CRM On Demand

CRM On Demand Online Help
Release 15 October 2007

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Contents

1

Getting Started
What To Do First
Signing In

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About the Interface Siebel CRM On Demand Page-by-Page Overview My Homepage
Reviewing Your Alerts

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Working with the Message Centre Working with RSS Feed Applets Working with Records
Creating Records Finding Records Updating Record Details Linking Records to Your Selected Record Favourite Records Page Working with Lists Transferring Ownership of Records Sharing Records (Teams) Updating Groups of Records Merging Records CRM On Demand Online Help Release 15

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Adding Notes Working with the List of Notes Subscribing to Notes Sending Notes to Other Users Attaching Files and URLs to Records Using Assessment Scripts Deleting and Restoring Records About Duplicates When Creating Records Printing Information That Appears on Pages Exiting Siebel CRM On Demand

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Contacting Oracle

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Calendar and Activities
Calendar Pages Steps for Calendars and Activities
Viewing Activities Creating Activities Updating Activities Limiting Activity Records Displayed Marking Tasks as Completed

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Assigning Activities to Another Employee Tracking Visits (Sales Calls) to Customers Viewing Group Task Lists Scheduling Appointments with Others Viewing Others' Calendars Calendar Setup Page Sharing Your Calendar Setting Your Default Calendar View Adding Custom Calendar Views
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Activities List Page Activity Fields

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Campaigns
About Campaigns

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Campaign Homepage Steps for Campaigns
Closing Campaigns Targeting Contacts for Campaigns Recording Responses to Campaigns

Campaign List Page Campaign Fields

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Leads
About Leads

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Leads Homepage Steps for Leads
Reassigning Leads Qualifying Leads Using Lead Qualification Scripts Archiving Leads Converting Leads to Accounts, Contacts or Opportunities Rejecting Leads

Leads List Page Lead Detail Page Leads Fields

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Accounts
About Accounts

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Accounts Homepage Steps for Accounts

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Creating Accounts Updating Account Information Tracking Contact Roles at an Account Changing an Account Primary Contact Linking Records to Accounts Linking Portfolio Accounts Specifying Parent Accounts Limiting Account Records Displayed Tracking Account Partners and Competitors Tracking Relationships Between Accounts Tracking Assets Tracking Revenue Based on Accounts

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Account List Page Account Detail Page Account Fields

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Contacts
Steps for Contacts

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Contacts Homepage

Importing Your Contacts Linking Contacts to Multiple Accounts Tracking Relationships Between Contacts Tracking Revenue Based on Contacts Adding Referrals Tracking Contact Interests

Contact List Page Contact Fields

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Opportunities

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About Opportunities and Forecasts
CRM On Demand Online Help Release 15

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Tips for Managing Your Opportunity Records Forecasting

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Opportunity Homepage Steps for Opportunities
Tracking Partners and Competitors of Opportunities Accessing the Sales Process Coach Linking Products to Opportunities Viewing Audit Trails for Opportunities

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Opportunity List Page Opportunity Detail Page Opportunity Fields

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Forecasts
About Forecasts

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Forecast Homepage Steps for Forecasts
Reviewing Forecasts Refreshing Forecasts Viewing Forecast History Submitting Forecasts Unsubmitting Forecasts Managing Quotas Managing Your Team's Forecasts

Forecast Details Page Forecast Fields

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Service Requests 187
About Service Requests Service Requests Homepage Steps for Service Requests
Assigning Service Requests CRM On Demand Online Help Release 15

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Using Service Request Scripts Adding Solutions to Service Requests Escalating Service Requests Closing Resolved Service Requests Viewing Audit Trails for Service Requests

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Service Request List Page Service Request Fields

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Solutions
About Solutions Managing Solutions

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Best Practice Tips for Managing Your Solutions Knowledge Base

Solution Homepage Steps for Solutions
Reviewing Solutions Approving and Publishing Solutions Rating Solutions

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Solution List Page Solution Fields

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Communications 209
About Call Centre On Demand Managing the Call Centre
Call Centre On Demand Supervisor Tools Communications Dashboard Communications Reports and Analyses

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Communication Homepage Steps for Call Centre On Demand
Preparing for Interacting with Customers Handling Phone Calls
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Disabling the Communications Toolbar in a Browser Session CRM On Demand Online Help Release 15

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Placing Calls Handling Callbacks (Web and Phone) Handling Voicemail Messages Handling Emails Wrapping Up Communication Activities Reviewing Your Statistics Viewing Interaction Histories Monitoring Agents

220 222 222 223 225 226 228 228

Communication Activities List Page (Call Centre On Demand) Communication Activity Fields (Call Centre On Demand) Call, Voicemail and Email Detail Pages

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MedEd

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MedEd Homepage Steps for MedEd Events
Tracking Invitees to Medical Education Events

MedEd List Page MedEd Fields

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Funds
About Funds

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Funds Homepage Steps for Funds
Creating Funds Adding Fund Participants Adding Credits to Funds Processing Requests for Funds Processing Claims Applying Debits Against Funds Reviewing Fund Activity CRM On Demand Online Help Release 15

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Viewing Audit Trails for Funds

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Funds List and Fund Requests List Page Fund Fields

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Households
About Households

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Household Homepage Steps for Households
Profiling Households Tracking Household Members

Household List Page Household Fields

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Portfolio Accounts
About Portfolio Accounts Portfolio Account Homepage Steps for Portfolio Accounts

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Tracking Key Contacts for Portfolio Accounts Specifying Portfolio Subaccounts

Portfolio Account List Page Portfolio Account Fields

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Vehicles 275
Vehicle Homepage Steps for Vehicles
Updating Vehicle Ownership Tracking Sales Histories of Vehicles Tracking Service Histories of Vehicles Tracking Financial Information for Vehicles Exposing a Vehicle Product Type

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Vehicle List Page Vehicle Fields
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Custom Fields Additional Fields

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Dealers 285
Dealer Homepage Steps for Dealers Dealer List Page Dealer Fields
Custom Fields

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Personalising Your Application 291
Updating Your Personal Details
About Profile Settings for Users

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Setting Your Default Search Record Type Setting Your Theme Viewing Audit Trail Fields Managing Your Quota Reviewing Your Sign-In Activity Changing Your Password Setting Up Your Security Questions Adding Delegated Users Reviewing Your PIM Sync Activity Granting Sign-In Access to Technical Support Displaying Your Tabs Changing Your Detail Page Layout Changing Your Homepage Layouts Changing Your Action Bar Layout Setting Up Your Calendar Data and Integration Tools About On Demand Widgets
Embedding a Favourite Lists Widget Embedding a Message Centre Widget CRM On Demand Online Help Release 15

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Embedding a Reports Widget Embedding a Simple Lists Widget

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Example of Embedding On Demand Widgets

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Working with Other Applications
Using the Offline Edition
What Records You Can Use Offline Installing the Offline Edition Downloading Records to Your Offline Edition Adding and Updating Records in Your Offline Edition Uploading Records From Your Offline Edition About Conflict Resolution with the Offline Edition

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Synchronising with PIMs
About the Sync Engine and Field Mapping Running the Initial Synchronisation with Your PIM Changing the Synchronisation Settings Running Additional Synchronisation Sessions Reviewing the Sync Results About Conflict Resolution with PIMs

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Adding Emails from Microsoft Outlook and Lotus Notes Using Siebel CRM On Demand Integration for Office Using Mail Merge for Word
About the Mail Merge for Word Toolbar Creating Siebel Mail Merge Templates Creating Direct Mailings or Mass Emails with Mail Merge for Word

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Using Reports and Analysis for Excel
About the Reports and Analysis for Excel Toolbar About Creating Reports with Reports and Analysis for Excel Creating Reports Using Reports and Analysis for Excel
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Reports 347
About Reports
Setting Up Report Folders Setting Up User Visibility to Shared Report Folders

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Steps for Reports
Reviewing Report Data Printing Reports Running Reports Downloading Reports

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Getting Started with Custom Reports
Changing Appearance of Reports

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Step 1: Defining Criteria
Adding Columns to Reports Adding Custom Fields to Reports Adding Filters to Columns Editing Column Properties Setting Up Column Formulas Sorting and Reordering Columns About Using Addresses in Reports Combining Results from Multiple Reports Using Set Operations

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Step 2: Creating Layouts
Adding Titles to Results Adding Tables to Results Showing Results in Charts Showing Results in Pivot Tables Showing Results as Gauges Using Gauge View Showing Filters Applied to Results Adding Markup Text to Results CRM On Demand Online Help Release 15

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Adding Legends to Reports Using Legend View Allowing Users to Change Columns in Reports Allowing Users to Select a Specific View Using View Selector View Showing Results in Funnel Charts Adding Narrative Text to Results Showing Results in Scrolling Tickers Alerting Users to No Data

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Step 3: Defining Prompts (Optional)
Adding Column Filter Prompts Adding Image Prompts

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Step 4: Reviewing Reports
Making Custom Reports Public Finishing Your Analysis

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Using Functions in Analyses
Aggregate Functions Running Aggregate Functions String Functions Math Functions Calendar Date/Time Functions Conversion Functions System Functions Operators Case Statements Expressing Literals Session Variables

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Dashboards
About Dashboards

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Steps for Dashboards
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Creating Interactive Dashboards Adding Pages to Interactive Dashboards Adding and Displaying Content on Interactive Dashboard Pages
Navigating to the Dashboard Editor Controlling the Appearance of Interactive Dashboard Pages

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Making Content Appear Conditionally on Interactive Dashboard Pages 495 Adding Guided Navigation Links to Interactive Dashboard Pages Adding Text Links and Image Links to Interactive Dashboard Pages 496 496

Adding Views of Presentation Catalogue Folders to Interactive Dashboard 499 Pages Adding Content Saved in the Presentation Catalogue to Interactive Dashboard Pages Controlling How Results Are Displayed When Users Drill Down in Interactive Dashboard Pages Editing the Properties of Interactive Dashboard Prompts and Reports Applying Formatting to Interactive Dashboards 500 501 501 503

Renaming Dashboard Objects Deleting Dashboard Objects Changing the Properties of Interactive Dashboards Changing PDF and Printing Options on Interactive Dashboards Creating Prompts for Interactive Dashboards Changing the Name or Description of an Interactive Dashboard Viewing Dashboards About Guided Navigation in Interactive Dashboards

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Administering Siebel CRM On Demand
Using Administrator Templates During Setup Company Administration
Setting Up Your Company Profile and Global Defaults Activating Languages Verifying Licence Statuses and Active Users

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About Sign-in and Password Policies Defining Your Company's Password Controls Resetting All Passwords Reviewing Sign-In Activity for All Users Restricting Use to IP Addresses Reviewing Your Company’s Usage of PIM Sync Alerts Publishing Company-Wide Alerts Alert Fields Managing Currencies

527 529 532 533 534 534 535 535 536 536

Application Customisation
Record Type Application Customisation Page Displaying External Web Pages in Tabs About Custom Web Applets Creating Custom Web Applets Creating Global Web Applets Customising My Homepage for Your Company Enabling Custom Reports in My Homepage Renaming Record Types Changing the Icon for a Record Type Adding Record Types About Fields, Picklists and Metrics

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User Management and Access Controls
About Roles and Access Profiles About Groups Setting Up Access Profiles Adding Roles Setting Up Users
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Categories and Coaches Customising Your Company's Industry List About Workflow Rules Creating Workflow Rules Creating Workflow Rule Actions Changing the Order of Workflow Rule Actions 621 621 625 630 631 636 644 644 647 649 652 Data Management Tools Import and Export Tools Using the Name to Link Records Using the External ID to Link Records Batch Delete Queue Page Batch Assign Book Queue Page About Integration Events Managing Integration Event Settings 653 653 657 658 749 749 750 751 Content Management Setting Up Product Categories Setting Up Company Products Managing Your Company's Attachments Setting Up Assessment Scripts CRM On Demand Online Help Release 15 752 753 754 756 757 xv .Contents Setting Up Groups Setting Up Territories About Books Associating Users with Books 609 612 613 617 Data Rules and Assignment About Assignment Rules Setting Up Assignment Rules Mapping Additional Fields During Lead Conversion Setting Up Forecast Generation Setting Up Sales Processes.

Contents Web Services Integration Downloading WSDL Reviewing Web Services Utilisation 764 764 765 Managing Smart Calls Creating Expressions with Expression Builder Expression Builder Examples 766 767 780 Index 783 xvi CRM On Demand Online Help Release 15 .

the smart customer relationship management solution that you access over the Web. Manages marketing campaigns and generates qualified leads and opportunities. use Siebel CRM On Demand to optimise your sales efficiency and effectiveness by analyzing your sales strategy. Stores answers to common questions or service issues. Leads. CRM On Demand Online Help Release 15 1 . Solutions. Manages customer requests for products or services. and sharing critical sales information across your team. Service Requests. In Siebel CRM On Demand. events and to-do lists. If you're a marketing representative. use Siebel CRM On Demand to capitalise on your marketing efforts by generating more leads. If you're an executive. Tracks people associated with your accounts and opportunities. Opportunities. Siebel CRM On Demand helps you manage all your company's sales. Manages potential revenue-generating opportunities. assigning leads automatically. and performing complex analyses. and quantitatively tracking campaign outcomes. forecasting more accurately.C H A P T E R 1 1 Getting Started Welcome to Oracle's Siebel CRM On Demand. If you're a customer service representative. Communication. and providing solutions to customer enquiries. Manages customer interactions through your call centre (Call Centre On Demand). use Siebel CRM On Demand to manage all areas of your business by gaining insight into your sales' outlook. Campaigns. quickly resolving critical business issues. managing service requests. Forecasts. identifying cross-selling and up-selling opportunities. use Siebel CRM On Demand to maximise your customer satisfaction and service performance by tracking accounts. Tracks companies with which you conduct business. Generates forecasts to project quarterly revenue based on existing opportunities. Contacts. including phone calls. your information is grouped into the following main areas: Calendar and Activities. customer service and marketing information: If you're a sales professional. Tracks leads for new sales opportunities and automates the lead conversion process. Tracks your activities. Accounts.

Manages fund requests. Generates a variety of reports supplying over 250 separate analyses. Households. Dashboard. Tracks information for a group of related contacts (Siebel CRM On Demand Financial Services Edition). Tracks portfolio accounts (Siebel CRM On Demand Financial Services Edition). including pipeline visibility and sales effectiveness. 2 CRM On Demand Online Help Release 15 . In addition. leads and so on. Tracks vehicle service and sales history (Siebel CRM On Demand Automotive Edition). Dealers. For example. Tracks associations with dealers (Siebel CRM On Demand Automotive Edition). From any Help window. credits and approvals (Siebel CRM On Demand High-Tech Edition). NOTE: Your company administrator can rename the standard record types. Portfolios. Manages medical education events and invitees (Siebel CRM On Demand Life Science Edition)." What To Do First Your administrator has probably imported company-wide records for accounts. concepts and guidelines specific to the record type you're working with. contacts. Complete the following instructions to get you up and running quickly: Signing In (on page 3) Updating Your Personal Details (on page 292) Displaying Your Tabs (on page 303) Importing Your Contacts (on page 144) Creating Records (on page 14) Finding Records (on page 17) Updating Record Details (on page 31) Linking Records to Accounts (on page 124) TIP: Click the Help link from any page for information regarding procedures. you can access the PDF version of the help content.Getting Started Reports. allowing you to print a range of topics or the entire help content. Funds. industry-specific solutions contain the following record types: Vehicles. so you may see different tab labels. graphs and tables organised around your key business areas. Displays a series of charts. your administrator might change "Accounts" to "Companies. MedEd.

enter the temporary password that you received in an email. ensure that the following applications are not running: Virus checkers External Java Runtime Environments Pop-up blockers External toolbars for your browser Signing In When your administrator adds you as a new user or you sign up for a trial period. On the Change Password page. the reports appearing on the Accounts. TIP: Make sure that you write down your password to avoid repeating this process. To sign in the first time 1 2 3 Click the Siebel CRM On Demand URL that you received in an email. forecast records don't appear until the specified period has elapsed and data exists to include in the forecast.What To Do First Note for first-time users: You might not see data in reports for the first 24-hour period after signing in because most reports are updated nightly. If you encounter unconventional behaviour. For example. When generating forecast records. You may not see forecasts either. Contacts and Opportunities Homepages will not show data until after that initial period. Siebel CRM On Demand generates two emails. each containing one item that you need for signing in initially: The temporary URL that you use to access Siebel CRM On Demand Your temporary password CAUTION: Make a note of the User ID that appears on your Siebel CRM On Demand page. For example. enter your temporary password and then your new password. CRM On Demand Online Help Release 15 3 . You need your user ID to access the application after the initial sign-in. pop-up blockers can cause your mouse to lock. Therefore. On the Sign-In page. the system checks several fields in your records to determine which information should be included in the forecast calculations. About Running Other Applications Other applications running in the background might interfere with Siebel CRM On Demand. because forecast records are generated once a week or once a month.

If you are familiar with the Web.Getting Started My Homepage appears with the information you need to get started. For example. NOTE: If your status goes offline due to network connection issues. the call centre application. Recently Viewed 4 CRM On Demand Online Help Release 15 . When you click a link. The form works independently of the main Web pages so you won't lose your place within the application. see Finding Records (on page 17). see Creating Records (on page 14). The tabs and features that you see by default depend on the role that you are assigned by your administrator. you can perform a search to determine if a record exists before creating one. For more information about the Message Centre. It contains the following sections that help you perform your daily work quickly: Message Centre The Message Centre section contains notes for yourself. Create The Create section contains a list of links for record types. your access point is located on the Action bar through the Communication Tools and Voice Controls sections. see Working with the Message Centre (on page 12). For instructions on using the Create section. For instructions on using the Search section. All pages in the application share the same basic interface framework. your login session automatically reconnects to the Siebel Call Centre On Demand server once the system detects that the network is operational again. the look and feel of the user interface will be familiar to you. Action Bar The Action bar appears on the left side of your Web page. The Message Centre only appears if the company profile has Message Centre enabled. About the Interface Siebel CRM On Demand is built around a Web page interface. Search The Search section allows you to find existing records. a popup form opens that allows you to quickly add a new record. Call Centre On Demand If your company uses Call Centre On Demand. notes received from other users and notes added to the records to which you subscribe. thereby reducing the duplication of records.

see About Custom Web Applets (on page 579). the Favourite Lists page opens. the Daily Calendar page is displayed for that date. it is removed from the Recently Viewed list. including records from previous sessions. edited or created records. videos) and any RSS feed available in the Action bar. a message is displayed informing you that the link no longer exists. If you delete a record. You can also add other sections to the Action bar: Simple lists for each record type. Calendar This section contains a calendar with the current date highlighted. CRM On Demand Online Help Release 15 5 . When you click the Show Full List link. Your administrator can make any HTML Web content (for example. Favourite Lists This section contains the records that you have marked as your favourite records. If another user deletes a record. This feature allows you to quickly access the records that you use most often. When you click a date in the calendar. For more information about custom Web Applets. and you can manage your favourite records.About the Interface The Recently Viewed section lists the 10 most recently viewed. Favourite Records This section contains the records that you have marked as your favourite records. such as: My Modified Accounts My Modified Campaigns My Modified Contacts My Modified Leads My Modified Opportunities My Modified Solutions My Modified Service Requests Any custom Web applet. For example. see Changing Your Action Bar Layout (on page 305). The list name appears in the list as a hyperlink along with an icon corresponding to the type of record. The record name appears in the list as a hyperlink along with an icon corresponding to the type of record it is. you can add an RSS feed section to the Action bar. This feature allows you to easily access your active records. When you click the Show Full List link. You can change the layout of the Action bar and add additional sections to the action bar through the My Setup global link. The record name appears in the list as a hyperlink along with an icon corresponding to the type of record it is. polls. For more information. it remains in the Recently Viewed list. and you can manage your favourite records. if the administrator has created an appropriate Web applet. the Favourite Records page opens. Drilling down to the Detail page for a record triggers that record's inclusion in the Recently Viewed section. This feature allows you to quickly access the lists that you use most often. and if you select the hyperlink.

The new opportunity is saved to the database and you can continue updating the account information. Global Links Each CRM On Demand page contains a series of links across the top. On Detail pages. Shows information in a variety of charts and graphs. To collapse a form or section. A section can contain the following types of information: Lists.Getting Started The Action bar remains constant when you move through the application. you can expand or collapse the whole form as well as the individual sections in the form. the Accounts Homepage shows sections for Account Lists. see Displaying Your Tabs (on page 303). if you click the Contacts tab. while updating information in an account. click the . Recently Modified Accounts and the Account Analysis Chart. This is useful for avoiding a lot of scrolling and for hiding information in which you are not interested. To collapse a section. A form opens. Clicking on that arrow opens a drop-down list that you can use to select any tab available to you that is not currently visible. you enter the required opportunity information in the form and save the record. List pages and Edit pages do not have this expand and collapse functionality. Tabs Across the top of each page are tabs for the main types of records. For example.icon. you go to the Contacts Homepage. Forms. These sections group together relevant information for the types of records you are working with. If you have more tabs than fit across your page (more than eight). For example. Account-Related Tasks. you can create an opportunity in the Action bar. To learn more about the tab layout.icon. This table describes the action that occurs when you click each link: 6 CRM On Demand Online Help Release 15 . The expanded or collapsed state persists across sessions. click on the . Shows fields for the records in a form. To expand a section or form. independently of the rest of the application. click on the + icon. Click on a tab to go to the Homepage for that record type. click the + icon. The buttons in each section are visible even when the section is collapsed. an arrow appears next to the far right tab. and to expand the section. For example. Shows records in rows. Sections Each page contains areas called sections. You can expand or collapse the sections in the Action bar as required. Charts/Graphs.

where you can add. Opens the Print page. Help Printer Friendly CRM On Demand Online Help Release 15 7 .About the Interface Clicking this link Customer Care Performs this Opens information for contacting Oracle Technical Support and other services. which includes the Getting Started tips. Opens an online help topic specific to that page or procedure. Before contacting Customer Care. the schedule of free Siebel CRM On Demand Webinars. where you can view and restore most deleted items up to 30 days after deletion. rearrange or hide sections of the page you are viewing. where you can print a version of data on your page. you can access the PDF version of the help content. Admin My Setup Deleted Items Help Sign Out Additional Links Each page also contains several links that appear just to the right of the page name. Opens the Deleted Items page. Opens the Edit Layout page. including the steps you were taking when the error occurred Training Opens the Training Homepage. where you can update your personal profile and edit the page layout. Available from all pages except Edit pages. please provide the following information: Any error messages displayed in your window A description of the problem. Product Tours and details about Siebel CRM On Demand Custom Training packages. Exits the Siebel CRM On Demand application. displays the table of contents and shows the Search tab to find information in the help files. Opens the pages where administrators can customise the application. Opens online help at its top topic. This table describes the action that occurs when you click each of these links: Clicking this link Edit Layout Performs this (Homepages and Detail pages only). Opens the Personal Homepage. allowing you to print a range of topics or the entire help content. From any help window. Appears only for those users assigned a role with administrative privileges.

you can: Review multiple records at a glance. List Pages The List pages show the subset of records according to the list you select from the Homepage. you can: Delete a list Review the entire list of filtered lists Edit a list you or your managers created or begin the process for creating another filtered list. Update the fields on the List page inline. From the List pages.Getting Started Siebel CRM On Demand Page-by-Page Overview Siebel CRM On Demand provides several Web pages for each record type (Accounts. Select lists to add to the Favourite Lists section in the Action bar. Detail Pages The Detail pages show one record's information. Find a record to review. Contacts and so on). or click the Edit link to edit all the fields for a record. or review records that are already linked. they also show filtered lists that have been defined by your administrator as well as an analytic chart relevant to your work. From the Homepage. drilling down to other pages. You can also: 8 CRM On Demand Online Help Release 15 . delete or update. such as notes or activities. Homepages can also contain Web widgets. The top section displays the fields for that record and you can update these fields inline. Generally. depending on what your company administrator has set up. such as account-related tasks. The bottom sections are the linked record sections where you can create other records that are linked to the selected record. RSS feeds and other Web content. or your manager created for employees to use. Manage Lists Pages The Manage Lists pages show the standard filtered lists and the lists that either you created for your own use. From the Manage Lists pages. you can manage the various types of information you need. Homepages Most Homepages show you tasks related to the types of records that correspond to that page.

down arrow for Low). The record fields on the Edit pages are identical to the top part of the Detail pages. Click an icon on the Detail page to add the record to the Favourite Records section in the Action bar. For more information about how external Web content is set up. such as submitting forecasts. Alerts are set up by your administrator. this section displays an analysis of the quality of your opportunities for the current quarter (Pipeline Quality for Current Quarter). Click the Note icon to add notes or view notes from other users. You or your company administrator can change what analysis appears in this section. see Sending Notes to Other Users (on page 58). View Web widgets. You can use these pages to update the record information. You or your company administrator can change what record type appears in this section. Scan the list of open tasks. this section displays New Leads assigned to you. You can: Check your schedule for appointments in the Today's Calendar section. you can review the information for your working day. In the standard application. For more information. Follow up on new records assigned to you after reviewing them from the New record section. see About Custom Web Applets (on page 579). RSS feeds and other Web content Depending on what the company administrator has set up and on what is included in your page layout. CRM On Demand Online Help Release 15 9 . Review an analysis relevant to you. My Homepage From My Homepage. sorted by due date and priority (up arrow for High. you can view embedded Web content on My Homepage. in the Alerts section. in the Open Tasks section. These are used to embed Web widgets. In the standard application. This Web content might include Web widgets. no arrow for Medium. Review time-sensitive alerts that inform you of deadlines. such as Google maps or corporate videos and RSS feeds. RSS feeds and other Web content on the page. Detail pages can also contain custom Web applets set up by your administrator.My Homepage Expand and collapse the sections in Detail pages as required. Edit Pages The Edit pages show one record's fields in editable format. see About Custom Web Applets (on page 579). Send a note to another user by moving the pointer over the name of the user.

The Calendar opens with the month's schedule. fill in the required information and save the record. The chart and table show the data categorised by your selection. click the 31 icon. click the View Calendar link or the 1 icon. The Alerts page opens. In the standard application. click the Show Full List link. fill in the required information and save the record. In the standard application. In the New record title bar. click the Subject link of the appointment you want to review. In the Alerts section. click New. In the Today's Calendar title bar. click New. The record Detail page opens. this section pertains to Leads. The record List page opens. In the Today's Calendar section. Review a record In the New record section. The Calendar opens with the week's schedule. Review the list of new records In the New record section. Complete the following steps 10 CRM On Demand Online Help Release 15 . you might be able to click the drop-down list and change the selection. this section is used for creating new leads. click the Show Full List link. click the link for the alert. this section is used for reviewing a list of leads. click the 7 icon. In the standard application. Review an appointment record Review this month's appointments Review this week's appointments Review today's appointments Edit Layout Recently Created Records Create a record In the Today's Calendar section. Reports Slice the chart by another category Depending on the analysis that appears. To change the information that appears in two sections on My Homepage. In the standard application. In the Today's Calendar title bar. you can do this with the Pipeline Quality for Current Quarter. click the link of the record that you want to review. In the standard application. The Appointment Detail page appears. On the Edit page. The Calendar opens with your appointments for today.Getting Started To perform the following steps from My Homepage. follow the instructions below: To perform this Alerts View all alerts View an alert Appointments Create an appointment In the Today's Calendar section. In the Alerts section. this section is used for reviewing leads. On the Appointment Edit page. click Edit Layout and select other options from the shuttle drop-down lists. The Alert page opens with additional information about the alert.

fill in the required information and save the record. if it currently appears on My Homepage. The Alerts (List) page opens where you can select an alert. If you are a sales representative and your information is included in your company’s sales forecasts. The Task Detail page appears. In the Alerts section. In the Open Tasks section. The Alert page opens with additional information about the alert. On the Task Edit page. In the standard application.My Homepage To perform this View the records comprising a segment in the chart or table Complete the following steps Depending on the analysis that appears. Reviewing Your Alerts Company-wide alerts appear on My Homepage. such as meeting notices and policy changes. Click the Show Full List link. To review your alerts 4 5 Click the Home tab. select an option from the drop-down list to limit the types of alert records you see or create your own filtered list for alerts. Tasks Create a task Review a task record In the Open Tasks section. you will receive an alert when the forecast has been generated as well. you might be able to drill down on a segment or link to view the records comprising that category. you can: Click the link for the alert you want to review. click the Subject link of the task that you want to review. Administrators use alerts to broadcast company-wide information. click New. you can do this with the Pipeline Quality for Current Quarter section. Related Topics Alert Fields 536 CRM On Demand Online Help Release 15 11 .

The subject is optional. and you can reply to the record from the Message Centre. click Reply and type your note. The Message Centre contains a note (pushpin) icon and the number of new messages is displayed next to the note icon. the time. you do not get notes about other changes to the record. The Message Centre therefore promotes more effective communication and collaboration within CRM On Demand. all in one place. This is useful for recording actions that you want to follow up on. The date of the note is displayed. but does not delete the actual note on the record Detail page. Notes sent to you by other users. You can create notes for yourself in the Message Centre or in record Detail pages. If the note is linked to a record to which you are subscribed. Click New Note. the name of the user who created the note is displayed. Scroll down to the required note and click Delete. For each note. notes from other users and notes about records. if there is no subject. These private notes are indicated by an icon showing a key. together with the subject or first part of the note text. the first few characters from the text of the note are copied to the subject line. You can keep track of conversations about a particular record by navigating to the Detail page and subscribing to any new notes added on the record. Notes sent to you in this way are indicated by an icon showing two people. or if the note is from today. When you click Save. type the note and click Save. Another user can click on the note icon next to your name in a page in the application and send a note to you. This action deletes the copy of the note from your Message Centre. If you select Post. if you do not provide a subject. You only get a copy of new notes added to the record. or for information that you want to refer to later. your reply is sent to the Message Centre of the user who sent you the note. your reply is posted to the relevant Detail page and sent to all users subscribed to the record. From the list of notes you can do the following: To perform this View a note Complete the following steps Scroll down to the required note. Scroll down to the required note.Getting Started Working with the Message Centre The Message Centre in the Action bar allows you to effectively manage notes for yourself. Notes on records to which you subscribe. When you click the note icon in the Message Centre. The Message Centre can contain: Notes that you create for yourself. the list of notes is displayed. Type a subject on the first line if required. You will then get a copy of all such notes in the Message Centre. Create a new note Reply to a note Delete a note 12 CRM On Demand Online Help Release 15 . you can drill down on the record from the link in the note.

Working with RSS Feed Applets To perform this View details of the user who sent a note Complete the following steps Scroll down to the required note and click the user name. in which the URL for an RSS feed is specified. see Embedding a Message Centre Widget (on page 308). In addition to aggregating content. the customised versions of the applet are also deleted from the application. CRM On Demand has a feed reader built into the application. For example. For more information. You can embed the Message Centre as a Web widget in other applications. which aggregates content so that you never have to leave the application. When the Message Centre is embedded as a Web widget. and another user has configured the applet for a BBC news feed on her homepage. and you can change the name of the applet and the URL associated with the applet so that a different RSS feed is displayed. you can click the Refresh button to update the Message Centre with the latest messages from CRM On Demand. and news and information specific to your client's employers in the Contacts detail page. the Configure link is not displayed. such as blog entries. You must add the applet to the homepage layout. The User Details page for the user is displayed. you can use RSS feed applets to subscribe to frequently updated content in which you are interested. if a user has an applet for a CNN news feed on his homepage. supplement your CRM information with information from news providers to which you have subscribed. created by the company administrator. the information is delivered within the CRM On Demand application. for example. a Configure link is displayed with the applet. news headlines or podcasts. Working with RSS Feed Applets In CRM On Demand. You might have general market news displayed in your homepage. Your company administrator will only make a few RSS feed applets configurable. If an RSS feed applet is not configurable. Your company administrator can specify that an RSS feed applet is configurable. both users lose access to the applet feed if the original RSS feed applet is deleted. If this is the case. RSS feed applets can therefore appear in the following places: My HomePage Record type homepages Record type Detail pages The Action bar For more information about custom Web applets. the feed reader can accept user and record field parameters. RSS feed applets are a type of custom Web applet. For example. If the company administrator deletes an RSS feed applet. see About Custom Web Applets (on page 579). detail page layout or Action bar layout if it does not already appear on the page or Action bar. CRM On Demand Online Help Release 15 13 . rather than having to visit other Web sites for market news. This content can.

Click Save. Note: You can click Use Default to return to the URL as defined by the company administrator.Getting Started To configure an RSS feed applet 1 2 3 4 Click the Configure link. In the URL field. edit the URL as required. Click on the topic to see step-by-step instructions for performing the following: Creating Records (on page 14) Finding Records (on page 17) Updating Record Details (on page 31) Linking Records to Your Selected Record (on page 32) Working with Lists (on page 39) Creating and Refining Lists (on page 44) Exporting Records in Lists (on page 50) Transferring Ownership of Records (on page 51) Updating Groups of Records (on page 53) Merging Records (on page 54) Adding Notes (on page 55) Attaching Files and URLs to Records (on page 58) Deleting and Restoring Records (on page 63) Printing Information That Appears on Pages (on page 69) Creating Records You can create a record from different areas within the application. Working with Records This section describes common procedures that you can perform with most records. The area you choose depends on whether you want to: 14 CRM On Demand Online Help Release 15 . In the Name field. type an appropriate name for the applet. The feed is refreshed with data from the configured URL.

CRM On Demand Online Help Release 15 15 . You will not lose your place in the main area of the application. Save the record. TIP: To prevent record duplication. From the list. 2 3 4 5 On the record Detail page. go to the Create section in the Action bar. click the New button on the title bar. fill in the required information. The type of record you can import depends on the privileges assigned to your user role. click the link for the record type. click the New or Add button. fill in the required information. NOTE: You can also add new records by importing records from external CSV files or by synchronising with other applications. List or Detail page 1 2 3 From any of the following pages. On the Edit page. see Finding Records (on page 17). To create a record that is linked to the selected record 1 Select the record. Create the record by clicking the New button on the Homepage.Working with Records Create the record in a pop-up window that is independent of the records on which you are working. fill in the required information. On the Edit page. To create a record using the Create section 1 2 3 4 From any page. List or Detail page. search for the record before creating a new one. Create the record for a different record type that is automatically linked to the record on which you are currently working. In the New record form. For instructions on selecting a record. see Finding Records (on page 17). To create a record from the Homepage. Save the record. On the title bar for that section. Each of the following pages opens the same form as the other methods. scroll down to the appropriate section. but it shifts the focus from your current page to the Edit page. Save the record. You will need to use the Back link to return to the page on which you were working.

you can click the phone icon. Lookup icon (magnifying glass). which allows you to determine if the application has correctly identified the number: country code. In addition. Calendar icon. The icons that you can click are as follows: Phone icon. The country code for the country displays in the Phone field. the application adjusts the phone number for international calls so that you see the entire sequence that you need to dial. About Multi-select Picklists A multi-select picklist is a picklist from which you can select multiple values. Clicking on the icon opens a phone verification window. Allows you to enter the details of a telephone number. Currency icon. City and Local numbers). which allows you to select the required values by moving values from an Available list to a Selected list. select the country and save the information. for some fields you can click an icon to the right of the field to display a window from which you can select values or enter values. Allows you to select a date.United Kingdom and you enter a number for Spain (Country. 16 CRM On Demand Online Help Release 15 . city/area code. Allows you to search for. local number. and select a currency. and select a record or multiple records. if your Locale setting is English . or select values from a drop-down list. if you want to determine the country code for a country. which will be associated with the record that you are creating. When you close the phone verification window. or save the record. a pop-up appears. The Lookup icon is also used for selecting values for multi-select picklist fields.Getting Started Entering Information in Records When you create records. and any extension for the number. Multi-select picklists are supported for the following record types: Accounts Contacts Opportunities Leads Activities Service Requests Custom Object 1 Custom Object 2 About Phone Number Fields Phone fields have a phone icon next to them. For example. Allows you to search for. In addition. you can enter information directly into some fields. the application adds the international access code of 00 to the phone number. You can also sort the values in the Selected list. When you click the Lookup icon for a multi-select picklist.

if you enter an invoicing and shipping address for an account. the application displays different fields to accommodate country-specific information.Working with Records About Address Fields For addresses. addresses are stored with the specific record type. contact or opportunity. is a quick way to find a record that already exists. such as Chome. you might see the Lookup icon next to a field. Lookup windows for some fields When entering record information. the primary address is always the one you entered in the Alternate address section. the system checks those fields and displays records that match all the values you CRM On Demand Online Help Release 15 17 . Before creating a new account. Apart from the record type field. Using the Search Section to Find Records The first field in the Search section in the Action bar contains the record type to search. the Search section can contain multiple or single fields for specifying search criteria. if you select Japan as the Country for an account's invoicing address. you can track additional addresses for such records as accounts and contacts. contact and so on. the invoicing address appears on the Contact Detail page when you link the account to the contact. If your company administrator has added the Addresses section to your application. Finding Records You can find a specific record. For example. some addresses are carried over when you link one record with another. When tracking addresses for contacts. Ku and Shi/Gun. You can select All to search all record types or alternatively you can select an individual record type. the other address fields change to those fields required for Japanese addresses.used for a targeted search If your Search area shows several fields for you to specify values that need to match. it is a good idea to determine if it already exists. For example. However. This indicates that you can select an existing record to fill in the field rather than type in the information. In general. depending on what your company administrator has set up: Multiple text fields . such as an account. List page for the record type All record types have a list page where you can view a subset of records or sort records. located in the top left corner. using any of the following methods: Search section in the Action bar The Search section. You can set the default record type for the Search section. see Setting Your Default Search Record Type (on page 297) for more information.

unless the greyed-out <case sensitive> text appears on the input field (this text disappears when the user clicks on the field). The Search section also contains a link to the Advanced Search page. select All (for a slower query) or a record type (for a faster query). all records in which the Last Name begins with C are returned in the search results (this improves query performance). The default fields that are shown in the text fields for a targeted search and the fields that are used to find matches in a keyword search are the same. see Default Search Fields (on page 23) for a list of these fields for each record type. For more information about managing lists of records. only records that match for all of those fields are returned (equivalent to an AND condition). see Working with Lists (on page 39). the system checks the default fields for the record type to find matches. go to the Search section in the top left corner. you can enter the value to search for in either a single text field or in several text fields. To find a record using the Search section 1 2 From any page. Searches on text-based fields are not case sensitive. which allows you to search on several record types at once. if you enter c in a Last Name field. see Using the Look In Selector (on page 30). see Using Advanced Search (on page 20). and provides better filtering capabilities. Targeted search works as if a wildcard were added to the end of what you enter in the fields. For more information.used for a keyword search If your Search area shows a single field for you to specify a value to be matched. Single text field . The search criteria are matched against any of the default fields (equivalent to an OR condition against the default fields). You can further refine the list using the list management features of CRM On Demand. search on dates. for example. which allows you to narrow the search to the records belonging to a particular user or book. the search results are displayed in a List page and you can then work with the list of records. and you can save search results as a new list. If you search on all record types. Depending on your setup. For more information. If you specify values in more than one field. Keyword search and searching 'All' records works as if a wildcard were added to both the beginning and end of what you entered (this results in a slower query). To search in All record types or to narrow the search to just a single record type: a From the drop-down list. If you search on a single record type. For targeted searches only. a Look in selector may be displayed.Getting Started specify. Click Go. b c 18 CRM On Demand Online Help Release 15 . a Search Results page is displayed with different sections for each type of record found in the search. So.

there is a drop-down list with two values: Contacts for Related Account and All Contacts. Depending on the record type. see Filtering Lists (on page 47). When you click the Go button. For more information. a Look in selector may be displayed. In some cases you can only select one record. The Lookup window appears containing a list of the available records. After you select a record. If targeted search is enabled. This opens the Detail page for that record. To search for records using the Lookup window 1 2 Click the Lookup icon next to the field. the value you select in the drop-down list is used in refining the list of records. When you select a record. which allows you to narrow the search to the records belonging to a particular user or book. and in other cases you can select multiple records. one list of records is displayed and you can select a single record. A single text field is displayed and you can enter search criteria and click Go to refine the list of records. In the Lookup window. a list of available records and a list of selected records. if you select a valid value in the Account field and you open the Lookup window for the Contacts field. CRM On Demand Online Help Release 15 19 . The appearance of the Lookup window also depends on whether keyword search or targeted search is enabled for your company: If keyword search is enabled. If targeted search is enabled. if you can select more than one record. there may be an additional drop-down list in the top left-hand corner of the window. In the Lookup window. Using the Lookup Window to Find Records When you click the Lookup icon next to a field. this is similar to Using Advanced Search (on page 20). you can: If targeted search is enabled. The appearance of the Lookup window depends on whether there is a single association or a multiple association. a Lookup window appears in which you can search for and select records. Quick Filter search fields are displayed to the right of the Show results where label. two lists are displayed.Working with Records 3 Click the link in the record on which you want to work. click the Advanced link to filter the list. the name of the associated record is displayed in the field. For example. An association can be a single association or a multiple association. If there is a single association. use a Quick Filter Search to filter the list. in the Task Edit page. If there is a multiple association. see Using the Look In Selector (on page 30). An Advanced link and a Look in selector are also displayed. an association is automatically created with the main record that you are creating. You can enter search criteria and click Go to refine the list of records.

click Clear Current Value to remove previously selected information and leave the field blank. select the filtered list that would include the record you are trying to find. 3 Click the Select link to select the records that you require and click OK. if it is available there. Finding a Record from the List Page Use the following procedure to find records in a list page. In cases where you can select more than one record. The Clear Current Value button is not available if Smart Associations is turned on. This opens the Detail page for that record. On the record Homepage. 4 Click the link in the record on which you want to work. Using Advanced Search You can use advanced search to: Search on one or more record types at once Search for records on dates Search on all of the fields for a record type Search using filter criteria for each field 20 CRM On Demand Online Help Release 15 . For more information about finding records in a list page. which will be added to the list. you can: Use an Alpha Search to find the record Use a Quick Filter Search to find the record. 3 On the List page. Click Previous or Next to page through the list.Getting Started Click New to create a new record. click Select for each record that you require. NOTE: In the Lookup window. You can also get to the required list from the Favourite Lists section in the Action bar. Click the Next or Previous links to page through the list to find the record. see Filtering Lists (on page 47). The records are moved from the Available Records list to the Selected Records list. To find a record on the List page 1 2 Click the tab for the type of record you want to find.

contacts and opportunities) All records where I am on the team. the access level for your role and the access level for shared records. enter the full or partial name for which you want to search or leave it blank to search strictly on the basis of the dates you provide. For Opportunities. Select the following record types radio button. For more information about managing lists of records. the date applies to Close Date. it is not necessary to use a wildcard (*) for a partial word. accounts. For all other record types. a Search Results page is displayed with different sections for each type of record found in the search. the date applies to Due Date. as defined by your reporting hierarchy. 4 For single record type searches. and click the appropriate check boxes to search on one or more record types.Working with Records If you search on a single record type. because a wildcard is automatically added to the beginning and end of the user input. If you search on all record types. CRM On Demand Online Help Release 15 21 . For Tasks. In the Search In section. Includes records that you have at least View access to. In the Keywords field. enter the date range (use four digits for the year. the search results are displayed in a List page and you can then work with the list of records. such as 2003): For Appointments. If required. Only includes records in the filtered list that: You own Are shared with you by the owner through the Team feature Are shared with you through the group assignment feature (for tasks. The sections available in the Advanced Search page change according to whether you select a single record type or multiple record types for searching. select one of the following from the drop-down list. 2 For multiple record type searches. NOTE: In the Keywords field. the date applies to Start Time (Date). see Working with Lists (on page 39). 3 For multiple record type searches. All records I own. All records I can see. To perform an advanced search 1 In the Select Record Types section: Select All Record Types to search on all record types (this is a slower query). the date applies to the Created date.

Getting Started All records I or my subordinates own. CAUTION: When entering Filter Values.000. b Enter the conditions.00 and ratings of A or B. OR) that define the filter. For more information. see Default Search Fields (on page 23).000. perform the following: a Select a field from the Field drop-down list. The Search In section is not displayed for record types that do not have owners (for example. complete the form as follows: Field Condition Value(s) Annual Revenue Country Greater than Equal to 100000000 The UK AND Leads: If you want to create a filtered list of leads with potential revenue over £100. filter values and operators (AND. select a book. check to make sure you follow the rules described in About Filter Values (on page 28). Greater than Less than 100000 C AND The results appear for each record type.000. Your default setting for the Look in selector. 6 For single record type searches. Users). 5 For single record type searches. 22 CRM On Demand Online Help Release 15 . you might not find the correct records. Otherwise. user or delegate from the Look in selector. if required.00. All records where I or my subordinates are on the team My Default Look In. see Using the Look In Selector (on page 30). Products. as defined by your company administrator. The fields are pre-populated with the targeted search fields for the record type. In the Enter Search Criteria section. For information about using filter conditions. complete the form as follows: Field Condition Value(s) Potential Revenue Rating 7 Click Go. see About Filter Conditions (on page 24). If the Book feature is enabled for your company. Examples Accounts: If you want to create a filtered list of accounts in the UK with annual revenue over £100.

Last Name. Last Name. Email First Name. Company. Subject Product Name. Status Household Specific to Financial Services Edition: Household Name Portfolio Account Specific to Financial Services Edition: Account Number CRM On Demand Online Help Release 15 23 .Working with Records Default Search Fields The following table lists: Fields that the application includes in the search for a keyword search Fields that you can use to limit your search for a targeted search For this record type Account Contact Lead Solution Campaign Appointment Task Opportunity Service Request Product These fields are searched Account Name. Source Code Subject Subject Opportunity Name SR Number. Location First Name. State (for USA) Solution ID. Status First Name. Product Category. Email User Fund Specific to High Tech Edition: Name. Last Name. Title Campaign Name. Part #. Status Fund Request Specific to High Tech Edition: Name.

Integer. Percent. Location About Filter Conditions For searches. Location Vehicle Specific to Automotive Edition: Serial Number MedEd Event Specific to Life Sciences Edition: Name. as shown in the following table. different filter conditions are available depending on the data type of the search field.Getting Started For this record type Dealer These fields are searched Specific to Automotive Edition: Name. Data Type Number. Currency Filter Conditions Available Between Equal to Greater than Less than Is NULL Is not NULL Not equal to Not Between 24 CRM On Demand Online Help Release 15 .

Time Filter Conditions Available Between Equal to In the last 90 days In the next 90 days On On or after On or before Today * Yesterday* Tomorrow* In the last ? day In the next ? day Last Week* Next Week* This Week* Last Month* Next Month* This Month* This Quarter* Last Quarter* Next Quarter* This Year* Next Year* Last Year* Is NULL* Is Not NULL* Not equal to Not Between For conditions marked with an asterisk (*). the variable ? is CRM On Demand Online Help Release 15 substituted with a number of days selected in the filter value field. For the condition In the last ? day. the value field is disabled when the condition is selected. and In the next ? day.Working with Records Data Type Date. 25 .

Getting Started Data Type Checkbox Filter Conditions Available Is selected Is not selected Picklist Contains all values Contains at least one value Contains none of the values Equal to Is NULL Is not NULL Not equal to Text Between Contains all values Contains at least one value Contains none of the values Equal to Greater than Less than Is NULL Is not NULL Not equal to Begins with Does not begin with Is Like Is not Like Not Between 26 CRM On Demand Online Help Release 15 .

because the system looks for partial matches. Also. For example. using this condition affects the speed at which the records are retrieved. or the same value with different capitalisation (uppercase or lowercase). Browning Equipment and Lester Brown Car Wash. entering Brown retrieves records with Browns Trucking.Working with Records Data Type Phone Filter Conditions Available Begins with Between Contains all values Contains at least one value Contains none of the values Equal to Greater than Less than Not equal to How Filter Conditions Are Used The following table shows how various filter conditions and operators are used: Use This With To Match For These Results Between Numbers or dates Two values separated by commas Single or multiple values separated by commas Single or multiple values separated by commas Displays records with values between A and B (excludes values equal to A and B). NOTE: This behaviour applies to filtered lists only. Contains at least one value Text only CRM On Demand Online Help Release 15 27 . Displays records that partially match the values (allows sub string matching). numbers or dates Displays records matching the exact values. Contains all values (equal to) Text. and not to other areas in Siebel CRM On Demand that use the condition Contains At Least One Value. The application does not retrieve substrings of the values.

For example. When entering filter values for a search. numbers or dates Single or multiple values separated by commas Displays records not matching the values. This is the inverse of Contains all values. To add values. Text. 28 CRM On Demand Online Help Release 15 . and not to indicate values in thousands. use commas to separate values. make sure you follow the rules below: For numeric values. numbers or dates Two or more conditions Displays records for which all given conditions are true. Greater than Numbers or dates Less than Numbers or dates Single value Operator AND Text. each line. Single value Retrieves records with a value greater than the entered value. numbers or dates Any condition Displays records for which at least one condition is true. depending on the filter condition that you choose. Retrieves records containing a value that is less than the entered value. OR Text. entering Close Date > 10/01/2003 AND Revenue > 500000 will return records that match both criteria. numbers or dates Single value for Displays records matching the values. entering Industry = Energy OR Invoicing County=KEN returns records that match either of these criteria. but using partial words with the other conditions does not retrieve the records you want. About Filter Values When you search for records. you must enter a filter value. You can use partial words with the condition Contains At Least One Value. For example.Getting Started Use This With To Match For These Results Contains none of the values (not equal to) Equal to Text. use the operator OR and add another line.

The following list shows how the multi-select picklist values in the filter criteria and the filter condition determine which records are found in the search: Contains all values. For dates. Multi-select picklist fields are supported as columns in target search results and in target search filter criteria. such as the pound sign (£). A record is found if any of the specified filter values match the multi-select picklist values of a searched record. such as 2003. you can. About Searching on Multi-Select Picklists You can search and query on all of the values of a multi-select picklist field. and in the Phone Number pop-up. For currency. CRM On Demand Online Help Release 15 29 . enter the area code and then the asterisk (*) wildcard in the Local Number field. CAUTION: Using the asterisk character (*) might result in slow performance if used with large amounts of data. and not to other areas in Siebel CRM On Demand . for example. Contains none of the values. A record is found if all the specified filter values match the multi-select picklist values of a searched record. Using Wildcards with Filter Values You can only use the wildcard characters (* and ?) when searching for text and phone fields where the filter condition is Begins with. click the phone icon. To do this.Working with Records NOTE: This behaviour applies to filtered lists that use the condition Contains At Least One Value. search for all telephone numbers of a certain area code. A record is found if none of the specified filter values match the multi-select picklist values of a searched record. enter them in the format that your company uses but include four digits for the year. You can use wildcards in the following types of search: The Search Criteria section in Advanced Search The Search Criteria section in the Create List and Refine List pages Alpha Search on List pages Quick Search on List pages The Search section in the Action bar For telephone number fields. Contains at least one value. omit commas and symbols.

and. For analytics. The record types that support the Look in selector are: Account Activity Campaign Contact Custom objects (1. by user and by book. The Look in selector therefore displays a hierarchy of users and a hierarchy of books.Getting Started Using the Look In Selector The Look In selector allows you to narrow your searches to particular users or books. The Look in selector is supported for the relevant record type. 30 CRM On Demand Online Help Release 15 .3) Dealer Fund Fund Request Household Lead Med Ed Opportunity Portfolio Sales Assessment Service Request Vehicle The Look In selector allows you to restrict your search based on two criteria.2. You can expand and collapse each level in the hierarchy. Most employees will only see a hierarchy of users. The Look In selector is displayed in: The Search section in the Action bar The Lookup window The Search In section in advanced searches List pages Reports Homepage and dashboard The Look in selector is only displayed if: Display Look In Selector is enabled in your company profile. the book hierarchy is only displayed if Full Visibility is selected in the Historical Subject Areas setting in the company profile. with All at the top of the hierarchy. as the book feature is not enabled by default.

To update fields inline 1 On the record full List page. all of the sub-books are included in the search. you can adjust access levels to restrict or expand a user's access. the name of the book or user is displayed in the Look in selector. no information is displayed. if a field is read-only. when you rest the mouse on the field. all of the books applicable to you and your subordinates (if any) are selected. Each user has a set of default books. for example. Inline editing is only available on full List pages. If you click a Phone field. On a Full List page. Also. and click OK. only include sub-books when absolutely necessary. and sub-books for the book are displayed in the hierarchy. when you pause the pointer on the field. A different icon appears depending on the type of field. You can update records in the following ways: By editing fields inline on full List and Detail pages.Working with Records When you select a book. For some of the fields. You can use the Include Sub-Items checkbox to control whether sub-books or subordinates are included in the respective hierarchy. manage the owner of the record. After you select a book or user. By updating the record in the Edit page. The + symbol indicates that children in the hierarchy are also selected. Updating Record Details Generally. your user role must include the Publish Solutions privilege. information is displayed. for solution records. the field displays a Text editor and allows you to enter the phone number directly. clicking the fields is different from clicking the edit icon. Your company administrator can enable or disable inline editing in the company profile. Nothing happens when you click the field. Also. or record Detail page. Within the User hierarchy you can choose users that have delegated their access to you or users in your organisation. You can reach the Edit page by clicking the Edit link for a record in the List page. a read-only Inline Editor is displayed when you click the read-only field. if a field is read-only. CAUTION: For optimal performance. If you select All. you can update record information if you own the record. inline editing is enabled. or the Edit button for a record in the Detail page. On a Detail page. If you click the edit icon. it displays a Phone editor and CRM On Demand Online Help Release 15 31 . and not filtered list pages. or the owner grants you editing access to the record. However. move the pointer over the field that you want to update An edit icon appears on the right-hand side of the field. By default. 2 Click the edit icon or click the field to enable the Edit mode for Inline Edit.

This capability is not available for all associations. Linking associates records with each other so that you and others who have access rights to the record have a full view of the information. 32 CRM On Demand Online Help Release 15 . click the Edit button in the title bar. click the red cross icon or press the Esc key. Linking Records to Your Selected Record You can link records to the record that you are currently working on. or from the Detail page. if your company administrator has enabled multiple associations. Linking of records is referred to as smart associations in Siebel CRM On Demand. Phone Number and Extension separately. You can then select one or more contacts in this Lookup window to associate these contacts with the task. To save this record and then open the Edit page (where you can create another record). Area Code. update the necessary information. and you can also add links from the Detail page for a record. On the record Edit page. On the Task Edit screen. Click the green check mark icon or press Enter to save the changes.Getting Started allows the user to specify the Country. when you click the Lookup icon on a Contact fields. the Lookup window is pre-filled with contacts associated with the account that was specified for the task. the window is not pre-filled with records. it only exists for certain configured association controls. 3 4 Update the value of the field. but you can select a list of opportunities from the drop-down list. if the Account field in a Task record has a valid value. and you click the Lookup icon for Opportunities. Save the record: To save this record and then open the record Detail page (where you can link information to this record). To cancel changes. as you are creating or editing the task. For example. click Save. About Single and Multiple Associations There can be single or multiple associations between records. To update record details in an Edit page 1 2 3 On the record List page. click Save & New. For example. you might link multiple contacts with a task. click the Edit link for the record. You can create links when you create or update a record.

the application allows to you perform one of the following: Link (associate) an existing record or records. and where there is a single association. the application automatically searches for accounts that match. see Finding Records (on page 17). 6 Click the Select link to select the records you require. when creating a task. New records are added to the database at the same time that they are linked to the selected record. click Select for each record that you require. Click New to create a new record. you are presented with a Lookup window where you can perform additional searches. and select the appropriate account. The Lookup window appears containing a list of the available records. and click OK. which will be added to the list.Working with Records Automatic Resolution of Field Values When you are searching for records. For example. and then appears in the Activities pages. scroll down to the appropriate section and click Add. Create a new record that is automatically linked to the main record. 2 3 4 5 On the record Detail page. For more information on selecting records. Linking Records from the Detail Page From a record Detail page. The selected record or records appears in the Detail page. For example. In the Lookup window. CRM On Demand Online Help Release 15 33 . The records are moved from the Available Records list to the Selected Records list. an activity that you create from the Lead Detail page is linked to the lead. In cases where you can select more than one record. you can type in the name of the associated record and the application automatically attempts to resolve the association. you can: Use a Quick Filter search to filter the list. Click the Advanced link to filter the list. the appropriate account is used. When you save the field. which is similar to Using Advanced Search (on page 20). If no matches or multiple potential matches are found. see Filtering Lists (on page 47). Click the Next or Previous links to page through the list to find the record. Click the Lookup icon next to the field. you can type in the account name field. If a unique match is found. To link an existing record to your selected record 1 Select the main record (the record to which you want to link new records).

The record types that you can link to your selected record depend on the type of record you are working with. click one of the following links: Remove. 34 CRM On Demand Online Help Release 15 . This link disassociates the records without deleting either of the records. scroll down to the appropriate section and click New. This link deletes the linked record. For more information on selecting records. A deleted record is moved to the Deleted Items page and is permanently removed from the database after 30 days. see Finding Records (on page 17). The Information column provides instructions on how to link the record type from the Details page of the main record. In the row whose link you want to remove or delete. In the Edit page. create a new record that is linked to the main record. 2 3 On the record Detail page.Getting Started To create a new record and link it to your selected record 1 Select the main record (the record to which you want to link new records). as well as the customisations that you or your managers have made to the standard application. Del. Records Types Linked to Other Record Types The following table shows some record types that you can link to other records in the standard application. see Finding Records (on page 17). scroll down to the appropriate section. 2 3 On the record Detail page. For instructions on selecting records. To remove or delete a linked record 1 Select the main record.

You might need to add the section to your layout: Account To link an existing account and track the role it plays in relation to the contact. click Add. select an account. For field descriptions. CRM On Demand Online Help Release 15 35 . From contact records only: To link a campaign. this section appears on the Detail pages for account and opportunity records: To link an account and track it as your competitor for this record. For field descriptions. Competitors In the standard application. see About Accounts (on page 119). see Campaign Fields (on page 97). click Add. select the roles and save the record. Then enter the required information in the Edit form and save the record. Account Relationships Account Team Campaigns See Tracking Relationships Between Accounts (on page 130). For field descriptions. select the campaign and save the record. If the account you want to add does not exist. On the Add Account page. click Add Roles in the appropriate row. you can add it by clicking New in the Search for an Account window. If the account has more than one role. this section is available for contacts. See Sharing Records (Teams) (on page 52). click Add.Working with Records Record Type Information In the standard application. see Tracking Partners and Competitors of Accounts (see "Tracking Account Partners and Competitors" on page 129). select the role it plays for this contact and click Save.

this section appears on the Detail pages for opportunity records: To link an existing contact to your opportunity record. you can add it by clicking New in the Search for a Contact window. or several contacts to the same opportunity. Contact Relationships See Tracking Relationships Between Contacts (on page 148). this section is available for activity records (tasks and appointments). 36 CRM On Demand Online Help Release 15 . To link an existing contact. click New. If the contact you want to add does not exist. see Sharing Records (Teams) (on page 52) . see Contact Fields (on page 152). The Buying Role is critical for Key Role Analysis and for understanding the selling political environment. see Contact Fields. In the Contact List form.Getting Started Record Type Information Contacts In the standard application. select a contact and click Save. select the user's name. For field descriptions. this section appears on the Detail pages for account records: To link a new contact. In the Contact Team Add User window. If the contact that you want to add does not exist. select a contact. click Edit and link the contact. For more information on sharing records. click Add. On the Contact List page. Contact Team From contact records only: To allow this record to be visible to other employees. You might need to add it to your layout: To link the Primary Contact. click Add. You must select a Buying Role to clarify a contact's responsibilities within a company. define the contact's Buying Role and click Save. enter the required information in the Edit form and save the record. NOTE: You can link the same contact to several opportunities. In the standard application. scroll down to the Contacts section. click Add and link the contact records. and the contact's influence on purchasing decisions. click Add Users. you can add it by clicking New in the Search for a Contact (see "Contact Fields" on page 152) window. For field descriptions. To link additional contacts to the activity. In the standard application.

see Tracking Partners and Competitors of Accounts (see "Tracking Account Partners and Competitors" on page 129) or Tracking Partners and Competitors of Opportunities (on page 162). Then enter the required information in the Edit form and save the record. NOTE: To link an opportunity to a lead. click Add. the activity appears in the Activities list and Calendar. enter the required information in the Lead Edit form and save the record. see Opportunity Fields (on page 171). For field descriptions. For more information. this section appears on the Detail pages for most records: To link a new note. Open Activities In the standard application. see Leads Fields (on page 115). see Converting Leads to Accounts. For field descriptions. including those activities owned by or assigned to others. For field descriptions. this section appears on the Detail pages for account and opportunity records: To link an account and track it as your partner for this record. Notes In the standard application. Opportunities To link a new opportunity. enter the required information in the record Note form and save the record. convert the lead that is associated with the campaign to an opportunity. click New. Partners In the standard application. You can link several activities to your selected record. If an activity has a time associated with it. For field descriptions. click New. Then enter the required information in the Edit form and save the record. this section appears on the Detail pages for most records: To link a new appointment or task. click New. Referral See Adding Referrals (on page 150). this section appears on the Detail pages for campaign records: To link a new lead. see Adding Notes (on page 55). For field descriptions.Working with Records Record Type Information Leads In the standard application. see Activity Fields (on page 88). Contacts or Opportunities (on page 111). CRM On Demand Online Help Release 15 37 . click New Appt or New Task in the title bar. Users that can view the selected record can also see the Activities linked to the record. enter the required information in the Opportunity Edit form and save the record.

Solutions In the standard application. In the Search for a Solution window. you can click the Solution ID link to link an existing solution or click New to create a new solution. For field descriptions. click Add Solution in the Related Solutions title bar. To create a new solution. For more information. TIP: Before creating new solutions. The Search for a Solution window only shows solutions marked Published with a status of Approved. this section appears on the Detail pages for solution records: To add a solution. this section appears on the Detail pages for service request records: To link a solution. this section appears on the Detail pages for account and contact records: To link a new service request. In the Team Add Users window. For field descriptions. enter the required information in the Service Request Edit form and save the record. NOTE: If the record owner is part of a Group (defined by your company administrator). click New. however your company administrator can add this to certain record types: To allow this record to be visible to other employees.Getting Started Record Type Information Related Solutions In the standard application. 38 CRM On Demand Online Help Release 15 . check the Solution List page to make sure that the solution is not waiting to be published by your manager. the group members automatically appear in the Team Related Information section. You can add as many solutions as you like. NOTE: You can review linked service requests from the Solution Detail page. see Solution Fields (on page 206). You may want to link solutions to each other if they share related information or concern a related topic. but you must link them from the Service Request Detail page. click New. click Add Users. Team This is not part of the standard application. see Service Request Fields (on page 195). Service Requests In the standard application. click Add Solution and select an existing solution in the Search window. complete the required information and save the record. select the user's name. see Sharing Records (Teams) (on page 52).

Favourite Records Page The Favourite Records page shows your favourite records. the group members do not automatically appear in the User Related Information section. select a number of records to see at once.Working with Records Record Type User Information This is not part of the standard application. click the Delete link. Click the name of the record to display the Detail page for the record. Click the Previous or Next links. it is used strictly for tracking. The User list does not affect visibility to records. CRM On Demand Online Help Release 15 39 . NOTE: Unlike the Team feature. From this page. select the user's name. In the row for the record that you want to delete. you can perform the tasks shown in the following table: To perform this Change the sequence of the records Complete the following steps In the Favourite Records title bar. A filtered list shows a subset of the records that meet the criteria making up the list. The records then appear in the new sequence on the Action bar and the Favourite Records page. In the Number of records displayed in the drop-down list at the bottom of the page. On the Manage Favourites page. Delete a record from the list of favourites Display details of a record Page through the list Show more/fewer records Working with Lists You can limit the records that you see by creating filtered lists for many record types. In the Team Add Users window. if the record owner is part of a Group (defined by your company administrator). change the order of the records until it reflects the sequence that you want. click the Manage Favourites button. click Add Users. however your company administrator can add this to certain record types: To track another employee involved in an activity.

Show List Filter. Update a number of records in one go. such as Opportunities or Accounts. see Creating and Refining Lists (on page 44). For example. it is not added to the lists in the other languages that the application supports.Getting Started Siebel CRM On Demand provides standard filtered lists for many record types. Manage Lists. see Creating and Refining Lists (on page 44). For more information about quick ways of filtering your lists. Add records to a book or remove records from a book. Manage Lists Page (on page Create New List. You can also access this page by clicking View in the Manage Lists page. see View List Page (on page 49). see Exporting Records in Lists (on page 50). NOTE: A list that you or your managers create only appears in the language in which it is created. Show the key information for a list. Selecting a list opens the record List page and displays only those records that meet the criteria. Saves a list. which appear on the record Homepage. List Management Options In the List page for most record types. Export a list to save on your computer. Save List. If you switch languages. Only the default filtered lists appear in all languages. From the List page. When you click Save List. On the record List page. All employees can create filtered lists for their own use. Custom lists that you or your managers create are added to this List section. see Assigning Records to Books (on page 619). Accessing the List Management Options The way in which you navigate to the list management options varies with the record type as shown in the following table: 40 CRM On Demand Online Help Release 15 . Delete all the records from a list. this brings you directly to a page with Save options. Refine List. Each filtered list is specific to the record type. if an Italian manager creates a new list and some of her team uses the Spanish version of the product. Export List. Refine a filtered list. sort the records and review the records for specific information. Mass Update. see Updating Groups of Records (on page 53). you can find a specific record. Batch Assign Book. Manage the lists for the record type. her team members will not see the newly-created list. see Deleting and Restoring Records (on page 63). see 48). you can also filter the list further if there are too many records on the page. there is a Menu button with some or all of the following options: Batch Delete. Create a new filtered list. but you need to be assigned the appropriate role to create public lists that are available to all employees. see Filtering Lists (on page 47).

Click the Content Management link. Click the Home tab. use the Activities List page to create additional Communication Lists. At the bottom of the Alerts section on My Homepage. click the Admin global link. Activities 1 2 3 4 Click the Calendar tab. click the New button.Working with Records Record Type Main record types (on tabs) Steps 1 2 3 Click the record tab at the top of the page. On the Manage Attachments page. In the Open Tasks section. CRM On Demand Online Help Release 15 41 . click the Show Full List link. Therefore. Click the Menu button and select the required option. You can also access the New List page as follows: 1 2 Click the record tab at the top of the page. 1 2 3 4 At the top of any page. NOTE: Communication Lists are lists for specific types of activities. In the List title bar. click the Manage Attachments link. Click the Menu button and select the required option. On the Content Management page. Click the Menu button and select the required option. Click Manage Lists. click the Show Full List link. Communication lists are only available if your company uses the call centre. Alerts 1 2 3 Attachments Available only if your role includes the Manage Attachments privilege. In the Lists section. click the Create New List button. click a list.

click one of the following topics: Activities List Page (on page 86) Campaign Homepage (see "Campaign List Page" on page 96) Leads Homepage (on page 105) Accounts Homepage (on page 119) Contacts Homepage (on page 141) Opportunity Homepage (on page 159) 42 CRM On Demand Online Help Release 15 . Available only if your role includes the Manage Content privilege. On the Content Management page. Click the Menu button and select the required option. Click the Menu button and select the required option. Available only if your role includes the Manage Content privilege. click the Products link.Getting Started Record Type Users Steps Available only if your role includes the Administer Users. Click the User Management & Access Control link. Standard Filtered Lists For a description of the standard filtered lists. Groups and Roles privilege. click the Admin global link. 1 2 3 4 At the top of any page. Click the Content Management link. click the Product Categories link. click the Admin global link. Click the User Management link. Click the Menu button and select the required option. 1 2 3 4 Product Categories At the top of any page. On the Content Management page. Click the Content Management link. click the Admin global link. 1 2 3 4 Products At the top of any page.

On the record Homepage. Change the sequence in the Lists to Appear on Homepage list. the lists appear in the sequence that you set up.Working with Records Service Requests Homepage (on page 187) Solution Homepage (on page 201) MedEd Homepage (on page 235) Funds Homepage (on page 243) Household Homepage (on page 257) Portfolio Account Homepage (on page 265) Vehicle Homepage (on page 275) Dealer Homepage (on page 285) To open a list 1 Click the record tab. At the bottom of the record Lists section. Click Save. click the Calendar tab and then the Show Full List link in the Open Tasks section. (Only the first 10 lists appear on the Homepage. 2 From the Lists section on the record Homepage.) CRM On Demand Online Help Release 15 43 . select the list that you want to work with. Click the List Order button. or from a Lists page. click Menu and select Manage Lists to access the List Order button. To change the sequence of lists appearing on a Homepage 1 2 3 4 5 Click the record tab. NOTE: For lists of activities. click the Manage Lists link. Changing the Sequence of Lists Appearing on a Homepage You can use the following procedure.

and write down the exact field names and values as they are used in your application. However. Includes records that you have at least View access to. 4 In the Enter Search Criteria section. All records I or my subordinates own. When you create a list. if required. Your default setting for the Look in selector. Before you begin. user or delegate from the Look in selector. Case insensitivity can affect performance. Otherwise. For more information. the access level for your role and the access level for shared records. the printout does not capture the field values for drop-down lists. Only includes records in the filtered list that: You own Are shared with you by the owner through the Team feature Are shared with you through the group assignment feature (for tasks. accounts. your filtered list might not pick up the correct records. All records I own. as defined by your reporting hierarchy. select a book. as defined by your company administrator. you enter the criteria for filtering the records. NOTE: The Search In section is not displayed for record types that do not have owners (for example. Alternatively. 2 If the Book feature is enabled for your company. columns that are queried irrespective of case are shown in blue. All records where I or my subordinates are on the team My Default Look In. contacts and opportunities) All records where I am on the team. see Using the Look In Selector (on page 30). 44 CRM On Demand Online Help Release 15 .Getting Started Creating and Refining Lists After you access the Create List page or Refine List page for the list that you are creating or refining. use the option that works best for you. select one of the following from the drop-down list: All records I can see. Users). If this checkbox is selected. Products. perform the following: a Select a field from the Field drop-down list. if required. You might want to go to the record Edit page. you need to enter the fields and values for the criteria that you set up. select the Case Insensitive checkbox. 3 In the Choose Case Sensitivity section. you can print the record Detail page to capture the exact field names. To set up a list 1 In the Search In section.

CRM On Demand Online Help Release 15 45 . TIP: To create a list of service requests that do not have an owner. If you are refining a list. see About Filter Conditions (on page 24). select the Owner ID field. see Default Search Fields (on page 23). OR) that define the filter. select the corresponding field shown in this table or in About Countries and Address Mapping (on page 718). the Equal to filter condition. the fields are already populated with criteria that you can further refine. If the address field you need does not appear in the drop-down list.Working with Records The fields are pre-populated with the targeted search fields for the record type. and leave the value blank. To filter your list on this field Select this field from the drop-down list Street Number Address 1 Chome Ku Floor District Shi/Gun Colonia/Section CEDEX Code Address 4 URB Township MEX State BRA State Parish Part of Territory Island Prefecture Region Emirate Oblast Island Code Boite Postale Codigo Postal b Number/Street Address 2 Address 3 City PO Box/Sorting Code Province Zip/Post Code Enter the conditions. filter values and operators (AND. You can create other null lists using this general approach. For information about using filter conditions.

The List page appears displaying the results of your search criteria. and select Save List or Refine List to save your list. Use the up and down arrows to change the order of the selected fields. Examples Accounts: If you want to create a filtered list of accounts in the UK with annual revenue over £100. complete the form as follows: Field Condition Value(s) Annual Revenue Country Greater than Equal to 100000000 The UK AND Leads: If you want to create a filtered list of leads with potential revenue over £100.00. 7 Click Save. Therefore. the correct records might not be included in the list. You can then click the Menu button in the title bar.000.000. select a default sort field and click Ascending or Descending to select a sort order. You can use any symbols or punctuation marks except quotation marks ("") in your List Name. b 6 (Optional) To see the results of your search criteria without saving the list. and complete the fields in the Save options section: Field Comment List Name Type a name for the list (50-character limit). complete the form as follows: Field Condition Value(s) Potential Revenue Rating 5 Greater than Less than 100000 C AND For the Display Columns and Sorting Order section: a Choose the fields to display as columns in the search results by moving fields from the Available Fields list to the Selected Fields list.00 and ratings of A or B. Created lists are arranged alphabetically. you can click the column header to sort the fields based on the values in the checkbox. click Run. after the list is created. In the Sort by drop-down list.Getting Started CAUTION: When entering Filter Values. However.000. NOTE: You cannot select a field that is a checkbox as the sort field in this step. Otherwise. check to make sure that you are following the rules described in About Filter Values (on page 28). consider putting the most pertinent word at the beginning of the name. 46 CRM On Demand Online Help Release 15 .

you can also filter the list by clicking the Menu button in the title bar. Public lists appear on the record Homepage for all employees at your company. The filtered list that you created appears in the drop-down list in this page's title bar and in the Lists section of the record Homepage. select one of the following options: Private. but you can click the filter toggle icon to show the Quick Filter controls. The search controls that are displayed persist across different sessions. you can: Click on a letter in the Alpha bar to show records that begin with that letter only. Make the list available to users with a specific role only. see About Filter Values (on page 28). Role Specific. you can quickly filter the records in the list in two ways: Using the Alpha Search controls to filter on a particular column Using a Quick Filter search By default. If your user role includes the Define Public Lists privilege. Enter characters in the text field and click Go to find records beginning with those characters. Makes the list available to all employees. Allows you alone to see the filtered list. 8 Click Save and Run. Public. see Using the Look In Selector (on page 30). Click a column header to sort records based on that column. Filtering Lists In a List page. list pages show the Alpha Search controls. For more information. you can click the ABC icon. and whether it is sorted in ascending or descending order. and clicking Refine List. To switch back to the Alpha Search controls. CRM On Demand Online Help Release 15 47 .Working with Records Field Comment Description List Accessibility Enter a description of up to 251 characters. For more advanced filtering. You can use wildcards. An arrow next to the column header indicates which column the sort is based on. You can also restrict the records that are searched by selecting a book or user from the Look in selector. By default. Alpha Search With Alpha Search. records are searched using the left-most column as the search key.

Manage Lists Page The Manage Lists page shows the filtered lists for a specific record type:—those lists that you created. The values available in the filter condition drop-down list vary according to what you select in the search field. The filter value field is hidden when no value is required with the filter condition. plus any additional fields that your administrator has specified. For information about the filter conditions available. Occasionally. see About Filter Values (on page 28). you can perform the tasks shown in the following table: 48 CRM On Demand Online Help Release 15 . If required. For text and telephone fields. However. Click Go. the Alpha bar is not active—its characters are not hyperlinks—because the default sort order is on a column that the Alpha bar does not work with. filter condition and filter value. For example. the default sort order for the Deleted Items page is on the Type column. the data is sorted and the Alpha bar is then activated. To perform a Quick Filter Search 1 2 3 4 Select a field in the drop-down list to the right of the Show Results Where label. Select a condition from the filter condition drop-down list.Getting Started Alpha Search is case insensitive and does not affect the Refine list search criteria. enter a value in the filter value drop-down list. The fields that are available in the search fields drop-down list are those that are optimised for fast lookup. Therefore. For example. you can filter the list to show records where a selected field meets particular filter criteria. the Alpha bar is not active. the lists your managers created for you to use. see About Filter Conditions (on page 24). if you click the Name column header. you can use wildcards. From this page. and a telephone icon is displayed when you want to specify a telephone number. The filter value field changes to match the field type. as well as lists provided by the system. a calendar icon is displayed when you want to select a date. Quick Filter Search With Quick Filter search. Quick Filter Search is case insensitive and does not affect the Refine list search criteria. You select values from left-to-right in three drop-down lists to specify respectively the search field. which cannot be sorted.

Delete a list Page through the list Show more/fewer records Update a list Click the Previous or Next links. public or specific to a user role. or the filtered lists that were saved before the updating capability became available. In the row for the list that you want to delete. change the order of the 10 lists until they reflect the sequence you want. and the sort order of the field selected as the default search field. In the Number of records displayed drop-down list at the bottom of the page. You can only delete lists that you created. click the View link. View the key information and filter information for a list In the row for the list. Search In. NOTE: You cannot change the standard filtered lists distributed with the application. click the Delete link. where you can update the list. The subset of records that are searched to filter the list. The lists appear in the new sequence on your record Homepage and the drop-down list on List pages. This opens the View List page. This opens the Refine List page. Selected Fields. NOTE: Lists that remain in the Available list do not appear as options in drop-down lists or on Homepages. click the Edit link. The fields selected to display as columns in the search results. select the number of records to be seen at any one time. View List Page The View page displays the following information: Key list information. The name and description of the list and also: List accessibility.Working with Records To perform this Complete the following steps Add a list to Favourite Lists In the row for the list. On the List Display Order page. The fields. Change the sequence of the first 10 lists on the record Homepage and drop-down list In the Manage Lists title bar. filter conditions and filter values used to produce the filtered list. click the Favourites icon. In the row for the list you want to update. click the New List button. enter the required information and save the record. click the List Order button. CRM On Demand Online Help Release 15 49 . The visibility of the list indicating whether it is private. Filter information. On the New List page. Create a filtered list In the Manage Lists title bar.

On the record List page. you can save it by downloading the file. favourites Display a list Page through the list Show more/fewer records Click the name of the list to display the List page from which you can work with the list. complete the required information.Getting Started Favourite Lists Page The Favourite Lists page shows your favourite lists. you can perform the tasks shown in the following table: To perform this Change the sequence of the lists Complete the following steps In the Favourite Lists title bar. you need to export the list again. For more information. click the Delete link. You can embed Favourite Lists as a Web widget in other applications. click the Manage Favourites button. your user role must include the List Export To export records in a list 1 2 3 50 From the record Homepage. see Embedding a Favourite Lists Widget (on page 308). On the Manage Favourites page. click the Menu button in the title bar and select Export List. In the Number of records displayed drop-down list at the bottom of the page. From this page. Exporting Records in Lists You can export the records that meet the criteria that you set up in a list. After the system exports the file. change the order of the lists until it reflects the sequence that you want. After this. Click the Previous or Next links. On the Export List page. CRM On Demand Online Help Release 15 . The lists appear in the new sequence on the Action bar and the Favourite Lists page. select the list that you want to export. privilege. NOTE: The system retains your export results for 72 hours. To perform this procedure. Before you begin. select the number of records to be seen at any one time. Delete a list from the list of In the row for the list that you want to delete.

4 5 In the Completed Requests section. For a Queued Export (larger export). click the My Setup global link.Working with Records 4 Click Export. your name might not appear in the Owner field) You can transfer the ownership of most records if: You own the record CRM On Demand Online Help Release 15 51 . 5 From the List Export Request Detail page. the results appear in the List Export Request Detail page in a zip file. Click the Export Request Queue link. The zip file consists of an export summary text file and CSV file for each type of record you exported. For an Immediate Export. You can then: Click Download to open or save the zip file. showing the time that the export was completed or the estimated completion time. Click Delete to delete the file. To review the export status later: a b c In the row of global links at the top of every page. The Export Request Queue page appears. click My Setup. the Personal Export Request Queue appears. Click the Data and Integration Tools link. To view your export results or queue 1 2 3 In the upper right corner of any page. You become an owner when: You create the record The record is assigned to you You are in a group that owns the record (with group ownership. Transferring Ownership of Records You own a record when your name is in the Owner field. you can view and edit all records that you own. Click the Export Request Queue link. Click the Data & Integration Tools link. you can download the file or delete it. Typically. click the Export Type or Record Type link to open the Export Request Details page.

click Edit. With account records. you can also transfer the ownership if the record owner has granted you full-access rights to that record. see Finding Records (on page 17). you do not need to click Edit to go to the Edit page. Set roles and access levels: NOTE: Depending on the record type and setup. your application might differ from these options. 2 3 4 5 On the record Detail page. click the Last Name link of another employee. To share a record 1 Select the record. To share a record. 3 4 5 Click the Lookup icon next to the Owner field. Save the record. you first add the person to the Team for the selected record. contact and opportunity records only. see Finding Records (on page 17). 52 CRM On Demand Online Help Release 15 . contacts and opportunities. In the Search window. Sharing Records (Teams) For some record types. you can also share the contact and opportunity records that are linked to that account record. In the Team Add User window. such as accounts. click the Lookup icon next to User. For instructions on selecting records. To transfer ownership of a record 1 Select the record. Then you specify the person's access level to the record. select an employee. scroll down to the Team section and click Add Users. you can share a record so that others can view it. In the Search for a User window. For instructions on selecting records.Getting Started One of your direct reports owns it Your privilege and access level permit it NOTE: For account. 2 On the Detail page. NOTE: If the inline edit feature is enabled for your company.

Working with Records a (Optional) To explain the role the linked record plays in relation to the main record. contacts. NOTE: Your managers have owner access to records of their subordinates (as long as Manager Visibility is turned on for the company) regardless of your selections here. create a list to capture the records that you want to update. clear the checkbox for records that you don't want to update. Users can view records but not change them. If your list contains more than the maximum number of records. On the record List page. select an option from the Access drop-down list. repeat the updating procedure on the remaining records. Edit. To update a group of records 1 2 3 4 From the record Homepage. click the Menu button and select Mass Update. To perform this procedure. Users can update records. such as changing the owner to a different employee. For any user. appointments). service requests or activities (tasks. select an option from the Team Role drop-down list. Read-only. select the fields and enter new values for these fields. CRM On Demand Online Help Release 15 53 . You can select up to five fields to be updated to new values. This allows you to update a value for an entire group of records at once. 5 Click Finish. b 6 Click Save. leads. your user role must include the Mass Update privilege. if necessary. In Step 2. Users can update or delete records. Updating Groups of Records You can update the values in fields for a list of records: accounts. leave the Value column blank in Step 2. Before you begin. opportunities. In Step 1. the most liberal access set at any point in the application is the one that determines the access level for that user. To set the access rights for the record type. To remove existing values from a field. click the list of records that you want to update. Full. NOTE: You can update up to 50 records at a time. Also.

Fields that are updated by the system default to the value from the primary record and cannot be changed. When you merge accounts. 2 3 4 On the record Detail page. see Finding Records (on page 17). The following considerations apply to the merging of records: Fields with the same values cannot be changed. For instructions on selecting records. To merge two records 1 Select the record you want to retain as the primary record. you specify the field values from the two records that you want to keep in the record that you retain. and select the values to be saved with the record. which is called the primary record. Note the record names so that you can select them during the merge. you must delete them. review the values for each record.Getting Started Merging Records If you have a duplicate record. click the Merge button. the owner of the duplicate account records is added to the account team and given full access to the primary record Before you begin: To perform this procedure. The Value to Save column displays the values from the primary record by default. 54 CRM On Demand Online Help Release 15 . and Delete for the duplicate record. service requests or portfolio accounts. your user role must include the Merge Records privilege. Your access level must be Edit for the primary record. click the Lookup icon. you can merge the two records into one for accounts. contacts. and select the Duplicate record. 5 Click Finish. leads. In Step 1. To remove duplicate related records. The record that is deleted is called the duplicate record. When you merge a record. Account and contact teams are not merged. There is no duplicate checking for related records. In Step 2. The team from the primary record is retained Any records that are linked to the duplicate record are linked to the primary record.

On the top line of the note. scroll down to the Notes section and click New in the Notes title bar. notes that you add to the list of notes are also added to the Notes section. To add a note in the Notes section 1 Select the record. By clicking New in the Notes section. If you do not select Private. if the Notes section is present. fill in the Subject. click the note icon. A copy of these notes is also added to your Message Centre. However. If you do not select Private. CRM On Demand Online Help Release 15 55 . you can add notes to a list of notes for the record. On the Note Edit page. You can add a note in two ways: By clicking the note icon at the top-right of the page. To add a note using the note icon 1 Select the record. With this method. Click New Note. For instructions on selecting records. see Finding Records (on page 17). For more information about the Message Centre. The method used to create a note makes no difference to the access permissions to the note. This is available if the Message Centre is enabled for your company. the Notes section will not be available. To prevent others from viewing the note. 6 Click Save. others with access to this record can view the note. 2 3 4 On the Detail page. select Private. see Finding Records (on page 17). 2 3 4 5 On the Detail page. see Working with the Message Centre (on page 12). select Private. if your company administrator has made the note icon available. To prevent others from viewing the note. Typically. For more information about using the list of notes. and subscribe to notes that are added to the record. fill in the Subject.Working with Records Adding Notes You can add notes to most records. For instructions on selecting records. others with access to this record can view the note. see Working with the List of Notes (on page 57).

NOTE: Different restrictions apply when you import notes into Siebel CRM On Demand (see Note Fields: Import Preparation (on page 703)).Getting Started 5 Save the record. Note Edit Page The Note Edit page allows you to add a note to a record or update information in an existing note. Click the Subject column header to sort the data. click the Note button. View note details 56 CRM On Demand Online Help Release 15 .350 characters. On the Note Edit page. click 0-9. update the information and save the record. If you do not select Private. Description Note Page (List) The Note page shows all notes linked to a record. Field Description Private Indication to exclude this note from others' access. You can restore deleted items for up to 30 days after deletion. It shows the complete set of fields for a note record. Click the Edit link in the row of the record you want to update. Limit of 16. On the Note Edit page. anyone with access to this record can view the note. complete the required information and save the record. Click the Edit link in the row of the record you want to update. Click the Previous or Next links. The following table describes what you can do from the Note page: To perform this Create a note Delete a note Find a note Page through the list Show more/fewer records Update a note Complete the following steps In the Notes title bar. Then click a letter in the Alpha bar. select the number of records to be seen at any one time. On the Note Edit page. You can also edit the fields that are displayed on the Notes page inline. Click the Del link in the row of the record you want to delete. For notes beginning with numbers. review the note details. In the Number of records displayed drop-down list at the bottom of the page.

or if the note is from today. The note is sent to the Message Centre of all users who have subscribed to the record. you can click on a link in a note on a record to navigate to the record. The date of the note is displayed. a list of notes is displayed. To subscribe to notes on a record 1 Select the record. see Working with the Message Centre (on page 12). the record Detail pages contain a note icon at the top right of the page. together with the subject of the note or first part of the note text. For more information on selecting records. Scroll down to the required note. and click Subscribe. Type a subject on the first line. For more information.Working with Records Working with the List of Notes If this feature is enabled for your company. This action deletes the note from the Message Centre and the record Detail pages. When you click the note icon. type the note and click Save. The number next to the note icon indicates the number of notes attached to the record. Subscribe to notes on the record Delete a note View details of the user who sent a note Subscribing to Notes You can subscribe to notes that are added to a record so that when someone adds a note to the record. Scroll down to the required note and click the user name. Scroll down to the required note and click Delete. From the Message Centre. From the list of notes you can do the following: To perform this View a note Create a new note Complete the following steps Scroll down to the required note. the note is sent to your Message Centre. From the Message Centre. click the note icon. if there is no subject. Click New Note. the time. see Subscribing to Notes (on page 57). For each note. users can click a link on the note to navigate to the record. The User Details page for the user is displayed. the name of the user who created the note is displayed. see Finding Records (on page 17). You can subscribe to notes on any records to which you have access. CRM On Demand Online Help Release 15 57 . For more information about the Message Centre. 2 On the Detail page.

for reasons of data protection and security. For more information about using the Message Centre. you can reply to notes from other users. to conserve space. The button label changes to Subscribed. If you try to attach a file with an unsupported file type. consider placing the file on a public server and indicating the path and file name for it instead of attaching the file to the record. These fields appear in Detail pages. you receive an error message. From the Message Centre. Sending Notes to Other Users You can send a note to other users by clicking a note icon that is displayed next to a user's name in the application. such as . Also. This allows quick access to the users that you often send messages to. such as First Name. You can use this facility with the fields associated with a user name. update the file content and replace the previous attachment with the revised one Before you begin. You can add user records to the favourite Records section in the Action bar. lists and other places in the application. 58 CRM On Demand Online Help Release 15 . the application does not allow you to attach certain file types.exe or . you can: View the attachment Select a different attachment For a file attachment. and click Save. Ensure that your file does not exceed 4 MB or. Once you do this. Attaching Files and URLs to Records You can attach files and URLs to most records. Owner.Getting Started 3 Click the Subscribe button. To send a note to another user 1 2 3 Move the pointer over the field associated with the user name so that the note icon appears. see Working with the Message Centre (on page 12). Click the note icon Type the note.zip files. You can cancel the subscription by clicking the button again. Created By and Modified By. The note is sent to the Message Centre of the user.

To view an attachment 1 Select the record to which the file or URL is attached. see Finding Records (on page 17). 2 On the Detail page. On the Attachment Edit page. click the Browse button and select the new file. 2 3 On the Detail page. follow the procedure for adding a URL attachment.Working with Records To attach a file or URL to a record 1 Select the record to which you want to attach the file or URL. For instructions on selecting records. 3 On the Attachment Edit page.xls). Fill in the Attachment Name field with a display name that identifies the file attachment. Update the Attachment Name field. 4 On the Attachment Edit page. For instructions on selecting records.com) and the Attachment Name field with a display name that identifies the URL. click the Browse button next to the File field and select the file. perform the following: For a file attachment.crmondemand. NOTE: If you have placed a file attachment on a public server. fill in the URL field with the URL address (for example: www. NOTE: If you want to send users to a public server to access the file. scroll down to the Attachments section and click View in the appropriate row. CRM On Demand Online Help Release 15 59 . 2 On the Detail page. scroll down to the Attachments section and click the Attachment Name link for the attachment you want to replace. To select a different attachment 1 Select the record to which the file or URL is attached. fill in the URL field with the path and filename (for example: \\scdept\attachments\products. click Save. see Finding Records (on page 17). not a file attachment. For a URL attachment. For instructions on selecting records. perform the following: For a file attachment. if necessary. scroll down to the Attachments section and click Add Attachments or Add URL in the title bar. see Finding Records (on page 17).

Some fields appear on the Detail pages for the record type to which you are attaching the file. Attachment Fields The following table describes field information for a file or URL that you attach to a record in the application. see Finding Records (on page 17). 5 6 On the Detail page. scroll down to the Attachments section and click Replace in the row of the file attachment. In the Attachments section. select the updated file and click Save. For instructions on selecting records.Getting Started For a URL attachment. For a file attachment. the path and filename of the attached file. to your hard drive. System-generated. Sign in to Siebel CRM On Demand. Review the information in this table to ensure that your file meets the file size and file type requirements: Field Attachment Name Created By File Modified By Description Name you want to use to identify the file or URL. fill in the URL field with the new URL address and update the Attachment Name field. click Save. review the new attachment record. Edit the file and save it locally. 4 On the Attachment Edit page. for example. click the Back link until you return to the original record Detail page. In the Replace Attachment window. TIP: To verify that you have entered the correct attachment information. Select the record to which you want to attach the updated file. To update a file attachment 1 2 3 4 From its original location—not from within Siebel CRM On Demand—open the attachment. 60 CRM On Demand Online Help Release 15 . Alias of the person who first attaches the file to the record. Name of the person who creates or updates the record followed by the date and time at which it is created or updated. if necessary. other fields appear on the Attachment Edit page. System-generated.

complete the required information and save the record. you cannot sort on that field. For your data protection and security. such as . URL Complete URL address. the application does not allow you to attach certain file types. Click the Attachment Name column header to sort the data. Attachment List Page The Attachment List page shows all files and URLs linked to that record. Then click on a letter in the alphabet bar. You can restore deleted items for up to 30 days after deletion. In the Number of records displayed drop-down list at the bottom of the page. The following table describes what you can do from the Attachment List page: To perform this Attach a file to the record Complete the following steps In the Attachments title bar. complete the required information and save the record. Attach a URL to the record Delete an attachment Find an attachment Page through the list Select a different attachment to replace the current one Show more/fewer records Sort the list of attachments View the attachment CRM On Demand Online Help Release 15 61 . Click the underlined column header on which you want to sort. On the Attachment Edit page. This opens the file or takes you to the URL. it displays URL. click the Add URL button. select the number of records to be seen at any one time. Click the Previous or Next links.doc for a Microsoft® Word document. select another file and save the record. you receive an error message. Click the Del link in the row of the record you want to delete. For a file attachment. On the Attachment Edit page. If you try to attach a file with an unsupported file type. For attachment names beginning with numbers. the file type.Working with Records Field Size (in bytes) Type Description For a file attachment. Click the Replace link in the row of the record you want to change. the file size.exe or . click the Add Attachment button. For a URL attachment. Click the View link in the row of the record you want to view. The limit is 4 MB for each file. On the Attachment Edit page. In the Attachments title bar. If the column header is not underlined.zip files. click 0-9. such as . The URL link shows a nominal file size of 2 KB.

so it might not be available in your version of the application. the script opens automatically. For instructions on selecting records. If necessary. TIP: To find the appropriate script. you can access the scripts to collect information from your customer. Otherwise. if your company administrator has set this up. These fields only appear on the record form if the company administrator has added them to a page layout for your user role. To use an assessment script 1 Select the record. data subsequently changed in the template script by the company administrator are not reflected in the script created in the detail page. select the script from the Search for a Script window. see Finding Records (on page 17). If your managers set up the assessment scripts. Opportunity and Service Request record. After a script is added to the Detail page. Lead. The only exception is the data from the answer section. The values that you define in these picklists are used to prepopulate four corresponding drop-down lists in the Search for a Script window.Getting Started Using Assessment Scripts NOTE: This feature is not part of the standard application. For the Contact. The information can then be used in reports or analyses. If only one script meets the criteria defined by your company administrator. 62 CRM On Demand Online Help Release 15 . Data in the answer section can be changed by the company administrator at any time and is reflected on the Detail page when you work through the assessment question. these fields might be named Assessment Filter 1 to Assessment Filter 4. and click Go. you need to select the appropriate script in the Search window. 2 3 On the record Detail page. The application allows you to access scripts from the following record types: Lead (Lead Qualification scripts) Contact (Satisfaction surveys) Service Request (Call Scripting and Satisfaction surveys) Opportunity (Opportunity Assessments) An assessment script must be active and have at least one criterion set by your company administrator before it is displayed on the record detail page (answers can be added later). select an option from the drop-down list. your company administrator can set up four picklist fields. scroll down to the script section and click Add. The values selected for each picklist in the parent form are used to preselect the value in the drop-down lists in the Search for a Script window. For example.

Records stored in Deleted Items do not count towards a company's total disk storage limit. Always restore the parent record first. During that time. the answers to the questions and the outcome are mapped back to the parent record. only the account record appears in the list of deleted items. if you delete an account with three activities linked to it. For example. The last assessment date is also populated. that activity would appear in the list as a separate record. they are immediately purged from the system and cannot be restored. When restoring a record. The score. Depending on how your company administrator set up this script.Working with Records 4 5 On the script page. the deleted items are permanently purged and cannot be retrieved. When you delete a record or a list of records. you will see all deleted items for your company. Deleting a record automatically deletes some records linked to the record you are deleting. However. after 30 days. Click Save. an outcome is calculated. Instead of being stored for 30 days. all records linked to that record at the time it was deleted are also restored with their relationships intact. The parent record appears in the deleted items list. When you click the Deleted Items global link. any linked notes are also deleted. the All Deleted Items page appears with all the items you have deleted. if you had deleted one of those linked activities before deleting the account itself. If your user role includes the Recover All Records privilege. however the linked records do not. NOTE: Companies are limited to the amount of data they can store. CRM On Demand Online Help Release 15 63 . the records are stored for 30 days in the Deleted Items area. you can restore the records. Deleting and Restoring Records You can delete a record if your access level to that record allows it. You can delete a list of records if your role includes the Batch Delete privilege. Depending on whether the score is above or below the threshold. if you try to restore a child record first. However. The only time a linked record appears as a separate record is when you delete the linked record before deleting the parent record. ask your customer the questions and complete the required information. the system displays an error message. For example. NOTE: Alert records and their attachments are the exception to the normal deletion behaviour. the following events might occur: A score is calculated and compared to a threshold. if you delete an account.

2 3 4 On the record Lists page. click Log in the Processed Requests section. 64 CRM On Demand Online Help Release 15 . service requests or activities. your user role must include the Batch Delete privilege. To restore a record 1 2 Click the Deleted Items global link. you can restore records that anyone at your company deleted. NOTE: If your role includes the Recover All Records privilege. click the list of records that you want to delete. 1 From the record Homepage. Click Restore in the row for the record. click Proceed in the Active Requests section. To delete a list of records Before you begin. the deletion does not occur. This allows you to import the data back into CRM On Demand if you delete some records in error. 5 To review the log file for the deletion. TIP: Export the list before you delete it. To perform this procedure. Click OK to confirm that you want to proceed.Getting Started To delete a record Click Del in the row for the record. contacts. You can return to the Batch Delete Queue by clicking the Admin global link and then the Batch Delete Queue link on the Admin Homepage. opportunities. click the Menu button and select Batch Delete. On the Batch Delete Queue page. The following table provides further information about deleting records. You can delete lists of accounts. NOTE: If you do not click Proceed. leads.

the following linked records are also deleted: Leads Activities (along with any attachments linked to this activity) Notes Attachments The following linked records are not deleted: Accounts Opportunities CRM On Demand Online Help Release 15 65 . When deleting a campaign. the following linked records are also deleted: Leads Activities (along with any attachments linked to this activity) Notes The following linked records are not deleted: Opportunities Campaign Contact When deleting a contact.Working with Records If you delete this Account You should be aware of this You cannot delete an account if it is linked to an Opportunity with a Sales Stage of Closed-Won. these linked records are also deleted: Attachments Alert Alert records and their attachments are the exception to the normal deletion behaviour. they are immediately purged from the system and cannot be restored. the following linked records are also deleted: Leads Opportunities Activities Notes Attachments The following linked records are not deleted: Contacts (along with any attachments linked to this activity) Activity When deleting an activity. Instead of being stored for 30 days. When deleting an account.

When deleting a lead. No child records are deleted when the household is deleted. it might take some time to complete. the following linked records are also deleted: Activities (along with any attachments linked to this activity) Notes Attachments Group When you delete a group.Getting Started If you delete this Dealer You should be aware of this When deleting a dealer. the following linked records are not deleted: Invitees (contacts) NOTE: You cannot delete an event that has a status of Completed. delete it and create a new one. the following linked records are also deleted: Activities (along with any attachments linked to this activity) Notes Attachments The following linked records are not deleted: Opportunities Household Lead Medical Event When deleting a medical event. and the record ownership reverts to the employee in the Owner field. 66 CRM On Demand Online Help Release 15 . To change a filtered list. the following linked records are also deleted: Activities (along with any attachments linked to this activity) Notes Attachments Filtered List Fund Filtered lists cannot be edited. If this process involves a large number of records. During this time. When deleting a fund. the system removes the reference to the group from the group's records. the system does not allow group members to create records.

Otherwise. To remove it from the list of available products that your employees can link to opportunities (as products) or accounts (as assets). the application does not let you delete the role. but the products are retained. CRM On Demand Online Help Release 15 67 . the following linked records are also deleted: Activities (along with any attachments linked to this activity) Attachments The following linked records are not deleted: Contacts Product You cannot delete a product.Working with Records If you delete this Opportunity You should be aware of this You cannot delete an opportunity that has a Sales Stage of Closed because this information is used for historical reporting. When a category is deleted. Before deleting a role. Role A user whose role includes the Administer Users. Groups and Roles privilege can delete roles. Instead of being stored for 30 days. clear the Orderable checkbox on the Product Edit page. all users assigned to this role must be assigned to a different role. Product Category A user whose role includes the Manage Content privilege can delete product categories. deleted roles are immediately purged from the system and cannot be restored. the association between the product and the category is broken. When deleting an opportunity. these linked records are also deleted: Leads Activities (along with any attachments linked to this activity) Notes Attachments The following linked records are not deleted: Contacts Accounts Portfolio Account When deleting a portfolio.

68 CRM On Demand Online Help Release 15 . The company administrator can query on account.Getting Started If you delete this Solution You should be aware of this When deleting a solution. change the status to Obsolete instead of deleting it. The Territory Detail page shows the company administrator whether or not the territory has any children. opportunity and so on using the condition where Territory = <Territory to be deleted> to find out if the territory has any associated account. opportunities and so on. accounts. find the existing record and update it. The same criteria are used to determine record duplicates when creating records as when importing records. The existing record can reside in your current company records. the following linked records are also deleted: Activities (along with any attachments linked to this activity) Notes Attachments About Duplicates When Creating Records When you create a record. but it is saved for historical purposes. For information on what constitutes record duplication.) Territory A user whose role includes the Administer Territories privilege can delete territories. the application warns you if that record already exists. cancel creating the record. but it was at one time linked to a service request. This means that your company can prevent the solution from being further used by your customer service representatives. go to the Solution Detail page and check the Service Requests section for linked records. see the table in About Record Duplicates and External IDs (on page 741). (To determine if the solution has been used. Territories can be deleted regardless of whether or not they are associated with other territories. the following linked records are also deleted: Solution Histories The following linked records are not deleted: Service Requests Solutions TIP: If you believe a solution is no longer useful. If you receive the duplicate error message. opportunity and so on. Vehicle When deleting a vehicle.

To print the information appearing on your page 1 2 3 4 Click the Printer Friendly link. such as forms for creating new records. To exit Siebel CRM On Demand In the top right corner of your Siebel CRM On Demand page. All extraneous interface elements and links are excluded when you print a page. In the window. usually configured for 10-15 minutes. and all views and data assume the first user is still signed in. click the Print link. and close all open Siebel CRM On Demand windows. In the Print window. click Preferences.com/OnDemandCustomerCare/ CRM On Demand Online Help Release 15 69 . our services or our processes at https://ebusiness. Using Landscape mode optimises the appearance of the data on the printed page. Click the Layout tab and select Landscape. Exiting Siebel CRM On Demand CAUTION: Before exiting the application. If you are using Call Centre On Demand. 5 Follow the on-screen instructions to print the report. If you close the browser window to exit Siebel CRM On Demand. click the Sign Out link in the top right corner. explicitly save all information.siebel. NOTE: To sign in as a different user. click the Sign Out link.Contacting Oracle Printing Information That Appears on Pages From all pages except the Edit pages. you can print the information that shows on that page. the call centre application. If you don't explicitly sign out. Contacting Oracle Oracle offers a variety of services and welcomes your suggestions about this application. your session remains open until it times out. change your work status to Unavailable before signing out. Use the following resources to: Suggest improvements to the product. the browser instance is not closed.

Getting Started Request sales collateral or information about our new products and promotions at http://www.com/ Suggest improvements to online help by sending email to siebeldoc_ww@oracle.com 70 CRM On Demand Online Help Release 15 .crmondemand.

Tasks and appointments can be meetings. create and update your activities. click Delete. On the Appointment Edit page. they do not appear on the Calendar pages or Activity lists. To perform this Create a task Complete the following steps Click New in the Open Tasks title bar. NOTE: If your role includes the Calendar Sharing privilege. see Calendar Setup Page (on page 84). NOTE: Communication activities generated from Call Centre On Demand belong to a specific activity subtype. whereas appointments are scheduled on your calendar with a specific date and time. which contains a Daily Calendar section. The following table describes what tasks you can perform from the Daily or Weekly Calendar. calls. On the Appointment Detail page.C H A P T E R 2 2 Calendar and Activities Use the Calendar pages to review. For more information on additional functionality. demonstrations or events. Calendar Pages The Calendar pages provide the main area for managing activities. enter the required information and save the record. Click the arrows in the Calendar View section. enter the required information and save the record. Create an appointment Click New Appointment in the Calendar title bar. a Calendar View section and an Open Tasks section. An activity consists of tasks that you need to accomplish before a certain date and appointments that you want to schedule for a specific time. Delete an appointment Click the link for the appointment that you want to delete. On the Task Edit page. your Calendar pages might provide additional functionality to that listed on the default page. The default page is the Daily Calendar page. CRM On Demand Online Help Release 15 71 . Therefore. The difference between tasks and appointments is that tasks appear in a task list and have a due date and status. Go to a specific day Go to a specific month Click the day link in the Calendar View section.

Click the arrows in the Daily Calendar section. For more information on updating records. closed or all). appointments. On the Appointment or Task Detail page. edit the fields inline or click Edit to open the Appointment or Task Edit page. Click the link for the activity (appointment or task) that you want to view. Click the 7 icon in the Calendar. On the Task Detail page. click the Show Full List link. see Updating Record Details (on page 31). or activities View the day's appointments View the details of an activity View the entire month's appointments View the entire week's appointments Click the 1 icon in the Calendar. Scheduling Appointments with Others (on page 81) 72 CRM On Demand Online Help Release 15 . click the Show Full List link. On the Activities List page. Click the 31 icon in the Calendar. On the Activities List page. click the drop-down list and change the selection. Steps for Calendars and Activities Click a topic to see step-by-step procedures for performing the following: Viewing Activities (on page 73) Creating Activities (on page 74) Updating Activities (on page 75) Limiting Activity Records Displayed (on page 75) Marking Tasks as Completed (on page 76) Assigning Activities to Another Employee (on page 76) Tracking Sales Calls to Customers (see "Tracking Visits (Sales Calls) to Customers" on page 77) NOTE: This feature might not be available in your version of the application as it is not part of the standard application. Click the link for the activity (appointment or task) that you want to update. click the Mark as Completed button. In the Open Tasks section. View a list of tasks (open. select the activity whose status you want to change.Calendar and Activities To perform this Mark a task as completed Page through the Calendar day by day Update an activity Complete the following steps In the Open Tasks section.

Calendar Pages The Calendar pages show your appointments as they would appear in an appointment book. such as changing names for record types. such as Accounts. you can also perform the following procedure: Viewing Group Task Lists (on page 80) For additional procedures that are common to all records. The Detail pages contain sections showing open activities and completed activities linked to a specific record. you can also perform the following procedures: Viewing Others' Calendars (on page 83) Sharing Your Calendar (on page 84) Setting Your Default Calendar View (on page 84) Adding Custom Calendar Views (on page 85) If your user role includes the Calendar Sharing privilege and your company uses the default group assignment option. Therefore. see Working with Records (on page 14). Also. sorted by due date by default. you may not be able to perform all procedures described in the preceding list. You can review other days by using the monthly calendars on the right or by clicking the 1. 7 and 31 icons above the appointments. NOTE: Company administrators can customise your application in a variety of ways. NOTE: You can also synchronise your activity records with the Offline edition of Siebel CRM On Demand as well as with Microsoft® Outlook. sorted by date. The Daily and Weekly Calendar pages also show a list of your tasks. opened on today's schedule.Steps for Calendars and Activities If your user role includes the Calendar Sharing privilege. CRM On Demand Online Help Release 15 73 . fields and options in drop-down lists. Contacts and so on. the information that you see on-screen might differ from the standard information described in the online help. Viewing Activities Siebel CRM On Demand keeps your activities in the forefront by showing them on several pages: My Homepage My Homepage contains separate lists for your appointments and tasks. Detail page for record types. depending on your access level.

down arrow for Low). Related Topics Using the Offline Edition 314 Adding Emails from Microsoft Outlook and Lotus Notes 332 74 CRM On Demand Online Help Release 15 . Each level has a corresponding character or icon to indicate the priority of the task (up arrow for High.Calendar and Activities About Managing Tasks One way of managing tasks is to prioritise them by importance or urgency. such as High. see Creating Records (on page 14). fill in the required activity information. This section describes one method for creating an activity. depending on what you are working on and what you need to do. which allows you to add the record while continuing with your work in the main area of the application. For a description of all the methods. In the form. Medium or Low. available for companies that use the Group feature. no arrow for Medium. click the Appointment or Task link. Creating Activities You always create an activity (task or appointment) by entering information in a form. You can access this form from different areas within the application. Save the record. see Viewing Group Task Lists (on page 80). To create an activity using the Create box 1 2 3 4 From any page. For information about the Group Task List tab. NOTE: Tasks appearing in red are past their due date. You can change the priority level of a task on the Task Edit page. You prioritise a task by assigning it a level. From the list. go to the Create box in the left Action bar.

change the selection in the drop-down list. see Updating Record Details (on page 31). You might want to go to the Task Edit or Appointment Edit page and write down the exact field names and values as they are used in your application. however. the information that you see on-screen might differ from the standard information described in the online help. the printout does not capture all of the available field values for drop-down lists. A list shows a subset of the activities that meet the criteria saved within the list. From the Open Tasks section on the Calendar Page. click the Show Full List link. your filtered list might not pick up the correct records. 2 On the Appointment or Task Detail page. Otherwise. To update activity information 1 Select the task or appointment. When you create a list. On the Activities List page. Alternatively. you need to enter the fields and values for the criteria that you set up.Steps for Calendars and Activities Updating Activities You can update the information in the activity record. click Show Full List. To open a filtered list for activities 1 2 3 Click the Calendar tab. such as changing names for record types. Limiting Activity Records Displayed You can limit the activities that you see by selecting a filtered list. Therefore. see Finding Records (on page 17). NOTE: Company administrators can customise your application in a variety of ways. fields and options in drop-down lists. including changing the record status to completed. CRM On Demand Online Help Release 15 75 . To create a filtered list for activities 1 2 Click the Calendar tab. From the Open Tasks section on the Calendar Page. Before you begin. For more information on updating records. you can print the record Detail page to capture the exact field names. For instructions on selecting activities. edit the fields inline or click Edit to open the Appointment or Task Edit page. if you have edit access to the record.

you can edit a record if you own it or if the owner reports to you. However. The assigned activity also maintains all prior associations for the activity. click the Mark as Completed button. You can track tasks that you have assigned to others by using the Delegated task lists in the drop-down list on your Activities Lists page. completed tasks do not remain on My Homepage. access levels can be adjusted to restrict a user's access. Complete the steps described in Creating and Refining Lists (on page 44). see Finding Records (on page 17). For instructions on selecting tasks. position your cursor in the Owner field and click the Lookup icon.Calendar and Activities 3 4 5 On the Activity Lists page. If completed tasks are linked to records. To assign an activity to another employee 1 Select the activity. they move from the Open Activities list to the Completed Activities list on the Detail page for that record. On the Appointment Detail page. However. Generally. click the Select link beside the name of the new owner. click the New List button. After you assign an activity to another employee. click the green check mark icon in the Owner field to save the changes. such as All Activities or My Activities. 2 3 4 76 On the Appointment Detail page. see Finding Records (on page 17). 2 On the Task Detail page. For instructions on selecting activities. On the Manage Lists page. CRM On Demand Online Help Release 15 . To mark a task as Completed 1 Select the task. Assigning Activities to Another Employee You can assign an activity to another employee if you have edit access to the record. A completed task remains in certain lists. click Menu and select Manage Lists. Marking Tasks as Completed You can mark tasks as Completed. In the Search for a User window. the activity automatically appears in the new user's My Activities or My Tasks list.

recording information such as the products you discussed. perform the following: a To populate the new call record with information from an existing smart call template. CRM On Demand Online Help Release 15 77 . For more information on Smart Calls. fields and options in drop-down lists. called a Smart Call. see Managing Smart Calls (on page 766). b The following table provides additional information regarding some fields. 2 3 On the Account or Contact Detail page.Steps for Calendars and Activities Tracking Visits (Sales Calls) to Customers NOTE: This feature is only available in the Siebel CRM On Demand Life Science Edition. Enter or update the information. are not saved as part of the template. On the Call Edit page. this field is automatically updated on the linked account and all linked contacts. scroll down to the Calls section. However. and click New Call. such as Lot Numbers for the samples dropped. you can then update the remaining fields to track the details of this visit. When you apply the Smart Call template to a new call. To track a visit (sales call) to a customer 1 Select the account or contact for your visit. For instructions on selecting records. NOTE: Company administrators can customise your application in a variety of ways. other fields. most information from the smart call automatically populates the new record. solutions you discussed and related contacts. The update occurs when you change the call record's status to Completed and then save the record. the samples you left. such as changing names for record types. You can keep the template private or make it available for others to use (public). If your company administrator included the Last Call Date field on your Account or Contact Edit page. click the Lookup icon next to the Smart Call field and select the smart call. The field reflects the start time and date of the call. see Finding Records (on page 17). The Smart Call template is helpful when you are visiting multiple customers for the same purpose. including information such as the products detailed and samples dropped in relation to the call. the information you see on-screen might differ from the standard information described in this table. After you apply the Smart Call template to a call. You can also save the information as a template. such as enrolling clinical investigators. You can track visits (sales calls) to customers. Therefore.

Smart Call If your user role includes the privilege. the call record appears as related information on both the Account and Contact Detail pages. if your company administrator has set up this feature. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Automatically populated and read-only. Account Automatically populated and read-only. the last Call Date for the linked account and all linked contacts is updated with the start date/time of the call. When the status is updated to Completed. which is taken from the individual address fields for the account or contact record.500 characters. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Activity Currency You can select a different currency to convert the price to another currency. you can select a Smart Call template. NOTE: This field is not copied over to the new record when you create a new call record from a Smart Call template. If this call is linked to both an account and contact.Calendar and Activities Custom fields that your company administrator defined are saved in the Smart Call template. If this call is linked to both an account and contact. Field Description Key Call Information Subject Primary Contact Limited to 100 characters. Objective 78 CRM On Demand Online Help Release 15 . the call record appears as related information on both the Account and Contact Detail pages. Address Displays the full address. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Limit of 1. Status Status of visit (call). NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. The name of the Smart Call template.

Read-only. Private Description Next Call Limit of 2.000 characters. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Event.Steps for Calendars and Activities Field Description Start Time Date and time the call starts. Other or To Do. Correspondence. Displays Account Call or Contact Call. Text field that can be used to store the reference number of a related item such as a signed document.m. Demonstration. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Presentation. End Time Defaults to start time plus 30 minutes. Meeting. CRM On Demand Online Help Release 15 79 . Defaults to start time plus 30 minutes. Fax. Defaults to today's date and 12:00 p. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Call Type Ref # Additional Information Cost Paper Sign NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Limit of 1. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. 4 Save the record. depending on the type of call. Email. Duration Calculated field (in minutes) based on start time and end time. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Type Call.500 characters. Personal.

To view the group tasks lists 1 2 On the Calendar page. On the Product Detailed Edit page. To link samples dropped information to this call record 1 2 On the Call Detail page. scroll down to the Samples Dropped section. click the Group Tasks tab. On the Samples Dropped Edit page. NOTE: Samples Dropped fields are copied over to the new record when you create a new call record from a smart call template except for Lot #. and click New.Calendar and Activities To link product detailed information to this call record 1 2 On the Call Detail page. and click New. Viewing Group Task Lists If your company uses the group assignment option. scroll down to the Product Detailed section. NOTE: Each time you click the button. Restricts the template for your use only. To save the call information as a template On the Call Detail page. 3 Save the record. you can view the consolidated list of tasks owned by members in your group. 3 Save the record. Adds the template to the list for others to use. the record is saved as a separate smart call. 80 CRM On Demand Online Help Release 15 . select the list of tasks you want to view. click the appropriate button: Save as Private Smart Call. enter the required information. see About Groups (on page 595). enter the required information. The application remains open on this page. From the drop-down list. Save as Public Smart Call. NOTE: Product Detailed fields are copied over to the new record when you create a new call record from a smart call template. For more information about groups.

select the new primary contact and click Save. Invite contacts and users. For instructions. fill in the required fields and save the record. Customers. 5 Click OK. see Changing Your Detail Page Layout (on page 303). Siebel CRM On Demand users at your company. The selected contacts appear in alphabetical order. perform the following steps: 1 2 Create an appointment. The new primary contact CRM On Demand Online Help Release 15 81 . NOTE: To perform this step. click the Edit link beside the appointment on the Calendar page. click the Lookup icon. NOTE: To change which contact appears as the Primary Contact. In the Search for a Contact window. since you do not have access to calendars that reside outside of the application.Steps for Calendars and Activities The lists of tasks include any tasks created by a member of your group (except tasks that users have marked as private). select an existing contact or click New and create the contact record. On the Appointment Detail page. scroll down to the Contacts section and click Add. but not contacts. click the Lookup icon beside the Primary Contact field. the application distinguishes between: Contacts. NOTE: You might have to add the Contact and User sections to your layout. When scheduling appointments with others. partners and so on who are listed in your company information as contact records. 3 4 On the Add Contacts page. your user role must include the Calendar Sharing privilege. Users. Scheduling Appointments with Others If you want to schedule an appointment and notify others of the appointment. To add invitees to the appointment 1 2 Create the appointment. The primary contact appears in the Calendar summary. 3 Check the users' availability You can view the availability of users. 4 Send notification of the appointment to all invitees. On the Appointment Edit page.

For the User Availability button to appear. 6 7 On the Appointment Detail page. Subject. To send an email notification to the invitees (contacts and users) 1 2 On the Appointment Detail page. Rows for users who have not shared their calendar with you appear as blank bars. if it was not already included there. An email opens with the following information: To. 8 Click Save. scroll down to the Users section and click Add. date and end time. date. start time. click the User Availability button. click Send Email.Calendar and Activities is also added to the Contacts section of the Appointment Detail page. the email is sent to the remaining invitees. A combined calendar appears showing the list of users and their calendars. Invitees (contacts and users) If your list exceeds 70 invitees. On the Add Users page. To check the users' availability 1 On the Appointment Detail page. hover your mouse pointer over the appointment. but their email addresses do not appear in the To line. The list that appears in the Search for a User window contains all Siebel CRM On Demand users at your company. location. Save the record. 82 CRM On Demand Online Help Release 15 . if necessary. 2 To view the availability on another day. you can: Click the arrows on the calendar header to scroll to the next day or previous day Click the calendar icon on the calendar header 3 4 Update the appointment date and time. your user role must include the Calendar Sharing privilege. To view information about busy time shown on the calendar. click the Lookup icon and select the users you want to invite to the appointment. The word Appointment followed by the field values for subject.

Sharing privilege. only invitees and owners of appointments can view the details for private appointments. For example. you might be working on a special short-term project with a cross-functional group. click the User tab.m. click the Group tab. That user's calendar populates the User view. If the list exceeds ten users. Group calendar that combines the calendars for all the members in your group into a single calendar NOTE: The list shows the users in alphabetical order. You can view: Another user's calendar You can view the calendars of users in your group and of users who explicitly shared their calendar with you. to 7 p. click the Lookup icon and click the Last Name of the user in the Search for a User window. you can: Click the user's name to go to the user's personal calendar. The calendars show the times in your local time zone. To view a combined calendar for all group members 1 2 On the Calendar page. if necessary. Also. scroll through the list to review additional users' calendars. from 7 a. NOTE: Only users who share their calendars are available for selection. CRM On Demand Online Help Release 15 83 . On the combined calendar. To perform this procedure. To quickly return to your own calendar Click the My Calendar button on the title bar. your user role must include the Calendar To view another user's calendar 1 2 On the Calendar page. Custom views that combine other users' calendars NOTE: You can include the calendars of any users who explicitly shared their calendars with you.m.Steps for Calendars and Activities Viewing Others' Calendars Before you begin. On the title bar. Setting up a custom view that includes calendars for only those users allows you to see the special group's schedule in a single view.

On the Calendar Setup page. click Share Calendar. Setting Your Default Calendar View Before you begin.Calendar and Activities Click the date to go to the group view for that day. To perform this procedure. To perform this procedure. Save your settings. you need to explicitly share the calendar to the other user. your user role must include the Calendar You can set which default view you want to show whenever you click the Calendar tab. To share your calendar 1 2 On the Calendar pages. 3 4 5 Click Add Users. the list of your group members appears. In the Default Sharing section. CRM On Demand Online Help Release 15 . select the users. On the Shared Calendar page. To set up your calendar 1 84 On the Calendar pages. click Calendar Setup. your user role must include the Calendar To extend access to your calendar beyond your group members. Sharing privilege. Sharing privilege. click Calendar Setup. Calendar Setup Page Click a topic to see instructions for performing the following from the Calendar Setup page: Sharing Your Calendar (on page 84) Setting Your Default Calendar View (on page 84) Adding Custom Calendar Views (on page 85) Sharing Your Calendar Before you begin.

Steps for Calendars and Activities 2 3 4 On the Calendar Setup page. However. click the Name of the new group. NOTE: You cannot select an entire group to share calendars with. Setting up a custom view that includes calendars for these users only allows you to see the group's schedule in a single view. The Manage View Detail page appears. click Default Calendar View. your group name appears in the Standard Views section. 3 4 Click Add. instead. you need to add each member of that group as a user to a custom view. CRM On Demand Online Help Release 15 85 . Adding Custom Calendar Views Before you begin. On the Calendar Setup page. click the Calendar Setup link. On the Manage Views page. Save the record. For example. To perform this procedure. 5 6 Save the record. On the Default Calendar Settings page. add a custom view. you might want to set up different combined calendar views to meet your specific needs. enter a name and description of the view. select the option. 7 8 Click Add Members. Save your setting. you might be working on a special short-term project with a cross-functional group. On the Manage Views page. To add a custom calendar view 1 2 On the Calendar pages. Sharing privilege. On the Calendar Group tab. To do this. click Manage Group Views. your new view appears in the drop-down list. On the Manage View page. your user role must include the Calendar The combined calendar view for everyone in your group is the standard group view. and select the users.

update or delete. a Group Tasks tab appears on your calendar pages. some of these features may not be available. click Menu and select Batch Delete. To perform this Add activities to books or remove activities from books Complete the following steps On the Activities List title bar. Create a task On the Activities List title bar. If you access the Activities List page from the Calendar pages. All activities assigned to you that are linked to a record. click New Appointment. On the Appointment Edit page. Export the list Find an activity (task or appointment) On the Activities List title bar. enter the required information and save the record. NOTE: If your company administrator added you to a group. Complete the steps described in Assigning Records to Books (on page 619). Complete the steps described in Exporting Records in Lists (on page 50). Then click on a letter in the alphabet bar. enter the required information and save the record. NOTE: If you access the Activities List page through a record Detail page. Create an appointment On the Activities List title bar. From this page. You can edit fields inline on the Activities List page. click Menu and select Export List. Delete all records from On the Activities List title bar. click New Task. The following table describes what you can do from the Activities List page. click Menu and select Create New List. The drop-down list contains both standard lists distributed with the application and custom lists for your company. Complete the steps described in Creating and Refining Lists (on page 44). Complete the list the steps described in Deleting and Restoring Records (on page 63). click Menu and select Batch Assign book. For more information on updating records. if you access the list directly from the Calendar pages. see Updating Record Details (on page 31). 86 CRM On Demand Online Help Release 15 . On the Task Edit page. click 0-9. You can also select an activity to review. you can create new activities or review multiple activities at a glance. Create a new list of activities On the Activities List title bar. Click the Subject column header to sort the data. if you access the list from the record Detail page. For activities beginning with numbers. you can use the drop-down menu to switch to another activities list.Calendar and Activities Activities List Page The Activities List page shows one of the following: All activities assigned to you.

Activities List Page To perform this Manage all the activities lists Refine the search criteria for the list Show more/fewer records Update a group of activity records in one go Update an activity Complete the following steps On the Activities List title bar. In the Number of records displayed drop-down list at the bottom of the page. click Menu and select Mass Update. click the drop-down list and select All Activities. click Menu and select Manage Lists.Completed Delegated Tasks . Standard Activities Lists The following table describes the standard lists. click the drop-down list and change the selection (Completed Tasks. For more information on updating records. On the Activities List title bar. View a subset of activities (tasks or appointments) View all activities (tasks and appointments) On the Activities List title bar. Activities List Open Activities Filters Combined list of: Tasks with any status except Completed that are assigned to you Future appointments that are assigned to you Delegated Tasks . On the Activities List title bar. click Menu and select Refine List. All Tasks or All Appointments). Open Tasks. Complete the steps described in Updating Groups of Records (on page 53).Open Tasks that you created and assigned to other users and that have a status of Completed Tasks that you created and assigned to other users and that have any status except Completed CRM On Demand Online Help Release 15 87 . Complete the steps described in Creating and Refining Lists (on page 44). Edit fields inline on the Activities List page or select the activity to open the Details page. select the number of records to be seen at any one time. Complete the steps for your required task as described in Manage Lists Page (on page 48). see Updating Record Details (on page 31). On the Activities List title bar.

Date and time the appointment concludes (applies only to appointments). 88 CRM On Demand Online Help Release 15 .m. The Edit pages show the complete set of fields for a task or appointment. such as changing names for record types. Defaults to today's date and 1:00 p. Primary contact linked to this activity. Date this task is due (applies only to tasks). TIP: You can also edit activities on the Activities List page and on the Appointment and Task Detail pages. NOTE: Company administrators can customise your application in a variety of ways. For more information on updating records. Field Account Campaign Primary Contact Delegated By Description Due Date End Time Description Account linked to this activity. Additional information about this activity.Calendar and Activities Activities List Delegated Tasks . see Updating Record Details (on page 31). the information that you see on-screen might differ from the standard information described in this table.000 characters. For companies using the Group feature. Campaign linked to this activity.Overdue All Activities All Appointments All Tasks Completed Tasks Open Tasks Filters Tasks that you created and assigned to other users and are overdue All activities: tasks and appointments All appointments All tasks Tasks with a status of Completed Tasks with any status except Completed Activity Fields Use the Task Edit page to add a task or update details for an existing task. The following table provides additional information regarding some fields. User who created the task and then assigned it to another owner. Limit of 2. fields and options in drop-down lists. Therefore. this contact is the Primary Contact on the Calendar views. Use the Appointment Edit page to add an appointment or update details for an existing appointment.

Date and time the appointment starts (applies only to appointments). Personal. Meeting. Service request linked to this activity. System-generated.Activity Fields Field Lead Location Modified By Opportunity Owner Priority Private Description Lead linked to this activity. For more information. this refers to a category. Defaults to In Progress. Fax. such as Completed. Place where the appointment takes place (applies only to appointments). Demonstration. Waiting For Someone Else or Not Started. Opportunity linked to this activity. either Task or Appointment. see Synchronising with PIMs (on page 320). Status of task. Title or short description of this activity. such as Call. In Progress. Other or To Do. Defaults to today's date and 12:00 p. On the Activities List page. Deferred. Name of the person who creates or updates the activity record followed by the date and time it is created or updated. For tasks. When synchronising with Microsoft Outlook. Event. this refers to the type of activity. Correspondence. Priority level. Owner of this activity. Indication that the activity record can be seen only by you even if the activity is linked to a record visible to others. 2-Medium or 3-Low (applies only to tasks). Presentation. Email. such as 1-High. Service Request Start Time Status Subject Type Type CRM On Demand Online Help Release 15 89 . you can set up a filter for excluding Private records from being uploaded to Siebel CRM On Demand using this field.m.

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Share views of campaigns with the entire marketing team and share consistent campaign information with your sales team from the same location in real time. If you convert some of those leads to opportunities or contacts. Campaigns.csv) file. brochures and artwork) in one place. you can generate multiple leads that are linked to the campaign. For example. the link to the campaign is carried over from the originating leads to the converted opportunities and contacts. ultimately driving additional revenue. campaigns deliver a promotional offer across channels of communication to retain current customers or to acquire new customers. Leads. update and track campaigns. See your campaign results by viewing leads and opportunities generated by the campaign. Sales and marketing managers can import leads and link them to an existing campaign. Campaign A creates 100 leads L1 to L100. Use prebuilt reports to measure the results and determine the return on investment of your campaign activities in real time. You link each of these leads to Campaign A. The goal is to generate additional interest in company products and services. Opportunities and Contacts In the course of a campaign. Typically. Leads L1 to L90 never show promise of producing revenue.C H A P T E R 3 3 Campaigns Use the Campaign pages to create. Using campaigns allows you to: Store campaign information such as budgeted costs compared with actual costs. targeted leads and marketing material (for example. Lead information must first be formatted in a comma-separated value (. A campaign is a vehicle or project that conveys a marketing message to both existing and potential customers. About Campaigns A campaign is the vehicle or project in which you convey a marketing message to one or more groups of people. Make historical comparisons between current and past campaigns to identify trends. Leads L91 to L100 do CRM On Demand Online Help Release 15 91 .

This page contains several sections and displays campaign information that is relevant to you. If a previously created list does not appear on the Campaigns Homepage. those fields are not carried over to the opportunity records when the lead is converted to an opportunity or contact. on the Campaign List page. see Mapping Additional Fields During Lead Conversion (on page 630). click the drop-down list to see all the available lists and make your selection. and make adjustments accordingly. You view the Campaign A record and see that there are 100 leads and 10 opportunities linked to it. For more information about mapping lead fields. You can compare these results to past campaigns or to your expectations for this campaign. Filtered lists are subsets or groups of campaigns that allow you to limit the number of campaigns to be worked with at a time.Campaigns show revenue potential. The following table describes the standard lists. These custom lists appear above the standard set of lists. Campaign Homepage The Campaign Homepage is the starting point for managing campaigns. click any list. All standard lists are public and can be viewed by everyone. The first 10 filtered lists. The application comes with a set of standard lists. Each of these opportunities is automatically linked to Campaign A by way of its originating lead. NOTE: If your administrator adds custom fields for leads. You and your managers can create additional lists based on different criteria. Then. so you convert them to opportunities O1 to O10. Several months later. Campaign Lists Section The Campaign Lists section shows the following information: Campaign Lists. An exception occurs if your company administrator sets up additional mapping through the Lead Conversion Mapping feature. Campaign List All Campaigns Filter None (all campaigns for your company) All Active Campaigns Status = Active All Completed Campaigns All Planned Campaigns Status = Completed Status = Planned 92 CRM On Demand Online Help Release 15 . you want to review the effectiveness of Campaign A.

Subject. Campaign Name. Top tasks assigned to you. with the most recently created campaign at the top of the list All Recently Modified All campaigns. Recently Modified Campaigns Section The Recently Modified Campaigns section shows the following information: Recently Modified Campaigns list. CRM On Demand Online Help Release 15 93 . sorted by the created date. Priority for tasks as set by you or your manager. Link for expanding the list of campaign-related tasks. Arrow symbol. a downward pointing green arrow indicates low priority and no arrow indicates medium priority. List of the most recently modified or created campaigns. Campaign name. Link for opening the campaign record. with the most recently Campaigns modified campaign at the top of the list For information on creating these lists. Due Date. Manage Lists. An upward pointing red arrow indicates high priority. Link for expanding the list of filtered lists. Show Full List. Date task is due as set by you or your manager. create a new list or view. Show Full List. Task subject.Campaign Homepage Campaign List All Recently Created Campaigns Filter All campaigns. therefore you cannot edit or delete them. Show Full List. see Working with Lists (on page 39). These lists are view-only. Link for expanding the list of filtered lists. Click the link to review the campaign with which the task is associated. edit or delete an existing list. sorted by due date and then by priority. sorted by the modified date. Active Campaigns Section The Active Campaigns section shows the following information: Active Campaigns list. Click the link to review the task. Campaign-Related Tasks Section The Campaign-Related Tasks section shows the following information: Campaigns-Related Tasks list. This link takes you to the page where you can review all available filtered lists. The Manage Lists page also includes the standard lists delivered with Siebel CRM On Demand. List of campaigns currently being run. Campaign.

such as changing names for record types. Related Topics Campaign Fields Campaign Homepage Campaign List Page About Campaigns Reports 347 Importing Your Data 735 97 92 96 91 94 CRM On Demand Online Help Release 15 . which you can use to determine the effectiveness of your campaigns. In this section. see Working with Records (on page 14). you may not be able to perform all procedures described in the preceding list. the information that you see on-screen might differ from the standard information described in the online help. you can place your pointer on the chart to see specific information. depending on your access level. click a segment to review a detailed report or change the categories in the drop-down lists to view the same data from another perspective. you can view analyses of campaigns by ROI (return on investment). NOTE: Company administrators can customise your application in a variety of ways. For example.Campaigns Active Campaigns Status Section The Active Campaign Status section shows an analysis of all active campaigns. Also. Steps for Campaigns Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) Updating Record Details (on page 31) Linking Records to Your Selected Record (on page 32) Working with Lists (on page 39) Closing Campaigns (on page 95) Targeting Contacts for Campaigns (on page 95) Recording Responses to Campaigns (on page 96) For additional procedures that are common to all records. lead conversion rate or cost per lead. fields and options in drop-down lists. Therefore.

com account. CRM On Demand Online Help Release 15 95 .Steps for Campaigns Closing Campaigns You can change the campaign status to indicate that it is completed. click Add. otherwise. scroll down to the Recipients section and perform the following: To target contacts one by one. click the Training link in the upper right corner of any page to open the Training and Support Centre page. 3 Save the record. 2 On the Campaign Detail page. In the MetaLink Knowledge page. To download the Segmentation Wizard application. you can sign in to MetaLink without registering. click the Remove link in the record row. For instructions on selecting campaigns. To target contacts for a campaign 1 Select the campaign. click the Downloads link and then click the link to download the application. To close a campaign 1 2 3 On the Campaign List page. NOTE: If your company uses Segmentation Wizard. click in the Status field. Select the Completed status from the drop-down list. a downloadable application that works between Siebel CRM On Demand and Excel. see Finding Records (on page 17). This disassociates the records without deleting any records. Targeting Contacts for Campaigns You can select contacts that you want to target for a campaign. On that page. you can build target segments that filter records according to criteria from a number of record types. Click the green check mark icon in the Status field to save the record. To remove the contact. click the Search Knowledge link and then sign in to Oracle MetaLink (if you already have an Oracle. you can register as a new user).

However. You can also select a campaign to review. You can edit fields inline on the Campaign List page. see Updating Record Details (on page 31). Global Opt-out or Message Opened values only). Requested More Info. 2 3 On the Campaign Detail page. fill in the information. Global Opt-out and Message Opened. update or delete. Field Description Delivery Status The standard values are Pending. To record a response to a campaign 1 Select the campaign. you can review multiple campaigns at a glance. For instructions on selecting campaigns.Will Attend. Opt-in to List. Response Status The standard values are Click-thru. For more information on updating records. If your company uses Email Marketing On Demand. Attended. you can track this in the campaign recipient section. RSVP . your company administrator can customise the options in this drop-down list. Soft Bounce. Sent. Unknown Bounce. scroll down to the Recipients section and click Edit for the contact whose response you want to record. RSVP . Opt-in to List. the recipient delivery status is automatically updated (for the Soft Bounce. your company administrator can rename the options in this drop-down list. On the Campaign Response Edit page. Campaign List Page The Campaign List page shows the subset or list of campaigns that you selected in the Campaign Homepage. Opt-out from List. Global Opt-in. Received and Opened. 96 CRM On Demand Online Help Release 15 .Will Not Attend. the response status is automatically updated (for the Click-thru. such as the fact that a recipient attended an event. However. Opt-out from List. Global Opt-in. Hard Bounce or Message Opened values only). If your company uses Email Marketing On Demand. see Finding Records (on page 17). From the Campaign List page. Converted to Lead. 4 Save the record. Hard Bounce.Campaigns Recording Responses to Campaigns When you want to record the response to a campaign.

NOTE: Company administrators can customise your application in a variety of ways. Show the key information and filter information for the list View a different subset of campaigns On the Campaign List title bar. To perform this Create a campaign Complete the following steps On the Campaign List title bar. click Menu and select Create New List. click 0-9. click Menu and select Export List. see Updating Record Details (on page 31). Complete the steps described in Exporting Records in Lists (on page 50). click Menu and select Manage Lists. The following table describes what you can do from the Campaign List page. click New Campaign. Click a column header to sort the data. The drop-down list contains both standard lists distributed with the application and custom lists for your company. On the Campaign List title bar. On the Campaign List title bar. Complete the steps described in Creating and Refining Lists (on page 44). For values beginning with numbers. Therefore. click the drop-down list and change the selection to another filtered list. Then click on a letter in the alphabet bar. TIP: You can also edit campaigns on the Campaign List page and the Campaign Detail page. enter the required information and save the record. On the Campaign Edit page. The following table provides additional information regarding some fields. The Campaign Edit page shows the complete set of fields for a campaign. On the Campaign List title bar. Complete the steps for your required task as described in Manage Lists Page (on page 48). such as changing names for record types. Campaign Fields Use the Campaign Edit page to add a campaign or update details for an existing campaign. Complete the steps described in Creating and Refining Lists (on page 44). specify how many records you want to see at one time. CRM On Demand Online Help Release 15 97 . fields and options in drop-down lists. the information that you see on-screen might differ from the standard information described in this table. Create a new list of campaigns Export the list Find a campaign Manage all the campaign lists Refine the search criteria for the list Show more/fewer records In the Number of records displayed list at the bottom of the page. On the Campaign List title bar. you can also switch to another campaign list. See View List Page (on page 49) for an explanation of the information. click Menu and select Show List Filter. For more information on updating records. On the Campaign List title bar.Campaign Fields Using the drop-down menu. click Menu and select Refine List.

Purchased. Start Date End Date Date and time that the campaign starts." Target audience of the campaign.Trade Show. Event . Descriptive name of the campaign. Start and end dates are in the future. Planned.Seminar. You can use the calendar controls to change this date. Defaults to the current date and time. The system does not automatically update it when the campaign is launched. Campaign status. Start date is in the past and end date is in the future Completed. 98 CRM On Demand Online Help Release 15 . Event . Referral . Other. Email.Employee. Date and time that the campaign is scheduled to be completed. List Rented. Type of campaign. Defaults to the current date and time. Amount that your company budgets for this campaign. such as: Active. Description of the product or service that the campaign is offering.External or Web Site.Campaigns Field Description Key Campaign Information Source Code Campaign Name Campaign Type Campaign identifier code. Description of the campaign's objective. List . You can use the calendar controls to change this date. Objective Audience Offer Status Campaign Plan Information Revenue Target Leads Targeted (#) Budgeted Cost Actual Cost Revenue expected to be generated by the campaign. Number of prospects that the campaign targets. Direct Mail. Ensure that the code you enter is unique. such as "To increase sales by 10%. Referral . You must set the status. such as Advertisement. Event Other. Start and end dates are in the past. Amount that your company is spending on this campaign. unless your company uses Email Marketing On Demand.

000 characters. Limit of 2. Generally. access levels can be adjusted to restrict or expand a user's access. transfer the record to another owner or delete the record. CRM On Demand Online Help Release 15 99 . Modified By Description Name of the person who created or last updated the campaign record. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). However. Description of the campaign. System-generated. owners can update the record. Defaults to the campaign's creator. followed by the date and time of the update.Campaign Fields Field Additional Information Owner Description Alias of the record owner.

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Instead of being qualified. A lead is a person who has indicated an interest in your products or services. a lead may be removed by archiving it. A lead moves through the lead management process in the following sequence of stages: evaluating. emails or visits the contact to exchange information. The next section explains the stages in more detail.C H A P T E R 4 4 Leads Use the Leads pages to create. Logs notes regarding the interaction. Creates. In one record you can enter details about the company. About Leads A lead is a person who has indicated an interest in your products or services. the person evaluating the lead performs a number of ongoing activities: Calls. update and evaluate leads. (Optional but recommended) Links the lead to an account and a contact. Instead of being converted to an opportunity. qualifying and converting to an opportunity. a contact and an opportunity. the person and the business interest. Updates specific information about the lead with more accurate and recently discovered information. a qualified lead may be removed by rejecting it. Creating a lead record is a quick way to gather new customer information. CRM On Demand Online Help Release 15 101 . because it will appear in the Account and Contact pages. instead of creating three different records for an account. tracks and completes activities regarding the lead. which has the following advantages: The user assigned to the account or contact (who may or may not also be the user assigned to the lead) can view the lead during the evaluation process. Assigned leads require some follow-up to determine if they have a chance of eventually generating revenue for the company. You can enter leads manually or they can be assigned to you. Evaluating Leads During evaluation.

such as additional contacts at the account. The system then creates a new opportunity with some values carried over from the lead.Leads The lead owner can access additional information about the account or contact by clicking a link. For more information on creating lists. see Setting Up Assessment Scripts (on page 757)). The system then checks to ensure that certain critical fields contain data. Qualifying Leads The qualification process helps the evaluator to gather enough information to determine which leads to pursue further. Contact and Opportunity records that are created during the conversion process. What Happens During Conversion Some information from the lead record is carried over to the relevant areas in the Account. a contact at that account to be linked to the lead and an opportunity to be linked to the lead. The system then removes the lead from active evaluation (although it can still be viewed if desired). the lead is marked as qualified and can be viewed by the sales person as a recently qualified lead. if the lead is considered to have no value to the company. then the evaluator can archive the lead. The following table shows how the fields are mapped among the records. TIP: To sort archived leads. Company administrators can set up Lead Qualification scripts to help evaluators to qualify leads accurately and consistently. The lead owner can enter more details than can typically be stored with a lead. Archiving Leads Alternatively. the evaluator can convert it to an opportunity. When the evaluator determines that a lead has some potential for generating revenue. Converting Leads to Opportunities If a lead has enough potential value. such as potential revenue and estimated close date. Lead Address Account Invoicing Address Shipping Address Opportunity Contact Primary Address 102 CRM On Demand Online Help Release 15 . If the lead is converted to an opportunity. create a new list called Archived Leads. The system prompts the evaluator for an account to be linked to the lead. the existing account and contact links can speed up that process. The system then removes the lead from the lead management process. see Creating and Refining Lists (on page 44). Qualifying leads accurately helps your company to spend more time working on high-potential business deals. If the criteria have been met. ship to address and so on. the evaluator qualifies the lead. (For information on setting up assessment scripts.

/Ms Never Email Next Step Number of Employees Revenue Work Phone # Opportunity Name becomes: Product Interest (Contact Full Name) Rating CRM On Demand Online Help Release 15 103 ./Ms. Never Email Next Step Number of Employees Potential Revenue Primary Phone # Product Interest Account Annual Revenues Opportunity Contact Mobile Phone # Invoicing City Shipping City Account Name Invoicing Country Shipping Country Description Email Close Date First Name Industry Job Title Last Name Account Primary City Account Primary Country Mr.About Leads Lead Annual Revenues Mobile Phone # City Company Country Description Email Estimated Close Date First Name Industry Job Title Last Name Lead Owner Mr.

some fields show different values as a result of the lead conversion process. Pending Building Vision 50% User converting the lead. However. the company administrator can 104 CRM On Demand Online Help Release 15 . Ownership of Related Lead Records After Conversion.Leads Lead Source County Account Opportunity Lead Source Contact Lead Source Primary County/Region Invoicing County/Region Shipping County/Region Web Site Web site Work Fax No. The following table lists the new values. Ownership of Related Lead Records After Conversion. the user who converts the lead becomes the owner of all related records. If this field is not populated. See the following section. Ownership of Related Lead Records After Conversion. See the following section. this person becomes the owner of all related records when the lead is converted. This record/field Lead record Status Account record Account Type Owner Opportunity record Status Sales Stage Probability Owner Contact record Contact Type Owner Prospect User converting the lead. Post Code Work Fax No. Prospect User converting the lead. See the following section. Invoicing Zip Code Shipping Post Code Primary Post Code In addition. Converted Changes to this value Ownership of Related Lead Records After Conversion If you have populated the Sales Person field.

For more information. When rejecting a lead. The first ten filtered lists. The system records that a rejection occurred. you can add sections to the page and remove sections from the page. The application comes with a set of standard lists. arranged in alphabetical order. The following table describes the standard lists. Leads Homepage The Leads Homepage is the starting point for managing leads. Depending on the company's policies. click any list. This page contains several sections and displays lead information that is relevant to you. the sales person must specify a reason for the rejection. All standard lists are public and can be viewed by everyone. or it may go back to the original evaluator for further assessment. The sales person may also choose to have the lead reassigned as part of the rejection. In these organisations. You and your managers can create additional lists based on different criteria. on the Leads List page. These custom lists appear in alphabetical order above the standard set of lists. the lead may be reassigned to a manager for follow-up. Rejecting Qualified Leads Qualified leads can also be rejected. Then. This is typically done in organisations where the person or group evaluating leads is different from the sales people who take qualified leads and convert them into revenue. If your user role includes the Personalise Homepages privilege.Leads Homepage change this behaviour using the Lead Conversion Mapping feature. click the drop-down list to see all the available lists and make your selection. the sales person assigned to a qualified lead may determine that the lead is not as valuable as the evaluator had indicated. who rejected it and why it was rejected. see Mapping Additional Fields During Lead Conversion (on page 630). If a previously created list does not appear on the Leads Homepage. Leads List Filter All Converted Leads All Leads Status = Converted none CRM On Demand Online Help Release 15 105 . The following are some of the sections that can be displayed on your Leads Homepage: Lead Lists Section The Lead Lists section shows the following information: Lead Lists. Filtered lists are subsets or groups of leads that allow you to limit the number of leads to work with at a time.

create a new list. sorted by due date and then by priority. sorted by the modified date Status = Rejected Leads. My Open Lead Related Tasks Section The My Open Lead Related Tasks section shows the open lead-related tasks assigned to you. Manage Lists. Sales Person is someone else and Status = Qualifying For information on creating these lists. see Working with Lists (on page 39). therefore you cannot edit or delete them. Show Full List. It also shows the following information: Due Date. sorted by the created date. sorted by the created date All leads. The Manage Lists page also includes the standard lists delivered with Siebel CRM On Demand. sorted by the created date. that meet either of these conditions: Sales Person = your user name and Status = Qualifying Lead Owner = your user name. 106 CRM On Demand Online Help Release 15 . List of the ten most recently viewed leads. or view. My Recently Viewed Leads Section The My Recently Viewed Leads section shows the following information: My Recently Viewed Leads list. Sales Person is blank and Status = Qualifying My New Leads Leads. Date task is due as set by you or your manager.Leads Leads List Filter All Leads Being Qualified All Qualified Leads All Recently Created Leads All Recently Modified Leads All Rejected Leads My Leads Status = Qualifying Status = Qualified All leads. This link takes you to the page where you can review all available filtered lists. Link for expanding the list of recently viewed leads. These lists are view-only. edit or delete an existing list. that meet either of these conditions: Sales Person = your user name and Status = Qualified Lead Owner = your user name.

you can view data by month or by week to see the status of leads for those periods.Leads Homepage Arrow symbol. Lead with which the task is associated. Click the link to review the task. and to organise the sections on the page. the Lead Followup Analysis section provides information to help you to analyse the progress made towards qualifying leads in the last 90 days. a downward pointing green arrow indicates low priority and no arrow indicates medium priority. Show Full List. An upward pointing red arrow indicates high priority. Show Full List. List of qualified leads. CRM On Demand Online Help Release 15 107 . Link for expanding the list of qualified leads. Title of task. In the standard application. On the Lead Homepage Layout page. Subject. Lead Followup Analysis Section Your company administrator can change the analysis shown in this section. Use this information to help you to identify what needs to be done to move the leads forward through the sales process. Priority for tasks as set by you or your manager. Click the link to review the lead. Lead. click the Edit Layout link. Link for expanding the list of lead-related tasks. you can add some or all of the following sections to your Leads Homepage: My Recently Created Leads My Recently Modified Leads Recently Created Leads Recently Modified Leads My Current Lead Related Tasks Lead Tasks To add sections to your Leads Homepage 1 2 On the Leads Homepage. use the directional arrows to add or remove sections. In this section. Other Sections If your user role includes the Personalise Homepages privilege. Qualified Leads Section The Qualified Leads section shows the following information: Qualified Leads list.

see Working with Records (on page 14). you automatically become the owner of this lead. you may not be able to perform all procedures described in the preceding list. 108 CRM On Demand Online Help Release 15 . Therefore. NOTE: Company administrators can customise your application in a variety of ways. fields and options in drop-down lists. If your access level permits editing this record. the information that you see on-screen might differ from the standard information described in the online help. To reassign a lead 1 Select the lead that you want to reassign. such as changing names for record types. Contacts or Opportunities (on page 111) Rejecting Leads (on page 112) Linking Records to Your Selected Record (on page 32) Working with Lists (on page 39) For additional procedures that are common to all records. depending on your access level. Reassigning Leads (on page 108) Updating Record Details (on page 31) Qualifying Leads (on page 109) Using Lead Qualification Scripts (on page 110) Archiving Leads (on page 110) Converting Leads to Accounts. Steps for Leads Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) NOTE: If you are using Siebel CRM On Demand Financial Services Edition and taking advantage of the Referrals feature. Also. Your administrator can also set up the system to assign leads by specifying assignment rules. new leads are also created when you link new referrals to contacts. you can reassign the lead to another person.Leads 3 Click Save. Reassigning Leads When you create a lead.

On the Lead Edit page. Normally. Last Name. your user role must include the Qualify Leads To qualify a lead 1 Select the lead. see Finding Records (on page 17). if the Rating and Sales Person fields are not filled. click the Last Name link to select another person. you can qualify the lead. make sure that the lead record's First Name. NOTE: The processing time for reassigning records can vary depending on the complexity of your company's assignment rules. 2 3 On the Lead Detail page. 2 On the Lead Detail page. you will not be able to set the status of the lead to Qualified. and that valuable sales resources are used to full advantage to follow up leads that will evolve into a sales opportunity. Lead Owner and Sales Person fields are filled. Rating. Select the Reassign Lead Owner checkbox to have the system reassign the lead. the lead Status field value changes to Qualified.Steps for Leads For instructions on selecting leads. see Finding Records (on page 17). In particular. To perform this procedure. 3 Click Mark as Qualified. For instructions on selecting leads. NOTE: Your company administrator might have set up assessment scripts to help you to evaluate leads for qualification. privilege. click Edit. For more information on using Lead Qualification scripts. the number of records to be reassigned and current system load. see Using Lead Qualification Scripts (on page 110). 4 Save the record. Qualifying Leads If you determine that a lead has potential to become an opportunity. NOTE: This information helps to ensure that leads are not lost after they are qualified. perform one of the following: In the Lead Owner field. If the criteria are met. Before you begin. The system verifies that the critical fields contain data. CRM On Demand Online Help Release 15 109 . you select a rating for the lead according to a scale set up by your administrator.

privilege. CAUTION: If a Lead Qualification script attempts to set the Status field on a lead to Qualified. This section is only available if the company administrator has set up a Lead Qualification script. some of the fields on the record might have been updated automatically. an error message is displayed. You can use the filter fields at the top of the search window to filter the list of scripts. In the Lead Qualification Scripts window. To use a lead qualification script 1 Select the lead. your user role must include the Archive Leads To archive a lead 1 Select the lead that you want to archive. Before you begin. NOTE: If the Lead Qualification Scripts section is not shown. To perform this procedure. and the script assumes the lead has failed to meet the threshold. it cannot do so unless the Rating and Sales Person fields on the lead are filled in. Your responses are scored. and add the Lead Qualification Scripts section to your page layout. A Lead Qualification script consists of a series of questions that you use to collect customer data.Leads Using Lead Qualification Scripts Your company administrator might have set up assessment scripts to help you to evaluate leads for qualification. For more information on selecting leads. Archiving Leads Instead of qualifying a lead. see Finding Records (on page 17). select the answer for each script question and click Save. 2 On the Lead Detail page. If these fields are not filled in. Archiving a lead does not delete it. but retains the lead in the database with a status of Archived. scroll down to the Lead Qualification Scripts section and click Add. Depending on the outcome of the script. The Lead Detail page appears again. click the Edit Layout link in the upper-right corner of the page. search for the appropriate script and click Select. you can specify that it is not worth pursuing and remove it from the assessment process. 110 CRM On Demand Online Help Release 15 . assigned a weighting and compared with a specified threshold to determine the appropriate outcome or course of action. 3 4 In the search window. The script then sets the Status field according to the results defined on the script for failing to meet the threshold.

To create a new opportunity and link the opportunity to an existing account and contact. To convert a lead to an account. As part of each lead record. 2 3 On the Lead Detail page. Depending on your company's settings. a new account and. the Company field for the lead appears in the Account Name field by default. contact or opportunity 1 Select the lead that you want to convert. select the Auto-Create New Account and Auto-Create New Contact option buttons. Converting Leads to Accounts. NOTE: Normally. the new opportunity record can include information that impacts revenue calculations.Steps for Leads For instructions on selecting leads. click Archive. The procedure in this section describes the steps for these two scenarios: Scenario 1. contact and opportunity records or merge lead information with existing records by converting the lead record. You run a campaign targeted at existing accounts and contacts. select the Use Existing Account and Use Existing Contact option buttons. 2 On the Lead Detail page. For instructions on selecting leads. The lead Status field changes to Archived. Contacts or Opportunities Before you begin. In the Account section. see Finding Records (on page 17). You now want to create a new contact. perform one of the following: To create new account and contact records for this lead (Scenario 1). You have new leads resulting from a campaign that your company conducted. You can create account. click Convert. the First Name and Last Name for the lead appear by default. you convert leads to opportunities that have previously been qualified. a new opportunity record using information from the lead. In the Contact section. CRM On Demand Online Help Release 15 111 . Some leads are generated that you now want to convert to opportunities. see Finding Records (on page 17). Scenario 2. See Qualifying Leads (on page 109). To perform this procedure. your user role must include the Convert Leads privilege and it must have certain access settings to records (see Adding Roles (on page 598)). On the Convert Lead page. you have a person's name along with their company name. potentially.

select the Create Opportunity checkbox and complete the fields. When the conversion is completed: The Lead Detail page appears again with these values. The Associated Account and Associated Contact field values are the same as those that were on the Convert Lead page. The First Name and Last Name for the lead appear in the Opportunity Name field by default. click Save. You can still view the lead record. see What Happens During Conversion in About Leads (on page 101).Leads If the lead record has an associated account. If you converted the lead to an opportunity (Step 4). Data in the potential revenue. you might decide that the lead is not as valuable as the evaluator indicated and remove it from the lead management process. 5 To convert the lead. NOTE: For further information about the conversion process and its impact on fields and values. Ensure that the proper names appear in the Associated Account and Associated Contact fields and that the Use Existing Account and Use Existing Contact option buttons are selected. the new opportunity record inherits some field values from the lead. To link the lead to a different account or contact. the Associated Opportunity field value is the same as the new opportunity name that was on the Convert Lead page. but retains the lead in your company’s records with a status of Rejected. If the lead record has an associated contact. 4 (Optional) To convert the lead to an opportunity. NOTE: You must complete Step 3 (link an account and contact to the lead) before you convert the lead to an opportunity. close date. Rejecting Leads Instead of converting a qualified lead to an opportunity. This data can be edited in the Convert Lead page. 112 CRM On Demand Online Help Release 15 . this contact appears in the Associated Contact field. Rejecting a lead does not delete it. If you converted the lead to an opportunity. this account appears in the Associated Account field. click the Lookup icon next to the Associated Account or Associated Contact fields and select another account and contact. most of which are based on the selections you made on the Convert Lead page: The Status field for the lead is Converted. but the business processes shift to the opportunity record. next step and description fields are also carried into the opportunity record.

To perform this procedure. For more information on updating records. You can also select a lead to review. see the table in Leads Homepage (on page 105). From the Leads List Page. you can also switch to another leads list. you can review multiple leads at a glance. Leads List Page The Leads List page shows the subset or list of leads that you selected in the Lead Homepage. The drop-down list contains both standard lists distributed with the application and custom lists for your company. 2 3 On the Lead Detail page. For a description of the standard lists. You can edit fields inline on the Leads List page. NOTE: If you access the Leads List page through a record Detail page. see Finding Records (on page 17). The system reassigns the lead based on lead assignment rules set by your company’s administrator. To reassign the lead to a new owner. your user role must include the Reject Leads To reject a qualified lead 1 Select the lead that you want to reject. click Reject. privilege. select the Reassign Lead Owner checkbox. enter the following information: In the Reject Reason field. update or delete. the rejected lead may be reassigned to the original owner or to the original owner's manager. some of these features are not available. enter the reason for the rejection.Leads List Page Before you begin. including your name and the reason for the rejection. see Updating Record Details (on page 31). Using the drop-down menu. 4 Click Confirm Reject. The Lead Detail page reappears with information about the rejection. On the Reject a Lead page. Depending on your company’s policies. The lead Status field value is changed to Rejected. CRM On Demand Online Help Release 15 113 . The following table describes what you can do from the Leads List Page. For instructions on selecting leads.

Leads

To perform this Add leads to books or remove leads from books Create a new list of leads Create a lead

Complete the following steps On the Leads List title bar, click Menu and select Batch Assign book. Complete the steps described in Assigning Records to Books (on page 619). On the Leads List title bar, click Menu and select Create New List. Complete the steps described in Creating and Refining Lists (on page 44). On the Leads List title bar, click New Lead. On the Lead Edit page, enter the required information and save the record.

Delete all records from On the Leads List title bar, click Menu and select Batch Delete. Complete the the list steps described in Deleting and Restoring Records (on page 63). Export the list Find a lead Manage all the leads lists Page through the list Refine the search criteria for the list Show more/fewer records Show the key information and filter information for the list On the Leads List title bar, click Menu and select Export List. Complete the steps described in Exporting Records in Lists (on page 50). Click a column header to sort the data. Then click on a letter in the alphabet bar. For field values beginning with numbers, click 0-9. On the Leads List title bar, click Menu and select Manage Lists. Complete the steps for your required task described in Manage Lists Page (on page 48). Click the Previous or Next links. On the Leads List title bar, click Menu and select Refine List. Complete the steps described in Creating and Refining Lists (on page 44). In the Number of records displayed list at the bottom of the page, specify how many records you want to see at one time. On the Leads List title bar, click Menu, and select Show List Filter. See View List Page (on page 49) for an explanation of the information.

Update a group of lead On the Leads List title bar, click Menu and select Mass Update. Complete the records at once steps described in Updating Groups of Records (on page 53). View a different subset On the Leads List title bar, click the drop-down list and change the selection of leads to another filtered list. View all leads On the Leads List title bar, click the drop-down list and select All Leads.

Lead Detail Page
Click a topic to see instructions for performing the following from the Lead Detail page: Updating Record Details (on page 31) Converting Leads to Accounts, Contacts or Opportunities (on page 111)

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Reassigning Leads (on page 108) Qualifying Leads (on page 109) Rejecting Leads (on page 112) Archiving Leads (on page 110) Linking Records to Your Selected Record (on page 32) Changing Your Detail Page Layout (on page 303)

Leads Fields
Use the Lead Edit page to add a lead or update details for an existing lead. The Lead Edit page shows the complete set of fields for a lead. TIP: You can also edit leads on the Leads List page and the Lead Detail page. For more information on updating records, see Updating Record Details (on page 31). NOTE: Company administrators can customise your application in a variety of ways, such as changing names for record types, fields and options in drop-down lists. Therefore, the information that you see on-screen might differ from the standard information described in this table. The following table provides additional information regarding some fields.

Field Key Lead Information Company Created By Never Email Modified By

Description

For a company, corresponds to the account name. Alias of the person who creates the lead followed by the date and time at which the lead is created. System-generated. Indication of lead's preference on receiving or not receiving email. Name of the person who created or last updated the lead record, followed by the date and time of the update. System-generated.

Opportunity Related Information Status Status of the lead, such as Qualifying, Qualified, Converted, Rejected and Archived. Can only be changed on the Lead Edit page, not on the New Lead page. For more information about this field's values and their meanings, see Status Field Values below.

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Field Rating Product Interest Potential Revenue Estimated Close Date Next Step Source

Description Scale rating as set up by your company, such as A = Hot, B = Warm, C = Cool and D = Cold. Product or service in which the lead expresses interest. Potential revenue, in the currency selected by you or your company administrator. Date and time at which the lead is expected to close. Description of the next step to be taken. Source categories as set up by your company, such as Advertising, Direct Mail, Event, Promotion, Referral, Trade Show, Web, Partner, Purchased, Rented and Other. Campaign that generates this lead or is linked to this lead. Industry category for the lead as set up by your company. Annual revenue for the lead's company.

Campaign Industry Annual Revenues Additional Information Associated Account Associated Contact Associated Opportunity Lead Owner Reassign Lead Owner

Account linked to this lead. Required for converting leads to opportunities. Contact linked to this lead. Required for converting leads to opportunities. Opportunity linked to this lead. Required for converting leads to opportunities. Owner of the lead record. Default value is the record's creator. Indicates that the lead should be reassigned. If your company administrator has set up lead assignment rules, selecting this field triggers assignment manager to process the lead again and assign it according to the rules. NOTE: The processing time for reassigning records can vary depending on the complexity of your company's assignment rules, the number of records to be reassigned and current system load. The name of the lead owner changes when the record is reassigned.

Sales Person Description

Sales person that your company assigns to this lead. Additional information describing the lead. Limit of 2,000 characters.

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Status Field Values
As a lead moves through the lead management process, the lead Status field indicates where it is in the process. Status values are an important way of filtering leads. For more information about the lead management process, see About Leads (on page 101). The following table lists the status field's possible values.

Status Archived

Description Results from completion of the Archiving steps (Archiving Leads (on page 110)). Lead is determined to have no value to your company and is removed from the assessment process. Results from completion of the Converting steps (Converting Leads to Accounts, Contacts or Opportunities (on page 111)). Lead is determined to have enough value to become an opportunity. Results from completion of the Qualifying steps (Qualifying Leads (on page 109)). Lead has passed the Qualify process. New owner becomes the sales person assigned to the lead. Results from completion of the Creating steps (Qualifying Leads (on page 109)). Lead has been created and is undergoing or about to start the Qualifying process. Owner defaults to the person who created the lead. Results from completion of the Rejecting steps (Rejecting Leads (on page 112)). Qualified lead is determined not to have as much value as the evaluator originally thought.

Converted

Qualified

Qualifying

Rejected

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Accounts

Use the Account pages to create, update, and track accounts. Accounts are generally companies with which you do business, but you can also track partners, competitors, affiliates, and so on as accounts.

About Accounts
Accounts are generally companies that you do business with, but you can also track partners and competitors as accounts. The Account pages in Siebel CRM On Demand allow you to create, update and track accounts. If account records are central to how your company manages its business, as is the case in many companies, you should enter as much information about accounts as you can. Some of this information, such as Region or Industry, can be used in reports as a way to categorise information. Similarly, if you link a record, such as an opportunity, to an account record with Region or Industry filled in, those opportunities can be categorised by those values.

Related Topics
Steps for Accounts 122

Accounts Homepage
The Accounts Homepage is the starting point for managing accounts. This page contains several sections and displays account information that is relevant to you. If your user role includes the Personalise Homepages privilege, you can add sections to the page and remove sections from the page. The following are some of the sections that can be displayed on your Accounts Homepage:

Account Lists Section
The Account Lists section displays the following information:

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Account Lists. The first ten filtered lists. Filtered lists are subsets or groups of accounts that allow you to limit the number of accounts to work with at a time. The application comes with a set of standard lists. All standard lists are public and can be viewed by everyone. You and your managers can create additional lists based on different criteria. These custom lists appear above the standard set of lists. If a previously created list does not appear on the Accounts Homepage, click any list. Then, on the Account List page, click the drop-down list to see all the available lists and make your selection. The following table describes the standard lists. This Account List All Accounts All Customer Accounts All Prospect Accounts All Recently Created Accounts All Recently Modified Accounts All Referenceable Accounts All Top Accounts My Accounts Displays All accounts, sorted alphabetically on Account Name Accounts with Type = Customer Accounts with Type = Prospect All accounts, sorted by the created date All accounts, sorted by the modified date Accounts with Reference checkbox selected Accounts with Priority=High Accounts with your name in the Owner field

For information on creating these lists, see Limiting Account Records Displayed (on page 128). Manage Lists. This link takes you to the page where you can review all available filtered lists, create a new list, or view, edit or delete an existing list. The Manage Lists page also includes the standard lists delivered with Siebel CRM On Demand. These lists are view-only; therefore you cannot edit or delete them.

My Recently Viewed Accounts Section
The My Recently Viewed Accounts section shows the following information: My Recently Viewed Accounts list. List of the ten most recently viewed accounts. Show Full List. Link for expanding the list of most recently viewed accounts.

My Open Account-Related Tasks Section
The My Open Account-Related Tasks section shows the open account-related tasks assigned to you, sorted by due date and then priority. It also shows the following information: Due Date. Date task is due as set by you or your manager.

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Arrow symbol. Priority for tasks as set by you or your manager. An upward pointing red arrow indicates high priority, a downward pointing green arrow indicates low priority and no arrow indicates medium priority. Subject. Title of task. Click the link to review the task. Account. Account name associated with this task. Click the link to view the Account Detail page. Show Full List. Link for expanding the list of account-related tasks.

Account Analysis Section
Your company administrator can change the analysis shown in this section. In the standard application, the Account Analysis section shows a comprehensive account distribution and closed revenue analysis. In this section, you can identify the top performing and underperforming customers, as well as the new market segments. In this section, you can place your pointer on the chart to see specific information, click a segment to review a detailed report or change the categories in the drop-down lists to view the same data from another perspective.

Other Sections
If your user role includes the Personalise Homepages privilege, you can add some or all of the following sections to your Accounts Homepage: My Recently Created Accounts My Recently Modified Accounts Recently Created Accounts Recently Modified Accounts My Current Account Related Tasks Account Tasks

To add sections to your Accounts Homepage

1 2 3

On the Accounts Homepage, click the Edit Layout link. On the Account Homepage Layout page, use the directional arrows to add or remove sections and to organise the sections on the page. Click Save.

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Steps for Accounts
Click a topic to see step-by-step procedures for performing the following: Creating Accounts (on page 123) Updating Account Information (on page 123) Tracking Contact Roles at an Account (on page 123) Linking Records to Accounts (on page 124) Linking Portfolio Accounts (on page 127) Specifying Parent Accounts (on page 128) Limiting Account Records Displayed (on page 128) Sharing Records (Teams) (on page 52) Tracking Account Partners and Competitors (on page 129) Tracking Relationships Between Accounts (on page 130) NOTE: This feature might not be available in your version of the application as it is not part of the standard application. Tracking Assets (on page 131) Tracking Revenue Based on Accounts (on page 133) NOTE: This feature might not be available in your version of the application as it is not part of the standard application. For additional procedures that are common to all records, see Working with Records (on page 14). NOTE: Company administrators can customise your application in a variety of ways, such as changing names for record types, fields and options in drop-down lists. Therefore, the information that you see on-screen might differ from the standard information described in the online help. Also, depending on your access level, you may not be able to perform all procedures described in the preceding list.

Related Topics
Account Fields 137 Accounts Homepage Reports 347 Using the Offline Edition Importing Your Data 735 314 119

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Creating Accounts
From within Siebel CRM On Demand, you always create an account by entering information in a form. You can access this form from different areas within the application, depending on what you are working on and what you need to do. This section describes one method for creating an account, which allows you to add the record while continuing with your work in the main area of the application. For a description of all the methods, see Creating Records (on page 14). TIP: You can indicate account hierarchies, such as a company that is a subsidiary of another company, by selecting parent accounts. For instructions, see Specifying Parent Accounts (on page 128).

To create an account using the Create box

1 2 3 4

From any page, go to the Create box in the left Action bar. From the list, click the Account link. In the New Account form, enter the required information. Save the record.

Related Topics
Account Fields 137 Accounts Homepage 119

Updating Account Information
Generally, you can update the information in the account record if you own the record, if you manage the owner of the record, or if the owner grants you editing access to the record. However, access levels can be adjusted to restrict or expand a user's access. Depending on the fields you want to edit, you can update account information on the Account List page, the Account Detail page or the Account Edit page. For more information on updating records, see Updating Record Details (on page 31).

Tracking Contact Roles at an Account
Tracking a contact's role or roles at a company is critical to understanding the influence that the contact has on any buying decisions for the account. In addition to specifying a contact's

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role from the Account Details page, you can define a contact's role for each related account from the contact detail page.

To specify one or more roles for an account contact

1 2

Navigate to the Account Detail page. In the Contacts section, select the Contact and then click the Edit Roles link. The Contact Roles Edit page shows the available and selected roles for the account contact.

3

In the Available section, choose roles (for example, user, evaluator, approver) for the contact, and use the directional arrow to move the roles to the Selected section. Use the up and down arrow to change the order of the roles. The top role in the list is the primary role.

4

Click Save.

Changing an Account Primary Contact
An account can have multiple contacts, but one of the contacts must be specified as the primary contact for the account. By default, the first contact added for the account is the primary contact, but you can change this setting.

To change an account primary contact

1 2 3 4

Navigate to the Account Detail page. Click the Lookup icon on the Primary Contact field. In the Search window, select the new primary contact. Click the green check mark icon, or press Enter to save the change.

Linking Records to Accounts
You can link the new records that you create on the Detail page, such as contacts and activities, to the account record. Linking associates records to each other so that you and others who have access rights to the record obtain a full view of the information.

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New records are added to the database at the same time that they are linked to the selected account. For example, a contact that you create on the Account Detail page is linked to the account and then appears on the Contacts pages. An account record contains information that, after linking to another record, is inherited. For example, some opportunity reports display the records by Region or Industry. Since Region and Industry are not part of the opportunity records, the system looks to linked account records to determine the group to which the opportunity belongs. Therefore, whenever possible, you should link records to the account record. You can also link other users to an account record to allow them to view the record. For example, you might need to share an account record with a team of colleagues you are working with to close a deal. Based on each role, a team member might have different access requirements for the account record, and the contact and opportunity records that are linked to the account.

To link information to an account

1

Select the account. For instructions on selecting accounts, see Finding Records (on page 17).

2

On the Account Detail page, scroll down to the appropriate section and link the following types of records to the account: Record Type Opportunities Information To link a new opportunity, click New, enter the required information in the Edit form and save the record. For field descriptions, see Opportunity Fields (on page 171). To link a new service request, click New, enter the required information in the Edit form and save the record. For field descriptions, see Service Request Fields (on page 195). To link a new note, click New, enter the required information and save the record. NOTE: You can also add notes by clicking the note icon at the top-right of the page, if this feature is enabled for your company. For more information about notes, see Adding Notes (on page 55).

Service Requests

Notes

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Record Type Open Activities

Information To link a new task or appointment, click New Task or New Appt. Then enter the required information in the Edit form and save the record. For field descriptions, see Activity Fields (on page 88). You can link several activities to an account. If an activity has a time associated with it, the activity appears in the Activities list and Calendar. Users that have visibility to an account can also see the Activities linked to the account, including those activities owned by or assigned to others.

Contacts

To link a new contact, click New, enter the required information in the Edit form and save the record. For field descriptions, see Contact Fields (on page 152). TIP: To avoid duplicating contact records, you can also click Add, and then click the Lookup icon next to the New Contact column. In the Search for a Contact window, enter the First Name, Last Name or email address, and click Go. If the application doesn't find the contact, click New to create the contact record. If you know the contact record exists, click Add to link it to this record. To open the Contact Detail page to update information about the contact, click the Name link.

Account Team

To allow this record to be visible to other employees, click Add Users. In the Account Team Add User window, select the employee's name and specify the access level. For more information on sharing records, see Sharing Records (Teams) (on page 52). To link an account and track it as your partner with this account, click Add. Then enter the required information in the Edit form and save the record. For field descriptions, see Tracking Partners and Competitors of Accounts (see "Tracking Account Partners and Competitors" on page 129). To link an account and track it as your competitor for this account, click Add. Then enter the required information in the Edit form and save the record. For field descriptions, see Tracking Partners and Competitors of Accounts (see "Tracking Account Partners and Competitors" on page 129).

Partners

Competitors

To remove or delete a linked record

1

Select the account. For instructions on selecting accounts, see Finding Records (on page 17).

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2 3

On the Account Detail page, scroll down to the appropriate section. In the row whose link you want to remove or delete, click one of the following links: Remove. This disassociates the records without deleting either record. Del. This deletes the linked record. A deleted record is moved to the Deleted Items page and is permanently removed from the database after 30 days.

Related Topics
Account Detail Page 137 58

Attaching Files and URLs to Records Deleting and Restoring Records 63 Tracking Assets 131

Linking Portfolio Accounts
This feature is specific to the CRM On Demand Financial Services Edition. You can link portfolio accounts to an account with a many-to-one relationship. In other words, you can link many portfolio accounts to one account, but each portfolio account can be linked to only one account. Before you begin. The Portfolio related information is not shown on the Account Details page by default. To allow you to see this information, your company administrator must grant access to the Portfolio related information to your role. You or your company administrator must then add the Portfolio related information to your Account Details page layout. For more information on customising your Detail page layouts, see Changing Your Detail Page Layout (on page 303).

To link a portfolio subaccount

1

Select the parent account. For more information on selecting accounts, see Finding Records (on page 17).

2 3 4

On the Account Details page, scroll to the Portfolio related information and click New. Complete the fields in the Portfolio Account Edit page that is launched. Save the record.

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Specifying Parent Accounts
You can indicate account hierarchies, such as a company that is a subsidiary of another company, by specifying a parent-child relationship. First create the parent account and then select that account as the parent for the child or subaccount.

To specify the parent account

1

Select the child account. For instructions on selecting accounts, see Finding Records (on page 17).

2 3 4

On the Account Edit page, click the Lookup icon next to the Parent Account field. In the Search window, select the parent account. Save the record.

Limiting Account Records Displayed
You can limit the accounts that you see by selecting a filtered list. A list shows a subset of the accounts that meet the criteria saved with the list. Before you begin: When you create a list, you need to enter the fields and values for the criteria that you set up. You might want to go to the Account Edit page and write down the exact field names and values as they are used in your application. Otherwise, your filtered list may not pick up the correct records. Alternatively, you can print the record Detail page to capture the exact field names; however, the printout does not capture the field values for drop-down lists. If you are using the Offline edition of Siebel CRM On Demand, the number of records that you can download at a time is restricted. By default, the Offline edition of CRM On Demand restricts you to downloading 250 accounts at a time. Your company administrator can request an increase in this number. However, increasing the number could increase the amount of time it takes to complete the download process. If your account records exceed the maximum you are allowed to download, create filtered lists that divide your accounts into smaller amounts, such as accounts based on different Priority values, or on location. Then, during the download process, select the filtered lists that you have created to make sure that all your account records are copied to your laptop or desktop.

To open a filtered list for accounts

1

Click the Accounts tab.

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Steps for Accounts

2

From the Account Lists section on the Account Homepage, select the list with which you want to work. For a description of default account filtered lists, see Accounts Homepage (on page 119).

To create a filtered list for accounts

1 2 3 4

Click the Accounts tab. From the Account Lists section on the Account Homepage, click the Manage Lists link. On the Manage Lists page, click the New List button. Complete the steps described in Creating and Refining Lists (on page 44).

Related Topics
Account Fields 137 Account List Page Accounts Homepage 135 119

Tracking Account Partners and Competitors
Siebel CRM On Demand provides areas in the application where you can track information on either partners or competitors for your accounts. For example, you might want to track which companies (accounts) you do business with for Account XYZ or which companies (accounts) you compete against for Account XYZ. To do so, first link the account acting as your partner or competitor to the account record. Then add information to the Account Partner Edit or Account Competitor Edit page about the partner or competitor, such as its strengths and weaknesses. NOTE: You can link as many partner or competitor accounts as you want. However, you cannot link an account record to itself as a partner or competitor. For example, Company ABC cannot be linked to Company ABC, unless there are two separate records for the company within the database. Before you begin. Create an account record for each partner or competitor that you want to link to the account. When creating that record, you can select Partner or Competitor as the Account Type. For instructions on adding records, see Creating Accounts (on page 123).

To track partner and competitor information for accounts

1

Select the account. For instructions on selecting accounts, see Finding Records (on page 17).

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you might want to track investor or affiliate relationships for this account. Click the Lookup icon. Competitor Is a Start Date Default is today's date. System Integrator. click the Edit link next to the existing partner or competitor. You can use this field to record the expiry date of a partnership. To do so. Partner. Select an option that defines the relationship between the accounts. End Date 4 Save the record. select the option that defines the reverse relationship or role. For example. In the second line. Vendor and Reseller. Tracking Relationships Between Accounts Before you begin. Default values are Customer. To update information. and select the account whose relationship and information you want to track as your competitor for this account. When you want to track relationships between accounts. click Add.) Then define the relationship and add any other pertinent information.Accounts 2 On the Account Detail page. The following table describes some field information for tracking partner or competitor information. and select the account whose relationship and information you want to track as your partner when dealing with this account. first link the account whose relationship you want to track to this account record. 3 On the Account Competitor Edit or Account Partner Edit page. enter the required information. store the information in the Account Relationship pages. Field Comments Partner Click the Lookup icon. scroll down to the Competitor or Partner section and perform one of the following: To link an account. 130 CRM On Demand Online Help Release 15 . (You can link as many accounts as you want. This feature is specific to the CRM On Demand Financial Services Edition. Your company administrator can change or add values to the drop-down list. You can use this field to record the start date of a partnership.

see Finding Records (on page 17). Create an account record for each organisation that you want to link to the account. You need to select options that describe the relationship between this account and the related account. click the Edit link in the row for the existing account relationship. To track relationships between accounts 1 Select the account. CRM On Demand Online Help Release 15 131 . click the Edit link next to the existing asset. assets may be listed under different headings. click Add. For example. the Key Relationship Information might read: Account XYZ is a Partner of Account ABC. 1 Select the account. In the second line. Tracking Assets When you want to track a product you've sold to a customer or company. 2 On the Account Detail page. 3 On the Asset Edit page. 2 On the Account Detail page. For example. assets are listed as Vehicles. enter the required information. enter the required information. link the product record to the account as an asset. 4 Save the record. in the CRM On Demand Automotive Edition. Account ABC is a Vendor for Account XYZ. To update information. after selecting options from the drop-down lists. For instructions on selecting accounts. scroll down to the Asset section and perform one of the following: To link an asset. To update asset information. NOTE: If you are using an industry-specific version of Siebel CRM On Demand. scroll down to the Account Relationships section and perform one of the following: To link an account. 3 On the Account Relationship Edit page. For instructions on selecting accounts.Steps for Accounts Before you begin. select the option that defines the reverse relationship or role. This feature might not be available in your version of the application. click Add. see Finding Records (on page 17).

Idle. you might see additional fields. Down. such as Bronze. If you are using an industry-specific version of Siebel CRM On Demand. NOTE: The automatic creation of a task feature is only activated when you enter a notify date on an asset record. Maintenance. a task is created when you save this asset record. Copied from the product definition. not on a contact record. Active. Up. Price paid for the product. these fields are copied from the product definition: Product Category. The task appears as "Asset Name requires follow-up" on My Homepage. If you enter a Notify Date on the asset record. Read-only. Platinum or Silver. Limit of 250 characters. Copied from the product definition. Gold. Default values are Inactive. Critical Down. Part #. Limited Use. Time period of the warranty. Field Description Key Asset Information Product Name Product supplied to the customer. Account Homepage and Calendar. Number of units the customer purchased. Defaults to today's date. Date that appears in the task record. such as notification that a contract or warranty is about to expire. Read-only.Accounts The following table describes some field information for tracking asset information. TIP: Set the date to give you time for follow-up tasks regarding this asset. Read-only. Type of contract. You can select another currency to convert the price to another currency. Currency corresponding to the Purchase Price. Copied from the product definition. Purchase Price Quantity Ship Date Product Category Part Number Type Operating Status Warranty Contract Asset Currency Notify Date 132 CRM On Demand Online Help Release 15 . if your company administrator set up that feature. Additional Information Description Additional information about the asset. Type and Status. When you link the product record.

To update revenue information. complete the Revenue Fields. scroll down to the Revenues section and perform one of the following: To add a revenue record. To add revenue to accounts 1 Select the account. Pending or Closed. You can track revenue information for each of your accounts. product categories or revenues forecasted for each account Base your company's forecasts on account revenue If your company bases its forecasts on accounts. Your administrator can add. Adding revenue records to accounts allows you to: Track products. This feature is specific to the CRM On Demand Financial Services Edition. Your company needs to inform you of the forecasting method that it wants to use. This functionality must be set up for your company. you add revenue records to accounts. click Add. Revenue record for the account must have the Forecast field checked. For more information. The company forecasting method determines which fields you need to fill in when adding revenue records to accounts. Revenue Fields The following table describes field information for revenue. account or contact revenue. see Finding Records (on page 17).Steps for Accounts Tracking Revenue Based on Accounts Before you begin. relabel or delete fields. click the Edit link next to the existing revenue record. contact Customer Care. 2 On the Account Detail page. which allows your company to base its forecasts on account revenue. it is best to leave the Forecast checkbox blank on the Revenue page. opportunity product. Revenue record cannot be linked to an opportunity. NOTE: If your company does not use account revenue for its forecasts. 3 On the Revenue Edit page. Before you begin. For instructions on selecting accounts. To do so. Companies can forecast revenue on any one of the following: opportunity. NOTE: Account and Contact Revenue forecasting require that Revenues be enabled for both Accounts and Contacts. so the fields that you see might differ from those in this table. CRM On Demand Online Help Release 15 133 . 4 Save the record. only records that meet these criteria are included in the forecast: Revenue record for the account must have a Status of Open.

the information that you enter for revenue can affect its calculations. add a record with these values: Revenue = £250 Quantity = 1 For the recurring order. Shipped. For recurring revenue with a close date that ends on the last day of the month and a start date of mid-month. Pending or Closed for this record to be included in the forecasts. Price 134 CRM On Demand Online Help Release 15 . After that. you must set the Status to Open. you will be sending £500 worth of disposables at the end of each month until the end of the year. which is populated with the product information. might also appear on this page. Indicator to include this product in forecasting totals. might also appear on this page. Number carried over with the product definition. if you send 10 printer cartridges each month. For a recurring product. Invoiced. the expected revenue close date. Quantity Number of units the customer orders. Another Type field (read-only field). For example. Product Name Product Category Part # Forecast Type Only products marked Orderable by your company administrator can be selected. For example: You start supplying disposables to a company or client on May 15th. Status If your company calculates forecasts on accounts or contacts. NOTE: The Type you set applies to the revenue record. Product price. For recurring revenue. which is populated with the product information. NOTE: The Status you set applies to the revenue record. Default values are Actual. add a second record with these values: Revenue = £500 Quantity = 1 Frequency = Monthly #of Periods = 7 (June to December). Booked. Field Description Key Product Information Date For an account or contact. enter 10 here. the start date. For the mid-month order.Accounts CAUTION: If your company bases its forecasts on account or contact revenue. add one record for the full recurring price and another record for the prorata order. Read-only. Another Status field (read-only field). Category of the product. Projected and Quota. enter the quantity of the product for each recurring period.

Complete the steps described in Assigning Records to Books (on page 619). From the Account List Page. Using the drop-down menu. However. For instructions.000 characters. For more information on updating records. If the Forecast checkbox is selected. see Sharing Records (Teams) (on page 52). independent of the product or product category. Complete the steps described in Creating and Refining Lists (on page 44). click Menu and select Batch Assign book. set the quantity to 1 and the price equal to the revenue value. Generally. However. update or delete. The drop-down list contains both standard lists distributed with the application and custom lists for your company. you can review multiple accounts at a glance. the owner can update record details or delete the record. this revenue amount contributes to your company's forecast totals. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). contact and opportunity records can be shared with other employees. You can edit fields inline on the Account List page. you can also switch to another account list. Number of periods for a recurring product.Account List Page Field Revenue Description Quantity multiplied by Price. The following table describes what you can do from the Account List Page. On the Account List title bar. CRM On Demand Online Help Release 15 135 . Limit of 2. TIP: To forecast a specific revenue value. access levels can be adjusted to restrict or expand a user's access. Additional Information Owner Person assigned to this revenue record. click Menu and select Create New List. You can also select an account to review. Bi-weekly means twice a week. Description Additional information about the product. Account List Page The Account List page shows the subset or list of accounts that you selected in the Accounts Homepage. To perform this Add accounts to books or remove accounts from books Create a new list of accounts Complete the following steps On the Account List title bar. The revenue cannot be overwritten. of Periods Frequency for a recurring product. account. see Updating Record Details (on page 31). Recurring Revenue Information Frequency No. Each record has only one owner.

click Menu and select Manage Lists. click Menu and select Batch Delete. enter the required information and save the record. In the Number of records displayed list at the bottom of the page. Complete lists the steps for your required task described in Manage Lists Page (on page 48). Click the Account Name column header. View account details View all accounts at your company Click the account in the Account Name column. Complete the list the steps described in Deleting and Restoring Records (on page 63). Page through the list Refine the search criteria for the list Show more/fewer records Show the key information and filter information for the list Update a group of account records at once Click the Previous or Next links. On the Account Edit page. click the drop-down list and select All Accounts.Accounts To perform this Create an account Complete the following steps On the Account List title bar. Then click on a letter in the alphabet bar. Related Topics Account Fields 137 About Accounts 119 Limiting Account Records Displayed 128 136 CRM On Demand Online Help Release 15 . click 0-9. On the Account List title bar. For accounts beginning with numbers. See View List Page (on page 49) for an explanation of the information. Export the list Find an account On the Account List title bar. arranged alphabetically. click Menu and select Show List Filter. Complete the steps described in Exporting Records in Lists (on page 50). click Menu and select Refine List. On the Account List title bar. The drop-down list contains all filtered lists available to you. Delete all records from On the Account List title bar. Complete the steps described in Creating and Refining Lists (on page 44). On the Account List title bar. This opens the Account Detail page. Manage all the account On the Account List title bar. click Menu and select Mass Update. click New Account. specify how many records you want to see at one time. View a different subset On the Account List title bar. click Menu and select Export List. click the drop-down list and change the of accounts selection. On the Accounts List title bar. Complete the steps described in Updating Groups of Records (on page 53).

Some of this information. such as an opportunity. if you link a record. see Updating Record Details (on page 31). NOTE: Company administrators can customise your application in a variety of ways. those opportunities can be categorised by those values. Therefore. Similarly. to an account record with Region or Industry filled in. can be used in reports as a way to categorise information.Account Detail Page Account Detail Page Click a topic to see instructions for performing the following from the Account Detail page: Updating Record Details (on page 31) Linking Records to Your Selected Record (on page 32) Sharing Records (Teams) (on page 52) Tracking Account Partners and Competitors (on page 129) Tracking Relationships Between Accounts (on page 130) Tracking Assets (on page 131) Tracking Revenue Based on Accounts (on page 133) Adding Notes (on page 55) Attaching Files and URLs to Records (on page 58) Changing Your Detail Page Layout (on page 303) NOTE: Not all these features might be set up in your edition of Siebel CRM On Demand. such as changing names for record types. you should enter as much information about accounts as you can. such as Region or Industry. TIP: You can also edit accounts on the Account List page and the Account Detail page. For more information on updating records. the information that you see on-screen might differ from the standard information described in this table. CRM On Demand Online Help Release 15 137 . As a result. The following table provides additional information regarding some fields. Account records are central to how you manage and view your data. fields and options in drop-down lists. Related Topics Account Fields 137 About Accounts 119 Account Fields Use the Account Edit page to add an account or update details for an existing account. The Account Edit page shows the complete set of fields for an account.

Vendor or Partner. Specific to Siebel CRM On Demand Life Science Edition. Region that the account falls under at your company. Competitor. This field is automatically populated during the lead conversion process or specified by the user when a new account is created. Type of business engaged in by the account. High Technology. Location Parent Account Web Site Account Sales Information Account Type Relationship of the account to your company. If you want to view report information. Services or Other. capitalisation and so on. If you want to view report information. such as Prospect. select a Region for the account and then link the opportunity record to the account. and track the partner and competitor information for every account and opportunity. such as opportunities. Financial Services. Status Last Call Date HIN Influence Type Call Frequency Source Campaign 138 CRM On Demand Online Help Release 15 . Public Company Region Indication that the account is a publicly owned company.Accounts Field Description Key Account Information Account Name Name of the account. Health Industry Number. such as opportunities. select an Industry for the account and then link the opportunity record to the account. Retail. you can define the exact role that the account plays. Specific to Siebel CRM On Demand Life Science Edition. Customer. Specific to Siebel CRM On Demand Life Science Edition. Specific to Siebel CRM On Demand Life Science Edition. Pharmaceuticals. such as Reseller. Type of facility operated by the account at this site. At that point. Company of which the account is a subsidiary. Priority Industry Priority for the account. Energy. such as Headquarters. by Industry. They are also included in the list of accounts that you can link to other accounts or opportunities from the Account or Opportunity Detail page. To avoid duplicate records. ensure that you follow the naming conventions that your company has set up for abbreviations. The campaign that generated the account. Telecommunications. Note: Accounts designated as a Partner or Competitor appear under the All Competitor and All Partner Accounts lists available from the Account Homepage. Automotive. URL address for the account. such as High. Medium or Low. Partner. by Regions. such as Manufacturing. Specific to Siebel CRM On Demand Life Science Edition.

Date the account becomes a reference. Specific to Siebel CRM On Demand Life Science Edition. access levels can be adjusted to restrict or expand a user's access. However. Market Potential Specific to Siebel CRM On Demand Life Science Edition. However. NOTE: If group ownership is enabled for your company. CRM On Demand Online Help Release 15 139 . Specific to Siebel CRM On Demand Life Science Edition. Specific to Siebel CRM On Demand Life Science Edition. such as a hospital or clinic. You might see the screen refresh to adjust the field names. the owner can update the record. Each record has only one owner. YTD Revenue Market Share Reference Reference as of Partner Number of Physicians Route Specific to Siebel CRM On Demand Life Science Edition. transfer the record to another owner or delete the record. For more information. account records can be shared with other employees through the Account Team page. Owner Alias of the record owner. the Invoicing address for the account is carried over to the Account address section for that contact. Additional Information Invoicing and Shipping Addresses Selecting a country determines the labels for the remaining address fields. Generally.Account Fields Field Annual Revenues Description Amount of the company's annual revenue. you must have Read/Edit/Delete access to the account. In order to reassign ownership of an account. If you add a contact and link it to this account. The value in the Owner field affects which records are included in the reports that you or your managers run. see Sharing Records (Teams) (on page 52). Indication that the account can be used as a reference for potential customers or sales representatives to contact. Indication that this account is a partner. according to that country's address convention. the group team members will automatically change if the new owner is a member of a different group. Number of doctors working at a health care site. Market Segment Specific to Siebel CRM On Demand Life Science Edition.

selecting this field triggers assignment manager to process the account again and assign it according to the rules. Additional information about the account. followed by the date and time of the update. In the case of accounts. Territory Modified By Description Territory to which this account belongs. Limit of 2. the processing time is also affected by the number of team members and the number of contacts and opportunities associated with the record. If your company administrator has set up account assignment rules. System-generated. the number of records to be reassigned and the current system load. Name of the person who created or last updated the account record.Accounts Field Reassign Account Description Indicates that the account should be reassigned. NOTE: The processing time for reassigning records can vary depending on the complexity of your company's assignment rules. Related Topics Steps for Accounts Account Detail Page 122 137 140 CRM On Demand Online Help Release 15 .000 characters. The owner name changes when the record is reassigned.

click the drop-down list to see all the available lists and make your selection. If a previously created list does not appear on the Contacts Homepage. independent consultants. an account record includes links to information about several different contacts at that company. Filtered lists are subsets or groups of contacts that allow you to limit the number of contacts to work with at a time.C H A P T E R 6 6 Contacts Use the Contact pages to create. The following are some of the sections that can be displayed on your Contacts Homepage. vendors or personal acquaintances. This page contains several sections and displays contact information that is relevant to you. These individuals can be employees of other companies. If your user role includes the Personalise Homepages privilege. These custom lists appear above the standard set of lists. regardless of owner) CRM On Demand Online Help Release 15 141 . and often. Contact List All Contacts Filters none (displays all records to which you have visibility. Contacts are individuals with whom your company currently conducts business or expects to conduct business in the future. on the Contact List page. All standard lists are public and can be viewed by everyone. The following table describes the standard lists. click any list. The first 10 filtered lists are shown. The application comes with a set of standard lists. Then. You and your managers can create additional lists based on different criteria. update and track contacts. you can add sections to the page and remove sections from the page. Contacts Homepage The Contacts Homepage is the starting point for managing contacts. Contact Lists Section The Contact Lists section shows the following information: Contact Lists. A contact is generally associated with an account.

or view. create a new list. sorted by due date and then priority. It also shows the following information: Due Date. Manage Lists. List of the ten most recently viewed contacts. sorted by the modified date Contacts with your name in the Owner field For information on creating these lists. edit or delete an existing list. Subject. From this information. a downward pointing green arrow indicates low priority and no arrow indicates medium priority. Arrow symbol. My Recently Viewed Contacts Section The My Recently Viewed Contacts section shows the following information: My Recently Viewed Contacts list. The primary contact record associated with the task. My Open Contact Related Tasks Section The My Open Contact Related Tasks section shows the open tasks assigned to you. Priority for tasks as set by you or your manager. you can place your pointer on the chart to see specific information. 142 CRM On Demand Online Help Release 15 . Show Full List. The Manage Lists page also includes the standard lists delivered with CRM On Demand. therefore you cannot edit or delete them. An upward pointing red arrow indicates high priority. sorted by the created date All contacts. Show Full List. In this section. In the standard application. users can maintain a thorough understanding of their contact distribution as well as identify areas of opportunity or weakness. the Contact Analysis by Account section shows a chart that allows users to analyse their total number of contacts by Account criteria such as Region. Title of task. Contact Analysis by Account Section Your company administrator can change the analysis shown in this section. see Working with Lists (on page 39). click a segment to review a detailed report. Primary Contact. County/Region or Industry. or change the categories in the drop-down list to view the same data from another perspective. These lists are view-only. Click the link to review the task. Date task is due as set by you or your manager. Link for expanding the list of recently viewed contacts. This link takes you to the page where you can review all available filtered lists. Link for expanding the list of contact-related tasks.Contacts Contact List All Customer Contacts All Recently Created Contacts All Recently Modified Contacts My Contacts Filters Type = Customer All contacts.

Steps for Contacts Other Sections If your user role includes the Personalise Homepages privilege. Click Save. On the Contact Homepage Layout page. you can add some or all of the following sections to your Contacts Homepage: My Recently Created Contacts My Recently Modified Contacts Recently Created Contacts Recently Modified Contacts My Current Contact Related Tasks Contact Tasks To add sections to your Contacts Homepage 1 2 3 On the Contacts Homepage. so it might not be available in your version of the application. so it might not be available in your version of the application. use the directional arrows to add or remove sections and to organise the sections on the page. click the Edit Layout link. CRM On Demand Online Help Release 15 143 . Steps for Contacts Click a topic to see step-by-step procedures for performing the following: Importing Your Contacts (on page 144) Creating Records (on page 14) Updating Record Details (on page 31) Sharing Records (Teams) (on page 52) Linking Records to Your Selected Record (on page 32) Working with Lists (on page 39) Linking Contacts to Multiple Accounts (on page 148) Tracking Relationships Between Contacts (on page 148) Tracking Revenue Based on Contacts (on page 149) NOTE: This feature is not part of the standard application. Adding Referrals (on page 150) NOTE: This feature is not part of the standard application.

NOTE: Administrators can import up to 30. Before you begin. CAUTION: You cannot undo the importing of records or perform a mass deletion of records. such as changing names for record types. Therefore. To import your contacts 1 2 Click the Contacts tab. so it might not be available in your version of the application. For additional procedures that are common to all records. click the Import Your Contacts link. When you import contacts. NOTE: If the Recently Modified Contacts section is not visible on your Contacts Homepage. 4 For Step 1: 144 CRM On Demand Online Help Release 15 . fields and options in drop-down lists. 3 On the Data and Integration Tools page. If several employees at your company are importing contacts. click the Import button. depending on your access level. the information that you see on-screen might differ from the standard information described in the online help. NOTE: Company administrators can customise your application in a variety of ways.000 contacts at a time from a comma-separated value (.csv) file to use with Siebel CRM On Demand. Therefore. Also.000 contact records. Importing Your Contacts As a non-administrator. click the Edit Layout link in the upper right corner of the page and add the Recently Modified Contacts section to your page layout. Also. see Working with Records (on page 14). with a maximum file size of 9 MB. If your company is importing a large number of records. This starts the Import wizard. click the Training and Customer Care links at the top of each page within Siebel CRM On Demand. you may not be able to perform all procedures described in the preceding list. at a time. practice the importing procedure with a file of 5-10 records to avoid cleaning up data afterwards. you can import up to 2. For information on those resources. attend a training session on data importing or contact Customer Care. prepare your file for importing to ensure that you capture all the data in the file. coordinate the importing effort to minimise record duplication. you specify how you want the application to handle duplicate records.Contacts Tracking Contact Interests (on page 150) NOTE: This feature is not part of the standard application. In the Recently Modified Contacts title bar.

Your choices are: not to import duplicate records. NOTE: You should not change this unless you are certain another encoding method is used. c d Select how you want to handle picklist values in your CSV file that do not match the values in the application. if available. Western.Steps for Contacts a Select how you want the Import wizard to identify matching records. e Decide if the Import Wizard should create a new record for missing associations (related records) in your data file. h i Select the type of CSV delimiter used in your file: comma or semi-colon. to overwrite existing records or to create additional records. The Import wizard uses an external unique ID. this results in the record being updated. These are non-ID fields. The Import Wizard also uses CRM On Demand predefined fields. see Field Type Guidelines for Importing Data (on page 659). applies to most encoding systems in Europe and North America. Select the date/time format used in the CSV file. such as Account Name and Location. f g Verify that the file encoding selection is Western. NOTE: This is not available if the user's language is different to the company's default language. NOTE: If you select Overwrite Records and Don't Create New Record in the previous option. The Import wizard can either add the new value to the picklist or not import the field value. the CRM On Demand Online Help Release 15 145 . Select a field mapping file. Field mapping files (. Select the CSV file whose data you want to import.map) contain the pairing of fields in your CSV file with existing Siebel CRM On Demand fields. After you perform an import. Select the action you want the Import Wizard to follow if the imported record's unique record identifier does not match an existing record in CRM On Demand. see About Record Duplicates and External IDs (on page 741). For information on how duplicate records are defined. which is a unique external ID field that is imported from another system. 5 For Step 2: a b Follow the instructions for validating your file. b Select what you want the Import wizard to do if it finds a duplicate unique record identifier in CRM On Demand. The default. if necessary. For more information.

The Import Assistant lists the column headers from your import CSV file next to a drop-down list showing all the fields in that area in Siebel CRM On Demand. verify that the fields map correctly. At a minimum. including custom fields that you added. Any custom fields that you created since you ran the previous import might need to be mapped. you need to map all required fields to column headers in the CSV file.map file. Save it to your computer to re-use it during later imports.Contacts system sends you an email containing the . To filter your list on this field Select this field from the drop-down list Street Number Address 1 Chome Ku Floor District Shi/Gun Colonia/Section CEDEX Code Address 4 URB Township MEX State BRA State Parish Part of Territory Island Prefecture Region Emirate Oblast Island Code Boite Postale Codigo Postal Number/Street Address 2 Address 3 City PO Box/Sorting Code Province Zip/Post Code If you selected a . If the address field you need does not appear in the drop-down list.map file with the recent mapping scheme. 6 For Step 3: a Map the fields in your file to Siebel CRM On Demand fields. select the corresponding one shown in this table. 146 CRM On Demand Online Help Release 15 .

To view the queue for your import requests 1 2 3 Click the Contacts tab. At this point. CRM On Demand Online Help Release 15 147 . CAUTION: If you have selected the wrong file to import. the Manager Record will be associated with Contacts using the Contact Name and Manager fields. The import completed but none of the records were imported. follow the on-screen instructions. When using the Contact Name and Manager fields to do this association. click the Import Request Queue link. Failed Error The following table describes the import record information. so the import file you originally selected appears in the field mapping step. if necessary. the data file records will be subject to more stringent dependency ordering. click Finish. On the Data and Integration Tools page. including the estimated time of completion. Import Record Information Description # Submitted The number of records contained in the CSV file. using the Back button does not clear the cache. click the Import button. For Step 5. Completed Completed with errors The import completed with no errors during import. CAUTION: External Unique ID and Manager External ID are key fields that are used to associate Contacts with their Manager Records. The Import Request Queue page appears with information about your requests. The following table describes the import status. In the Recently Modified Contacts title bar. The import completed but there were some errors with some of the records. see About Record Duplicates and External IDs (on page 741). 7 8 For Step 4.Steps for Contacts For information about external IDs. If these fields are not mapped. The import did not complete because an error occurred. click Cancel to change selections.

or as set by a system process. To do this. see Changing Your Detail Page Layout (on page 303). Tracking Relationships Between Contacts Before you begin. For more information about linking records. store the information in the Contact Relationship pages. Not all records were imported. you might want to track influential relationships. # Partially Imported # Not imported Linking Contacts to Multiple Accounts You can link a contact to more than one account. see Linking Records to Your Selected Record (on page 32). your role and your setup must be configured as follows: Your company administrator must include the Manage Extended Contact and Account Relationship Access privilege in your user role. This feature might not be available in your version of the application because it is not part of the standard application. To do so.) Then define the relationship and add any other pertinent information. For information about changing your page layout. The number of records that were imported. first link the contact whose relationship you want to track to this contact record. When you want to track relationships between contacts. business relationships and industry peers for this contact. (You can link as many contacts as you want. Before you begin. 148 CRM On Demand Online Help Release 15 . Your Contact Detail Page layout must include the related Accounts information. Create a contact record for each person you want to link to the contact. This field is processed every 20 seconds. # Processed # Successfully Imported The number of records that were imported without any problems. For example. such as personal relationships.Contacts Import Record Information Description The number of records the import engine has currently processed. The number of records that were not imported at all.

For example. Tracking Revenue Based on Contacts Before you begin. click the Edit link in the row for the existing contact relationship. Revenue record for the contact must have the Forecast field checked. after selecting options from the drop-down lists. Revenue record cannot be linked to an opportunity. the Key Relationship Information might read: Contact XYZ is a Subordinate of Contact ABC. To update information. In the second line. You can track revenue information for each of your contacts. You need to select options that describe the relationship between this contact and the related contact. This feature might not be available in your version of the application as it is not part of the standard application. enter the required information. scroll down to the Contact Relationships section and perform one of the following: To link a contact. Adding revenue records to contacts allows you to: Track products. click Add. Contact ABC is a Superior for Contact XYZ. you add revenue records to contacts. The company forecasting method determines which fields you need to fill in when adding revenue records to contacts. which allows your company to base its forecasts on contact revenue. CRM On Demand Online Help Release 15 149 . For instructions on selecting contacts. 2 On the Contact Detail page. opportunity product. Before you begin. product categories or revenues forecasted for each contact Base your company's forecasts on contact revenue If your company bases its forecasts on contacts. Pending or Closed. Your company needs to inform you of the forecasting method that it wants to use. Companies can forecast revenue on opportunity. see Finding Records (on page 17). select the option that defines the reverse relationship or role. only records that meet these criteria are included in the forecast: Revenue record for the contact must have a Status of Open. account or contact revenue.Steps for Contacts To track relationships between contacts 1 Select the contact. but only on one of these. To do so. 3 On the Contact Relationship Edit page.

click the Edit link next to the existing revenue record. 2 3 4 On the Contact Detail page. the record is saved as a new lead record. This feature might not be available in your version of the application because it is not part of the standard application. 150 CRM On Demand Online Help Release 15 . complete the Revenue Fields. see Finding Records (on page 17). NOTE: If your company does not use contact revenue for its forecasts. Adding Referrals Before you begin. see Tracking Revenue Based on Accounts (on page 133). Tracking Contact Interests Before you begin. For instructions on selecting contacts. 3 On the Revenue Edit page. To add a referral 1 Select the contact. This feature might not be available in your version of the application as it is not part of the standard application. enter the required information. On the Referral Edit page. it is best to leave the Forecast checkbox blank on the Revenue page.Contacts To add revenue to contacts 1 Select the contact. 2 On the Contact Detail page. click Add. When you create a new referral. see Finding Records (on page 17). Save the record. To update revenue information. For instructions on selecting contacts. scroll down to the Referral section and click New. You can add referrals to your contact record. 4 Save the record. The new referral shows a status of Qualifying by default. scroll down to the Revenues section and perform one of the following: To link a revenue record.

Complete the steps described in Creating and Refining Lists (on page 44). see Finding Records (on page 17). Complete the steps described in Assigning Records to Books (on page 619). enter the required information and save the record. You can edit fields inline on the Contact List page. Delete all records from On the Contact List title bar. You can also select a contact to review. To track contact interests 1 Select the contact. you can also switch to another contact list. On the Contact Interests page. click Menu and select Batch Delete. see the Contact Lists Section table in Contacts Homepage (on page 141). On the Contact Edit page. The drop-down list contains both standard lists distributed with the application and custom lists for your company. you can review multiple contacts at a glance. On the Contact List title bar. 2 3 4 On the Contact Detail page. For a description of the standard lists. To perform this Add contacts to books or remove contacts from books Create a contact Create a new list of contacts Complete the following steps On the Contact List title bar. CRM On Demand Online Help Release 15 151 . For instructions on selecting contacts.Contact List Page You can track products. click Menu and select Create New List. Contact List Page The Contact List page shows the subset or list of contacts that you selected in the Contacts Homepage. Complete the list the steps described in Deleting and Restoring Records (on page 63). complete the required information. services or hobbies that a contact is interested in. Using the drop-down menu. NOTE: If you access the Contact List page through a record Detail page. Save the record. From the Contact List Page. scroll down to the Contact Interests section and click Add. see Updating Record Details (on page 31). such as mutual funds or golf. click New Contact. click Menu and select Batch Assign book. For more information on updating records. update or delete. The following table describes the tasks that you can perform from the Contact List page. some of these features are not available. On the Contact List title bar.

such as changing names for record types. click Menu and select Mass Update. click 0-9. Contact Fields Use the Contact Edit page to add a contact or update details for an existing contact. On the Contact List title bar. The Contact Edit page shows the complete set of fields for a contact. Click the All link on the alphabet bar. click Menu and select Manage Lists. Click the Last Name column header to sort the data. Complete the steps described in Exporting Records in Lists (on page 50). fields and options in drop-down lists. On the Contact List title bar. On the Contact List title bar. Click the Previous or Next links. see Updating Record Details (on page 31). In the Number of records displayed list at the bottom of the page. click Menu and select Export List. click Menu and select Refine List. Complete the steps described in Creating and Refining Lists (on page 44). TIP: You can also edit contact information on the Contact List page and the Contact Detail page. The following table provides additional information regarding some fields. On the Contact List title bar.Contacts To perform this Export the list Find a contact Manage all the contact lists Page through the list Refine the search criteria for the list Show more/fewer records Show the key information and filter information for the list Update a group of contact records in one go View a subset of contacts View all contacts Complete the following steps On the Contact List title bar. specify how many records you want to see at one time. Complete the steps for your required task described in Manage Lists Page (on page 48). For more information on updating records. See View List Page (on page 49) for an explanation of the information. 152 CRM On Demand Online Help Release 15 . NOTE: Company administrators can customise your application in a variety of ways. click Menu and select Show List Filter. For contacts beginning with numbers. the information that you see on-screen might differ from the standard information described in this table. On the Contact List title bar. Complete the steps described in Updating Groups of Records (on page 53). Therefore. Then click on a letter in the alphabet bar. click the drop-down list and change the selection.

M. D. Dentist. and Europe to indicate that a customer has explicitly chosen not to allow their information to be shared or has chosen not to receive marketing communications. such as Prospect. The campaign that generated the contact. Used in the U. NOTE: It is possible to link a contact to more than one account. Promotion. Lead source of the contact.T. Reg. Pharmacist. Referral. Specific to Siebel CRM On Demand Life Science Edition. Indicates that the contact is private and cannot be viewed by other users.S. see Linking Contacts to Multiple Accounts (on page 148) for more information. Name of the manager of the contact. Specific to Siebel CRM On Demand Life Science Edition. Master of Science.S. Default values are PHD. Default values are No See.. Assistant Name Assistant Phone # Private Never Email Degree Market Potential Call Frequency YTD Sales CRM On Demand Online Help Release 15 153 . Event. and Europe to indicate that a customer has explicitly chosen to participate in either their information sharing or marketing communications.D. LPN and Master of Public Health. Opt Out Contact Detail Information Contact Type Department Manager Lead Source Source Campaign Contact's type. MBA. Billboard.. Customer. Phone number of the contact's assistant. Opt In Used in the U. 3-4 Times/Year and >5 Time/Year. Specific to Siebel CRM On Demand Life Science Edition. Name of the contact's assistant. Direct Mail. This field is automatically populated during the lead conversion process or is specified by the user when a new contact is created. 1-2 Times/Year.Contact Fields Field Description Key Contact Information Account Account to which the contact is linked. Default values are High. Tradeshow.O. such as Advertising. RN. Specific to Siebel CRM On Demand Life Science Edition. Web or Other. Partner and Competitor. Qualified Lead. Medium and Low. Indicates that the contact does not want to receive email. Name of the department of the contact. R..

Limited. Specific to Siebel CRM On Demand Financial Services Edition. Rural/Farming. Late afternoon. Segment Experience Level Risk Profile 154 CRM On Demand Online Help Release 15 . Each record has only one owner. Specific to Siebel CRM On Demand Financial Services Edition. Blue Collar. Generally. transfer a record to another owner or delete the record. Specific to Siebel CRM On Demand Life Science Edition. Inherited from the account linked to the contact. Mass Affluent. Specific to Siebel CRM On Demand Life Science Edition. Specific to Siebel CRM On Demand Financial Services Edition. see Sharing Records (Teams) (on page 52). However. Additional Information Account Address Contact Address Owner Primary address. Name of the person who created or last updated the contact record. Default values are None. Moderate and Conservative. Income/Growth. the owner can update record details. Route 3 and Route 4. Aggressive Growth and International Diversification. Moderate. For instructions. Default values are Early afternoon. Alias of the record owner. Route 2. Default values are Conservative. access levels can be adjusted to restrict or expand a user's access. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). Evening. followed by the date and time of the update. Default values are White Collar. Specific to Siebel CRM On Demand Life Science Edition. Default values are Capital Preservation. Limit of 2. Mass Retail. Balanced. Aggressive. Specific to Siebel CRM On Demand Financial Services Edition. Additional information about the contact. Read-only.000 characters. Indicates the best time of day to reach a contact. Income. Good and Extensive.Contacts Field Route Last Call Date Best Time to Call Description Default values are Route 1. However. Pentamillionaires and Ultra High Net Worth. contact records can be shared with other users through the Contact Team or Account Team pages. High Net Worth. Growth. Alternate address of the contact. Specific to Siebel CRM On Demand Financial Services Edition. Mid-morning and Saturday. Early morning. Modified By Description Available Section Current Investment Mix Objective Default values are Aggressive.

Widowed and Widower. Top. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition. Life Event Investment Horizon Tier Total Liabilities Total Net Worth Total Income Total Assets Total Expenses Credit Score Marital Status Own or Rent Home Value Date of Birth Tax Bracket Customer ID Gender Self-Employed CRM On Demand Online Help Release 15 155 . Specific to Siebel CRM On Demand Financial Services Edition. Estate planning. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition. Medium and Low. Default values are Short term. Accumulating wealth. Specific to Siebel CRM On Demand Financial Services Edition. Default values are Gold. Default values are F and M. Birth of Child. Separated. Specific to Siebel CRM On Demand Financial Services Edition. New Home. Preserving my assets and Retirement. Medium term and Long term. Specific to Siebel CRM On Demand Financial Services Edition. Default values are Own or Rent. Default values are Marriage. Bronze. Partner. Silver. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition.Contact Fields Field Primary Goal Description Default values are Saving for child's education. Married. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition. Divorce and Other. Specific to Siebel CRM On Demand Financial Services Edition. Saving for College. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition. Retirement. Specific to Siebel CRM On Demand Financial Services Edition. Top 100. Divorced. Specific to Siebel CRM On Demand Financial Services Edition. Default values are Single.

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If your company bases its forecasts on opportunities. select the Forecast checkbox on an opportunity record to add the opportunity to your forecast at the appropriate time in the sales process.C H A P T E R 7 7 Opportunities Use the Opportunity pages to create. might be included in revenue forecasting. CRM On Demand Online Help Release 15 157 . at some point. Opportunities are potential sales deals that. select the Forecast checkbox on your linked products instead. update and track opportunities. Opportunity records help you to manage your sales pipeline as you work to close deals. This information gives you a complete picture of your opportunity and your customer. contact and account information. You can create an opportunity by converting a qualified lead to an opportunity or you can create a new opportunity for an existing account or contact. Close Date and Sales Stage fields are critical for tracking pipeline history and are used for trend analyses. If your company bases its forecasts on products. It is particularly important to keep certain fields on the Opportunity Detail page up to date: The Revenue. Tips for Managing Your Opportunity Records Updating your opportunity information as you work to close a deal facilitates clear team communication and ensures accurate forecasts and reports. All of your opportunity information is visible in one place and is linked to related lead. About Opportunities and Forecasts An opportunity is a potential revenue-generating transaction that is included in your sales forecast when it reaches a specific point in your sales process.

NOTE: For products. You can change this value. 2 Expected Revenue. when the Sales Stage changes. Forecasting When the application generates forecasts. you evaluate it against clearly defined criteria for each stage in your company's sales cycle.Opportunities Sales Stages Every sales process is defined by specific stages. to better reflect your particular opportunity while it is in that Sales Stage. an opportunity with a close date of March 1 is in the Q1 forecast. the value in the Probability field defaults again to the value related to the new Sales Stage. As criteria are met. 158 CRM On Demand Online Help Release 15 . If certain conditions are met. not the total product revenue. The Expected Revenue field displays a currency value that is calculated based on the Revenue field multiplied by the value in the Probability percentage field. Each sales stage has certain activities and deliverables. The Probability percentage field on the opportunity record defaults to a value related to the selected Sales Stage for the opportunity. This figure is used for forecasting. The application verifies that the Close Date for the opportunity record falls within this quarter. only the revenue amount that pertains to that time period is included. Pipeline. Calculates the total for the Revenue fields in either the opportunity or product revenue records and displays the sum in the Pipeline field in the Forecast record. The application calculates the Expected Revenue and Pipeline forecast data. However. update the Sales Stage field in your opportunity record. it includes these records in the forecasts: 1 Close Date. NOTE: For the Expected Revenue to accurately reflect expected revenue based on opportunity products. Calculates the total for the Expected Revenue fields in either the opportunity or product revenue records and displays the sum in the Expected Revenue field in the Forecast record. if needed. the opportunity record (either alone or linked to products) must show a close date that falls within the quarter. This functionality is only available if the Product Probability Averaging Enabled option is enabled on the company profile. Whether forecasts are based on product revenue or opportunity revenue. For example. As you work on an opportunity. fields and data are to included according to your forecasting method. the user must click the Update Opportunity Totals button. Update the Next Step field to reflect the criteria for the next stage in the sales cycle. it determines which records. or tasks that must be completed before the opportunity is advanced to the next sales stage.

Filtered lists are subsets or groups of opportunities that allow you to limit the number of opportunities to work with at a time. If your user role includes the Personalise Homepages privilege. If your company bases its forecasts on products. The application ignores the values in records for which the Forecast checkbox is not selected. This page contains several sections and displays opportunity information that is relevant to you. If your company bases its forecasts on products. records for which the Forecast checkbox is selected on the Product Revenue Edit page are included. Then. You and your managers can create additional lists based on different criteria. The first 10 filtered lists. These custom lists appear above the standard set of lists.Opportunity Homepage 3 Forecast. records for which the Forecast checkbox is selected on the Opportunity Edit page are included. The application comes with a set of standard lists. click any list. All standard lists are public and can be viewed by everyone. Opportunity Homepage The Opportunity Homepage is the starting point for managing opportunities. For opportunity records with a Sales Stage of Closed-Won. records for which the Forecast checkbox is selected on the Product Revenue Edit page are included. not the total product revenue. The application ignores the values in records for which the Forecast checkbox is not selected. on the Opportunity List page. CRM On Demand Online Help Release 15 159 . only the revenue amount that pertains to that time period is included in the Closed Revenue field. 4 Closed Revenue. click the drop-down list to see all the available lists and make your selection. NOTE: For products. records for which the Forecast checkbox is selected on the Opportunity Edit page are included. the application retrieves the Revenue field data from these records and displays the total in the Closed Revenue field of the Forecast record: If your company bases its forecasts on opportunities. The application retrieves the Revenue field data from records for which the Forecast checkbox is selected and displays the sum in the Forecast field in the Forecast record: If your company bases its forecasts on opportunities. The following are some of the sections that can be displayed on your Opportunity Homepage: Opportunity Lists Section The Opportunity Lists section shows the following information: Opportunity Lists. you can add sections to the page and remove sections from the page. If a previously created list does not appear on the Campaigns Homepage.

Tasks with an associated opportunity. edit or delete an existing list. see Tracking Partners and Competitors of Opportunities (on page 162). Manage Lists. My Open Opportunity Related Tasks Section The My Open Opportunity Related Tasks section shows the following information: Opportunity-Related Tasks. or view. therefore you cannot edit or delete them. sorted by the modified date Forecast checkbox is selected All opportunities with your name in the Owner field All opportunities that you own with Priority = High For information on creating these lists. NOTE: If you create a task in this section without a linked opportunity. List of your most recently viewed opportunities. These lists are view-only.000 All opportunities to which you have visibility All opportunities to which you have visibility. Due Date. 160 CRM On Demand Online Help Release 15 . Show Full List. This link takes you to the page where you can review all available filtered lists. sorted by the created date All opportunities to which you have visibility. Date task is due as set by you or your manager.Opportunities The following table describes the standard lists. My Recently Viewed Opportunities Section The My Recently Viewed Opportunities section shows the following information: My Recently Viewed Opportunities list. Link for expanding the filtered opportunity list. create a new list. the task does not appear in this section. Opportunity List All Closed Opportunities All Large Opportunities All Opportunities All Recently Created Opportunities All Recently Modified Opportunities My Forecasted Opportunities My Opportunities My Top Opportunities Filters Sales Stage = Closed/Won Revenue greater than 100. The Manage Lists page also includes the standard lists delivered with CRM On Demand.

use the directional arrows to add or remove sections and to organise the sections on the page. you can place your pointer on the chart to see specific information. click the Edit Layout link. Subject. An upward pointing red arrow indicates high priority. Show Full List. Title of task. a downward pointing green arrow indicates low priority and no arrow indicates medium priority. For example. Steps for Opportunities Click a topic to see step-by-step procedures for performing the following: CRM On Demand Online Help Release 15 161 . In this section. Priority for tasks as set by you or your manager. Opportunity associated with the task. In the standard application.Steps for Opportunities Arrow symbol. On the Opportunity Homepage Layout page. you can generate an analysis that shows the number of Opportunities by Region. Click the link to review the task. Opportunity. Pipeline Analysis for Current Quarter Chart Section Your company administrator can change the analysis shown in this section. Click Save. you can add some or all of the following sections to your Opportunity Homepage: My Recently Created Opportunities My Recently Modified Opportunities Recently Created Opportunity Recently Modified Opportunity My Current Opportunity Related Tasks Opportunity Tasks To add sections to your Opportunity Homepage 1 2 3 On the Opportunity Homepage. click a segment to review a detailed report or change the categories in the drop-down lists to view different opportunity and revenue analysis reports. which can help to identify opportunities and challenges. Link for expanding the list of opportunity activities. the Pipeline Analysis section shows a quarterly analysis of the pipeline in chart format. Other Sections If your user role includes the Personalise Homepages privilege.

To track partner and competitor information of opportunities 1 Select the opportunity. When creating that record. such as its strengths and weaknesses. Also.) Then add information to the Opportunity Partner or Competitor Edit page about the partner or competitor. fields and options in drop-down lists. see Working with Records (on page 14). Create an account record for each partner or competitor you want to link to your opportunity. Therefore. Before you begin. Tracking Partners and Competitors of Opportunities Siebel CRM On Demand provides areas in the application where you can track information on partners or competitors of your opportunities. first link the account acting as your partner or competitor to the opportunity record. To do so.Opportunities Creating Records (on page 14) Updating Record Details (on page 31) Sharing Records (Teams) (on page 52) Linking Records to Your Selected Record (on page 32) Working with Lists (on page 39) Tracking Partners and Competitors of Opportunities (on page 162) Accessing the Sales Process Coach (on page 163) Linking Products to Opportunities (on page 164) (allows tracking of product revenue) Viewing Audit Trails for Opportunities (on page 169) For additional procedures that are common to all records. For instructions on adding records. For example. NOTE: Company administrators can customise your application in a variety of ways. see Finding Records (on page 17). select Partner or Competitor as the Account Type. such as changing names for record types. you may not be able to perform all procedures described in the preceding list. see Creating Accounts (on page 123). For instructions on selecting opportunities. depending on your access level. you might want to track the companies (accounts) with which you do business for Opportunity XYZ or the companies (accounts) against which you compete for Opportunity XYZ. (You can link as many partner or competitor accounts as you want. 162 CRM On Demand Online Help Release 15 . the information that you see on-screen might differ from the standard information described in the online help.

3 On the Opportunity Competitor or Partner Edit page. according to the company's business practices. if some sales representatives sell products while others sell services. Partner. as a result. your company may need to collect specific information. You could use this field to record the expiry date of a partnership. and select the account whose relationship and information you want to track as your competitor for this opportunity. To update information. Vendor and Reseller. The following table describes some field information for tracking partner or competitor information. click Add.Steps for Opportunities 2 On the Opportunity Detail page. System Integrator. To guide you in completing the information. Default values are Customer. require that you fill in specific information and add information for you to review at each phase of the sales process. Competitor Is a Start Date Default is today's date. see different options for sales stages and different guidelines in the sales process coach. Your company administrator can change or add values to the drop-down list. select the option that defines the reverse relationship or role. Accessing the Sales Process Coach At each sales stage of an opportunity. scroll down to the Competitor or Partner section and perform one of the following: To link an account. Select an option that defines the relationship between your opportunity and this account. your company administrator can set up follow-up tasks. Field Comments Partner Click the Lookup icon. You could use this field to record the start date of a partnership. enter the required information. they might be linked to different roles and. click the Edit link next to the existing partner or competitor. Click the Lookup icon. In the second line. End Date 4 Save the record. Note: Your company can set up different sales processes (stages. CRM On Demand Online Help Release 15 163 . probabilities and coaching information) for different roles and different opportunity types. and select the account whose relationship and information you want to track as your partner with this opportunity. For example.

click View in the row of any attachment for further information. the application prompts you to fill in required fields. Companies can forecast revenue on opportunity or product revenue. For instructions on selecting opportunities. For the Update Opportunity Totals button to work correctly. click the Coach button. click Edit and revise the record information to meet the coach instructions. Categories and Coaches 636 Linking Products to Opportunities You can link products to opportunities to: Track which products belong to the opportunity Calculate opportunity revenue based on product revenue Base your company's forecasts on product revenue Before you begin. see Finding Records (on page 17). NOTE: In the Useful Resources section. Also. This functionality is only available if the Product Probability Averaging Enabled option is enabled on the company profile. Related Topics Setting Up Sales Processes. Click Close in the Process Coach window. some fields might default to certain values. and update the opportunity record accordingly.Opportunities To access the coach information relating to the sales stages 1 Select the opportunity. When you update the Sales Stage field. the Quantity and Revenue fields must be present on the Product Revenue Edit 164 CRM On Demand Online Help Release 15 . Save the opportunity record. NOTE: The Update Opportunity Totals button is used to calculate opportunity revenue based on product revenue. but not on both. but you can update these. 4 5 6 7 To update the opportunity. Your company needs to inform you of the forecasting method it wants to use. If your company administrator has set it up. Review the Process Coach page for information that your company administrator set up. TIP: You can print the information by right-clicking on the Process Coach page. 2 3 On the Opportunity Detail page. The company forecasting method determines which fields you need to select when linking products to your opportunities. some tasks are added to this opportunity and this opportunity's linked account when you save the record.

To link products to opportunities 1 Select the opportunity. For instructions on selecting opportunities. select the Forecast checkbox on the Product Revenue Edit page. Your company administrator can customise your page layout to make these fields available. To calculate opportunity revenue based on product revenue 1 Select the opportunity. To update product information. For instructions on selecting opportunities. click Add. If your company forecasts revenue based on product revenue. c d NOTE: If your company forecasts revenue based on opportunity revenue. 4 Save the record.Steps for Opportunities page. If your company bases its forecasts on product revenue. perform the following: Clear the Forecast checkbox. not on the Opportunity Edit page. 3 On the Product Revenue Edit page. complete the Product Revenue Fields. Enter the date on which the first revenue should be recognised. select the Forecast checkbox. see Finding Records (on page 17). enter details about how often and when the revenue should be recognised. click the Edit link next to the existing product. it is best to leave the Forecast checkbox blank on the Product Revenue page. 2 On the Opportunity Detail page. In the Recurring Revenue section of the Product Detail page. 2 On the Opportunity Detail page. scroll down to the Products section and perform one of the following: To link a product. If you entered opportunity revenue and are now switching to forecasting based on product revenue. Your product revenue is added to the opportunity revenue when you click Update Opportunity Totals. not product revenue. Clear the Revenue field. you probably want to clear CRM On Demand Online Help Release 15 165 . see Finding Records (on page 17). a b Fill in the quantity and price information.

it does not show strictly product revenue. Selecting the Forecast checkbox indicates that you want this record information to contribute to your company's forecasts. This totals the product revenue for each linked product and displays it in the Revenue and Expected Revenue fields for the Opportunity. see Updating Record Details (on page 31). 3 4 Save the record. click Add. create another opportunity for that product to prevent its revenue from being included in the forecast. On the Opportunity Detail page. click the Update Opportunity Totals in the Products section. To base your company's forecasts on product revenue linked to opportunities 1 2 Follow Step 1 through Step 5 of the "To calculate opportunity revenue based on product revenue" procedure. (Optional) On the Opportunity Detail page. NOTE: If a product is not sold. Otherwise. complete the Product Revenue Fields and select the Forecast checkbox. if it is the only product. 5 6 7 On the Product Revenue Edit page. NOTE: For information about editing fields inline on the Opportunity Detail page. the product revenue is added to the opportunity revenue. complete the Product Revenue Fields. clear the Forecast checkbox. click the Update Opportunity Totals in the Products section.Opportunities the revenue fields in the Opportunity record. 166 CRM On Demand Online Help Release 15 . On the Opportunity Detail page. If you had revenue in the opportunity record. either remove the product from this opportunity or. Save the record. To update product information. If one of several products linked to this opportunity is on hold. On the Product Revenue Edit page. This prevents the revenue from being added to your company's forecasts. scroll down to the Products section and perform one of the following: To link a product. click the Edit link next to the existing product. 3 4 Save the record.

Type. Category carried over with the product definition. If the Forecast checkbox is selected. this revenue amount contributes to your company's forecast totals. Your administrator can add.Steps for Opportunities Product Revenue Fields The following table describes field information for product revenue. Quantity multiplied by Purchase Price. Limit of 2. enter the quantity of the product for each recurring period. Status carried over with the product definition. For a recurring product. so the fields that you see might differ from those in this table. Type carried over with the product definition. Status and Description. Product price. When you link a product to this opportunity. For example. Read-only. the information that you enter for product revenue can affect its calculations. Read-only. these fields are copied from the product definition: Product Category. Field Description Key Product Information Product Name Only products marked Orderable by your company administrator can be selected. Part #. Quantity Purchase Price Revenue Product Category Part # Type Status Description CRM On Demand Online Help Release 15 167 . if you send 10 printer cartridges each month. CAUTION: If your company bases its forecasts on products. The revenue cannot be overwritten. relabel or delete fields. Read-only. enter 10 here. Read-only. Additional information about the product. Number carried over with the product definition.000 characters. Number of units the customer orders.

Person assigned to this opportunity. you will be sending £500 worth of paper at the end of each month until the end of the year. The initial value in this field is carried over from the Sales Stage of the opportunity. Number of periods for a recurring product. However. 168 CRM On Demand Online Help Release 15 . the owner can update record details. to better reflect your particular product. opportunity records can be shared with other users through Opportunity Team or Account Team pages. the start date. see Sharing Records (Teams) (on page 52). Account linked to this opportunity.Opportunities Field Description Recurring Revenue Information Start/Close Date For an opportunity. Sales Information Sales Stage Probability Sales Stage carried over from the opportunity. Expected Revenue Account Owner A currency value that is calculated based on the Revenue field multiplied by the value in the Probability percentage field. You can change the value. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). Probability of a successful outcome for the product sale. Bi-weekly means twice a week. if needed. For a recurring product. the expected close date. NOTE: When the Sales Stage changes. add a second product record with the following values: Revenue = £500 Quantity = 1 Frequency = Monthly #of Periods = 7 (June to December). add one record for the full recurring price and another record for the pro rata order. transfer the record to another owner or delete the record. Each record has only one owner. add a product record with the following values: Revenue = £250 Quantity = 1 For the recurring order. For a recurring product with a close date that ends on the last day of the month and a start date of mid-month. However. Frequency # of Periods Frequency for a recurring product. Generally. the value in the Probability field on the opportunity record defaults again to the value related to the new Sales Stage. For instructions. After that. but the value in the Probability field on the product is not overwritten. For the mid-month order. For example: You start supplying paper to a company on May 15th. access levels can be adjusted to restrict or expand a user's access. Read-only.

For more information on updating records. who made the update. 2 On the Opportunity Detail page. To add it to the Opportunity Detail page. You can view the audit trail that tracks the changes made to the audited fields. see Finding Records (on page 17). update or delete. see Updating Record Details (on page 31). and the new and old values in the field. You can also select an opportunity to review. the following fields are audited for opportunities. Viewing Audit Trails for Opportunities Your company administrator determines which opportunity fields (if any) are audited. From the Opportunity List page. CRM On Demand Online Help Release 15 169 . you can review multiple opportunities at a glance. the opportunity audit trail is not displayed. Then you must click the Edit Layout link on the Opportunity Detail page and add the Audit Trail as a Related Information section (see Changing Your Detail Page Layout (on page 303)).Opportunity List Page Field Forecast Description Indicator to include this product in forecasting totals. For instructions on selecting opportunities. scroll down to the Audit Trail-related information. By default. You can edit fields inline on the Opportunity List page. your company administrator must grant read-only access to the related information for opportunities for your role. Each row shows the date that the record is updated. To view the audit trail for an opportunity 1 Select the opportunity. but your company administrator can customise this list: Revenue Close Date Forecast Sales Stage Probability Owner Before you begin. In the standard application. Opportunity List Page The Opportunity List page shows the subset or list of opportunities that you selected in the Opportunity Homepage.

click New Opportunity. you can also switch to another opportunity list. click Menu and select Export List. click 0-9. and from the Opportunity Details page. some of these features are not available. In the Number of records displayed list at the bottom of the page. Complete the steps described in Assigning Records to Books (on page 619). To perform this Add opportunities to books or remove opportunities from books Complete the following steps On the Opportunity List title bar. On the Opportunity List title bar. specify how many records you want to see at one time. On the Opportunity Edit page. see the table in Opportunity Homepage (on page 159). On the Opportunity List title bar. click Menu and select Manage Lists. Complete the steps described in Creating and Refining Lists (on page 44). Then click on a letter in the alphabet bar. click Delete. The following table describes what you can do from the Opportunity List Page. Click the Opportunity Name column header to sort the data. Click the Opportunity Name link. click menu and select Create New List. Complete the steps for your required task described in Manage Lists Page (on page 48). For opportunities beginning with numbers. For a description of the standard lists. On the Opportunity List title bar. Click the Previous or Next links. Complete the steps described in Deleting and Restoring Records (on page 63). The drop-down list contains both standard lists distributed with the application and custom lists for your company. NOTE: If you access the Opportunity List page through the Account Detail page. click Menu and select Refine List. On the Opportunity List title bar. Create a new list of opportunities Create an opportunity Delete all records from the list Delete an opportunity Export the list Find an opportunity Manage all the opportunity lists Page through the list Refine the search criteria for the list Show more/fewer records 170 CRM On Demand Online Help Release 15 .Opportunities Using the drop-down menu. click Menu and select Batch Delete. Complete the steps described in Creating and Refining Lists (on page 44). On the Opportunity List title bar. click Menu and select Batch Assign book. enter the required information and save the record. On the Opportunity List title bar. Complete the steps described in Exporting Records in Lists (on page 50).

click Menu and select Show List Filter. Complete the steps described in Updating Groups of Records (on page 53). The Opportunity Edit page shows the complete set of fields for an opportunity. CRM On Demand Online Help Release 15 171 . For more information on updating records. see Updating Record Details (on page 31).Opportunity Detail Page To perform this Show the key information and filter information for the list Update a group of opportunity records in one go Update an opportunity Complete the following steps On the Opportunity List title bar. TIP: You can also edit opportunity information on the Opportunity List page and the Opportunity Detail page. View a subset of opportunities View all opportunities Opportunity Detail Page Click a topic to see instructions for performing the following from the Opportunity Detail page: Updating Record Details (on page 31) Tracking Partners and Competitors of Opportunities (on page 162) Accessing the Sales Process Coach (on page 163) Linking Products to Opportunities (on page 164) Linking Records to Your Selected Record (on page 32) Sharing Records (Teams) (on page 52) Changing Your Detail Page Layout (on page 303) Opportunity Fields Use the Opportunity Edit page to add an opportunity or update details for an existing opportunity. Click the All link in the alphabet bar. See View List Page (on page 49) for an explanation of the information. On the Opportunity List title bar. click the drop-down list and change the selection. Edit fields inline on the Opportunity List page or select the service request to open the Details page. On the Opportunity List title bar. see Updating Record Details (on page 31). For more information on updating records. click Menu and select Mass Update.

The value defaults to Created date. such as Qualified Lead. You can change the value. Priority level for this opportunity. Expected date for opportunity to close. List Rented. Medium or Low. to better reflect your particular opportunity while it is in that Sales Stage. Event .External. Source Campaign Probability % 172 CRM On Demand Online Help Release 15 . The following table provides additional information regarding some fields. Next action that needs to be accomplished for this opportunity. List . The campaign that generated the opportunity. when the Sales Stage changes.Seminar. Selected. Building Vision. Event . Affects forecasting. such as Pending. such as changing names for record types. such as Advertisement. Direct Mail. Forecast Sales Detail Information Status Priority Lead Source Status of opportunity. if other criteria are met. Amount of opportunity.Other. Therefore. Short List. Field Description Key Opportunity Information Opportunity Name Account Sales Stage Next Step Revenue Close Date Name for this opportunity. Event .Trade Show. Account linked to this opportunity. fields and options in drop-down lists.Opportunities NOTE: Company administrators can customise your application in a variety of ways.Employee. This field is automatically populated during the lead conversion process or specified by the user when a new opportunity is created. The Probability percentage field defaults to a value related to the selected Sales Stage. Indication to include this opportunity in the forecasting calculation. Referral . such as High. if needed. This date is used in revenue forecasting. Referral . Email. Percentage that reflects the confidence you have that the deal will close with the specified revenue on the specified close date. Lost or Won. Negotiation. so it is important to change the default to the expected close date. the information that you see on-screen might differ from the standard information described in this table. the value in the Probability field defaults again to the value related to the new Sales Stage. However. Closed/Won or Closed/Lost. CAUTION: Information you enter for opportunities can affect the revenue forecasts for your company.Purchased. Category of the primary source. Web Site or Other. Stages in the sales process. Partner.

Each record has only one owner. include the product interest (500 parts) and the account (Acme Ltd. Lost to No Decision or Other. Relationship. No Budget. Person assigned to this opportunity. However. Not Qualified. Description Additional information about the opportunity. see Sharing Records (Teams) (on page 52). Reassign Opportunity Indicates that the opportunity should be reassigned. CRM On Demand Online Help Release 15 173 . the number of records to be reassigned and the current system load.000 characters. and the number of accounts and contacts associated with the record. Lost to Competition. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). No Current Project. In the case of opportunities. Generally.Opportunity Fields Field Expected Revenue Description A currency value that is calculated based on the Revenue field multiplied by the value in the Probability percentage field. the owner can update record details. Track Record. Reason for opportunity being won or lost. Reason Won/Lost Additional Information Modified By Owner Name of the person who created or last updated the opportunity record followed by the date and time of the update.) in the opportunity description. transfer the record to another owner or delete the record. NOTE: The processing time for reassigning records can vary depending on the complexity of your company's assignment rules. A lower percentage in the Probability field reduces the expected value that is included in your revenue forecast. Limit of 2. For instructions. such as Installed Base. If your company administrator has set up opportunity assignment rules. opportunity records can be shared with other users through Opportunity Team or Account Team pages. the processing time is also affected by the number of opportunity team members. Price. However. The owner name changes when the record is reassigned. selecting this field triggers assignment manager to process the opportunity again and assign it according to the rules. access levels can be adjusted to restrict or expand a user's access. For example.

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preventing anyone from editing it. forecast and closed revenue against quota information. Instead.m. they decide when to include a record in their forecasts. and sometimes inaccurate. you can review the forecast to analyse the recently calculated pipeline. After receiving this alert. A forecast is a saved snapshot of revenues over time. Individual sales representatives do not have to compile statistics. At 1. About Forecasts A forecast is a snapshot of revenues over time. adjust and submit forecasts.C H A P T E R 8 8 Forecasts Use the Forecast pages to review. on the specified day (hosting facility time zone). The remainder of the process is automatic. the current forecast is automatically archived. CRM On Demand Online Help Release 15 175 . An hour before the next scheduled forecast generation. you can view saved forecasts to examine the history of opportunities on which the team is currently working. In addition.00 a. the system automatically generates the forecast and displays an alert that appears on My Homepage. Forecasts in Siebel CRM On Demand automate a process that is often manual. Your company can base its forecasts on only one of the following: Opportunity revenue Product revenue linked to opportunities Account revenue Contact revenue The forecast snapshots save the forecasted opportunity or product information and the adjusted forecast totals so that you and your managers can review and evaluate forecast trends. Your company sets up forecasts to be run on a weekly or monthly basis. Forecasts help companies to develop sales strategies and identify future business needs by giving managers accurate and up-to-date information about expected sales and quarterly progress toward sales targets. Siebel CRM On Demand calculates forecasts over quarters and breaks down that information by month.

Forecasts When calculating forecasts. This page lists forecast summary information relevant to you. fields and options in drop-down lists. closed revenue is recognised in the period between the Start and Close date. Number of records displayed. Therefore. Forecast Homepage The Forecast Homepage is the starting point for managing forecasts. Forecast revenue equals the total revenue for all records that have the Forecast checkbox selected. For product. such as changing names for record types. Locate specific forecasts by clicking the alphanumeric links. see Working with Records (on page 14). NOTE: Company administrators can customise your application in a variety of ways. All and Alphanumeric Links. 176 CRM On Demand Online Help Release 15 . the information that you see on-screen might differ from the standard information described in the online help. Adjust the value in this field to show a greater or lesser number of records in the summary list. Closed revenue equals the total revenue for all opportunities with a sales stage value of Closed-Won. Siebel CRM On Demand retrieves records that meet a series of conditions. Click the All link to show the entire list of forecasts. regardless of the setting of the Forecast checkbox on the individual records. account and contact revenue forecasts. Steps for Forecasts Click a topic to see step-by-step procedures for performing the following: Reviewing Forecasts (on page 177) Refreshing Forecasts (on page 178) Submitting Forecasts (on page 180) Unsubmitting Forecasts (on page 180) Managing Quotas (on page 181) Managing Your Team’s Forecasts (see "Managing Your Team's Forecasts" on page 182) For additional procedures that are common to all records. The Forecast Homepage lists your forecasts according to the date on which they were created and gives a summary of key information: Pipeline revenue is the combined revenue from all your records.

By default. Best Case. if specified. You can also edit forecasts in the selected currency if you are managing opportunities in multiple economic zones. Forecast amount. If you are a manager. It also shows the Account Name. click the Show Full List link under the Team's Summary by Month section. you can sort the information by Owner Alias (team member). Closed Revenue amount and Last Updated. My Opportunities or My Revenues. CRM On Demand Online Help Release 15 177 . Quota Percent. Viewing and Editing Forecasts Using a Different Currency The View in currency conversion feature allows you to specify the currency in which your forecast should be displayed. Pipeline and Expected Revenue. You receive an alert on My Homepage each time a new forecast is generated. Forecast amount. This section lists current opportunities and indicates whether the opportunity is forecasted. The Forecast Homepage shows forecast summary information that includes Status. After you receive the notification. You can sort the summary list by month. according to your company's business process. click the Forecast Date link for the forecast that you want to review. The Forecast Summary list provides information on Quota. To view the entire list of records. Closed Revenue. the forecast will be displayed in your native currency (the default currency selected on your user profile). On the Forecast Detail page. This section shows a list of forecasts for each team member. This section summarises forecasts by month. To review forecasts 1 Click the Forecasts tab. Date. review the information in the following sections: Forecast Summary. 2 3 In the Forecast Homepage section. If your company bases its forecasts on product revenue. you may not be able to perform all procedures described in the preceding list. product names appear in this section as well. you should review the forecast. Team's Summary by Month. depending on your access level. NOTE: The Forecast Detail page only shows five of your team's records.Steps for Forecasts Also. You can sort the forecast summary by status and forecast date. the Revenue and the Sales Stage. Pipeline and Closed Revenue. for each opportunity. Reviewing Forecasts Forecasts are generated automatically either weekly or monthly.

you submit the forecast so that Siebel CRM On Demand recalculates and updates all forecasting totals. After you make the adjustments. Probability. active forecast record and then click the Forecast Date link to view the Forecast Details page for the time period that you want to update. The View in currency value defaults to your company's default currency. All of your company's active currencies are available for selection. 2 In the Forecast Homepage section. Sales Stage. Forecast or Status fields can affect your forecast. the forecast values are converted from the stored Forecast Currency (corporate currency) to the selected View in currency using the valid exchange rates for the Forecast Date. You can adjust forecasts that have not been submitted. To update record values and refresh forecast amounts 1 Click the Forecasts tab. the forecast is displayed in your company's corporate currency instead. it is converted to. and an advisory message is displayed. When the edited forecast is saved. If you drill into a forecast record. then the user can enter forecast values in EUR. as described in this section. select the unsubmitted. The Forecast Homepage shows the forecast for each month in the current quarter. When you select a View in currency. Close Date. click the Forecast Date link for the forecast that you want to review. and then recalculate the forecast totals.Forecasts If the forecast is edited while being viewed in EUR. it is better to update the record values that contribute to the forecast amounts. Refreshing Forecasts You can refresh some values for an unsubmitted forecast if an opportunity or product value changes. However. rather than changing the forecast totals. Updates to the Revenue. select the currency from the View in drop-down list in the Forecast Summary title bar. or select a View-in currency that does not have a valid exchange rate defined for the forecast date. To view a forecast using a different currency 1 2 3 Click the Forecasts tab. On the Forecast Detail page. and saved in the corporate currency. From the Forecast Homepage. 178 CRM On Demand Online Help Release 15 .

Click Refresh Totals and then click Save.Steps for Forecasts 3 4 5 6 7 In the My Opportunities or My Revenues section on the Forecast Detail page. update the appropriate values for the opportunity or product and save the record. On the Forecast Edit page. change the values in the Forecast and Best Case fields. CRM On Demand Online Help Release 15 179 . After updating your records. click Rollup. On the Forecast Detail page. click the Forecast Date link for the forecast record that you want to adjust. if necessary: Forecast Best Case To adjust a Forecast Summary manually 1 2 3 4 5 Click the Forecasts tab. click the Opportunity Name or Product link for the record that you want to modify. On the Detail page. click Edit. Adjusting a Forecast Summary Sales representatives and managers can make high-level adjustments by month to the forecast summary to ensure that the automatically generated forecast reflects values based on professional judgement. In the Forecast Homepage section. This updates (recalculates) the Total fields based on your opportunity updates. click Edit. On the Edit page. you might still want to adjust your forecast summary to reflect your sales expectations more accurately. You can adjust the following forecast summary fields manually. In the Forecast Summary section. Navigate back to the Forecast Detail page and then click the Refresh link in the record row.

submit the forecast. On the Forecast Detail page. your manager or administrator must first unlock (unsubmit) the record. click the Forecast Date column header to sort the records by date. all of the manager’s direct reports must submit their forecasts first. a manager or administrator must first unlock (unsubmit) the record.Forecasts Viewing Forecast History You can view a history of forecasts to determine trends over time. Submitted forecasts cannot be edited. To view your forecast history 1 2 3 Click the Forecast tab. pipeline and closed revenue. Related Topics Unsubmitting Forecasts 180 Unsubmitting Forecasts Before the forecast owner can adjust a submitted forecast. see Unsubmitting Forecasts (on page 180). In the Forecast Homepage section. To submit your forecast 1 2 3 Click the Forecasts tab. Review the trends over time for forecasts. For more information. 180 CRM On Demand Online Help Release 15 . If you need to adjust a submitted forecast. Before a manager can submit a forecast. click the Forecast Date link for the forecast record that you want to submit. In the Forecast Homepage section. Submitting Forecasts When the forecast reflects the amounts that you want to include in your company’s forecasts. click Submit Forecast in the Forecast Summary title bar.

4 On the Personal Detail page. scroll down to the Quotas section and then click New Quota. From the Personal Profile page. If you do not want a quota to be included in your forecast. Related Topics Submitting Forecasts 180 Managing Quotas If your administrator is not responsible for setting your quotas. My Profile allows you to define quotas and sharing groups. From the Personal Homepage page. After a quota is created. click the Del link in the row of the quota record that you want to delete. click the My Profile link in the Personal Information section. click the Forecast Date link for the forecast record that you want to unlock. set the Status field to Inactive until you are ready to track the quota. This allows you to compare and adjust your quotas against forecasts. On the Forecast Detail page. click the Edit link in the row of the quota record that you want to edit. If you want to modify a listed quota. To manage your quota 1 2 3 From any page. You also can review your quota target history for every period. language and time zone. the monthly quota values are automatically reflected in the forecast after the forecast is generated. you can create and update quotas for periods throughout the year using the Edit Quota page. Existing quotas appear in the Quotas list and can be sorted by year. In the Forecast Homepage section.Steps for Forecasts To unsubmit a forecast 1 2 3 Click the Forecasts tab. To remove a quota from the list. name and status. in each year. click the Personal Profile link in the Personal Profile section. as well as change your currency. click the My Setup link in the top right corner. All active quotas are added together for the month and the totals are displayed in the forecast. click Unsubmit Forecast. CRM On Demand Online Help Release 15 181 . This action unlocks the forecast. allowing direct reports to update and adjust their forecasts and then resubmit the forecasts.

To spread a total quota amount evenly across months of the year 1 2 3 On the Personal Detail page. see Setting Up Users (on page 601). In one of the month fields. The quota appears in the Quotas list. The total amount is spread equally across the 12 months of the year and the apportioned amount appears in the fields associated with each month. 5 Save the quota. Managing Your Team's Forecasts If you are a manager. (The monthly quota fields start with the first month of your company's fiscal year. Click the Del link in the row to remove the quota. 182 CRM On Demand Online Help Release 15 . Make sure that the Status is Active. This role hierarchy is set up in User Administration. scroll down to the Quotas section and then click New Quota. you can: Review and adjust forecasts for your team View all opportunities owned by your team Unsubmit a forecast so that a team member can adjust it Your team consists of all employees associated with roles that report to you. For more information. enter the total quota amount for the year and then click Sum. 4 Click Spread. ensuring that the quota Status is Active. Enter a name for the quota.) Save the quota. 6 7 Enter quota information for each month. On the Edit Quota page. The amount appears in the Total Quota field.Forecasts 5 On the Edit Quota page. Click the Edit link in the record row to modify the quota. complete the required fields for the new quota: a b c Select the fiscal year. enter the required information.

3 On the Forecast Detail page. click Refresh. click the Forecast Date link in the forecast record. From this page. click the Show Full List link. The page shows the forecast summary. The following table describes what you can do from the Forecast Details page. you cannot edit them. click View in and select the currency. click Edit. click the Owner Alias link of the team member whose forecast you want to view. the totals for each team member by month. In the Forecast Summary title bar. The team member's Forecast Detail page appears. you can review the team member's forecast totals and all of the individual's forecasted opportunities. To perform this Show all opportunity records Show all your team's records Submit a forecast Update a forecast record Update an opportunity Complete the following steps Click the Show Full List link under the My Opportunities section. The Forecast Detail page shows a summary of your team's totals. and the date that the forecast was last updated. In the My Opportunities section on the Forecast Detail page. click the Opportunity Name link. This opens the Forecast Edit page. TIP: If you want to display the forecast summaries of all your team members. In the Forecast Summary section.Forecast Details Page To review forecasts and opportunities for your team 1 2 Click the Forecasts tab. which lists forecasts by month and the individual's opportunities. In the Forecast Summary title bar. In the Forecast Homepage section. Click the Show Full List link under the Team's Summary by Month section. click Submit Forecast. Managers and administrators can also see their team's summary by month. Forecast Details Page The Forecast Details page displays forecast information for the individual submitting it. To modify opportunity details. but since the details are read-only. Change the currency for a displayed forecast CRM On Demand Online Help Release 15 183 .

the information that you see on-screen might differ from the standard information described in this table. The following table provides additional information regarding some fields. The value is calculated based on the potential revenue field multiplied by the value in the opportunity Probability field. such as changing the names for record types. You cannot edit it manually. The adjustments are automatic and can be viewed by all of your managers and supervisors. Calculated field. It is the closed revenue value divided by the quota value. A lower percentage in the Probability field reduces the expected value that is included in your revenue forecast. Calculated field. it is the total product revenue paid to your company during that time period for products linked to opportunities with the Sales Stage of Closed-Won. If your company bases its forecasts on opportunities. fields and options in drop-down lists. Expected Revenue Forecast Owner Pipeline System-generated value. If the Forecast checkbox is selected in the Product Revenue record. If your company bases its forecasts on products. It cannot be edited manually. Calculated field. The Forecast Edit page shows forecast details such as Forecast Date. Best Case. sales representatives and managers can adjust the value in this field manually to make sure that the automatically generated forecast reflects values based on professional judgment. If the Forecast checkbox is selected in the Opportunity record. it is the total value of all eligible opportunities with a Sales Stage of Closed-Won. Therefore. The value in this field is calculated when the forecast is generated. Pipeline and Expected Revenue. Weighted average. Quota Quota % 184 CRM On Demand Online Help Release 15 . Field Best Case Closed Revenue Description Field entered manually that represents the total best-case value of all opportunity or product revenue. A value that either you or your administrator sets up. However. but they cannot be viewed by subordinates. NOTE: Company administrators can customise your application in a variety of ways.Forecasts Forecast Fields Use the Forecast Edit page to update Forecast and Best Case information for a forecast. It is the total value of all opportunity or product revenue for the quarter. Forecast. Closed Revenue. regardless of whether the Forecast checkbox is selected. this is the total of all opportunities in the forecast quarter. this is the total of all product revenue linked to opportunities in the forecast quarter.

Forecast Fields Field Status Description Status of forecast (system-generated value): Active In Progress. System sets this status when you click the Submit Forecast button. Submitted. CRM On Demand Online Help Release 15 185 . System sets this status after an auto-forecast is performed. System sets this status when it generates a forecast. The record is locked unless your manager unsubmits it. Auto-Forecasted.

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C H A P T E R 9 9 Service Requests Use the Service Request pages to record. About Service Requests A Service Request acts as a file of record for all service activity. The following are some of the sections that can be displayed on your Service Request Homepage: Service Request Lists Section The Service Request Lists section shows the following information: Service Request Lists. This page contains several sections and displays service request information that is relevant to you. changes to records are tracked through an audit trail. such as solutions or activities required to resolve the service issue. can also be captured. If your user role includes the Personalise Homepages privilege. Having all this information located in one place means that any service representative can access all the relevant information and provide the highest level of service to a customer. CRM On Demand Online Help Release 15 187 . Additional information. Service Requests Homepage The Service Request Homepage is the starting point for managing service requests. you can add sections to the page and remove sections from the page. The first 10 filtered lists. Service Requests include the detailed information regarding the service issue. track and address customer requests for information or assistance. To ensure the highest levels of service and to create a service request record that accurately captures all service activity. Filtered lists are subsets or groups of service requests that allow you to limit the number of service requests to work with at a time.

edit or delete an existing list. on the Service Request List page. You and your managers can create additional lists based on different criteria. My Open Service Request Related Tasks Section The My Open Service Request Related Tasks section shows open service request-related tasks assigned to you. sorted by the created date All service requests. List of your open service requests. If a previously created list does not appear on the Service Request Homepage. Then. click the drop-down list to see all the available lists and make your selection. All standard lists are public and can be viewed by everyone.Escalated Status=Open.Escalated All service requests. These lists are view-only. Service Request List All Closed Service Requests All Escalated Service Requests All Open Service Requests All Recently Created Service Requests All Recently Modified Service Requests All Service Requests My Open Service Requests My Service Requests Filters Status = Closed Status = Open . The following table describes the standard lists. Date task is due as set by you or your manager. in the order they were created. The Manage Lists page also includes the standard lists delivered with CRM On Demand. sorted by the modified date none Status = Open (displays records containing your user name in the Owner field) Service Requests with your name in the Owner field For information on creating these lists. sorted by due date and then by priority. Manage Lists. Link for expanding the list of your open service requests. or view. 188 CRM On Demand Online Help Release 15 . create a new list. This link takes you to the page where you can review all available filtered lists. My Open Service Requests Section The My Open Service Requests section shows the following information: My Open Service Requests list. see Working with Lists (on page 39). Show Full List. These custom lists appear above the standard set of lists. Status = Open . click any list. Due Date. therefore you cannot edit or delete them.Service Requests The application comes with a set of standard lists.

or change the categories in the drop-down list to view the same data from another perspective. Steps for Service Requests Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) Updating Record Details (on page 31) Linking Records to Your Selected Record (on page 32) CRM On Demand Online Help Release 15 189 . Show Full List. priority or product area. Priority for tasks as set by you or your manager. click a segment to review a detailed report. you can add some or all of the following sections to your Service Request Homepage: My Current Service Request Related Tasks (tasks that are due today) Service-Related Tasks To add sections to your Service Request Homepage 1 2 3 On the Service Request Homepage. On the Service Request Homepage Layout page. Click Save. click the Edit Layout link. use the directional arrows to add or remove sections and to organise the sections on the page. Open Service Request Analysis Section Your company administrator can change the analysis shown in this section.Steps for Service Requests Arrow symbol. SR Number. Subject. the Open Service Request Analysis section allows you to see your service requests by status. Number the system assigns to identify the service request. Title of task. a downward pointing green arrow indicates low priority and no arrow indicates medium priority. you can place your pointer on the chart to see specific information. An upward pointing red arrow indicates high priority. Link for expanding the list of service request-related tasks. The graphical representation of the volume of service requests that you are handling offers a view of how many open service requests exist. Other Sections If your user role includes the Personalise Homepages privilege. In this section. Click the link to review the task. the breakdown by priority or which product areas are generating the most customer calls. In the standard application.

Also. Selecting the Reassign Owner checkbox or deleting the owner's name triggers assignment manager to process the service request again and assign it according to the rules set up by your company. NOTE: Company administrators can customise your application in a variety of ways. 190 CRM On Demand Online Help Release 15 . If a service request has already been assigned. fields and options in drop-down lists. you may not be able to perform all procedures described in the preceding list. if your company is using assignment manager. such as changing names for record types. Select the Reassign Owner checkbox. Delete the owner's name. You can either assign the owner manually or.Service Requests Working with Lists (on page 39) Assigning Service Requests (on page 190) Using Service Request Scripts (on page 191) Adding Solutions to Service Requests (on page 191) Escalating Service Requests (on page 192) Closing Resolved Service Requests (on page 193) Viewing Audit Trails for Service Requests (on page 193) For additional procedures that are common to all records. the information that you see on-screen might differ from the standard information described in the online help. Therefore. the owner is automatically assigned when you save the record. The name in the Owner field is changed when you save the record. depending on your access level. it is ignored by the assignment manager and is not reassigned. you can reassign the request in any of the following ways: Change the owner name. NOTE: If a service request has a status of closed. However. the owner field is blank. Assigning Service Requests When you create a service request. see Working with Records (on page 14). the processing time for reassigning records can vary depending on the complexity of your company's assignment rules. the number of records to be reassigned and current system load.

2 On the Service Request Detail page. select the answer for each script question and then click Save. search for the person and click select. 3 4 In the search window. You can use the filter fields at the top of the search window to filter the list of scripts. search for the appropriate script and click Select. position your cursor in the Owner field and then click the search icon. Your responses are scored. NOTE: If the Call Scripts section or the Customer Satisfaction Surveys section is not shown. To use a service request script 1 Select the service request. click the Edit Layout link in the upper-right corner of the page and add the appropriate section to your page layout. some of the fields on the record might have been automatically updated. see Finding Records (on page 17). The Service Request Detail page appears again. Using Service Request Scripts Your company administrator might have set up the assessment scripts to help you to gather information about the service requests (Call Scripts). scroll down to the Call Scripts section or the Customer Satisfaction Surveys section and click Add. For more information on selecting service requests. In the search window. Depending on the outcome of the script. For instructions on finding service requests. see About Solutions (on page 199). In the Call Scripts or Customer Satisfactions Survey window. 2 3 On the Service Request List page. An assessment script consists of a series of questions that you use to collect customer data. assigned a weight and compared with a specified threshold to determine the appropriate outcome or course of action. see Finding Records (on page 17). These sections are only available to add to your page if your company administrator has set them up. or to assess the customer satisfaction levels (Customer Satisfaction Surveys). CRM On Demand Online Help Release 15 191 . Adding Solutions to Service Requests You can add an existing solution to your service requests. For more information on solutions.Steps for Service Requests To manually assign a service request 1 Find the service request.

use the filtering options to search on keywords or Solution ID. Click Preview to view the solution details to make sure that it addresses your customer's concerns. To escalate a service request 1 2 3 On the Service Request List page. and then click OK. see Finding Records (on page 17). click in the Status field of the Service Request that you want to escalate. 192 CRM On Demand Online Help Release 15 . Click the Select link beside each solution that you want to add to your service request. 2 3 4 5 6 Scroll to the Solutions section of the Service Request Details page and click Add. You do this as follows: a On the Service Request Details page. Your company policy determines what actions are taken when a service request is escalated. Click the green check mark icon in the Status field to save the change. Select Open-Escalated from the drop-down list in the field. For more information on selecting service requests. your company administrator might define a workflow rule that sends an email or generates a task when a service request is escalated. For example. Click the green check mark icon in the Status field to save the change. To limit the number of solutions that appear. click in the Status field and select the Pending status from the drop-down list. Change the status of the service request to Pending until you can confirm with your customer that the problem is resolved. b Escalating Service Requests You can escalate a service request so that it stands out as an urgent matter.Service Requests To add a solution to a service request 1 Select the service request. You can create a filtered list to show all escalated service requests to which you have access.

Viewing Audit Trails for Service Requests Your company administrator determines which service request fields (if any) are audited. the following fields are audited for service requests. If your company uses solutions. the solution is linked to the service request record.Steps for Service Requests Closing Resolved Service Requests After you have satisfactorily answered your customer's request. indicating that you have followed up with your customer. By default. Before you begin: View the Service Request detail page to make sure that the service request is complete by verifying the following: All activities on the service request have a Completed status. click in the Status field of the Service Request that you want to close. You can view the audit trail that tracks the changes made to the audited fields. Click the green check mark icon in the Status field to save the change. Select Closed from the drop-down list in the field. you can close the service request. indicating how the problem was solved. To close a resolved service request 1 2 3 On the Service Request List page. but your company administrator can customise this list: Subject Description Area Cause Type Source Priority Status Owner CRM On Demand Online Help Release 15 193 .

click Menu and select Create New requests List. Select the service request. Using the drop-down menu. The following table describes the procedures that you can perform from the Service Request List Page: To perform this Add service requests to books or remove service requests from books Cancel a service request Complete the following steps On the Service Request List title bar. The drop-down list contains both standard lists distributed with the application and custom lists for your company. click Menu and select Batch Delete. who made the update.Service Requests To view the audit trail for a service request 1 Select the service request. Service Request List Page The Service Request List page shows the subset or list of service requests that you selected in the Service Request Homepage. enter the required information and save the record. you can review multiple service requests at a glance. Delete all records from the list Export the list 194 CRM On Demand Online Help Release 15 . Create a new list of service On the Service Requests List title bar. On the Service Requests List title bar. Complete the steps described in Creating and Refining Lists (on page 44). and the new and old values in the field. For a description of the standard lists. On the Service Request Edit page. change the status of the service request to Cancelled. Complete the steps described in Assigning Records to Books (on page 619). Complete the steps described in Deleting and Restoring Records (on page 63). 2 On the Service Request Detail page. Create a service request On the Service Requests List title bar. On the Service Requests List title bar. click Menu and select Export List. From the Service Request List Page. For instructions on selecting service requests. Complete the steps described in Exporting Records in Lists (on page 50). Each row shows the date the record was updated. On the Service Request Edit page. see the table in Service Requests Homepage (on page 187). You can also select a service request that you want to review. scroll down to the Audit Trail-related information. update or cancel. you can also switch to another service requests list. For more information on updating records. see Finding Records (on page 17). click Menu and select Batch Assign book. click New. see Updating Record Details (on page 31). You can edit fields inline on the Service Request List page.

as shown in the following table. click Menu and select Show List Filter. NOTE: Company administrators can customise your application in a variety of ways. TIP: You can also edit service requests on the Service Request List page and the Service Request Detail page. Then click on a letter in the alphabet bar. click Menu and select Mass Update. or select the service request to open the Details page. On the Service Requests List title bar.Service Request Fields To perform this Find a service request Complete the following steps Click the Subject column header to sort the data. On the Service Requests List title bar. In the Number of records displayed list at the bottom of the page. For more information on updating records. Click the Previous or Next links. the information that you see on-screen might differ from the standard information described in this table. Edit fields inline on the Service Request List page. fields and options in drop-down lists. click 0-9. such as changing names for record types. Complete the steps for your required task described in Manage Lists Page (on page 48). see Updating Record Details (on page 31). click Menu and select Refine List. Manage all the service request lists Page through the list Refine the search criteria for the list Show more/fewer records Show the key information and filter information for the list Update a group of service request records in one go Update a service request View a subset of service requests Service Request Fields Use the Service Request Edit page to add a service request or update details for an existing service request. specify how many records you want to see at one time. see Updating Record Details (on page 31). See View List Page (on page 49) for an explanation of the information. For more information on updating records. click Menu and select Manage Lists. The Service Request Edit page shows the complete set of fields for a service request. For service requests beginning with numbers. click the drop-down list and change the selection. Complete the steps described in Creating and Refining Lists (on page 44). Therefore. On the Service Requests List title bar. On the Service Requests List title bar. CRM On Demand Online Help Release 15 195 . Complete the steps described in Updating Groups of Records (on page 53). On the Service Requests List title bar.

transfer the record to another owner or delete the record. Pending. Maintenance. Contact linked to the service request. Description Service Detail Information Area Cause Type Source Modified By Priority Status Category of service request. Indication of priority. 3-Medium. However. Cancelled. Fax. such as Product. such as Unclear Instructions. Other. System-generated. Other. Date and time status of service request changes to Closed. Reason for service request. System-generated. Enhancement Request. Opened Time Closed Time Owner 196 CRM On Demand Online Help Release 15 . such as Question. Alias of the record owner. Email. Email address of contact. Existing Issue. Web. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). Work phone number of the contact. Inherited from the Contact record. Generally. User Needs Training. New Issue. Closed. such as Phone. 2-High. such as Open. Open-Escalated. Account linked to the service request. Status of service request. Field Contact Information SR Number Account Contact Work Phone # Email Service request ID. Installation. Inherited from the Contact record. 4-Low.Service Requests The following table provides additional information regarding some fields. such as 1-ASAP. System-generated. access levels can be adjusted to restrict or expand a user's access. the owner can update the record details. followed by the date and time of the update. Other Type of service request. Issue. Training. Date and time that you created the service request. Name of the person who created or most recently updated the service request record. Some filtered lists and reports use the Status field to determine which service requests should be included. Method service request is received.

Service Request Fields Field Reassign Owner Description Indicates that the service request should be reassigned. Additional information about the service request. it may take some time for the tasks that are automatically performed to be completed. selecting this field triggers assignment manager to process the service request again and assign it according to the rules. Limit of 2. Additional Information Subject Description Summary of service request. the number of records to be reassigned and the current system load. for example. NOTE: When you select this checkbox. CRM On Demand Online Help Release 15 197 . If your company administrator has set up service request assignment rules. depending on the complexity of your company's assignment rules. sending the notification email. However.000 characters. the name in the Owner field changes when you save the record.

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In addition. Agents score existing solutions to make sure the most helpful solutions rise to the top. About Solutions Solutions are detailed instructions that describe how to resolve a service or product issue and often answer frequently asked questions. Managing Solutions Consider implementing a process similar to the following to build and manage a knowledge base of solutions: 1 2 3 4 A company administrator imports your existing solutions into the application (optional). your service representatives. Service agents and other experts add draft solutions to expand the breadth and depth of your knowledge base over time. the system tracks the usage of solutions and allows users to rate solutions. To assist organisations in improving the information they provide or in identifying potential product or service challenge areas. Service managers review. Solutions contain information about how to resolve a customer problem. By maintaining a knowledge base of solutions. have access to a centralised knowledge base to help them quickly resolve service issues for your customers. Very active solutions could indicate a severe product defect and the need for more information. the knowledge base grows as users interact with customers and create new solutions. CRM On Demand Online Help Release 15 199 .C H A P T E R 1 0 10 Solutions Use the Solution pages to create. update and track solutions. Poor solution ratings could indicate the need to provide additional or clearer explanations. regardless of experience. approve and publish solutions.

Best Practice Tips for Managing Your Solutions Knowledge Base Having a well-organised and peer-evaluated library of solutions helps you consistently serve your customers more effectively. it has a status of Draft. such as service agents. You might want to add. see Approving and Publishing Solutions (on page 204). You can use the Custom Field Setup Template. This document will help you plan for and keep track of any custom changes that you want to make to the application. product or service experts. Make sure to emphasise the importance of the Title field in a solution record. When a new solution record is created. Approve and Publish Solutions The approval process ensures that your identified experts get a chance to review all solutions before releasing them for general use by your service agents. You must have a role with the Publish Solutions privilege to change a solution status to Approved and to publish the solution. This is a searchable field which appears on most lists and search windows for solutions. Therefore. 200 CRM On Demand Online Help Release 15 . available in the Tools and Templates page in the Training & Support Centre. to help you plan changes. So. 1 – Import Your Existing Solutions Before you import solutions. rename or remove fields from the record to match the information that you want to import. if an agent creates a Service Request and enters a draft solution during the call. and consistently useful to those who need them. 2 – Add Draft Solutions Establish guidelines for creating solution records and communicate these to anyone who might create draft solutions. easy to follow. compare the information in your existing solutions with the Solution record in Siebel CRM On Demand. Establish review and approval guidelines to ensure that all solutions are valid. but the draft solution will not be accessible to other agents until it is published. service agents will use it to quickly identify appropriate solutions to their questions or problems. For more information. Draft solutions are not available to be added to service request records and will not appear in the Search for Solution window until they are published. 3 – Review. Here are some best practice tips for setting up and managing your solutions knowledge base. the agent can add the draft solution to the Service Request.Solutions 5 Service managers monitor the solutions knowledge base to ensure that only valid and current information is represented.

Solution Lists Section The Solution Lists section shows the following information: CRM On Demand Online Help Release 15 201 . To find them. If it was not effective or valid.Solution Homepage 4 – Rate Solutions Ask your service agents to rate the solutions that they use and add to their service request records. rate it a 5. Instead. This page provides a window to solution information relevant to you and contains several sections. its rating score is recalculated and displayed on the record. Over time. use the Mass Update feature to remove them from the searchable solutions. set the status to Obsolete. create a custom list that shows you all published solutions rated a 1 or 2. and identify key problem areas where additional information should be added to your knowledge base. Use the prebuilt Solution lists on the Solutions Homepage to review your top-rated solutions and most active solutions. By doing so. Having your agents rate the solutions gives you information that you can use to monitor the quality of your knowledge base. Do not delete a solution. If the solution was highly effective. Then. Review all solutions that are rated low. Make each owner responsible for the accuracy and approval of his or her area. Solutions are rated on a scale of 1 – 5. for example. However. Routinely analyse your closed service requests for trends. Solutions related to products that are no longer supported are just one example. you can still use the lists on the Solutions Homepage to access them if you need them. Solution Homepage The Solution Homepage is the starting point for managing solutions. see Rating Solutions (on page 205). filtering by the Product field. rate it a 1. you have an indication of any areas where you can potentially add more knowledge and expand your library. unless it is a duplicate. Every time a solution is rated. Create a Solution list to locate these solutions. your solutions can become obsolete. 5 – Monitor Solutions Make sure that you regularly monitor your solutions knowledge base so that your service agents have the best and most current information and instructions. They can do this easily from the Solution Detail page by clicking the Rate Solution button. For more information. The following are some recommendations: Assign an owner for certain areas or types of solutions and have each owner regularly review and update those solutions. Obsolete solutions no longer appear on the list when searching for a solution to add to a service request.

see Working with Lists (on page 39). High usage can indicate to a service organisation the specific areas where customers are being challenged by product and services. or view. Organisations can respond by 202 CRM On Demand Online Help Release 15 . Manage Lists. The first 10 filtered lists. You and your managers can create additional lists based on different criteria. although you cannot edit or delete them (you can only view them). on the Leads List page. Link for expanding the list of recently created solutions. click any list. List of the most recently created solutions.Solutions Solution Lists. The list of filtered lists on the Manage Lists page includes the standard lists. Show Full List. sorted by the created date All solutions. The following table describes the standard lists. Most Active Solutions Section The Most Active Solutions section shows the solutions that have been frequently linked with service requests. Recently Created Solutions Section The Recently Created Solutions section shows the following information: Recently Created Solutions list. The application comes with a set of standard lists. click the drop-down list to see all the available lists and make your selection. edit or delete an existing list. If a previously created list does not appear on the Solution Homepage. Then. create a new list. sorted alphabetically on Solution Title Status = Approved Status = Draft Published = Y Highest cumulative ratings given by all individuals Frequently linked with Service Requests For information on viewing or creating these lists. Link that takes you to the page where you can review the entire list of created filtered lists. arranged in alphabetical order. Filtered lists are subsets or groups of solutions that allow you to limit the number of solutions to work with at a time. sorted by the modified date All solutions. These custom lists appear in alphabetical order above the standard set of lists. Solution List All Recently Created Solutions All Recently Modified Solutions All Solutions Approved Solutions Draft Solutions (visible only to users with the Publish Solutions privilege) Published Solutions Highest Rated Solutions Most Active Solutions Filters All solutions. All standard lists are public and can be viewed by everyone.

your user role must include the Publish Solutions privilege.Steps for Solutions providing more information to service representatives to help customers or by providing more information to customers directly. Steps for Solutions Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) Updating Record Details (on page 31) NOTE: To update solution records. Therefore. Linking Records to Your Selected Record (on page 32) Attaching Files and URLs to Records (on page 58) Reviewing Solutions (on page 204) Working with Lists (on page 39) Rating Solutions (on page 205) Approving and Publishing Solutions (on page 204) NOTE: Company administrators can customise your application in a variety of ways. depending on your access level. Related Topics Solution Fields 206 Solution Homepage About Solutions 199 Reports 347 Importing Your Data 735 201 CRM On Demand Online Help Release 15 203 . see Working with Records (on page 14). you may not be able to perform all procedures described in the preceding list. For additional procedures that are common to all records. such as changing names for record types. Highest Rated Solutions Section The Highest Rated Solutions section lists the solutions with the highest cumulative ratings given by all individuals. fields and options in drop-down lists. the information that you see on-screen might differ from the standard information described in the online help. Also.

Solutions privilege. To review solution information 1 Select the solution. you can review the solution record. click the Solutions tab. 2 On the Solution Detail page. see Solution Fields (on page 206). On the Solution Edit page. Then you can approve the draft and publish it internally. For a description of fields.Solutions Reviewing Solutions You can review the most active solutions or the highest rated solutions. To perform this procedure. In the Highest Rated Solutions section. your user role must include the Publish You can review solutions for accuracy and completeness. From the Solutions List page. To review the highest rated solutions 1 2 From any page. click the Draft Solutions link. Approving and Publishing Solutions Before you begin. For instructions on selecting solutions. In the Most Active Solutions section. click the Solution Title link for the solution that you want to review. select the solution and then click Edit. To review the most active solutions 1 2 From any page. click the Solutions tab. 204 CRM On Demand Online Help Release 15 . To approve and publish a solution 1 2 3 From the Solutions Homepage. change the Status to Approved to approve the solution. You can also review the complete information for any solution record. Publishing a solution internally makes it available for all customer service representatives who can then use and link it to service requests. see Finding Records (on page 17). click the Solution Title link for the solution that you want to review.

Click New Solution in the Solution List title bar. On the Solution Rating page. From the Solution List Page.Solution List Page 4 5 To then publish the solution. see the table in Solution Homepage (on page 201). To perform this Create a new list of Solutions Create a solution Export the list Complete the following steps On the Solutions List title bar. Save the record. select a rating from 1 to 5 (5 is the best) from the drop-down list. click the Rate Solution button. The drop-down list contains both standard lists distributed with the application and custom lists for your company. Save the record. On the Solutions List title bar. Using the drop-down menu. For a description of the standard lists. The following table describes what you can do from the Solutions List Page. you can also switch to another solutions list. see Finding Records (on page 17). enter the required information and save the record. Complete the steps described in Exporting Records in Lists (on page 50). click Menu and select Create New List. select Y or N from the Published drop-down list. For instructions on selecting solutions. Solution List Page The Solution List page shows the subset or list of solutions that you selected in the Solution Homepage. click Menu and select Export List. 2 3 4 In the Solution Details title bar. Rating Solutions You can rate the effectiveness of a solution as many times as you want. Individual user ratings are averaged to determine which solutions appear in the Highest Rated Solutions section on the Solutions Homepage. On the Solution Edit page. you can review multiple solutions at a glance. To rate solution information 1 Select the solution. CRM On Demand Online Help Release 15 205 . Complete the steps described in Creating and Refining Lists (on page 44).

Click the drop-down list in the Solution List title bar and change the selection to all the solutions. update the solution and save the record.Solutions To perform this Find a solution Manage all the Solution lists Page through the list Refine the search criteria for the list Show the key information and filter information for the list Show more/fewer records Update a solution View a subset of solutions View all solutions Complete the following steps Click the Title column header to sort the data. Complete the steps described in View List Page (on page 49). Complete the steps described in Creating and Refining Lists (on page 44). fields and options in drop-down lists. This field has a limit of 100 characters and is required. For solutions beginning with numbers. Complete the steps for your required task described in Manage Lists Page (on page 48). Field Description Solution Detail Information Solution ID Title Unique ID of the solution. click Menu and select Show List Filter. select the number of records to be seen at any one time. the information that you see on-screen might differ from the standard information described in this table. click 0-9. Then click on a letter in the alphabet bar. On the Solutions List title bar. System-generated. 206 CRM On Demand Online Help Release 15 . such as changing names for record types. The Solution Edit page shows the complete set of fields for a solution. On the Solutions List title bar. Solution Fields Use the Solution Edit page to add a solution or update details for an existing solution. On the Solutions List title bar. The following table provides additional information regarding some fields. Click the drop-down list in the Solution List title bar and change the selection to the appropriate subset. Click the Previous or Next links. Therefore. Select the Edit link next to the Solution title. Solution title. NOTE: Company administrators can customise your application in a variety of ways. On the Edit page. In the Number of records displayed drop-down list at the bottom of the page. click Menu and select Manage Lists. click Menu and select Refine List.

Name of the person who creates or updates the solution record followed by the date and time it occurs.Solution Fields Field Status Published Solution Rating Created By Modified By Description Solution’s status. System-generated. Indication that the solution is available for internal use. Rating of the solution from 1 to 5 (5 is the best). Only users with the Publish Solutions privilege can change this information. Alias of the person who creates the solution record followed by the date and time it occurs. Additional Information FAQ Solution Details Frequently asked questions that capture the solution topic. Approved or Obsolete. such as Draft. Additional information about the solution. Only users with the Publish Solutions privilege can change this information. Related Topics Steps for Solutions 203 CRM On Demand Online Help Release 15 207 . Defaults to Draft. System-generated.

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phone calls. If your job responsibility does not include using Call Centre On Demand. voicemail messages and emails. place outbound (external) calls and internal (agent-to-agent) calls. Other information passed with the call (for example caller name. telephone number and 800 destination) is only displayed if configured. solutions and so on. This integration allows you to leverage the information in your company's database to find solutions to customer issues. Call Centre On Demand is a Web-based call centre that uses the following channels: Voice Call Centre On Demand allows you to establish real-time voice communication and uses skills-based routing to forward calls to the appropriate agent. each customer interaction is tracked and stored in the same location that your company uses to manage its contacts. provided you are logged in to the application. transfer a call and conference in other parties. CRM On Demand Online Help Release 15 209 . The feature includes the following capabilities: Inbound calls. place a call on hold. NOTE: Your company administrator determines which tabs are available to you. Because of its integration with Siebel CRM On Demand. About Call Centre On Demand Call Centre On Demand allows you to use voice. update contact information and run analytics against your data. Supervisors can also monitor agents using these same areas of the application. Calls can be placed from the Call Centre On Demand toolbar. Call Centre On Demand supports outbound dialling to UK (domestic) and international locations.C H A P T E R 1 1 11 Communications Use the Communication pages together with the Communication Tools and Voice Controls sections in the Action bar to manage customer interactions . Receive and work with an inbound call through the Call Centre On Demand interface anywhere there is a touch-tone telephone. and the Calls subtab on the Communications Homepage. accounts. All calls are handled through the Communication Tools and Voice Controls sections in the Action bar. voicemail and email to manage customer interactions. Outbound calls. The call controls built into the interface allow you to receive calls. hang up (close) a call. this tab might be excluded from your setup. Call Control.

Statistics Window. the time in the status. Voicemails can be played back on a local media player or on a phone. join. The window displays the current status. the number of calls in the queue and the call that has been waiting in the queue the longest. the agent can click Statistics in the Action bar and review the Offline Messages line. Provides real-time statistics on call progress in the Call Centre On Demand application. according to keywords in the email or the agent's skills. IVR uses underlying touch-tone recognition and Call Centre On Demand skill-based routing. take over and log agents out. About IVR Underlying the Voice and Voicemail channels is Interactive Voice Response (IVR). Agents can listen to the caller's message and reassign it to another agent or workgroup. Voice calls are routed to the agent most qualified to handle the call (that is. Each Call Centre On Demand company defines when and how voicemail is offered to a caller. Emails can be responded to. Touch-tone recognition permits the IVR to answer a call. play a pre-recorded message and prompt the customers to indicate the nature of their query and route them to an appropriate agent (for example. Contact another agent or supervisor logged into Call Centre On Demand by selecting the required agent or supervisor from a drop-down list of active users. To review these limits. by pressing 1 for Sales). Email Emails are routed to an agent's email. In addition. discarded and reassigned to another agent or workgroup. supervisors can monitor agents in real-time and invoke actions such as whisper. coach. even after it is wrapped up. Agents are given limits on the number of emails they can work on at a time. You can access the voicemail through the activity record.Communications Internal calls. which is performed with the same quality and priority as normal telephone calls. Voicemail Call Centre On Demand's voicemail channel uses skill-based routing to forward messages to the appropriate agent. Supervisors can record and listen to previously recorded phone calls for quality assurance purposes. Click-to-Dial. if necessary. About Matching Records in Call Centre On Demand When an agent receives a communication from a customer. Applying Call Centre On Demand's intelligent routing supports rapid response to callers who choose to leave a voice message. Outbound calls are placed by clicking the phone number link in the Details or List pages. Skills-based Routing. defined by customer touch-tone selection through IVR). Call Centre On Demand performs the following: 210 CRM On Demand Online Help Release 15 . Supervisor Control.

Call Centre On Demand Supervisor Tools Siebel CRM On Demand and Call Centre On Demand have several tools to help you manage your call centre. Lead. 3 An activity record is created for the communication. Campaign Phone #. You need to ask the following questions: what is the average handle time for each interaction: how long are customers waiting in the queue: and so on. which you can access using reports and analyses. Service Request and Campaign records. Access to real-time information about your operations can help you to manage your call centre and even pinpoint improvement opportunities for individual agents. Managing the Call Centre As a supervisor. Every customer communication can be tracked and linked to customer records. For instructions. which are the fields used to determine matches. For phone calls. NOTE: If an agent transfers a call to another agent. the matching record appears. This tracking feature builds a database of information about your operations and your customers. NOTE: For campaign records to include the phone numbers and email address fields. 2 If a single match is found. This information is captured in the Origin field. the application doesn't link the activity to a specific record. This information is captured in the Origin field. the application looks for matches based on: Originator email address. For emails. Account. an Activity will be created for the agent to whom the call is transferred. the application looks for matches based on: Originator phone number (the phone number from which the customer is dialling). CRM On Demand Online Help Release 15 211 . you need tools and information to help you operate your call centre effectively. see Customising Static Page Layouts (on page 561). emails and voicemails your team handles.Managing the Call Centre 1 Searches existing records in the Siebel CRM On Demand database to match Contact. If multiple matches are found. You need to know how many calls. You need to do this manually. which is linked to the matching record. Agent-monitoring tools can also help you to coach individual agent performance. your company administrator must add these fields manually to the Campaign Edit pages: Campaign Email.

Click Show. Communications Lists Section The Communications Lists section displays the following information: 212 CRM On Demand Online Help Release 15 . Review individual workgroup statistics to help you analyse your call centre volumes and manage your workforce. Click the Dashboard tab and select the Communications dashboard from the drop-down list. Expand the Activity folder. potential risks and opportunities for improvement. Communications Reports and Analyses The Reports Homepage contains links to prebuilt and custom-built analyses that can help you manage your call centre. For a description of the fields (columns). This page provides a window to information relevant to you and contains several sections: Inbox Section The Inbox section lists all customer interactions currently assigned to you for the channel you have chosen in the sub tabs (Calls. see About Reports (on page 348). Click Add Columns to add Call Centre On Demand data columns to your custom analysis. Communication Homepage The Communication Homepage is the starting point for managing customer interaction. see Wrapping Up Communication Activities (on page 225). For further information. and then the Communication folder. Voicemail or Email).Communications Communications Dashboard The Communications Dashboard shows real-time statistics about your call centre queues to help you analyse performance. View the current number of customer interactions in each of your communication channels. Review custom and prebuilt analyses regularly to identify call centre trends. Click the Additional Reports link to select a different dashboard to view other service or sales analyses. You can use On Demand Answers to design customised reports to analyse the communications activities generated by your call centre interactions. When you create a custom analysis: Use the Activities reporting subject area to build a communications-specific analysis.

Communication Homepage Communications Lists. All outbound calls you can see. All outbound emails you can see. see Working with Lists (on page 39). All customer interactions currently assigned to you. The first 10 filtered lists. All voicemails. All communications you have recently completed. All voicemails you can see that have been open longer than 24 hours. All phone calls. CRM On Demand Online Help Release 15 213 . The following table describes the Communication standard lists. Filtered lists are subsets or groups of customer interactions (activities) that allow you to limit the number of communications to work with at any one time. Calls you have recently completed. including Calendar Lists. All transfers you can see. arranged in alphabetical order. No new. All inbound emails you can see. All inbound calls you can see. This Activities List All Aging Emails All Aging Voicemails All Callbacks All Emails All Inbound Calls All Inbound Emails All Outbound Calls All Outbound Emails All Transfers All Voice Calls All Voicemails All Web Callbacks My Communications Inbox Displays All emails you can see that have been open longer than 24 hours. All standard lists are public and can be viewed by everyone. You will see all Activity Lists. The application comes with a set of standard lists. Voicemails you have recently completed. All web callbacks and callbacks you can see. All emails you can see. Emails for which you have sent a reply. uncompleted emails appear in this list. My Calls Inbox My Voicemails Inbox Recently Completed Communications Recently Completed Calls Recently Completed Emails Recently Completed Voicemails For information on creating these lists. Incomplete Voicemails assigned to you. Incomplete calls assigned to you. All Web callbacks you can see.

Link for expanding the list of most recently completed communications.Communications Manage Lists. 214 CRM On Demand Online Help Release 15 . fields and options in drop-down lists. Show Full List. see Wrapping Up Communication Activities (on page 225). However. the information that you see on-screen might differ from the standard information described in the online help. For a description of the fields (columns). The list of filtered lists on the Manage Lists page includes the standard lists. Therefore. these standard lists appear in the drop-down list on the Activities Lists page. create a new list or delete an existing one. Recently Completed Communications Section The Recently Completed Communications section lists your most recently completed interactions. however you cannot edit or delete them. Link that takes you to the page where you can review the entire list of created filtered lists. This displays a full page of records which you can scroll through page by page. such as changing names for record types. Related Topics About Call Centre On Demand 209 Steps for Call Centre On Demand 214 Steps for Call Centre On Demand Click a topic to see step-by-step procedures for performing the following: Preparing for Interacting with Customers (on page 215) Handling Phone Calls (on page 218) Disabling the Communications Toolbar (see "Disabling the Communications Toolbar in a Browser Session" on page 220) Placing Calls (on page 220) Handling Callbacks (Web and Phone) (on page 222) Handling Voicemail Messages (on page 222) Handling Emails (on page 223) Wrapping Up Communication Activities (on page 225) Reviewing Your Statistics (on page 226) Viewing Interaction Histories (on page 228) Monitoring Agents (on page 228) NOTE: Company administrators can customise your application in a variety of ways.

Update this field if your company uses SIP-based VoIP. TIP: If you work from home. you might want to select this option. Phone number to which Call Centre On Demand routes your incoming calls. Contacts and so on. For instructions on displaying tabs.Steps for Call Centre On Demand Also. you might have to add the tab to your layout or contact your company administrator. In the Configuration window. such as children. CRM On Demand Online Help Release 15 215 . The phone number that you enter is the number to which the application directs your phone calls. The new settings take effect immediately. Protocol standard for receiving VoIP phone calls. depending on your access level. click User Preference. Updating Your Phone Number When you want to receive phone calls at another location. 3 Click OK to close the Configuration window. from accidentally picking up a phone call routed from the call centre. see Displaying Your Tabs (on page 303). If it does not appear. Accessing Call Centre On Demand When you sign in to Siebel CRM On Demand. make sure to update your phone number. Outside Phone (Remote Extension). You can update this phone number at any time. NOTE: If Communications doesn't appear as an option. the Communications tab should appear along with Accounts. To update your phone number 1 2 In the Communication Tools box in the Action bar. perform the following: Click the arrow to the right of the row of tabs. Preparing for Interacting with Customers The following topics contain step-by-step procedures used for preparing interaction with customers. Prompts you to press a digit (DTMF key) before having the call passed to you. and select Communications from the drop-down list. Play Announcement. update the Phone Settings: SIP Address. This option prevents other people. you may not be able to perform all procedures described in the preceding list.

To set your user preferences 1 2 In the Communication Tools section in the Action bar. Welcome Prompt Wav Recording that plays when a customer is routed to your phone File number. 216 CRM On Demand Online Help Release 15 . Automatic Call Acceptance Phone Settings Voicemail Prompt Agent Name Prompt Wav File Voicemail Greeting prompt Wav File Recording that states your name. work off hook. you need to update your user settings. (Available only when working off hook) Automatically accepts the inbound call so callers are connected without you taking any additional steps. Instead. In the Configuration window. For information on the Phone Settings options. The Call Detail page appears in other cases (no match. Contact. Lead or Account record). Lead. select the General Phone and Voicemail Prompt settings you want: Setting Description General Phone Incoming Call Screen Pop Automatically opens the Service Request. click User Preference. The application searches the Siebel CRM On Demand database for existing records that match the caller's phone number. Account or Call Detail page when you answer a phone call. the number the caller dialled or the caller entered digits (CEDs). you can use the Voice Controls section in the Action bar to answer the phone. Work Off Hook (Disable Dial Tone) Keeps your line open after the first call is taken so that you do not have to pick up your phone to answer it. Recording that plays when a call is routed to your voicemail. Contact. multiple matches). see "Updating Your Phone Number" above. the matching record appears (Service Request. If one match is found.Communications Setting User Preferences To change your personal greeting. and change other phone-handling behaviour.

When you reply to an email. click Save in the wrap up screen. Depending on how your administrator has set it up. The type and number of communications depends on the settings your administrator configured. voicemails). The wrap up form automatically displays the status as Completed. for example). This prompt is used to automatically prompt greet callers when the Play Greeting feature is activated by your Administrator. The wrap up form automatically displays the status as Completed. click Cancel. your status might change to Available as soon as you sign in to the application. When your status is Available. You must manually select Wrap Up after you listen to a voicemail. or after the system automatically reassigns an email because an agent did not respond quickly enough. Checking Your Call Centre On Demand Inbox Inbox (on the Communication tab) section lists the channel-specific interactions still in progress that have been assigned to you within the chosen sub tab (Calls. Making Yourself Available For you to receive new call and voicemail interactions. They are wrapped up when the call is terminated. After the email is reassigned. click Unavailable. Voicemails. Voicemail or Email). Call Centre On Demand considers these communications active until the following occurs: Phone calls. See data pertaining to the inbound interactions displayed in the Action bar. To apply the Completed status to the activity. the email no longer appears in the agent's Inbox. your status must be Available. You can reply. Emails. emails. NOTE: Email Activities are not saved in CRM On Demand until they are replied to and wrapped up with a status of Completed. you can: Receive one or many types of new customer communications assigned to you (phone calls. The status changes to Available. CRM On Demand Online Help Release 15 217 . To make yourself available for phone calls In the Communication Tools section in the Action bar. you need to manually set your status to Available. reassign or discard email (junk mail. the automatically pops a Wrap Up window that allows the agent to include additional information in the Completed Email Activity.Steps for Call Centre On Demand Setting Description Record a personalised Records your personal message. To leave the activity in the In Progress status. You can receive email interactions when your status is Available or Unavailable. If not.

based the caller's phone number. If no existing records . the application searches for matching records for the phone call and displays the matching record. To hang up Hang up the receiver. In addition.Communications Handling Phone Calls When you become available for work. After the call ends. or click Hang up in the Voice Controls section in the Action bar. No other communications such as phone calls or voicemails can be assigned to you.or multiple records . such as completing or cleaning up existing messages. see Wrapping Up Communication Activities (on page 225). To resume voice communication Click the Hold button.match the incoming phone call. To take a phone call When a new communication is assigned to you. 218 CRM On Demand Online Help Release 15 . For more information. You can make yourself unavailable while you work on other tasks. you can start taking phone calls from customers. you will receive calls based on your skill set. the Wrap Up form appears for you to track information about the call. the call controls become active. see About Call Centre On Demand (on page 209). If the interaction is complete and you want to wrap up the call before the time limit expires. For more information on this sequence. click the End Wrap Up button on the Communications Toolbar. If you change your status to Unavailable. allowing you to complete work after the call. you must click the blinking Inbound Call alert on the Communication Toolbar. When you accept the call. workgroup or other criteria. Depending on your company's routing. You can see the status of the call (that is. answer the phone. you can still be assigned emails. If you are configured for screen pop-up. Placing a call on hold allows you to park the call and pause voice communication with the caller. 'On Hold') on the Action bar. the application displays the matching record. click Hold at any point during the call. To place a call on hold In the Voice Controls section in the Action bar. the Call Detail window appears. If you are not configured for screen pop-up. Your Administrator may set a time-based wrap up.

Announced Transfer or Blind Transfer to complete the transfer. Transfers the call to another agent. or double-click the group name. If the agent does not answer. To reconnect with the caller. Group Select the Skill Group from your company list of groups and click Transfer. Announced Transfer. keeping you and the customer on the line while another person joins the call. TIP: To find the group in the list. Transfers the call. select the option you want. Click one of the following buttons: Blind Transfer. click the Hold button. This might be a telephone within the company or outside of the company. In the drop-down window. Select an agent. use the Search for a Group field. The customer does not hear the announcement. Voicemail Sends the call to the agent's voicemail. TIP: You can double-click the agent name to transfer the call as a blind transfer. Conference. 5. TIP: To find the agent in the list. perform one of the following. Click Conference. click Transfer. In the Transfer window. allowing you to announce the call to the agent who answers. Phone 4.Steps for Call Centre On Demand To transfer a call 1 2 3 In the Voice Controls section in the Action bar. NOTE: A call transfer to an agent does not require the agent to be signed in to the application or available for calls. CRM On Demand Online Help Release 15 219 . Transfers the call. according to your previous selection: For this option Complete the following steps Agent 1. A call transfer to a skill group does not require any agents to be signed in. you can click Abandon Transfer in the Voice Controls section at any time. Enter the telephone number in the available field. This puts the customer on hold and returns the control to you. disconnecting you from the call. 2. use the Search for an Agent field. 3.

To disable Communications Toolbar in browser session 1 1 From the Action bar. Wrapup. Reassign and Open Email buttons. the call between you and the caller ends. Placing Calls From Call Centre On Demand. When the Disable Communications Toolbar button is clicked. This feature allows you to save the details that you are entering in the form. Disabling the Communications Toolbar in a Browser Session If you are using multiple browser sessions in CRM On Demand to talk simultaneously to a customer and add details to a form. 2 Click OK to disable the Communications Toolbar. NOTE: The disabled Communications Tools remain disabled in the browser session until you sign out and then sign in again to CRM On Demand. you can disable Communications Tools in one CRM On Demand browser session. prompting the Wrap Up form to appear. such as a Service Request. click the X button on the Communications Toolbar section title bar. You can sign in again to CRM On Demand to enable the Communications Toolbar. or CCOD Attachments from the browser session. It is not necessary to close the browser window. you can use Communications Tools to manage customer communications.Communications 4 Enter information in the Wrap Up form. a confirmation request appears. TIP: Move the pointer over the button to see a ToolTip that displays information about the button's functionality. NOTE: When you transfer a call. NOTE: This option is available for announced transfers or conference transfers. NOTE: If you disable the Communications Toolbar. you can place external calls to customers or internal calls to another agent or supervisor. 220 CRM On Demand Online Help Release 15 . you cannot use the Discard. To reconnect with the caller Click the Abandon Transfer button and then click the Hold button. In the second CRM On Demand browser session.

To place an external call using Click-to-Dial 1 Navigate to a contact's details on a Contact Details or a Contacts List page. When you sign out. NOTE: The telephone number in this dialog box is read-only. click Dial. Enter the phone number. click Dial and call someone else for the information you need. You can place the customer on hold. and click Call. and allows managers to measure each agent's productivity. When you receive the information. select the Agent from the list and click Dial. click the second line to begin using it. unless you clear that option before dialling each call. NOTE: System Administrators can customise your system and change fields and their characteristics. you can click on it to dial the number. 3 Answer your phone. navigate to My Setup > Personal Profile > My Profile and unselect the Display Click-to-Dial Popup checkbox. Placing an external call automatically creates an activity record within Siebel CRM On Demand for the call. NOTE: By default. You need to log out and login again for this change to take effect. For example. Click-to-Dial may not work with such fields.Steps for Call Centre On Demand By default. the list is cleared. To disable this dialog box. To place an external call 1 In the Communication Tools section in the Action bar. and click Call. NOTE: These recently dialled numbers pertain to the current session. TIP: To find the agent in the list. you can end the second call and return to your customer on the first line. each agent has two separate phone lines. 2 You can then perform one of the following: Select a number from the Recently Dialled list. use the Search for an Agent field. A Dialler dialog box appears on-screen. Call Centre On Demand then calls the destination phone number you entered. Click the Search Agents button. your customer might need information that you cannot supply. Logging the outbound call activity saves you time tracking your daily activities. CRM On Demand Online Help Release 15 221 . the Log an Activity checkbox is selected. 2 Click the phone link that you wish to dial. allowing you to receive an inbound call on one line and make an outbound call on the second line. If the contact's number is displayed as a hyperlink.

These voicemail messages are routed according to the call flow set up by your administrator and are assigned to agents based on their skill and availability. That agent sees a flashing alert. supervisor or skill group. which must be set up by the administrator: Web Callbacks. NOTE: For Web callbacks. Call Centre On Demand then calls the destination phone number you clicked. Handling Voicemail Messages Voicemail messages can be either personal or ACD messages. Accepting the callback passes the call to you. regardless of whether or not the agent is logged in. the call is made to the requesting party. To place an internal call An internal call can be placed to any agent or supervisor. the callback is routed to the most suitable available agent. 222 CRM On Demand Online Help Release 15 . and the call buttons become activated. To accept a callback Click Answer when you see the alert notification on your Action bar. it goes through the routing again. Callbacks. Your phone rings. Their status is displayed in the list of users along with their name and target telephone number (that is.Communications 3 Click the Call button to place the outbound call. activity records are not automatically linked to existing records. Customers access a form on the company Web site to request a callback. ACD messages are voicemails left for your company call centre. Customers schedule a callback through the phone menu when they contact the call centre. according to the workflow your administrator set up. Handling Callbacks (Web and Phone) Call Centre On Demand provides Web Callback and Callback capabilities. no screens pop up. When you reassign a voicemail. When a request for a callback is submitted through either the Web page or phone menu. Also. current location). Reassigned voicemails are no longer owned by you. and when you answer it. A call placed to an agent rings that agent's telephone. You can reassign a voicemail message to another agent.

click the Listen to Vmail on Phone button. In the Transfer window. availability or keyword. within the Voicemail subtab. To listen to a message (new or played) 1 2 In the Inbox. The agent's phone rings and plays the voicemail through the phone. select a group or agent. To listen to a message on the phone (new or played) 1 2 In the Inbox. click the Listen to Vmail button. Click Agent or Group in the window that appears. Discarding wraps up the email without a response and no completed Email Activity is created. When an email has been routed to you. On the Voicemail page. NOTE: Voicemail messages cannot be deleted. Generally. This plays the voicemail through the local media player. click the Subject link for the voicemail message. the Incoming Email alert flashes in the Communication Tools box in the Action bar. within the Email subtab. click the Subject link for the voicemail message. On the Voicemail page. click Reassign. Playing a message does not affect your availability in the application. which does not warrant a reply. The record also appears at the top of your Inbox on the Communications Homepage. the Inbound Voicemail alert flashes on the Communications Tools section in the Action bar for a few seconds. You can play a voicemail message at any time. You can save incomplete CRM On Demand Online Help Release 15 223 . However. Handling Emails Emails are routed to agents based on skill. To reassign the voicemail 1 2 3 4 On the Voicemail page. you can discard it. when you receive email such as junk mail. The record also appears at the top of your Inbox on the Communications Homepage. you want to respond to all emails. Click Transfer.Steps for Call Centre On Demand When a voicemail message is in your queue.

Navigate to the Email subtab on the Communications tab. Reply. Also. you can perform the following: Reassign. Save as Draft. 1 2 3 Click the Subject Link of the email that you want to review. you can perform either of the following: Click the Incoming Email alert in the Communication Tools section in the Action bar.Communications emails by clicking Save As Draft. You can see this information by looking at the Offline Messages line in the Statistics window. you can access the email from the object's interaction history. a wrap-up screen appears. Discard. This automatically opens the Email subtab in the Communications Homepage. Resends the email to the same workgroup so that it can be reassigned to another agent. Both the original email and the response are captured within the interaction history. y is your allowed limit. To read draft. shown as x/y. The activity is now recorded in the Recently Completed Emails section of your Communication home page. Removes the email from the Inbox. This displays a list of new email assigned to you. locate the email that you want to review from the drop-down menu: Draft Messages Sent Messages 224 CRM On Demand Online Help Release 15 . These are saved to the Drafts folder. sent and discarded emails 1 2 Click the Email subtab in the Communications Homepage. You cannot edit discarded and sent emails. Enter the appropriate wrap-up details and click Save. The email content is displayed in the New Email Details window: On the Email Details window. In the My Emails section. To read a new email To access your new email. This is usually used for junk or unwanted emails. On replying to an email. if the email was related to any records. Saves the email in the draft email list within my Email section. Your administrator also configures the settings for the maximum number of emails you can receive. x is the number of messages currently assigned to you.

as well as visibility in managed lists. Field Description Key Task Information Owner Alias of the record owner. account and so on. transfer the record to another owner or delete the record. In the Wrap Up form. 3 Click the Subject link for the email that you want to review. Read-only field. The following table describes some fields in the Wrap Up form. NOTE: The Outbound Email activity is saved as a separate activity record. Subject Priority Origin Destination Default is the Activity Subtype followed by the phone number or email address. If the Outbound Email activity is linked to a contact. depending on your configuration. such as accounts and contacts. Phone number or email address from which the call is made or the email address sent. as determined by your company setup. the owner can update the record. The email content is displayed in the Email Details section. the application automatically opens the Wrap Up form. You can also track all communications required to resolve a service request or all communications generated by a specific campaign. Generally. Linking records creates a historical audit of all communications between your company and a contact or account. Read-only field. you must manually open the Wrap Up form to complete the communication activity. You can also link other records to the activity. Read-only field. Wrapping Up Communication Activities When you hang up after a phone call or when you reply to an email. For voice mails. which helps your company measure overall campaign effectiveness. Phone number that the customer dials or target email address for the email.Steps for Call Centre On Demand Discarded Messages This displays a list of emails for the selected folder. the activity record also appears in the contact or account's related information section. in the Wrap Up form. CRM On Demand Online Help Release 15 225 . Priority for this activity. access levels can be adjusted to restrict or expand a user's access. CRM On Demand creates only completed Email Activities in Sent Messages. However. you can summarise what occurred during the communication. This value affects which records are included in reports that you or your managers run.

Inbound Email. Busy. Not Interested. Product Question. Transferred to Group and Transferred to Voicemail. Your company administrator can change or add values to the drop-down list. Statistics are reset to zero (0) at midnight. New Lead. Outside Transfer.000 characters. On the Search page. select the existing record or click New. Forwarded Voicemail. New Account. Read-only. only your company administrator can change or add values to the drop-down list. Reassigned to Group. Reassigned to Agent. Transferred to Agent. New Service Request. company time. Outbound Email. Specific activity type. Reviewing Your Statistics You can review statistics by clicking Statistics on the Communication Tools section in the Action bar. Type Activity Subtype Resolution Code Short description of how this call is resolved. Reassigned Email. Additional Information Modified By Description Name of the person who creates or updates the record followed by the date and time that this occurs.Communications Field Status Description Defaults to Completed in the Wrap Up form. System-generated. Outbound Call. Additional information about the call. Response Given. Scheduled Follow Up. Outbound Transfer. Default values are Inbound Call. Activity type as defined at your company. If you save the information with a status of Completed. New Opportunity. Discarded Email. such as origin. Forwarded Email. 226 CRM On Demand Online Help Release 15 . Inbound Voicemail. Email Response. the activity appears in the Recently Completed Communications section on your Communications Homepage. The statistics represent activity in the last 24 hours for you or your workgroup. Inbound Transfer. Click the Lookup icon next to the record type. Literature Request. Call Back. You can also create new records that are automatically linked to this activity or select existing records to link. Limit of 2. enter the required information on the Edit page and save the record. Missed Transfer. New Contact. No Answer. General Question. Call Centre On Demand automatically links records when the activity is created based on information captured by the application. Related Items Records linked to the activity. Other. Outbound Voicemail. Callback and Web Callback. You cannot edit these values. destination and other caller entered digits. Customer Update. Reassigned Voicemail. Default values are Bad Number. as indicated in the following table.

Number of ACD voicemails in the queue for all the workgroups to which the agent is assigned. Unavailable and so on. Indicates the status of voice calls. Available. for example. Number of ACD voicemails taken by the agent. CRM On Demand Online Help Release 15 227 . 2 and 3: Average time to answer for workgroup 1: 2 minutes Average time to answer for workgroup 2: 4 minutes Average time to answer for workgroup 3: 6 minutes Average Time to answer: 4 minutes Offline Messages Voice # Calls in queue Longest Wait Current State Voicemail # Vmails in Queue Number of emails in your queue or the number of messages you are set up to receive (agent-specific) Number of calls taken by the agent. Number of calls in the queue for all the workgroups that the agent is assigned to. Example: Agent is member of workgroup 1. Example: 4 calls 1 ACD Call: 30 minutes talk time 1 Outbound call: 10 minutes 1 Inbound call: 14 minutes 1 Web Callback call: 15 minutes Talk time is 69 minutes Time to Answer Average time taken to answer for all types of interactions for all the workgroups to which the agent is assigned. This period is calculated by including all the calls in all the workgroups to which the agent is assigned. This is agent specific and does not include the workgroup totals.Steps for Call Centre On Demand This label Session Last Update Logged in for Talk Time Shows the following information Last time statistics were updated (agent-specific) Login duration time (agent-specific) Duration of the talk time for all the agent's phone interactions. The longest time that a call has been in the queue.

To see the interaction history 1 2 3 4 Select the activity. Interaction histories are stored as attachments to the activity records. click the specific link in the history. for example. called an interaction history. you can click this link to review the reply you sent to an email: Saving the transcript of the email reply. Click View in the Interaction History row. Monitoring Agents Before you begin. Unavailable and so on. scroll down to the Attachments sections. Number of ACD emails taken by the agent. for example. Unavailable and so on. Available.Communications This label Current State Email # Emails in Queue Current State Shows the following information Indicates the status of ACD voicemails. Viewing Interaction Histories Call Centre On Demand tracks what happens to each customer interaction in a separate file. priority and routing for the voicemail. For ACD emails (agent-specific). You can use the monitor feature as a coaching tool to help agents best deal with customer issues. To see further details. When you monitor an agent. On the Detail page. To perform this procedure. Similar to a log file. For example. Number of ACD emails in the queue for all the workgroups to which the agent is assigned. Available. During the session. they do not know when you are listening to their communications. 228 CRM On Demand Online Help Release 15 . the interaction history includes information as such the agent. you have the option to just listen or to take control of the call. you need to be set up as a Supervisor in Call Centre On Demand.

Whisper. Close. navigate to Supervisor > Monitor. You sign out the agent from the application. the wav file is stored as an attachment to this activity in the interaction history. Both the agent and customer hear you. 3 Select the monitoring or recording control for the current call: Listen. In the Monitor Agent window. You take control of the phone call with the customer. select the Agent Name. TIP: To find the agent in the list. From and To fields and click Search. NOTE: Recordings made by the agent are available in the Interaction History. 2 In the Recordings window. You can hear the conversation. When you stop recording. The customer cannot hear you. To listen to an agent's recording 1 In the Communication Tools section in the Action bar. Log Out Agent. When you select this option. You can hear the conversation and coach the agent. You stop the recording and close the Recordings window. complete the User. Join. use the Search for an Agent field. Record/Stop Recording. This displays the recordings made by the supervisor while monitoring an agent. Use this option for signing out remote agents that have left their workstation. but neither the customer nor agent can hear you. You join the conversation. You can also use the calendar icons to complete the From and To fields. You can play the selected recording. a message appears asking you if you want to disconnect the channel.Steps for Call Centre On Demand To monitor an agent's call 1 2 In the Communication Tools section in the Action bar. TIP: To find the recording in the list. select the recording. CRM On Demand Online Help Release 15 229 . click Supervisor and select Recordings. 3 Select the recording control for the current recording: Play. Selecting Yes disconnects the phone call the agent was on. Take Over. This disconnects the agent from the call and the Wrap Up form appears on the agent's screen. You record the conversation.

For a description of the standard lists. From the Activities List Page. On the Task Edit page. click the drop-down list and select an item. For activities beginning with numbers. You can also select an interaction to review or update. Using the drop-down menu. In the title bar. and then click New List. Call Centre On Demand Toolbar Call Centre On Demand adds two areas to the Action bar: Communication Tools and Voice Controls. Calendar or Home pages. The of activities drop-down list contains all filtered lists available to you. Click New Task on the title bar. The drop-down list contains both standard lists distributed with the application and custom lists for your company. You cannot delete Call Centre On Demand Activities from the Communications Tab. This opens the Detail page. The following table describes what you can do from the Communications List Page: To perform this Create a filtered list Create a task record Find an activity Page through the list Show more/fewer records Complete the following steps Click the Manage Lists link in the Contacts title bar. Click the Subject column header. enter the required information and save the record. This table describes the options you might see in these two areas. View activity details View all activities at your company Click the Subject for the activity you want to view. you can also switch to another list. select the number of records to be seen at any one time. NOTE: Activities include Appointments.Communications Communication Activities List Page (Call Centre On Demand) The Activities List page for Call Centre On Demand shows the subset or list of customer interactions that you selected in the Communication Homepage. 230 CRM On Demand Online Help Release 15 . depending on your responsibilities. Tasks and Communication Activities. you can review multiple interactions at a glance. Click the Previous or Next links. In the Number of records displayed drop-down list at the bottom of the page. Then click on a letter in the alphabet bar. see the Communications Lists Section table in Communication Homepage (on page 212). View a different subset Click the drop-down list on the title bar and change the selection. This opens a wizard to guide you through the process. click 0-9.

Records the active call. Voicemail or Email Detail pages. which is saved as a wav file and can be played on your local media player. NOTE: Company administrators can customise your application in a variety of ways. Allows you to change the phone from which you accept incoming calls as well as other settings. Specific to each of the two phone lines in use. Accepts callbacks (used when working On Hook). Therefore. Communication Activity Fields (Call Centre On Demand) When you click Edit from the Call. such as changing names for record types. The following table provides additional information regarding some fields. group or external source. which allows you to make an outbound call to an external source. the Activity Edit page opens with information carried over from the Wrap Up form for the activity. see Reviewing Your Statistics (on page 226). NOTE: All times are shown in number of seconds. Declines a callback or declines a call routed to you. Allows you to place an internal call or outbound call. Ends an active call. Not all fields in the application can be edited. CRM On Demand Online Help Release 15 231 . Tracks your session statistics. Allows supervisors to monitor and record agent's calls and listen to Agent's recordings.Communication Activity Fields (Call Centre On Demand) Button Communication Tools Available/Unavailable Dial Supervisor User Preference Statistics Voice Controls Answer Decline Hangup Hold Transfer Record Description Allows you to change your work status from either Available to Unavailable for accepting phone calls. Places a call on hold. fields and options in drop-down lists. the information that you see on-screen might differ from the standard information described in this table. Transfers an active call to another agent. Click this button a second time to return to the call. For more information.

For emails. Time in seconds that the agent spends in wrap up (with the Wrap Up form open). Name of group to which the interaction is routed. Time. Time in seconds that the customer is selecting options from the menu prompts. this shows 0. 232 CRM On Demand Online Help Release 15 . See Destination in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). See Status in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). See Activity Subtype in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). See Owner in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). Time. date and timestamp that the communication is wrapped up. See Resolution Code in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). See Origin in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). date and timestamp the communication is assigned to the agent. See Subject in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225).Communications Field Description Key Activity Information Owner Subject Priority Origin Destination Status Type Activity Subtype Resolution Code Key Statistics Queue Hold Time Start Time End Time Total Hold Time Assigned Queue IVR Time Interaction Time Wrap Up Time Handle Time Queue Hold Time Time in seconds that the interaction is in the queue before it is assigned to an agent. See Type in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). Sum of interaction time and wrap up time. Time in seconds that the caller is selecting options from the menu prompts combined with queue hold time. See Priority in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). Time in seconds that the caller is on hold after entering IVR information. Time in seconds between start time and end time.

See Description in Wrapping Up Communications Activitie (see "Wrapping Up Communication Activities" on page 225)s. Call. Voicemail and Email Detail Pages Field Related Items Description See Related Items in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). Voicemail and Email Detail Pages Click a topic to see instructions for performing the following from the Call. Voicemail or Email Detail page: Viewing Interaction Histories (on page 228) Linking Records to Your Selected Record (on page 32) Attaching Files and URLs to Records (on page 58) CRM On Demand Online Help Release 15 233 .Call. Additional Information Modified By Description See Modified By in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225).

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MedEd Lists Section The MedEd Lists section shows the following information: MedEd Lists. arranged in alphabetical order. This page provides a window to event information relevant to you and contains several sections. All standard lists are public and can be viewed by everyone. the MedEd tab might be excluded from your setup. Filtered lists are subsets or groups of events that allow you to limit the number of events to work with at a time. The following table describes the standard lists that are available by default. click the picklist to see all the available lists and make your selection. You and your managers can create additional lists based on different criteria. click any list. The first 6 filtered lists (by default). These custom lists appear in alphabetical order above the standard set of lists. MedEd Homepage The MedEd Homepage is the starting point for managing MedEd events. Then. If a previously created list does not appear on the MedEd Homepage. The application comes with a set of standard lists. NOTE: Your company administrator determines which tabs are available to you. CRM On Demand Online Help Release 15 235 .C H A P T E R 1 2 12 MedEd Use the MedEd pages to plan and track medical education events. If your job responsibility does not include tracking MedEd events. A medical education event can be as simple as a lunch-and-learn session in a doctor's office or as complex as a seminar series or national sales meeting. on the MedEd List page.

Link that takes you to the page where you can review the entire list of created filtered lists. sorted by due date and then priority. In Progress or Planned Start Date falls in the range of 30 days before today to 60 days after today. Link for expanding the list of event-related tasks. List of the most recently modified events. sorted by the created date All events. Priority for tasks as set by you or your manager. MedEd-Related Tasks Section The Event-Related Tasks section shows the tasks assigned to you. The list of filtered lists on the Manage Lists page includes the standard lists. Click the link to review the task. It also shows the following information: Due Date. Subject. or Planned and with Start Date that falls within the current month. All events. Title of task. or view. although you cannot edit or delete them (you can only view them). Arrow symbol. Show Full List. see Working with Lists (on page 39). An upward pointing red arrow indicates high priority.MedEd MedEd List All Current Events Filters Events that meet both of the following conditions: Status = Active. a downward pointing green arrow indicates low priority and no arrow indicates medium priority. 236 CRM On Demand Online Help Release 15 . sorted by the modified date Events with your name in the Owner field All Recently Created Events All Recently Modified Events My Events For information on viewing or creating these lists. Manage Lists. Date task is due as set by you or your manager. create a new list. Show Full List. In Progress. sorted alphabetically on event name Events with Status = Active. edit or delete an existing list. Recently Modified Events Section The Recently Modified Events section shows the following information: Recently Modified Events list. All Events All Events This Month All events. Link for expanding the list of recently modified events.

Steps for MedEd Events Related Information See the following topics for related MedED information: Steps for MedED Events (on page 237) MedED Fields (on page 240) Steps for MedEd Events Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) (new events) Updating Record Details (on page 31) NOTE: You cannot edit or delete events with a Status of Completed. Therefore. the information that you see might differ from the standard information described in the online help. Related Information See the following topics for related MedEd information: MedED Fields (on page 240) MedED Homepage (on page 235) MedED List Page (on page 238) CRM On Demand Online Help Release 15 237 . fields and options in picklists. you may not be able to perform all procedures described in the preceding list. such as changing names for record types. see Working with Records (on page 14). Also. depending on your access level. Linking Records to Your Selected Record (on page 32) Tracking Invitees to Medical Education Events (on page 238) For additional procedures that are common to all records. Working with Lists (on page 39) Transferring Ownership of Records (on page 51) Deleting and Restoring Records (on page 63) NOTE: Company administrators can customise your application in a variety of ways.

MedEd Tracking Invitees to Medical Education Events You can track invitees to the medical education event and store feedback about the event invitation. Click Edit in the Invitees title bar to update the status. To perform this Create a filtered list Complete the following steps On the MedEd List title bar. Use the Search for a Contact window to create a new contact or select an existing one to add as an invitee. Using the drop-down menu. MedEd List Page The MedEd List page shows the subset or list of events that you selected in the MedEd Homepage. you can also switch to another event list. 238 CRM On Demand Online Help Release 15 . click Menu. 3 On the Invitees page. The picklist contains both standard lists distributed with the application and custom lists for your company. To track invitees to a medical education event 1 Select the MedEd event. For instructions on selecting MedEd events. 2 On the MedEd Details page: Click Add in the Invitees title bar to add invitees to the event. select Manage Lists. The Type and YTD Sales are carried over from the contact record. The following table describes what tasks you can perform from the MedEd List page. and then click New List. Follow the steps in the New MedEd Event List wizard and click Finish when you are done. c 4 Save the record. see Finding Records (on page 17). you can review multiple events at a glance. For a description of the standard lists. From the MedEd List Page. On the Invitees page. select the status. session details and comments for an existing invitee. see the MedEd Lists Section table in MedEd Homepage (on page 235). update the information: a b Click the Lookup icon in the New Contact column.

On the MedEd List title bar. On the MedEd List title bar. click the picklist and change the selection. Select the record. On the MedEd List title bar. enter the required information and save the record. click Menu and select Export List. On the MedEd List title bar. For events beginning with numbers. click Menu and select Show List Filter in the MedEd List title bar. Complete the steps described in Exporting Records in Lists (on page 50). Then click on a letter in the alphabet bar. click New Event. On the MedEd List title bar. select a number of records to see at one time. Related Information See the following topics for related MedED information and topics of interest: MedED Homepage (on page 235) MedED Fields (on page 240) Working with Lists (on page 39) Using Mail Merge for Word (on page 339) CRM On Demand Online Help Release 15 239 . In the Number of records displayed list at the bottom of the page. click 0-9. On the MedEd List title bar. click the picklist and change the selection. click Menu and select Manage Lists. On the MedEd List title bar.MedEd List Page To perform this Create an event Create a new MedEd list Export the list Find an event Manage all the MedEd lists Page through the list Refine the search criteria for the list Show more or fewer records Show the key information and filter information for the list Update an event View a subset of events View all events Complete the following steps On the MedEd List title bar. Complete the steps described in Creating and Refining Lists (on page 44). click Menu and select Refine List. Complete the steps for your required task described in the Manage Lists Page (on page 48). click Menu and select Create New List. Click the Previous or Next links. On the MedEd Edit page. Click the Name column header to sort the data. Complete the steps described in Creating and Refining Lists (on page 44). Complete the steps described in View List Page (on page 49). update the event and save the record. On the Edit page.

The MedEd Edit page shows the complete set of fields available for an event. Product that you want to highlight during the event. To add product categories. NOTE: Company administrators can customise your application in a variety of ways. up to 50 characters. Budget amount in the currency that you specify. In Progress. but your Administrator can expose it in the custom layout. NOTE: A MedEd event with a Status of Completed becomes read-only. Target date for sending out confirmation about the event to the invitees. Defaults to one hour later than the current date and time. but not both.MedEd MedEd Fields Use the MedEd Edit page to add a medical event or update details for an existing event. Default values are CD_ROM Presentation. Cancelled. The default is set to the System currency. Lunch and Learn. the information that you see might differ from the standard information described in this table. Number of Continuing Medical Education (CME) credits for this event. Conference. The status of the medical event. Therefore. but not both. Rounds. Inactive and Planned. Completed. This field is not exposed in the default page layout. Symposium. your company administrator navigates to Admin and clicks Content Management. Required field by default. Meeting. fields and options in picklists. To add products. your company administrator navigates to Admin and clicks Content Management. Hospital Display. Journal Club. Type The type of medical event. Default values are Active. Tradeshow and Trading. Required field by default. Required field by default. such as changing names for record types. You can select either the product or the product category. Max Attendees CME Credit Maximum number of invitees allowed to attend this event. Limit of 30 characters. You can select either the product or product category. Field Description Event Detail Information Name Location Start Date End Date Confirm Date Status Name of the event. The following table provides additional information regarding some fields. Your Administrator sets the currency using the Activity Currency field. Defaults to the current date and time. Seminar. Product Category Product category that you want to highlight during the event. Budget Product 240 CRM On Demand Online Help Release 15 . Limit of 100 characters.

Related Information See the following topics for related MedED information: MedED Homepage (on page 235) Steps for MedED Events (on page 237) CRM On Demand Online Help Release 15 241 . Required field by default. Name of the person who creates or updates the record. access levels can be adjusted to restrict or expand a user's access. the owner can update record details or delete the record. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). Objective Session Details Modified By Description Limit of 500 characters. followed by the date and time when the record is created or updated. Limit of 250 characters. However. Limit of 500 characters. Generally. System-generated. Details regarding session.MedEd Fields Field Description Additional Information Owner Person assigned to this record.

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Funds can be marketing development funds. Fund Lists Section The Fund Lists section shows the following information: CRM On Demand Online Help Release 15 243 . and add attachments and notes to the fund. As a fund manager. trade promotion funds and so on. and can approve or reject these fund requests. They can also submit pre-approval and claim requests against the funds in which they are listed as participants. you create a fund record. update and track funds. NOTE: Fund requests in which the Status field is Claim Approved are final and cannot be further edited. When you create a fund record. create credit and debit entries.C H A P T E R 1 3 13 Funds Use the Funds pages to create. Fund owners can update or delete fund records. add other users as fund participants. If your job responsibility does not include working with funds. Fund managers can view and edit all fund requests against the funds that they own. Fund participants can view the fund record. About Funds Funds enable you to manage a set of activities for pre-approval and claims processing of marketing funds. but they cannot edit it. co-op funds. Funds Homepage The Funds Homepage is the starting point for managing funds and fund requests. This page provides a window to fund information relevant to you and contains several sections. the Funds tab might be excluded from your setup. you become the owner of the fund. NOTE: Your company administrator determines which tabs are available to you. or the fund manager.

Pre-Approved Req. or view. although you cannot edit or delete them (you can only view them).Funds Fund Lists. The first 4 filtered lists (by default). on the Funds List page. If a previously created list does not appear on the Funds Homepage. The list of filtered lists on the Manage Lists page includes the standard lists. All standard lists are public and can be viewed by everyone. Fund List Filters All Funds All Active Funds All the funds that you and your subordinates own All the funds that you and your subordinates own with a Status of Active Funds with your name in the Owner field Funds with your name in the Owner field and with a Status of Active My Funds My Active Funds For information on viewing or creating these lists. Claim Req. and make your selection. Show Full List. Link that takes you to the page where you can review the entire list of created filtered lists. These custom lists appear in alphabetical order above the standard set of lists. Fund Request Lists Section The Fund Request Lists section shows the following information: Fund Request Lists. The following table describes the standard lists that are available by default. The application comes with a set of standard lists. Link for expanding the list of recently modified funds. The first 4 filtered lists (by default). create a new list. Filtered lists are subsets or groups of fund requests that allow you to limit the number of fund requests to work with at a time. You and your managers can 244 CRM On Demand Online Help Release 15 . edit or delete an existing list. Due Date and Status. The application comes with a set of standard lists. Then.. see Working with Lists (on page 39). click any list. Filtered lists are subsets or groups of funds that allow you to limit the number of funds to work with at a time.. click the picklist to see all the available lists. Pending Fund Requests Section The Pending Fund Requests section shows the following information: Fund Request Name. arranged in alphabetical order. All standard lists are public and can be viewed by everyone. arranged in alphabetical order. You and your managers can create additional lists based on different criteria. List of your pending fund requests. Manage Lists.

These custom lists appear in alphabetical order above the standard set of lists. If a previously created list does not appear on the Funds Homepage.Open Activities The Fund Request . Subject and Fund Request.Open Activities section shows the following information: Due Date. click any list. although you cannot edit or delete them (you can only view them).Funds Homepage create additional lists based on different criteria. and make your selection. Then. All fund requests that you own with Status = Pre-Approval Submitted. Fund Request List Filters All Fund Requests All the fund requests that you and your subordinates own Fund requests with your name in the Owner field All fund requests that you own with Status = Pre-Approved. Related Information See the following topics for related Fund information: Steps for Funds (on page 246) About Funds (on page 243) Fund Fields (on page 254) CRM On Demand Online Help Release 15 245 . on the Fund Request List page. create a new list. Fund Request . Activity. Show Full List. click the picklist to see all the available lists. The following table describes the standard lists that are available by default. List of the activities linked to your fund requests. Link for expanding the list of recently modified funds. The list of filtered lists on the Manage Lists page includes the standard lists. or view. My Fund Requests My Approved Fund Requests My Pending Fund Requests Manage Lists. edit or delete an existing list. Link that takes you to the page where you can review the entire list of created filtered lists.

Related Information See the following topics for related Fund information and topics of interest: About Funds (on page 243) Funds Homepage (on page 243) Fund Fields (on page 254) 246 CRM On Demand Online Help Release 15 .Funds Steps for Funds Click a topic to see step-by-step procedures for performing the following: Creating Funds (on page 247) Adding Fund Participants (on page 247) Adding Credits to Funds (on page 248) Processing Requests for Funds (on page 248) Processing Claims (on page 251) Applying Debits Against Funds (on page 252) Reviewing Fund Activity (on page 252) Viewing Audit Trails for Funds (on page 252) For additional procedures that are common to all records. Therefore. the information that you see might differ from the standard information described in the online help. fields and options in picklists. you can create and update fund requests. Linking Records to Your Selected Record (on page 32) Working with Lists (on page 39) Transferring Ownership of Records (on page 51) Adding Notes (on page 55) Attaching Files and URLs to Records (on page 58) Deleting and Restoring Records (on page 63) Customising the Audit Trail (on page 573) NOTE: Company administrators can customise your application in a variety of ways. you may not be able to perform all procedures described in the preceding list. such as changing names for record types. depending on your access level. see Working with Records (on page 14): Creating Records (on page 14) Updating Record Details (on page 31) NOTE: You can update a fund record if you are its owner. If you are a fund participant. Also.

For users to appear on the list of eligible fund participants. see Finding Records (on page 17). depending on what you are working on and what you need to do. For a description of all the methods. Before you begin. 2 On the Fund Detail page. From the list. You can access this form from different areas within the application. You then need to add fund participants. they must first be set up as active users of Siebel CRM On Demand High-Tech Edition. you become the owner by default. see Fund Fields (on page 254). see Creating Records (on page 14). To create a fund using the Create box 1 2 3 4 From any page. In the New Fund form. which allows you to add the record while continuing with your work in the main area of the application. Adding someone as a fund participant allows that person to view the fund record and submit fund requests against the fund. For instructions on selecting funds. CRM On Demand Online Help Release 15 247 . Save the record. Adding Fund Participants When you create a fund record. This section describes one method for creating a fund.Steps for Funds Reports (on page 347) Tracking Assets (on page 131) Creating Funds From within Siebel CRM On Demand High-Tech Edition. you create a fund by entering information in a form. To add a fund participant 1 Select the fund. scroll down to the Fund Participants section and click Add Participant. click the Fund link. For information on the fields. enter the required information. go to the Create box in the left Action bar.

On the Fund Credit Edit page. see Finding Records (on page 17). rename or delete fields. 4 Save the record. create a fund request and submit it to the fund manager for approval. enter the required information. To track the stage of the fund request. On the Fund Request Edit page. For instructions on selecting funds.Funds 3 On the Add Fund Participant page. click the Lookup icon and select the user. The user list consists of all people using Siebel CRM On Demand High-Tech Edition. Adding Credits to Funds To make funds available. see Finding Records (on page 17). The Credit Name has a limit of 30 characters. enter the required information. you and your fund manager update the Status field. Processing Requests for Funds When you want to start using some of the fund amount. scroll down to the Fund Requests section and click New. For instructions on selecting funds. add credit to the fund. scroll down to the Fund Credits section and click New in the title bar. The following table describes field information for fund requests. 2 3 On the Fund Detail page. 248 CRM On Demand Online Help Release 15 . To submit a request for pre-approval 1 Select the fund. Your administrator can add. so the fields you see might differ from those in this table. 2 3 On the Fund Detail page. To add a credit to a fund 1 Select the fund.

The current status of the Fund Request. Samples. In Progress. Required field. Europe. Joint Marketing. None. North America. Executive Event. this field contains the amount granted to the participant. Required field. The name of the linked Fund. the participant claims the amount spent to complete the task using this field. Promotion. Region Category Fund Request Detail Information Pre-Approval Req. Required field. Northern Europe. Claim Req. Middle East. Default options are Partner Incentive. Joint Advertising. Used by the Fund Manager. Trade Show or Training.Steps for Funds Field Description Key Fund Request Information Fund Request Name Fund Status The name of the Fund Request. Default options are Claim Approved. Used by the Fund Manager. Branding. Limit of 50 characters. Default options are Africa. Claim Denied. field. Defaults to today's date. Use to link a campaign with a fund. Latin America. Due Date Campaign Marketing Purpose Required field. Pre-Approval Denied. this field contains the amount approved based on the amount claimed. Direct Mailing. Competitive Positioning. Pre-Approval Submitted or Pre-Approved. Seminar. Default options are Advertising. Spiff. South America. Granted The amount of funds that you need to execute your tasks. based on the amount requested in the Pre-Approval Req. Fund participants can change the status to: In Progress. Claim Submitted. Displays. Used by the Fund Manager. Southern Europe or Worldwide. Customer Event. New Product Launch or Customer Retention. Pre-Approval Submitted or Claim Submitted. Asia/Pacific. this field contains the date on which the Fund Manager approved the fund request amount. Other. Date by which you need to have the fund request approved. Other. Approved Request Date Pre-Approval Date CRM On Demand Online Help Release 15 249 . After the task is completed.

followed by the date and time when the record is created or updated.Funds Field Description Claim Decision Date Used by the Fund Manager. To pre-approve a fund request 1 2 3 On the Funds Homepage. Description 4 5 For Status. However. select Pre-Approval Submitted. The fund request record appears in the Pending Fund Requests section on the fund manager's Funds Homepage. this field contains the date on which the Fund Manager approved the fund claim amount. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). On the Fund Request Edit page. 4 Save the record. click the Edit button. the owner can update the record. The currency in which the fund was requested. System-generated. select the fund request from the Pending Fund Requests section. transfer the record to another owner or delete the record. 250 CRM On Demand Online Help Release 15 . Modified By Name of the person who creates or updates the record. Update the Status field to Pre-Approved. perform the following: a b c Enter the appropriate date in the Pre-Approval Date field. Enter the amount that you approve in the Granted field. Save the record. access levels can be adjusted to restrict or expand a user's access. Limit of 250 characters. Fund Request Currency Additional Information Owner Generally. On the Fund Request Detail page.

field. For instructions on selecting fund requests. 4 Save the record.Steps for Funds Processing Claims Once the Fund Manager approves the fund request and you complete the task for which you requested the fund. click the Edit button. perform the following: a b c Enter the amount that you approve in the Approved field. perform the following: a b c Enter the amount that you are claiming in the Claim Req. Enter the date in the Claim Decision Date field. Select Claim Approved from the Status field. NOTE: After a claim is approved. Select Claim Submitted from the Status field. After you submit the claim. On the Fund Request Edit page. you are ready to submit a claim. 2 3 On the Fund Request Detail page. For instructions on selecting fund requests. To submit a claim 1 Select the pre-approved fund request for which you want to submit a claim. To approve a claim 1 Select the fund request for which you want to approve a claim. see Finding Records (on page 17). After a claim is approved. 2 3 On the Fund Request Detail page. and then click the Edit button. it appears in the Fund Debits section of the fund record. On the Fund Request Edit page. review the amount being claimed in the Claim Req. field. Enter an appropriate date in the Due Date field. 4 Save the record. see Finding Records (on page 17). you can no longer edit the fund request. CRM On Demand Online Help Release 15 251 . the Fund Manager can review and approve it.

2 On the Fund Detail page. Claim Decision Date. for all your company's funds and fund requests. scroll down to the Audit Trail section. create a debit record. Granted. Pre-Approval Date. To review a fund's activity 1 Select the fund. 2 3 On the Fund Detail page. see Finding Records (on page 17). Claim Req. Partner. By default. The list traces each activity concerning the fund. Due Date. Reviewing Fund Activity You can review the fund activity for records that you manage. scroll down to the Fund Debits section and click New in the title bar to create a debit entry. the following fields are audited. and Status 252 CRM On Demand Online Help Release 15 . or if you are the fund administrator at your company. On the Fund Debit Edit page.. your company administrator can customise these default fields as described in Customising the Audit Trail (on page 573): For Funds: Owner. For instructions on selecting funds. including transactions. however. Pre-Approval Req.Funds Applying Debits Against Funds To deduct an amount from the fund. enter the required information. dates and people involved. see Finding Records (on page 17). Owner. The Fund Request Name has a limit of 50 characters. For Fund Requests: Approved. To apply a debit against a fund 1 Select the fund. Fund. Viewing Audit Trails for Funds Your company administrator determines which Fund fields (if any) are audited. For instructions on selecting funds. You can view the audit trail that tracks the changes made to the audited fields. This allows you to monitor and track fund activity. Status and Target Amount.

see the Fund Lists Section table in Funds Homepage (on page 243). For a description of the standard lists.Funds List and Fund Requests List Page Before you begin. On the Edit page. click Menu and select Create New List. The Fund audit trail is not displayed by default. From the list pages. To add it to the Fund Detail page. On the Funds List or Fund Requests List title bar. your company administrator must grant read-only access to the related information for Funds for your role. click the Manage Lists link and select New List. 2 On the Fund Detail page. On the Funds List or Fund Requests List title bar. scroll down to the Audit Trail section. Create a Fund or Fund Request record Create a new Fund list or Fund Request list Export the list CRM On Demand Online Help Release 15 253 . who made the update. click New Fund or New Fund Request. enter the required information and save the record. On the Funds List or Fund Requests List title bar. To perform this Create a filtered list Complete the following steps On the Funds List or Fund Requests List title bar. click Menu and select Export List. you can also switch to another list. Then you must click the Edit Layout link on the Opportunity Detail page and add the Audit Trail as a Related Information section (see Changing Your Detail Page Layout (on page 303)). The following table describes what tasks you can perform from both the Funds List and Fund Requests List pages. and the new and old values in the field. The picklist contains both standard lists distributed with the application and custom lists for your company. Using the drop-down menu. and click Finish when you are done. Complete the steps described in Creating and Refining Lists (on page 44). Funds List and Fund Requests List Page The Funds and Fund Requests List pages show the subset or list you selected in the Funds Homepage. see Finding Records. you can review multiple funds or fund requests at a glance. Complete the steps described in Exporting Records in Lists (on page 50). For more information on selecting funds. To view the audit trail for a fund 1 Select the fund. Each row shows the date that the record is updated. Follow the steps in the New Funds List or the New Fund Request List wizard.

select the record.Funds To perform this Find a Fund or Fund Request list Manage all Fund lists or Fund Request lists Page through the list Refine the search criteria for the list Show more or fewer records Show the key information and filter information for the list Update a fund or a fund request View a subset of funds or fund requests View all funds Complete the following steps Click the Fund Name or Fund Request Name column header to sort the data. click Menu and select Refine List. Click the Previous or Next links. Complete the steps described in View List Page (on page 49). In the Number of records displayed list at the bottom of the page. update the fund or the fund request record and save the record. click Menu and select Show List Filter. click 0-9. On the Funds List or Fund Requests List page. The Fund Edit page shows the complete set of fields for a fund record. 254 CRM On Demand Online Help Release 15 . Related Information See the following topics for related Fund information: About Funds (on page 243) Funds Homepage (on page 243) Fund Fields (on page 254) Working with Lists (on page 39) Fund Fields Use the Fund Edit page to add a fund or update details for an existing fund. On the Funds List or Fund Requests List title bar. Then click on a letter in the alphabet bar. On the Funds List or Fund Requests List title bar. On the Funds List or Fund Requests List title bar. On the Funds List or Fund Requests List title bar. Complete the steps for your required task described in the Manage Lists Page (on page 48). On the Funds List or Fund Requests List title bar. click the picklist and change the selection. click Menu and select Manage Lists. specify how many records you want to see at one time. For funds beginning with numbers. Complete the steps described in Creating and Refining Lists (on page 44). click the picklist and change the selection. On the Edit page.

The sum of all the fund credits that are created in the Fund Credits section. Once the Fund Manager approves a Fund Request. Default options are Active. The name of the fund. This is the sum of all the fund debits that are created in the Fund Debits section. Limit of 250 characters. Description Balance Total Pre-Approved Balance after Pre-Approvals Additional Information Owner Generally. Value is: (Total Credits . Read-only field. However. a debit record is automatically created in the Fund Debit section. Read-only field. System-generated. transfer the record to another owner or delete the record.Total Debits). Accounts must have the Partner field checked for them to appear in this selection list. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). fields and options in picklists. access levels can be adjusted to restrict or expand a user's access. Required field. Value is: (Total Credits . The total sterling amount targeted for the fund. Modified By Description Name of the person who last updated the record followed by the date and time this occurs. Field Key Fund Information Fund ID Fund Name Start Date End Date Status Partner Target Amount Total Credits Total Debits The Fund identifier.Total Pre-Approved). The sum of all the Fund Requests approved for a given Fund. Read-only field. Required field. the information that you see might differ from the standard information described in this table. Therefore. Once a Fund Claim is approved. Time period for which the fund is valid. In Progress or Suspended. The following table provides additional information regarding some fields. Closed. such as changing names for record types. the value is reflected in this field. Read-only field.Fund Fields NOTE: Company administrators can customise your application in a variety of ways. Limit of 50 characters. the owner can update the record. CRM On Demand Online Help Release 15 255 . Read-only field.

Funds Related Information See the following topics for related Fund information: About Funds (on page 243) Funds Homepage (on page 243) Steps for Funds (on page 246) 256 CRM On Demand Online Help Release 15 .

About Households A household is a group of contacts generally sharing a common link or association. Household Lists Section The Household Lists section shows the following information: Household Lists. Households provide valuable segmentation information on the household as a whole. NOTE: Your company administrator determines which tabs are available to you. the Households tab might be excluded from your setup. You and your managers can create additional lists based on different criteria. Household Homepage The Household Homepage is the starting point for managing households. You can use the Households pages to identify and capture demographic information about a household. as well as a summary of information about the household member contacts. A household allows contacts to be grouped together and their related information to be rolled up from the contacts linked to the household. The application comes with a set of standard lists. You can also view contact information related to that household. brokerage accounts and life insurance policies. arranged in alphabetical order.C H A P T E R 1 4 14 Households Use the Households pages to create. The first 2 filtered lists (by default). If your job responsibility does not include tracking household information. All standard lists are public and can be viewed by everyone. This page provides a window to household information relevant to you and contains several sections. such as financial accounts. You can also use the Households pages to review customer's portfolio accounts. update and track household records. These custom lists appear in alphabetical order above the standard set of lists. Filtered lists are subsets or groups of households that allow you to limit the number of households to work with at a time. CRM On Demand Online Help Release 15 257 .

The following table describes the standard lists that are available by default. Household List All Households All Recently Modified Households Filters None All households. Link for expanding the list of recently modified households. Related Information See the following topics for related Household information: Steps for Households (on page 258) About Households (on page 257) Household Fields (on page 262) Steps for Households Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) (new households) Profiling Households (on page 259) Tracking Household Members (on page 260) For additional procedures that are common to all records. edit or delete an existing list. or view. and make your selection. Manage Lists. Then. Recently Modified Household Section The Recently Modified Household section shows the following information: Recently Modified Households list. see Working with Records (on page 14): 258 CRM On Demand Online Help Release 15 . create a new list. click the picklist to see all the available lists. Link that takes you to the page where you can review the entire list of created filtered lists. For information on viewing or creating these lists. see Working with Lists (on page 39). Show Full List. sorted by the modified date. although you cannot edit or delete them (you can only view them).Households If a previously created list does not appear on the Household Homepage. List of the most recently modified households. click any list. on the Household List page. The list of filtered lists on the Manage Lists page includes the standard lists.

fields and options in picklists. Related Information See the following topics for related Household information: About Households (on page 257) Household Homepage (on page 257) Household Fields (on page 262) Profiling Households You can profile households by updating the information in household records. CRM On Demand Online Help Release 15 259 . 2 3 On the Household Detail page. Therefore.Steps for Households Linking Records to Your Selected Record (on page 32) (such as portfolio accounts) Working with Lists (on page 39) Transferring Ownership of Records (on page 51) Adding Notes (on page 55) Attaching Files and URLs to Records (on page 58) Deleting and Restoring Records (on page 63) Merging Records (on page 54) Sharing Records (Teams) (on page 52) NOTE: Company administrators can customise your application in a variety of ways. you may not be able to perform all procedures described in the preceding list. fill in the information. click Edit. For instructions on selecting households. Also. For a description of the fields. see Finding Records (on page 17). such as changing names for record types. On the Household Edit page. To profile a household 1 Select the household. the information that you see might differ from the standard information described in the online help. depending on your access level. see Household Fields (on page 262).

click the Lookup icon in the New Contact field. for example: Head. Drill down in the New Contact field to select a contact. Spouse. scroll down to the Contacts section and click Add. Relationship Rollup 6 7 Click Save on the Contact List page. and then select the relation to the household for the contact in the Relationship picklist. select the relation to the household for the contact in the Relationship drop-down list. Total Net Worth or Total Income). The contact's relationship to the household. 2 3 4 5 On the Household Details page. This launches the Search for Contact window. On the Contact List page. Portfolios. Note: The Rollup checkbox on the Contact Detail page and the Household Detail page are the same. see Household Fields (on page 262). In the Search for Contact window. so a change on one page is reflected in the other page. Activities or Notes. For instructions on selecting household records. Select the contact in the Search for Contact window. Child. For information on Household fields. On the Contact List page. Boss and so on. or for any related list such as Opportunities. In-Law. 2nd Generation Child. Contacts not selected are not rolled up into any of the totals for households. Field Description New Contact The contact name for the household. To track household members 1 Select the household record. see Finding Records (on page 17). Rollup is selected by default. You can select many predefined relationships.Households Tracking Household Members To track members for households. 260 CRM On Demand Online Help Release 15 . Select the Rollup checkbox to select a subset of contacts to rollup into the household financial totals (for example. select a contact. add them as contacts within the household.

Follow the steps in the New Households List wizard and click Finish when you are done. In the Number of records displayed list at the bottom of the page. For households beginning with numbers. Complete the steps described in Creating and Refining Lists (on page 44). books or remove households from books Create a filtered list On the Household List title bar. the Household list Complete the steps described in Deleting and Restoring Records (on page 63). On the Household List title bar. click Menu and select Export List. Complete the steps described in View List Page (on page 49). click Menu and select Create New List. you can also switch to another household list. From the Household List page. Complete the steps described in Creating and Refining Lists (on page 44). Using the drop-down menu. Click the Name column header to sort the data. click Menu and select Batch Delete. click Menu and select Batch Assign Book. The picklist contains both standard lists distributed with the application and custom lists for your company. you can review multiple households at a glance. click Menu and select Refine List. On the Household List title bar. and then click New List. Export the list Find a household Manage all the Household lists Page through the list Refine the search criteria for the list Show more or fewer records Show the key information and filter information for the list On the Household List title bar. On the Household Edit page. click Menu and select Manage Lists. Complete the steps described in Exporting Records in Lists (on page 50). Click the Previous or Next links. To perform this Complete the following steps Add households to On the Household List title bar. On the Household List title bar. Then click on a letter in the alphabet bar. For a description of the standard lists. click Menu and select Show List Filter. select a number of records to see at one time. On the Household List title bar. enter the required information and save the record. Complete the steps for your required task described in Manage Lists Page (on page 48). click Menu and select Manage Lists. Create a household record Create a new Household list Delete all records from On the Household List title bar. The following table describes what you can do from the Households List page. click New Household. Complete the steps described in Assigning Records to Books (on page 619). On the Household List title bar. see the table in Household Homepage (on page 257). CRM On Demand Online Help Release 15 261 . click 0-9.Household List Page Household List Page The Household List page shows the subset or list of households that you selected in the Household Homepage.

262 CRM On Demand Online Help Release 15 . such as changing names for record types.Households To perform this Update a group of Household records in one go Update a household View a subset of households View all households Complete the following steps On the Household List title bar. On the Household List title bar. click the picklist and change the selection. update the household and save the record. The following table provides additional information regarding some fields. Related Information See the following topics for related Household information: About Households (on page 257) Household Homepage (on page 257) Household Fields (on page 262) Working with Lists (on page 39) Household Fields Use the Household Edit page to add a household or update details for an existing household. the information that you see might differ from the standard information described in this table. Additive fields. Non-totals fields. On the Edit page. click Menu and select Mass Update in the Household List title bar. Many fields on the Household pages are read-only because they are calculated from the contact records linked to the household with the Roll Up field selected. The Household Edit page shows the complete set of fields for a household. Field Description Key Household Information Household Name Primary Limit of 50 characters. such as Total Assets. such as addresses. On the Household List title bar. click the picklist and change the selection. Select the record. are usually rolled up from the primary contact in the household. Complete the steps described in Updating Groups of Records (on page 53). fields and options in picklists. NOTE: Company administrators can customise your application in a variety of ways. Read-only. are totalled from all contacts with the Roll Up field selected in the household. Therefore.

Segment Last Activity Head of Household DOB Read-only. Populated from contact record of the head of household. Unmarried Couple. Family . The total liabilities for all contacts that roll up into the household. Read-only.Senior Citizen. CRM On Demand Online Help Release 15 263 . Household Financial Profile Total Income Total Assets Total Expenses Total Liabilities Total Net Worth The total income for all contacts that roll up into the household. access levels can be adjusted by the Administrator to restrict or expand a user's access. Read-only. Own Residence. Rural. Single Parent Family. The total net worth for all contacts that roll up into the household. Read-only. The total expenses for all contacts that roll up into the household. Generally. Read-only. Reflects the date of the last activity linked to the household. Read-only. Retired and Other. Default values are: White Collar. Populated from contact record of the head of household.No Children. Investment Risk Profile Risk Profile Experience Level Investment Horizon Current Investment Mix Objective Populated from contact record of the head of household. Additional Information Primary Address Alternative Address Owner Read-only. Populated from contact record of the head of household. Mass Retail. Extended Family.Household Fields Field Description Household Detail Information Type Default values are: Family . Rural/Farming. Read-only. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). Pentamillionaires and Ultra High Net Worth. transfer a record to another owner or delete the record. Empty Nest.Children. Blue Collar. High Net Worth. Read-only. Tenant. Populated from contact record of the head of household. Single. Read-only. Read-only. Family. The total assets for all contacts that roll up into the household. Read-only. Read-only. However. the owner can update record details. Family . Read-only. Mass Affluent.

Related Information See the following topics for related Household information: About Households (on page 257) Household Homepage (on page 257) Steps for Households (on page 258) Sharing Records (Teams) (on page 52) 264 CRM On Demand Online Help Release 15 .Households Field Primary Goal Description Populated from contact record of the head of household. Read-only.

If your job responsibility does not include tracking portfolio account information. These custom lists appear in alphabetical order above the standard set of lists. the Portfolio tab might be excluded from your setup.C H A P T E R 1 5 15 Portfolio Accounts Use the Portfolio Account pages to create. All standard lists are public and can be viewed by everyone. You and your managers can create additional lists based on different criteria. update and track portfolio accounts. arranged in alphabetical order. This page provides a window to portfolio account information relevant to you and contains several sections. NOTE: Your company administrator determines which tabs are available to you. Portfolio Account Lists Section The Portfolio Account Lists section shows the following information: Portfolio Account Lists. The first 4 filtered lists (by default). Filtered lists are subsets or groups of portfolio accounts that allow you to limit the number of portfolio accounts to work with at a time. loan or a credit card Insurance contracts: a life insurance policy or an annuity Portfolio Account Homepage The Portfolio Account Homepage is the starting point for managing portfolio accounts. About Portfolio Accounts Portfolio accounts can represent: Financial accounts: a brokerage account. CRM On Demand Online Help Release 15 265 . The application comes with a set of standard lists.

create a new list. and make your selection. sorted by the modified date All portfolio accounts with your name in the Owner field All Recently Created Portfolio Accounts All Recently Modified Portfolio Accounts My Portfolio Accounts For information on viewing or creating these lists. click the picklist to see all the available lists. The following table describes the standard lists that are available by default. List of the most recently modified portfolio accounts. Related Information See the following topics for related Portfolio Account information: About Portfolio Accounts (on page 265) Portfolio Account Fields (on page 271) Steps for Portfolio Accounts (on page 267) 266 CRM On Demand Online Help Release 15 . edit or delete an existing list. click any list. Manage Lists. Link that takes you to the page where you can review the entire list of created filtered lists. sorted by the created date All portfolio accounts to which you have visibility. although you cannot edit or delete them (you can only view them). Link for expanding the list of recently modified portfolio accounts. or view.Portfolio Accounts If a previously created list does not appear on the Portfolio Account Homepage. see Working with Lists (on page 39). The list of filtered lists on the Manage Lists page includes the standard lists. Portfolio Account List Filters All Portfolio Accounts All portfolio accounts to which you have visibility All portfolio accounts to which you have visibility. Then. Show Full List. on the Portfolio Account List page. Recently Modified Portfolio Accounts Section The Recently Modified Portfolio Accounts section shows the following information: Recently Modified Portfolio Accounts list.

you may not be able to perform all procedures described in the preceding list. the information that you see might differ from the standard information described in the online help.Steps for Portfolio Accounts Steps for Portfolio Accounts Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) (new portfolio accounts) Updating Record Details (on page 31) Tracking Key Contacts for Portfolio Accounts (on page 268) Specifying Portfolio Subaccounts (on page 268) For additional procedures that are common to all records. fields and options in picklists. see Working with Records (on page 14): Linking Records to Your Selected Record (on page 32) (including referrals) Working with Lists (on page 39) Sharing Records (Teams) (on page 52) Transferring Ownership of Records (on page 51) Adding Notes (on page 55) Attaching Files and URLs to Records (on page 58) Deleting and Restoring Records (on page 63) Renaming Record Types (on page 587) Merging Records (on page 54) Steps for Calendars and Activities (on page 72) (working with activities) Setting Up Books (on page 615) Creating Web Applets (on page 565) NOTE: Company administrators can customise your application in a variety of ways. Related Information See the following topics for related Portfolio Account information: About Portfolio Accounts (on page 265) Portfolio Account Homepage (on page 265) Portfolio Account Fields (on page 271) CRM On Demand Online Help Release 15 267 . such as changing names for record types. depending on your access level. Also. Therefore.

scroll to the Portfolio Sub-Accounts section and click New. To create a portfolio subaccount 1 Select the parent portfolio account. click the Lookup icon next to the Name column. you can have many mutual fund or stock subaccounts for the brokerage portfolio account. First create the parent portfolio account. For information on selecting portfolio accounts. For instructions on selecting portfolio accounts. Save the record. Save the record. fill in the information as required.Portfolio Accounts Tracking Key Contacts for Portfolio Accounts To track key contacts for portfolio accounts. scroll down to the Contacts section and click Add. On the Contact List page. Portfolios have one-to-many relationship with portfolio subaccounts. For example. by specifying a parent-child relationship. To track key contacts for portfolio accounts 1 Select the portfolio account record. see Finding Records (on page 17). 268 CRM On Demand Online Help Release 15 . you can click New to create a new contact record or select an existing contact. Complete the fields in the Portfolio Account Edit page that is launched. see Finding Records (on page 17). and then select that account as the parent for the child or portfolio subaccount. add them as contacts linked to the portfolio account record. 2 3 4 5 6 On the Portfolio Account Details page. 2 3 4 On the Portfolio Account Details page. such as a mutual fund that is within a life insurance policy or a brokerage account. In the Search for a Contact window. Specifying Portfolio Subaccounts You can indicate portfolio account hierarchies. On the Contact List page.

see the table in Portfolio Account Homepage (on page 265). For instructions on selecting portfolio accounts. For a description of the standard lists. On the Portfolio Account List title bar. you can review multiple portfolio accounts at a glance. On the Portfolio Account List title bar. click the Lookup icon next to the Parent Portfolio Account field. and then click New List. Using the drop-down menu. Follow the steps in the New Portfolio Accounts List wizard and click Finish when you are done. click New Account. The following table describes what you can do from the Portfolio Account List page.Portfolio Account List Page To specify the parent portfolio account 1 Select the child portfolio subaccount. Save the record. Complete the steps described in Creating and Refining Lists (on page 44). From the Portfolio Account List page. On the Portfolio Account List title bar. click Menu and select the Manage Lists link in the Portfolio Account List title bar. To perform this Complete the following steps Add portfolio accounts to books or remove portfolio accounts from books Create a filtered list On the Portfolio Account List title bar. Create a new Portfolio Account list Create a portfolio account record CRM On Demand Online Help Release 15 269 . Portfolio Account List Page The Portfolio Account List page shows the subset or list of portfolio accounts you selected in the Portfolio Account Homepage. 2 3 4 On the Portfolio Account Edit page. On the Portfolio Account Edit page. click Menu and select Create New List in the Portfolio Account List title bar. you can also switch to another portfolio account list. see Finding Records (on page 17). select the parent portfolio account. In the Search window. click Menu and select Batch Assign Book. Complete the steps described in Assigning Records to Books (on page 619). enter the required information and save the record. The picklist contains both standard lists distributed with the application and custom lists for your company.

Complete the steps described in View List Page (on page 49). click Menu and select Export List. On the Portfolio Account List title bar. click Menu and select Batch Delete. click 0-9. On the Edit page. select a number of records to see at one time. Account lists Complete the steps for your required task described in Manage Lists Page (on page 48). Complete the steps described in Exporting Records in Lists (on page 50). In the Number of records displayed list at the bottom of the page. click Menu and select Show List Filter. Select the record. Find a portfolio account Click the Account Number column header to sort the data. On the Portfolio Account List title bar.Portfolio Accounts To perform this Complete the following steps Delete all records from the Portfolio Account list Export the list On the Portfolio Account List title bar. Complete the steps described in Updating Groups of Records (on page 53). click Menu and select Mass Update. For portfolio accounts beginning with numbers. On the Portfolio Account List title bar. Page through the list Refine the search criteria for the list Show more or fewer records Show the key information and filter information for the list Update a group of Portfolio Account records in one go Update a portfolio account View a subset of portfolio accounts View all portfolio accounts Click the Previous or Next links. Related Information See the following topics for related Portfolio Account information: About Portfolio Accounts (on page 265) Portfolio Account Homepage (on page 265) Portfolio Account Fields (on page 271) 270 CRM On Demand Online Help Release 15 . Complete the steps described in Creating and Refining Lists (on page 44). On the Portfolio Account List title bar. Complete the steps described in Deleting and Restoring Records (on page 63). Then click on a letter in the alphabet bar. click Menu and select Manage Lists. On the Portfolio Account List title bar. Manage all the Portfolio On the Portfolio Account List title bar. update the portfolio account and save the record. On the Portfolio Account List title bar. click the picklist and change the selection. click the picklist and change the selection. click Menu and select Refine List.

IRA. Field Description Key Account Information Account Number Institution Product Account Type Required field. The date that the account is closed. it may be the date that all shares are sold. Quote. followed by the date and time when the record is created or updated. Revenue linked with this portfolio account. The Portfolio Account Edit page shows the complete set of fields for a portfolio account. Group Policy. Status of the portfolio account. A picklist of available account types. The parent portfolio account for the current portfolio account. Limit of 100 characters. Name of the person who creates or updates the record. the information that you see might differ from the standard information described in this table. Therefore. Lookup field for the account linked with this portfolio account. Primary Contact Account Revenue Purchase Date Cancelled/Sold Date Status Modified By Parent Portfolio Account CRM On Demand Online Help Release 15 271 . such as changing names for record types. Default values are: Annuity Contract.Portfolio Account Fields Working with Lists (on page 39) Portfolio Account Fields Use the Portfolio Account Edit page to add a portfolio account or update details for an existing portfolio account. 401K. The following table provides additional information regarding some fields. Default values are: Active. The date that the financial account is opened. Pending. fields and options in picklists. NOTE: Company administrators can customise your application in a variety of ways. Lookup field for the institution linked with this portfolio account. Checking. Lookup field for the product linked with this portfolio account. Mutual Fund. Life Insurance. Savings and Other. Read-only. Terminated and Closed. If this is an individual holding.

Primary Group Primary group of the portfolio owner. The cost of the insurance policy in your currency units. The start date for the insurance policy. Policy Information Risk Class Premium Face Value Effective Date Expiry Date Defines the risk level of the portfolio. The date on which the loan is due for payment.Portfolio Accounts Field Description Owner Generally. Term Unit 272 CRM On Demand Online Help Release 15 . This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). this field is used to define Group visibility to Portfolio records. usually expressed in months. Month and Year. The expiry date for the insurance policy. The concatenation of Term Length and Term Unit. The value of all your investments in your currency units. Investment Information Total Asset Value Valuation Date Loan Information Loan Amount Annual % Rate Maturity Term Term Length The value of your loan in your currency units. The period of time over which the loan is amortised. The date of the valuation of your total assets. For more information. For releases previous to release 13. transfer a record to another owner or delete the record. see Setting Up Books (on page 615). The face value of the insurance policy in your currency units. the owner can update record details. Week. It is recommended that you use the Book of Business feature to replace this capability. Limit of 30 characters. The interest rate for your loan. Limit of 50 characters. However. Read-only. access levels can be adjusted to restrict or expand a user's access. Default values are Day.

The annual interest rate charged on charges placed on the balance. Related Information See the following topics for related Portfolio Account information: About Portfolio Accounts (on page 265) Portfolio Account Homepage (on page 265) Steps for Portfolio Accounts (on page 267) CRM On Demand Online Help Release 15 273 .Portfolio Account Fields Field Description Credit Card Information Credit Limit Annual % Rate The maximum credit available for the account.

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This page provides a window to vehicle information relevant to you and contains several sections. on the Vehicle List page. All standard lists are public and can be viewed by everyone. NOTE: Your company administrator determines which tabs are available to you. and make your selection. Then. The first 3 filtered lists (by default). The application comes with a set of standard lists. sorted by the VIN Vehicles with your name in the Owner field For information on viewing or creating these lists. If your job responsibility does not include tracking vehicle information. These custom lists appear in alphabetical order above the standard set of lists. update and track vehicles. the Vehicles tab may be excluded from your setup. If a previously created list does not appear on the Vehicle Homepage. CRM On Demand Online Help Release 15 275 .C H A P T E R 1 6 16 Vehicles Use the Vehicles pages to create. Vehicle Lists Section The Vehicle Lists section shows the following information: Vehicle Lists. Vehicle List All Recently Modified Vehicles All Vehicles My Vehicles Filters All vehicles. sorted by the modified date All vehicles. click any list. arranged in alphabetical order. Filtered lists are subsets or groups of vehicles that allow you to limit the number of vehicles to work with at a time. Vehicle Homepage The Vehicle Homepage is the starting point for managing vehicles. The following table describes the standard lists that are available by default. click the picklist to see all the available lists. You and your managers can create additional lists based on different criteria. see Working with Lists (on page 39).

Show Full List.Vehicles Manage Lists. Link that takes you to the page where you can review the entire list of created filtered lists. see Working with Records (on page 14): Updating Record Details (on page 31) 276 CRM On Demand Online Help Release 15 . although you cannot edit or delete them (you can only view them). Service requests assigned to you. Click the SR Number link to review the service request. Related Information See the following topics for related Vehicle information: Vehicle Fields (on page 282) Steps for Vehicles (on page 276) Steps for Vehicles Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) (new vehicles) Updating Vehicle Ownership (on page 277) Tracking Sales Histories of Vehicles (on page 278) Tracking Service Histories of Vehicles (on page 278) Tracking Assets (on page 131) (includes linking vehicles to accounts) Exposing a Vehicle Product Type (on page 280) For additional procedures that are common to all records. Recently Modified Vehicles Section The Recently Modified Vehicles section shows the following information: Recently Modified Vehicles list. List of vehicles with data that was recently changed. Link for expanding the list of vehicle-related service requests. Subject. Link for expanding the list of recently modified vehicles. create a new list. Title of service request. edit or delete an existing list. or view. Show Full List. The list of filtered lists on the Manage Lists page includes the standard lists. Vehicle-Related Service Requests Section The Vehicle-Related Service Request section shows the following information: Vehicle-Related Service Requests.

click Save & New Vehicle. update the Owned By field in the Vehicle record. click Save. CRM On Demand Online Help Release 15 277 . 2 3 4 On the Vehicle Detail page. On the Vehicle Edit page. Therefore. you may not be able to perform all procedures described in the preceding list. fields and options in picklists. click Edit in the title bar. update the vehicle record to track the vehicle ownership. Also. Related Information See the following topics for related Vehicle information: Vehicle Fields (on page 282) Vehicle Homepage (on page 275) Reports (on page 347) Updating Vehicle Ownership When a vehicle is sold. 1 Select the vehicle. To save this record and then open the Edit page (where you can create another vehicle record). such as changing names for record types. Save the record: To save this record and then open the Vehicle Detail page (where you can link information to this record). For instructions on selecting vehicles.Steps for Vehicles Linking Records to Your Selected Record (on page 32) Working with Lists (on page 39) Adding Notes (on page 55) Transferring Ownership of Records (on page 51) Attaching Files and URLs to Records (on page 58) Deleting and Restoring Records (on page 63) Renaming Record Types (on page 587) NOTE: Company administrators can customise your application in a variety of ways. see Finding Records (on page 17). the information that you see might differ from the standard information described in the online help. depending on your access level.

scroll down and click Add in the Service History title bar. Defaults to your currency. For instructions on selecting vehicles.Vehicles Tracking Sales Histories of Vehicles When you want to review. When you select the last name. update or create a sales history for a vehicle. To track the vehicle's sales history 1 Select the vehicle. To track the vehicle's service history 1 Select the vehicle. update the vehicle record. Owner of the vehicle. fill in the information. see Finding Records (on page 17). The following table describes some field information for service histories. System-generated number. this field is filled in. Field Comments Sales Number Currency Code Owner First Name Owner Last Name 4 Save the record. update the vehicle record. update or create a service history for a vehicle. 2 3 On the Vehicle Detail page. scroll down to the Sales History section and click Add in the title bar. On the Sales History Edit page. The following table describes some field information for sales histories. 278 CRM On Demand Online Help Release 15 . On the Service History Edit page. Tracking Service Histories of Vehicles When you want to review. see Finding Records (on page 17). 2 3 On the Vehicle Detail page. fill in the information. For instructions on selecting vehicles.

CRM On Demand Online Help Release 15 279 . Limit of 50 characters. For instructions on selecting vehicles. To track the financial information for a vehicle 1 Select the vehicle. Owner of the vehicle. SR # Owner Last Name Service Date Currency Code Service Name Make Owner First Name Service Provider Description 4 Save the record. this field is filled in. see Finding Records (on page 17). Limit of 1999 characters. The manufacturer or brand name of the vehicle. Limit of 50 characters. Limit of 64 characters. scroll down and click Add in the Financial Information title bar. A name or number linked with the service history record. 2 3 On the Vehicle Detail page. fill in the information.Steps for Vehicles Field Comments SH # Service History number. Limit of 30 characters. Defaults to your currency. which is system-generated. Limit of 100 characters. Limit of 20 characters. Service request record linked to this service history. The following table describes some field information for financial information. Default is today's date. Tracking Financial Information for Vehicles You can track the financial information for a vehicle. On the Financial Information Edit page. Read-only. Dealer or other service provider who serviced the vehicle. When you select the last name. Limit of 100 characters.

the Administrator can update the product record with the Product Type field set to Vehicle. Click Finish to exit the wizard. click Admin. then click Role Management: a b Find the role that you want to assign to the custom product page layout and click Edit. Note that the Product Type for Vehicle records is not exposed in the product default layout. your company administrator can create a custom product page layout by completing the steps in the following procedure. 280 CRM On Demand Online Help Release 15 . For Vehicles. click Application Customisation. Click Finish to exit the wizard. click Product Page Layout and copy the Product Page Standard Layout to a new layout. Limit of 30 characters. To expose the product type for a vehicle record 1 2 From any page. change the Page Layout Name to the custom product page layout for the Product record. In Step 2. In step 6 of the wizard. Limit of 15 characters. see Setting Up Company Products (on page 754). Exposing a Vehicle Product Type Normally. select the Required box for the Product Type. For more information. to add products. In Step 3. click User Management & Access Control. Content Management. provide a name for your layout. click Product. c The user with the role that is modified can create a product record with the Product Type field visible using the Admin Tool by clicking Admin. d 3 Assign the new custom layout to a user role as required using the Role Management Wizard. make sure that the Product Type field is listed in the Key Product Information section on the right. Click Admin. To expose the Product Type for a vehicle. Complete the Page Layout Wizard for the Product: a b c In Step 1.Vehicles Field Financial Detail # Finance Provider Comments System-generated number. and then clicking Products. your company administrator uses the Content Management portion of the Admin tool.

On the Vehicle List title bar. click 0-9. Create a vehicle record Create a new Vehicle list Export the list Find a vehicle Page through the list Refine the search criteria for the list Show more or fewer records Show the key information and filter information for the list Update a vehicle View a subset of vehicles CRM On Demand Online Help Release 15 281 . you can also switch to another vehicle list. Complete the steps described in Exporting Records in Lists (on page 50). From the Vehicle List page. Complete the steps described in View List Page (on page 49). On the Vehicle List title bar. Then click on a letter in the alphabet bar. click Menu and select Export List in the Vehicle List title bar. click Menu and select Create New List. you can review multiple vehicles at a glance. On the Vehicle Edit page. and select Manage Lists. In the Number of records displayed list at the bottom of the page. Click the Previous or Next links. Complete the steps described in Creating and Refining Lists (on page 44). Complete the steps described in Creating and Refining Lists (on page 44). The default sort is on the VIN column. click Menu and select Show List Filter. Using the drop-down menu. click Menu and select Refine List in the Vehicle List title bar. The following table describes what you can do from the Vehicle List page. click Menu. For a description of the standard lists. update the vehicle and save the record. On the Vehicle List title bar. On the Vehicle List title bar.Vehicle List Page Vehicle List Page The Vehicle List page shows the subset or list of vehicles that you selected in the Vehicle Homepage. Follow the steps in the New Vehicle List wizard and click Finish when you are done. On the Vehicle List title bar. enter the required information and save the record. On the Vehicle List title bar. The picklist contains both standard lists distributed with the application and custom lists for your company. see the table in Vehicle Homepage (on page 275). For data starting with numbers. To perform this Create a filtered list Complete the following steps On the Vehicle List title bar. specify how many records you want to see at one time. and then click New List. click New. On the Edit page. However. you can click any column header to sort the data. click the picklist and change the selection. Select the record.

Normally. Related Information See the following topics for related Vehicle information: Vehicle Homepage (on page 275) Vehicle Fields (on page 282) Working with Lists (on page 39) Vehicle Fields Use the Vehicle Edit page to add a vehicle or update details for an existing vehicle. your company administrator uses the Content Management portion of the Admin tool. For Vehicles. Limit of 100 characters. Model of the vehicle. Note that the Product Type is not exposed in the default product layout. The Vehicle Edit page shows the complete set of fields for a vehicle. Field Key Vehicle Information VIN Make Model Product Name Vehicle identifier. The default values are: 2 Door. fields and options in picklists. click the picklist and change the selection. Default values include: Metro Motors. Trim Door The trim for the vehicle. the company administrator can update the product record with the Product Type field set to Vehicle. The procedure to expose Product Type for vehicles is described in Exposing a Vehicle Product Type (on page 280). Toyota and Unknown Make. the information that you see might differ from the standard information described in this table. 3 Door and 4 Door Description 282 CRM On Demand Online Help Release 15 . Default values are: 2WD and Prerunner. The following table provides additional information regarding some fields. such as changing names for record types. The number of doors for the vehicle. The name of the product. to add products. Therefore.Vehicles To perform this View all vehicles Complete the following steps On the Vehicle List title bar. NOTE: Company administrators can customise your application in a variety of ways. The manufacturer or brand name of the vehicle. Default values are: 4Runner and Tacoma.

The default values are: 4 Cylinder. for example. Limit of 30 characters. The location of the account. Colour of the vehicle's interior. The vehicle ownership type. Door. The dealer's invoice price in the currency used in the Vehicle record. your company administrator can customise the application for the picklist values as described in Changing Picklist Values (on page 559). Dealer Garage. The manufacturer's suggested retail price (MSRP) in the currency used in the Vehicle record. Full or Extended. The current number of miles that appears on the vehicles odometer. Note: To configure any of the picklist fields. Additional Vehicle Information Used/New Product Type Interior Colour Transmission Engine Body Owned By Contact Account Account Site Selling Dealer Servicing Dealer MSRP Dealer Invoice Price Status Location Current Mileage Warranty Type Licence Number Licence County Description Whether the vehicle is new or used. for example. The vehicle's transmission type. The county for which the licence is issued. Production. Name of the dealer servicing the vehicle. The account linked with the vehicle. Limit of 50 characters. for example. for example. 10 Cylinder and Option. Limit of 100 characters. for example. Limit of 22 characters (number). Limit of 250 characters. Limit of 22 characters. for example Model. Name of the dealer selling the vehicle.Vehicle Fields Field Exterior Colour Description The colour of the vehicle. The current status of the vehicle. Limit of 22 characters. Manual The vehicle's engine type. The owner's licence number. Limit of 100 characters. 6 Cylinder. 8 Cylinder. The vehicle's body type. The type of warranty that is provided with the vehicle. for example. Limit of 100 characters. and Option. Coupe or Cabriolet. The type of vehicle. Business or Company Car. CRM On Demand Online Help Release 15 283 . Red. Trim. Limit of 30 characters. The location of the vehicle. The contact person for the vehicle. The default values are: Auto.

and make the custom field visible only in the Asset view. Purchase Date. However. For more information on changing field definitions. To make the fields visible. see Customising Static Page Layouts (on page 561). If you do not want to see the same custom field in both the Asset view and the Vehicle record. Ship Date. typically create custom fields. For more information on custom fields. Related Information See the following topics for related Vehicle information: Vehicle Homepage (on page 275) Steps for Vehicles (on page 276) 284 CRM On Demand Online Help Release 15 . any custom field created in a Vehicle record does not automatically appear in the Asset record. see About Custom Fields (on page 548). Additional Fields Several fields do not appear on the Vehicle Detail page by default: Part #. Your company administrator can change the definitions of these fields as required. For more information on making these fields visible on a page. Purchase Price. Product Category and Contract. your company administrator must include these fields in the page layout. Install Date. and make it visible to both the Asset view and the Vehicle view. whose role includes the Customise Application privilege. your company administrator can create the Asset specific custom field for the Asset. Expiry Date. Any custom field that is created in an Asset record appears as the same custom field in the Vehicle record. see Creating and Editing Fields (on page 550).Vehicles Custom Fields NOTE: Company administrators. your company administrator can create the custom field in the Asset record. If you want to see the same custom field in both the Asset view and the Vehicle view. Notify Date. A Vehicle record inherits a custom field in an Asset record. Quantity.

update and track dealer records. Dealer Lists Section The Dealer Lists section shows the following information: Dealer Lists. on the Dealer List page. If a previously created list does not appear on the Dealer Homepage. click any list. sorted alphabetically on Dealer Name All dealers. CRM On Demand Online Help Release 15 285 . Then. Dealer Homepage The Dealer Homepage is the starting point for managing dealers. NOTE: Your company administrator determines which tabs are available to you. These custom lists appear in alphabetical order above the standard set of lists. Filtered lists are subsets or groups of dealers that allow you to limit the number of dealers to work with at a time. see Working with Lists (on page 39). The application comes with a set of standard lists. All standard lists are public and can be viewed by everyone. and make your selection. arranged in alphabetical order. the Dealer tab might be excluded from your setup. Dealer List All Dealers All Recently Modified Dealers My Dealers Filters All dealers. click the picklist to see all the available lists. The first 3 filtered lists (by default). sorted by the modified date Dealers with your name in the Owner field For information on viewing or creating these lists. This page provides a window to dealer information relevant to you and contains several sections.C H A P T E R 1 7 17 Dealers Use the Dealers homepages to create. You and your managers can create additional lists based on different criteria. The following table describes the standard lists that are available by default. If your job responsibility does not include tracking dealer information.

The list of filtered lists on the Manage Lists page includes the standard lists. Dealer-Related Opportunities Section The Dealer-Related Opportunities section shows the following information: Dealer-Related Opportunities. edit or delete an existing list. create a new list. Link for expanding the list of dealer-related opportunities. Related Information See the following topics for related Dealer information: Dealer Fields (on page 288) Steps for Dealers (on page 286) Steps for Dealers Click a topic to see step-by-step procedures for performing the following: Creating Records (on page 14) (new dealers) Updating Record Details (on page 31) Linking Records to Your Selected Record (on page 32) (for adding sales and service hours or brands the dealer handles) Working with Lists (on page 39) Transferring Ownership of Records (on page 51) Adding Notes (on page 55) Attaching Files and URLs to Records (on page 58) Deleting and Restoring Records (on page 63) Steps for Calendars and Activities (on page 72) 286 CRM On Demand Online Help Release 15 . although you cannot edit or delete them (you can only view them). or view. Show Full List. List of dealers whose information was recently changed. Link that takes you to the page where you can review the entire list of created filtered lists. Top opportunities assigned to you. Recently Modified Dealers Section The Recently Modified Dealers section shows the following information: Recently Modified Dealers list. Link for expanding the list of recently modified dealers. Show Full List.Dealers Manage Lists.

The picklist contains both standard lists distributed with the application and custom lists for your company. click 0-9. On the Dealer List title bar. you can also switch to another dealer list. Then click on a letter in the alphabet bar. such as changing names for record types. click Menu and select Create New List. see the table in Dealer Homepage (on page 285). Related Information See the following topics for related Dealer information: Dealer Fields (on page 288) Dealer Homepage (on page 285) Reports (on page 347) Dealer List Page The Dealer List page shows the subset or list of dealers that you selected in the Dealer Homepage. Using the drop-down menu. click the Manage Lists link and select New List. On the Dealer List title bar. Follow the steps in the New Dealers List wizard and click Finish when you are done. Complete the steps described in Exporting Records in Lists (on page 50). Therefore. click Menu and select Export List. fields and options in picklists. On the Dealer List title bar. you can review multiple dealers at a glance. The following table describes what you can do from the Dealer List page. depending on your access level. click Menu and select Batch Assign Book. On the Dealer Edit page. enter the required information and save the record. Complete the steps described in Assigning Records to Books (on page 619). click New Dealer. For dealers beginning with numbers. From the Dealer List page. Also. To perform this Add dealers to books or remove dealers from books Create a filtered list Complete the following steps On the Dealer List title bar. On the Dealer List title bar. Click the Name column header to sort the data. Complete the steps described in Creating and Refining Lists (on page 44). For a description of the standard lists. you may not be able to perform all procedures described in the preceding list. Create a dealer record Create a new Dealer list Export the list Find a dealer CRM On Demand Online Help Release 15 287 .Dealer List Page NOTE: Company administrators can customise your application in a variety of ways. the information that you see might differ from the standard information described in the online help.

click the picklist and change the selection. On the Edit page. On the Dealer List title bar. On the Dealer List title bar. On the Dealer List title bar. fields and options in picklists. Complete the steps described in View List Page (on page 49). On the Dealer List title bar. such as changing names for record types. The following table provides additional information regarding some fields. click Menu and select Manage Lists. the information that you see might differ from the standard information described in this table. 288 CRM On Demand Online Help Release 15 . click Menu and select Show List Filter. NOTE: Company administrators can customise your application in a variety of ways.Dealers To perform this Complete the following steps Manage all the Dealer lists On the Dealer List title bar. Select the record. specify how many records you want to see at one time. click the picklist and change the selection. Therefore. Page through the list Refine the search criteria for the list Show more or fewer records Show the key information and filter information for the list Update a dealer View a subset of dealers View all dealers Click the Previous or Next links. The Dealer Edit page shows the complete set of fields for a dealer. update the dealer and save the record. Related Information See the following topics for related Dealer information: Dealer Homepage (on page 285) Dealer Fields (on page 288) Working with Lists (on page 39) Dealer Fields Use the Dealer Edit page to add a dealer or update details for an existing dealer. Complete the steps for your required task described in Manage Lists Page (on page 48). click Menu and select Refine List. Complete the steps described in Creating and Refining Lists (on page 44). In the Number of records displayed list at the bottom of the page.

Limit of 50 characters. CRM On Demand Online Help Release 15 289 . Limit of 50 characters. However. However. Candidate and Contract Pending. Application Pending. Limit of 50 characters. and make it visible to both the Account view and the Dealer view. Limit of 22 characters. followed by the date and time when the record is created or updated. for example.Dealer Fields Field Description Key Dealer Information Name Phone number Dealer Type Site Email Name of the automobile dealer. The dealer's phone number. The dealer's contact e-mail address. The dealer type. Custom Fields NOTE: Company administrators. The ranking of a dealer relative to other dealers. Active. If you want to see the same custom field in both the Account view and the Dealer view. Limit of 100 characters. your company administrator can create the custom field in the Account record. The parent dealer of the current dealer record. the owner can update the record. The dealer's Website. access levels can be adjusted to restrict or expand a user's access. The currency of issue. Parent dealer's Website. Name of the person who creates or updates the record. The phase of the application and contracting process for the dealer. whose role includes the Customise Application privilege. Default values are: Active. This value affects the records that are included in reports that you or your managers run. typically for sales or service purposes. transfer the record to another owner or delete the record. Additional Information Status Parent Dealer Currency Ranking Owner The status of the dealer. Any custom field that is created in an Account record appears as the same custom field in the Dealer record. System-generated. for example. typically create custom fields. any custom field that is created in a Dealer record does not automatically appear in the Account record. Generally. Limit of 20 characters. Limit of 100 characters. URL Parent Site Stage Modified By The dealer's Universal Resource Locator (URL). Truck Dealer. because a Dealer record inherits a custom field in an Account record.

Related Information See the following topics for related Dealer information: Dealer Homepage (on page 285) Steps for Dealers (on page 286) 290 CRM On Demand Online Help Release 15 . see About Custom Fields (on page 548). and make the custom field visible in the Account view only.Dealers If you do not want to see the same custom field in both the Account view and the Dealer view. your company administrator can create the Account-specific custom field in the Account record. For more information on custom fields.

click one of the following topics: Updating Your Personal Details (on page 292) Setting Your Default Search Record Type (on page 297) Setting Your Theme (on page 298) Viewing Audit Trail Fields (on page 298) Managing Your Quota (on page 299) Reviewing Your Sign-In Activity (on page 300) Changing Your Password (on page 300) Setting Up Your Security Questions (on page 301) Adding Delegated Users (on page 301) Reviewing Your PIM Sync Activity (on page 302) Granting Sign-In Access to Technical Support (on page 302) Displaying Your Tabs (on page 303) Changing Your Detail Page Layout (on page 303) Changing Your Homepage Layouts (on page 304) Changing Your Action Bar Layout (on page 305) Setting Up Your Calendar (on page 305) Embedding a Message Centre Widget (on page 308) Embedding a Favourite Lists Widget (on page 308) Embedding a Reports Widget (on page 309) Embedding a Simple Lists Widget (on page 310) CRM On Demand Online Help Release 15 291 . For step-by-step instructions. use the My Setup pages to personalise your Siebel CRM On Demand application.C H A P T E R 1 8 18 Personalising Your Application As an end-user of the Siebel CRM On Demand application.

In the Personal Edit form. In the Personal Profile section. click the Personal Profile link. This is a required field.Personalising Your Application Related Information For additional topics of interest when you are personalising your application. Limit of 50 characters. Time Zone and Country on the Personal Profile pages are not reflected in all reports and analyses until you sign out and sign in again. To update your personal details 1 2 3 4 5 In the upper right corner of any page. see the following topics: Importing Your Contacts (on page 144) Using the Offline Edition (on page 314) Synchronising with PIMs (on page 320) Adding Emails from Microsoft Outlook and Lotus Notes (on page 332) Updating Your Personal Details You can update your personal details. Limit of 50 characters. This is a required field. In the Personal Information section. The middle name of the user. click the My Setup global link. In the Personal Detail section. click Edit. Currency. click the My Profile link. Last Name Middle Name Mr/Mrs 292 CRM On Demand Online Help Release 15 . Limit of 50 characters. The salutation of the user. The following table describes some fields that you can review or update: Field Description Key User Information First Name The first name of the user. update the information. consequently there might be differences between the following descriptions and what you see. Your company administrator controls the layout and information that you see on your Personal Detail page. such as your address and phone number. The last name of the user. NOTE: Changes made to your Default Language.

Limit of 40 characters. A unique system identifier for a user used in conjunction with Company Sign In ID to sign in to the application. This is a required field. The job title of the user.uk. enter the user's preferred name or nickname. For example. This is a required field and is set up by the administrator. A further refinement of the region or area where the user is located. This read-only field indicates the status of the user. This is a required field.Updating Your Personal Details Field Description Reports To Status This read-only field indicates the manager of the user.co. User ID Email Secondary Email Work Phone # Mobile Phone # Company Sign In ID User Sign In ID CRM On Demand Online Help Release 15 293 . Limit of 40 characters. Only active users can access Siebel CRM On Demand. The complete email address for a user. which the administrator sets up. The group to which this user has been added. Read-only. This is a default field and is set up at the time the company is created. The information in this field is inherited when added by an administrator. The user's mobile phone number. which the administrator sets up. such as isample@rightequip. This read-only field indicates the role assigned to the user. This is a required field. The email address is used for system notifications such as a reset password notification. The region or area where the user is located. The user's work telephone number. This is a required field and is set up by the administrator. The company to which the user belongs. The secondary email address for the user. A role provides the data access rules and tab layout for the user. The ID with which the user signs in to the application. Job Title Region Subregion Role Primary Group User Detail Information Alias A short identifier for the user that is used to assign or show ownership on specific record types.

Select this checkbox if you do not want to receive mails from CRM On Demand Marketing. User Security Information Reporting Subject Areas Use this picklist to set your visibility to real-time report records in Siebel CRM On Demand Answers. see About Reports (on page 348). Currency. the company-wide setting that is set up by your company administrator applies. 294 CRM On Demand Online Help Release 15 . plus data shared with you by the Account and Opportunity Team. Team Visibility . You can select one of the following values: Manager Visibility . Select this checkbox if you do not want to receive emails from CRM On Demand Marketing.Allows you to see your own data. You can override the defaults by clicking the picklist for each item. These reports provide real-time analyses of data. For more information on reports. Locale. If you do not define the Reporting Subject Areas setting.Allows you to see your own data. Time Zone Your administrator sets up the default settings for these items. Never Mail Never Email User Geographic Information Language. and selecting the value that you want.Personalising Your Application Field Description Contact Preferences Never Call Select this checkbox if you do not want to receive calls from CRM On Demand Marketing. plus data directly owned by your subordinates (this is the default setting). particularly the About Visibility to Records topic.

Selecting this option prevents duplicate records from being created. You can select one of the following values: Manager Visibility . because each team member is synchronising with the same contact record in Siebel CRM On Demand. Team Visibility . the company-wide setting that is set up by your company administrator applies. For more information.Allows you to see your own data.Allows you to see your own data. CCOD renders phone numbers as links that you can click in the List and Detail pages. The action bar search box defaults to this record type every time you sign in to the application regardless of where you left it the last time you were signed into the application. These reports deal with historical or trend analyses. If you do not define the Historical Subject Areas setting.This setting combines Manager and Team Visibility. Last Sign In A system-generated field. CRM On Demand Online Help Release 15 295 . see Sharing Records (Teams) (on page 52). change Contact to Account or another record type that you can access). see About Reports (on page 348). External Identifier for Single Sign On Read-only. as well as all the contacts that the user has access to using Contact Teams. For more information. see Setting Up Your Company Profile and Global Defaults (on page 519). For more details on making internal or external calls. For information on reviewing all your sign-in attempts. or contain more complex calculations than those found in real-time reports.Updating Your Personal Details Field Description Historical Subject Areas Use this picklist to set your visibility for analyses report records in Siebel CRM On Demand Answers. you are prompted with a Click-To-Dial window before the CCOD telephony system makes the call. see Making Calls (see "Placing Calls" on page 220). For more information on reports. Determines if you want the PIM Sync application to include the synchronising of contacts that the user owns. Full Visibility . Additional Information Default Search Record Type This picklist allows you to change the default search record type to be displayed in the Action bar search (for example. see Reviewing Your Sign-In Activity (on page 300). particularly the About Visibility to Records topic. If you select the Display Click-to-Dial Popup checkbox and then click a phone number link. Enable Sync of Team Contacts Display This checkbox is for users that are set up with the Call Centre On Click-to-Dial Popup Demand (CCOD) application. plus data shared with you by the Account and Opportunity Team. plus data directly owned by your subordinates (this is the default setting).

currencies. online help and tutorials. A blank value means that you have to use the theme that your company administrator has set in the company profile. who sets up and customises Siebel CRM On Demand for their entire organisation. Setting Name Time Zone Description The application supports Universal Time Code (UTC) so that all times and dates are shown according to the user's time zone. an appointment scheduled for 11:00 a. The Language setting allows users to change the language for the user interface.000.00.000. Contemporary or Oracle. This checkbox allows you to specify whether the Siebel CRM On Demand Welcome Page is displayed when you sign in to the application.00. The following table describes what the settings affect. For example. they must contact Siebel Customer Care. Note: You must sign out and in again to activate some of the changes (Language. Users should select the format that they are most comfortable with. for a user whose setting is EST.Personalising Your Application Field Description Theme Name This picklist allows you to select the themes available application-wide for your application. because of the three-hour time difference. including its background colour. About Profile Settings for Users Each company has at least one designated company administrator. The available themes are: Classic. Locale Language 296 CRM On Demand Online Help Release 15 . For information on other fields. whereas users who select the English . times and dates. Depending on the company's default language.United States setting see the same amount as 110. Locale. Show Welcome Page on Sign In 6 Save the record. For example. CAUTION: If company administrators change the Language.m. hyperlinks and icons. users may see certain items in reports in a language other than their default language. users who select the German Germany locale setting see currency amounts that display 110. Otherwise.m. but each user can override these initial default settings. A theme changes the look and feel of the application. Company administrators initially set up some defaults that every user inherits. Country or Time Zone settings for their company. PST displays as 2:00 p. Currency. see User Fields (on page 603). phone numbers. The Locale setting determines the formatting for numbers. their company's reports and forecasts are run with the previous settings. Time Zone and Currency).

The application has address templates specific to over 60 countries. To set your default search record type. Phone NOTE: When users change these settings. For example. Phone fields have a phone icon next to them. if users want to determine the country code for a country. NOTE: Users should enter the plus sign prefix (+) before international numbers. the French template is used. she sees the amount in her default currency (company administrators must set up exchange rates for this to occur). they can click the phone icon. see Finding Records (on page 17). you might want to modify your default search record type for your targeted searches from a Contact record to an Account record.Setting Your Default Search Record Type Setting Name Currency Description The Currency setting provides the default currency amount linked with all new records the user creates. local number. For example. The country code for the country displays in the Phone field. if his company's currency is euros. If a manager sees cumulative revenue from users with different currencies. When a user views revenue reports. The application adjusts for distant phone numbers so that users see the entire sequence that they need to dial. Setting Your Default Search Record Type You can set your default search record type from your personal profile information. Closing this window prompts the application to enter the correct dialling sequence. For example. they need to sign out and sign back in again for the application to display data with the new settings. Therefore. However. a user with sterling as his default currency sees his forecast converted to euros. city/area code. they display in the user's default currency. select the country and save the information. Country The Country setting affects the default address format that is used when a user creates a new record. The Phone formatting is determined by the Locale setting. complete the steps in the following procedure. For more information on using searches with CRM On Demand. For example. the number displays as 00 +1 3333 333 333. and any extension for the number. a user in the UK is required to dial 00 when dialling internationally. which allows users to verify if the application has correctly identified the number: country code. CRM On Demand Online Help Release 15 297 . forecasts are always rolled up to the company's default currency. Clicking on the icon opens a phone verification window. In addition. when a user enters +1 3333 333 333 for the US. if a user with a default country of France creates a new record.

Select the record type that you want in the Default Search Record Type picklist. In the Personal Information section. click the Personal Profile link. complete the steps in the following procedure. In the Personal Information section. Scroll down to the Additional Information section. Save the record. Setting Your Theme You can set your default UI Theme from your personal profile information to an available theme such as Classic or Contemporary. such as Web services and PIM Sync. Note: You must sign out and sign in again to CRM On Demand to see the changes. In the Personal Profile section. 298 CRM On Demand Online Help Release 15 . you have to use the company theme. click the Personal Profile link. Viewing Audit Trail Fields To view the sign-in activity for applications. Save the record. click the My Setup global link. To set your theme. Scroll down to the Additional Information section.Personalising Your Application To set your default search record type 1 2 3 4 5 6 In the upper right corner of any page. To set your theme 1 2 3 4 5 6 In the upper right corner of any page. click the My Profile link and click Edit. A blank theme indicates that your company administrator has set a company-wide theme in the company profile. click the My Profile link and click Edit. In the Personal Profile section. click the My Setup global link. complete the steps in the following procedure. in this case. Select the theme that you want in the Theme Name picklist. or to a custom theme.

In the Personal Profile section. ensure that you activate all of the quotas that you want included in your forecast. click the My Setup global link. click the Personal Profile link. which the system totals for the year You can make a quota active at any time. allowing you to review your target history and compare your forecasts against your quotas. In the Personal Profile section. enter an amount for each month and click Sum. In the Edit Quota form. enter the amount in the Total Quota field and click Spread. see Managing Quotas (on page 181). It saves your targets for each year. For additional information. To add the monthly quotas together. As an end user. Perform one of the following: To spread a yearly quota evenly over the fiscal year. Scroll down to the Audit Trail section to review the fields that are enabled for audit. NOTE: You can have more than one active quota per year. To define your quota 1 2 3 4 5 6 In the upper right corner of any page. You can review and modify existing quotas or enter new quotas and calculate them by: Entering a yearly quota. Siebel CRM On Demand uses the quota information to populate fields on the Forecasting pages. click New Quota.Managing Your Quota To view audit trail fields 1 2 3 4 In the upper right corner of any page. In the Personal Information section. After you activate a quota. Since only active quotas are used when creating your forecast. In the Quotas section. Managing Your Quota Either you or your company administrator can set up your quotas. however your company administrator requires the Manage Users and Access privilege to set up your quota. In the Personal Information section. click the My Profile link. enter the Year and Name for the quota. which the system spreads evenly over the year Entering a quota for each month. click the My Profile link. CRM On Demand Online Help Release 15 299 . you do not require any special privilege. click the Personal Profile link. click the My Setup global link.

Typically. In the Personal Profile section. click the My Setup global link. 300 CRM On Demand Online Help Release 15 . scroll down to the Sign In History section to review your sign-in activity. you need to reset your password through that system. Outlook Email Integration and so on. In the Personal Information section. This activity includes your sign-in activity from other applications including Office. Note: If your company has implemented a solution in which you must use Single Sign-On (SSO) to access CRM On Demand. click the My Setup global link. In the Personal Details page. To review sign-in activity 1 2 3 4 In the upper right corner of any page. the number of times you signed into the application. and not in CRM On Demand.Personalising Your Application NOTE: Clicking Sum adds all monthly quota entries and displays the total in the Total field. Reviewing Your Sign-In Activity You can review all of your sign-in activity. click the Personal Profile link. fill in the fields. click the Personal Profile link. To change your password 1 2 3 4 5 In the upper right corner of any page. Save the record. click the Password Update link. for example. click the My Profile link. In the Personal Profile section. provided that your role includes the Reset Personal Password privilege. Changing Your Password Siebel CRM On Demand allows you to change your password at any time. In the Personal Information section. 7 Save the record. the guidelines are set by the company administrator and are subject to update. In the Password Update section. You should review the appropriate guidelines before making any changes to your password.

click the My Security Questions link. On the Personal Profile page. Select the questions. 5 Save the record. Your company administrator typically enables this feature.Setting Up Your Security Questions Setting Up Your Security Questions If your company has enabled this feature. To add delegated users 1 2 3 4 In the upper right corner of any page. This feature helps users access the CRM On Demand system should the users forget their password. click the My Setup global link. Scroll down to the Delegated Users section. you can supply some security questions and answers. and enter the answers. click the Personal Profile link. In the Personal Profile section. click the My Setup global link. This allows you to access the application by correctly answering questions when you forget your password. In the Personal Profile section. an administrator requires the Manage Users and Access . NOTE: If you do not see the Delegated Users section.Manage Delegated Users privilege. your company administrator can add it to your view. NOTE: To delegate users on your behalf. An answer cannot exceed 29 characters. Adding Delegated Users You can have a user impersonate you by adding that user to the delegated users list. click the Personal Profile link. NOTE: It is recommended that all companies enable this feature to set up security questions. and click Add Users. To set up your security questions 1 2 3 4 In the upper right corner of any page. In the Personal Information section. click the My Profile link. This is a useful feature if a user who supports multiple people wants to see all of the records belonging to those people. CRM On Demand Online Help Release 15 301 .

Scroll down to the Audit Trail section to review your PIM Sync activity. click the My Setup global link. select a role from the Delegated User Role picklist. In the Personal Information section. If you want to designate a role for this user. In the Personal Profile section. To grant sign-in access to others 1 2 3 In the upper right corner of any page. In the Personal Information section. For more information. Click Save. click the Personal Profile link. Lotus Notes and your Palm Handheld. Granting Sign-In Access to Technical Support You can grant permission for a Siebel CRM On Demand Technical Support Representative to access your session. click the Sign In Access link. click the Personal Profile link.Personalising Your Application 5 6 7 On the Delegated Users Edit page. This allows you to track how often you synchronise records between PIMs (Personal Information Managers) such as Siebel CRM On Demand and Microsoft Outlook. This might be necessary to allow the support representative to troubleshoot a problem. To review PIM Sync activity 1 2 3 4 In the upper right corner of any page. Reviewing Your PIM Sync Activity You can review your activity with PIM Sync. NOTE: Your company administrator sets up PIM Sync. In the Personal Profile section. and clients such as Microsoft Outlook Email Integration (OEI) and the Offline client for your company. 302 CRM On Demand Online Help Release 15 . click the My Setup global link. see Synchronising with PIMs (on page 320). click the My Profile link. click the Lookup icon to select the users that you want to add to the Delegated Users list.

You can change the order of the related information or hide any related information that you are not using. Changing these settings only affects your view of the application. In the Available Tabs box. Save the record. which can be linked to the selected record. enter a date and time range for the period of time that you are allowing that person to have access to your session. select one tab at a time and use the up arrow button or down arrow button to move the tab until it appears in the order you want. Related information shows the different records. select the tab that you want to add. click the Personal Layout link. click the My Setup global link.Displaying Your Tabs 4 5 On the Sign In Access page. NOTE: You can select more than one tab at a time by holding down the SHIFT or CTRL key when you click to select the tabs. and then click the right arrow button to move it from the Available Tabs box to the Selected Tabs box. For example. In the Personal Tab Layout section. notes and activities are related information that can be linked to opportunities or contacts. In the Layout Personalisation section. and you have already granted access using this feature. To change your tab order 1 2 3 4 In the upper right corner of any page. click the Tab Layout link. You can change the order of the tabs or hide ones that you do not want to access. Note: If you want to terminate sign-in access prior to the Access End Date that you specified. Save the record. enter a new date and time range with dates that are in the past. The role your administrator assigns to you determines what tabs are available to you and the order in which they initially appear. 5 6 In the Selected Tabs area. CRM On Demand Online Help Release 15 303 . such as notes or activities. Displaying Your Tabs The tabs across the top of your pages provide the starting point for managing your data. Changing Your Detail Page Layout Your administrator determines the type and order of the related information that appears on each Detail page.

Save the record. Select the section that you want to display on your Homepage under Available Sections. move the sections up or down until they show the order you want. click the Personal Layout link. Your company administrator configures the Homepage layouts that you see by default. NOTE: You can also personalise Homepages by clicking the Edit Layout link on each Homepage. NOTE: From your Detail pages. Clicking the Edit Layout link takes you to the edit layout page for each tab. In the Layout Personalisation section. Move the sections (content) that you want to appear from the Available Related Information area to the Displayed Related Information area. Changing Your Homepage Layouts If your user role includes the Personalise Homepages privilege. click the My Setup global link. Lead Homepage. you can also edit the page layout by clicking the Edit Layout link in the upper right corner. Opportunity Homepage and Service Request Homepage). Contact Homepage. click the Layout page link whose detail page layout you want to change. click Personal Layout. In the Layout Personalisation section. In the Displayed Related Information area. Move the section to the Left Side or Right Side sections using the arrows. 304 CRM On Demand Online Help Release 15 .Personalising Your Application To edit the layout of your Detail pages 1 2 3 4 5 6 In the upper right corner of any page. In the Personal Layout page. click the Homepage Layout that you wish to modify in the Personal Homepage Layout section (for example My Homepage Layout). In the Personal Detail Page Layout section. click the My Setup global link. To change your Homepage Layout 1 2 3 4 5 6 7 In the upper right corner of any page. Account Homepage. Select the information you want to appear on the homepage that you selected. You can also move the section up or down on the Homepage by using the up or down arrow. you can add and remove sections from your Homepage layouts (My Homepage.

In the Personal Layout page. For more information on calendars. see the Favourite Lists Page (on page 50). For more information on Favourite Lists. Favourite Records and Favourite Lists. To remove any sections from actively displaying. 5 Save the record.Changing Your Action Bar Layout 8 Save the record. Click one of the following buttons (if required): At the end of the list At the start of the list For more information on Favourite Records. CRM On Demand Online Help Release 15 305 . In the Layout Personalisation section. click the My Setup global link. Create. 4 In the Customise Favourites section of this page. see Calendar and Activities (on page 71). Changing Your Action Bar Layout You can control the layout of the action bar that appears on the left hand side of all Siebel CRM On Demand pages. all available sections are displayed (Search. To change your Action Bar Layout 1 2 3 In the upper right corner of any page. By default. you can modify the Action Bar to add new favourites to the start or the end of a favourites list (Favourite Records or Favourite List). click Personal Layout. complete the steps in the following procedure. see the Favourite Records Page (on page 39). click Action Bar Layout in the Personal Action Bar Layout section. use the left arrow to move the section from Displayed Section to Available Section. click the My Setup global link. Setting Up Your Calendar To set up your calendar. To set up your calendar 1 In the upper right corner of any page. Recently Viewed.

use the Lookup icon to add users with whom you want to share your calendar. click Calendar Settings. click Add Users. 6 Save the record. select a calendar view. From the Default Calendar View drop-down. In My Calendar Share List. In the Grant New Users window. 4 To share your calendar with another user: a b c Click Share Calendar. To select the calendar view that you would like to display by default on the calendar homepage: a b Click Default Calendar View. Complete the fields in the Manage View window. In My Custom Views. Data and Integration Tools Click the topic in which you are interested: Importing Your Contacts (on page 144) Using the Offline Edition (on page 314) Synchronising with PIMs (on page 320) Adding Emails from Microsoft Outlook and Lotus Notes (on page 332) About On Demand Widgets (on page 307) 306 CRM On Demand Online Help Release 15 . When you create a new appointment. 5 To set up custom group calendar views: a b c Click Manage Group Views.Personalising Your Application 2 3 In the Calendar Setup section. Setting up custom group calendar views allows you to manage your view to other users availability. go to the Group Calendar tab and select the Calendar group that you or your administrator created to view availability. click Add.

Simple Lists are located in the Action Bar of the CRM On Demand Homepage. Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. Reports Widget. CRM On Demand Online Help Release 15 307 . You can also embed Web widgets in portals. see Embedding a Message Centre Widget (on page 308). This On Demand widget allows you to access messages received in CRM On Demand without requiring you to first log in to the CRM On Demand application. For more information on embedding the Favourite Lists Widget. for example. This On Demand widget displays a one-column list of shortcuts to your CRM On Demand records. Favourite Lists are located in the Action Bar of the CRM On Demand Homepage. A Web widget is a portable piece of third-party code that can be embedded in HTML. Message Centrr Widget. For more information on embedding the Simple List Widget. If your company administrator has not assigned you permission to use On Demand widgets and you try to log in to an On Demand widget. The Message Centrr is located in the Action Bar of the CRM On Demand Homepage. see Embedding a Simple Lists Widget (on page 310). When you successfully embed this HTML code in your application. My Accounts and so on. Embed On Demand Content is displayed. navigate to My Setup. see Embedding a Favourite Lists Widget (on page 308). All Opportunities. For more information on embedding the Reports Widget. see Embedding a Reports Widget (on page 309). Message Centre and so on. you can enter your login details to access your CRM On Demand Favourite Lists. For more information on embedding the Message Centre Widget. Then. This On Demand widget displays your favourite CRM On Demand lists. HTML code that you can use to embed On Demand widgets in other applications is provided in the My Setup page in CRM On Demand. If it is enabled. a CRM On Demand login window appears. NOTE: The Simple List Widget does not provide shortcuts to the Fund or Fund Request records. This On Demand widget displays reports created in CRM On Demand. Simple List Widget. If your company administrator has made this feature available to you. You can open the CRM On Demand application in a new browser window by clicking Open Application. The following On Demand widgets are available: Favourite Lists Widget. To confirm if this feature is enabled in your CRM On Demand application.About On Demand Widgets About On Demand Widgets CRM On Demand provides you with HTML code that you can use to embed a number of On Demand widgets in desktop applications that support Web widgets. or in any standalone Web page. the login fails.

Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. From the Favourite Lists Widget section. All Opportunities. You can also embed them in portals and in standalone Web pages. From the Message Centre Widget section. a CRM On Demand login window appears. Using this On Demand widget. 4 Enter your On Demand login details to access your Favourite Lists data. To embed Message Centre 1 2 3 Navigate to My Setup. Click Embed On Demand Content. 308 CRM On Demand Online Help Release 15 . Click Embed On Demand Content. a CRM On Demand login window appears. from your CRM On Demand application in desktop applications that support widgets. When you successfully embed this HTML code in your application. Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. The Message Centre is located in the Action Bar of the CRM On Demand Homepage.Personalising Your Application Embedding a Favourite Lists Widget You can embed your CRM On Demand favourite lists widget. for example. For more information about using CRM On Demand widgets on mashup sites. copy the HTML code to your application. copy the HTML code to your application. To embed Favourite Lists 1 2 3 Navigate to My Setup. you can access the messages received in CRM On Demand without logging in to the CRM On Demand application. My Accounts and so on. A mashup is a Web-based application that combines data from more than one source. Embedding a Message Centre Widget This On Demand widget allows you to embed a Message Centre in desktop applications that support Web widgets. You can also embed them in portals and in standalone Web pages. see Example of Embedding On Demand Widgets (on page 310). You can use the Add to Google button to quickly add this widget to Google. When you successfully embed this HTML code in your application.

For more information on using On Demand widgets.About On Demand Widgets 4 5 Enter your CRM On Demand login details to access the messages in your Message Centre. Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. enter the paths of the reports (or dashboards) that you want to display. Embedding a Reports Widget This On Demand widget allows you to embed CRM On Demand Reports in desktop applications that support Web widgets (you can also embed Dashboard widgets). 5 6 Click Update HTML. When you successfully embed this HTML code in your application. Copy the HTML code to your application. see Reports (on page 347). You can also embed them in portals and in standalone Web pages without having to log in to the CRM On Demand application. see Dashboards (on page 487). You can also add this On Demand widget to the Google Desktop. Click Refresh to access the new messages. select Report or Dashboard from the menu. For more information on dashboards. Click Embed On Demand Content. see Example of Embedding On Demand Widgets (on page 310). CRM On Demand Online Help Release 15 309 . For more information on creating report paths. For more information on reports. NOTE: These paths must be separated by colons (:). In the Reports Widget section. see Creating Homepage Custom Reports (on page 570). To embed reports and dashboards 1 2 3 4 Navigate to My Setup. 7 Enter your CRM On Demand login details to access your reports (or dashboards). In the Path field. a CRM On Demand login window appears.

NOTE: This action changes the available list for the duration of the session. which allows you to add Favourite Lists and Message Centre to your iGoogle page. When you successfully embed this HTML code in your application. 5 6 Enter your CRM On Demand login details to access your list. You can also embed them in portals and in standalone Web pages without having to log in to the CRM On Demand application.Personalising Your Application Embedding a Simple Lists Widget This On Demand widget allows you to embed a simple list typically found in the CRM On Demand Action Bar in desktop applications that support Web widgets. except Fund and Fund Request. Example of Embedding On Demand Widgets This topic describes how to embed an On Demand widget using iGoogle as an example. To view a different list. To embed Simple Lists 1 2 3 4 Navigate to My Setup. the list reverts to the original list after you log out of your session. In the Simple Lists section. Click Embed On Demand Content. select a list from the menu. click Configure. a CRM On Demand login window appears. You can change the list as many times as you want during your session. 310 CRM On Demand Online Help Release 15 . Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. However. CRM On Demand provides an Add to Google button. The Simple Lists widget displays shortcuts to all the lists in CRM On Demand. Copy the HTML code to your application. CRM On Demand also has configured XML files that allow you to add Favourite Lists and Message Centre to Google Desktop. To embed the Message Centre Widget in a mashup site 1 2 Navigate to My Setup. Click Embed On Demand Content.

oracle. 5 Click Add to Google. 4 Click Add.xml Click the search icon. 4 Select See this gadget when you visit Google.Example of Embedding On Demand Widgets 3 Click Add to Google under Favourite Lists Widget.com/oracle_msgcntr_1_0.googlepages. 6 Enter your CRM On Demand login details to access the Message Centre. A CRM On Demand login window appears for the Message Centre. The CRM On Demand Message Centre icon is displayed. TIP: Review the other check boxes displayed on this page and select your preferences for iGoogle accordingly. The Message Centre is added to your Google Desktop. The main iGoogle Web page opens. To embed Message Centre in Google Desktop 1 Right-click the Google Desktop taskbar and select Add Gadgets. CRM On Demand Online Help Release 15 311 . The Add Gadgets window appears. 2 3 Enter the following URL into the search field: http://crmondemand. A browser window opens. see Working with the Message Centre (on page 12). 5 Enter your CRM On Demand login details to access the Message Centre.com. For more information on the Message Centre.

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This allows you to work offline. you can run a synchronisation session to keep the records consistent between the two applications. Lead. Microsoft® Word You can use your Siebel CRM On Demand data to create mail merges and mass email in Microsoft Word using Siebel CRM On Demand Integration for Office. tasks and appointments to an Offline edition of Siebel CRM On Demand on your laptop or desktop.C H A P T E R 1 9 19 Working with Other Applications Siebel CRM On Demand works with these applications to provide additional functionality: Offline edition of Siebel CRM On Demand You can copy accounts (and their linked contacts and opportunities). After updating these records. Microsoft® Excel You can create refreshable offline Microsoft Excel reports containing your Siebel CRM On Demand data using Siebel CRM On Demand Integration for Office. you can also link specific emails to Account. Lotus Notes and your Palm Handheld and vice-versa. Personal Information Managers (PIM) You can copy your contacts. you can upload your changes to your company’s Siebel CRM On Demand application. Opportunity or Service Request records in Siebel CRM On Demand. This allows you to store critical emails with the relevant records. Microsoft® Outlook Through Siebel Outlook Email Integration On Demand. The software that you use for this feature is Siebel PIM Sync On Demand. CRM On Demand Online Help Release 15 313 . Checking Your System Requirements Make sure that your computer meets the system requirements before you install the software. When you reconnect to the Internet. disconnected from the Internet. tasks and appointments from Siebel CRM On Demand to Microsoft® Outlook. Contact.

The following table shows you what record types you can download or upload and what information is carried over with these records. you can view or update these records as well as create new records while working offline. you must have the Enable Offline Access privilege. 314 CRM On Demand Online Help Release 15 . click the link for the procedure you’re interested in. but it offers a subset of the functionality available in the main application. When you download records. On the Personal Homepage. The interface is similar to the main Siebel CRM On Demand application. updating opportunities linked to accounts. After downloading. To do so. marking tasks as completed and setting up appointments. make sure that your hardware and software meet the listed requirements. Using the Offline Edition The Offline edition of Siebel CRM On Demand lets you do much of your work. Related Topics What Records You Can Use Offline Installing the Offline Edition 316 317 319 320 314 Downloading Records to Your Offline Edition Uploading Records From Your Offline Edition About Conflict Resolution with the Offline Edition What Records You Can Use Offline You can download a subset of the total information that you have access to in Siebel CRM On Demand. click the Data & Integration Tools link. click the MySetup link. you can limit the records to be included. On the Data & Integration Tools page. NOTE: In order to work offline. you copy or download the records from Siebel CRM On Demand to your computer.Working with Other Applications To check the system requirements 1 2 3 4 From any page in Siebel CRM On Demand. while you are disconnected from the Internet. In the System Requirements section on the page that appears. such as adding accounts. The process of keeping both sets of records consistent is called synchronisation. based on criteria you set up. you can upload the new record information to your company's Siebel CRM On Demand application. When you reconnect to the Internet.

such as Appointments and Tasks. Due Date falls between Today and 2 months into the past Open Activities Contacts Accounts Opportunities Contacts Appointments Tasks Opportunities Contacts Appointments Tasks Open Activities Completed Activities. Related Contacts Related Contacts is not part of the standard application. Contact Relationship Opportunities Contacts Accounts Contacts Appointments Tasks Open Activities CRM On Demand Online Help Release 15 315 . such as Appointments and Tasks.Using the Offline Edition This record type Carries this linked information when downloading or uploading Opportunities Along with this information linked Contacts Appointments Tasks Accounts Contacts Completed Activities.

you can: Click Save to copy the Offline_OnDemand. However. read the information and then click the Download Siebel Offline On Demand link. You need to stay connected to the Internet to continue with the installation. If you copy the file. You may set up the Service Representative and Service Manager roles with the privilege required to install the Offline Edition using role management. 316 CRM On Demand Online Help Release 15 . click the Data & Integration Tools link. For the path to this page. open the Offline_OnDemand. Installing the Offline Edition Before you begin. and import it into the Offline edition of Siebel CRM On Demand. Along with this information linked TIP: Leads are not available in the Offline edition.exe file. Make sure your computer meets the system requirements shown in the System Requirements section in Siebel CRM On Demand. To install the Offline edition 1 2 3 4 5 6 7 Sign in to Siebel CRM On Demand. 8 9 Follow the instructions to complete the installation. see Working with Other Applications.exe file to your hard drive to install while you are offline. such as Appointments and Tasks. All users except those with the Service Representative or Service Manager roles have the Offline privilege enabled to install the Offline edition of Siebel CRM On Demand. On the Siebel Offline On Demand page.Working with Other Applications This record type Carries this linked information when downloading or uploading Completed Activities. Click the MySetup link at the top of any page. On the Personal Homepage. click the Siebel Offline On Demand link. On the Data & Integration Tools page. (see "Working with Other Applications" on page 313) To use the Offline edition of CRM On Demand. Repeat Step 5. (Recommended) Click Open to begin the installation. install it on your laptop or desktop computer. In the window. you can save this information to a spreadsheet. if you want to use lead contact information.

The complete set of records that you can download consists of those you own. download the records that you want to use while working offline. the Offline On Demand icon on your taskbar is an Microsoft Excel icon. see Working with Lists (on page 39). enter your email address and password. increasing the number will increase the amount of time it takes to complete the download process. For instructions. If your records exceed this number. NOTE: Your company administrator can request an increase in the number of records available for download. However. make sure that you Enable macros and select the option to always trust macros from Siebel. Tip: When you work offline. use filtered lists to divide your records into a smaller number. If they are the same. CRM On Demand Online Help Release 15 317 . Date and time are determined by regional settings on your computer.Using the Offline Edition If you accept the default location.xls file is saved in the c:\Siebel\Offline OnDemand folder. the downloading of records to Offline CRM On Demand fails. the Offline_OnDemand. you cannot use dashes to separate the day and month for dates and also to separate the hour and minute for time. such as accounts based on different Priority values or on location. After installing the Offline edition. When prompted to sign in to Siebel CRM On Demand. Contact or Opportunity records that are downloaded to your computer. Within regional settings. For example. and those shared with you and with team members. set up the filtered lists that you want to use to restrict the Account. You must be connected to the Internet to download or upload your records. You can download 250 accounts. Click the Download button. it is possible to change the formatting of the default date and time. 10 If you receive a message about enabling macros when opening Offline_OnDemand. Click the Enable Macros button in Excel. or 750 contacts or opportunities at one time. The separators for date and time cannot be the same.xls. Downloading Records to Your Offline Edition Before you begin: In Siebel CRM On Demand. To download records 1 2 3 4 Open the Offline edition.

Process the data within Offline edition. b c For Contacts. if you want to view activities created by another user. All the lists that you or your managers created for you appear in the drop-down list in the Offline edition. navigate to the Offline directory to check the error log for the specific error message. Download the data to the Offline edition. a message notifying you of a successful download appears on-screen. 6 If you want to download appointments and tasks. NOTE: The lists for Tasks and Appointments are built into the product and cannot be changed. For Opportunities. 7 Click Download. 318 CRM On Demand Online Help Release 15 . only the activities from the past year are available. If you want to view the activities that you created for an Account. see your administrator. When the process is complete. If you do not do this. select which Contacts you want to download from the drop-down list. However. select which Accounts you want to download from the drop-down list. select which Opportunities you wish to download from the drop-down list. Progress bars indicate how the three-step download process is progressing: a b c Server request to retrieve data.Working with Other Applications NOTE: You must set up your security credentials properly for Siebel CRM On Demand. 5 Perform one of the following: a For Accounts. In this case. a Page Not Found error might be displayed on screen. For further information. including the security questions. only those activities from the past 60 days are available for viewing. TIP: If an error message appears. you receive activities from the past year. You always receive Tasks and Appointments from the previous two months unless you select the extended Task and Appointment download. select the Tasks and Appointments that you wish to download from the appropriate drop-down arrow. What you can view in On Demand depends on your access rights. NOTE: Activities created on an account can be accessed depending on who created them.

3 When the upload is completed. Make sure that the time zone on your laptop or desktop computer is set to the same one used in your Siebel CRM On Demand application. You must be connected to the Internet to upload your records. To upload records 1 2 In the Offline edition. CRM On Demand Online Help Release 15 319 . you will not be able to edit the record after it is saved in the Offline edition. if you want to transfer the ownership of the account from yourself to another employee. you are prompted to perform a download. If you receive an error message. upload the account first. Before you begin. Related Topics Uploading Records From Your Offline Edition 319 Uploading Records From Your Offline Edition After you add or update records in the Offline edition. (If you transfer ownership. TIP: The Offline Status information on the left displays the number of changes you make while working offline. NOTE: Deleting records must be performed from Siebel CRM On Demand. Adding and updating records works the same way in your Offline edition as it does in the main application. Also. Sign in to Siebel CRM On Demand. followed by a message notifying you of a successful upload. see Updating Your Personal Details (on page 292). For instructions on viewing your time zone in Siebel CRM On Demand. You can update records wherever you see an Edit button or an Edit link. and then change the owner in Siebel CRM On Demand. You can add records from the Create box on the left Action bar or wherever you see a New button on a page. not the Offline edition. click the Upload button. Before you begin. A progress bar appears. you want to upload the new information to your company's Siebel CRM On Demand application.) You cannot upload changes to accounts unless you either own it or it has been shared with you by the owner through the Account Team or Book feature.Using the Offline Edition Adding and Updating Records in Your Offline Edition You can add or update records in your Offline edition and later upload these to Siebel CRM On Demand. the uploading process continues but ignores the records with the conflicting changes.

which is Siebel PIM Sync On Demand. you need to address each issue manually. such as adding a contact or updating a contact's business phone number from either application. and updates made by other employees in Siebel CRM On Demand are downloaded to the PIM. By default. This is a conflict that is recognised during the synchronisation.0/6. 2003. To review the errors. you run Siebel PIM Sync On Demand again so that the information in both Siebel CRM On Demand and the PIM is consistent. Synchronising with PIMs You can synchronise contacts. 320 CRM On Demand Online Help Release 15 . schedule appointments and keep To-Do lists in either application and then synchronise the information. However. you must have administrator rights that allow you to install software on your desktop.x This allows you to update contact records. You can then make changes. if an error cannot be resolved by this rule. 4 Click Yes and continue with the download. you first install the software that allows for the synchronisation. you then do the initial synchronisation between Siebel CRM On Demand and the PIM. For example. the field change in Siebel CRM On Demand overrides your changes. appointments and tasks between Siebel CRM On Demand and the following PIMs: Microsoft® Outlook 2002. Related Topics About Conflict Resolution with the Offline Edition 320 About Conflict Resolution with the Offline Edition Conflicts occur at the field level when the same field in the same record has been updated in Siebel CRM On Demand and in the Offline edition. open the UploadError file in the Offline On Demand directory or print it.0 Palm Desktop 4.5/7. Using the sync software. another employee might update an email address in Siebel CRM On Demand while you updated the same email address in the Offline edition.Working with Other Applications NOTE: You must download a new data set otherwise your Offline edition will be read-only. 2007. Lotus Notes 6. Finally. To do so. NOTE: In order to install and run the sync software.

You may have an account or company associated with a contact in the PIM.} the application returns a match like {\f2 "Italian BM Hardware Division 132426". CRM On Demand Online Help Release 15 321 . the application returns a match such as "IBM Hardware Division (Global Operation)". If no similar match is returned. NOTE: Fuzzy Matching is case-sensitive. the application attempts to match this account or company with an existing account in Siebel CRM On Demand. The application uses Fuzzy Matching to search for accounts. the application performs a further search. navigate to Admin > Company Administration > Company Profile > Company Security Settings and select or unselect Disable PIM Sync Extended Account Association as necessary. Address information. and performs the following actions: If only one account is found. If more than one account is found. the application creates a new account for the requested account and uses it. not from the PIM. If Fuzzy Matching is disabled. the application associates the requested account with the account that was found. if the account name has special characters. comma. Fuzzy Matching is enabled by default for existing customers and is disabled by default for new customers. During synchronisation. If Fuzzy Matching is enabled. dot and so on. If the requested account is {\f2 "I. and all the accounts have specified locations.Synchronising with PIMs About Contacts New and updated contact records are synchronised between the PIM and Siebel CRM On Demand. The business address fields in the PIM are mapped to the alternate address fields in Siebel CRM On Demand. the application associates the requested account with an account from the search results with no specified location. the contacts from Siebel CRM On Demand are added again to the PIM. It is your responsibility as a user to verify if the requested account is correctly associated with the matched account if Fuzzy Matching is enabled. Hardware Division".} If the name does not contain special characters. the application searches for an exact match to the requested account. You should delete contacts from Siebel CRM On Demand. If the requested account is "IBM Hardware Division".M.B. This is the same action that is performed when Fuzzy Matching is disabled. If no exact match is returned. this time embedding wildcards. Searching Account information. For example. the application performs the following actions: It searches for an exact match to the account. for matches similar to the search string. Home address information is not synchronised. To enable or disable Fuzzy Matching. Deleting contacts. Otherwise. the application replaces them with a wildcard character such as an asterisk. If more than one account is found. during the next synchronisation. such as an underscore. the application appends one wildcard character to the end of the requested account. the application creates and uses a new account for the requested account.

Account: XYZ Ltd. Reminders. Group meetings. However. The reminder in your PIM that notifies you of upcoming appointments. If an appointment or task is linked to a contact. All updates and deletions that you make in your PIM continue to be synchronised between the two applications. However. or of tasks that are past their due date. the appointment is also deleted in your PIM calendar. Also. this record type is named in the first line of the Body field in Outlook. If you are not the owner of the group meeting but one of the attendees. does not exist in Siebel CRM On Demand. account. If you delete that meeting in Siebel CRM On Demand and then sync again with the PIM. Maximum number of records. Each instance of a recurring task appears as a separate task in Siebel CRM On Demand. they are uploaded to Siebel CRM On Demand and appear in the Calendar. you must manually set the reminder in your PIM for any new appointments or tasks that are created in Siebel CRM On Demand and then copied over to your PIM during synchronisation. none of the changes that you make to this information affect Siebel CRM On Demand. your name remains on the attendee list in the others' PIM calendars. the number of recurring appointments and tasks created in Siebel CRM On Demand has a maximum limit. Since the Related To information lists the records that are linked to the appointment or task. the Related To line is not copied over to the Description field in Siebel CRM On Demand. You must manage recurring appointments through your PIM. updated or deleted appointment and task records are synchronised between the PIM and Siebel CRM On Demand. lead. For example: Related To: Contact: Maria Smith. Recurring appointments and tasks. During the synchronisation. opportunity. Service Request: Provide upgrade. this is what happens: If you are the owner of the record (you set up the meeting).. If you change an individual task record in Siebel CRM On Demand. Unlike other information that appears in the Body field. Employees at your company can set up a group meeting in the PIM and then add it to Siebel CRM On Demand during synchronisation. campaign or service request in Siebel CRM On Demand. as shown in the following table: Recurring Frequency Daily Weekly Monthly Quarterly Record Limit 31 53 13 5 322 CRM On Demand Online Help Release 15 . it is not overwritten during subsequent synchronisations. the group meeting is retained in the attendees' PIM calendars. the appointment is deleted from your PIM calendar. this change is preserved. To reduce synchronisation time. Linked records.Working with Other Applications About Appointments and Tasks New. such as a 15-minute reminder.

If the required fields are not filled. NOTE: The application ignores differences in punctuation and capitalisation when determining matches.April 7.B. When this occurs. Field mappings are fixed and cannot be changed. ibm.M.5/7.March 31). I. all these account names (linked to contacts) would be considered matches. once again 31 daily appointments are created. which fields are required (in the Siebel CRM On Demand column).0/6. The following table shows which fields are the key fields (in the Outlook column). Siebel CRM On Demand Field Contacts Assistant Name Assistant Phone # Contact City Contact Country Work Phone # Microsoft Outlook Field Lotus Notes 6. and therefore the same record: IBM. it is stated in the log file.. and how the fields are mapped between Siebel CRM On Demand and Outlook. For example. but this time they extend from March 8 . If you run another sync a week later (on March 8). the information is not retrieved from any of the applications. if you have John Smith as a contact in Outlook and John Smith as a contact in Siebel CRM On Demand. Those fields that are not listed here are not mapped. Siebel CRM On Demand creates 31 daily appointments (March 1 . the sync engine sees them as matching records and treats them as one record. For example. the record is not created.0 Field Palm Desktop Field Assistant Name Assistant Telephone Number Business Address City Business Address Country Business Telephone Number Assistant Assistant Phone # Business City Business Country Office phone Assistant City Country Work CRM On Demand Online Help Release 15 323 .Synchronising with PIMs Recurring Frequency Yearly Other Record Limit 2 50 For example: If you have a daily appointment in Outlook and you synchronise on March 1. the sync engine looks at certain key fields to match records in your PIM and Siebel CRM On Demand. About the Sync Engine and Field Mapping When the initial synchronisation takes place.

/Ms.5/7.0/6. First Name (Required) Job Title Last Name (Required) Middle Name Mobile Phone # Description Private Mr.Working with Other Applications Siebel CRM On Demand Field Contact County Contact Address Contact Zip/Post Code Account Department Email Work Fax No. Appointments Description End Time (Date Part) (Required) End Time (Time Part) (Required) Location Private Start Time (Date Part) (Required) Microsoft Outlook Field Business Address County Lotus Notes 6.0 Field Business County Palm Desktop Field County Address Post Code Company Department E-mail Fax First name Title Last name Middle name Mobile Note Private Business Address Street Business Street Business Address Post Code Company Name (Key field) Department Email1 Address Business Fax Number First name Job title Last name (Key field) Business Post Code Company Department eMail address Office fax First name Job title Last name Middle name (Key field) Middle name Mobile Telephone Number Body Private Title Mobile phone Comment Private Title Body End Date End Time Location Private Start Date (Key field) Description End Date End Time Location Mark Private Begin Date Note End Date End Time Mark Private Date 324 CRM On Demand Online Help Release 15 .

you need to: 1 2 Install the synchronisation software (Siebel PIM Sync On Demand).0/6. CRM On Demand Online Help Release 15 325 . When synchronising data. Configure the settings for synchronisation.0 Field Begin Time Subject Palm Desktop Field Start Time Description Completed Flag Body Due Date Priority Private Flag Status Subject (Key field) Completed? Description Due Date Priority Mark Private Complete Note Due Date Priority Private Subject Description Running the Initial Synchronisation with Your PIM To run the initial synchronisation between your PIM and Siebel CRM On Demand. Make sure your computer meets the system requirements shown in the System Requirements section in Siebel CRM On Demand. you can use filters to synchronise a subset of records. based on criteria that you specify. if you are planning to visit a particular region of the country and want to synchronise the contacts for the areas that you are visiting—or if you want to carry the contact information for only your high-profile customers—you would create filters to limit your records. 3 Perform the initial synchronisation of data. Before you begin: Connect to the Internet.Synchronising with PIMs Siebel CRM On Demand Field Start Time (Time Part) (Required) Subject (Required) Tasks (ToDo's) Completed Description Due Date (Required) Priority (Required) Private Status Subject (Required) Microsoft Outlook Field Start Time Subject (Key field) Lotus Notes 6.5/7. NOTE: You can create filters during this step. For example.

On the Siebel PIM Sync On Demand page. click the Data & Integration Tools link. won't be added to the record in Siebel CRM On Demand. such as the trademark or Euro symbols. CAUTION: If you change your time zone (for example. On the Personal Homepage. For instructions on setting your time zone in Siebel CRM On Demand. To install the synchronisation software 1 2 3 4 5 6 Sign in to Siebel CRM On Demand. might not appear correctly between Outlook and Siebel CRM On Demand.Working with Other Applications Each user should synchronise from his or her computer. the records will be marked private within On Demand and deleted from your PIM client. make sure that the Private checkbox (bottom right corner of record details) is selected for your personal tasks. Click the My Setup link at the top of any page. see Updating Your Personal Details (on page 292). On the second Siebel PIM Sync On Demand page. 326 CRM On Demand Online Help Release 15 . make sure that you close Siebel PIM Sync On Demand and then re-open it. appointments and contacts in Microsoft Outlook. read the information and click the Download Siebel PIM Sync On Demand link. For example. This allows the application to synchronise the times set for your tasks and appointments accurately. make sure that your data is set up properly in the appropriate fields. If you are going to share a contact through different users within the application and then synchronise the contact's details with a mobile. if you include the Country in the State field in Outlook. it will not match the drop-down options in Siebel CRM On Demand and. if you set your computer clock to match the time in another region while you're travelling). Make sure that the time zone set in Siebel CRM On Demand corresponds to the time zone set in your PIM application. Special characters. read the additional information and click the Download Siebel PIM Sync On Demand link. In subsequent syncs. Select the filter within PIM Sync to exclude private data before your first synchronisation. click the Download Siebel PIM Sync On Demand link. otherwise. Siebel PIM Sync On Demand does not support multiple users synchronising from the same machine or the same user synchronising from multiple computers. If you are going to create a filter to exclude your private records from being added to Siebel CRM On Demand. Since the data is mapped to specific fields in each application. On the Data & Integration Tools page. therefore. make sure the Enable Sync of Team Contacts checkbox (located under Additional Information under Personal Preferences) is selected. this type of mismatch is treated as a conflict.

Click the Conflict Resolution tab. To exclude your private records. and click Setup. select Siebel CRM On Demand > Siebel PIM Sync On Demand Siebel PIM Sync On Demand.Synchronising with PIMs 7 In the window. The default is to synchronise only future appointments and event items. 10 Follow the instructions to complete the installation. 9 Open the folder where you unzipped the file. In the Siebel PIM Sync On Demand window. CAUTION: Selecting the Exclude Private Data filter can cause your private records to be deleted during subsequent synchronisations. 9 10 Click Filters and either keep the <None Selected> default or create a new filter based on any default fields in Outlook. and select how you want conflicts to be resolved. create a new filter based on the Private field in Outlook.exe to start the installation wizard. click Specify Synchronisation Settings. Click Open to begin the installation. In the Choose Application window. you can: Click Save to copy the file to your hard drive to install while you are offline. see About Conflict Resolution with PIMs (on page 331). You need to stay connected to the Internet to continue with the installation. select Appointments and click Choose. (Recommended). In the Siebel PIM Sync On Demand Configuration window. For Date Range (available for Appointments and ToDo's). CRM On Demand Online Help Release 15 327 . select Synchronise and click OK. In the Siebel PIM Sync On Demand window. 8 Unzip the files. click the Configure drop-down list and select Advanced Settings. From the Start menu on your computer. A data conflict exists when two records contain the same values in key fields. In the Siebel PIM Sync On Demand Configuration window. and click Configure Applications. The default location is C:\OnDemandCRM\sync. For information on the options. type the email address and password that you use to sign into Siebel CRM On Demand. select MS Outlook. select the time span for determining which records are synchronised. To configure the synchronisation 1 2 3 4 5 6 7 8 Install the software.

Click the Configure Applications button. The new filter you have set up is selected in the list. Click the Filters tab. if you set up another filter. For example. To create a filter 1 Go to the Siebel PIM Sync On Demand Configuration window: a From the Start menu on your computer. 12 In the Siebel PIM Sync On Demand window. 9 In the Advanced Settings window. In the Siebel PIM Sync On Demand window. Type in a name for the filter (for example: Exclude Private Contacts). select Siebel CRM On Demand > Siebel PIM Sync On Demand Siebel PIM Sync On Demand. Click OK. click Specify Synchronisation Settings." with the condition "contains. b c 2 3 4 5 6 7 Select the record type you want to filter on. (Optional) Repeat these steps to add more values or more conditions for this filter. Click New.Working with Other Applications 11 Repeat Step 5 to Step 10 for the other record types. Select one option: All conditions must be met or One or more conditions must be met. based on "Company Name. 8 Set up the rules for the filter: a b c Click the Rules tab." then enter the first company name to match: IBM. Set up the conditions for the filter: a b c Click the Field button and select a Category from the list (for example: Private). Select an Operator (for example: is false). if necessary. d e Click Add to List. click Save. Click the Configure drop-down list and select Advanced Settings. 328 CRM On Demand Online Help Release 15 . click OK. Type in the first Value to match.

To change the synchronisation settings 1 2 3 4 5 From the Start menu on your computer. select the record type whose settings you want to change. Before you begin. if you find that the synchronisation is taking a long time. click Save. a confirmation box appears listing the changes made for records of that type. and specify new options. Connect to the Internet. For each record type. Changing the Synchronisation Settings You can change the settings before you synchronise your data. CRM On Demand Online Help Release 15 329 . select Siebel CRM On Demand > Siebel PIM Sync On Demand > Siebel PIM Sync On Demand. In the Siebel PIM Sync On Demand Configuration window. cancel the sync. select Siebel CRM On Demand > Siebel PIM Sync On Demand > Siebel PIM Sync On Demand. or accept the changes to complete the synchronisation process.Synchronising with PIMs 10 To use this filter and run the synchronisation process now. click Specify Synchronisation Settings. click the Synchronise Your Data button. For example. To change your email address and password. Only those records that meet your defined criteria are synchronised. In the Siebel PIM Sync On Demand window. see Running the Initial Synchronisation with Your PIM (on page 325). To do the initial synchronisation 1 2 From the Start menu on your computer. In the Siebel PIM Sync On Demand window. In the Siebel PIM Sync On Demand window. type the new information in the Siebel PIM Sync On Demand window. you might want to reduce the set of data that you synchronise during one session. You can review the changes. click Configure Applications. click Synchronise Your Data. For more information. 6 In the Siebel PIM Sync On Demand window.

After the sync session is completed. Click the My Setup link at the top of any page. cancel the sync. This allows the application to synchronise the times set for your tasks and appointments accurately. there are no further reminders triggered. add or delete contacts. After that. To run additional synchronisation sessions 1 2 From the Start menu on your computer. If you do not synchronise for seven days. For each record type. 330 CRM On Demand Online Help Release 15 . click the Data & Integration Tools link. On the Personal Homepage. click Synchronise Your Data. In the Siebel PIM Sync On Demand window. a confirmation box appears listing the changes made for records of that type. warnings and high-level changes to Siebel CRM On Demand. Before you begin. so they only contain data about the most current sync. you need to be connected to the Internet. if you set your computer clock to match the time in another region while you're travelling). Connect to the Internet. To review the sync results for Siebel CRM On Demand 1 2 3 Sign in to Siebel CRM On Demand. make sure that you close Siebel PIM Sync On Demand and then re-open it. tasks or appointments. You can review the changes. select Siebel CRM On Demand > Siebel PIM Sync On Demand > Siebel PIM Sync On Demand. The reminder appears once a week until 21 days have passed. you can also review the latest sync results by opening log files: One log file records errors. CAUTION: If you change your time zone (for example. but you do not need to be signed in to Siebel CRM On Demand. Reviewing the Sync Results During the sync process. The other log file tracks the changes made to Outlook on a very detailed level. the application adds a task to remind you to do so. you are prompted to confirm the results.Working with Other Applications Running Additional Synchronisation Sessions You will need to synchronise your records whenever you update. or accept the changes to complete the synchronisation process. This file is on the server and accessible through Siebel CRM On Demand. To do so. The log files are overwritten each time a sync session is run.

a data conflict causes a conflicting record to be added to each system. when Add all conflicting items is selected. if a text field is changed in both systems. The original conflicting records remain intact.txt.Synchronising with PIMs 4 5 6 On the Data & Integration Tools page.log: C:\Documents and Settings\<Windows user>\Application Data\Siebel PIM Sync OnDemand Is4web. CRM On Demand Online Help Release 15 331 . click the View Sync Log link. The default file name is pim_sync_log. Normally. if an email address has been updated in Siebel CRM On Demand while you updated the same email address in your PIM. For example. Siebel CRM On Demand Wins Use this option when you are confident that Siebel CRM On Demand contains the most current data. No changes are made to either system. and gives you options for resolving the conflict. open the following files: PTrace. On the Siebel PIM Sync On Demand page. Save the file or open it directly. click the Siebel PIM Sync On Demand link. this is a conflict that is recognised during the synchronisation. However. The following options are available for resolving conflicts: Add all conflicting items Add a new record to each system containing mapped values from the record in the other system. To review the sync results for Microsoft Outlook On your computer. The system displays a window with details about each conflict that it detects. Notify me when conflicts occur (Default) Receive notification when conflicts occur. and the text in one field is a truncated version of the text in the other.log: C:\Documents and Settings\<Windows user>\Application Data\Siebel PIM Sync OnDemand\<email login On Demand> About Conflict Resolution with PIMs Conflicts occur on the field level when the same field in the same record has been updated in Siebel CRM On Demand and in your PIM. the shorter text is overwritten by the longer text. Ignore all conflicting items Let the conflict stand. MS Outlook Wins Use this option when you are confident that your PIM contains the most current data.

Adding Emails from Microsoft Outlook and Lotus Notes On Demand Outlook®. 332 CRM On Demand Online Help Release 15 . Under the Mail Format tab. Lead. To verify this. including new email addresses Search Siebel CRM On Demand to find addressee information To use OEI or NEI. you are prompted on how to handle each record conflict. you can: Add the email as a task record (a completed activity) linked to Account. Leads. the sync continues. This appears in the Inbox toolbar. This appears in the Message window toolbar. Siebel On Demand Find.Working with Other Applications If you accept the default setting for conflict resolution (notify me). available to the entire sales team. The wizard creates an Outlook plug-in that adds the following icons or labels to the Outlook toolbar: Add to Siebel On Demand. install it on your laptop or desktop computer. Email Integration (NEI) are modules that allow you to add emails from Microsoft Outlook and from Lotus Notes to Siebel CRM On Demand. Contact. click Tools in the Outlook menu bar and select Options. When you resolve the conflict. clear the checkbox for this field: Use Microsoft Word to edit email messages. OEI Installation The OEI installation involves downloading and running a setup program which runs a simple InstallShield wizard. Opportunities or Service Requests to Siebel CRM On Demand Create follow-up tasks or appointments from the emails in Siebel CRM On Demand Update Siebel CRM On Demand records directly from Outlook or Notes. When you add emails to the application (either previously received or outgoing emails). Make sure that Microsoft Word is not selected as your email editor. Email Integration (OEI) and On Demand Notes®. Opportunity or Service records in Siebel CRM On Demand Add the email recipients as Contacts. Before you begin the OEI installation: Make sure your computer meets the system requirements shown in the System Requirements section in Siebel CRM On Demand. This appears in the Message window toolbar. NOTE: Overlapping appointments are not treated as data conflicts during synchronisations. These emails form a history of all your account interactions. Send & Add to Siebel On Demand.

On the Personal Homepage. click the Siebel Outlook Email Integration On Demand link. Before you begin the NEI installation: Check with your On Demand administrator to see if NEI has been enabled at your company. Sign in to Siebel CRM On Demand. Obtain the NEI Installer from your On Demand administrator.Adding Emails from Microsoft Outlook and Lotus Notes To install OEI 1 2 3 4 5 6 7 8 9 Exit Microsoft Outlook and close all its open windows. and save it to your desktop. Click the My Setup link at the top of any page. On your hard drive.5 or higher supports NEI. click the Data & Integration Tools link. The wizard installs and registers a Lotus Notes plug-in that adds the following buttons to the folder and memo views in Lotus Notes: Add to Siebel. Send & Add to Siebel. read the information and then click the Download Siebel Outlook Email Integration On Demand link. Your company's Lotus Notes administrator must make modifications to your company's corporate Lotus Notes template to enable NEI before NEI will work. CRM On Demand Online Help Release 15 333 . open the OEI Setup. CAUTION: Do not attempt to install NEI until you are sure that it has been enabled at your company. On the Siebel Outlook Email Integration On Demand page. Lotus Notes 6. Make sure that you have a supported version of Lotus Notes installed on your computer. This button appears in the Inbox and Sent Items folder views. This button appears in the New Memo and Reply Memo views. Click Save (recommended) or Open to unzip the OEI files and save them to your hard drive. On the Data & Integration Tools page. Doing so will require NEI to be uninstalled and reinstalled before it will work. NEI Installation The NEI installation involves downloading and running a setup program that runs a simple InstallShield wizard. Repeat Step 6. To install NEI 1 2 Exit Lotus Notes.exe file and follow the instructions to complete the installation. and close all of its windows.

you do not have to log in again until you close Outlook or Notes. If no match is found. Click the Add to Siebel On Demand icon on the toolbar. 4 To automatically link emails during this session with the contact names in the To. In the Sign In window. 5 Click the Sign In button. To add email information 1 2 3 Highlight or open the email that you want to add to Siebel CRM On Demand. Adding Email Information to Siebel CRM On Demand When adding email to Siebel CRM On Demand. the window appears for you to manually search and link the email to records. Uninstalling OEI or NEI You can uninstall OEI or NEI at any time using the Microsoft Windows Add/Remove Programs utility. and then follow the instructions to complete the installation. select Yes for Automatic Association. the combined file size for the email and attachment cannot exceed 5 megabytes (MB). run Siebel_LNEI_OnDemand. Data that is sent to and from On Demand from OEI or NEI is always encrypted for security. 334 CRM On Demand Online Help Release 15 . NOTE: You only need to sign in once for each Outlook or Notes session. Cc. as described in the following table.exe. The application searches the emails in Siebel CRM On Demand and automatically adds this email as a completed task. enter the email address and password that you normally use to access Siebel CRM On Demand. and From fields.Working with Other Applications 3 From your desktop. The application searches records in Siebel CRM On Demand and displays the results in the Create a Task window.

the application saves the email to all the records in this area and to account records linked to them. In the Selected Records area. Related Records 6 From the Create a Task window. right-click on the email recipient name. Email Recipients Not Found This area shows names appearing in the To or Cc fields in the email that cannot be mapped to existing contacts in Siebel CRM On Demand. Update the information in the New Opportunity or New Service Request form. You can move records from other areas in this window to the Selected Records. This area shows records in Siebel CRM On Demand that are linked to the contact records corresponding to the email recipients. When you click Save in this window. Select Add New Opportunity to On Demand or Add New Service Request to On Demand.Adding Emails from Microsoft Outlook and Lotus Notes This area Contains these records Selected Records Initially. NOTE: A contact must have a linked account record for this email to be saved to it. update the information and save the record. 2 3 Add a new opportunity or service 1 request linked to an email recipient 2 3 4 CRM On Demand Online Help Release 15 335 . you can perform the following: To perform this Add follow-up tasks or appointments to Siebel CRM On Demand Complete the following steps 1 In the Options After Saving area. select the Create a New Task or Create a New Appointment checkbox. Click Save. Click Save. this area shows the contact records whose email addresses in Siebel CRM On Demand exactly match the records in the To. Cc and From fields in the emails. In the New Task or New Appointment form.

Select Add to On Demand (for a new contact record) or Add New Lead to On Demand (for a new lead record). Link this email to another record 1 In the Create a Task window. 2 3 Remove the record from the Selected Records area Double-click the record. Click Save. 3 4 Add this email as a completed task 1 2 Make sure that a record appears in the Selected Records area. Click Save. The email recipient's name moves to the Selected Records area in the window. right-click on the email recipient name. 336 CRM On Demand Online Help Release 15 . The email is saved as a completed task linked to each record in the Selected Records area along with accounts linked to these records. The default values shown in the Activity Details are used unless you update them. It moves to the left side of the window so that it won't be linked to this email.Working with Other Applications To perform this Add the email recipient as a contact or lead Complete the following steps 1 2 In the Email Recipients Not Found area. double-click on any found records to move them to the Selected Records area. This email is saved as a task linked to the selected records with the values shown in the Activity Details area. Update the information in the New Contact or New Lead form. Click Save. (Optional) Update the default settings in the Activity Details area.

showing this information. email address and related record names Move your mouse over the record and keep it there until the tool tip appears. such as the record name. Press Enter. To send an email and add the email to Siebel CRM On Demand 1 2 In Microsoft Outlook. Click Submit. enter a name in the Siebel On Demand Find field. right-click on the record. Click Save. accounts. Records matching the name appear in the Search Results area. Update an email address in On Demand from this email 1 2 3 4 View record information. Update the information in the Edit form. Search Siebel CRM On Demand for 1 additional contacts. (Optional) Add email recipients from the On Demand Contacts records: a b In the Message window. In the Search Results area. The new email address appears in the contact record.Adding Emails from Microsoft Outlook and Lotus Notes To perform this Complete the following steps In the Search drop-down list. Click Save. CRM On Demand Online Help Release 15 337 . opportunities. select the updated email address from the drop-down list. In the Associate Contact with Recipient window. Select Edit. select the record type. leads or service requests 2 3 Update a record 1 2 3 4 Right-click on the record. Select Associate email address. Enter the name for which you want to search. A window displays contacts found in On Demand. In Lotus Notes. click the New Memo or Reply button. click New in the toolbar.

Working with Other Applications

c d

Select one of these options: To, CC or BCC. Click Select.

3 4

Enter additional information as you would normally when sending an email. Click Send & Add to Siebel. When you click Save in the window, the email is sent to the recipients that you selected, and the email itself is saved according to the information in the Create a Task window.

Using Siebel CRM On Demand Integration for Office
Siebel CRM On Demand Integration for Office is comprised of downloadable template files: Mail Merge for Word Reports and Analysis for Excel These template files insert special toolbars into Microsoft Word and Microsoft Excel. Using these toolbars, you can manipulate Siebel CRM On Demand data in Word or Excel to create direct mail, mass email or refreshable offline reports. This section includes the following topics: Using Mail Merge for Word (on page 339). Describes the Mail Merge for Word toolbar, provides information about opening Siebel Mail Merge templates properly and explains how to create a direct mailing or mass email in Word using data from Siebel CRM On Demand. Using Reports and Analysis for Excel (on page 343). Describes the Reports and Analysis for Excel toolbar, provides background information about creating reports using Reports and Analysis for Excel, and describes how to run existing reports and create new reports using Reports and Analysis for Excel. NOTE: To use Siebel CRM On Demand Integration for Office, your administrator must have enabled Web Services. For more information, contact Customer Care. NOTE: Networks that leverage authenticated proxies are not supported.

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Using Mail Merge for Word

Using Mail Merge for Word
Using Mail Merge for Word, you can download your Siebel CRM On Demand data into Word to create a direct mailing or mass email. Before doing so, you need to set up your Siebel Mail Merge templates. Click a topic to see step-by-step procedures for performing the following: Creating Siebel Mail Merge Templates (on page 340) Creating Direct Mailings or Mass Emails with Mail Merge for Word (on page 341)

Related Topics
About the Mail Merge for Word Toolbar 339

About the Mail Merge for Word Toolbar
Mail Merge for Word contains a toolbar, which is used to create mail merges with Siebel CRM On Demand data. The following table describes the options available in the Mail Merge for Word toolbar.

Toolbar Option 1. Get Siebel Data

Description Allows you to sign in to Siebel CRM On Demand and download data to Word. Options are: Contacts, Leads, Accounts, Opportunities, Service Requests and Use Saved List. Choosing Use Saved List allows you to select an existing data source stored on your machine as a list. Allows you to choose which recipients of the downloaded data you want to correspond with. Contains the following options: AutoText. Allows you to insert predetermined fields into the message. For example, you can insert a closing line into each message using the AutoText option. Insert Siebel Field. Allows you to insert fields from the Siebel CRM On Demand record into the message. For example, you may choose to insert Full_Name into the greeting of each message.

2. Refine Recipients 3. Refine Message

4. Preview

Allows you to preview each message. You can use the arrows to scroll through each one.

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Toolbar Option 5. Print or Send Message

Description Allows you to merge the data into the template and print, merge into a separate Word document, or merge into individually addressed email messages and send these out. Allows you to create an activity in Siebel CRM On Demand as a record of the correspondence. This single activity is associated with each of the message’s recipients. The text of the sent template is automatically inserted into the description of this activity.

6. Log as Siebel Activity

Creating Siebel Mail Merge Templates
There is no installation required to use Mail Merge for Word because its toolbar is attached to each template file. The following procedure describes how to create a Siebel Mail Merge template using the Mail Merge for Word toolbar. Using the toolbar to create Siebel Mail Merge templates allows you to make sure that your Siebel CRM On Demand data will support the personalisation you are embedding into the template.

About Opening Siebel Mail Merge Templates
To make sure that Mail Merge for Word is attached to any templates that you create or modify, you must always open the original template files. Make sure that you have opened the original template file by checking the title bar. The document title should have a .dot extension. NOTE: Do not double-click the file to open it. This simply opens a new Word document based on the template file. If you save any changes while in this mode, you will be saving a normal Word document that does not have the Mail Merge for Word toolbar attached.

To create or modify Siebel Mail Merge templates

1 2 3

Save the Siebel Mail Merge Template .dot file to your computer. Right-click the Siebel Mail Merge template that you have saved locally and select Open. The file opens in Word. Create a typical correspondence using the Mail Merge for Word toolbar and Word functionality. You can refine recipients, insert Siebel fields, preview and so on. For specific details about how to create a correspondence using the toolbar, see Creating Direct Mailings or Mass Emails with Mail Merge for Word (on page 341).

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Before saving the template, unlink the data source from the template as follows:

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a b

Click the Main document setup button on the Microsoft Word Mail Merge toolbar. In the Main Document Type dialog box, select the Normal Word document radio button. NOTE: If the Microsoft Word Mail Merge toolbar is not visible, access it by clicking View > Toolbars > Mail Merge in the Word menu bar.

CAUTION: If you save and publish a template before unlinking the data source, the file will attempt to connect to a data source on the local machine when it is used.

5

Perform one of the following: If you are saving a new template, select File > Save As. If you are saving changes to an existing template, select File > Save.

Creating Direct Mailings or Mass Emails with Mail Merge for Word
Using Mail Merge for Word, you can download Siebel CRM On Demand data and merge it into a Word document. The following procedure uses Contacts as an example, but you can also create mail merges using On Demand data from Leads, Accounts, Opportunities and Service Requests or using a recipient list you have saved locally.

To create a direct mailing or mass email using Mail Merge for Word

1 2 3 4

Open the Word template file you want to use for your direct mailing. On the Mail Merge for Word toolbar, click Get Siebel Data > Contacts. In the CRM On Demand - Sign-in dialog box, complete the appropriate fields and click Sign In to sign in to Siebel CRM On Demand. In the Define List dialog box, perform the following: a In the Filters tab, define the criteria for the data that you want to download into Word. For more information about creating filters, see Limiting Records Displayed. b In the Fields tab, select the specific fields of information that you want to download. A maximum of 40 fields can be selected. The system will scan the current template and automatically select each of the fields that are required. You can select additional fields to be inserted into the template in order to further personalise the communication. NOTE: You should also select additional fields of information that may be required to send the communication. For example, if you are going to be sending a mass email, you must include the email address in the recipient file.

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c

Click OK.

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In the Save List? dialog box, perform one of the following: a To save the list locally for later use, click Yes. In the Save As dialog box, complete the appropriate fields, and then click Save. If you only plan to use the list once, click No and then click OK. Selecting this option automatically saves the recipient list as a temporary file that will be deleted after use.

b

6

In the Mail Merge Recipients dialog box, you can perform the following: Clear checkboxes to remove recipients from this correspondence. Select checkboxes to include recipients in this correspondence. When you have finished editing recipients, click OK. NOTE: You can reopen the Mail Merge Recipients dialog box by clicking Refine Recipients in the Mail Merge for Word toolbar.

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Click Refine Message to insert Siebel fields or auto-text into the Word document. For more information about the Refine Message button, see Using Mail Merge for Word (on page 339). Click Preview and use the arrow buttons to scroll through each message to see how they will appear when printed or sent by email. For more information about the Preview button, see About the Mail Merge for Word Toolbar (on page 339). Click Print or Send Message and then perform one of the following: a b c d To send to another Word document, select Merge to Document. To print, select Merge to Printer. To distribute as a mass email, select Send as Email. To distribute as a mass fax, select Send as Fax. NOTE: To distribute correspondence as a mass fax, you must first configure Microsoft Office. For more information, search for “fax” in your Microsoft Office help files.

8

9

10 (Optional) Click Log as Siebel Activity to create a single Siebel CRM On Demand activity
that will be associated with every contact selected for the mail merge. The system will automatically populate the Description field of the activity with the text of the template. In the Tasks dialog box, complete the appropriate fields and then click Save.

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Using Reports and Analysis for Excel

Using Reports and Analysis for Excel
Using Reports and Analysis for Excel, you can download Siebel CRM On Demand data into Excel and work with it to create reports. This section includes the following topics: About the Reports and Analysis for Excel Toolbar (on page 343) About Creating Reports with Reports and Analysis for Excel (on page 343) Creating Reports Using Reports and Analysis for Excel (on page 344)

About the Reports and Analysis for Excel Toolbar
Reports and Analysis for Excel contains a toolbar that is used to create reports using data from Siebel CRM On Demand. The following table describes the Reports and Analysis for Excel toolbar.

Toolbar Option Configure Siebel Report Refresh Siebel Report

Description Allows you to sign in to Siebel CRM On Demand and download data to Excel. Updates data you are viewing in Excel with the most recent data available from Siebel CRM On Demand.

About Creating Reports with Reports and Analysis for Excel
Using Reports and Analysis for Excel, you can download Siebel CRM On Demand data and manipulate it in Excel. When you click Configure Siebel Report on the Reports and Analysis for Excel toolbar, the Configure Reports dialog box appears. Using the Configure Reports dialog box, you can edit existing reports, create reports or remove existing reports. The following table describes the options available in the Configure Reports dialog box.

Button Edit Report

Comments Click to modify the filter settings and fields included in the selected report.

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Button New Report

Comments Click to create a custom report for the selected record type. You can set filter criteria against each of the standard and custom fields for that record type. For information about setting filter criteria in lists, see Working with Lists (on page 39). Click to remove a report from the Excel workbook. Click to run the currently selected report. After running, the report is added as a new worksheet to the workbook. Click to exit the Configure Reports dialog box.

Remove Report Run Report Exit

Creating Reports Using Reports and Analysis for Excel
This section contains the following topics: Running Existing Reports Creating New Reports

Running Existing Reports
The following procedure describes how to run an existing report using Reports and Analysis for Excel. It also includes an optional step that describes how to edit an existing report. After running the report, you can work with the data in your workbook. You can build pivot tables, pivot charts, charts and graphs and calculate fields from information included in your report worksheets. NOTE: When adding pivot tables, pivot charts, and graphs and charts you should create these in new worksheets, otherwise when you refresh your reports they could be overwritten.

To run existing reports

1 2 3 4

Open the Excel template file. Click Configure Siebel Report on the Reports and Analysis for Excel toolbar. In the CRM On Demand - Sign-in dialog box, complete the appropriate fields and click Sign In to sign in to Siebel CRM On Demand. In the Configure Reports dialog box, from the Select Record Type drop-down list, select the record type that you want for your report. Choices are: Account, Contact, Opportunity, Lead, Service Request or Solution.

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The available reports for the selected record type appear in the Available Reports list. You can edit an existing report, remove an existing report or create new reports. For more information about the Configure Reports dialog box, see About Creating Reports with Reports and Analysis for Excel (on page 343). For more information about creating new reports, see Creating New Reports in this topic.

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Select an existing report from the Available Reports list. (Optional) Click Edit Report to modify the filter settings and fields included with the currently selected report. a In the Define Report dialog box, in the Filters tab, define the criteria for the data that you want to download. For more information about creating filters, see Limiting Records Displayed. In the Fields tab, select the specific fields of information to be downloaded and then click OK. NOTE: You can select up to 100 fields for inclusion in a report.

7

Click Run Report. The requested data is inserted into the Excel workbook as a new worksheet labelled with the report name.

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Click Exit in the Configure Reports dialog box to begin editing the data in Excel. Click Refresh Siebel Report to update the data you are editing in Excel with the most recent data from your Siebel CRM On Demand application. NOTE: When you click Refresh Siebel Report, each report worksheet in the workbook is overwritten with the most recent information from Siebel CRM On Demand.

Creating New Reports
The following procedure describes how to create and run a new report using Reports and Analysis for Excel.

To create new reports

1 2 3 4

Open the Excel template file that you want to use to create your report. On the Reports and Analysis for Excel toolbar, click Configure Siebel Report. In the CRM On Demand - Sign-in dialog box, complete the appropriate fields and click Sign In to sign in to Siebel CRM On Demand. In the Configure Reports dialog box, from the Select Record Type drop-down list, select the record type that you want to use for your report. Choices are: Account, Contact, Lead, Opportunity, Service Request or Solution.

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The available reports for the selected record type appear in the Available Reports list.

5

Click New Report to create your own query. NOTE: Creating a new report allows you to create a custom report for a selected record type. You can set filter criteria against each of the standard and custom fields for that record type.

6

In the Define Report dialog box, perform the following: a In the Filters tab, define the criteria for the data that you want to download. For more information about creating filters, see Limiting Records Displayed. b In the Fields tab, select the specific fields of information to be downloaded and then click OK. NOTE: You can select up to 100 Fields for inclusion in a report.

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In the Save Reports dialog box, enter a name for this report in the Report Name field for future use, and then click Save. In the Configure Reports dialog box, select the report that you just created and click Run Report. The report that you created appears as a worksheet in Excel labelled with the name that you indicated.

9

After adding all the reports that you need, click Exit to close the Configure Reports dialog box and start working with the data in your worksheet.

10 Click Refresh Siebel Report to update the data you are editing in Excel with the most
recent data from Siebel CRM On Demand. Clicking Refresh Siebel Report updates every report worksheet in the workbook.

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C H A P T E R

2 0

20 Reports
Siebel CRM On Demand displays reports on several pages in the application: Reports Homepage. The Reports Homepage shows the full catalogue of available reports. It provides a good starting point for running, printing and saving reports. If your role includes the Manage Custom Reports privilege, you can also create custom reports from this page and make them available to the employees at your company. Dashboard. The Dashboard Homepage shows a subset of all available reports, grouped into business areas, each with a separate page for easy viewing and analysis of your data. Homepages. Several Homepages, such as the Account and Opportunity Homepages, show reports that are specific to that record type. CRM On Demand widgets. You can use CRM On Demand widgets to embed CRM On Demand reports in other applications. For more information about CRM On Demand widgets, see About On Demand Widgets (on page 307). The reports provided by Siebel CRM On Demand cannot initially be edited or deleted, even by users with the Manage Custom Reports privilege. However, these reports can be opened, edited and saved under different names. NOTE: Changes made to your Default Language, Currency, Time Zone and Country fields on the Personal Profile pages are not reflected in all reports and analytics until you sign out and sign back in again. Also, depending on your company's default language, you may see certain items in reports in a language other than your personal default. If your company has more than one active currency, your company administrator must set up exchange rates for each currency and wait for the nightly analytics refresh to run before the reports and dashboards will accurately reflect all currencies. Note for first-time users: Some reports are updated nightly, so you might not see data in reports for the first 24-hour period after signing in. For example, the Sales Effectiveness Reports will not show data until after that initial period.

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About Reports
Reports can be divided into two types: Prebuilt reports. Standard reports that Siebel CRM On Demand provides with the application. They appear on the Reports Homepage, the Dashboard pages and Homepages for various record types, such as Accounts and Opportunities. Custom reports. Reports that users can create whose role includes the Manage Custom Reports privilege. Custom reports that are designated as Public are accessible to other employees at your company (through the Shared Custom Analyses link appearing on their Reports Homepage). Custom reports that are designated as Private are only accessible to the user who created the report (through the My Analyses link on the Reports Homepage).

About Visibility to Records in Reports
When users view a report, the report only shows data that they have access to. If a user's role includes the Access All Data in Analytics privilege, the user can see all records for their company within Siebel CRM On Demand Answers, and the user can see all records in reports. This privilege is typically assigned to administrators and executives. It overrides any other Analytics visibility setting. If a user's role does not include the Access All Data in Analytics privilege, visibility to records in Siebel CRM On Demand Answers is based on the Analytics visibility settings selected in the Reporting Subject Areas and Historical Subject Areas fields in the User Security Information section of the User Detail page. The Analytics visibility setting is available at company level and also for individual users. If the user setting is not defined, the company setting applies. There are three visibility options: Manager Visibility - Allows users to see their own data, plus data directly owned by their subordinates. Team Visibility - Allows users to see their own data, plus data shared with them by Account and Opportunity Team. Full Visibility - Available for the Historical Subject Areas field only, this option combines Manager and Team Visibility.

About Books in Analytics
The Book feature provides further control over what users see in Analytics results. Users can use the Look In selector to restrict the data to a single book hierarchy. The book structure only appears in the Look In selector when the user is in Full Visibility mode. Once a user selects a book, all Analytics contents (All Reports, Dashboards, and Homepage-embedded reports) are restricted to the hierarchy of the selected book.

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About User Delegation in Analytics
The User delegation Analytics feature allows users to choose the view of data owned by every other user who has added them to their Delegated User list. You can select the delegator from the Look In selector. Even though you are selecting the view of data owned by a different user, your own visibility settings determine your view of the other user's data.

About Creating Custom Reports
You use the Siebel CRM On Demand Answers tool to create custom reports. A custom report can be private and accessible to the person who created it only, or it can be shared and accessible to other users. The Manage Custom Reports privilege allows users to create custom reports and publish them to company-wide shared folders in Siebel CRM Answers On Demand. The Manage Personal Reports privilege allows users to create custom reports and save them in a personal folder, but not to publish them to company-wide shared folders that are accessible to other users. NOTE: Managers with the appropriate privileges can add or edit fields and drop-down list options (picklist values) in Siebel CRM On Demand. If you cannot find the standard fields and values when setting up your reports, ask your managers for the new display names. For more information, see Application Customisation (on page 540).

About Refreshing Reports and Data Updating
In the main area of Siebel CRM On Demand Answers, reports are grouped under the following categories: Analytics. (Previously referred to as In-Depth Analysis or Historical Analysis). These reports generally deal with historical or trend analyses, or contain more complex calculations than those found in real-time reports. These reports do not have a Refresh link. For these reports, the system displays the date and time of the last update at the bottom of the page. If this is the first time you are signing in, the historical analyses will not be shown data during the first 24-hour period. Reporting. (Previously referred to as Real-Time Analysis). These reports provide real-time analysis. The system displays a Refresh link directly underneath these reports. Click the Refresh link to view the most current, live information. The system then bypasses the cached information and regenerates the information in the report.

Related Topics
About Dashboards 487

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Setting Up Report Folders
You can set up report folders and limit user visibility to these folders. Once you do this, only users granted visibility to certain folders will see them on their Reports Homepage. Setting up report folders consists of the following general steps:

1 2 3

Create folders and subfolders (in Siebel CRM On Demand Answers). Assign visibility to folders (from the Administrator pages of Siebel CRM On Demand). See Setting Up User Visibility to Shared Report Folders (on page 352). Populate folders with reports (in Siebel CRM On Demand Answers).

Note: To perform this procedure, your user role must include the Manage Custom Reports privilege.

To create report folders

1 2

Click the Reports tab. In the Custom Reports and Analyses section of the Reports Homepage, click the Design Analyses link. This opens Siebel CRM On Demand Answers.

3 4

In the top right corner, click the Manage Analyses link. In the Manage Analyses window, select one of the following options: My Folders. This stores the new folder in your private folder directory. Shared Folders. This stores the new folder in the company-wide shared folder.

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Open the parent folder, if necessary. This creates the new folder as a subfolder of the parent folder.

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Click the Create New Folder link. Enter the folder name and description. NOTE: Restrict report folders names to 255 characters or less. Visibility cannot be configured for shared report folders with names that exceed 255 characters.

8

Click Create Folder. When a folder is created, it becomes visible on the Reports Homepage. All users with access to the Shared Custom Analyses folder will see newly created Company-Wide Shared folders. If needed, visibility to the shared folder may be restricted by linking it to user roles. If no user roles are linked to the folder, visibility remains public.

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If a new folder is created in My Folders, it becomes visible in the My Analyses folder available from the Reports tab of Siebel CRM On Demand Answers. This folder contains private reports only. Other users will not see them. For more information, see Setting Up User Visibility to Shared Report Folders (on page 352).

To rename a folder

1 2 3 4 5

In the Manage Analyses window, select the folder. Click the Rename link. Enter the new name. (Recommended) Select Preserve references to old name of this item. Click the Update button.

To delete a folder

1 2

In the Manage Analyses window, select the folder. Click the Delete link.

To populate a report folder with reports Perform one of the following: Create the report, and then Save it in the folder. Copy or move an existing saved report from one folder to another: a b In the Manage Analyses window, select the folder. Click the Copy/Move link. The saved report directory for that report opens. c d Select the folder. Click the Copy or Move button.

NOTE: Do not copy or move a report from the My Folder to a Shared Folder. Instead, use the Open Analysis button to locate and open the report. Then, save it to a Company-Wide Shared Folder.

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Reports

Setting Up User Visibility to Shared Report Folders
By default, all user roles have visibility to each shared folder. You can override the default by manually linking specific roles to individual folders. However, if you manually link a user role to a folder, the system automatically revokes visibility for all other user roles to that folder (except the Administrator role). You must continue to manually link each role that should have visibility. If you link a role to a folder with subfolders, then the role is also linked to all its subfolders. To change this, navigate to the subfolder and make any required changes. The Administrator role has visibility to all folders at all times. Consequently, the Administrator role cannot be manually linked to or removed from a folder. Any custom role created by copying the Administrator role inherits this same visibility to all folders at all times, regardless of whether or not the role is manually linked to or unlinked from folders. Before you begin. To perform this procedure, your role must include the Manage Content privilege.

To set up user visibility to a shared report folder

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In the upper right corner of any page in Siebel CRM On Demand (not On Demand Answers), click the Admin global link. On the Admin Homepage, in the Content Management section, click the Content Management link. On the Content Management page, in the Report Folders section, click the Shared Custom Analyses link. The Folders List page displays all subfolders for the Shared Custom Analyses parent folder. NOTE: All users have visibility to the Shared Custom Analyses root folder.

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You can then: Click the Folder Name to set visibility to the top-level folder. To restrict visibility to a subfolder, click the Subfolders link until you reach the appropriate folder. Then click this folder's name in the Folder Name column.

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On the Folder Details page, click Add Roles. Click the Lookup icon next to each field to link user roles. To remove a user role so that it no longer has visibility to a report folder, click Remove. Click Save.

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Steps for Reports

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If you set visibility for a subfolder, you can click the folder name next to Parent Folder to go back to the listing of its subfolders.

Sharing Private Reports
Visibility to the user's My Analyses private reports folder is restricted to the Siebel CRM On Demand session user only. The My Analyses folder contains reports that were created by the user and then stored as private. Users who have the Manage Custom Reports privilege can share Private reports with others by saving them in the Company-Wide Shared Folder. To share a private report, go to Siebel CRM On Demand Answers, and use Open Analysis to open the private report. Save it to a Shared folder and configure shared visibility as needed.

About Sharing and Hiding Prebuilt Reports
Prebuilt reports are automatically shared to all company users. The Access Analytics Reports - View Prebuilt Analyses privilege controls whether or not shared prebuilt analyses are exposed to users for specific roles. If Access Analytics Reports - View Prebuilt Analyses is enabled for a user role, all shared prebuilt analyses appear on their Reports tab. If the privilege is not enabled for the user role, then all prebuilt analyses are hidden. To hide specific shared prebuilt reports and display others, clear the Access Analytics Reports View Prebuilt Analyses privilege. This hides all shared prebuilt reports. Then to share specific prebuilt reports, go to Siebel CRM On Demand Answers, open the report that you wish to share, and save it in a shared folder within Company-Wide Shared Folder. Configure the shared folder visibility as required. NOTE: The Access Analytics Reports - View Prebuilt Analyses privilege determines whether or not prebuilt reports display on the Reports Homepage. It has no impact on the other Homepages or prebuilt dashboards. Therefore, if the Access Analytics Reports - View Prebuilt Analyses privilege is selected, prebuilt reports appear on the Reports Homepage as well as on prebuilt dashboards and other Homepage pages. If not selected, prebuilt reports appear on the prebuilt dashboards and other Homepages, but not on the Reports Homepage.

Steps for Reports
Click a topic to see step-by-step instructions for performing the following: Running Reports (on page 355) Reviewing Report Data (on page 354) Printing Reports (on page 354) Downloading Reports (on page 357) If your role includes the Manage Custom Reports privilege, you can perform the following additional procedures:

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On the Reports Homepage. and click the Printer Friendly link. tables. For example. To allow users to compare relative and absolute numbers. To change the perspective of the report From the drop-down list. many chart reports also show a table of supporting data metrics. 354 CRM On Demand Online Help Release 15 . select the report. A list appears of the underlying opportunities.Reports Getting Started with Custom Reports (on page 359) Making Custom Reports Public (on page 444) Related Topics About Reports 348 Reviewing Report Data Report data is shown in lists. select another category to reorganise the same data from a different perspective. To view the records comprising a segment of the chart or graph On the chart. from Siebel CRM On Demand Answers. accounts. or service requests contributing to that segment. For charts and graphs. you can select different categories to reorganise the same data from a different perspective. Scroll to the bottom of the report. click a segment of the pie chart or bar graph. and then change the selection to see the same data grouped by industry. if your role includes the Manage Custom Reports privilege. To print a report from the Reports Homepage 1 2 3 Click the Reports tab. you can also drill down on each segment to see the records comprising that segment. you can see your accounts first grouped by region. For many reports. Printing Reports You can print a report from the Reports Homepage or. charts or graphs.

Running Reports Although you can view reports on different pages in your application. Using Landscape mode optimises the appearance of the reports. in the Open Existing Analysis section. 10 Follow the on-screen instructions to print the report.Steps for Reports A new window shows the report without the extraneous links or interface elements. On the Siebel CRM On Demand Answers page. In the Print window. click the Preferences button. 4 5 6 On the browser menu. On the title bar. the Reports Homepage provides a single point of access to all prebuilt reports and public custom reports. 7 8 9 On the browser menu. Scroll to the bottom of the report and click the Printer Friendly link. Click the Close Window button in the upper right hand corner to return to the Reports page. A new window shows the report without the extraneous links or interface elements. 11 Click the Close Window link to return to the Reports Homepage. select File > Print. CRM On Demand Online Help Release 15 355 . click the Design Analyses link. In the Custom Reports and Analyses section. 7 8 Follow the on-screen instructions to print the report. click Open Analysis. To print a report from within Siebel CRM On Demand Answers 1 2 3 4 5 6 Click the Reports tab. select File > Print. click the Preferences button. In the Print window. Using Landscape mode optimises the appearance of the reports. click the Preview Analysis button. In the Open Analysis dialog box. Select Landscape. locate and select the analysis that you want to download and then click OK. Select Landscape.

The Communications section appears if your user role has the privilege for viewing this dashboard. Only users with roles that include the Manage Custom Reports privilege can create custom reports using the Design Analyses link. Reports to help you evaluate your company's historical and current pipeline trends and performance. Reports released to some or all employees are Shared Custom Analyses. To view exact totals for a segment in a chart or graph. The report information appears on the Reports page. The list of records appears with its specific data. Reports to help you evaluate the quality and demographics of your accounts and contacts. while private reports are My Analyses. 3 Depending on the specific report. 356 CRM On Demand Online Help Release 15 . you may be able to perform the following tasks on the Reports page: To show the data from a different perspective. place the pointer over the segment. Quick Lists Pipeline Analysis Sales Effectiveness Customers Service Communications Marketing Effectiveness 2 Reports to help you evaluate the effectiveness of your campaign and lead management activities. Reports to evaluate the effectiveness of your service organisation. click the segment. which are reports created by users at your company. On the Reports Homepage. or drill down into a folder to click on the link to a custom report that you want to run. click the link for the prebuilt report that you want to run. Reports used for standard list reporting rather than interactive or graphical analytics. Reports to help you evaluate statistics regarding your Call Centre On Demand use. based on each workgroup and project. select other options from the drop-down lists. Reports to help you evaluate your company's sales and team effectiveness.Reports To run a report 1 Click the Reports tab. The Reports Homepage groups the reports under these categories: Category Description Custom Reports and Analyses All custom reports. To view the records belonging to a segment.

0 1 2 To download the report. Scroll to the bottom of the report. from Siebel CRM On Demand Answers. click the Download link. and all levels above the selected level.Steps for Reports To filter on a reporting level. To print the report. Report run on data owned by users 1 level beneath the session user in the organisational hierarchy. real-time data (available for most. if your role includes the Manage Custom Reports privilege. On the Reports Homepage. Report run on data owned by the session user only. but not all reports). select an option from the Reporting Level drop-down list: Reporting Level Description (All Choices) Report run on data owned by any user that the session user has visibility to in Siebel CRM On Demand Answers. To refresh the report with current. Report run on data owned by users 2 levels beneath the session user in the organisational hierarchy. Related Topics About Reports 348 Reviewing Report Data 354 Downloading Reports You can download a report from the Reports Homepage or. and select one of the following options from the drop-down list: Download to Excel (for Excel 2002 or more recent) Download to Excel 2000 CRM On Demand Online Help Release 15 357 . select the report. click the link at the bottom of the page and follow the instructions. click the Refresh button at the bottom of the page. and all levels above the selected level. To download a report from the Reports Homepage 1 2 3 Click the Reports tab. click the Printer Friendly link at the bottom of the page.

From the Open Existing Analysis section.txt) Download Web Page (MHTML) 7 8 9 Follow the on-screen instructions to download the report. and select one of the following options from the drop-down list: Download to Excel (for Excel 2002 or more recent) Download to Excel (2000) Download Data (.Reports NOTE: Downloading charts to Excel 2000 is not supported. Download Data (.txt) Download Web Page (MHTML) 4 5 Follow the on-screen instructions to download the report.csv) Download Data (. click the Preview Analysis button. click the Download link. click the Create New Analysis button. only data can be downloaded. In the Open Analysis dialog box. In the title bar. locate and select the analysis you want to download and then click OK. Click the Close button in the upper right hand corner to return to the Reports Homepage. Click the Close button in the upper right hand corner to return to the Siebel CRM On Demand Answers page. click Open Analysis. 358 CRM On Demand Online Help Release 15 . Scroll to the bottom of the report. On the Public Analyses title bar. To download a report from within Siebel CRM On Demand Answers 1 2 3 4 5 6 Click the Reports tab.csv) Download Data (. Click the Close button on the Siebel CRM On Demand Answers page to return to the Reports Homepage.

Getting Started with Custom Reports Getting Started with Custom Reports Imagine that the head of sales for your company asked you to put together a new weekly sales report to help analyse why sales deals are taking so long to close. See About Reports (on page 348). Before you begin: To perform the procedures described in this section. However. access Siebel CRM On Demand Answers and start creating your custom report by performing one of the following: Selecting an existing report as the basis for your new report Creating the report from scratch After that. If you have changed the display names for fields. the new names are not reflected in the reports. the new display names are used for reports. This process consists of the following general steps: 1 Step 1: Defining Criteria (on page 364) Set up columns and filters. 2 Step 2: Creating Layouts (on page 390) Add charts or tables (optional) to include graphical or alternative representations of the data. 4 Step 4: Reviewing Reports (on page 444) View the report results before you save it. If you have added new fields. you can use those custom fields on a report. 3 Step 3: Defining Prompts (Optional) (on page 439) Add prompts that allow users to specify filter values when they run the report. if you rename record types. your role must include the Manage Custom Reports privilege. To create custom reports. the Siebel CRM On Demand Answers tool guides you through the process of setting up your custom report and performing an ad hoc analysis. How would you start? This is exactly the kind of task that Siebel CRM Answers On Demand can help you with. Filters restrict the data that is displayed. CRM On Demand Online Help Release 15 359 . you may not be able to use the new picklist values as filters during this time period. Add filters to determine which data to include (optional but recommended). Therefore. such as Accounts. Make sure the data that you want to include is not already available in a prebuilt report. Review the information about custom reports. these new picklist values may not show up in the reports for 24 hours. reducing the size of the data set and avoiding performance issues. NOTE: If you selected the option to add new picklist values when importing data.

For more information. The main area categorises the custom reports under the Create New Analysis Area according to how often their data is refreshed: Analytics. 360 CRM On Demand Online Help Release 15 . select an existing analysis. the original report remains intact. You can create real-time or historical analyses. On the Build and View Analysis page. These reports are up-to-the-second data analyses and real-time reports. These reports are historical and trend analyses based on data that is refreshed nightly. see About Reports (on page 348). click Open Analysis in the Open Existing Analysis section. independently of the other Siebel CRM On Demand pages. In the Open Analysis window. On the Reports Homepage. Open Existing Analysis Allows you to edit the criteria and change the layout of existing analyses. To build a new report based on an existing one. On the Build and View Analysis page. the Action bar on the left displays the folders and columns that are available for your selection. Select the folder where you want to save the report. For a list of the reports. Siebel CRM On Demand Answers appears in a separate page. and the one you are creating becomes a new custom report. Reporting. 3 Perform one of the following: To build a completely new report. the Action bar on the left displays the folders and columns that are available for your selection. see About Reports (on page 348). Manage Analyses Allows you to rename or delete saved analyses. NOTE: When you build a report based on an existing one. It contains the following sections: Create New Analysis Allows you to create new analyses by first selecting a subject area so that you can target the scope of your analysis. in the Custom Reports and Analyses section. click the relevant subject area in the Create New Analysis section. To save your custom report 1 2 Above the title bar.Reports To begin creating a custom report 1 2 Click the Reports tab at the top of your page. click the Save button. click the Design Analyses Link.

To delete reports you have created 1 2 3 4 5 6 Click the Reports tab. Click the Getting Started link at the top of the page to return to the Getting Started With Answers page. The information you enter for both the name and description appears on the employees' Reports Homepage exactly as you enter it. 4 Enter a short description of the report. you can save it in Shared Folders. TIP: Use a consistent naming convention that all users will recognise. in My Folders. or symbols such as apostrophes. Avoid using extra blank spaces. in the Custom Reports and Analyses section. select the folder containing the report that you want to delete. In the Manage Analyses window. On the Siebel CRM On Demand Answers page. when naming reports. click the Design Analyses link. in the Manage Analyses section. CRM On Demand Online Help Release 15 361 . and then delete it from My Folders. On the report row. Your custom report is saved and appears in the folder that you specified. TIP: Use the description to let users know if the report contains historical or real-time data. click the Delete link and then confirm the deletion by selecting Yes. Reports saved in Shared Folders appear in the Shared Custom Analyses folder on the Reports Homepage. 5 Click OK to save the report. in the Custom Reports and Analyses section. After checking the setup. On the Reports Homepage. click the Manage Analyses button. click the Manage Analyses button. On the Siebel CRM On Demand Answers page.Getting Started with Custom Reports TIP: Save the report as a private one first. To rename reports you have already created 1 2 3 Click the Reports tab. On the Reports Homepage. 3 Enter a name for your report. if you want to allow others to use it. in the Manage Analyses section. It can also be accessed later using the Open Analysis button. click the Design Analyses link.

you can use it as a template. Views that support the use of a saved report as a template include the table. such as font. such as a column in a table. the text for both the Name and Description fields shows up on the employee's Reports Homepage exactly as you enter it. If necessary. pivot table and chart views. Update the Name field. such as another column in the table or a column in a different table. copy and paste cosmetic formatting attributes and save a formatted report to use as a style template.Reports 4 5 6 7 In the Manage Analyses window. background colour. use the icons at the top right of the dialog boxes. You can also restore the default appearance. To do this. On the report row. Click the Getting Started link at the top of the page to return to the Getting Started With Answers page. You can apply cosmetic formatting. known as cosmetic formatting. 8 9 Click Rename. click the Rename link. cell and border controls. the dialog box displays different options. and paste them to an item of the same type. such as background colour and borders columns in tables size of titles You can copy the range of cosmetic formatting attributes that you apply to an item. Changing Appearance of Reports When setting up or updating reports. additional formatting options such as cell padding and custom CSS style options for HTML. 362 CRM On Demand Online Help Release 15 . update the Description field. Views that support copying and pasting include the table. About Saving Reports as Style Templates After you have customised and saved the cosmetic appearance of a report. Depending on the item you are formatting. Remember that if your report is a public one. pivot table and chart views. This allows you to apply the formatting from the saved report to new or existing reports. select the folder containing the report that you want to rename. You can change the appearance of: columns and sections. you can change the visual appearance of reports.

style or style sheet. 4 In the Border area. NOTE: For some items. open the Edit Format dialog box by performing one of the following: For Title or Table. bottom. click the Column Properties button. below. Provide the location of the class. you can also click the section properties button and use the Section Properties tab. TIP: You can select or deselect custom borders by clicking the top. 5 To format spacing within the cell. colour. 3 In the Cell area. you can also click the format column button and use the Value Format tab. click the Pivot Table View Properties button and then the Set alternate format button. 2 In the Font area. make your selections in the Custom CSS Style Options area: a b Click the settings that you want to use. For numeric data. size. click the Format View button. left and right borders near the Position drop-down list. CRM On Demand Online Help Release 15 363 . In the pivot table view. style (such as bold) and any effects that you want to apply (such as underlining). Values are specified in pixels. the most common justification for text data is left. The cosmetic format dialog box appears. and the space above. the most common justification is right. this option is not available.Getting Started with Custom Reports To format the visual appearance of a report 1 Open the cosmetic format dialog box by performing one of the following: In Step 1. and then click the Style tab in the Column Properties dialog box. click Additional Formatting Options and specify values for the width and height of the cell contents. NOTE: For horizontal alignment. NOTE: The advanced style formatting options are for users who know how to work with cascading style sheets. set up the alignment and background colour. In the pivot table view. 7 Click OK. left and right of the contents. make your selections for the border position. make your selections for the font family. 6 To override the style and class elements specified in Siebel CRM On Demand Answers style sheets. In Step 2. Vertical alignment does not have any impact unless the column spans multiple rows of other columns. colour and style of the cell. NOTE: In the table view.

Click either the Saved Results link or the Preview Analyses button. To restore the default appearance Access the cosmetic formatting dialog box for the item. Select the item to which you want to paste the formatting. access the cosmetic formatting dialog box and click the paste formatting button. such as a row. Open the cosmetic formatting dialog box. Step 1: Defining Criteria The defining criteria step consists of several sub steps. and then click the clear formatting button. navigate to the saved report and click OK. and click the copy formatting button. Click a topic to see step-by-step instructions for performing the following: 1 2 3 4 5 Adding Columns to Reports (on page 365) Adding Filters to Columns (on page 365) (optional but recommended) Editing Column Properties (on page 374) Setting Up Column Formulas (on page 386) Sorting and Reordering Columns (on page 387) Related Topics About Using Addresses in Reports 388 364 CRM On Demand Online Help Release 15 . To use a saved report as a template 1 Click the import view formatting button near the top of the workspace: 2 3 At the Choose Request dialog box.Reports To copy and paste a formatting attribute 1 2 3 Select the item whose formatting you want to copy. column or table cell.

For example. NOTE: You can remove a column from the report by clicking the X icon within that column. you must translate custom fields into each language used for Siebel CRM On Demand Answer if you want users to be able to select these fields for reports and analyses. For example. A filter limits the results that appear when a report is run. A column filter consists of the following elements: A column to filter. you can set up filters for columns in your report. For multi-language deployments using Siebel CRM On Demand Answers. it must be translated into German so that a German language user can see and then use the field in a report or analysis. Adding Filters to Columns As part of the criteria. Click the columns that you want to include in the report. A column filter can also have the following characteristics: CRM On Demand Online Help Release 15 365 . such as 10 (a SQL expression or a variable can be used instead of a value when necessary). such as Less Than. A value to be used when applying the filter. and the value is 10.Step 1: Defining Criteria Adding Columns to Reports You can add columns until your report contains all the data that you need. An operator that determines how the value is applied. You can change the order of columns by dragging them to the new location and dropping them. the operator is Less Than. the results only include order quantities where less than 10 units were sold. if a custom field is created in English. expand the Column lists to display the columns that you can include in the reports. data is calculated from Sunday to Saturday. such as Account Type. The start day of Sunday cannot be changed to another day. Adding Custom Fields to Reports You can add custom fields to reports and analyses by selecting them as columns from the Action bar on the left side of the page. NOTE: If you select Fiscal Week. Siebel CRM On Demand Answers only shows those results that match the criteria. To add columns to your report 1 2 From the Siebel CRM On Demand Answers Active Subject Area. if the column contains the quantity sold.

Results will only include records in which the data in the column matches the value in the filter. The filter is translated into a WHERE clause in the SQL SELECT statement. Use the guidelines shown in the following table when choosing an operator and specifying values. the browser will reload the page and discard your changes. 2 3 To specify a value. To create a column filter 1 In Siebel CRM On Demand Answers. or click the Search link to view the available values in the column. Therefore. Advanced users can enter the SQL for a filter directly. first display or add the criteria. Specify a single value or multiple values. In the Create/Edit Filter dialog box. Depending on the type of column you select. CAUTION: If you click your browser's Refresh button before you have finished creating a column filter. such as calendar buttons for specifying a date range. The WHERE clause is used to limit the rows returned to those that fit the specified constraints. NOTE: If you selected the option to add new picklist values when importing data. additional options may appear in the right column. these new picklist values may not show up in the reports for 24 hours. and then click the New Filter button for the column that you want to filter on. 366 CRM On Demand Online Help Release 15 .Reports It can be combined with other column filters from the same subject area to further restrict the results of a report. you may not be able to use the new picklist values as filters during this time period. to create a filter for use with a specific report criteria. or a text-matching box for limiting long lists of values. If you do not want the column to display in results. and select a value from the right column. Filters can be grouped to create complex filters. Creating Column Filters You can create a filter for each column in your reports. Operator Usage Guidelines is equal to or is in Valid for a column that contains text. you can hide it. enter it in the Value box. The choices for operators and values appear in the left column. Its value can be restricted by the results of a previously saved report from the same subject area. numbers or dates. select an operator from the Operator drop-down list. Multiple values can be added by clicking Add and selecting Value after entering data for the current value field.

numbers or dates. Valid for a column that contains numbers or dates. You can obtain a list of UK addresses without checking the column for a specific value. Specify a single value or multiple values. Results will only include records in which there is data in the column. Valid for a column that contains text. Results will only include records in which the data in the column is greater than the value in the filter. Results will only include records in which there is no data in the column. Valid for a column that contains text. Do not specify a value. and using the is null operator allows you to test for this condition. The operator only tests for the presence of data in the column. is in top CRM On Demand Online Help Release 15 367 . is less than is greater than is less than or equal to is greater than or equal to is between is null is not null Valid for a column that contains text. Results will only include records in which the data in the column is less than the value in the filter. Specify a single value. where n is a whole number specified as the value in the filter. This operator is for ranked results. numbers or dates. you could use this operator to obtain a list of the top 10 performers. Results will include records for both the specified values and the values in between them. Results will only include records in which the data in the column is greater than or equal to the value in the filter. suppose your business has a worldwide address book and you want to extract the UK addresses only. Valid for a column that contains numbers or dates. Specify a single value. Results will only include the first n records. Specify two values. numbers or dates. numbers or dates. Results will only include records in which the data in the column is less than or equal to the value in the filter. Specify a single value or multiple values. This field should be unpopulated (null) for non-UK addresses and populated (not null) for UK addresses. For example. Valid for a column that contains numbers or dates. Valid for a column that contains numbers or dates. For example. Results will only include records in which the data in the column does not match the value in the filter. Sometimes it may be useful to know whether any data is present. Do not specify a value. Specify a single value. Valid for a column that contains numbers or dates.Step 1: Defining Criteria Operator Usage Guidelines is not equal to or is not in Valid for a column that contains text. You could do this by checking for the presence or absence of data in the US State field. The operator only tests for the absence of data in the column. Specify a single value or multiple values.

you could use this to obtain a list of the customers reporting the least numbers of problems. numbers or dates. Requires the use of a percentage symbol (%) as a wildcard character. contains all Valid for a column that contains text. One or more columns in the report you drill into must contain the is prompted filter for this report to display rows limited to the value selected and drilled into from the parent report. contains any does not contain begins with ends with is LIKE (pattern match) is not LIKE (pattern match) is prompted 368 CRM On Demand Online Help Release 15 . For example. numbers or dates. Specify a single value or multiple values. numbers or dates. Specify a single value or multiple values. Results will only include records in which the data in the column contains all of the values in the filter.Reports Operator Usage Guidelines is in bottom Valid for a column that contains text. Specify a single value or multiple values. Results will only include records in which the data in the column contains at least one of the values in the filter. Results will only include records in which the data in the column ends with the value in the filter. numbers or dates. Results will only include records in which the data in the column begins with the value in the filter. Setting a column to is prompted flags it to be filtered by a value passed to it from another report. Specify a single value. Results will only include the last n records. Specify a single value. where n is a whole number specified as the value in the filter. Valid for a column that contains text. Valid for a column that contains text. numbers or dates. Results will only include records in which the data in the column does not match the pattern value in the filter. You may specify up to two percentage sign characters in the value. Valid for a column that contains text. Requires the use of a percentage symbol (%) as a wildcard character. Specify a single value or multiple values. Results will only include records in which the data in the column matches the pattern value in the filter. Valid for a column that contains text. Valid for a column that contains text. numbers or dates. NOTE: Use this option when linking reports together through navigation (see Step 2: Creating Layouts (on page 390)). You may specify up to two percentage sign characters in the value. Specify a single value. Valid for a column that contains text. numbers or dates. This operator is for ranked results. Results will only include records in which the data in the column does not contain any of the values in the filter. Valid for a column that contains text. Specify a single value or multiple values.

SQL expressions can contain function calls that operate on column values. CRM On Demand Online Help Release 15 369 . For more information. specify the same date for the start and end date. specify criteria for restricting the values to be returned (this is not mandatory). The Advanced SQL Filter dialog box appears. Then click the All Choices link. and select a value from the list returned. b Enter the SQL expression or session variable name into the box. To specify a single date. To remove all definitions. click the X icon next to it. 10 To convert the filter to SQL. SQL expression or session variable. see Using Functions in Analyses (on page 445) and Session Variables (on page 484). 9 To have this filter restricted by the value of a column from the same subject area in another analysis. For example. 7 To add an SQL expression or a session variable. click the Advanced button and select the Filter based on results of another request option. The Filter on Saved Request dialog box appears. click OK. If desired. 5 Use the calendar buttons to specify the date range for columns that contain dates. the list only shows the values that begin with an E. The label on the Value box changes to reflect your selection. click the Clear Values button. If you enter an E into the text box and select "begins with" from the Match drop-down list. click the Advanced button and select the Convert this filter to SQL option. 8 To remove a value. 11 When you have finished. The filter appears in the Filters area on the Define Criteria page or on the Saved Filters page. Click the double right-arrow paging button ( >> ) to advance to the last page or the double left-arrow paging button ( << ) to go back to the first page. perform the following: a Click the Add button and select the appropriate option.Step 1: Defining Criteria 4 Use the paging controls to navigate through the choices when there are several choices for the column: Click on a specific page number to navigate to that page. suppose you want to see results for the Northern region. 6 Use the Match drop-down list to view the available values to use in a filter.

3 4 5 Enter a name for the filter. Click OK. Saved filters and folders containing filters for the subject area appear after the name of the subject area. the filter is saved as part of the analysis and will be applied every time the analysis runs. To save the filter for use by others. You can apply either the contents of the filter or a reference to the filter. To save a column filter for use in other analyses 1 In the Filters area on the Define Criteria page. Filters saved in My Filters are only available to you. 2 Select a folder in which the filter is to be saved: To save the filter for your personal use. (Optional) Enter a description for the filter. 370 CRM On Demand Online Help Release 15 . You can also save the filter explicitly so it can be used in other analyses. Applying Saved Column Filters to Analyses You can apply a saved column filter to an analysis. If a filter is for a specific analysis and you save the analysis. The Save Filter dialog box appears. and then click the Edit Filter option. select the location in which the analysis is to be saved and then click OK. On the Save Analysis dialog box. To save a column filter as part of an analysis 1 2 Select the Save button on the Define Criteria page. this part of the page is blank. click My Filters. click the Filter Options icon next to it. click the Save Filter button for the filter that you want to save. To display the properties for a saved filter With the filter showing in the Filters area. click Public Filters. If there are no saved filters for the subject area. Filters saved in a public filters folder are available to other users who have permission to access the folder.Reports Saving Column Filters You can save a filter as part of an analysis or for reuse in other analyses.

and then select Edit Filter. This allows you to manipulate the filter criteria without altering the saved filter. Click OK. 3 4 Specify your choices. The filter appears in the Filters area on the Define Criteria page. To edit the column formula for a filter 1 2 In the Filters area on the Define Criteria page. click the saved filter that you want to apply and then click OK. click the Filter Options icon for the filter you want to edit. To apply a saved column filter to an analysis 1 2 On the Define Criteria page in Siebel CRM On Demand Answers. a formula can contain calls to functions to perform more advanced calculations. Editing the Formula for a Column Filter You can edit the formula for a column filter. navigate to the appropriate Filters folder. display an analysis to which you want to add a saved column filter. CRM On Demand Online Help Release 15 371 . the saved filter is referenced by its name only. The Create/Edit Filter dialog box appears. in the Filter Options area. To edit a column filter 1 In the Filters area on the Define Criteria page in Siebel CRM On Demand Answers. Click the Column Formula tab. In the Filters section. and then click OK. The Apply Saved Filter dialog box appears. The edits that you make only apply to the filter's use of the column. 2 Make your changes. click the Filter Options icon for the filter and select Edit Column Formula. Editing Column Filters You can edit a column filter to change its properties. and you can view but not alter its contents.Step 1: Defining Criteria When you apply the contents of a saved column filter. if any. click the Open Saved Filter button. the actual contents of this filter are copied to the Filters area on the Define Criteria page. When you apply a reference to a saved filter. See Using Functions in Analyses (on page 445).

The filters are listed in the Filters area with an AND operator between them. To remove a column filter from an analysis In the Filters area on the Define Criteria page in Siebel CRM On Demand Answers. or add at least two column filters to a saved filter.Reports 3 Type the formula into the Column Formula area. This is the default method for combining column filters. NOTE: If the analysis was saved previously with filters applied. To combine a column filter with other column filters 1 At the Define Criteria page in Siebel CRM On Demand Answers. 4 To cut. click the Edit Filter Group button and select the appropriate option. The OR operator means that the criteria specified in at least one of the column filters must be met. also known as parenthetical filtering. The AND operator means that the criteria specified in each filter must be met. allows you to create complex filters without having to know SQL. Removing Column Filters You can remove a single filter or all filters from an analysis. Combining Column Filters with Other Column Filters Combining column filters. As you add column filters. add at least two column filters to an analysis. click it. save the analysis again to remove the filters. click AND and OR operators to group filters and construct the desired filter combinations. A protected filter is always applied to results. 2 3 To change an AND operator to an OR operator. Preventing a Filter from Being Replaced During Navigation and Prompting You can protect the contents of a filter in a report from being affected during navigation and prompting. You can combine column filters with AND and OR operators. 372 CRM On Demand Online Help Release 15 . click the X icon. copy or ungroup bounded elements. Combined filters elements are bounded by boxes.

refer to a third-party reference book on SQL. For a comprehensive description of SQL syntax. If the saved report contains a matching column name. as well as being based on the values returned by another report. and then select the Filter based on the results of another request option. Select the appropriate relationship between the results and the column to be filtered from the Relationship drop-down list. select this column instead. Click the Advanced button.Step 1: Defining Criteria To protect a filter from being changed during navigation and prompting In the Filters area on the Define Criteria page. Using Saved Reports as Filters Filters can be combined with other filters. While generally not necessary. click the Filter Options icon for the filter and select Protect Filter. Enter your modifications in the text box and then click OK. 5 Click OK. To create a filter based on the results of another saved report 1 2 3 4 Click the New Filter button to display the Create/Edit Filter dialog box. Any saved report that returns a column of values can be used to filter the selected column in your report. If you want to use another column. CRM On Demand Online Help Release 15 373 . it appears in the Use Values in Column drop-down list. For more general information about using SQL in Siebel CRM On Demand Answers. Once you have chosen this option. Click Browse to navigate to the saved report. To edit the SQL generated for a column filter 1 2 While in the Create/Edit Filter dialog box. a reference manual on SQL from one of the database vendors or an online reference site. editing the filter will always show you the "Filter based on …" information only. this feature is available for users who need advanced filtering capability. The filter appears in the Filters area on the Define Criteria page. Editing the SQL for a Column Filter You can edit the logical SQL WHERE clause to be used as a filter. click the Advanced button and then select the Convert this filter to SQL option. see Using Functions in Analyses (on page 445).

Once you have chosen this option. the number of digits to be shown and the thousands separator to be used. such as percentages. how to display negative numbers.Reports The filter appears in the Filters area on the Define Criteria page."Closed Revenue") <= 10 Editing Column Properties You can edit properties for a column to control the appearance and layout of a column and its contents. Based on your selection. and then click the Style tab. By default. if the column contains numeric data. For more information. border. For example. 374 CRM On Demand Online Help Release 15 . image and advanced style formatting options. If your column contains text. HTML or a link. 3 In the Data Format tab. editing the filter will always display the SQL that you entered. To edit the appearance of column contents 1 2 In Siebel CRM On Demand Answers. cell. you can select how to treat the text. You can use the Style tab of the Column Properties dialog box to override several default settings. The selections that you see vary according to the data type. you can control the way the data is displayed by selecting the Override Default Data Format checkbox. Example: Identifying Customers with the Most Sales Volume The following example reports data on the ten customers with the most sales volume in 2003. the Custom Text Format text box displays the applicable HTML string used to display the data. your selections for a column apply to the current report only. such as plain text. Make your choices for font. Your selections only apply to the contents of the column for the report on which you are working. month names or dates. You can select the number of decimal places to be displayed. "Close Date". such as the font and font size to be used. Editing the Appearance of Column Contents The default appearance of column contents in results is based on cascading style sheets and XML message files. click the Column Properties button for a column to open the Column Properties dialog box. you can select how you want the numbers to be treated. This option allows you to override the default display characteristics."Calendar Year" = 2003 AND RANK("Opportunity Metrics". You can also specify formatting that is only applied if the contents of the column meet certain conditions. see "Formatting Column Content" below.

# shows 12. CRM On Demand Online Help Release 15 375 . select Custom Text Format from the Treat Text As drop-down list and then enter the custom format. you may want to include a column in your report that you do not want displayed in the results. You can select to display duplicate data once only. or display it for every row. and the number zero (0) to include as many digits as specified. Editing the Layout of Column Contents Use the Column Format tab in the Column Properties dialog box to perform the following tasks: Specify whether the column should appear in results. even if the number does not contain that detail. [html]<span style="width:200px" style="height:50px">@</span> If you do not know HTML. Specify the interaction that should occur when users work with the results. and can make distinctions in the data more apparent.340 4 Click OK when you have finished. the following example HTML sets the column width and height in tables and pivot tables. the region data could be repeated for each customer row. if one column lists customer names and another column lists the regions in which those customers are based. Control the display of duplicate data such as repeating column values. such as a column used for creating a filter. For example. In the example. Assign alternate table and column headings and apply custom formatting to these. including JavaScript. The following are examples: Specifying ##. You can also use functions and conditional expressions to format results in a variety of ways. you can use the number sign (#) to include significant digits. Your selections only apply to the contents of the column for the report on which you are working. and the "at" sign character (@) represents the dynamic contents of the column. such as navigation to another report. VBScript and so on. For example.34 as 12. you can consult a third-party reference.000 shows 12. Displaying repeating or duplicated data once only can make a table somewhat easier to read. You can also enter any valid HTML string. The data in one column of a table may be repeated in relation to rows of data in other columns in the table.3 Specifying ##.34 as 12. However. JavaScript. VBScript and so on. Columns are usually visible in results by default. the text html enclosed in brackets ([html]) means to use HTML. To create a custom numeric format.Step 1: Defining Criteria To use a custom format for text. You can enter HTML calls that provide special formatting.

For more information. This allows you to change the heading text and the heading formatting. Select Default to retain the default display characteristics. and then click the Column Format tab. select the Custom Headings checkbox. In the Headings area. click the Edit Format button next to the text box. On the Value Suppression area. click the Column Properties button for a column to open the Column Properties dialog box. NOTE: You can also specify navigation to another report in the Column Heading Interaction area. 2 3 To change the text of the table or column heading. Make your choices for font. cell. and then click the Column Format tab. The Edit Format dialog box appears.Reports To hide a column in results 1 On the Define Criteria page in Siebel CRM On Demand Answers. 2 376 CRM On Demand Online Help Release 15 . To suppress duplicate data 1 On the Define Criteria page in Siebel CRM On Demand Answers. select the appropriate option: Select Suppress to display repeating data once only and suppress duplicate rows. enter a new heading in the appropriate text box. and then click the Column Format tab. The heading will be used in this report instead of the default heading. see "Formatting Column Content" below. click the Column Properties button for a column to open the Column Properties dialog box. Select the Hide this column checkbox. if it is not already selected. Select Repeat to display repeating data for every row. border and advanced style formatting options. 4 To change the format of the table or column heading. 2 To create custom table and column headings 1 On the Define Criteria page in Siebel CRM On Demand Answers. click the Column Properties button for a column to open the Column Properties dialog box.

No Interaction .Step 1: Defining Criteria To specify what happens when users click the column 1 On the Define Criteria page in Siebel CRM On Demand Answers. No Interaction . Navigate to another Analysis . browse to a target report or dashboard. click OK. Click the Add Navigation Target button. You do this by selecting one or more columns in the report to be used. Drill .Allows you to drill down. click the Column Properties button for a column to open the Column Properties dialog box. browse to a target report or dashboard. Click the Remove button beside the Caption text box to remove that navigation target. so that you can view more information.Disables drilling or navigation. For example. Navigate to another Analysis .Disables drilling or navigation. or display an image such as a trophy next to the name of each salesperson who exceeds revenue by a certain percentage. 2 To specify what happens when users click a value 1 On the Define Criteria page in Siebel CRM On Demand Answers. To specify what should happen when users click a value. and enter a caption for the target in the Caption text box. and then click the Column Format tab. click the Column Properties button for a column to open the Column Properties dialog box.Restores the default interaction. so that you can view more information. To specify what should happen when users click the column. conditional formatting helps direct attention to a data element if it meets a certain condition. and then making selections for font.Allows navigation to another analysis. Interactions are defined separately for a column heading and the data in a column. and then click the Column Format tab. Click the Remove button beside the Caption text box to remove that navigation target. cell. Click the Add Navigation Target button.Allows navigation to another analysis. click OK. Drill . Repeat this step for each navigation target that you want to add. you can show high revenue sales figures in a certain colour.Allows you to drill down. Interactions are defined separately for a column heading and the data in a column. specifying the condition to meet. and enter a caption for the target in the Caption text box. border and style sheet options to be applied CRM On Demand Online Help Release 15 377 . select the appropriate option in the Value Interaction area: Default . 2 Applying Conditional Formatting to the Column Contents In tables and pivot tables.Restores the default interaction. select the appropriate option in the Column Heading Interaction area: Default . Repeat this step for each navigation target that you want to add.

The Create/Edit Filter dialog box opens. For example. low revenue sales can be displayed in one colour. as is setting the colour of the region name based on the actual name. The conditional formats for the data and for the table cell that contains the data can include colours. Click the Add Condition button and select the desired column in the report for use in constructing the condition. NOTE: In pivot tables. For more information. cell. setting the colour of a region name based on the sales in that region has no effect in a pivot table. Conditional formats that format one column based on the value of another column are not reflected in a pivot table. 4 Make your choices for font. NOTE: When you access the Create/Edit Filter dialog box from the Conditional Format tab. fonts. The Edit Format dialog box appears. To add conditional formatting to a column in a report 1 On the Define Criteria page in Siebel CRM On Demand Answers. You can add multiple conditions so that the data and the table cell are displayed in one of several formats. it appears conditionally in the results. image and advanced style formatting options. Several subtle conditional formatting differences exist between traditional tables and pivot tables. The steps required to specify a condition are very similar to those used to create filters. and high revenue sales can be displayed in another colour. click OK to return to the Column Properties dialog box. 378 CRM On Demand Online Help Release 15 . but are reflected in a standard table. border. For example. and then click the Conditional Format tab.Reports when the condition is met. the dialog box only shows the options that apply to conditional formats. for example. click the Column Properties button for a column to open the Column Properties dialog box. However. conditions are evaluated against the values as calculated or aggregated by the pivot table. images and so on. 5 When you have finished. NOTE: If you specify an image as part of the conditional formatting. displaying a value of Northern Region in bold coloured text. based on the value of the data. setting the colour of the sales data based on the value of the sales data is reflected in a pivot table. Your selections only apply to the contents of the column for the report on which you are working. the Operator drop-down list shows the subset of operators that are used in conditional formats. Select the operator and value for the condition. 2 3 Click OK in the Create/Edit Filter dialog box. Conditional formatting is applied based on the underlying value. even if you select the Show As options to show the data as percentages or indexes. For example. see "Formatting Column Content" below.

style (such as bold) and any effects to be applied (such as underlining). colour. or click OK if you are finished. with a value of 1 in the column indicating the worst ranking. your selections only apply if the condition is met. You can also select settings for table and column headings. To reorder a column. Click a condition or conditional format to edit it. You could apply conditional formatting to show the following: One image to indicate a low rank for columns that contain 1. such as a table or pivot table. Columns are evaluated in the order that they are listed. your selections are static. and the conditional formatting to be applied. To delete a column from the condition. In the Cell area. 6 or 7. If you are overriding the default formatting properties for a column. In the Graphics dialog box. cell. make your selections for alignment. 9 or 10. A third image to indicate a high rank for columns that contain 8. If you are specifying conditional formatting properties for a column. The selections for horizontal and vertical alignment are similar to text justification selections in word processors. 2 or 3. Vertical alignment does not have any impact unless the column spans multiple rows of other columns. In the results display. Formatting Column Content Use the Edit Format dialog box (and the options on the Style tab of the Column Properties dialog box) to select font. and not the ranking numbers. background colour and an image to be displayed inside the cell. the columns only appear with the images. and a value of 10 indicating the best ranking. The following example describes how conditional formatting can be applied to results. border and advanced style formatting options for column data that is shown inside a cell in a tabular format. click the Move Up or Move Down buttons. make your selections for font family. To use the Edit Format dialog box or the Style tab of the Column Properties dialog box 1 2 In the Font area. 6 You can specify another condition to be included. Suppose a report includes ten ranking categories. size. For horizontal alignment: CRM On Demand Online Help Release 15 379 . 5. Another image to indicate an average rank for columns that contain 4. select the Images Only image placement option. click the Delete button.Step 1: Defining Criteria The Column Properties dialog box shows the condition.

Select Centre to centre the data. To include an image distributed with Siebel CRM On Demand Answers. When you click on an image category. select Default. To retain the default data alignment associated with this column. the Graphics dialog opens. Custom images can be used for both conditional and unconditional results. colour and style of the cell. 380 CRM On Demand Online Help Release 15 . 3 4 5 In the Border area. and then provide the location of the class. you can override style and class elements specified in Siebel CRM On Demand Answers style sheets. select the Custom Image option and specify the appropriate path in the text box. such as meters and trend arrows. This is the most common justification for numeric data. To retain the default vertical alignment associated with this column. To include a custom image. Select Right to right-justify the data. To specify the location of the image within the cell. make your selections for column width. style or style sheet.Displays any images to the right of the column data or heading. Images Right .Displays any images in the default position. use the graphics selection window.Displays any images to the left of the column data or heading. select Default. Select Bottom to align the data to the bottom of the table cell. In the Additional Formatting Options area. When you click the Image button. The window shows images that are useful in conditional formatting. which is usually to the left of the column data or heading. This capability is for users who know how to work with cascading style sheets. Click the checkbox beside the settings that you want to use. In the Custom CSS Style Options (HTML Only) area. and not the column data or heading. Make your selection by selecting the radio button next to the image that you want to use. The image should be one that is accessible to all users who will view the results. make a selection from the Image Placement drop-down list: Default . The left pane shows the categories of images.Reports Select Left to left-justify the data.Displays the image only. Images Only . This is the most common justification for text data. Select Centre to align the data to the middle of the table cell. Expand the Custom CSS Style Options (HTML Only) area by clicking the + icon. top padding and bottom padding. make your selections for the border position. right padding. the right pane shows the images in that category. For vertical alignment: Select Top to align the data to the top of the table cell. Images Left . height. Select the No Image option if you do not want to include an image. indent (left padding).

To enter a custom date/time format string 1 On the Define Criteria page in Siebel Answers. In the Custom Date Format field. Using Custom Date/Time Format Strings Custom date/time format strings provide additional options for formatting columns that contain timestamps. General Custom Format Strings The following table describes some general custom format strings and the results that they display. click the Column Properties button for a column that contains a timestamp. 2 Select the following option in the Data Format area: Override Default Data Format 3 4 In the Date Format field. The Column Properties dialog box opens. General Format String Result [FMT:dateShort] Formats the date in the locale's short date format. such as: text-align:center. Formats the date in the locale's long date format. type the custom format string exactly as shown in the following tables. NOTE: You must type the custom format string in the Custom Date Format field. click OK to close the dialog box. select Custom from the drop-down list. Formats the time in the locale's time format. CRM On Demand Online Help Release 15 381 [FMT:dateLong] [FMT:dateInput] [FMT:time] [FMT:timeHourMin] . Formats the date in a format acceptable for input back into the system. These allow the display of date/time fields in the user's locale. Custom format strings are not available for selection from the drop-down list. for Use Custom CSS Style you can enter valid CSS style attributes. dates and times. You can also type [FMT:date]. Formats the time in the locale's time format but omits the seconds. separated by semicolons.Step 1: Defining Criteria For example. including left and right bracket characters ([ ]). a date or a time.color:red 6 When you have finished.

Displays the word time and then shows the time. Displays the word date and then shows the date. This formats the date in the locale's short date format and the time in the locale's time format. Formats the time in a format acceptable for input back into the system. This formats the date in yyyy-mm-dd format. The timestamp is shown within single quote characters ('). Formats the time in standard ODBC hh:mm:ss format (2-digit hour. in standard ODBC hh:mm:ss format. 2-digit minute. [FMT:timeStampShort] [FMT:timeStampLong] [FMT:timeStampInput] [FMT:timeHour] ODBC Custom Format Strings The following table shows the ODBC standard typed custom format strings and the results they display. Displays the word timestamp and then the timestamp. This formats the date and the time in a format acceptable for input back into the system. 2-digit day).Reports General Format String Result [FMT:timeInput] [FMT:timeInputHourMin] Formats the time in a format acceptable for input back into the system. You can also type [FMT:timeStamp]. 2-digit month. but omits the seconds. [FMT:timeODBC] [FMT:timeStampODBC] [FMT:dateTyped] [FMT:timeTyped] [FMT:timeStampTyped] 382 CRM On Demand Online Help Release 15 . in standard ODBC yyyy-mm-dd format. such as 8 PM. 2-digit second). Equivalent to typing [FMT:dateODBC] [FMT:timeStampODBC]. Equivalent to typing [FMT:dateLong] [FMT:time]. The time is shown within single quote characters ('). Formats the hour field only in the locale's format. and the time in hh:mm:ss format. The date is shown within single quote characters ('). These display date/time fields according to the ODBC standard. ODBC Format String Result [FMT:dateODBC] Formats the date in standard ODBC yyyy-mm-dd format (4-digit year. in standard ODBC yyyy-mm-dd hh:mm:ss format. Equivalent to typing [FMT:dateShort] [FMT:time]. Equivalent to [FMT:dateInput] [FMT:timeInput]. This formats the date in the locale's long date format and the time in the locale's time format.

For months. (This format displays the hour field only in the locale's format. and formats the number of minutes in an hh display. a value of 2 is formatted as 2 AM. Integral fields hold integers that represent the month of the year or the day of the week.24 as 12 PM. 2 represents February and so on. a value of 2 is formatted as 12 AM. and a value of 363. Custom Format Strings for Conversion into Hours The following table shows the custom format strings that can be used to format data in hours. where hh is the number of hours. where hh is the number of hours. where hh is the number of hours. Fractional hours are dropped from the value. with 12 representing December. Fractions are dropped from the value. Fields where the output is in [FMT:timeHour] format. Displays the full day of the week in the user's locale. such as 8 PM.30 as 5 PM. and formats the number of hours in an hh display. For example. For example. and a value of 12. 1 represents Sunday. [FMT:timeHour(min)] [FMT:timeHour(sec)] CRM On Demand Online Help Release 15 383 . Fractions are dropped from the value. Displays the abbreviated day of the week in the user's locale. For example. a value of 600 is formatted as 12 AM. This assumes that the value represents the number of seconds that have elapsed since the beginning of the day. For days of the week. a value of 3600 as 1 AM and a value of 61214. These can be used for the following types of fields: Fields that contain integers or real numbers that represent the time that has elapsed since the beginning of the day (12:00 AM). Integral Field Format String Result [MMM] [MMMM] [DDD] [DDDD] Displays the abbreviated month name in the user's locale. 2 represents Monday and so on. 1 represents January. Displays the full month name in the user's locale. and formats the number of seconds in an hh display.Step 1: Defining Criteria Custom Format Strings for Integral Fields The following table shows the custom format strings that are available when working with integral fields. with 7 representing Saturday.10 as 06 AM. This assumes that the value represents the number of minutes that have elapsed since the beginning of the day.) Data Conversion Format String Result [FMT:timeHour] This assumes that the value represents the number of hours that have elapsed since the beginning of the day. These allow the display of month and day names in the user's locale.

Reports Custom Format Strings for Conversion into Hours and Minutes The following table shows the custom format strings that can be used to format data in hours and minutes. (This format displays the time in the locale's time format. [FMT:timeHourMin(sec)] [FMT:timeHourMin(hour)] Custom Format Strings for Conversion into Hours. where hh is the number of hours and mm is the remaining number of minutes. where hh is the number of hours. minutes and seconds. where hh is the number of hours and mm is the number of minutes. Minutes and Seconds The following table shows the custom format strings that can be used to format data into hours. a value of 60 is formatted as 12:01:00 AM.) Data Conversion Format String Result [FMT:time] This assumes that the value represents the number of seconds that have elapsed since the beginning of the day. 384 CRM On Demand Online Help Release 15 . Fractions are dropped from the value. For example. and converts the value to an hh:mm:ss display. a value of 1. This assumes that the value represents the number of seconds that have elapsed since the beginning of the day.75 as 1:45 PM. but omits the seconds. For example.5 as 1:30 AM and a value of 13. This assumes that the value represents the number of hours that have elapsed since the beginning of the day. where hh is the number of hours and mm is the number of minutes. a value of 60 is formatted as 12:01 AM. mm is the number of minutes and ss is the number of seconds. For example. and converts the number of hours to an hh:mm display. (This format displays the time in the locale's time format. These can be used for fields that contain integers or real numbers that represent the time that has elapsed since the beginning of the day (12:00 AM).) Data Conversion Format String Result [FMT:timeHourMin] This assumes that the value represents the number of minutes that have elapsed since the beginning of the day. and converts the value to an hh:mm display. a value of 126 as 12:02:06 AM and a value of 43200 as 12:00:00 PM. They can also be used where the output is in [FMT:time] format. a value of 120 as 12:02 AM and a value of 43200 as 12:00 PM. For example. described in the topic General Custom Format Strings. These can be used on fields that contain integers or real numbers that represent time. a value of 12 is formatted as 12:12 AM. They can also be used where the output is in [FMT:timeHourMin] format. a value of 73 as 1:13 AM and a value of 750 as 12:30 PM. and converts the value to an hh:mm display. a value of 0 is formatted as 12:00 AM. Fractions are dropped from the value.

which is possible with many of the previous formats. Like d. but single-digit numbers begin with a 0. Full name of the day of the week (for example: Sunday. and converts the value to an hh:mm:ss display. Similar to M. CRM On Demand Online Help Release 15 385 dd ddd dddd M MM . Three-letter abbreviation for the day of the week (for example: Sun. a value of 60 is formatted as 1:00:00 AM.h:mm tt which formats the date stamp fields in the following way: Monday . you can create the format: dddd . Some common date and time formats are described in the following table. Mon). and a value of 12 as 12:00:00 PM.4:03 PM NOTE: When using these formats. where hh is the number of hours. 12). you can format dates and times by creating your own format using some of the common date and time formats described in the following table. mm is the number of minutes and ss is the number of seconds. using the following formats.5 is formatted as 6:30:00 AM.Step 1: Defining Criteria Data Conversion Format String Result [FMT:time(min)] This assumes that the value represents the number of minutes that have elapsed since the beginning of the day. For example. do not include the square brackets ([ ]) that are required with other formats. For example. [FMT:time(hour)] Advanced Custom Formats In addition to the formats previously described. but single-digit numbers begin with a 0. Single-digit numbers do not have a leading 0. Month number (for example. mm is the number of minutes and ss is the number of seconds. where hh is the number of hours. This assumes that the value represents the number of hours that have elapsed since the beginning of the day. Single-digit numbers do not have a leading zero (0). While the following formats do provide greater formatting flexibility. Monday). and converts the value to an hh:mm:ss display. they do not allow date formats to change according to the user's locale setting. Format Result d Number of the day of the month (for example: 1 to 31). a value of 126 as 2:06:00 AM and a value of 1400 as 11:20:00 PM. 1. For example. a value of 6.

Number of seconds. Feb). but single-digit numbers begin with a 0. Select the Column Formula tab. Similar to s. Setting Up Column Formulas Advanced users can create new formulas. February). but single-digit numbers begin with a 0. Hour in 24-hour format. Use with h and hh formats. Two-digit number for the year (for example: 06). Similar to h. or edit existing formulas. Full name for the month (for example: January. Siebel CRM On Demand Answers supports a wide variety of SQL-92 functions. Number of minutes. To edit or add a formula 1 2 3 Within the Columns area of the Define Criteria page. Single-digit numbers do not have a leading 0. Single-digits do not have a leading 0. Single-digit numbers do not have a leading 0. using built-in functions. Select the Custom Headings checkbox if you want to change the table heading and column heading text. as well as extensions to SQL-92. but single-digit numbers begin with a 0. but single-digit numbers begin with a 0. Available functions are presented in Using Functions in Analyses (on page 445). Similar to m.Reports Format Result MMM MMMM yy yyyy h hh H HH m mm s ss tt Three-letter abbreviation for the month (for example: Jan. AM and PM indicator. Similar to H. Single-digit numbers do not have a leading 0. 386 CRM On Demand Online Help Release 15 . click the Edit Formula button for a column whose formula you want to edit or add. Four-digit number for the year (for example: 2006) Hour in a 12-hour format.

The following table describes the available sort orders. To combine multiple values or ranges into bins On the Bins tab. Select the Bins tab and combine multiple values or ranges into bins. Select an aggregation rule from the Aggregation Rule drop-down list. you can also use functions and conditional expressions to present search results in a variety of ways. When you click the Order By button. Click OK. as required. Aggregations are performed accordingly as well. The button changes to indicate the sort order. CRM On Demand Online Help Release 15 387 . if required. as required. See "To combine multiple values or ranges into bins" below. it shows a new image to indicate the sort order that the selected column will apply to the results. In an analysis. All instances of the different values that make up the bin in the result set will be replaced by the bin name. 2 Continue clicking the Order By button until the sort order you want appears.Step 1: Defining Criteria 4 5 6 7 Modify the formula. add and name bins to combine multiple values or ranges of values from a given column into bins. You can specify the sort order for one or more columns that appear in an analysis. using the buttons below the Column Formula box. To sort an analysis based on columns 1 Click the Order By button for the column by which you want to sort. Sorting and Reordering Columns You will want to select the sort order for the data in a column and also make sure that the columns appear in the order you want.

Combining Results from Multiple Reports Using Set Operations After you have selected a subject area and added columns to a report. however. The results will be sorted in descending order. On the Action bar. A number that appears on an Order By button indicates that the column is not the primary sort column applied to the results. Field labels display consistently regardless of the country for each record or the On Demand user's default company country. The results will be sorted in ascending order. About Using Addresses in Reports Many reports require the use of address fields. The up arrow indicates that the results are sorted in ascending order. 388 CRM On Demand Online Help Release 15 .Reports Button Description The selected column will not be used to sort the results. You can drill down on most of the other address fields on the Action bar (those not in the Extended folder) when included in reports. For details on how each field maps to the address format for specific countries. depending on your needs. You cannot drill down on fields included from the address Extended folder in reports. you can report on addresses in two different ways. In this example. The number corresponds to when the sort order is applied. The fields displayed will match those associated with the On Demand user's default company country. see About Countries and Address Mapping (on page 718).Extended) provides reporting on all nine standard address fields included with Siebel CRM On Demand. using the items in the selected column. you can combine criteria from one or more subject areas using Set operations. using the items in the selected column. an address folder whose name includes Extended (for example. the column is used as the second sort order column. all fields may not appear if the country associated with a specific record is not the same as that of the On Demand user's default company country. Invoicing Address . In Siebel CRM On Demand. This action combines the results of two or more reports into a single report. using the items in the selected column.

In the Subject Area dialog box. Edit column characteristics (format column. and then choose Create New Criteria. and then click the Combine with Similar Analysis button. select a subject area that contains the data that you want to combine with the selections you made in Step 1. The Set Operations page appears. or a different subject area. At the Define Criteria page. click the plus sign in the Advanced section. including duplicate rows. To combine the results of multiple reports 1 2 3 Select a subject area and add columns to the report on the Define Criteria page. Select columns from the selection area to be combined with the first report. This action displays the resulting columns with buttons that you can use to edit format and sorting.Step 1: Defining Criteria NOTE: The number and data types of the columns selected in each component must be the same. 4 5 6 7 8 9 Follow the on-screen instructions to build the combined report. Returns rows that are common to all reports. If required. Click the Set button and select the operation type. sort) for the combined report by clicking Result Columns in the Set Operations section. Returns rows from the first report that are not contained in the other reports. The following table lists the Set operators and describes their effects on results. Set Operator Union Union All Intersect Minus Effect on Results Returns non-duplicate rows from all reports. Returns all rows from all reports. Add additional subject areas by clicking Edit in the Set Operations section. The subject area can be the same as that selected in Step 1. The column lengths can differ. CRM On Demand Online Help Release 15 389 . define the filters that are specific to the current subject area.

Your layout can include any views shown in the following table. You can select to display one page of information at a time. In this step. Tables are supported in a wide variety of formats and can include graphics. You can add a variety of views to results. you can drill down into the results. For result-specific help. using custom formatters. bubble charts and custom subtypes including 2D. You can then save the report with the collection of views. you should create the layout for your report. Table Chart 390 CRM On Demand Online Help Release 15 . and control the size of the page and the position of the paging controls. axis titles and data labels. line charts. and control colours using a style sheet. Supported chart types include bar charts. Use this view to display data in a column format. Views use the presentation capabilities to help you look at results in meaningful. you can include a help icon that links to any HTML page or site that contains information about the report or the results. links and so on. intuitive ways. a saved name for the results and a custom logo to identify the results. clustered. It does this by including a Title view. with a title preceding the table. add other views. Siebel CRM On Demand Answers initially displays results in a table. You can control the size and scale of the chart. area charts. users can also change the format of the table headings. You can customise or delete these existing views for a report. You have complete control over the title. sorting and other options specified in the Define Criteria step. pie charts. column charts. explanatory text. a list of filters that were used to limit the results. combination and custom. In addition. you can add more views to your layout. stacked.Reports Step 2: Creating Layouts After you define the criteria. You can also add subtotals and totals to your columns. such as charts and pivot tables that allow you to drill down to more detailed information. Layout Title Description Use this view to include a title and subtitle. which is convenient for larger result sets. Use this view to drag and drop columns to a layout chart. which displays the name of the saved report. and more. which displays the results in a basic table that inherits the formats. and a Table view. scatter charts. Using Table view. These initially show up at the bottom of your layout. 3D. absolute. Preparing multiple views of results can help you to identify trends and relationships in data. When you run a new report. the location of the legend. and combine and position views anywhere in the workspace.

Use this view to include static text in the results. Use the gauge view to show results as gauges. similar in style to the stock tickers that run across many financial sites on the Web. Like the Table view. tickers. Use this view to specify explanatory text that is to appear if the report does not return any results. elements can be placed in pages. When placed on a dashboard. links. Use the Legend view to document the meaning of special formatting used in results. such as dial. the view selector appears as a drop-down list where users can make a selection. using custom formatters. Use this view to display a three-dimensional chart that represents target and actual values using volume. Use this view to display the results as one or more paragraphs of text. and specify how rows should be separated. in the results. preview them and apply the settings. column and section headings and swap them around to obtain different perspectives. links and so on. Use the View Selector view to select a specific view of the results from the saved views. This view is useful for calling attention to results and for late-breaking information. For an interactive result set. graphics and so on. allowing users to select elements. descriptions. Use column selectors to allow users to dynamically change which columns are displayed in the analysis. elements can be formatted using custom formatters. Users can navigate through pivot tables and drill down into information. such as the meaning of custom colours applied to gauges. Active-X objects. instructions. You can use HTML to include banners. such as a sales pipeline. You can drag and drop headings to pivot results. You can incorporate custom HTML or JavaScript to specify how information is displayed. Gauge Active filters Static text Legend Column selector View Selector Funnel chart Narrative Ticker No Results Click a topic to see step-by-step instructions for performing the following: Adding Titles to Results (on page 392) CRM On Demand Online Help Release 15 391 . You can enter in a sentence with placeholders for each column in the results.Step 2: Creating Layouts Layout Pivot table Description Use this view if you want to be able to take row. This view supports a variety of formats and can include graphics. bar and bulb-style gauges. allowing for flexible analysis. It is useful for depicting target values that decline over time. Users can create complex pivot tables that show aggregate and non-related totals next to the pivoted data. This allows users to analyse data along several dimensions and dynamically alter the content of the results. Use this view to display the results of a report as a ticker or marquee. You can control what information is presented and how it scrolls across the page. Java applets. Use this view to show the filters in effect for a report. level and colour.

the saved name is displayed below the text in the Title text box (if this text exists). clear the Display Saved Name checkbox. If the box is checked. To work with a Title view 1 In Siebel CRM On Demand Answers. specify the appropriate path in the Logo text box.Reports Adding Tables to Results (on page 393) Showing Results in Charts (on page 395) Showing Results in Pivot Tables (on page 408) Showing Filters Applied to Results (on page 424) Adding Markup Text to Results (on page 424) Allowing Users to Change Columns in Reports (see "Showing Results in Charts" on page 395) Showing Results in Funnel Charts (on page 430) Adding Narrative Text to Results (on page 431) Showing Results in Scrolling Tickers (on page 434) Alerting Users to No Data (on page 438) Adding Titles to Results Use the Title view to add a title. 4 (Optional) If you want to display a logo image or other graphic. click the Add View button and then select Title from the drop-down list. enter the text to be displayed as the title. navigate to the Create Layout page. 2 In the Title text box. 3 If you do not want the saved name of the report to appear. create or modify the report with which you want to work. and timestamps to the results. the name of the saved report is used as the title. navigate to the Create Layout page. a logo or a link to a custom online help page. and then perform one of the following actions: To add a new Title view. the Title text box is blank. 392 CRM On Demand Online Help Release 15 . a subtitle. A Title view is always added to the results as the first view. If you do not specify a title. find the Title view and click the Edit View icon. Titles and subtitles can be formatted. To edit an existing Title view. For unsaved reports.

You can also specify paging controls and the number of rows per page. Make your choices for font.Step 2: Creating Layouts The image is displayed to the left of the title text. sort. NOTE: If you enter a new caption. you can save the report with the Title view. You can add a grand total and column totals. You can also edit properties for a column to control the appearance and layout of a column and its contents. In the Pivot Table view. If column sorting is selected. Users can navigate and drill down in the results. 5 (Optional) In the Subtitle text box. Adding Tables to Results Use the Table view to show results in a standard table. the column headers of the columns that can be sorted have a slightly raised visual appearance. The image or graphic should be accessible to all users who view this report. and border options and then click OK. enter the appropriate URL in the Help URL text box. CRM On Demand Online Help Release 15 393 . as the second view. it replaces the original title or subtitle. and change the formula or aggregation rule for a column. If you want to provide a link to customised help or other information related to the report. A Table view is always added to the results. 6 If you want to add additional formatting to the title or subtitle. enter the text to be displayed as a subtitle. cell. display column and table headings. the grand total is the average of the rows in the result set. and specify formatting to be applied only if the contents of the column meet certain conditions. The grand total for columns with the aggregation rule Average will differ in the Table and Pivot Table views. the grand total for a column with an Average aggregation rule is calculated from the database (as a sum divided by a count). column order. In the Table view. and changes in the Define Criteria page can be seen in the Table view. The URL should be one that is accessible to all users who will view this report. select one of the timestamp options from the Started Time drop-down list. perform the following: a b Click the edit buttons to the right of the Title and Subtitle dialog boxes. NOTE: Changes made to the columns in the Table view (for example column format. 7 8 If you want to display the report execution date or time. specify custom table and column headings. apply green bar styling and enable column sorting. 9 When you have finished. The subtitle text will follow the actual title on a new line. formulas and so on) can be seen in the Define Criteria page.

All instances of the different values that make up the bin in the result set will be replaced by the bin name. if the Report-Based Total option is not selected. navigate to the Create Layout page. If you select more than one column. navigate to the Create Layout page. and then perform one of the following actions: To add a new Table view. see Sorting and Reordering Columns (on page 387). and make sure that the option Report-Based Total is selected. to see the menu with this option). where you can perform the following actions: To specify custom headings. NOTE: The Total By button is only available for columns that can be totalled by. For more information about sorting. click the Add View button and select Table from the views drop-down list. To combine multiple values or ranges of values from a given column into bins. the system calculates the total based on the entire result set. make a selection from the Aggregation Rule drop-down list. before applying any filters to the measures. select Header Toolbars with Results in the drop-down list to the right of Display. To specify the sort order for one or more columns that appear in a report. To edit an existing Table view. 5 To add custom headings or edit the formula for a column. enter it into the Column Formula text box. Also.) To add totals for an individual column. select the Custom Headings checkbox and enter new heading text into the appropriate location. 394 CRM On Demand Online Help Release 15 . click the Order By button for a column. the order is shown on the Order By button. To change the aggregation rule for the column. click the Bins tab. 2 3 To view the buttons for working with each column individually. To edit the formula for the column. 4 To specify totals. click the Grand Total button at the top. (Click the Grand Total button again to see the menu with this option. You can order results by more than one column. The workspace shows the options and settings for the view. click the Total By button for that column. find the table and then click the Edit View button for the Table view.Reports To work with a Table view 1 In Siebel CRM On Demand Answers. click the Edit Formula button. and make sure the option Report-Based Total is selected (click the Total By icon again for the individual column. create or modify the report with which you want to work. Aggregations are performed accordingly as well. The Edit Column Formula dialog box appears. Typically this is a column that contains repeated values that would be summed for a total. Then add and name the bins. perform the following actions: To add a grand total.

Step 2: Creating Layouts

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To edit the properties for a column, or to specify formatting to be applied if the contents of the column meet certain conditions, click the Format Column button. The Edit Column Format dialog box appears, where you can make your selections: For information about formatting columns and adding conditional formatting, see Editing Column Properties (on page 374).

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When you have finished, you can save the report with the Table view.

To specify paging controls and the number of rows per page, display column and table headings, apply green bar styling, and enable column sorting

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At the table view, click the Table View Properties button near the top of the workspace. Make your selections for the various options.

Showing Results in Charts
Use the Chart view to position columns on a chart, and to customise the title, legend location, axis titles, data labels, size and scale. You can select the chart graph, such as a line chart or a bar chart; the chart subtype, such as two-dimensional; and the style for columns, such as the shape and fill pattern. You can also set borders and colours, and control other chart characteristics. You can drill down into the results in the Chart view. Chart graph choices include area charts, bar charts, bubble charts, line charts and other types. Chart subtypes include 2D, 3D, absolute, clustered, stacked, combination and custom. This section explains how to work with charts. It contains the following topics: Description of Siebel CRM On Demand Answers Chart Graphs Description of Siebel CRM On Demand Answers Chart View Buttons General Steps to Add or Modify Chart Views NOTE: Siebel CRM On Demand Answers uses a third-party charting engine. The type of the chart, its size and the number of elements charted can affect whether axes or legends appear. This is restricted by the amount of available space on the Web browser page. Sometimes, by adjusting the width and height controls, it is possible to get undisplayed axes and legend values to appear.

Description of Siebel CRM On Demand Answers Chart Graphs
The following table shows the chart graphs available from the Graph drop-down list and describes their uses. Not all chart graphs are appropriate for all types of data. The default chart graph is a vertical bar chart.

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Chart Graph Type Area

Description An area graph is similar to a line graph, but with the areas under the lines filled in. Area graphs show the percentage of the whole that each variable represents. Area graphs are useful for observing changes in cumulative value or percentage over time; for example, by comparing groups according to certain measurements such as outcome, and displaying group trends.

Horizontal Bar

A horizontal bar graph can be used to compare facts by showing bars in a horizontal direction. Horizontal bar graphs are useful for comparing differences between similar items; for example, competing product sales, same product sales over different time periods or same product sales over different markets.

Bubble

A bubble graph is a variation of a scatter graph that displays data elements as circles (bubbles). It shows three variables in two dimensions. One value is represented by the location of the circle on the x-axis. Another value is represented by the location of the circle on the y-axis. The third value is represented by the relative size of its circle. Bubble graphs are useful for plotting data with three variables, and for displaying financial data over a period of time. TIP: To create a bubble graph, plot one fact on the x-axis, another fact on the y-axis and a third fact on the bubble radius axis. These three facts are plotted for selections on the Level axis.

Vertical Bar

A vertical bar graph compares facts using vertical columns. Vertical bar graphs are useful for comparing differences between similar items.

Line

A line graph can be used to plot multiple facts. Line graphs are useful for showing patterns and trends in data.

Line Bar Combo

A line bar combination graph plots two sets of data with different ranges, one set as bars, and one set as lines overlaid on the bars. Line bar combination charts are useful for showing trend relationships between data sets. TIP: You can specify any mix of bars and columns, but there must be one of each. You can specify all columns as lines, however if you only want bars, use a bar chart. (When only bars are selected for this chart type, some column selections may be drawn as lines.)

Pareto

A pareto graph is a form of bar chart and line chart that displays criteria in descending order. In this graph type, the line shows a cumulative total of the percentages. Pareto graphs are useful for identifying significant elements, such as best and worst or most and least.

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Chart Graph Type Pie

Description A pie graph shows data sets as percentages of a whole. Pie graphs are useful for comparing parts of a whole, such as sales by region or by district.

Radar

A radar graph plots the same information as a bar graph, but instead displays data radiating from the centre of the graph. Each data element has its own value axis. Radar graphs are useful for examining overlap and distribution.

Scatter

A scatter graph displays x-y values as discrete points, scattered within an x-y grid. It plots data points based on two independent variables. This allows you to plot large numbers of data points and observe the clustering of data points. Scatter graphs are useful for observing relationships and trends in large data sets. TIP: To create a scatter graph, plot one fact on the x-axis and plot another fact on the y-axis. These facts are plotted for selections on the Level axis.

Step

A step graph is similar to a line graph. It can also be used to plot multiple facts.

Your selection for the chart graph determines the chart subtypes that are available from the Type drop-down list. Not all chart types have subtypes; for example, bubble and radar graphs have no subtypes. Charts subtypes default to the 3D option, if available. Depending on the chart type selection, subtype options may include the following: Area charts: 3D and 2D Bar charts: 3D, 2D, 3D Stacked and 2D Stacked Line charts: 3D and 2D Pareto charts: 3D and 2D Pie charts: 3D and 2D Scatter charts: Scatter, and Scatter with Lines Step charts: 3D and 2D Your selection for the chart type also determines the styles that are available from the Style drop-down list. Not all chart types have styles. The style defaults to solid fill, if available. Depending on the chart type selection, styles for charts may include the following: Area charts: Solid Fill and Pattern Fill Bar charts: Rectangle, Cylinder, Gradient, Triangle, Diamond, Pattern Fill Line charts: Rectangle, Cylinder, Gradient, Triangle, Diamond, Pattern Fill Pareto charts: Rectangle, Cylinder, Gradient, Triangle, Diamond, Pattern Fill

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Pie charts: Solid Fill and Pattern Fill

Description of Siebel CRM On Demand Answers Chart View Buttons
The buttons at the top of the Chart view page provide access to various chart settings. The following table describes the Chart view buttons and settings. Chart View Button Description Sets general properties for the chart, such as its title, whether data labels appear and the chart size. Controls the display of axis title and data labels at the bottom of the chart and to the left of the chart.

Sets the axis scaling properties, the number of tick marks and the scale type.

Controls additional charting options such as: the display of grid lines on the chart the location of the legend, and provides options for resizing the legend background, text and border colours how users interact with the chart when they click it, such as drilling down to lower-level data, or navigating automatically to a related saved report or a Web site Allows users to format the visual appearance of chart series such as colour, line width and line symbols.

For pie charts, allows users to make selections for data labels.

Description of Basic Chart Components
You can define basic components for a chart. The following table describes the components you can customise. NOTE: Some components are only available for specific chart types. For example, a pie chart does not have axes. The type of chart you select determines which components are applicable.

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Chart Component Measure labels

Description Controls the position and formatting of the column heading for the data in the Measures section. It also provides totalling and ordering capabilities. If there is only one measure, you can exclude this element. Use the legend to explain the chart. You can specify a location for the legend, and if it can be truncated. The horizontal and vertical lines that identify the scale of the chart. You can specify horizontal and vertical axes for the chart. A matrix of horizontal and vertical lines that help you to visually relate any point on a chart to the axes. You can specify the colours for grid lines. Identify the scale of the chart. You can specify properties such as location, size, colour, line width and range. Display more detail. You can specify if and how a user can drill down to access further details about the information presented in the chart. Specify a title to describe the chart.

Legend Axes Grid Lines

Scale Markers

Drill

Title

Axis title, labels and limit Chart series

Specify if and how you want titles and scale labels to appear on the axes of your chart. Format elements of the visual appearance of chart series, such as colour, line width and line symbols. You can also apply rule-based formatting, such as applying a certain colour when a position of the series is equal to a specified value. Subdivide the scale markers on an axis, to enhance detail.

Tick Marks

Data Labels

Show the numeric value of data as you roll the mouse over the chart.

General Steps to Add or Modify Chart Views
The following procedure provides the basic steps for adding or modifying a Chart view. NOTE: If you select a chart graph that is incompatible with the results, no results are shown.

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To add or modify a Chart view

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In Siebel CRM On Demand Answers, create or modify the report with which you want to work, and then perform one of the following actions: To add a new Chart view, navigate to the Create Layout page, click the Add Views button and select Chart from the views drop-down list. To edit an existing Chart view, navigate to the Create Layout page, find the chart and click the Edit View button. The workspace shows the options and settings for the view.

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Make your selections for the chart graph, subtype and style. Your selection for the graph type determines the available choices for the subtype and style. When no subtypes or styles are available, the drop-down lists become unavailable. As you make selections from the drop-down lists, the Chart view changes to reflect your selections.

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To add a column to the chart, click the column in the Action bar or add it from the Define Criteria page. NOTE: This will add the column to the report overall; you will see it in Define Criteria and also in Table views.

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To delete a column from the chart, navigate to the Define Criteria page and click the Remove Column button for the column. Use the buttons at the top of the Chart view page to specify additional chart settings. To see the effects of your changes, click the Redraw button. You can click the Redraw button at any time to refresh the Chart view.

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To remove changes and start from the original chart, click the Restore Default button. To resize the chart, use the vertical and horizontal slide bars. Save the report.

Specifying General Chart Properties in Chart Views
You can set general properties for the chart, such as a title and the appearance of data labels. Data labels are enabled by default for selected 2D chart types. The default for chart size is to scale all elements of the existing chart, including height and width, to fit the available space. The chart's height and width remain proportional to each other when the size of the chart changes. The chart automatically resizes chart elements based on the space available within the chart.

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NOTE: The chart can expand significantly if the number of items being charted grows substantially. For example, suppose you create a report to display the sales of three products, create a chart of the results with the product sales shown as three columns, and adjust the size of the chart so that it occupies about 25 percent of the page. If the report is run later and six products are returned, the chart is expanded to twice its original width, or about 50 percent of the page, so that the widths of the individual columns in the chart remain constant. The chart elements are resized as required to fit in the chart. Using the preceding example, the chart continues to occupy about 25 percent of the page, and the columns are resized to fit in the available space. You can specify a fixed size for the chart in General Chart Properties. This will override the default behaviour.

To set general properties for a chart view

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Click the following button at the top of the chart view page:

The General Chart Properties dialog box appears.

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Make your selections and click OK. The chart view refreshes. The chart may resize to accommodate your selections.

Controlling the Display of Grid Lines in Chart Views
You can control whether grid lines display on the chart, and specify grid line colours.

To control the display of grid lines on a chart view

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Click the following button at the top of the chart view page:

The Additional Charting Options dialog box appears.

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Click the Grid Lines tab, make your selections and click OK. The chart view refreshes.

Specifying the Location of the Legend in Chart View
You can specify the location of the legend, and set options for resizing the legend.

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To specify the location of the legend on a chart view

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Click the following button at the top of the chart view page:

The Additional Charting Options dialog box appears.

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Click the Legends tab, make your selections and click OK. The chart view refreshes. The chart may resize to accommodate your selections.

Setting Colours for Background, Text and Borders in Chart View
You can specify the colour for the chart background, text and borders.

To specify background, text and border colours on a chart view

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Click the following button at the top of the chart view page:

The Additional Charting Options dialog box appears.

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Click the Borders & Colours tab, make your selections and click OK. The chart view refreshes.

Selecting the Columns to Display as Axes in Chart View
The column area on the left side of the chart view shows the columns that are included in the report. You can select the columns to be displayed as the different axes in the chart. You can also indicate whether measure labels appear for factual data plotted on an axis. The available axes can change depending on the type of chart selected from the Graph drop-down list. The chart axis buttons used in chart view are described in the following table.

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Chart Axis Button

Axis Level axis (for scatter and bubble graphs)

Horizontal axis

Vertical axis (for a radar graph, this is the fact axis)

Legend

Overlay axis (for a line bar combo graph)

Radius axis (for a bubble graph)

Pie Values axis (for a radar graph, this is the radar axis)

To select the columns to be displayed as the axes on a chart view

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In the columns area to the left of the chart, click the appropriate checkbox for one of the axis buttons to display that column as the corresponding axis in the chart. The axis buttons change depending on the type of graph selected from the Graph drop-down list.

2

To add a column to the chart, click the column in the selection area and then set it as an axis. This is equivalent to adding the column to the report on the Define Criteria page.

3

Click Redraw to refresh the chart view.

Setting Axis Scaling Options in Chart View
You can control axis limits, tick marks and scale type, and the properties of scale markers.

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To specify axis scaling options for a chart view

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Click the following button at the top of the chart view page:

The Axis Scaling dialog box appears.

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Make your selections and click OK. For charts with numeric axes, the settings of the axis scaling options determine how the scale is selected: When you select Default, the system selects the scale and sets the axis to zero (0) for positive numbers. When you select Zoom to Data Range, the system selects the scale. It evaluates the range of values on the axis, and selects appropriate minimum and maximum values for the scale. This is useful when charting a set of large values that are all within a small percentage of each other. The chart zooms in on the values so differences are more easily distinguished. You can also manually set the axis scaling values to specific numbers. The chart view refreshes. The chart may resize to accommodate your selections.

Editing Scale Markers in Chart View
Scale markers are accenting lines or shaded background ranges that mark key points, thresholds, ranges and so on. The lines or ranges can be applied on one or more axes, depending upon the type of chart. Lines appear in front of the chart information, whereas ranges appear in the background. NOTE: Some chart types, such as pie charts, do not use scale markers. The following procedure provides the general steps to edit a scale marker.

To edit scale markers for a chart view

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Click the following button at the top of the chart view page:

The Axis Scaling dialog box appears.

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Click the following button: Edit Scale Markers The Scale Markers dialog box appears.

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3

Click the Add button to add the first scale marker and make your selections for the marker. Advanced options include setting the scale to a static value, a particular column name or as the result of an SQL query. For more information about the types of scale markers and using the advanced options, see the procedures below.

4

Click OK successively to close the dialog boxes. The chart view refreshes. The chart may resize to accommodate your selections.

To create a line scale marker

1 2 3

Select Line from the Type drop-down list. Enter a line width in the third column. This value is the thickness of the line, in pixels. Enter the position for the line in the fourth column. The position indicates where on the axis the line will be located. For example, if your left axis has values from 0 to 100 and you specify a position of 40, you see a horizontal line intersecting the 40 position on the vertical axis. Enter the colour for the line. Enter a caption for the line. The caption appears when a user pauses the mouse over the line in the chart, and in the legend.

4 5

To create a range scale marker

1 2 3

Select Range from the Type drop-down list. Enter the low end of the range in the third column. Enter the high value of the range in the fourth column. NOTE: You must specify values that appear on the same axis as the range. For example, if your left axis has values from 0 to 100 and you specify 20 for low and 40 for high, the graph background will appear in the colour that you specify for the range between those values.

4 5

Enter the colour for the range. Enter a caption for the range. The caption appears in the legend.

Using Advanced Settings for Range and Line Values Options for these values include a static value, a value sourced from a column included in the report, or one derived from an SQL query.

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To specify an advanced setting

1 2 3

Next to the field, click the Properties button. Select one of the options, and enter appropriate values. Click OK.

Specifying Axis Titles and Labels in Chart View
You can specify: if the axis titles and data labels display at the bottom and to the left of the chart if the labels are rotated (to fit better) the maximum label length the text for the label (if different from the default). NOTE: Adjusting the size of a chart can affect how the axis labels appear.

To specify an axis title on a chart view

1

Click the following button at the top of the chart view page:

The Axis Titles and Labels dialog box appears.

2

Make your selections and click OK. The chart view refreshes. NOTE: When you set the Limit label length, specify the total number of characters that a label can contain. An ellipsis (…) will appear where any additional characters have been truncated.

Specifying What Happens When a User Clicks a Chart
When a user views the chart, you can specify the type of interaction that will occur if the user clicks the chart. The following are the types of interaction for a chart: Drill. Allows the user to drill down to more detailed information. This is the default interaction if a drill path is automatically configured. If no drill path is initially available, use Navigate to configure a custom drill path. Navigate. Allows the user to navigate to another saved report or dashboard. None. Disables drilling down or navigation from the chart.

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To specify the user interaction with a chart view

1

Click the following button at the top of the chart view page:

The Additional Charting Options dialog box appears.

2 3

Click the Interaction tab, and make your selection for the interaction. Click OK.

Formatting the Visual Appearance of Chart Series
Chart series formatting allows users to customise individual series components, based on their position. Users can format the visual appearance of chart series such as colour, line width and line symbols. For example, on a line bar combination chart with two data series, assume that the bar is position 1 and the line is position 2. Users can change the colour of the bar, the width of the line and the symbol representing the data points. Users can also apply rule-based formatting, such as applying a certain colour when a position of the series is equal to a specified value.

To format the appearance of chart series

1

Click the following button at the top of the chart view page:

The Series Format Control dialog box appears. The available choices depend on the chart type. For example: To customise a series, deselect the Use Default checkbox. To restore a series to its default settings, reselect the Use Default checkbox. To add a new format series control, click the Add button. Even if the current chart does not use this series, it will be used if it is needed (such as for drilling). To return all series to their default values, click the Clear All button. To change colours, click the colour box to access the Colour Selector dialog box. To change other series attributes, click the desired tab and select bar or line attributes.

2

Click OK.

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Making Selections for Data Labels in Pie Charts
Data labels appear when a user pauses the mouse over elements in the pie chart. You can specify how values should appear and what the data labels should be displayed. You can show values as percentages of the total or as actual values. Data labels can display the value only, the name only, or both the value and name. Depending on your selection, the chart may resize to allow the data labels to appear.

To make selections for data labels

1

Click the following button at the top of the chart view page:

2 3

Make your selections for the value and what the data label should show. Click OK.

Showing Results in Pivot Tables
The Pivot Table view is an interactive view that allows you to rotate the rows, columns and section headings to obtain different perspectives of the data. Pivot tables are navigable and drillable, and are especially useful for trend reports. This section provides the general steps for creating a pivot table and describes additional pivot table formatting options.

General Steps for Adding or Modifying Pivot Table Views
When you add or modify a pivot table, the columns included in the report appear as elements in the pivot table template. The following table describes pivot table positions.

Position Pages

Description Provides an interactive result set that allows users to select the data that they want to view. The values from the columns that appear in the Pages position are used as the initial filter criteria. The values appear in a drop-down list for selection. Based on this selection, a pivot table (composed of the Sections, Columns, Rows and Measures defined in the pivot table) appears.

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Position Sections

Description Provides initial filter criteria. For each value in the Section column, a unique pivot table appears, composed of the Columns, Rows and Measures defined in the pivot table. Shows an element in a column orientation. Pivot tables can contain multiple columns. Shows an element in a row orientation. Like columns, pivot tables can contain multiple rows. Populates the section of a pivot table that contains summary data. The elements in the Measures area are summarised based on the elements in the page, section, row and column fields. Each value in the Measures elements represents a summary of data from the intersection of the source rows and columns. The Measure Labels element, which appears in the Columns area by default, controls the position and formatting of the column heading for the data in the Measures section. It also provides totalling and ordering capabilities. If there is only one measure, this element can be excluded.

Columns Rows Measures

Excluded

Excludes columns from the pivot table results. Any column that is added as criteria for the report after the pivot table has been created is added as excluded.

To add or modify a Pivot Table view

1

In Siebel CRM On Demand Answers, create or modify the report with which you want to work, and then perform one of the following actions: To add a new Pivot Table view, navigate to the Create Layout page, click the Add View button and select Pivot Table from the views drop-down list. To edit an existing Pivot Table view, navigate to the Create Layout page, find the pivot table and then click the Edit View button for the Pivot Table view. The workspace shows the options and settings for the view.

2

To view the pivot table template and buttons for working with each column individually, select the Show Controls checkbox. The workspace shows the pivot table template.

3 4

Drag and drop the report columns, which appear as elements in the pivot table, to the desired positions in the pivot table template. To see a preview, select the Display Results checkbox. You can click the Display Results link to refresh the results.

5

To add a Chart view next to the pivot table, select the Chart Pivoted Results checkbox.

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For information about the Chart view, see Showing Results in Charts (on page 395).

6

To change the location of the chart relative to the pivot table, select the location from the Chart Position list. You can also choose to see the chart only and hide the table by selecting Chart Only from the list.

7

To sort the results, click the Order By button for the column on which you want to sort. The button changes to indicate the sort order: An up arrow indicates ascending sequence. A down arrow indicates descending sequence. For more information about sorting, see Sorting and Reordering Columns (on page 387).

8

To add totals, perform the following actions: a For totals in the Pages, Sections, Rows and Columns areas, click the Totals button and make a selection: For no totals, select None. The Totals button appears with a white background (default). To show the total before or after the data items, select Before or After. For example, if you add a total on a row containing regions and specify the Before option, the total is shown before individual districts in the region are listed. b For totals in the Measures area, click the More Options button for the row or column to be totalled, select Aggregation Rule, select a value and make sure the option Report-Based Total is selected. NOTE: If the option Report-Based Total is not selected, the system calculates the total based on the entire result set, before applying any filters to the measures. Depending on the position of this element, the totals for the summary data represented by the Measures elements display as a column or row. Column and row totals include labels. When the Totals button is dimmed, no totals will appear.

9

To work with additional options for a column, measure or row, click the More Options button and make a selection from the drop-down list.

10 To format labels or values for a column, click the Totals button or the More Options button
and then select the appropriate format option.

11 Save the report.

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the drop-down lists will be available to users with access to the report. You can also insert page breaks.Step 2: Creating Layouts Using Multiple Page Drop-Down Lists in Pivot Tables When you place multiple attributes in the Pages area in the pivot table. To override the default aggregation rule for a measure in a pivot table 1 2 Click the More Options button for the measure whose default aggregation rule you want to override. and then select the aggregation rule to apply. Adding Formatting in Pivot Tables You can apply green bar styling and cosmetic formatting to a pivot table. you can specify font. The drop-down list for the attribute appears above the preview of the pivot table. and see the data for that region only. cell. rows. CRM On Demand Online Help Release 15 411 . You can create drop-down lists for other attributes in the Pages area. the new section appears on a new page. border and style sheet options for sections. You can also customise the appearance of sections. measures and the content that they contain. To create an independent drop-down list in a Siebel CRM On Demand Answers pivot table 1 2 3 Drag and drop your target attributes into the Pages area. Select the option Start New Page Drop Down. which is specified by either the original author of the report or by the system. you can include and customise the position of column headings together with the values in that section. when users view the pivot table. a Region drop-down list allows the user to select a particular region. For example. columns. When the report is saved. you can create a multiple drop-down list page. they see a drop-down list for each attribute. rather than a concatenated list of attributes placed in the page heading (the default). Then. Select the option Aggregation Rule. For example. Overriding Default Aggregation Rules in Pivot Tables You can override the default aggregation rule for a measure. so that every time a value changes in the section. values and measure labels. rather than seeing Region concatenated with Brand. if you place Region and Brand in the pages area. For sections. Click the More Options button on the second (or any subsequent) attribute in the Pages layout area.

click the Table View Properties button near the top of the workspace. Cosmetic formatting affects the overall appearance of the pivot table and also allows you to change the default green bar colour. Adding Formatting for Sections and Section Content Section and content formatting options allow you to do the following: Include and customise the position of column headings together with the values in that section. 3 To add cosmetic formatting. Adding Green Bar Styling and Cosmetic Formatting to a Pivot Table Green bar styling shows alternating rows or columns in a light green colour. see Editing Column Properties (on page 374). To add green bar styling and cosmetic formatting to a pivot table 1 2 On the pivot table view. which helps direct attention to a data element if it meets a certain threshold. The cosmetic formatting dialog box appears. 2 To format the appearance of the section. To add formatting for sections in a pivot table 1 On the pivot table view. To add conditional formatting to a column in a pivot table. make a selection from the drop-down list. To change the way the styling is applied. The Section Properties dialog box appears. click the alternate formatting button. To add green bar styling. Apply cosmetic formatting to a section and its content. This is useful for data-driven detail reports. that new section will appear on a new page. 4 To change the default green bar colour. see Changing Appearance of Reports (on page 362). select a new background colour for the cell format. Insert page breaks. 412 CRM On Demand Online Help Release 15 . click the green bar styling checkbox. make selections from the Section Properties tab. click the Section Properties button.Reports You can also add conditional formatting. Every time a value changes in the section. For more information about cosmetic formatting.

For information about applying cosmetic formatting. To hide a row from the output. see Changing Appearance of Records (see "Changing Appearance of Reports" on page 362). Use a row in pivot table calculations but suppress its display in results. This option is a display feature only and has no effect on actual pivot table results. select Remove Column. row headings and row values. CRM On Demand Online Help Release 15 413 . make selections from the Content Properties tab. Define a new calculated item for use in a pivot table. Remove a column from the pivot table view. Typically. Duplicate the row in the pivot table. Adding Formatting for Rows Row and row content formatting options allow you to perform the following: Apply cosmetic formatting to rows. The column is removed from the pivot table and all other result views for the report. where each consecutive cell for the measure displays the total of all previous cells for that measure. with the last value being 100 percent. You can format the column heading if you want it to indicate that the running sum option is in effect. The running sum for each level of detail is computed separately. running sums would be displayed for duplicated columns or for measures for which the option to show data as a percentage of the column has been selected. To remove the column from the report. To duplicate the row in the pivot table. Running sums apply to all totals. select Hidden. For information about applying cosmetic formatting. To apply cosmetic formatting to row headings or values. select the appropriate option. click the More Options button for the row and make a selection from the drop-down list. To define a new calculated item. see Changing Appearance of Records (see "Changing Appearance of Reports" on page 362). Column headings are not affected when the running sum option is selected.Step 2: Creating Layouts 3 To format the appearance of the section content. NOTE: The Data Format settings for columns included in the Measures area inherit the settings for columns in the section. select Duplicate Layer. Displaying Running Sums in Pivot Tables Numeric measures in a pivot table can be displayed as running sums. To add formatting for rows At the pivot table view. see Building Calculations in Pivot Tables.

If you want to rename the measure. that each region accounts for. Rolling minimums. The following step is optional. You are free to decide which method you use. compared to the total. If a measure does not display in a single column or in a single row. the measure is summed left to right and then top to bottom. you can see both the total for the measure and its relative value. This eliminates the need to add the column twice on the Define Criteria page to see the total and its relative value in the pivot table. and then select the appropriate submenu option.Reports The following usage rules are in effect for running sums: A running sum is incompatible with the SQL RSUM function (the effect would be a running sum of the running sum). You can view the measure as a percentage between 0. click the More Options button for the item that you want to show as a relative value. To show an item as a relative value in a pivot table 1 On the pivot table view. click the More Options button for the row or column to be summed and select the following option: Display as running sum Showing an Item's Relative Value in Pivot Tables You can dynamically convert a stored or calculated measure on a pivot table to a percentage or an index.) A running sum does not reset with each row or column. 2 To duplicate the measure. click More Options and select Format Headings. maximums and averages are not supported. without having to explicitly create a calculation for it. The measure appears a second time in the pivot table. and the percentage of sales. 414 CRM On Demand Online Help Release 15 . select the option Duplicate Layer. you can duplicate the sales measure and view it as a percentage of the total. This shows the relative value of the item. This allows you to see the actual sales. A running sum does not reset at a break within a section or continue across sections. with the same name. All running sums are reset with each new section. or as an index between 0 and 1. then enter the new name in the first field. 3 Select the option Show Data As and select Percent of or Index of.00. (The lower right cell will contain the grand total. For example. To display a measure as a running sum In the Measures area. When you duplicate the measure in the pivot table.00 and 100. if you are using a pivot table to examine sales by region.

Selects the last occurrence of the item in the result set. The options for Percent of and Index of are shown in the following table. Calculates the sum obtained by adding up all values in the result set. The calculations allow you to override the default aggregation rule specified in the system. First Last Count Count Distinct Formula Server Complex Aggregate None CRM On Demand Online Help Release 15 415 . rather than the Pivot table. The item is typically a column name. Adds distinct processing to the Count function. Calculates the minimum value (lowest numeric value) of the rows in the result set. For Percent of choices. Calculates the maximum value (highest numeric value) of the rows in the result set. Calculates the average (mean) value of an item in the result set. in which case the number of rows with non-null values for that column are returned. and for an existing report. the aggregation rule chosen by the author. Use this for items that have numeric values. Averages in pivot tables are rounded to the nearest whole number. No calculation is applied. selects the first occurrence of the item. the number of decimal places is dependent on the type of measure. It issues an 'AGGREGATE(x by y)' statement which the Analytics server interprets to mean: use the most appropriate aggregation rule for measure 'x' to get it to level 'y'. Use this for items that have numeric values. Calculation Default Sum Min Max Average Description Applies the default aggregation rule as in the Siebel CRM On Demand Answers repository or by the original author of the report. The following table describes the calculations that you can use in pivot tables. This setting forces the aggregation rule to be determined and calculated by the Analytics Server. Calculates the number of rows in the result set that have a non-null value for the item. Use this for items that have numeric values. Using Calculations in Pivot Tables You can use calculations in a pivot table to obtain different views of the data. Use this for items that have numeric values. In the result set. Opens a toolbar that lets you select mathematical operators to be included in the calculation.Step 2: Creating Layouts NOTE: The option Show Data As is only available for items that are stored or calculated measures. This means that each distinct occurrence of the item is only counted once.

NOTE: A formula creates a dynamic custom grouping within the pivot table. Operator Description + * / 416 Plus sign. if the current formula is x. The operators are shown in the following table. for an addition operation in the formula. click the More Options button for the measure on which you want a calculation performed. To build multiple calculations for multiple items. 5 To build a formula. change it to CAST(x as double). select the function that you want to work with from the Function drop-down list. or combined with. Minus sign. Building Calculations in Pivot Tables You can build calculations for items in the Pages. To build a calculation other than a formula. The mathematical operators become visible. Sections. and click on one or more items in the Values list to add them to the Function field. other calculations. select the Formula function. CRM On Demand Online Help Release 15 . for a subtraction operation in the formula. Divide By sign. The Calculated Item window appears. Select the option New Calculated Item. for a division operation in the formula. 3 4 Assign a name for the calculation in the Name field. All measures referenced in a formula must be from the same logical column and must be present in the results. for a multiplication operation in the formula. type the functions and click on the item names to add them to the Function field. see Using Functions in Analyses (on page 445). If you are averaging a column with a type of integer. select from the following options: To build one calculation. Rows and Columns areas. NOTE: Averages on pivot tables are rounded to the nearest whole number. To build a calculation for an item in a pivot table 1 2 In the Sections or Rows area. change the formula for the column to cast it to a double (floating point) type. For example. Multiply sign.Reports For more information about SQL functions. Formulas can be inserted in.

such as UK pounds in sales. This example obtains the current measure. such as SoftDrinkA. sum('SoftDrinkA'. If you specify $n. where n is an integer that indicates the item's row position. second and third rows. the measure is taken from the nth row.'SoftDrinkC') This is equivalent to selecting Sum from the Function drop-down list. to be applied to the row position of an item in a formula.'SoftDrinkB') In Example 1 and Example 2. b 6 When the calculation is complete.$3) Instead of specifying a named item. If any errors are detected. Example 1. SoftDrinkB and SoftDrinkC. CRM On Demand Online Help Release 15 417 . and totals them. for SoftDrinkA or SoftDrinkB. This example obtains the minimum current measure. you can specify $n or $-n. sum(*) Example 4. to signify the ending of a group operation in a formula. and one of the preceding calculations is built on the Product layer. Close parenthesis. such as the Product layer. This example obtains the value of the current measure. for each of the products SoftDrinkA.'SoftDrinkB'. and adds them together. to signify the beginning of a group operation in the formula.$2. Not all possible calculations are shown. a message will appear. Correct the error and click Finished again. such as Year and Product.'SoftDrinkB'. For example. the measure is taken from the nth to the last row. and then typing or clicking 'SoftDrinkA'. whichever is lower. Use parentheses. such as UK pound sales. Examples of Calculations in Pivot Tables The examples and explanations in this section assume that you have a basic understanding of SQL and its syntax. sum($1. to add them to the Function field. This example obtains the values for each item in the outer layer.Step 2: Creating Layouts Operator Description $ ( ) a UK pound sign. of the item from the first. min('SoftDrinkA'. each functional calculation is performed for each item in the outer layer. where appropriate. and adds the values together. Open parenthesis. the results will be computed per year. The examples are hypothetical. build the formula by typing or clicking measure names and clicking operators to insert them in the formula. such as UK pound sales. if Year and Product are laid out on an axis.'SoftDrinkC'. If you specify $-n. click Finished. Example 2. In the Function field. Example 3.

You can also set thresholds.'SoftDrinkB'.'SoftDrinkC') Example 6.Reports For example. then adds sales of SoftDrinkB with sales of diet SoftDrinkB. Supported gauge types include dial. This example adds sales of SoftDrinkA. including the title. When a user clicks a gauge. 'SoftDrinkB' + 'diet SoftDrinkB') Showing Results as Gauges Using Gauge View Use the gauge view to show results in gauges. and other characteristics such as gauge width and dial and indicator needle size. Gauge Types The following table shows the gauges available from the Gauge drop-down list and describes their uses. The default gauge is a dial gauge. You can select the type of gauge and customise its appearance. borders and colours. $1 obtains the measure from the first row in the data set. and then returns the maximum of these two amounts. SoftDrinkB and SoftDrinkC. subtypes and sizes. max('SoftDrinkA' + 'diet SoftDrinkA'. Bar 418 CRM On Demand Online Help Release 15 . This example adds sales of SoftDrinkA with sales of diet SoftDrinkA. 'SoftDrinkA' + 'SoftDrinkB' + 'SoftDrinkC' This is equivalent to the following calculation: sum('SoftDrinkA'. how many gauges to be displayed in a row. you can direct the user to another saved report. bar and bulb-style gauges. Gauges are useful for showing performance against goals. and control other gauge characteristics. for UK pound sales. Example 5. the ranges to be shown. Gauge Type Dial Description A dial gauge shows data using a dial with one or more indicator needles that change position to indicate where the data falls within predefined limits. Gauges are navigable. A bar gauge shows data using a single bar that changes colour to indicate whether the data is within predefined limits. Description of Gauges in Siebel CRM On Demand Answers This section describes gauge types. and $-1 obtains the measure from the last row in the data set.

The dial gauge has no subtype. Description of Siebel CRM On Demand Answers Gauge View Buttons The buttons at the top of the gauge view page provide access to various gauge settings. a footer and a secondary footer for the gauge. and the arc length and thickness of the dial. Gauge subtypes include the following: Bar gauges: Filled and LED-style. Bulb gauges: 3-dimensional (3D) and 2-dimensional (2D). including control over the appearance of elements within the gauge. CRM On Demand Online Help Release 15 419 . Gauge View Button Description Allows you to set general properties for the background on which the gauge appears. large and custom. and specifying which interaction is to occur when a user clicks the gauge. Allows you to specify the ranges to be represented in the gauge. An array of bulb gauges is particularly useful for scorecard-type output. Allows you to set advanced properties for the dial in a dial gauge. The default subtype is 3D. medium. Allows you to specify a title. The default subtype is filled. including how scale labels are displayed. a subtitle. The following table describes the gauge view buttons and settings. setting properties for gauge limits and tick marks. The default size is medium.Step 2: Creating Layouts Gauge Type Bulb Description A bulb gauge shows data using a circle that changes colour to indicate whether the data is within predefined limits. Gauge Subtypes Your selection for the gauge type determines the gauge subtypes that are available from the Type drop-down list. Allows you to specify additional gauge properties. Gauge Sizes Gauge sizes include small.

such as a compass. whether to show a border around the background. type and size from the drop-down lists. The workspace shows the options and settings for the view. To add or modify a Siebel CRM On Demand Answers gauge view 1 In Siebel CRM On Demand Answers.Create Layout.Create Layout and select Gauge from the views drop-down list. such as whether to display a title and whether a legend appears with each gauge. 2 3 4 Make your selections for the gauge. click the Clear button. and then perform one of the following actions: To add a new gauge view. click the Add Marker button. For all gauge types. the number of gauges to be shown per row and the space between them. The Gauge Canvas Properties dialog box appears. b 5 6 7 Use the buttons at the top of the gauge view page to specify additional gauge settings. To edit an existing gauge view.Reports General Steps to Add or Modify Siebel CRM On Demand Answers Gauge Views The following procedure provides the basic steps required to add or modify a gauge view. To add another indicator needle. a colour for the title. For dial gauges. use the Marker Type drop-down list to select the indicator needle to be used. To remove changes and start from the default gauge view. To set general background properties for a gauge view 1 Click the gauge canvas properties button at the top of the gauge view page. click Step 2 . click Step 2 . and then click the Edit View button for the gauge view. NOTE: If you select a gauge type that is incompatible with the results. click the Colour button and make a selection. 420 CRM On Demand Online Help Release 15 . Save the report. arrow or line. Specifying General Gauge Background Properties in Gauge View You can set general properties for the background on which the gauge appears. use the Measures drop-down list to select the measure to be gauged. You can also specify a background colour. a To select a colour for the indicator needle. create or modify the report with which you want to work. no results are shown.

click the text colour button and make a selection. titles and footers appear for each gauge. The Gauge Titles dialog box appears. click the background colour button and make a selection. click the border colour button and make a selection. 8 Click OK. If the background holds multiple gauges. 3 For the legend. The gauge view refreshes. select None. a subtitle. click Auto. click Custom and type the title text. To show the title in a colour. and the space between them. To show a different title. @1 inserts the results from the first column. NOTE: As with the Narrative view. make a selection from the drop-down list. To suppress the display of the legend. For example. CRM On Demand Online Help Release 15 421 . To show a border along the edges of the background. If you do not want a title to appear on the background. you can use @n to include the results from the designated column in the gauge titles. Titles and footers are optional. 4 5 6 7 To set a background colour for the area on which the gauge appears.Step 2: Creating Layouts 2 Make your selection for a title: To show the name of the measure. 2 Type the text to be used and click OK. a footer and a secondary footer for the gauge. For more information. see Adding Narrative Text to Results (on page 431). The default location for the legend is below the title. To add titles and footers in a gauge view 1 Click the gauge titles button at the top of the gauge view page. The space between gauges is measured in pixels. Adding Titles and Footers in Gauge View You can specify a title. click None. The view may resize to accommodate your selections. Specify the number of gauges to appear per row. and @3 inserts the results from the third column. The gauge view refreshes.

You can set gauge ranges to a static value. Specifying Additional Properties for a Gauge in Gauge View Additional gauge properties include control over the appearance of elements within the gauge. The Gauge Ranges dialog box appears. The number of major and minor tick marks.Reports Adding Gauge Ranges in Gauge View Gauge ranges identify the minimum and maximum values for each range and include a colour in which the range will appear in the gauge. click the colour button and make a selection. and specifying which interaction is to occur when a user clicks the gauge. To set gauge ranges in a gauge view 1 Click the gauge ranges button at the top of the gauge view page. c 3 Click OK. the colour of text within the gauge. such as green for acceptable. a b Type a caption for the range. The gauge view refreshes. 422 CRM On Demand Online Help Release 15 . and a border around the gauge. click the properties button and make a selection from the Advanced Options dialog box. To set the minimum and maximum gauge ranges. Choices for scale properties appear on the Scale tab and include the following items: Default or custom gauge limits. To specify a colour for the range. in pixels. yellow for warning and red for critical. Choices for the appearance of a gauge appear on the Appearance tab and include the following items: Whether data labels appear. These properties are set in the Additional Gauge Properties dialog box. 2 To add the first range. click the Add button. appear only when a user pauses the mouse over elements in the gauge. the column name of the measure. or never appear. The height and width of the gauge. setting properties for scale items such as gauge limits and tick marks. or as the result of an SQL query. Selections for a background colour for the gauge. Data labels can appear always.

Step 2: Creating Layouts Choices for the user interaction with the gauge appear on the Interaction tab and include the following actions: Navigate. To suppress the display of scale labels. 3 To set the dial arc length and dial thickness. Specifying extremely large values relative to the dial size may cause the gauge to become distorted and is not recommended. For example. To specify advanced properties for the dial in a dial gauge 1 Click the advanced options button at the top of the gauge view. Disables navigation from the gauge. click the option to specify them manually and enter values. The following choices are available for the display of scale labels: Percentage of total Actual value The dial arc length is expressed in degrees. Setting Advanced Properties for the Dial in a Dial Gauge Advanced properties allow you to specify whether scale labels should appear and what value they should show. Allows the user to navigate to another saved report or dashboard. 2 3 Make your selections from the Appearance. The dial thickness is expressed in pixels. and the inner perimeter of the dial becomes smaller. The Dial Specific Properties dialog box appears. To specify additional properties in gauge view 1 Click the additional gauge properties button at the top of the gauge view page. CRM On Demand Online Help Release 15 423 . 2 Select how you want the scale labels to appear. Click OK. As you specify larger values. The gauge view refreshes. They also allow you to set the dial arc length and select the thickness of the dial. the gauge becomes thicker. specifying 360 results in a dial gauge that is a complete circle. The Additional Gauge Properties dialog box appears. select None. You can also set advanced properties for the Bar gauge type by clicking the icon. Scale and Interaction tabs. None.

The gauge view refreshes. and then perform one of the following actions: To add a new Filters view. click the Add View button and select Static Text from the views drop-down list. sound bites. 424 CRM On Demand Online Help Release 15 . 2 When you have finished. To add or modify a Filters view 1 In Siebel CRM On Demand Answers. You can add markup text that contains formatted text. animation. navigate to the Create Layout page. you can save the report with the Filters view. ActiveX controls or JavaScript. If you find an example that is similar to what you want to do. To edit an existing Filters view. navigate to the Create Layout page. navigate to the Create Layout page. navigate to the Create Layout page. To add or modify a Static Text view 1 In Siebel CRM On Demand Answers. To edit an existing Static Text view. create or modify the report with which you want to work. For information about adding filters to a report. This section provides the procedure for adding or modifying a Static Text view and some examples of static text. The workspace shows the Static Text view. Adding Markup Text to Results Use the Static Text view to add or edit markup text to appear with the results. The workspace shows the Filters view. create or modify the report with which you want to work. The markup text may contain anything that is supported by your browser. see Adding Filters to Columns (on page 365). specialized logos and so on. find the Filters view and then click the Edit View button for the Filters view. and then perform one of the following actions: To add a new Static Text view. you can copy it and tailor it to your needs.Reports 4 Click OK. click the Add View button and select Active Filters from the views drop-down list. Showing Filters Applied to Results Use the filters view to show the filters in effect for a report. find the Static Text view and then click the Edit View button for the Static Text view.

You can also click the HTML tag buttons. The following table describes several examples. NOTE: To include a line break.Step 2: Creating Layouts 2 Enter the markup text in the text box. Pressing Enter does not result in multiple lines of text. markup tags may be used to control the format of the text. JavaScript or VBScript CRM On Demand Online Help Release 15 425 . or select the text first and then the formatting button.. To make text appear bold. use the Line Break button. making sure to include the beginning and ending tags <script> and </script>. in italics or underlined. Static Text View Example Description and Usage Notes HTML text Paste or type the HTML (or appropriate formatted text) in the text box. Based on the format of the text that you are entering. and then type the text between the tags. click the appropriate button to insert the beginning and ending HTML tags.. Paste or type the object into the HTML Text window. making sure to include the beginning and ending tags <object. The script must be self-contained and supported by your browser. The following are some examples of what you can do: To set font size and colour: <FONT SIZE="4" COLOR="red">Red Text</FONT> To combine tags for additional effects: <B><FONT COLOR="red">Bold Red Text</FONT></B> ActiveX object The Active-X object must be self-contained and supported by your browser.> and </object>. Paste or enter the script into the text box.

426 CRM On Demand Online Help Release 15 . Use the HTML tag <EMBED> to add audio. it must be located on a network drive or Web site accessible to all users.company. in the following format: <EMBED SRC="audio" AUTOSTART="true" LOOP="true" HIDDEN="true"></EMBED> where "audio" is the location and name of the audio clip. see the following sample HTML: <script language="javascript"> document. click the format view button.com/sounds/wakeup. see the following HTML example: <EMBED SRC="c:\mycomputer\MIDIfiles\wakeup. 1 2 3 To apply cosmetic formatting to the font used in the static text view. it must be located on a network drive accessible to all users.jpg. To import the font formatting from a previously saved view. such as bricks. click the import formatting button and navigate to the saved view.</ script> where NameOfGraphic is the name of the file to be used.company. To add an audio clip located on your hard drive. Save the report.background = "http://ourwebserver. Make sure you know where the image to be used as the background is located. If the image is for use in a shared environment.mid" AUTOSTART="true" LOOP="true" HIDDEN="true"></EMBED> To add the same audio clip from a shared location on your Web server. use the following HTML example: <EMBED SRC="http://ourwebserver. If the audio clip is for use in a shared environment.body.com/graphics/"NameOfGraphic".Reports Static Text View Example Description and Usage Notes Audio Make sure you know where the audio clip is located.mid" AUTOSTART="true" LOOP="true" HIDDEN="true"></EMBED> Background image The following example uses JavaScript. If the image is located in a shared dashboard files folder.gif or sand.

you may use conditional formatting in a report to show critical items in the colour red and items that need attention in the colour yellow.Create Layout. You can add a legend with text that documents the meaning of the colours and captions that summarise the appropriate action. and multiple columns (attributes) can be attached to each column selector. In the first Caption text box. Entering text is optional. You can just set a background colour if desired. type the meaning of the condition. such as Critical. click Step 2 . The workspace shows the legend view. such as Requires Immediate Attention. and then select Legend from the views drop-down list. CRM On Demand Online Help Release 15 427 . (Optional) Type a title for the legend. You can use cosmetic formatting to make the background colours of the text match the colours in the conditional report. To edit an existing legend view. Allowing Users to Change Columns in Reports Use the Column Selector view to allow users to dynamically change which columns appear in a report.Create Layout and then click the Edit View button for the legend view. In the first Sample Text text box. such as the meaning of custom colours applied to gauges. Save the report. type the first condition you want to document. click Step 2 . You can use the common formatting dialog box to set the background colour. To add or modify a legend view 1 In Siebel CRM On Demand Answers. 2 3 4 5 Make your selections to indicate where to show captions (descriptive text) and how many legend items you want per row. and then perform one of the following actions: To add a new legend view. 6 7 Continue adding Caption and Sample Text pairs as needed. such as Legend. For example. One column selector can be attached to each column in a specific report.Step 2: Creating Layouts Adding Legends to Reports Using Legend View Use the Legend view to document the meaning of special formatting used in a report. create or modify the report with which you want to work. such as red.

Move View Up or Move View Down button . Enter a Column Label for each selector and select a Label Position for the label. Format View button . and must click Go to see the new results. To edit an existing Column Selector view. NOTE: If you do not enter a label.select this button to move the Column Selector view across the page to the right. Height. 5 6 7 When you have finished. Delete View button . navigate to the Create Layout page. 428 CRM On Demand Online Help Release 15 . and then perform one of the following actions: To add a new Column Selector view.select this button to format the appearance of the Column Selector view. select the Automatically refresh when a new column is selected checkbox. Click OK to return to the Layout Views page. users viewing the results will not see a label on the selector. you can save the report with the Column Selector view.select this button to delete the Column Selector view. Top Padding. If you clear this checkbox. Bottom Padding) here. Right Padding. Border. Background and Additional Formatting Options (Width. find the view and then click the Edit View button for the Column Selector view. Use the following buttons to move around and position the Column Selector view (and other views. Edit View button .select this button to move the Column Selector view up or down the page. You can specify Cell.select this button to edit the Column Selector view. Indent. as required) on the page: Move View Right button . Select the Display Results checkbox to preview the Column Selector view.Reports To add or modify a Column Selector view 1 In Siebel CRM On Demand Answers. navigate to the Create Layout page. users will see a Go button next to the column selectors. create or modify the report with which you want to work. 4 If you want results to be refreshed as soon as a user selects any new choice from a column selector. The workspace shows the options and settings for the view. click the Add View button and select Advanced > Column Selector from the views drop-down list. 2 3 Select the Enable checkbox for each column in which you want a column selector to appear.

Top Padding. Click OK to return to the Layout Views page. click the Rename button to rename a selected view. Format View button . you can Save the report with the View Selector view.select this button to edit the View Selector view. Edit View button .select this button to format the appearance of the View Selector view. navigate to the Create Layout page. as required) on the page: Move View Right button .Step 2: Creating Layouts Allowing Users to Select a Specific View Using View Selector View Use the View Selector view to select a specific view of the results from the saved views.select this button to move the View Selector view up or down the page. Use the following buttons to move around and position the View Selector view (and other views. click the Add View button and select Advanced > View Selector from the Views drop-down list. find the View Selector view and then click the Edit View button for the view selector view. the View Selector appears as a drop-down list for users to select the specific result view they want to see. 2 3 (Optional) Type a caption for the View Selector and indicate where the caption should appear relative to the View Selector. Bottom Padding) here. The workspace shows the View Selector view.select this button to delete the View Selector view. 6 When you are finished. Background and Additional Formatting Options (Width. Make your selections for view choices to be included in the View Selector. You can specify Cell. Height. CRM On Demand Online Help Release 15 429 . create or modify the report with which you want to work. To add or modify a View Selector view 1 In Siebel CRM On Demand Answers. In the Views Included box. navigate to the Create Layout page. 4 5 Select the Display Results checkbox to preview the View Selector view. To edit an existing view selector view. When placed on a report. NOTE: The None view shows the selector only. Border. Select views from the Available Views box and move to the Views Included box. Delete View button . Right Padding. Move View Up or Move View Down button . Indent. and then perform one of the following actions: To add a new View Selector view.select this button to move the View Selector view across the page to the right.

navigate to the Create Layout page. You can click on one of the coloured areas to drill down to more detailed information.Reports Showing Results in Funnel Charts Use the Funnel Chart view to show results as a three-dimensional chart that represents target and actual values and levels by colour. Specifies the target value for the stage. To edit an existing Funnel Chart view. 2 Make your selections for the fields in the workspace. such as the amount of potential revenue shown for each sales stage. All stages for which the actual value falls below the maximum threshold are coloured in yellow. Funnel charts are well suited for showing actuals compared to targets for data where the target is known to decrease (or increase) significantly per stage. click the Add View button and select Advanced > Funnel Chart from the views drop-down list. Specifies the actual value for the stage. Identifies the stage to be represented from the drop-down list. The following table describes the fields. find the Funnel Chart view and then click the Edit View button for the Funnel Chart view. Funnel Chart View Workspace Field Description Chart Title Stage Specifies the title to be displayed at the top of the chart. Actual Value Target Value 430 CRM On Demand Online Help Release 15 . and then perform one of the following actions: To add a new Funnel Chart view. The workspace shows the options and settings for the Funnel Chart view. the thresholds indicate a percentage of the target value. Typically. and colours provide visual information for each stage: All stages for which the actual value falls below the minimum threshold are coloured in red. a column selected from the drop-down list. a column selected from the drop-down list. such as a sales pipeline. navigate to the Create Layout page. All stages for which the actual value is greater than the maximum threshold are coloured in green To add or modify a Funnel Chart view 1 In Siebel CRM On Demand Answers. funnel charts are used to graphically represent data related to stages in a process. These values are shown on the horizontal axis. In funnel charts. create or modify the report with which you want to work.

as required) on the page: Move View Right button .select this button to move the Funnel Chart view across the page to the right. Specifies the size. Format View button . Choices include None. Bottom Padding) here. Drill and Navigate. Values below this percentage will appear in red. Top Padding. Right Padding. Specifies the maximum threshold.select this button to edit the Funnel Chart view.select this button to delete the Funnel Chart view. Indent. Values between this percentage and the Maximum Threshold will appear in yellow. Identifies the factors required to meet targets. Indicates whether Siebel CRM On Demand Answers will automatically force the display. Click OK to return to the Layout Views page. 5 When you have finished. Values above this percentage will appear in green. explanatory text or extended descriptions. Height. Adding Narrative Text to Results Use the Narrative view to add one or more paragraphs of text to appear with the reports. Background and Additional Formatting Options (Width. Indicates the level of interaction allowed in the chart. Move View Up or Move View Down button . You can perform the following actions in the narrative view: CRM On Demand Online Help Release 15 431 .select this button to move the Funnel Chart view up or down the page. Use the following buttons to move around and position the Funnel Chart view (and other views. Narrative text is useful for providing information such as context.Step 2: Creating Layouts Funnel Chart View Workspace Field Description Target value for final stage only Factor required to meet target Minimum Threshold Indicates whether the target value should appear for each stage or for the final stage only. You can specify Cell. Specifies the minimum threshold. Delete View button . Edit View button . you can save the report with the Funnel Chart view. Maximum Threshold Size Force standard shape and equal stage widths Interaction 3 4 Select the Display Results checkbox to preview the Funnel Chart view.select this button to format the appearance of the Funnel Chart view. Border.

Apply cosmetic formatting to the fonts used in the narrative view. and to insert line breaks. Specify how rows should be separated. The regions are: The user then clicks the Line Break button twice. or import the font formatting from a previously saved view.Reports Type a sentence with placeholders for each column in the results. The regions are:[/b][br][br] Explanation The entry prefixes the narrative with text. italic or underlined. 432 CRM On Demand Online Help Release 15 . The user positions the cursor in the Row Separator text box and clicks the Line Break button twice. Sample Usage Scenario for Narrative Text View A user creates a report that returns the region name in the second column as part of the result set. The user positions the cursor in the Narrative text box and types the characters @2. The user types the following text between the tags: This report shows your sales by region. Use formatting buttons to make text bold. Row Separator [br] The entry starts each row of the narrative text on a new line. The user wants the Narrative view to appear as shown in the following example. with introductory text and each region listed on a new line: This report shows your sales by region. Postfix [br][b] End of Sales by Region report[/b] The entry appends text to the narrative. The user positions the cursor into the Prefix text box and clicks the bold text button (B) to insert the tags to start and end bolded text. The text is formatted to appear in bold type and is followed by two line breaks. Narrative @2 The entry includes the results from the second column (the region name) in the narrative text. The regions are: Northern Region Southern Region The following table lists and describes the user's narrative view entries: Field Prefix Entry [b] This report shows your sales by region. in the same manner as the Prefix.

2 Enter your selections for the fields in the workspace. CRM On Demand Online Help Release 15 433 Narrative . This text appears at the beginning of the narrative. To edit an existing narrative view. the following characters are reserved characters: @ [ ] ' \ (at sign. type \\. NOTE: To include a line break. you can use the formatting buttons to make text appear in bold. In the Prefix. to include a backward slash character in narrative text. The following table describes the fields. Use @n to include the results from the designated column in the narrative. @1 inserts the results from the first column in the narrative. and then perform one of the following actions: To add a new narrative view. Narrative View Workspace Field Comments Prefix Specifies the header for the narrative. click the Add View button and select Advanced>Narrative from the views drop-down list. For example. unless used as a column placeholder in the Narrative text box) (left bracket) (right bracket) (single quote) (back slash) NOTE: If you want to include a reserved character. Pressing Enter does not result in multiple lines of text. italic or underlined type. Narrative and Postfix text boxes. and @3 inserts the results of the third column. For example. navigate to the Create Layout page. Indicates the narrative text that will appear for each row in the results.Step 2: Creating Layouts Reserved Characters in the Narrative View In the narrative view. navigate to the Create Layout page. use the Line Break button. create or modify the report with which you want to work. find the Narrative View and then click the Edit View button for the narrative view. Adding or Modifying Narrative Views The following procedure provides the steps to construct a narrative view. precede it with a backward slash character (\) to escape it. The workspace shows the options and settings for the Narrative view. To add or modify a narrative view 1 In Siebel CRM On Demand Answers.

Specifies the footer for the narrative. You can customise the size of the scroll area. you can Save the report with the Narrative view. enter the desired row separator in the Row Separator text box. 7 When you are finished. as required) on the page: Move View Right button . Delete View button . Background and Additional Formatting Options (Width. but they will not scroll across the page. NOTE: If your Web browser does not support moving text. To import the font formatting from a previously saved view. and other display settings. Format View button . You can specify Cell. Postfix 3 4 5 6 To apply cosmetic formatting to the font used in the narrative view. the speed and direction in which the results scroll. Click OK to return to the Layout Views page. Use the following buttons to move around and position the Narrative view (and other views. Edit View button . Showing Results in Scrolling Tickers A ticker displays the results of a report as a marquee (moving results that scroll across the page). 434 CRM On Demand Online Help Release 15 . the results will appear.select this button to move the Narrative view across the page to the right. click the Format View button. Right Padding. Height. Top Padding.select this button to format the appearance of the Narrative view.select this button to edit the Narrative view. Border. Indent.Reports Narrative View Workspace Field Comments Row separator Specifies a row separator tag. Select the Display Results checkbox to preview the Narrative view.select this button to delete the Narrative view. The text appears at the end of the narrative. To use a separator other than the default for the format. Move View Up or Move View Down button . Bottom Padding) here. click the Import Formatting from another view button and navigate to the saved view.select this button to move the Narrative view up or down the page.

NOTE: After you clear all fields. the values you entered are cleared. Width CRM On Demand Online Help Release 15 435 . or as a percentage of the page width. 4 Make your selections for the fields in the workspace. click the Add View button and select Advanced > Ticker from the views drop-down list. Specifies the width of the ticker. Right. you can click the Set Default button to restore default settings for the most commonly used fields. 3 To clear all fields. a value of 200 indicates a width of 200 pixels. then off the page before repeating. Slide. Direction Specifies the direction in which the results move in the ticker (Left. then stop once touching the other side. The results bounce back and forward inside the marquee. and a value of 25% indicates a width of one-quarter of the page. To edit an existing Ticker view. CAUTION: If you click the Set Defaults button after entering values in other fields. navigate to the Create Layout page. For example. The following table describes the fields. Alternate. click the Clear Fields button. navigate to the Create Layout page.Step 2: Creating Layouts To add or modify a Ticker view 1 In Siebel CRM On Demand Answers. click the Set Defaults button. The results start hidden. The results start hidden. Ticker View Workspace Field Description Behaviour Specifies how the results move in the ticker: Scroll. either in pixels. and then perform one of the following actions: To add a new Ticker view. Down or Up). scroll on to the page. find the Ticker view and then click the Edit View button for the Ticker view. scroll on to the page. 2 To generate default settings for the most commonly used fields. The workspace shows the options and settings for the Ticker view. create or modify the report with which you want to work.

436 CRM On Demand Online Help Release 15 .gif If the image is for use in a shared environment or website. If you include an image. use @n. Row Separator Column Separator Specifies the character that separates one row from another. either in pixels. make sure that you know where the image is located. For example. For example. which results in all columns being displayed. it must be located on a network drive accessible to all users. for example: \\ALLUSERS\graphics\report. If the image is for your use only.gif Row Format Specifies the HTML to be used to format the rows in the results.Reports Ticker View Workspace Field Description Height Specifies the height of the ticker. the following is a sample location: c:\mycomputer\temp\report. For a shared image. and a value of 25% indicates a height of one-quarter of the page. To include the results from a designated column. and @3 inserts the results of the third column. You can use HTML to format the text. @1 inserts the results from the first column. specify the UNC name. Beginning Text Specifies any optional text or graphics to be displayed at the beginning of each redraw of the results. Specifies the character that separates one column from another. or as a percentage of the page height. This is used when Row Format is blank. a value of 200 indicates a height of 200 pixels.

5 To specify additional options. For a shared image. If the image is for your use only. make sure that you know where the image is located. Scroll Delay CRM On Demand Online Help Release 15 437 . Larger values cause faster. it must be located on a network drive accessible to all users. The following table describes the advanced options. otherwise the ticker will not function correctly.Step 2: Creating Layouts Ticker View Workspace Field Description Ending Text Specifies any optional text or graphics to be displayed at the end of each redraw of the results. Take care when editing this text. Large values cause slower scrolling. Specifies the number of milliseconds between successive redraws of the results. so that the original HTML is still valid. If you include an image.gif If the image is for use in a shared environment or website. Advanced Options in the Ticker View Workspace Description # of Loops Specifies the number of times that the results will scroll. specify the UNC name. Scroll Amount Sets the number of pixels between successive redraws of the results. b Make your selections for the advanced options and click OK. The default is an infinite number of times. for example: \\ALLUSERS\graphics\report. you should remove it from the others too. You can use HTML to format the text. the following is a sample location: c:\mycomputer\temp\report. You must specify a whole number. If you remove the HTML from one of the fields. The Advanced Ticker Options dialog box appears.gif NOTE: Several of these fields are pre-populated with HTML that provides initial formatting. perform the following actions: a Click the Advanced button. less smooth scrolling.

you can save the report with the Ticker view. Border. middle or bottom of the text around it. Click OK to return to the Layout Views page. Height. as required) on the page: Move View Right button .Reports Advanced Options in the Ticker View Workspace Description Background Colour Specifies the colour to be used for the background.select this button to move the Ticker view up or down the page.select this button to move the Ticker view across the page to the right. Depending on what your browser supports. Move View Up or Move View Down button . Use the following buttons to move around and position the Ticker view (and other views. Format View button . navigate to the Create Layout page. navigate to the Create Layout page.select this button to edit the Ticker view.select this button to format the appearance of the Ticker view. such as ALIGN="top | middle | bottom" to align the ticker to the top. Top Padding. Right Padding. Delete View button . To add or modify a No Results view 1 In Siebel CRM On Demand Answers.) Specifies other marquee options that your browser may support. or use the 6-digit hexadecimal format. 8 When you have finished. find the No Results view and then click the Edit View button for the No Results view. You can specify Cell. Background and Additional Formatting Options (Width. Indent. Bottom Padding) here. create or modify the report with which you want to work. To edit an existing No Results view. and then perform one of the following actions: To add a new No Results view. Edit View button . Additional Marquee Attributes 6 7 Select the Display Results checkbox to preview the Ticker view. click the Add View button and select Advanced > No Results from the views drop-down list. The text can help inform users that there was no data. 438 CRM On Demand Online Help Release 15 . you can enter a colour name such as yellow or blue. (You can omit the number sign character from the hexadecimal format. Alerting Users to No Data Use the No Results view to specify explanatory text to appear if the report does not return any results. such as #AFEEEE for pale turquoise. You can also add HTML to further customise the look of the ticker.select this button to delete the Ticker view.

Bottom Padding) here. There are two types of prompts that you can create: Column filter prompt A column filter prompt provides general filtering of a column within a report. Step 3: Defining Prompts (Optional) To allow Siebel CRM On Demand Answers users the option to specify a filter value when they run a report. For example. Right Padding. restricting choices for the City column restricts the selections to cities in the Northern region only. 2 3 4 Enter explanatory text into the Headline and Text boxes. You can specify Cell. Background and Additional Formatting Options (Width. if a report contains a Region=North filter.select this button to move the No Results view up or down the page. This eliminates the selection of a mutually exclusive filter that could result in no data.select this button to format the appearance of the No Results view. Border.select this button to move the No Results view across the page to the right. Use the following buttons to move around and position the No Results view (and other views. Edit View button . If you define the prebuilt filter as a specific Account Type. 5 When you have finished. the filter is hard-coded and cannot be altered by the user at runtime. you can save the report with the No Results view. Indent. A runtime prompt differs from a prebuilt filter in that a filter is set up when the report is defined and cannot be changed without revising the report itself.Step 3: Defining Prompts (Optional) The workspace shows the No Results view. or. Runtime prompts are useful because reports may need to be filtered differently based upon different users or the dates that reports are run. as required) on the page: Move View Right button . Delete View button . Move View Up or Move View Down button . Format View button .select this button to edit the No Results view. Image prompt CRM On Demand Online Help Release 15 439 . Top Padding. Prompts can be created in Siebel CRM On Demand Answers from the Define Prompts page. define a runtime prompt for the report. A column filter prompt can present all choices for a column. For example. Height. Select the Display Results checkbox to preview the No Results view. it can present restricted choices for a column. your employees are prompted to select which Account Type value should be seen when they run the report. Click OK to return to the Layout Views page. if you define a prompt on Account Type for the report. such as Competitor.select this button to delete the No Results view.

they are presented to the user one at a time in the order they are listed. Users who know how to use the HTML <map> tag can create an image map definition. Related Topics Adding Column Filter Prompts 440 Adding Image Prompts 442 Adding Column Filter Prompts A column filter prompt allows users to select values for filtering a column in a report. prompts only display after the Preview Analysis button is clicked. If you want the user to select the operator. NOTE: Within the Build and View Analysis window. When you have multiple column filter prompts constructed for a report. select a report to which you want to add a column filter prompt. users can click their territories from an image of a map to see sales information. For example. The caption will appear to the user. and then. From the Filter on Column drop-down list. from the Operator drop-down list. 440 CRM On Demand Online Help Release 15 . Prompts will display when reports are run from the Public Analyses section of the Reports Homepage. select the operator *Prompt User. select the operator to be used. 3 Enter a caption for the column filter prompt in the Caption box. From the Create Prompt drop-down list. select Column Filter Prompt. from top to bottom. Prompts do not display in Step 4: Reviewing Reports (on page 444) until the Preview Analysis button is clicked in that step. Column filter prompts appear on the Define Prompts page. The Prompt Properties dialog box appears. in a sales organisation. To add or modify a column filter prompt 1 2 In Siebel CRM On Demand Answers. 4 5 Enter a description in the Description box (optional). You can define the range of possible filter values and how the user selects the filter values for the report. select the column in the report that you want to filter. or click a product image to see sales information about that product. and then navigate to the Define Prompts page.Reports An image prompt provides an image that users click to select criteria for a report.

7 8 To allow the user to select only one value for the column filter prompt. To show all possible values. For example. To allow a user to skip this column filter. click Filter Limited Values. or when the results already contain a filter. Users can select values from a drop-down list. This causes a Skip Prompt option to appear. The column filter prompt is shown on the Define Prompts page. The user will need to enter the value. It prevents a user from choosing values that would result in no data. a user can restrict the filter choices to those cities starting with P. click All Values. To show a subset of values. 11 To view the column filter prompt. select the Allow user to skip prompt checkbox. By selecting limited values for the city column filter. the users are presented with a picklist from which they can select conditions (such as begins with. such as Country=Italy and City=Paris. NOTE: A maximum of 1000 values are permitted if selected from a drop-down list. which prevents the possibility of choosing mutually exclusive filters. 9 Make selections for the options in the Other options area: To allow the user to restrict the filter choices. 10 When you have finished. If this checkbox is selected. The user can then click this option to bypass making a selection for this filter. or browse through choices and enter them into a text box. For example. Under the What values should be shown to the user item. Restricted choices help the user to locate the values to be used as a filter. select the Single Value Only checkbox. select one of the following options: To show no values. click the Preview Analysis button. and already contains the filter Country=France. suppose a report contains a country column and a city column.Step 3: Defining Prompts (Optional) 6 Specify how the user should select values by clicking the appropriate option. click None. Limiting values may require more time to process the prompt compared to the two other options. click OK. ends with and contains) to restrict the choices. CRM On Demand Online Help Release 15 441 . if a filter contains all the cities in France. select the Allow user to constrain choices checkbox. the choices are restricted to cities in France only. Limiting values is useful when prompting for multiple columns.

such 442 CRM On Demand Online Help Release 15 . users can click a product. and then navigate to the Define Prompts page. select Image Prompt. and then click OK. To delete a column filter prompt Click the delete button. from an image that shows products. From the Create Prompt drop-down list. The caption will appear to the user.gif. you need to know how to use the HTML <map> tag to create an image map definition. you can specify a location that only you can access. they are executed in the order they are listed. <font> and <table>. Enter the location and name of the image in the Image URL box. Adding Image Prompts An image prompt provides an image that users click to select their report criteria. such as <b>. The selected product is then used to filter the underlying report. from top to bottom. Image prompts appear on the Define Prompts page in Siebel CRM On Demand Answers. For example. <center>. display a report to which you want to add an image prompt. To add or modify an image prompt 1 2 In Siebel CRM On Demand Answers. These buttons only appear when more than one prompt is shown in the Prompts area. 3 Enter a caption for the image prompt in the Caption box. For an image prompt that will be available to other users. If the image prompt is for your use only. You can include HTML markup tags in the caption. When you have multiple image prompts constructed for a report. 4 5 Enter a description in the Description box (optional). To move a column filter prompt up or down in the execution order Click the Move Up and Move Down buttons.Reports To modify the properties of a column filter prompt 1 2 Click the edit button to open the Prompt Properties dialog box. such as c:\mycomputer\temp\map. To create an image prompt. The Image Map Prompt Properties dialog box appears. specify the Universal Naming Convention (UNC) name. Make your changes.

and the value that is to be used.0. and then click OK. click the link Extract Image Map from HTML. To modify the properties of an image prompt 1 2 Click the Properties link to open the Image Map Prompt Properties dialog box. An HTML <map> statement with <area> elements is required.50. in the Column box.gif. For example: Account. NOTE: The column needs to be a fully qualified column name. The image prompt is shown on the Define Prompts page.com/imagemap.Column Name. if specified.50. click OK. This text appears when a user moves the pointer over the image area. The alt= attribute. You can change the values in the area title if you want. When you click an area of the image. enter the name of the column to be passed when a user clicks it. 6 Enter the appropriate HTML <map> tags and data in the HTML box. You can click the Refresh link to see the results. click the Preview Analysis button. or a website accessible to all your users.50"> <area alt="Bottom" shape="rect" coords="0. CRM On Demand Online Help Release 15 443 . For example: <map> <area alt="Top-left" shape="rect" coords="0. Each <area> element must specify shape= and coords= attributes. 9 To view the image prompt. such as http://mycompany. in the format Table. For each area.0.Step 3: Defining Prompts (Optional) as \\ALLUSERS\graphics\map. The Image Map Prompt Properties dialog box expands to show the area titles.100.100"> </map> 7 To extract the image map information from the HTML. Make your changes. shapes and coordinates entered in the HTML box."Account Country" "Units shipped" 8 When you have finished. will be mapped to the Area title.100. Place double quotes around any column names containing spaces.gif.50"> <area alt="Top-right" shape="rect" coords="50. the underlying filter constructed for that area displays. You can change the filter criteria and then click the Refresh link again to see the change reflected in the results.

Filters are limiting the data correctly. until the Preview Analysis button is clicked in that step. Columns are sorted correctly. you have the option to print or download the report. After reviewing the report. Prompts do not display in Step 4: Reviewing Reports (on page 444). 444 CRM On Demand Online Help Release 15 . click Design Analyses. verify its content and format by running a test and getting approval by the person who requested the report. Click OK to save the report. select your report using the Open Analysis button. review it. click the Preview Analysis button to view the final version of the report in a pop-up window. Charts present the data in a useful way. From within Review.Reports NOTE: Prompts only display after the Preview Analysis button is clicked. Click Save. You can release the reports that you created so that all employees at your company can use them. NOTE: You must click Preview Analysis to display any Prompts that have been built into the report. To make your report public 1 2 3 4 5 On the Reports Homepage. Select either Shared Folders or any subfolder that you want to save it to. Step 4: Reviewing Reports Before you finalise your report. Related Topics Making Custom Reports Public 444 Finishing Your Analysis 445 Making Custom Reports Public Before making a report available to all employees. These reports appear in the Public Analyses section on their Reports Homepage. The reviewer should check for the following: Report includes all necessary columns. From Siebel CRM On Demand Answers.

Your custom report is saved and appears in the folder that you specified. math. CRM On Demand Online Help Release 15 445 . This section explains the syntax for the functions supported by Siebel CRM On Demand Answers. when naming reports. 3 Enter a name for your report. Also. string.Using Functions in Analyses This releases the report so that other employees at your company. Finishing Your Analysis Finish your analysis and save it. and navigate back to the Getting Started With Answers page. Reports saved in Shared Folders are accessed from the Shared Custom Analyses link within the Custom Reports and Analyses section on the Reports Homepage. Using Functions in Analyses SQL functions perform various calculations on column values. TIP: Use the description to let users know if the report contains historical or real-time data. 5 Click OK. and are visible to all employees who have access to the folder where you saved the report. TIP: Save the report as a private one first using My Folders. The information that you enter for both the name and description appears on the employees' Reports Homepage exactly as you enter it. who have visibility to the folder where you saved it. To finish your analysis (includes saving your custom report) 1 2 Above the title bar. This will save the report. click the Finish button. such as apostrophes. calendar date/time. conversion and system functions. There are aggregate. After checking the setup. can access the report. TIP: Use a consistent naming convention that all users will recognise. It also explains how to express literals. avoid using extra blank spaces or symbols. Your private report in My Folders is still saved in case you want to run it or revise it for ad hoc analyses. and then delete it from My Folder. It can be accessed later within Siebel CRM On Demand Answers by using the Open Analysis button. 4 Enter a short description of the report. you can save it to public Shared Folders if you want to allow others to use it. close the Build and View Analysis window. Select the folder where you want to save the report.

click the Bins tab. click Filter Options and select Edit Column Formula from the list. as well as any field name changes made by your company's On Demand administrator. create a filter. Annual Revenues Fiscal Qtr/Yr User ID Formula Name Account. The following table provides examples of formula names that correspond to specific folder and display names for a column. These functions only apply to the filter. Formula names contain two parts that are separated by a period. click Edit Formula [fx] for a column. If there are any spaces in either the folder name or the column name. From this dialog box. then this part must be enclosed in double quotes. The display name of the column is the name that you see displayed in the Action bar on the left side of the page. Then. but not always. click New Filter for a column. The names change depending on the language setting of the user. For example: Column Formulas: In Step 1 (Define Criteria). internal name for each column. You can use functions in the Column Formula text box. The folder name part of the formula name is often the same as the displayed folder name."Phone Number" Account. All columns have two different names. you can also select Convert this filter to SQL from the Advanced list and use functions in the resulting Advanced SQL Filter dialog box."Employee ID" 446 CRM On Demand Online Help Release 15 . Filters: In Step 1 (Define Criteria).Reports You can use functions anywhere that formulas or SQL expressions are allowed within Siebel CRM On Demand Answers."Fiscal Quarter/Yr" Employee. Folder Name Account Account Date Created Owned By User Display Name Main Phone No. and then select SQL Expression from the Add list. Formula Names When referring to a column in a function. Filter Column Formulas: In Step 1 (Define Criteria). and then select SQL Expression from the Add list. These names are always in English. The formula name is a fixed. These names are used as the default labels for column headings. under a specific folder name."Annual Revenue" "Date Created". The first part corresponds to the folder name. Bins: From the Edit Column Formula dialog box. You can use functions in the Column Formula text box. and the second part corresponds to the column. You can use functions in the Expression text box. and then click the Column Formula tab. You can use functions in the Expression text box. you must use its internal formula name.

The formula name for that column can be found in the Column Formula text box. and then the Column Formula tab in the resulting dialog box. AvgDistinct Calculates the average (mean) of all distinct values of an expression. Syntax: AVG (DISTINCT n_expression) where: n_expression Any expression that evaluates to a numerical value. It must take a numeric expression as its argument. TIP: When the cursor is in the Column Formula dialog box. It must take a numeric expression as its argument. CRM On Demand Online Help Release 15 447 . Syntax: AVG (n_expression) where: n_expression Any expression that evaluates to a numerical value. Avg Calculates the average (mean) value of an expression in a result set.Using Functions in Analyses Finding the Formula Name To determine the formula name for a column. This shortcut only works for the Column Formula dialog box. not for other dialog boxes where SQL can be entered. Aggregate Functions Aggregate functions perform work on multiple values to create summary results. first add the column to a report. Click Edit Formula [fx]. clicking a column in the Action bar inserts the column's formula name directly into the text box at the cursor location (but the column is not added to the list of columns for the report). The aggregate functions cannot be used to form nested aggregation in expressions on columns that have a default aggregation rule predefined by Siebel CRM On Demand Answers.

Syntax: COUNT (DISTINCT expression) where: expression Any expression. n) where: n_expression n Any expression that evaluates to a numerical value. Syntax: COUNT (expression) where: expression Any expression. Represents the bottom number of rankings displayed in the result set.Reports BottomN Ranks the lowest n values of the expression argument from 1 to n. 1 corresponding to the lowest numerical value. CountDistinct Adds distinct processing to the COUNT function. Syntax: BOTTOMN (n_expression. in which case the number of rows with non-null values for that column is returned. The BOTTOMN function operates on the values returned in the result set. Any positive integer. 448 CRM On Demand Online Help Release 15 . 1 being the lowest rank. The expression is typically a column name. Count Calculates the number of rows that have a non-null value for the expression. NOTE: A query can only contain one BOTTOMN expression.

Median Calculates the median (middle) value of the rows satisfying the numeric expression argument.000. if a table named Facts contained 200. the following query would return the following results: SELECT COUNT(*) FROM Facts COUNT(*) 200000000 Mavg Calculates a moving average (mean) for the last n rows of data.000 rows. Max Calculates the maximum value (highest numeric value) of the rows satisfying the numeric expression argument. the average for the third row is calculated by taking the average of the first three rows of data and so on. the average for the second row is calculated by taking the average of the first two rows of data. This function always returns a double. the average is calculated based on the last n rows of data. The average for the first row is equal to the numeric expression for the first row. inclusive of the current row.Using Functions in Analyses Count (*) (CountStar) Counts the number of rows. Any positive integer. CRM On Demand Online Help Release 15 449 . integer) where: numExpr integer Any expression that evaluates to a numerical value. Represents the average of the last n rows of data. When there are an even number of rows. Syntax: COUNT(*) For example. Syntax: MAX (expression) where: expression Any expression. When the nth row is reached. the median is the mean of the two middle rows. Syntax: MAVG (numExpr.

NTile The NTILE function determines the rank of a value in terms of a user-specified range.Reports Syntax: MEDIAN (n_expression) where: n_expression Any expression that evaluates to a numerical value. Percentile Calculates a percent rank for each value satisfying the numeric expression argument. the resulting sorted data set is broken into a number of tiles where there are roughly an equal number of values in each tile. A positive. NTile with n=100 returns what is commonly called the percentile (with numbers ranging from 1 to 100. inclusive. Syntax: NTILE (n_expression. 450 CRM On Demand Online Help Release 15 . Min Calculates the minimum value (lowest numeric value) of the rows satisfying the numeric expression argument. with 100 representing the high end of the sort). In other words. The percent rank ranges are from 0 (1st percentile) to 1 (100th percentile). If the n_expression argument is not NULL. the function returns an integer that represents a rank within the reported range. which conforms to what is called percent rank in SQL 92 and returns values from 0 to 1. Syntax: MIN (expression) where: expression Any expression. n) where: n_expression n Any expression that evaluates to a numerical value. It returns integers to represent any range of ranks. This value is different from the results of the Siebel Analytics Server percentile function. non-null integer that represents the number of tiles.

4. 4. all data is considered. 1. StdDev The STDDEV function returns the standard deviation for a set of values. The return type is always a double. There are two other functions that are related to STDDEV: STDDEV_POP([ALL | DISTINCT] n_expression) STDDEV_SAMP([ALL | DISTINCT] n_expression) STDDEV and STDDEV_SAMP are synonyms..). the standard deviation is calculated for all data in the set. 7. and each successive rank is assigned the next consecutive integer (2.. The highest number is assigned a rank of 1.. If nothing is specified (the default). Rank Calculates the rank for each value satisfying the numeric expression argument. 1. 1. they are assigned the same rank (for example. all duplicates are ignored in the calculation. The RANK function calculates the rank based on the values in the result set of the query.). If certain values are equal... CRM On Demand Online Help Release 15 451 . Syntax: PERCENTILE (n_expression) where: n_expression Any expression that evaluates to a numerical value. If ALL is specified. Syntax: STDDEV([ALL | DISTINCT] n_expression) where: n_expression Any expression that evaluates to a numerical value. If DISTINCT is specified. Syntax: RANK (n_expression) where: n_expression Any expression that evaluates to a numerical value. 5. 3.Using Functions in Analyses The PERCENTILE function calculates the percentile based on the values in the result set of the query. 5.

the standard deviation is calculated for all data in the set. 1 corresponding to the highest numerical value. If ALL is specified. Syntax: SUM(DISTINCT n_expression) where: n_expression Any expression that evaluates to a numerical value. Syntax: SUM (n_expression) where: n_expression Any expression that evaluates to a numerical value. SumDistinct Calculates the sum obtained by adding all of the distinct values satisfying the numeric expression argument. TopN Ranks the highest n values of the expression argument from 1 to n. all duplicates are ignored in the calculation.Reports StdDev_Pop Returns the standard deviation for a set of values using the computational formula for population variance and standard deviation. The TOPN function operates on the values returned in the result set. If DISTINCT is specified. Syntax: StdDev_Pop([ALL | DISTINCT] numExpr) where: numExpr Any expression that evaluates to a numerical value. 452 CRM On Demand Online Help Release 15 . Sum Calculates the sum obtained by adding up all values satisfying the numeric expression argument.

1 being the highest rank. Any positive integer. The average for the first row is equal to the numeric expression for the first row. The average for the third row is calculated by taking the average of the first three rows of data. This section describes the running aggregate functions supported by the Siebel Analytics Server. but instead of outputting the single aggregate for the entire set of records. MAVG Calculates a moving average (mean) for the last n rows of data in the result set. A query can contain only one TOPN expression. and so on until you reach the nth row. The average for the second row is calculated by taking the average of the first two rows of data. Any positive integer. CRM On Demand Online Help Release 15 453 . Represents the average of the last n rows of data. n) where: n_expression n Any expression that evaluates to a numerical value. Syntax: MAVG (n_expression. where the average is calculated based on the last n rows of data. they output the aggregate based on records encountered so far. n) where: n_expression n Any expression that evaluates to a numerical value.Using Functions in Analyses Syntax: TOPN (n_expression. Running Aggregate Functions Running aggregate functions are similar to functional aggregates in that they take a set of records as input. Represents the top number of rankings displayed in the result set. inclusive of the current row.

The sum for the first row is equal to the numeric expression for the first row.00 200.00 500.00 RSUM This function calculates a running sum based on records encountered so far.00 300. Any positive integer.00 300.00 100.00 1500.00 400. The sum for the first row is equal to the numeric expression for the first row. The sum for the third row is calculated by taking the sum of the first three rows of data.00 800. Syntax: MSUM (n_expression. The sum for the second row is calculated by taking the sum of the first two rows of data.00 300.00 100.00 400.00 1300. Any expression that evaluates to a numerical value. The sum for the third row is calculated by taking the sum of the first three rows of data.00 600.00 400. the sum is calculated based on the last n rows of data. inclusive of the current row. n) Where: n_expression n Example: The following example shows a report that uses the MSUM function.00 500. The sum for the second row is calculated by taking the sum of the first two rows of data.00 3_MO_SUM 100. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC REVENUE 100.00 1000. Represents the sum of the last n rows of data. When the nth row is reached.00 100. and so on.00 200.00 1200. and so on.00 500.Reports MSUM This function calculates a moving sum for the last n rows of data.00 1400. 454 CRM On Demand Online Help Release 15 .00 500.

00 2700. CRM On Demand Online Help Release 15 455 .00 1200.00 400.00 500.00 500.00 RUNNING_SUM 100. An expression of any data type.00 800.00 100.00 RCOUNT This function takes a set of records as input and counts the number of records encountered so far.00 400.00 3200. Syntax: RCOUNT (Expr) Where: Expr Example: The following example shows a report that uses the RCOUNT function. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC REVENUE 100.00 500.00 2200.Using Functions in Analyses Syntax: RSUM (n_expression) Where: n_expression Example: The following example shows a report that uses the RSUM function.00 100.00 200.00 300.00 1700. Any expression that evaluates to a numerical value.00 300.00 200.00 100.00 300.00 500.00 3000.00 3300.

00 500.00 500.00 400.00 100.00 RCOUNT 2 3 4 5 6 7 RMAX This function takes a set of records as input and shows the maximum value based on records encountered so far.00 500. An expression of any data type.00 500. Syntax: RMAX (expression) Where: expression Example: The following example shows a report that uses the RMAX function.00 500.Reports MONTH MAY JUNE JULY AUG SEPT OCT PROFIT 300.00 300.00 500. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC PROFIT 100.00 100.00 200.00 500.00 500.00 200.00 500.00 400.00 300. The data type must be one that has an associated sort order.00 300.00 300. The specified data type must be one that can be ordered.00 500.00 400.00 200.00 200.00 200.00 100.00 456 CRM On Demand Online Help Release 15 .00 500.00 RMAX 100.00 500.

00 100.00 100.00 100.00 100.00 100. and they operate on character strings.00 100.00 String Functions String functions perform various character manipulations. Syntax: RMIN (expression) Where: expression Example: The following example shows a report that uses the RMIN function.Using Functions in Analyses RMIN This function takes a set of records as input and shows the minimum value based on records encountered so far.00 500.00 200. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC PROFIT 400.00 RMIN 400. The data type must be one that has an associated sort order. The specified data type must be one that can be ordered.00 400.00 100.00 200.00 100.00 200. An expression of any data type.00 100.00 300.00 100.00 500.00 300.00 100.00 100.00 100.00 500. CRM On Demand Online Help Release 15 457 .

between 0 and 255. CHAR_LENGTH Returns the length. Syntax: CHAR (n_expression) where: n_expression Any expression that evaluates to a numerical value between 0 and 255. of a specified string. of a specified string. Each Unicode character is 2 bytes in length. Syntax: CHAR_LENGTH (character_expression) where: character_expression Any expression that evaluates to a numerical value between 0 and 255. If the character expression evaluates to more than one character. BIT_LENGTH Returns the length. the ASCII code corresponding to the first character in the expression is returned. which is equal to 16 bits. in bits. 458 CRM On Demand Online Help Release 15 . Leading and trailing blanks are not counted in the length of the string. CHAR Converts a numerical value between 0 and 255 to the character value corresponding to the ASCII code. in number of characters. Syntax: ASCII (character_expression) where: character_expression Any expression that evaluates to an ASCII character. Syntax: BIT_LENGTH (character_expression) where: character_expression Any expression that evaluates to character string.Reports ASCII Converts a single character string to its corresponding ASCII code.

character_expression2) where: character_expression1 character_expression2 n m Any expression that evaluates to a character string. The first form concatenates two character strings.Using Functions in Analyses CONCAT There are two forms of this function."Account Location" Results look like: Action Rentals ."Account Name" ||'-'|| Account. The second form uses the character string concatenation character to concatenate more than two character strings. The first string is concatenated with the second string to produce an intermediate string. m. Form 1 Syntax: CONCAT (character_expression1. n. string_expressionxx where: string_expression Expressions that evaluate to character strings. which is then concatenated with the next string.Headquarters INSERT Inserts a specified character string into a specified location in another character string. character_expression2) where: character_expression Form 2 Syntax: string_expression1 || string_expression2 || . Any positive integer representing the number of characters in the first string to be replaced by the entirety of the second string.. CRM On Demand Online Help Release 15 459 . Expressions that evaluate to character strings. Example: Account. separated by the character string concatenation operator || (double vertical bars). and so on. Syntax: INSERT(character_expression1. Any expression that evaluates to a character string. replacing a specified number of characters in the target string. This is the string to be inserted. Any positive integer representing the number of characters from the start of the first string where a portion of the second string is inserted.. This is the string receiving the insertion.

This is the expression to be searched. n) where: character_expression n Any expression that evaluates to a character string. This is identical to the LOCATE function.Reports LEFT Returns a specified number of characters from the left of a string. If the string is not found. character_expression2) where: character_expression1 character_expression2 Any expression that evaluates to a character string. Syntax: LENGTH(character_expression) where: character_expression Any expression that evaluates to a character string. the LOCATE function returns a value of 0. LENGTH Returns the length. The numerical position to return is determined by counting the first character in the string as occupying position 1. Syntax: LOCATE(character_expression1. in number of characters. The length is returned excluding any trailing blank characters. LOCATE Returns the numerical position of the one string within another string. LOCATEN Returns the numerical position of the one string within another string. use the LOCATEN function instead. Any expression that evaluates to a character string. Any positive integer representing the number of characters from the left of the string that are returned. This is the expression to search for in the character expression. regardless of the value of the integer argument. If the string is not found. 460 CRM On Demand Online Help Release 15 . the LOCATEN function returns a value of 0. If you want to specify a starting position to begin the search. except that the search begins at the position specified by an integer argument. of a specified string. Syntax: LEFT(character_expression.

n) where: character_expression1 character_expression2 n Any expression that evaluates to a character string. Syntax: POSITION(character_expression1 IN character_expression2) where: character_expression1 character_expression2 Any expression that evaluates to a character string. Any expression that evaluates to a character string. If the string is not found. This is the string to be searched. in base 8 units (number of bytes). This is the string in which to search. This is the string to be searched for. OCTET_LENGTH Returns the bits. character_expression2. POSITION Returns the numerical position of the one string within another string. Syntax: LOWER (character_expression) where: character_expression Any expression that evaluates to a character string. Syntax: OCTET_LENGTH (character_expression) where: character_expression Any expression that evaluates to a character string. of a specified string. Any expression that evaluates to a character string. non-zero integer that represents the starting position from which the search for the locate expression is started. CRM On Demand Online Help Release 15 461 . the function returns 0. LOWER Converts a character string to lowercase. Any positive.Using Functions in Analyses Syntax: LOCATE(character_expression1. This is the string to be searched for.

Syntax: RIGHT(character_expression. Syntax: Space(integer) where: integer Any expression that evaluates to a character string. n) REPLACE Replaces specified characters in a string with other specified characters. Syntax: REPLACE(character_expression. replace_with_expression) where: character_expression change_expression replace_with_expression Any expression that evaluates to a character string. Specifies the replacement characters to be substituted into the first string. RIGHT Returns a specified number of characters from the right of a string. Specifies the characters in the first string that will be replaced. change_expression.Reports REPEAT Repeats a specified expression n times. Any positive integer representing the number of characters from the right of the first string that are returned. This string will have its characters replaced. n) where: character_expression n Any expression that evaluates to a character string. Syntax: REPEAT(character_expression. Any expression that evaluates to a character string. SPACE Inserts blank spaces. Any expression that evaluates to a character string. where n is a positive integer. 462 CRM On Demand Online Help Release 15 .

Any expression that evaluates to a character string. both leading and trailing. Strips specified trailing characters from a character string. UPPER Converts a character string to uppercase. Syntax: TRIM (type 'character' FROM character_expression) where: type LEADING TRAILING BOTH character character_expression Strips specified leading characters from a character string. This trims all leading and trailing spaces. Strips specified characters.Using Functions in Analyses SUBSTRING Creates a new string starting from a fixed number of characters into the original string. starting_position Example: SUBSTRING ('ABCDEF' FROM 3) Results in: CDEF A positive integer that indicates the starting position within the first character string. Syntax: SUBSTRING (character_expression FROM starting_position) where: character_expression Any expression that evaluates to a character string. Syntax: UPPER (character_expression) where: character_expression Any expression that evaluates to a character string. If the character part of the specification and the single quotes are omitted. NOTE: The syntax TRIM (character_expression) is also valid. from a character string. CRM On Demand Online Help Release 15 463 . Any single character. a space character is used as a default. TRIM Strips specified leading and/or trailing characters from a character string.

Atan Calculates the arc tangent of a numerical expression. Syntax: ABS (n_expression) where: n_expression Any expression that evaluates to a numerical value. Asin Calculates the arc sine of a numerical expression. Abs Calculates the absolute value of a numerical expression. Syntax: ASIN (n_expression) where: n_expression Any expression that evaluates to a numerical value. Acos Calculates the arc cosine of a numerical expression.Reports Math Functions The math functions perform mathematical operations. Syntax: ATAN (n_expression) where: 464 CRM On Demand Online Help Release 15 . Syntax: ACOS (n_expression) where: n_expression Any expression that evaluates to a numerical value.

Using Functions in Analyses n_expression Any expression that evaluates to a numerical value. n_expression2) where: n_expression (1 and 2) Any expression that evaluates to a numerical value. Cos Calculates the cosine of a numerical expression. Ceiling Rounds a non-integer numerical expression to the next highest integer. the Ceiling function returns that integer. Atan2 Calculates the arc tangent of y/x. Syntax: ATAN2 (n_expression1. If the numerical expression evaluates to an integer. where y is the first numerical expression and x is the second numerical expression. Syntax: COT (n_expression) CRM On Demand Online Help Release 15 465 . Syntax: CEILING (n_expression) where: n_expression Any expression that evaluates to a numerical value. Cot Calculates the cotangent of a numerical expression. Syntax: COS (n_expression) where: n_expression Any expression that evaluates to a numerical value.

If the numerical expression evaluates to an integer. Syntax: FLOOR (n_expression) where: n_expression Any expression that evaluates to a numerical value. Degrees Converts an expression from radians to degrees. the FLOOR function returns that integer. Floor Rounds a non-integer numerical expression to the next lowest integer.Reports where: n_expression Any expression that evaluates to a numerical value. Syntax: DEGREES (n_expression) where: n_expression Any expression that evaluates to a numerical value. Syntax: LOG (n_expression) 466 CRM On Demand Online Help Release 15 . Log Calculates the natural logarithm of an expression. Exp Calculates the value e to the power specified. Syntax: EXP (n_expression) where: n_expression Any expression that evaluates to a numerical value.

Pi Returns the constant value of pi (the circumference of a circle divided by the diameter of a circle).Using Functions in Analyses where: n_expression Any expression that evaluates to a numerical value. Syntax: POWER(n_expression1. n_expression2) where: n_expression (1 and 2) Any expression that evaluates to a numerical value. Syntax: LOG10 (n_expression) where: n_expression Any expression that evaluates to a numerical value. Syntax: PI() Power Takes the first numerical expression and raises it to the power specified in the second numerical expression. Mod Divides the first numerical expression by the second numerical expression and returns the remainder portion of the quotient. Log10 Calculates the base 10 logarithm of an expression. n_expression2) where: CRM On Demand Online Help Release 15 467 . Syntax: MOD (n_expression1.

Rand Returns a pseudo-random number between 0 and 1. Syntax: RAND (n_expression) where: n_expression Any expression that evaluates to a numerical value. Syntax: ROUND (n_expression. For a given seed value. n) where: 468 CRM On Demand Online Help Release 15 . Syntax: RAND() RandFromSeed Returns a pseudo-random number based on a seed value.Reports n_expression (1 and 2) Any expression that evaluates to a numerical value. the same set of random numbers are generated. Radians Converts an expression from degrees to radians. Syntax: RADIANS (n_expression) where: n_expression Any expression that evaluates to a numerical value. Round Rounds a numerical expression to n digits of precision.

CRM On Demand Online Help Release 15 469 . Sqrt Calculates the square root of the numerical expression argument. Syntax: SQRT (n_expression) where: n_expression Any expression that evaluates to a non-negative numerical value. Any positive integer representing the number of digits of precision (that is.Using Functions in Analyses n_expression n Example: Any expression that evaluates to a numerical value. a value of -1 if the numerical expression argument evaluates to a negative number. Sin Calculates the sine of a numerical expression. Syntax: SIN (n_expression) where: n_expression Any expression that evaluates to a numerical value.36 Sign Returns a value of 1 if the numerical expression argument evaluates to a positive number. Syntax: SIGN (n_expression) where: n_expression Any expression that evaluates to a numerical value. The numerical expression has to evaluate to a non-negative number. and 0 if the numerical expression argument evaluates to zero.2) Returns: 12.358. ROUND (12. the number of decimal places) to which to round.

Calendar Date/Time Functions The calendar date/time functions manipulate data in data types for date. The date is determined by the system in which Siebel CRM On Demand Answers is running.358. The value does not contain a time component. (The timestamp data type is a combination of date and time.) Current_Date Returns the current date.Reports Tan Calculates the tangent of a numerical expression.35 Any expression that evaluates to a numerical value. Syntax: TAN (n_expression) where: n_expression Any expression that evaluates to a numerical value. Syntax: CURRENT_DATE 470 CRM On Demand Online Help Release 15 . time and timestamp.2) Returns: 12. n) where: n_expression n Example: TRUNCATE (12. Any positive integer representing the number of decimal places that are returned. Syntax: TRUNCATE (n_expression. Truncate Truncates a decimal number to return a specified number of decimal places.

the function returns the default precision when no argument is specified. The value does not contain a date component. The argument is optional. the function returns the default precision when no argument is specified. Current_TimeStamp Returns the current date/timestamp. Syntax: CURRENT_TIMESTAMP (n) where: n Any integer representing the number of digits of precision with which to display the fractional second. Syntax: CURRENT_TIME (n) where: n Any integer representing the number of digits of precision with which to display the fractional second. Day_Of_Quarter Returns a number (between 1 and 92) corresponding to the day of the quarter for the specified date. The timestamp is determined by the system in which the Siebel Analytics Server is running. The time is determined by the system in which Siebel CRM On Demand Answers is running. Syntax: DAY_OF_QUARTER (date_expression) where: date_expression Any expression that evaluates to a date. The argument is optional.Using Functions in Analyses Current_Time Returns the current time. DayName Returns the name of the day of the week (in English) for a specified date. Syntax: CRM On Demand Online Help Release 15 471 .

Reports DAYNAME (date_expression) where: date_expression Any expression that evaluates to a date. corresponding to the day of the week. DayOfYear Returns the number (between 1 and 366) corresponding to the day of the year for a specified date. Syntax: DAYOFWEEK (date_expression) where: date_expression Any expression that evaluates to a date. and the number 7 corresponds to Saturday. DayOfMonth Returns the number corresponding to the day of the month for a specified date. DayOfWeek Returns a number between 1 and 7. The number 1 corresponds to Sunday. 472 CRM On Demand Online Help Release 15 . Syntax: DAYOFYEAR (date_expression) where: date_expression Any expression that evaluates to a date. for a specified date. Syntax: DAYOFMONTH (date_expression) where: date_expression Any expression that evaluates to a date.

Using Functions in Analyses Hour Returns a number (between 0 and 23) corresponding to the hour for a specified time. Month_Of_Quarter Returns the number (between 1 and 3) corresponding to the month in the quarter for a specified date. 0 corresponds to 12 a. Syntax: MONTH_OF_QUARTER (date_expression) where: date_expression Any expression that evaluates to a date.m. Syntax: MINUTE (time_expression) where: time_expression Any expression that evaluates to a time. Month Returns the number (between 1 and 12) corresponding to the month for a specified date.m. Minute Returns a number (between 0 and 59) corresponding to the minute for a specified time. For example. Syntax: HOUR (time_expression) where: time_expression Any expression that evaluates to a time. CRM On Demand Online Help Release 15 473 . and 23 corresponds to 11 p. Syntax: MONTH (date_expression) where: date_expression Any expression that evaluates to a date.

TimestampAdd The TimestampAdd function adds a specified number of intervals to a specified timestamp. A single timestamp is returned. Syntax: QUARTER_OF_YEAR (date_expression) where: date_expression Any expression that evaluates to a date. Now Returns the current timestamp. Syntax: MONTHNAME (date_expression) where: date_expression Any expression that evaluates to a date. Syntax: NOW () Quarter_Of_Year Returns the number (between 1 and 4) corresponding to the quarter of the year for a specified date. 474 CRM On Demand Online Help Release 15 . The NOW function is equivalent to the CURRENT_TIMESTAMP function. Second Returns the number (between 0 and 59) corresponding to the seconds for a specified time. Syntax: SECOND (time_expression) where: time_expression Any expression that evaluates to a time.Reports MonthName Returns the name of the month (in English) for a specified date.

For example. An overflow of the specified component (such as more than 60 seconds. this function merely adds the specified integer value (integer_expression) to the appropriate component of the timestamp. this function considers overflow and takes into account the number of days in a particular month (including leap years when February has 29 days). When adding to the month component of a timestamp. A null integer-expression or a null timestamp-expression passed to this function will result in a null return value. This function reduces the day component to the last day of the month. 2000-06-30 in this example. this function verifies that the resulting timestamp has a sufficient number of days for the day component. and adding a quarter translates to adding three months. last day of February in a leap year). the function reduces the day component to 28. twelve months and so on) necessitates adding an appropriate amount to the next component. adding 1 month to 2000-05-31 does not result in 2000-06-31 because June does not have 31 days. A similar issue arises when adding to the year component of a timestamp having a month component of February and a day component of 29 (that is. This is the number of intervals to be added. Valid values are: SQL_TSI_SECOND SQL_TSI_MINUTE SQL_TSI_HOUR SQL_TSI_DAY SQL_TSI_WEEK SQL_TSI_MONTH SQL_TSI_QUARTER SQL_TSI_YEAR integer_expression timestamp_expression Any expression that evaluates to an integer. Adding a week translates to adding seven days. The following are examples of the TimestampAdd function: CRM On Demand Online Help Release 15 475 . A negative integer value results in a subtraction (going back in time). integer_expression. If the resulting timestamp does not fall on a leap year. 24 hours. The timestamp used as the base in the calculation. when adding to the day component of a timestamp. based on the interval. In the simplest scenario. For example. timestamp_expression) where: interval The specified interval.Using Functions in Analyses Syntax: TimestampAdd (interval.

TimestampAdd(SQL_TSI_MINUTE. This returns a single timestamp of 2000-08-01 00:00:00. This returns a single timestamp of 2000-02-29 00:00:00. timestamp_expression1. TimestampAdd(SQL_TSI_DAY. TimestampAdd(SQL_TSI_MONTH. timestamp_expression2) where: interval The specified interval. Notice the propagation of overflow through the month component. TIMESTAMP'1999-07-31 00:00:00') The following code example asks for the resulting timestamp when 25 minutes are added to 2000-07-31 23:35:00. TIMESTAMP'2000-07-31 23:35:00') TimeStampDiff The TimestampDiff function returns the total number of specified intervals between two timestamps.Reports The following code example asks for the resulting timestamp when 3 days are added to 2000-02-27 14:30:00. 476 CRM On Demand Online Help Release 15 . timestamp_expression1 is subtracted from this timestamp to determine the difference. A null timestamp-expression parameter passed to this function will result in a null return value. The second timestamp. 3. this returns a single timestamp of 2000-03-01 14:30:00. Notice the reduction of day component to 29 because of the shorter month of February. 7. Valid values are: SQL_TSI_SECOND SQL_TSI_MINUTE SQL_TSI_HOUR SQL_TSI_DAY SQL_TSI_WEEK SQL_TSI_MONTH SQL_TSI_QUARTER SQL_TSI_YEAR timestamp_expression1 timestamp_expression2 The timestamp to be subtracted from the second timestamp. Since February. TIMESTAMP'2000-02-27 14:30:00') The following code example asks for the resulting timestamp when 7 months are added to 1999-07-31 0:0:0. Syntax: TimestampDiff (interval. 25. 2000 is a leap year.

By contrast. the difference in years between 1999-12-31 and 2000-01-01 is one year because the fractional year represents a crossing from one year to the next (that is. When calculating the difference in weeks. the difference between 1999-01-01 and 1999-12-31 is zero years because the fractional interval falls entirely within a particular year (that is. 1999). the function calculates the difference in months and divides by three before rounding. 1999 to 2000). the function calculates the total number of months for each timestamp by adding the month component and twelve times the year component. if the specified interval corresponds to the month component. For example. SQL_TSI_DAY corresponds to the day component and SQL_TSI_MONTH corresponds to the month component. CRM On Demand Online Help Release 15 477 .2000-04-01 14:24:00') Week_Of_Quarter Returns a number (between 1 and 13) corresponding to the week of the quarter for the specified date. Notice that the leap year in 2000 results in an additional day. TimestampDiff Function and Results Example The following code example asks for a difference in days between timestamps 1998-07-31 23:35:00 and 2000-04-01 14:24:00. The TimestampDiff function rounds up to the next integer whenever fractional intervals represent a crossing of an interval boundary. the function subtracts the first timestamp's total number of intervals from the second timestamp's total number of intervals. For example. the function calculates the difference in days and divides by seven before rounding.Using Functions in Analyses This function first determines the timestamp component that corresponds to the specified interval parameter. For example. TimestampDIFF(SQL_TSI_DAY. The function then looks at the higher order components of both timestamps to calculate the total number of intervals for each timestamp. When calculating the difference in quarters. TIMESTAMP'. TIMESTAMP'1998-07-31 23:35:00'. Finally. It returns a value of 610. Syntax: WEEK_OF_QUARTER (date_expression) where: date_expression Any expression that evaluates to a date.

478 CRM On Demand Online Help Release 15 . DATE.Reports Week_Of_Year Returns a number (between 1 and 53) corresponding to the week of the year for the specified date. FLOAT. Syntax: WEEK_OF_YEAR (date_expression) where: date_expression Any expression that evaluates to a date. SMALLINT. Syntax: YEAR (date_expression) where: date_expression Example: YEAR (CURRENT_DATE) Any expression that evaluates to a date. For example. VARCHAR. Cast Changes the data type of either a value or a null value to another data type. This change is required before using values of one data type in a function or operation that expects another data type. if the source data type is a BIT string. TIME. some destination types are not supported. BIT. the destination data type has to be a character string or another BIT string. DOUBLE PRECISION. Year Returns the year for the specified date. TIMESTAMP. Syntax: CAST (expression|NULL AS datatype) The supported data types to which the value can be changed are the following: CHARACTER. Conversion Functions The conversion functions convert a value from one form to another. BIT VARYING Depending on the source data type. INTEGER.

This ID is unique to each user. ELSE. assigns the specified value to the expression. Syntax: USER () CRM On Demand Online Help Release 15 479 .Answers.CURRENT_YEAR: CASE WHEN "Year" > VALUEOF(NQ_SESSION.CURRENT_YEAR) THEN 'Future' WHEN . Syntax: IFNULL (expression. Refer to session variables by name. Example: To use the value of a session variable named NQ_SESSION..Using Functions in Analyses Example: The following first changes (CASTs) Annual Revenues to an INTEGER to remove the decimal places. User Returns the current Siebel CRM On Demand user's User ID. value) ValueOf( ) Use the VALUEOF function in an expression builder or filter to reference the value of a session variable defined in Siebel CRM On Demand . see Session Variables (on page 484). and if it does. System Functions The system functions return values relating to the session. Session variables should be used as arguments of the VALUEOF function..END You must refer to a session variable by its fully qualified name. For more information.. and then to a CHARACTER so that it can be concatenated with a character literal (the text 'K'): CAST ( CAST ( Account.."Account Revenue"/1000 AS INTEGER ) AS CHARACTER ) ||' K' IfNull Tests if an expression evaluates to a null value.

Minus sign for subtraction Multiply sign for multiplication Divide by sign for division Character string concatenation Open parenthesis. but not the same AND connective. indicating values the same as or lower than the comparison Greater than or equal to sign. Function in an Expression Plus sign for addition. indicating the union with one or more conditions to form a compound condition NOT connective. indicating a condition is not met Comma.Reports Operators Operators are used to combine expression elements to make certain types of comparisons in an expression. for grouping operations Close parenthesis. for grouping operations Greater than sign. indicating intersection with one or more conditions to form a compound condition OR connective. indicating values higher than the comparison Less than sign. indicating values higher or lower. indicating values the same as or higher than the comparison Not equal to. indicating the same value Less than or equal to sign. used to separate elements in a list Case Statements Case statements are building blocks for creating conditional expressions that can produce different results for different column values. indicating values lower than the comparison Equal sign. 480 CRM On Demand Online Help Release 15 . Operator + * / || ( ) > < = <= >= <> AND OR NOT .

. only the expression following the first match is assigned. then the WHEN expressions... If expression1 matches any WHEN expression. Example CASE Score-par WHEN -5 THEN 'Birdie on Par 6' WHEN -4 THEN 'Must be Tiger' WHEN -3 THEN 'Three under par' WHEN -2 THEN 'Two under par' CRM On Demand Online Help Release 15 481 . it assigns the value NULL. The value of expression1 is examined. END Ends the CASE statement. Syntax: CASE expression1 WHEN expression THEN expression {WHEN expression. it assigns the value in the corresponding THEN expression. If omitted. it assigns the value specified in the ELSE expression.} ELSE expression END Where: CASE Starts the CASE statement. ELSE Specifies the value to be assigned if none of the WHEN conditions are satisfied. If none of the WHEN expressions match. THEN Specifies the value to be assigned if the corresponding WHEN expression is satisfied. Must be followed by an expression and one or more WHEN and THEN statements. WHEN Specifies the condition to be satisfied. Refer also to the Case (If) statement. ELSE NULL is assumed.Using Functions in Analyses Case (Switch) This form of the Case statement is also referred to as the CASE (Lookup) form. If no ELSE expression is specified.. an optional ELSE statement and the END keyword. If expression1 matches an expression in more than one WHEN clause. THEN expression.

Must be followed by one or more WHEN and THEN statements. WHEN Specifies the condition to be satisfied. a WHEN condition of WHEN < 0 THEN 'Under Par' is illegal because comparison operators are not allowed.. Syntax: CASE WHEN request_condition1 THEN expression1 {WHEN request_condition2 THEN expression2} {WHEN request_condition... assigns the value in the corresponding THEN expression. it assigns the default value specified in the ELSE expression. it assigns the value NULL. If none of the WHEN conditions are satisfied. Case (If) This form of the Case statement evaluates each WHEN condition and if satisfied. an optional ELSE statement and the END keyword. If no ELSE expression is specified. ELSE 482 CRM On Demand Online Help Release 15 . the WHEN statements must reflect a strict equality. THEN The value to be assigned if the corresponding WHEN expression is satisfied.} ELSE expression END Where: CASE Starts the CASE statement.Reports WHEN -1 THEN 'Birdie' WHEN 0 THEN 'Par' WHEN 1 THEN 'Bogey' WHEN 2 THEN 'Double Bogey' ELSE 'Triple Bogey or Worse' END In the above example.. Refer also to the Case (Switch) statement. THEN expression.

A literal value has to comply with the data type that it represents. the WHEN statements in the If form allow comparison operators. END Ends the CASE statement.Using Functions in Analyses Specifies the value if none of the WHEN conditions are satisfied. Example CASE WHEN score-par < 0 THEN 'Under Par' WHEN score-par = 0 THEN 'Par' WHEN score-par = 1 THEN 'Bogie' WHEN score-par = 2 THEN 'Double Bogey' ELSE 'Triple Bogey or Worse' END Unlike the Switch form of the CASE statement. Character Literals A character literal contains characters such as letters. a WHEN condition of WHEN < 0 THEN 'Under Par' is legal. This section describes how to express each type of literal in Siebel CRM On Demand Answers. without changing them at all. The length of the literal is determined by the number of characters between the single quotes. If omitted. enclose the character string within single quotes ( ' ). they are values that are taken literally as is. To express a character literal. Expressing Literals A literal is a non-null value corresponding to a given data type. Datetime Literals The SQL 92 standard defines three kinds of typed datetime literals in the following formats: DATE 'yyyy-MM-dd' TIME 'hh:MM:ss' TIMESTAMP 'yyyy-MM-dd hh:mm:ss' CRM On Demand Online Help Release 15 483 . ELSE NULL is assumed. numbers and symbols. that is. Literals are typically constant values.

To express a typed datetime literal. A number can be preceded with either a plus sign (+) or minus sign (-) to indicate a positive or negative number.5E6 Session Variables Session variables contain values that may be referred to in other functions. use the VALUEOF( ) function to get its value. The current quarter number. all of these variable values can be derived through calls to other functions.CURRENT_YEAR NQ_SESSION. respectively. Numbers can contain a decimal point and decimal numbers. No spaces are allowed between the integer. Example: CASE WHEN Opportunity. simply include the number. use the keywords DATE. doing so expresses the literal as a character literal.98 -326 12. the letter E and the sign of the exponent. In general. However you may see them in pre-defined reports. This is not a complete list. 484 CRM On Demand Online Help Release 15 . Do not enclose numeric literals within single quotes. NQ_SESSION. or TIMESTAMP followed by a datetime string enclosed in single quote marks. When referring to the variable. so they are defined here for reference."Close Date" >= TIMESTAMP '2006-01-01 00:00:00' THEN '2006' ELSE 'Pre-2006' END Numeric Literals A numeric literal represents a value of a numeric data type.CURRENT_QTR The current year. To express floating point numbers as literal constants.Reports These formats are fixed. Examples: 52 2. enter a number followed by the letter E (either uppercase or lowercase) and followed by the plus sign (+) or the minus sign (-) to indicate a positive or negative exponent. To express a numeric literal. TIME. so in a sense they are redundant. Two digits are required for all non-year components even if the value is a single digit.

Last year.CURRENT_MONTH NQ_SESSION.USER The current month number.NEXT_YEAR NQ_SESSION. The User ID of the current user (same as calling the USER( ) function). CRM On Demand Online Help Release 15 485 .Using Functions in Analyses NQ_SESSION. Next year.LAST_YEAR NQ_SESSION.

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images. You can also change the dashboard appearance using the cosmetic formatting dialog box. images. charts. A dashboard consists of one or more pages. Interactive dashboards can contain three types of content: Dashboard objects Content that is saved in the CRM On Demand Presentation Catalogue Views of folders in the CRM On Demand Presentation Catalogue When creating or viewing interactive dashboards. text and links to Web sites and documents. In addition. NOTE: You cannot change the prebuilt dashboards in CRM On Demand.C H A P T E R 2 1 21 Dashboards The Dashboard Homepage shows a list of the dashboards that are available to you. The appearance of a dashboard. which group reports into business areas. text and links to Web sites and documents. users who have the Manage Dashboards privilege in their role can create interactive dashboards that provide customised views of corporate and external information. A number of prebuilt dashboards are provided. such as saved Siebel CRM On Demand Answers requests. Siebel CRM On Demand provides a number of prebuilt dashboards. is controlled by styles. such as the background colours and the size of text. A dashboard can display content. which appear as tabs across the top of the dashboard. Related Topics Steps for Dashboards 489 About Dashboards Dashboards can display saved Siebel CRM On Demand Answers requests. Each prebuilt dashboard is displayed on a separate page for easy viewing and analysis of your data. The layout page consists of columns to align the content. tables. charts. If your role has this privilege. Users whose role has the Manage Dashboards privilege can also create interactive dashboards. each column contains sections that hold the content. note the following points: CRM On Demand Online Help Release 15 487 . tables. you can use the dashboard editor in Siebel CRM On Demand Answers to add content to an interactive dashboard by dragging and dropping the content from a selection pane onto the dashboard layout page.

Every new dashboard page automatically contains one empty column with one empty section in it. A folder is similar to a UNIX directory or a Microsoft Windows folder.Dashboards A user who creates or edits an interactive dashboard can add to the dashboard any reports to which they have access. see the About Reports (on page 348) and Setting Up User Visibility to Shared Report Folders (on page 352) topics. Pages contain the columns and sections that hold the content of a dashboard. For example. and one that links to your corporate intranet. Examples of dashboard objects are sections that hold content and navigation links. You can create as many columns on a dashboard page as you want. For more information about folder visibility. you might have one page to store results from CRM On Demand Answers that you refer to every day. The Manage Dashboard privilege (which allows users to create and edit interactive dashboards) does not include the Manage Custom Reports privilege (which provides full access to all report subfolders and reports under the Company Wide Shared Folder). If a report is deleted after it has been added to a dashboard. another page that contains links to the Web sites of your suppliers. Reports added to interactive dashboards may not be visible to all users in the company (depending on their role). Dashboard objects are items that are used only in a dashboard. Dashboard Objects Folders Pages 488 CRM On Demand Online Help Release 15 . Term Columns Definition Columns are used to align the content on a dashboard (the sections within columns hold the content). a user editing the dashboard sees an exclamation mark (!) beside the report name in the Dashboard Editor. In the dashboard editor. A user viewing the dashboard sees an error message where the report would have been displayed. the user sees an error message on the dashboard where the report would have been displayed. such as requests created with CRM On Demand Answers. If a user's role does not allow the user to view a certain report on a dashboard. The columns used in dashboards are not related to the columns used in reports. Folders are organisational constructs that hold content saved in the CRM On Demand Presentation Catalogue. The following table provides definitions of the common terms in the dashboard editor in CRM On Demand Answers. and access to these folders is determined by user roles. Every dashboard has at least one page. Multiple pages are used to organise content. Reports are stored in folders. pages are identified by tabs across the top of the dashboard.

Click a topic to see step-by-step instructions to do the following: Creating Interactive Dashboards (on page 490) Adding Pages to Interactive Dashboards (on page 491) Adding and Displaying Content on Interactive Dashboard Pages (on page 491) Renaming Dashboard Objects (on page 504) Deleting Dashboard Objects (on page 504) Changing the Properties of Interactive Dashboards (on page 505) CRM On Demand Online Help Release 15 489 . and information about dashboards. Related Topics Steps for Dashboards About Reports 348 489 Steps for Dashboards If your role has the Manage Dashboards privilege.Steps for Dashboards Term Results Definition Results. such as the colour of text and links. the colours and attributes of charts and so on. such as the table borders and text size. when formatting results in CRM On Demand Answers. Sections appear in columns in the dashboard layout. They hold the content dragged and dropped from the selection pane. are the output returned from the CRM On Demand server that matches the request criteria specified using CRM On Demand Answers. the borders in tables. The types of content stored in the Presentation Catalogue include: requests created with CRM On Demand Answers. Styles control how dashboards and results are formatted for display. You can override some elements in the style sheets. images and chart templates. Results can also be shown in other formats. and are used to organise the content within a column. you can use the dashboard editor in Siebel CRM On Demand Answers to create and edit interactive dashboards. or download them to a spreadsheet. save or print them. filters that are applied to results. the font and size of text. You can examine and analyse results. Sections Styles Presentation Catalogue The CRM On Demand Presentation Catalogue stores the content created using CRM On Demand Answers. such as charts.css extension). The default format for viewing results in a dashboard is to show them in a table. also called reports. Styles are organised into folders that contain Cascading Style Sheets (files with a .

On the Manage Dashboards page. 5 On the Manage Dashboards page. Dashboard page names appear at the top of a dashboard only when the dashboard contains multiple pages. click the Design link for the dashboard that you created. For more information on how to manage dashboard content. When you have created your dashboard. enter the name and description for the dashboard. click New Dashboard. To create an interactive dashboard 1 2 3 4 Click the Dashboard tab. control the appearance of dashboards and add pages to dashboards. you can add content to the dashboard. On the Dashboards Edit page. your role must include the Manage Dashboards privilege. Dashboards that contain only one page do not display the page name as a tab at the top of the dashboard. On the Dashboard page. The name of the new dashboard appears at the top of the page NOTE: Newly created dashboards contain one blank page.Dashboards Changing PDF and Printing Options on Interactive Dashboards (on page 507) Creating Prompts for Interactive Dashboards Changing the Name or Description of an Interactive Dashboard (on page 511) Viewing Dashboards (on page 512) Related Topics About Dashboards 487 Creating Interactive Dashboards This topic describes how to create a new interactive dashboard. The dashboard editor in CRM On Demand Answers appears in a separate window. independent of the other CRM On Demand pages. To create and edit interactive dashboards. Before you begin. click the Manage Dashboards link. then click Save. The Manage Dashboards page is displayed again. see the following topics: Adding Pages to Interactive Dashboards (on page 491) Adding and Displaying Content on Interactive Dashboard Pages (on page 491) 490 CRM On Demand Online Help Release 15 .

Tabs appear only when there is more than one page.Adding Pages to Interactive Dashboards Changing the Properties of Interactive Dashboards (on page 505) Creating Prompts for Interactive Dashboards Adding Pages to Interactive Dashboards You can add pages to an interactive dashboard. For information on navigating to the dashboard editor. To create and edit interactive dashboards. The new page appears on the dashboard. the page name will not appear on a tab. so you can click the tabs to move between the pages. To add a page to an interactive dashboard 1 Navigate to the dashboard editor. your role must include the Manage Dashboards privilege. 2 On the Dashboard Editor page. see Navigating to the Dashboard Editor (on page 492). your role must include the Manage Dashboards privilege. NOTE: If there is only one page in the dashboard. 3 4 Enter a name and a description for the dashboard page. Before you begin. Adding and Displaying Content on Interactive Dashboard Pages The following topics describe how to add and display content on interactive dashboard pages. Click Finished. Navigating to the Dashboard Editor (on page 492) Controlling the Appearance of Interactive Dashboard Pages (on page 493) Making Content Appear Conditionally on Interactive Dashboard Pages (on page 495) CRM On Demand Online Help Release 15 491 . NOTE: To create and edit interactive dashboards. click the Add Dashboard Page icon near the top of the page.

Before you begin. If you want to create a new dashboard. You can also control the appearance of the dashboards. and rename and delete objects on them. NOTE: You cannot change the prebuilt dashboards in CRM On Demand. see Creating Interactive Dashboards (on page 490). 492 CRM On Demand Online Help Release 15 . your role must include the Manage Dashboards privilege. click the Manage Dashboards link. This topic describes how to navigate to the dashboard editor to work with existing interactive dashboards. you can add content to interactive dashboards. To navigate to the dashboard editor 1 2 Click the Dashboard tab. On the Dashboard page.Dashboards Adding Guided Navigation Links to Interactive Dashboard Pages (on page 496) Adding Text Links and Image Links to Interactive Dashboard Pages (on page 496) Adding Views of Presentation Catalogue Folders to Interactive Dashboard Pages (on page 499) Adding Content Saved in the Presentation Catalogue to Interactive Dashboard Pages (on page 500) Controlling How Results Are Displayed When Users Drill Down in Interactive Dashboard Pages (on page 501) Editing the Properties of Interactive Dashboard Prompts and Reports (on page 501) Applying Formatting to Interactive Dashboards (on page 503) Related Topics Creating Interactive Dashboards 490 491 Adding Pages to Interactive Dashboards Renaming Dashboard Objects Deleting Dashboard Objects 504 504 Changing the Properties of Interactive Dashboards 505 Changing PDF and Printing Options on Interactive Dashboards 507 About Guided Navigation in Interactive Dashboards 512 Navigating to the Dashboard Editor In the dashboard editor in CRM On Demand Answers. To create and edit interactive dashboards.

To select a dashboard page NOTE: If you were already working on a dashboard page. your role must include the Manage Dashboards privilege. and both columns will span the width originally occupied when they were side by side. To create and edit interactive dashboards. For more information on navigating to the dashboard editor. From the Page drop-down list next to the name of the dashboard on the Dashboard Editor page. For example. Controlling the Appearance of Interactive Dashboard Pages This topic explains how to control the appearance of the dashboard pages using the dashboard editor. Working with Columns in Interactive Dashboard Pages Columns are used to align the content on a dashboard. breaking the middle column causes the two outer columns to move beneath the first column. Before you begin. you can break the columns to arrange them on the page (the drag-and-drop feature does not reposition the columns). When you have more than one column on a dashboard page. and the first column spans the width originally occupied by the first two columns. set the width in pixels or as a percentage of the dashboard page and break columns. see Navigating to the Dashboard Editor (on page 492). The following procedure explains how to select the dashboard page that you want to work with. CRM On Demand Online Help Release 15 493 . independent of the other CRM On Demand pages.Adding and Displaying Content on Interactive Dashboard Pages 3 On the Manage Dashboards page. select the page that you want to edit. performing this action saves any changes you made to the page that you were working on. The sections within the columns hold the content. if you have two columns side by side. click the Design link for the dashboard that you want to edit. To add a new column Click the Add Column icon near the top of the Dashboard Editor page. If you have three columns side by side. You can add or remove columns. The dashboard editor in CRM On Demand Answers appears in a separate window. breaking the rightmost column causes it to move beneath the first column.

for example. Adding Sections to Interactive Dashboard Pages Sections are used within columns to hold the content of a dashboard. use the percent (%) sign. 2 In the Additional Formatting Options section. specify the column width: To specify the width in pixels. You can drag as many sections as you want into a column. If you drag and drop content into a column without first adding a section to hold the content. To set the width of a column 1 Click Properties and choose Set Width. The Column Properties dialog box appears. any content in that section is also included. To specify the width as a percentage of the dashboard page. drag and drop a Section object from the Dashboard Objects area into the column. 3 Click OK. a section is created automatically. enter the number of pixels. Sections are aligned vertically by default. To add a section to a column From the selection pane. 494 CRM On Demand Online Help Release 15 . To break a column Click Properties and choose Insert Column Break. If you break the column again.Dashboards The column is added to the dashboard page. for example. The column is highlighted when you are at an appropriate location in the column to drop the section. If you drag a section from one column into another column. 20%. the column layout reverts to the previous layout. 200.

Saving Changes to Interactive Dashboard Pages You can save your changes at any time. To save changes to an interactive dashboard page Perform one of the following actions: Click Save. then select Guided Navigation. You can use this functionality to guide users as they view the dashboards. To create and edit interactive dashboards. For information on navigating to the dashboard editor. filter or request. Before you begin. 2 3 On the Dashboard Editor page. your changes are saved if you add or edit another page. To make a section appear horizontally Click Properties for the section and choose Arrange Horizontally. In the Guided Navigation Properties dialog box. see Navigating to the Dashboard Editor (on page 492). click Properties for the section that contains the content. your role must include the Manage Dashboards privilege. change the dashboard properties. or modify a prompt. Leave the page that you are working on in the dashboard editor. specify your choices and browse to select the request from the Presentation Catalogue.Adding and Displaying Content on Interactive Dashboard Pages Making Sections Appear Horizontally in Interactive Dashboard Pages The default alignment for sections is to align them vertically. see About Guided Navigation in Interactive Dashboards (on page 512). CRM On Demand Online Help Release 15 495 . For example. For more information about guiding users in this way. To make content appear conditionally on an interactive dashboard page 1 Navigate to the dashboard editor. Making Content Appear Conditionally on Interactive Dashboard Pages You can make an entire section of a dashboard and its content appear conditionally based upon the results returned for a particular CRM On Demand Answers request.

To create and edit interactive dashboards. Click the Properties button for the link. without any links. open documents. and specify what is to happen when a user clicks the links. 496 CRM On Demand Online Help Release 15 . specify your choices in the Guided Navigation Properties area. you can direct users to another Web site or dashboard. 2 3 4 On the Dashboard Editor page. For information on navigating to the dashboard editor. In the Guided Navigation Link Properties dialog box. To create and edit interactive dashboards. For more information about guided navigation. Static links always appear. You can also add an image or text only. To make the link static. see About Guided Navigation in Interactive Dashboards (on page 512). your role must include the Manage Dashboards privilege. You can use this functionality to guide users while they view the dashboards. Before you begin. To add a guided navigation link to an interactive dashboard page 1 Navigate to the dashboard editor. choose the type of link that you want to add: To make the link conditional. your role must include the Manage Dashboards privilege. NOTE: For URLs. For example. Conditional links appear only if the results meet certain criteria. Adding Text Links and Image Links to Interactive Dashboard Pages You can add text links and image links to a dashboard.Dashboards 4 Click OK. provide the full path. specify your choices in the Conditional Link Properties area. 5 Click OK. see Navigating to the Dashboard Editor (on page 492). Adding Guided Navigation Links to Interactive Dashboard Pages Guided navigation links in interactive dashboard pages can be static or conditional. Before you begin. launch applications or perform any other action that your browser supports. drag and drop a Guided Navigation Link object from the selection pane into a section in the dashboard page.

Adding and Displaying Content on Interactive Dashboard Pages To add a text link or image to an interactive dashboard page 1 Navigate to the dashboard editor. specify the destination as a URL. Specify the location as a URL. In the Target area. images. enter the location and name of the image into the Image field. documents. then enter the full path into the field that follows the Destination options. newsgroups. 2 3 From the selection pane on the Dashboard Editor page. specify the destination as Request or Dashboard. If the image is for use in a shared environment. URLs can point to Web sites. the following are examples of valid URLs: http://home.com/index. For an image link. drag and drop a Link or Image object on to a section in the dashboard page. choose whether the destination is to appear in the user's existing browser window or in a new window. A link is defined as any URL (Uniform Resource Locator) that your browser can interpret. document or program. CRM On Demand Online Help Release 15 497 .microsoft. see Navigating to the Dashboard Editor (on page 492). For information on navigating to the dashboard editor. The Link or Image Properties dialog box appears. Click the Properties button for the object. the URL must include http://. Depending on your browser. 4 Specify your choices: For a text link.html ftp://ftp. such as opening a Web site. If you want a caption for the image. The following are examples: http://imageserver/MyImage.com news:news. FTP sites. and so on. then click the Browse button to select the request or dashboard. 5 Specify what is to happen when the user clicks the text or image: To specify that a request or dashboard is to appear when the user clicks the link or image.gif /DashboardFiles/image. enter the text into the Caption field. it must be located on a network drive that is accessible to all users.gif If the image is not on the local server.announce. To specify that another action is to occur. enter a caption for the image in the Caption field and use the Layout drop-down list to choose where the caption is to appear relative to the image.netscape.newusers See the following table for more information about the kinds of internal or external content to which you can link.

gif Local or shared document If the document is for use in a shared environment. without any links. Choose a new window when you want the action to take place in a new browser window. a graphic file that contains a map from the airport to your corporate headquarters. TIP: When choosing whether the destination is to appear in the user's existing browser window or in a new window. The following table shows link options for adding a text link or image using the dashboard editor. For example.doc.doc 498 CRM On Demand Online Help Release 15 . and so on. and map the virtual directory to a shared network directory of the same name. such as your intranet site. or address. and then paste it.doc For a shared document. a Microsoft Word document containing your company's annual report. note the following information. you can enter the relative address of the file. For every action except sending mail and executing a program. a slide presentation introducing a new product. NOTE: To add text or an image only. specify the UNC name. This virtual directory allows users with the appropriate permissions to publish files to this folder. you can omit the http:// portion of the address if the URL resides on your Web server. a sample location might be: c:\mycomputer\reports\report. \DashboardFiles\AnnualReport. Choose the current window when you want the action to occur in the display pane of the dashboard. You can copy the destination address from your browser's address or location box. Examples of the kinds of documents that you can open are spreadsheets containing recent sales reports.doc instead of \\SharedServer\CommonShare\DashboardFiles\AnnualReport. For a Web site. If the URL resides on your organisation's Web server. for example: \\ALLUSERS\reports\report. but in the background. Link Option Web site or document Comments You must locate the URL. and reference these files by their relative URL names rather than by their fully qualified network share names. for example. leave the field that follows the Destination options blank. if the document is for your use only. 6 Click OK. you can control how the link is to appear. For example: \DashboardFiles\Logo. The dashboard remains active. for the site or document.Dashboards NOTE: Your company administrator can create a virtual directory called \DashboardFiles on the Presentation server for shared documents. it must be located on a network drive that is accessible to all users.

For example. for example: \\ALLUSERS\SOFTWARE\MSOFFICE\OFFICE\WORD\winword. see Navigating to the Dashboard Editor (on page 492). To add a view of a Presentation Catalogue folder to an interactive dashboard page 1 Navigate to the dashboard editor. Execute a program If the program is for use in a shared environment.exe For a multiuser-licensed program on a shared drive. a sample location might be: c:\MSOFFICE\OFFICE\winword. javascript:window. it must be located on a network drive that is accessible to all users.reload() In the Target area. Adding Views of Presentation Catalogue Folders to Interactive Dashboard Pages You can add a view of a CRM On Demand Presentation Catalogue folder and its contents. choose the option Current Window. For information on navigating to the dashboard editor. to a dashboard.Adding and Displaying Content on Interactive Dashboard Pages Link Option Send email to a specified user Comments You must know the mailto URL. 2 From the selection pane.location. To create and edit interactive dashboards. the browser launches the email application with the To: field filled in (the browser controls the launching of the email program).com When the user selects this link. For example.exe Refresh your browser using JavaScript Your browser must support JavaScript in order to use the following example. CRM On Demand Online Help Release 15 499 . if you have a collection of saved requests that you run frequently. Before you begin. specify the UNC name for the location. navigate to a saved request and click it to run it. drag and drop a Folder object on to a section in the dashboard page. such as saved requests. your role must include the Manage Dashboards privilege. You can use this feature to download and run an application (the operating system controls the launching of the application). for example: mailto:support@oracle. if you want to launch Microsoft Word for your use only. you can open the folder in the dashboard.

you can browse by looking for the Presentation Catalogue folder that the content is stored in. see Editing the Properties of Interactive Dashboard Prompts and Reports (on page 501). Click OK to save the properties. For information about editing the properties of dashboard prompts and reports. Adding Content Saved in the Presentation Catalogue to Interactive Dashboard Pages You can add content that you or someone else has already saved in a shared folder or dashboard. If the content changes. your role must include the Manage Dashboards privilege. Before you begin. 4 5 Browse to select the folder and click OK. such as dashboard prompts and reports. To create and edit interactive dashboards. and drag and drop it into a section in the dashboard page. see Navigating to the Dashboard Editor (on page 492). To locate the content. To add content saved in the Presentation Catalogue to interactive dashboard pages 1 Navigate to the dashboard editor. 2 From the selection pane on the Dashboard Editor page. 3 500 CRM On Demand Online Help Release 15 . Locate the content that you want to add. For information on navigating to the dashboard editor. or for the dashboard that it appears on. This step adds a shortcut to the content that was saved in the Presentation Catalogue. in the Saved Content area.Dashboards 3 Click the Properties button for the folder. The Folder Properties dialog box appears. the change will be reflected on the dashboard page. navigate to the folder or dashboard that contains the content you want to add to the dashboard.

click Drill in Place to select it. CRM On Demand Online Help Release 15 501 . To replace the dashboard with the new results. any other changes that you made to the page you are working on are also saved. To create and edit interactive dashboards. Editing the Properties of Interactive Dashboard Prompts and Reports You can edit the properties of interactive dashboard prompts and reports added to a dashboard from the Presentation Catalogue. The option is set at the section level. replacing the original report. Before you begin. 2 On the Dashboard Editor page. For information on navigating to the dashboard editor. NOTE: When you edit the properties of interactive dashboard prompts and reports as described here. your role must include the Manage Dashboards privilege. The area occupied by the original report is resized automatically to hold the new results. see Navigating to the Dashboard Editor (on page 492). This is the default behaviour. A check mark appears next to this option when it is selected.Adding and Displaying Content on Interactive Dashboard Pages Controlling How Results Are Displayed When Users Drill Down in Interactive Dashboard Pages You can control how results are displayed when a user drills down on a report in an interactive dashboard. which means that it applies to all drillable reports within the section. This behaviour is controlled by the Drill in Place option in the dashboard editor. To control how results are displayed when users drill down in interactive dashboard pages 1 Navigate to the dashboard editor. Users can click the browser's Back button to return to the original report or the dashboard. This is the default behaviour. The entire dashboard can be replaced with the new results. click the Properties button for the section and make your selection for the Drill in Place option: To show the new results directly in the dashboard. click Drill in Place to remove the check mark. The results can be displayed in one of the following ways: The new results can be displayed directly in the dashboard.

Modify Request 502 CRM On Demand Online Help Release 15 . Report Links This option opens the Report Links dialog box. To edit the properties of an interactive dashboard prompt 1 Navigate to the dashboard editor. For information on navigating to the dashboard editor. To create and edit interactive dashboards. where you can select the links that you want to appear with the report on the dashboard page. and you can specify whether the results are to be shown in the dashboard or in a separate window. To edit the properties of a report 1 Navigate to the dashboard editor. the request will be executed automatically and the results displayed directly in the dashboard. you can select to display the request as a link that users must click to execute the request. see Navigating to the Dashboard Editor (on page 492). click the Properties button for the dashboard prompt and click Modify. see Navigating to the Dashboard Editor (on page 492). your role must include the Manage Dashboards privilege. You can select the view that you want to see.Dashboards Before you begin. This option is selected by default for reports. 3 4 Make your changes to the dashboard prompt. Show View This option shows the available views of the report constructed in CRM On Demand Answers. Select the property that you want to modify: Display Results If you select the Embedded in Section option. The Dashboard Prompt page appears. Alternatively. 2 3 On the Dashboard Editor page. 2 On the Dashboard Editor page. Click Save to save the dashboard prompt. For information on navigating to the dashboard editor. click the Properties button for the report.

5 In the Border area. Before you begin. colour and style of the cell. your role must include the Manage Dashboards privilege. Vertical alignment does not have any impact unless the column spans multiple rows of the other columns. The formatting affects the visual appearance of the columns and sections on a dashboard. style (such as bold) and any effects that you want to apply (such as underlining).and control over . TIP: You can select or deselect custom borders by clicking the top.Adding and Displaying Content on Interactive Dashboard Pages This option displays the Criteria tab in CRM On Demand Answers. When selections for horizontal and vertical alignment appear. In the Font area. such as cell padding. NOTE: For some items. a formatting dialog box provides access to . CRM On Demand Online Help Release 15 503 . left and right borders near the Position drop-down list. To create and edit interactive dashboards. make your selections for the font family. 4 In the Cell area. 2 3 In the Dashboard Editor page. the most common justification is right. For information on navigating to the dashboard editor. the most common justification for text data is left. cell and border controls. Applying Formatting to Interactive Dashboards In the dashboard editor in CRM On Demand Answers. the dialog box displays different options. Vertical alignment does not have any impact unless the column spans multiple rows of other columns. background colour. where you can modify the request that generates the report. and additional formatting options.the visual attributes of dashboards. colour. make your selections for the border position. Depending on the object that you are formatting. For numeric data. click the Properties button for a column or section and choose the Format Column or Format Section option. set up the alignment and background colour. To apply formatting to an interactive dashboard 1 Navigate to the dashboard editor. bottom. see Navigating to the Dashboard Editor (on page 492). such as background colour and borders. they are similar to text justification selections in word processors. such as font. NOTE: For horizontal alignment. size. this option is not available.

Before you begin.Dashboards 6 To format spacing within the cell. 2 3 4 In the Dashboard Editor page. and the space above. If the dashboard object that you delete is already saved in the CRM On Demand Presentation Catalogue. below. Deleting Dashboard Objects You can delete dashboard objects from interactive dashboard pages. Click OK. click Additional Formatting Options and specify values for the width and height of the cell contents. To rename a dashboard object on an interactive dashboard page 1 Navigate to the dashboard editor. style or style sheet. make your selections in the Custom CSS Style Options area: a b Click the settings that you want to use. Renaming Dashboard Objects Dashboard objects on an interactive dashboard that do not already have a name are assigned a default name. the object is deleted from the dashboard page only. Values are specified in pixels. such as Section 1. 8 Click OK. Link 1. see Navigating to the Dashboard Editor (on page 492). 7 To override the style and class elements specified in Siebel CRM On Demand Answers style sheets. and so on. For information on navigating to the dashboard editor. In the Rename dialog box. left and right of the contents. your role must include the Manage Dashboards privilege. NOTE: The advanced style formatting options are for users who know how to work with cascading style sheets. click the Rename button for the dashboard object. It is not deleted from the Presentation Catalogue (note 504 CRM On Demand Online Help Release 15 . enter a new name for the dashboard object. You can rename dashboard objects to assign meaningful and descriptive names. To create and edit interactive dashboards. Provide the location of the class.

and you can delete. your role must include the Manage Dashboards privilege. The Dashboard Properties page appears. your role must include the Manage Dashboards privilege. such as the style to use. For information on navigating to the dashboard editor. see Navigating to the Dashboard Editor (on page 492).Changing the Properties of Interactive Dashboards that users with the appropriate permissions can edit the contents of the Presentation Catalogue by clicking Manage on the Catalogue tab in the selection pane in CRM On Demand Answers). NOTE: When you delete a column. 2 In the Dashboard Editor page. Before you begin. For information on navigating to the dashboard editor. Changing the dashboard properties automatically saves any changes you made to the page that you were working on. Before you begin. see Navigating to the Dashboard Editor (on page 492). To delete a dashboard object from an interactive dashboard page 1 Navigate to the dashboard editor. click Delete for the dashboard object. the other columns on the page might be resized automatically to maintain the column alignment. 2 Click the Dashboard Properties icon near the top of the Dashboard Editor page. To create and edit interactive dashboards. CRM On Demand Online Help Release 15 505 . To access the Dashboard Properties page for an interactive dashboard 1 Navigate to the dashboard editor. Changing the Properties of Interactive Dashboards You can set the properties for the entire dashboard. reorder and hide pages. To create and edit interactive dashboards.

Reordering and Hiding Interactive Dashboard Pages This topic provides procedures that describe how to rename. and confirm the deletion when prompted. The pages are listed in the same order as their tabs. This action creates a shortcut with the old name that points to the renamed dashboard in the Presentation Catalogue. To add a description for an interactive dashboard Enter a description for the dashboard in the Description box on the Dashboard Properties page. When you rename a dashboard. click the Rename icon to open the Rename Item page. you can hide it from users until your changes are complete.Dashboards Selecting a Style for an Interactive Dashboard Styles control how dashboards and results are formatted for display. To select a style for an interactive dashboard In the General Properties area of the Dashboard Properties page. CAUTION: You cannot undo the actions described in the following procedures by clicking Cancel. If you are working with a dashboard page. 506 CRM On Demand Online Help Release 15 . Adding a Description for an Interactive Dashboard Descriptions are stored but do not appear on the dashboards. click the Delete icon. To delete an interactive dashboard page In the Dashboard Pages section of the Dashboard Properties page. CRM On Demand provides predefined styles that you can chose from. and follow the instructions given on that page. select the style that you want to use from the Style drop-down list. Deleting. Initially. The Dashboard Pages area of the Dashboard Properties page shows you the pages for the dashboard. delete. Renaming. reorder and hide interactive dashboard pages. results are formatted using a default style. you can preserve users' references to the old name. To rename an interactive dashboard page In the Dashboard Pages section of the Dashboard Properties page.

The Security icon in the Dashboard Pages section of the Dashboard Properties page is disabled. The PDF and Print Control dialog box appears. select the Hide Page check box for the page. Changing PDF and Printing Options on Interactive Dashboards You can specify the page settings and header and footer content for the PDF output from an interactive dashboard. Header and footer formatting appear in HTML and PDF output. the tab for the page moves to the left. The page remains visible to any users currently viewing it. CRM On Demand Online Help Release 15 507 . see Navigating to the Dashboard Editor (on page 492). click the down arrow for the page in the Dashboard Pages section of the Dashboard Properties page.Changing PDF and Printing Options on Interactive Dashboards To reorder an interactive dashboard page To move a dashboard page up in the list. NOTE: The print selections that you specify apply to PDF output only. 2 Click the PDF and Print Control Properties icon near the top of the workspace. To move a dashboard page down in the list. To hide an interactive dashboard page In the Dashboard Pages section of the Dashboard Properties page. For information on navigating to the dashboard editor. 3 Make your selections for the page settings. Dashboards and views are printed in Adobe Acrobat PDF format. the tab for the page moves to the right.0 or greater is required to print using Adobe PDF. Adobe Reader 6. NOTE: You cannot change the permissions on a dashboard page. If you print the PDF on a local or network printer. On the dashboard. To change PDF and print options 1 Navigate to the dashboard editor. click the up arrow for the page in the Dashboard Pages section of the Dashboard Properties page. such as the selection for paper size. On the dashboard. the print selections specified in your browser are effective.

7 When you have finished. the variable can also be referenced in various areas of a report. if the prompt contains columns for Year. or the filter condition has to be set to Is Prompted. Creating Prompts for Interactive Dashboards A dashboard prompt filters the results of the embedded requests to show only the results that match the prompt criteria. By selecting the Constrain check box for District. The common formatting dialog box appears. For example. click OK. If you declare a presentation variable in a dashboard prompt. and the next column filters on District. and Constrain is checked for District. in the projection list or in the filter. The columns in the request must have the filters set. click Cosmetic Formatting. you can constrain users' choices for the subsequent selections. Use the options in the dialog box to construct the header or footer. the values shown in District are limited by the values entered in Region and Year. Columns contained in the prompt that are not included in the request will not filter the request. suppose one column filters on Region. After you create a dashboard prompt. If the user chooses the east region from the Region prompt. you can add it to a dashboard.Dashboards 4 5 To add a header or footer. save it in a shared folder. NOTE: The constrained columns are constrained by all the other columns in the prompt. see Applying Formatting to Interactive Dashboards (on page 503). select the appropriate option and click Edit. Every column contained in the dashboard prompt must be contained. 508 CRM On Demand Online Help Release 15 . The user's selections determine the content of the reports embedded in the dashboard or dashboard page. For more information on cosmetic formatting. If you include multiple columns in a dashboard prompt. For example. you can constrain the District column to show only districts consistent with the user's selection for Region. 6 To apply cosmetic formatting to a header or footer element. A dashboard prompt can filter all the requests embedded in a dashboard or requests on certain dashboard pages only. After you save a dashboard prompt. Region and District. Before you begin. your role must include the Manage Dashboards privilege. in each request that you want the prompt to filter. the District prompt shows the districts in the east region only. then specify how the prompt appears on the dashboard and how users select the values. You select the columns and operators for the dashboard prompt. Headers and footers can each contain up to three lines. To create and edit prompts for interactive dashboards. The value entered at the dashboard prompt can then be displayed (using the presentation variable) in request results displayed in the dashboard.

A list of subject areas is displayed. To select a column to use as a filter in the dashboard prompt. click Delete for that column. For example. NOTE: If the column is also included in a column filter prompt in an embedded request. Click the Design Analyses link. select the subject area that contains the column that you want to use as the filter. The choices are to select the value from a calendar. then. then click the New Dashboard Prompt icon at the top of the section. It is recommended that you limit the number of columns to nine or less. All columns in a dashboard prompt must come from the same subject area. Select the operator that you want to use from the Operator drop-down list. 5 6 In the Scope drop-down list on the Dashboard Prompt page. a drop-down list or a multiple list of values. Setting the value to Is Prompted will not prefilter the current column. If you want to remove a column from the prompt. 3 In the CRM On Demand Answers window. CRM On Demand Answers is displayed in a separate window. NOTE: The number of columns that you include in a dashboard prompt can affect performance. click any subject area. indicate which values you want to appear in the drop-down list. 4 From the list of subject areas. d If you choose a drop-down list. 7 Make your selections for the following options: a Click Edit Formula to display the Edit Column Formula dialog box where you can modify the formula for the column. or type it into an edit box. b c CRM On Demand Online Help Release 15 509 . and all columns in the dashboard prompt must be included in the embedded requests that you want the dashboard prompt to filter. specify whether the dashboard prompt applies to the entire dashboard or a dashboard page. You can add multiple columns to a dashboard prompt.Creating Prompts for Interactive Dashboards To create a prompt for an interactive dashboard 1 2 Click the Reports tab. its value must be set to a filter in the Create/Edit Filter dialog box in order for the dashboard prompt to filter the embedded request. columns that show values in a drop-down list require a request to the CRM On Demand server to populate the list. click the column name in the selection pane. in the Show list. Select the Control type to indicate how users select the value for the filter. The Dashboard Prompt page appears.

you can choose whether to populate a variable for the dashboard prompt using a server request variable or a presentation variable. all choices or a specific value. You might also want to indicate in the name whether the dashboard prompt is for an entire dashboard or for a dashboard page. For example. If you select a specific value. a field appears in which you can type the value. If you choose either Server or Presentation to declare a variable for this prompt. NOTE: If you save a dashboard prompt in a personal folder. 3 (Optional) Type a description in the Description box. To save a prompt for an interactive dashboard 1 2 When you have finished creating the dashboard prompt. an additional field appears where you declare the variable name. If you set a server variable. type a name to use for the filter label. the column label is used as the filter label. You can show the report defaults. 510 CRM On Demand Online Help Release 15 . it will explicitly override the value of this variable set using the initialisation block.Dashboards You can show all values or develop an SQL statement to limit the drop-down list to certain values. Leave the field blank if you do not want to declare a variable name for this prompt. select the Constrain check box. if you choose Presentation from the drop-down list. click Save. click the box in the Group list. h In the Label box. click Preview (if available). f 8 To reorder columns in the prompt. g In the Set Variable list. e To constrain the choices for a column depending on the selection the user makes from the previous column. 9 If you want the selected prompt and all other prompts that follow it to appear on a new line in the filter. choose the value that you want users to see initially. click Order By. you cannot add the prompt to a dashboard until you move it to a shared folder. This action controls the order in which the selections appear to users. In the Default to list. In the Choose Folder dialog box. 10 To preview how the prompt will appear on the dashboard. save the dashboard prompt to a shared folder and give the dashboard prompt a descriptive name. you might type myFavouriteRegion to declare this as a presentation variable. A variable declared here can be referenced in requests when viewed in a dashboard. If you leave the Label box empty.

If the dashboard prompt's scope is set to Page. On the Manage Dashboards page. On the Dashboard page. the value selected for the dashboard-level prompt overrides the values for the page-level dashboard prompts. 2 3 From the selection pane on the Dashboard Editor page. navigate to the folder containing the dashboard prompt that you want to add. click the Manage Dashboards link. Click the Design Analyses link. If the dashboard prompt's scope is set to Dashboard. the dashboard prompt affects only the pages to which you add it. To create and edit interactive dashboards. 3 4 In the CRM On Demand Answers window. To change the name or description of an interactive dashboard 1 2 3 Click the Dashboard tab. Click the dashboard prompt to edit it. To add a prompt to an interactive dashboard or dashboard page 1 Navigate to the dashboard editor. Changing the Name or Description of an Interactive Dashboard Before you begin. your role must include the Manage Dashboards privilege. CRM On Demand Online Help Release 15 511 . For information on navigating to the dashboard editor. see Navigating to the Dashboard Editor (on page 492). If a dashboard prompt's scope is set to Dashboard. the dashboard prompt affects every page of the dashboard.Changing the Name or Description of an Interactive Dashboard To edit a prompt for an interactive dashboard 1 2 Click the Reports tab. in the Saved Content area. click the edit link of the dashboard that you want to change. CRM On Demand Answers is displayed in a separate window. Drag and drop the dashboard prompt into a section in the dashboard page. but does not appear on every dashboard page. click the Open Analysis link and locate the prompt in the folder in which it was saved.

then click Save. the results on the dashboard always include a link to another request. Viewing Dashboards CRM On Demand provides a number of prebuilt dashboards. select the dashboard that you want to view. NOTE: If your role does not allow you to view a certain report on a dashboard. Related Topics Steps for Dashboards 489 About Guided Navigation in Interactive Dashboards Guided navigation can help users to understand business issues and to determine the appropriate actions that they should take. change the name or description as needed. by guiding their exploration of the results obtained from reports. When specified for a request. which group reports into business areas. you see an error message on the dashboard where the report would have been displayed. In addition. Click Show. another dashboard or a URL. 512 CRM On Demand Online Help Release 15 . it allows users to see and analyse related issues by navigating to a related set of results. There are three types of guided navigation: Guided navigation using static links. When guided navigation is based on common scenarios and best practices for your industry or organisation. or if a report was deleted after it was added to the dashboard. a dashboard or URL. In the Select Dashboard drop-down list. For example. To view a dashboard 1 2 3 Click the Dashboard tab. a report that shows trends in gaps in customer satisfaction can always appear with a link to a report that shows customer satisfaction by product line. The dashboard appears. This topic describes how to view prebuilt and interactive dashboards. Guided navigation is specified using the dashboard editor in CRM On Demand Answers.Dashboards 4 On the Dashboard Edit page. users whose role has the Manage Dashboards privilege can create interactive dashboards.

Guided navigation using conditional sections. if the number of open critical service requests exceeds a certain threshold.About Guided Navigation in Interactive Dashboards Guided navigation using conditional links. For information about the dashboard editor. When specified for a request. a dashboard section that contains links to the related reports and tools can appear. dashboard or URL appears only if the results meet certain criteria. CRM On Demand Online Help Release 15 513 . For example. the result set can include a link to a report that shows customer satisfaction by employee. The display of static links does not generally affect the dashboard rendering time. The display of numerous conditional links or sections can affect the dashboard rendering time. see Adding and Displaying Content on Interactive Dashboard Pages (on page 491). if the results show that sales are down by 15 percent or greater in the past week. Entire dashboard sections can appear based upon the results returned for a particular request. For example. a link to another request.

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For instructions. see the following sections: This section Company Administration (on page 519) Describes the following tasks Setting Up Your Company Profile and Global Defaults (on page 519) Activating Languages (on page 526) Verifying Licence Statuses and Active Users (on page 527) Defining Your Company's Password Controls (on page 529) Resetting All Passwords (on page 532) Reviewing Sign-In Activity for a User (on page 608) Restricting Use to IP Addresses (on page 534) Reviewing Your Company's Resource Usage (see "Reviewing Your Company’s Usage of PIM Sync" on page 534) Publishing Company-Wide Alerts (on page 535) Managing Currencies (on page 536) CRM On Demand Online Help Release 15 515 .C H A P T E R 2 2 22 Administering Siebel CRM On Demand Use the Administrator pages to set up and customise Siebel CRM On Demand.

Administering Siebel CRM On Demand This section Application Customisation (on page 540) Describes the following tasks Tasks for Record Type Setup Creating and Editing Fields (on page 550) Setting Up Custom Field Integration Tags (on page 553) Setting Up Web Links (on page 554) Renaming Fields (on page 556) Using Indexed Custom Fields (on page 557) Reverting Settings to Defaults (on page 559) Changing Picklist Values (on page 559) Customising Static Page Layouts (on page 561) Renaming Field Section Titles (on page 564) Creating Web Applets (on page 565) Defining Cascading Picklists (on page 566) Managing Search Layouts (on page 567) Managing List Access and List Order (on page 569) Creating Homepage Custom Reports (on page 570) Creating Record Homepage Layouts (on page 571) Customising the Audit Trail (on page 573) Specifying Dynamic Page Layouts (on page 574) Managing the Behaviour of Lookup Windows (on page 576) Tasks for Application Setup Displaying External Web Pages in Tabs (on page 577) Creating Global Web Applets (on page 584) Customising My Homepage for Your Company (on page 585) Enabling Custom Reports in My Homepage (on page 586) Renaming Record Types (on page 587) Changing the Icon for a Record Type (on page 589) Adding Record Types (on page 589) 516 CRM On Demand Online Help Release 15 .

Categories and Coaches (on page 636) Customising Your Company's Industry List (on page 644) Creating Workflow Rules (on page 647) Creating Workflow Rule Actions (on page 649) Changing the Order of Workflow Rule Actions (on page 652) Data Management Tools (on page 653) Preparing for Data Importing (on page 655) Linking Records During Import (on page 657) Importing Your Data (on page 735) Reviewing Import Results (on page 739) Exporting Your Company's Data (on page 746) Reviewing Export Results (on page 748) Managing Integration Event Settings (on page 751) CRM On Demand Online Help Release 15 517 .About Guided Navigation in Interactive Dashboards This section User Management and Access Controls (on page 592) Describes the following tasks Setting Up Access Profiles (on page 596) Adding Roles (on page 598) Setting Up Users (on page 601) Setting Up Users' Sales Quotas (on page 606) Changing a User's User ID (on page 607) Resetting a User's Password (on page 608) Reviewing Sign-In Activity for a User (on page 608) Deactivating Users (on page 609) Setting Up Groups (on page 609) Setting Up Territories (on page 612) Setting Up Books (on page 615) Data Rules and Assignment (on page 621) Setting Up Assignment Rules (on page 625) Mapping Additional Fields During Lead Conversion (on page 630) Setting Up Forecast Generation (on page 631) Setting Up Sales Processes.

see Creating Expressions with Expression Builder (on page 767). 518 CRM On Demand Online Help Release 15 . administrators can usually perform the following: Create custom reports for their own use or for company-wide distribution. Create filtered lists for company-wide distribution. For instructions.Administering Siebel CRM On Demand This section Content Management (on page 752) Describes the following tasks Setting Up Product Categories (on page 753) Setting Up Company Products (on page 754) Managing Your Company's Attachments (on page 756) Setting Up Assessment Scripts (on page 757) Setting Up Report Folders (on page 350) Web Services Integration (on page 764) Downloading WSDL (on page 764) Reviewing Web Services Utilisation (on page 765) Smart Call Management Managing Smart Calls (on page 766) In addition. Using Administrator Templates During Setup You can download administrator setup templates to help you organise your company's information and implement Siebel CRM On Demand effectively and efficiently. see Working with Lists (on page 39). see About Reports (on page 348). To access administrator setup templates 1 Click the link for the template that you want. you can use the Excel spreadsheets as a reference during setup and customisation of the application. After you have entered your information. For instructions. For information about using the Siebel Query Language Expression Builder.

2 3 In the File Download dialog box. Global Defaults. to perform the procedures described in the Company Administration section. CAUTION: The company administrator can change the Country setting. your role must include the Administer Company Profile privilege. Open the saved file. Unless otherwise indicated. You can define your company-wide defaults. You can enter or edit your company name. click the Save button to save the template to your computer. shipping and invoicing addresses.Company Administration Links are visible in this topic within the online help. If you signed up for a trial period. which users can override. phone number and primary contact. Company Information. notify Customer Care so that it can take the necessary steps to update your CRM On Demand Online Help Release 15 519 . Company Administration Before you begin. some information about your company is carried over from your sign-up data. Click a topic to see step-by-step instructions for the procedures pertaining to Company Administration: Setting Up Your Company Profile and Global Defaults (on page 519) Activating Languages (on page 526) Verifying Licence Statuses and Active Users (on page 527) Defining Your Company Password Controls (see "Defining Your Company's Password Controls" on page 529) Resetting All Passwords (on page 532) Reviewing Sign-In Activity for All Users (see "Reviewing Sign-In Activity for a User" on page 608) Restricting Use to IP Addresses (on page 534) Reviewing Your Company's Resource Usage (see "Reviewing Your Company’s Usage of PIM Sync" on page 534) Publishing Company-Wide Alerts (on page 535) Managing Currencies (on page 536) Setting Up Your Company Profile and Global Defaults Both company information and global defaults are set through the Company Profile page. If you change the Country setting.

To perform this procedure. Save the record.Administering Siebel CRM On Demand Time Zone setting. currency. For information on how to add languages. Defaults to ADMIN or to the alias of the first user from your company who signs in. click the Admin global link. When creating new users this is the first portion of the User Sign In ID (Company Sign In ID/User ID) for the user. In the Company Profile section. but can be changed to any user. Default Locale The regional settings used as the default settings for your users. contact Customer Care. This table describes some of the fields that appear. On the Company Profile page. see Activating Languages (on page 526). read About Profile Settings for Users (on page 296). click the Company Profile link. To update this field. 520 CRM On Demand Online Help Release 15 . Language. To understand the effect of these settings. time. Currency and Time Zone can only be changed by contacting Customer Care. Users can change the setting for their own use at any time from the User Profile page. Before you begin. as well as your reports and dashboards. numbers and phone numbers. These settings determine the formatting for dates. click the Company Administration link. click the Edit button and make changes. your role must include the Administer Company Profile privilege. Primary Contact Company Settings Default Language The language used as the default language for your users. In the Company Administration section. You can activate additional languages so that users can change the setting for their own use. To edit your company profile 1 2 3 4 5 In the upper right corner of any page. Field Description Company Key Information Company Sign-in ID A unique identifier for your company. Product update and other important information are sent to the primary contact.

If wild cards are used. which the system displays in the Search box. To update this field. However. To update this field. which is set on the User Profile page To update this field. the currency set here determines the default currency used for forecasts. contact Customer Care.Company Administration Field Description Default Currency The currency used as the default currency for your users. This search may impact performance. This setting affects reports that measure revenue against your fiscal year. This allows the user to type in anything within the single text box with each word containing wildcards. Keyword Search. Users in other regions can choose to use their local time zone. Fiscal Year Begins This field is set initially when your company is created and cannot be changed by the company administrator. When a user enters a value in the single box. For more information. such as forecast generation. Global Search Method Select which search method you want to make available to your users in the Search box in the action bar: Targeted Search. When a user enters values in several fields. This is the default setting provided with the application. it acts as an "and" condition. see Finding Records (on page 17). Searches certain fields to find matches. it acts as an "or" condition. Default Time Zone Default time zone for your company. which are company-wide. Searches records on the default fields specific to each record type. the application does a substring match. Contact Customer Care to find out this time zone. CRM On Demand Online Help Release 15 521 . The system displays the records with fields that match the beginning values of all words within the text box. You can activate additional currencies so that users can change the setting for their own use (see Managing Currencies (on page 536)). contact Customer Care. contact Customer Care. Some functions. The system displays the records with a matching value in any of the default search fields. use the time zone of the hosting facility instead of this default time zone.

Company Data Visibility Settings Manager Visibility Enabled Select this option to allow managers to see the records of the users that report to them. the probability is not updated as part of the action. 522 CRM On Demand Online Help Release 15 . Users can override this default in the Personal Profile. of Auditable Fields Message Centre Enabled Enables or disables the inline editing feature. Contact Customer Care if you want to suggest other themes or if you want to submit your own themes to use in the application. which is shown as a read-only field. NOTE: The Update Opportunity Totals button is located on the Opportunity Detail page. NOTE: The default theme for new users is contemporary and the default theme for existing users is classic. A user's manager is determined by the Reports To field on the User Detail page.Administering Siebel CRM On Demand Field Description Product Probability Averaging Enabled Determines how the opportunity probability is updated when the user clicks the Update Opportunity Totals button: If selected. in the title bar in the Products related information section. The theme name determines the look-and-feel of the application. Your choice of theme has no effect on how the application behaves. Inline Edit Enabled Max No. Controls whether: The Message Centre appears in the Action bar. Maximum number of auditable fields. The Notes icon and list of notes is available in Record detail pages Users can use the Message Centre widget Company Theme Setting Theme Name You set up the default theme by clicking the Theme Name drop-down list and then selecting the theme that you want. the opportunity probability is calculated based on the weighted average of probability for each of the linked products: Opportunity Probability = SUM(Product Expected Revenue)/SUM(Product Revenue) If not selected.

Only a company administrator can set this option. if they exist). Controls whether the Look in selector displays books. see Setting Up Groups (on page 609). You can see the current setting at the top of the page when you edit the Company Profile. Workflow Enabled If your company has been set up to allow workflow. Only a company administrator can select this option. This setting can be activated once you have created the workflow conditions that you want to deploy. this setting is displayed. CRM On Demand Online Help Release 15 523 . only Customer Care can set the timeout value. Display Look In Selector Book Enabled Integration Settings Allow Bulk Data Load Allows a Customer Care agent or an Oracle consultant for your Siebel CRM to import large amounts of data for your company. For more information. contacts and opportunities.Company Administration Field Description Default Group Assignment Select this option to allow group members to share ownership of tasks. If this check box is not enabled. the selector displays only users (and delegates. Company Security Settings Company Idle Timeout (minutes) Time allowed before the user's session ends due to inactivity. The maximum timeout is set by the hosting partner. Enables or disables the Look in selector which is used to narrow searches on records to particular books. accounts. Allow Bulk Data Load Expiry Sets an expiry date for allowing a Customer Care agent or an Date Oracle consultant for your Siebel CRM to import large amounts of data for your company.

If a user who has signed in using SSO signs out and this setting is blank.All users must sign in using their CRM On Demand User ID and password. if the user originally signed into CRM On Demand using Single Sign-On. This value can only be assigned by Customer Care. Typically. CRM On Demand User IDs and passwords are not accepted." 524 CRM On Demand Online Help Release 15 . Sign In Page for UserID/Pwd URL to a company-specific custom Sign In page. This value cannot be changed by the company administrator. If the user's value is blank. Authentication Type can be set for each-user by the company administrator.Either CRM On Demand User ID and password or single sign-on may be used to sign in to CRM On Demand. It is the company's responsibility to direct their users to initially sign in using this page rather than the default CRM On Demand page. which replaces Authentications the default Siebel CRM On Demand Sign In page. although External Identifiers may be set for each user on the User Profile page. It is the company's responsibility to direct users to initially sign in using their SSO Sign In page. The following values are possible: User ID/Password Only . Sign In Page for SSO Authentications URL to a company-specific custom Sign In page that is displayed after a user signs out or the user's session ends due to inactivity. The URL must be fully qualified (begin with http:// or https://). The URL must be fully qualified . rather than the default CRM On Demand page. User ID/PWD or Single Sign-On .(the URL must begin with http:// or https://). This page is displayed after a user signs out or the user's session ends because of inactivity. Typically. External Identifier for Single Sign-On Unique company identifier assigned by Customer Care when Single Sign-On is configured for the company. on the User Profile page. a generic page is displayed with the message {\f2 "}You have been signed out. then the company-level setting is used for that user.Administering Siebel CRM On Demand Field Description Authentication Type Displays which authentication types are allowed for your company.All users must sign in using your company's single sign-on mechanism. the page is hosted on a company Web server for example the company's Single Sign-On portal. the page is hosted on a company Web server. Single Sign-On Only .

Allows you to see your own data. the company-wide setting that is set up by your company administrator applies. For more information on reports. particularly the About Visibility to Records topic. Select this option to disable PIM Sync Account Matching. These reports provide real-time analyses of data. and standard account matching methods are bypassed. plus data shared with you by the Account and Opportunity Team.Allows you to see your own data. assigned by Customer Care when Single Sign-On is configured for the company. When the flag is set. plus data directly owned by your subordinates (this is the default setting). You can select one of the following values: Manager Visibility .Company Administration Field Description ITS URL for SSO Authentications SAML Intersite Transfer Service URL that is used for Single Sign-On to Siebel CRM On Demand. See Restricting Use to IP Addresses (on page 534). The URL should be fully qualified (it should begin with http://). see Reports (on page 347). IP Address Restrictions Enabled Alternate PIM Sync Download URL This setting is rarely used. set this value to the URL for your custom client download. This value cannot be changed by the company administrator. If you do not define the Reporting Subject Areas setting. CRM On Demand Online Help Release 15 525 . Team Visibility . Siebel PIM Sync On Demand does an exact link of contacts with accounts in CRM On Demand. If your company is using a custom PIM Sync client or created the installation rather than the standard CRM On Demand PIM Sync client. the PIM's Company field is mapped to the PIM Company Name field on the On Demand Contact record. Disable PIM Sync Extended Account Association Disable PIM Sync Account Association When this option is selected. Disable Access to PIM Sync Select this option to prevent users from downloading PIM Sync Download Page from within the product and to use the alternate download URL. Analytics Visibility Setting Reporting Subject Areas Use this picklist to set your visibility to real-time report records in Siebel CRM On Demand Answers.

All default text fields supplied with the product. regardless of the language you selected. the company-wide setting that is set up by your company administrator applies. You can select one of the following values: Manager Visibility .This setting combines Manager and Team Visibility. To make the language choices available to your users. plus data directly owned by your subordinates (this is the default setting).Administering Siebel CRM On Demand Field Description Historical Subject Areas Use this picklist to set your visibility to analytics report records in Siebel CRM On Demand Answers. particularly the About Visibility to Records topic. when you customise fields or picklist values. To perform this procedure. Otherwise. you must activate them. Additional Information Licensed Users. These reports deal with historical or trend analyses. or contain more complex calculations than those found in real-time reports.Allows you to see your own data. If you do not define the Historical Subject Areas setting. Full Visibility .Allows you to see your own data. they appear in the original language in blue text within brackets. Initially. NOTE: Some additional fields might appear if your company has certain features turned on. Team Visibility . see Reports (on page 347). plus data shared with you by the Account and Opportunity Team. the only active language is the one that was selected as the company default language when your company signed up for Siebel CRM On Demand. For more information on reports. However. they display your licensed number of users along with the current status of users. 526 CRM On Demand Online Help Release 15 . your role must include the Administer Company Profile privilege. Before you begin. Activating Languages Siebel CRM On Demand is available in several languages. if you want those to appear in their translated versions. Inactive Users These numbers are read-only. you must manually enter the equivalents in other languages. Active Users. such as fields and picklist values. along with online help and tutorials are shown in the available languages.

Verifying Licence Statuses and Active Users You can verify the licence status and compare it to the number of active users. If you need to purchase more licences. click the Company Profile link. To perform this procedure. times and currency are determined by other settings. active and inactive users. About Sign-in and Password Policies Siebel CRM On Demand provides the highest levels of security for your company. In the Company Profile section. In the Company Profile section. your role must include the Manage Company To verify your licence status and active and inactive users 1 2 3 4 In the upper right corner of any page. privilege. Click the Company Administration link. CRM On Demand Online Help Release 15 527 . select the languages that you want to make available to your employees. In the Active column. 5 Save the record. not the Language setting. You need a licence for each active user. click the Company Administration link. click the Admin global link.) The number of licences also determines the amount of data that the application can store for your company. In the Additional Information section on the Company Profile page. In the Company Administration section. (An active user is a user who can access the application. click the Languages link.Company Administration To activate languages 1 2 3 4 In the upper right corner of any page. please contact your Siebel CRM On Demand sales representative. you can free up licences by deactivating them. NOTE: The formats for displaying dates. If you have active users who no longer need access to the application. verify the numbers of licensed. click the Admin global link. Security constraints have been built in to ensure that only authorised users have access to your data. Before you begin.

Password Setting Changes If you make changes to the password settings. And if any of your users forget their password. Security Considerations Before you set up your sign-in and password controls. At that time. You must have the Reset Passwords privilege to do this. you can set the sign-in timeout to 15 minutes to better adhere to your corporate security policies. however. For example. Some of the questions you should answer are: What type of user ID do you want to use? How long do you want a user's system-generated temporary password to be valid for? What will be the maximum number of sign-in attempts that is allowed before a user is locked out of the application? How long will the sign-in lockout last? How often do you want users to change their passwords? Do new passwords have to be different to old passwords? What is the minimum password length? How many security questions must be completed by each user to enable the Forgot Password feature? How many security questions must be answered correctly before the application automatically resets a user's password? Do you want to allow users to change their user IDs or email addresses? When you have defined your sign-in and password policies. you must make a change to your security policy immediately. Forgot Your Password Feature It is highly recommended that you enable the Forgot Your Password feature by setting up the number of security questions and answers that users must provide to have their passwords 528 CRM On Demand Online Help Release 15 .Administering Siebel CRM On Demand In addition. you can implement them in the Company Administration pages in the application. you have the ability to reset all user passwords. For example. they can receive a new one by simply answering a set of validation questions. you can enforce certain sign-in. the system does not enforce the changes until the current passwords expire. It is best to set the internal policy and select the settings before adding new users to the system. the user can use the seven-character password until it expires. This action generates an email to all the users in your company providing them with a new temporary password. the user will have to create a new password of at least 10 characters. If. you need to carefully consider your security needs. if you change the minimum password length from seven characters to 10 and a user already has a seven-character password. password and authentication policies to raise the level of security within your company.

fill in the information and then save the settings. click the Sign In and Password Control link. 529 CRM On Demand Online Help Release 15 . you can set the application's password policy to comply with your company's protocols about how long passwords should be and how often they should expire. On the Company Sign In and Password Control page.Company Administration reset. In the Company Administration section. To define your company password controls 1 2 3 4 In the upper right corner of any page. click the Company Administration link. In the Company Profile section. When new users are created and the Default User ID Type is Company Sign-in ID. When creating new users. The users must also have security questions and answers set up in the system. For example. Defining Your Company's Password Controls You can define the application's password policy. the Company Domain part of the user ID is prepopulated with this value. This setting can also be accessed from the Company Profile page. When this feature is set up. Each user must complete the setup of this feature by selecting the required number of security questions and entering the answers to the questions. click the Admin global link. this identifier will be the first portion of the User Sign In ID (Company Sign-in ID) for the user. Highly Recommended: Enable the Forgot Your Password feature by setting up the number of security questions and answers that users must provide to have their passwords reset. The following table describes the settings. NOTE: Only users whose roles include the Change Password privilege can use the Forgot Your Password feature. users are able to reset their own CRM On Demand passwords without the company administrator intervening. Setting Possible Values Usage Sign-in Policy Information Company Sign-in ID Text box Is a unique identifier for your company.

If a user attempts to change a password more than the specified number of times. 5 or 10 attempts The maximum number of failed sign-in attempts that are allowed before the user's account is locked. Sign In Lockout Duration 15. the user is forced to change the password. Minimum Password Length Number between 6 and 10 Maximum Number of Password Changes Number between 1 and 20 Password Change Limit Window Number of days (from 1 to 7) Your New Password Must Be Different Than Your Old Password Checkbox 530 CRM On Demand Online Help Release 15 . one year or never expires The length of time that a user's password is valid. The maximum number of times that a user's password can be changed as specified in the Password Change Limit Window setting. 30.Administering Siebel CRM On Demand Setting Possible Values Usage Maximum Number of Sign In Attempts 3. Applies when a user changes his or her password. 60. The minimum number of characters that can be used for a password. 90 days. The length of time that the user's account is locked. 60 minutes or Forever Password Control Information Expire User Passwords In 30. After this period has elapsed. The period during which the Maximum Number of Password Changes setting applies. the change is not allowed.

click the My Setup global link on any page and click Personal Profile. for your company. a user who wants to use the Forgot Your Password feature must select and answer the specified number of security questions. Forgot Your Password?. this setting must have a value greater than zero (0). or when the company administrator or Customer Care resets the user's password. When the user clicks the link. on the Sign In page. Number Of Security Questions To Be Answered Number between 0 and 8 This setting applies if the Forgot Your Password feature is enabled for your company. 531 Number Of Days Temporary Sign In Is Valid Number of days (1 to 14) CRM On Demand Online Help Release 15 . the user must answer the specified number of questions before an email with temporary sign in information is dispatched. and if the user has set up questions and answers. The user's questions and answers are stored for future use. An email with temporary sign-in information is typically sent when a new user is added. You can set a larger number of questions to be completed than are required to be answered. A random selection of the completed questions is displayed to authenticate a user. Forgot Your Password?. This setting determines the number of days that a temporary sign-in password is valid.Company Administration Setting Possible Values Usage Authentication Information Number Of Security Questions To Be Completed Number between 0 and 8 To enable the feature. After the value is set. Forgot Your Password?. To enable the feature.

Usage example 1. You have changed your password control policy and want all users to comply with the new policy. users who edit their user profile can change their email address. notifying them of their temporary passwords and giving them access to the application. When you are setting up your application. If this feature is not enabled. Usage example 2. only the company administrator can change the user IDs. If this check box is selected. Additional Information Allow Users To Change User ID Checkbox If the checkbox is selected. only the company administrator can change the email addresses. the user's temporary sign-in information becomes invalid and the user must have the password reset again. If this value is exceeded. reset all passwords. distribute a company-wide alert instructing employees to set up their security questions. After the setup is completed and the application is ready for use. but don't email their passwords to them. This action sends emails to all active users at once. 532 CRM On Demand Online Help Release 15 . Allow Users To Change Email Address Checkbox TIP: If authentication is set up after users have already been using Siebel CRM On Demand. Resetting All Passwords You can reset all users' passwords (including the administrator's) at one time. users who edit their User Profile can change their User ID.Administering Siebel CRM On Demand Setting Possible Values Usage Number Of Temporary Password Sign Number of attempts (1 to 14) In Attempts The total number of sign-in attempts allowed using a temporary sign-in password. Reset all passwords so that the users must change their passwords when they next sign in. create users and set their Status to Active. If the feature is not enabled.

In the Company Administration section. notifying them of their new temporary passwords. your role must include the Administer Company Profile privilege. click the Admin global link. To perform this procedure. click the Company Profile link. click the Company Administration link. Users currently signed in are able to continue working but will need to enter their new temporary passwords when they sign in next. In the Company Administration section. To reset all passwords 1 2 3 4 In the upper right corner of any page. The sign-in history page shows which of your users are using the application and when. Related Topics Reviewing Sign-In Activity for a User 608 CRM On Demand Online Help Release 15 533 . your role must include the Administer Company Profile or Reset Passwords privilege. The sign-in history page also records sign-in activity by Siebel CRM On Demand Customer Care. In the Company Profile section.Company Administration Before you begin. click the Admin global link. Reviewing Sign-In Activity for All Users You can review the sign-in history for all users at your company. Before you begin. To perform this procedure. To review sign-in activity for all users 1 2 3 4 In the upper right corner of any page. In the Resource Audit section. click the Reset All Passwords button. click the Company Administration link. Review the sign-in history for the application. Emails are sent to all the users. click the Sign-in Audit link. In the Company Profile title bar.

click the Admin global link. Click the Security Settings link. To perform this procedure. On the Security Settings page.Administering Siebel CRM On Demand Restricting Use to IP Addresses This feature allows your company to restrict access to the system to specific IP address ranges. The PIM Sync Audit page shows which of your users have synchronised data between Siebel CRM On Demand and the applications supported by PIM Sync. click the Company Administration link. Review the usage for all users at your company. TIP: Review the on-screen information about the correct way to enter IP addresses. Before you begin. click the PIM Sync Audit link. To review company usage of PIM Sync 1 2 3 4 In the upper right corner of any page. 5 Save the record. Reviewing Your Company’s Usage of PIM Sync You can review the usage of PIM Sync for your entire company. your users can only sign in to the application from machines that have IP addresses within the range you specified. If this feature is enabled. You can use this feature to ensure that your users only access the system from specific network locations. enter the IP addresses that are acceptable for signing in. To restrict use to IP addresses 1 2 3 4 In the upper right corner of any page. In the Resource Audit section. Once this is done. Click the Company Administration link. such as your office. 534 CRM On Demand Online Help Release 15 . your role must include the Administer Company Profile privilege. your role must include the Administer Company Profile privilege to perform this procedure. click the Admin global link. Before you begin. In the Company Administration section. Contact Customer Care so that they can enable IP filtering for your company.

Company Administration Alerts Click the topic in which you are interested: Reviewing Your Alerts (on page 11) Publishing Company-Wide Alerts (on page 535) (Administrators only) Limiting Records Displayed Alert Fields (on page 536) Publishing Company-Wide Alerts Company-wide alerts appear on each employee's My Homepage. Click the Company Alerts link. Click the title of the alert you want to edit. To add an attachment to the alert. To perform this procedure. click the alert title on the Alerts list page to open the alert details. For instructions. NOTE: Alerts announcing that a forecast has been generated remain on the employees' My Homepage for two days. perform one of the following: Click the New button. CRM On Demand Online Help Release 15 535 . you can add a link to a Web page with directions to the meeting location. 5 6 7 On the New Alert or Alert Edit page. You can link files or URLs to alerts. Save the alert. (Optional) Create or locate a Web page or file that contains information that you want to share. 4 On the Alerts page. Ensure that the path to the Web page or file is accessible to your users. You can use alerts to broadcast company-wide information. make the changes on the Alert Edit page after the alert first appears. To create or update company-wide alerts 1 2 3 In the upper right corner of any page. and then click the Edit button. click the Admin global link. follow the procedure in this section. your role must include the Administer Company Profile privilege. such as meeting notices and policy changes. click the Company Administration link. Before you begin. The Alerts page appears with a list of company alerts. To extend the period the alert appears. On the Admin Homepage. complete the required information. For example. when creating a meeting notice alert.

Person who creates the alert. you need to activate these currencies. On the Attachment Edit page. the default currency set up for the company is the only option. you are restricted to viewing a limited number of alert fields. Alert Fields The following table describes the field information that you might see in an alert record.site/doc_2389. Date you want the alert to end being broadcast across My Homepage. CAUTION: Make sure that you set up exchange rates for all currencies you have activated before your users enter any transactions. For example. Text as it will appear for the hyperlink in the alert. URL or filename and directory path associated with the alert. you can see and update all alert fields. you might type “Directions to meeting” for the hyperlink text in the alert. Priority of the alert. For instructions. see Limiting Records Displayed. If your employees record transactions in other currencies.html”. Managing Currencies To allow users to conduct and track business in any currency. which is indicated by the icon next to it on My Homepage. Otherwise. and enter the information.Administering Siebel CRM On Demand 8 9 Click the Add Attachment button. This is required if you have entered a hyperlink. you also need to set up exchange rates between these currencies and your company's default currency. Date on which you want to start broadcasting the alert across My Homepage. TIP: You can create filtered lists to limit the type of alert records displayed at one time. click Save. 536 CRM On Demand Online Help Release 15 . for the Link (URL) “http://company. Otherwise. System-generated. Field Title Priority Created By Hyperlink Alert Description Post Date Expiry Date Displayed Hyperlink Description Title of the alert as it will appear on My Homepage. If you are an administrator. Text as it will appear in the alert. The application uses the exchange rates when rolling up revenue for reports and forecasting.

the first previous month's exchange rate is used. The exchange rate assigned to a month is determined as follows: If more than one exchange rate exists for a month. the 15/05/2004 rate is used. If there is no exchange rate defined for the same date as the transaction but there are exchange rates defined for dates before the transaction. that month's exchange rate is set to the same rate as the nearest future month for which a date is defined. When determining which exchange rate is to be used for a particular transaction. the 15/05/2004 rate is used. the application applies the following rules: For Forecast rollups: If there is an exchange rate defined for the same date as the transaction. For Reports: For reports. April 2004 and prior months will be assigned the May 2004 rate (nearest future month). Each entry consists of the Exchange Date and an Exchange Rate for that date. For transactions on or after 15/08/2004. For example. For example. The August 2004 rate will be the value set for 14/08/2004 (the only rate set for August). If no exchange rates exist for a month. if exchange rates are only entered for 15/05/2004 and 15/08/2004. June and July 2004 will be assigned the August 2004 rate (nearest future month). CRM On Demand Online Help Release 15 537 . it uses the exchange rate with the date that is nearest to the transaction date. it uses the next available exchange rate that has a date after the transaction date. then: The May 2004 rate will be the value set for 20/05/2004 (the latest rate set for May). For transactions between 15/05/2004 and 14/08/2004. exchange rates are applied in a more general way than for forecasting.Company Administration You can enter multiple exchange rates for any active currency. if exchange rates are defined for 10/05/2004. then the following occurs: For transactions prior to 15/05/2004. the exchange rate with the latest date in that month is used. 20/05/2004 and 14/08/2004. and all transactions within a month use this rate. the 15/08/2004 rate is used. so first previous month is used). A single exchange rate is determined for each month. If there are no exchange rates for future months. it uses this Exchange Rate value. September 2004 and future months will be assigned the August 2004 rate (no future month. If there is no exchange rate defined for the same date as the transaction and there are no exchange rates defined for dates before the transaction.

To perform the procedures for managing currencies. 538 CRM On Demand Online Help Release 15 . Click the Edit link for the currency you want to activate. NOTE: During forecasting. Click the Currency Definition link. select the Active checkbox. Click the Company Administration link. To activate currencies 1 2 3 4 5 6 7 In the upper right corner of any page. 8 Save the record. you can change the symbol corresponding to the currency. Therefore. (Optional) On the Currency Edit page. select All Currencies from the drop-down list. and € to EUR. To define the exchange rates 1 In the upper right corner of any page. you might want to distinguish currencies by their currency codes instead of by their symbols. calculated as described above. On the Currency Edit page. ¥ to JPY. Whenever users change their default user currency. all opportunities are converted to the company default currency for forecast rollups. you would change $ to USD. For example. revenue fields are converted to the end user's currency amount. you can run historical or real-time reports. After this. to understand the effect of currency settings. in reports. any values that require translation between currencies will use the exchange rate defined for the month in which the transaction occurs. they must sign out of the Siebel CRM On Demand application and then sign in again before reports will display in the newly-selected currency. However. Before you begin. read About Profile Settings for Users (on page 296). click the Admin global link. click the Admin global link. You need to wait until the daily analytics refresh runs when either of the following situations occurs: A new currency is activated for your company and the exchange rate is set up A new currency is selected by a user that no other user for your company has selected (on the Personal Detail page) The refresh automatically generates any required cross exchange rates.Administering Siebel CRM On Demand In reports. On the Currency Setup page. your role must include the Define Currencies privilege. Also.

If no exchange rate has been defined. Click the Exchange Rates link. enter how many units of the To Currency it would take to buy one unit of the From Currency. complete the required information. To view a history of exchange rates 1 2 3 In the upper right corner of any page. CRM On Demand Online Help Release 15 539 . click the Exchange Rate History link. Example: 1 Euro = . For Exchange Rate.3 5 Click Save. click New. you would enter the following values: From Currency: EUR To Currency: GPB Exchange Rate: 1. b On the Exchange Rate Edit page. 4 To see the history of exchange rates for a single currency. Click the Company Administration link. Click the Exchange Rates link. The Exchange Rate Edit page appears with the latest exchange rates for your activated currencies. A history of the exchange rates appears. On the Exchange Rate Edit page. it appears blank. click the Admin global link. On the Exchange Rate page. 4 To add a new exchange rate for an active currency: a Click the Exchange History link for the Currency row for which you want to add a rate. the latest exchange rates appear for different currencies.68 UK Pounds. NOTE: The To Currency is always the currency that is set for your company. You must enter exchange rates that tell the application how to convert each active currency to this currency.Company Administration 2 3 Click the Company Administration link. Assuming your company's currency is set to UK pounds (GBP).

These record types are as follows: Custom Object 1 Custom Object 2 Custom Object 3 Dealer Fund Household MedEd Event Portfolio Vehicle See Record Type Application Customisation Page (on page 541) for information about the tasks that you can perform from the individual application customisation pages. You can meet this requirement by creating a different account page layout for each group and providing the appropriate access through role assignment. Example 2: You have two groups of employees that each need to track different information on an account page. Contains links to various customisation functions that are not specific to a record type. Application Setup. Then. field management and list access requirements. anyone who creates a new contact record cannot save it unless it includes an email address. and how information needs to be presented so that employees have what they need to be productive.Administering Siebel CRM On Demand Application Customisation Your company probably has specific requirements for how data is gathered and recorded. The following examples illustrate some ways in which you can customise the application: Example 1: You might want all of your sales representatives to include an email address on all of their contact records. you are taken to a record-type-specific customisation page. In the Record Type Setup section. the links for some record types are only visible if access to the record type is set up for your company. what terminology is used. The Application Customisation page has two sections: Record Type Setup. including page layout. Contains links for each of the top-level record types. Application customisation lets you customise Siebel CRM On Demand to meet your company requirements. When you click a link. Click a topic to see step-by-step instructions for the procedures available from the Application Setup section: Displaying External Web Pages in Tabs (on page 577) Creating Custom Web Applets (on page 580) Creating Global Web Applets (on page 584) Customising My Homepage for Your Company (on page 585) Enabling Custom Reports in My Homepage (on page 586) 540 CRM On Demand Online Help Release 15 . The best way to make sure that this requirement is met is to make the Email field a required field.

Ensure that you understand your business needs: Talk with your business owners to understand their business processes and needs for the application. CRM On Demand Online Help Release 15 541 . your role must include the Administer Homepage Customisation privilege. values for picklists and other custom fields required to support their needs. the Customise Application privilege is required. display names. The sections displayed depend on the record type and some sections are only visible if your role includes a particular privilege. Before you begin: To perform the application customisation procedures. available in the Tools and Templates area of the Training and Support Centre. Determine how the fields should be laid out on the interface and what fields must be marked as required. Record Type Application Customisation Page For each record type there is an Application Customisation page with links for customisation tasks that you can perform for that record type. and lists the tasks that you can perform when you click the links in that section. Determine the fields.Application Customisation Renaming Record Types (on page 587) and Adding Record Types (on page 589) Changing the Icon for a Record Type (on page 589) For the My Homepage Layout and My Homepage Custom Report functions. to help you document your application customisation requirements. your role must include the Customise Application privilege. Use the Field Setup and Page Layout templates. The following table describes each of the possible sections on an Application Customisation page. For all customisation procedures.

For more information about these tasks. see Specifying Dynamic Page Layouts (on page 574). creating custom fields. Cascading Picklists Defining and managing cascading picklists.Administering Siebel CRM On Demand Section Field Management Tasks Renaming fields. see: About Field Management (on page 544) About Custom Fields (on page 548) Creating and Editing Fields (on page 550) Renaming Fields (on page 556) Using Indexed Custom Fields (on page 557) Changing Picklist Values (on page 559) Reverting Settings to Defaults (on page 559) Advanced defining of default fields and field validation Additional Privilege Required None Advanced Field Management None Page Layout Management Creating and managing static page layouts. see: Customising Static Page Layouts (on page 561) Renaming Field Section Titles (on page 564) Creating and managing Web applets that can be used on Detail page layouts. see: Creating Web Applets (on page 565) For information about advanced page layout management. specifying default values for a field and setting up field validation. managing picklist values. For more information about these tasks. see: Defining Cascading Picklists (on page 566) None 542 CRM On Demand Online Help Release 15 . For more information about these tasks.

see: Managing List Access and List Order (on page 569) None Homepage Layout Management Creating and managing Homepage layouts and specifying custom reports to be displayed on the Homepages. For more information about these tasks. For more information about these tasks. For more information about these tasks. Service Request and Fund record types (if these record types are set up for your company) Dynamic Layout Management Creating and managing dynamic page layouts. see: Managing the Behaviour of Lookup Windows (on page 576) None For some record types. the Field Management and Page Layout sections contain links for that record type and also links for the related record type. For more information about these tasks. the Account Application Customisation page contains links for the following: CRM On Demand Online Help Release 15 543 . see: Specifying Dynamic Page Layouts (on page 574) Customise Application . see: Managing Search Layouts (on page 567) Additional Privilege Required None List Access and Order Managing default list access and the display order for each role. see: Creating Record Homepage Layouts (on page 571) Creating Homepage Custom Reports (on page 570) Customise Application – Manage Homepage Customisation Custom Audit Trail Customising the field audit trail for your company. For example. see: Specifying Dynamic Page Layouts (on page 574) Administer Field Audit This feature is available only for the Opportunity.Manage Dynamic Layouts Lookup Window Setup Managing the behaviour of the Lookup Windows used with smart associations. For more information about these tasks. For more information about these tasks.Application Customisation Section Search Layout Management Tasks Specifying targeted search fields and managing layouts for search results.

you specify that the Cause field for service requests is required.Administering Siebel CRM On Demand Account Field Setup Account Contact Field Setup Account Partner Field Setup Account Relationship Field Setup Account Team Field Setup About Field Management In Siebel CRM On Demand. Also. the reasons for losing it must be tracked. When an Opportunity record is saved. If a validation fails. In this case. you define the Reason field on Opportunity as required only when the Revenue field has a value greater than 100. which had an expected revenue of £100. when a record is created or updated and then saved. in the Enterprise Edition of Siebel CRM On Demand. You can also specify that field validation is performed for the field to ensure that it has a particular value.000. your company might have a business policy whereby if an opportunity is lost. 544 CRM On Demand Online Help Release 15 . Then. In this case. warning users to enter a value for the required field before saving the record. you can perform the following field management tasks for the different record types: Creating and Editing Fields (on page 550) Renaming Fields (on page 556) Changing Picklist Values (on page 559) When you create custom fields or edit field definitions. As another example. an error message is displayed. the application validates that the Cause field is NOT NULL.000. you can specify in the Field Edit page that fields are required or read-only.000 or greater. you can define custom field validation rules that take effect when saving new or updated records. You can also specify a custom error message (in the Field Validation Error Message field) to be displayed if the validation fails. About Field Validation When you create custom fields or edit field definitions. you can specify default values for the field that take effect when new records are created. your company might require that every service request must track information on the cause of a service request. the application validates that the Request field's value is greater than 100. For example. Required Fields There are various situations where you might define fields as required.

Web Services. if your company uses a value-added tax (VAT) number on a European account. If you need to make a field required for a specific role only.Application Customisation When you specify a field as Required. For example. see Customising Static Page Layouts (on page 561). you can specify the validation of the correct VAT format. The fields specified as required in the Field Edit page are required fields for all users. For information about the syntax that you can use for expressions. The following circumstances prevent a field validation expression from being evaluated: A field is left blank when the record is created. the validation is enforced through all interfaces. if your company has a business policy whereby an MDF cannot be effective for more than one year. you can use Siebel Query Language to create expressions for custom field validation rules. the expression evaluates to FALSE). based on an account's billing address. For example. You can click the fx icon next to the Field Validation field to open the Expression Builder window in which you can enter an expression. you can specify that users can have read-only access only to the old field while you move data to the new index field. This field definition avoids data becoming out of sync. you can define a validation rule on an End Date field to ensure that the field value is never more than one year from the Start Date. If you want to use one of the index custom fields for an existing custom field. you might specify that the value for a specific custom field is no more or no less than four digits long. it is likely that you want the credit rating to be updated regularly through a nightly import. you can do so by editing the appropriate page layout for fields that are not already required fields. If a validation expression is not evaluated. see Creating Expressions with Expression Builder (on page 767). As another example. but only want the field to be read-only in the UI. If your company tracks. including the user interface. An error message is generated only when the validation expression fails (that is. Custom Field Validation Rules In the Enterprise Edition. regardless of their role. and it is not changed when it is updated. CRM On Demand Online Help Release 15 545 . for example. For more information about editing page layouts. The use of Siebel QL Expression Builder must be set up for your company through the Administer Advanced Field Management privilege. data import and bulk data load. the credit rating of an account in an external system. Field validation does not force a value to be required. Read-Only Fields The following are situations in which you might define fields as read-only: Fields from external sources. no error message is generated. Moving an existing field to a custom indexed field. The following are situations in which you might define custom field validation rules: Enforcing business policy. or if a validation expression evaluates to NULL. Enforcing data format. A field has a pre-existing invalid value.

These fields are set on an exception basis to prevent breaking the existing business logic in the application code. a sales representative opens the SR. "Invalid") Restrictions on Specifying Field Validation Rules You cannot specify field validation rules for the following types of fields: System fields Internal calculated fields RowID and ID fields Associated fields Multi-select picklist fields Fields with User Property set to exclude them. If. The generation of a unique value for a field. you might want the default value for a Due Date field of Fund Requests to take a default value of 6 months after the value of the Create Date field. you can use a construction such as the following: =IIf(ComplexExpression. NOTE: Most of these are only possible if your role includes the Advanced Field Management privilege. for example. you might want to specify an expression to generate a unique number as an ID for an Expense Report field (this field is also read-only). For example. A formula-based value as default. you might want an Account Type field to have a default value of Customer when a new record is created. Web links About Defining Default Field Values You can specify default values for fields in the Default Value field in the Field Edit page when you create custom fields or edit field definitions. you are putting a simple field validation expression on an Amount field to specify that the value must be greater than 1000. You do not need to enter [<Amount>]>1000. [<Amount>].Administering Siebel CRM On Demand Field validation expressions assume that the first parameter is the field name itself. Specifying a default value for a field is useful where you require: A constant value for a field. For example. For example. if. in a company where the majority of the service requests (SR) are created by customer service representatives (CSR). for example. A role-specific default value. If you want to use more complicated expressions. it is routed to the correct CSR based on predefined assignment rules. it is sufficient to enter >1000. For example. There are two types of default values for fields: 546 CRM On Demand Online Help Release 15 . a Reassign flag field might be selected by default so that.

and not applicable to record updates. Today + number. and you enter Today + 7.Application Customisation Pre Default. otherwise. You cannot set default values for the following types of fields: System fields Internal calculated fields RowID and ID fields Associated fields Multi-select picklist fields Fields with User Property set to exclude them. your value takes precedence for your company. Field Type Checkbox Currency Date Valid Default Values If the checkbox is selected. The following table shows the default values that you can specify for the different field types in the Standard Edition. For example. Default field values are applicable to new records only. These fields are set on an exception basis to prevent breaking the existing business logic in the application code Web links The functionality for defining default field varies depending on whether you have the Standard Edition or the Enterprise Edition of Siebel CRM On Demand. where number represents a specific number of days. Post Default. if today is 1 January 2008. Date/Time Integer CRM On Demand Online Help Release 15 547 . You can specify Post Default by selecting the checkbox of that name in the Field Edit page. A valid numeric value. but in addition the time when the new record is opened is also shown. The field is prepopulated with the specified value when a user creates a new record. If you specify a default value for a field that already has a system-specified default. the default value of the field is selected. the default value is cleared A valid numeric value. but the field takes the specified default value when the record is saved. The default date is calculated as today's date plus the number entered. the default value is set to 8 January 2008. As for the Date field type. The field is not prepopulated with the specified value when a user creates a new record. if: The user leaves the field blank The field is hidden from the layout A value has not been supplied by the integration tools Pre Default is the default type of value for fields. Users can overwrite the default value or accept the default value.

For information about the syntax that you can use for expressions. You must type directly in the field. you can create new fields. The picklist value selected will be the default value for the field. No lookup is supported. The use of Siebel QL Expression Builder must be set up for your company through the Advanced Field Management privilege. About Custom Fields Siebel CRM On Demand supplies the default fields most organisations need to use the application. to support the unique needs of your company. In addition: For all field types. you might find that there are fields in your existing records that do not have the corresponding fields in the records in Siebel CRM On Demand. including picklists. A valid numeric value. For example: Due Date (Fund Request) = Today() + 180 For an Owner field. you can specify a number of days from today's date. called custom fields. A text value up to 255 characters. For example: Status (Task) = "Not Started" For Date fields. You can enter an expression directly in the Default Value field or click the fx icon to open the Expression Builder window in which you can enter an expression. A valid telephone number. However. In the Enterprise Edition.Administering Siebel CRM On Demand Field Type Multi-select picklist Number Percent Phone Picklist Text (Long) Text (Short) Web link Valid Default Values You cannot define a default value for a multi-select picklist. A valid URL. This need might arise when you have existing records that you want to import into Siebel CRM On Demand. In this case. see Creating Expressions with Expression Builder (on page 767). you can specify a <record creator> (variable) or a specific user. A text value up to 40 characters. you can also use the full functionality of Siebel Query Language to create expressions for default field values. Custom fields: 548 CRM On Demand Online Help Release 15 . A valid numeric value. you can enter a constant value.

reports. a custom field that you added for leads is not automatically carried over to opportunities when that lead is converted to an opportunity. Web services and other integration technologies The following table shows you how many new fields you can add to Siebel CRM On Demand. you can add 100 new picklist fields for accounts. Custom fields for lead records must be mapped if you want them to transfer when a lead is converted to an opportunity. The data pertains to available fields for most record types. Field Type Checkbox Currency Date Date/Time Integer Multi-select picklist Number Percent Phone Picklist Text (Long) Text (Short) Web Link Number of New Fields Allowed 35 25 25 25 35 10 33 30 10 100 30 45 100 CRM On Demand Online Help Release 15 549 .Application Customisation Can be used in assignment rules. 100 for contacts. that is. Cannot be viewed by other users until they sign in again Can be referenced by Web links. The maximum number of active values in a picklist is 1000. account or contact. 100 for opportunities and so on. filtered lists and targeted searches Cannot be deleted Cannot be viewed until they are explicitly added to custom page layouts Are not inherited from one record type to another For example.

Click the Application Customisation link. Click the Edit link for the field to edit the field's definition. The display name is the label for the field.Administering Siebel CRM On Demand Creating and Editing Fields You can create custom fields and edit existing field definitions in the Field Edit page for a record type. To create custom fields and edit fields 1 2 3 4 5 In the upper right corner of any page. In the Record Types Setup section. 7 On the Field Edit page. click the Admin global link. On the Fields page: Click New Field if you are creating a custom field. Multi-select picklist Number Numbers ranging in value from . Before you begin. your role must include the Customise Application privilege. 550 CRM On Demand Online Help Release 15 . In the Field Management section. select a Field Type if you are creating a field. click record type Field Setup. which might differ from those applicable to default fields of the same field type: Field Type Maximum Length Notes Date Date/Time Integer 25 25 Whole numbers ranging in value from . You cannot define a default value for a multi-select picklist. To perform this procedure.2147483648 to 2147483647. click the link for the required record type. CAUTION: The Field Type cannot be changed after you save the custom field. The following rules apply to custom fields. enter a Display Name. 6 On the Field Edit page.2147483648 to 2147483647.

complete the following fields as required: Field Comments Required Select this checkbox to make the field a required field when creating or updating records. if you have the Enterprise Edition of Siebel CRM On Demand. Select this checkbox if you require that the field is not automatically filled with the default value when a new record is created. see About Field Management (on page 544). Otherwise. For example. and for information about the syntax that you can use for expressions. you can only add constants and some simple expressions. see Creating Expressions with Expression Builder (on page 767). or. Default Read Only Post Default. For more information about setting default values.Application Customisation Field Type Maximum Length Notes Phone Picklist Text (Long) Text (Short) Web Link 8 35 30 255 40 n/a Text fields use a single-line text field. Enter an expression directly. You can only add complex expressions if your role includes the Advanced Field Management privilege. you can require that all users fill in the Account field when adding new contacts. click the fx icon to open the Expression Builder window. Web Link custom fields allow you to create context-sensitive hyperlinks in your layouts. Text fields use a single-line text field. CRM On Demand Online Help Release 15 551 . The specified default value is only set when the record is saved if a value is not supplied by the user or by integration tools. This field is only displayed if your user role includes the Advanced Field Management privilege. Select this checkbox to make the field read-only. In the Additional Properties section.

Field Validation Field Management privilege. and for information about the syntax that you can use for expressions. 9 Click Save. see About Field Management (on page 544). and a custom message is specified: The value entered for '[Field]' does not meet the validation rules set by your company administrator. b c 552 CRM On Demand Online Help Release 15 . and select the language again. click the fx icon to open the Expression Builder window. For more information about setting default values.Administering Siebel CRM On Demand Field Comments Field Validation This field is only displayed if your user role includes the Advanced Field Management privilege. spaces. and click Save. if necessary. see Creating Expressions with Expression Builder (on page 767). Enter the translated equivalent in the appropriate Display Name or Field Validation Error Message field. The validation condition is '[Rule]'. Enter an expression directly. 10 To manually enter the translated equivalent of the new name or Field Validation Error Message: a From the Translation Language drop-down list. The following shows how the error messages are displayed. commas. Error Message This field is only displayed if your user role includes the Advanced Enter a custom error message to be displayed in addition to the standard message if validation fails for the field. numbers. and no custom message specified: The value entered for '[Field]' does not meet the validation rules set by your company administrator. The message can contain only letters. Click the link to return to the Fields page that you just updated. [Custom Error Message]. if you have the Enterprise Edition of Siebel CRM On Demand. If field validation is set. select the language for which you want to enter a translation. full stops and dashes. The new fields that you add automatically appear in blue text and brackets in the other activated languages (regardless of the setting of the Mark for Translation checkbox). depending on whether you specify a custom error message: If field validation is set. or.

Setting Up Custom Field Integration Tags Integration tags for custom fields are language-independent symbolic identifiers that are assigned to every custom field. CRM On Demand Online Help Release 15 553 . you risk losing any technologies that reference the integration tags. NOTE: For custom fields to display in Siebel CRM On Demand Answers when the On Demand user language differs from the language in which the custom field was created. Integration tags are also used by the Siebel QL Expression Builder. click the link for the required record type. a German language user does not see this field in Siebel CRM On Demand Answers unless the field is translated into German. click the Admin global link. enter each value on a separate line. the custom field must be translated into the applicable language. Click the Application Customisation link. create new page layouts as required and make sure that these page layouts are assigned to each role that needs to view the field. and are therefore used in Workflow and field management. In the Record Types Setup section. These tags allow an administrator to set a meaningful integration name for each custom field.Application Customisation The translated name appears in black text in the Display Name column. CAUTION: Do not change integration tags after they are set up. To expose the custom field. In the Field Management section. Detail and Create forms). if a custom field is created in English. 11 If you created a picklist or multi-select picklist: a b c Click the Edit Picklist link for the custom field. They do not appear by default. Selecting Mark for Translation overwrites both Display Name and Field Validation Error Message in all other languages. Integration tags are not visible to end users. click Rename Fields. NOTE: Now you must expose newly-created custom fields so that they appear on the forms (Edit. click record type Field Setup. Save the record. If you do. For example. On the record type Fields page. In the Picklist Values box. These tags are used by Web Services (used when generating WSDL files) and Web Link custom field parameters. To set the integration tag for a custom field 1 2 3 4 5 In the upper right corner of any page. This name is used by integration components so that the label names can be changed without affecting existing integrations.

Before you begin. click the Edit Web Link link for the custom field. On the Fields page. descriptive name that easily identifies this custom field. click the link for the required record type. when the user clicks the Web link on the account record. This tag is referenced by Web Services. You can create Web link custom fields for any record type. Opens the hyperlinked page in a custom Web tab.Administering Siebel CRM On Demand 6 7 On the Rename Fields page. click record type Field Setup. you might create a Web link field to pass address information from an account record to a Website that provides address-specific maps. You can use a Web link custom field to provide a convenient way for users to navigate to another Web page. In the Record Types Setup section. Opens the hyperlinked page in a new window. Update the Integration Tag. Click the Application Customisation link. replacing the current Siebel CRM On Demand session. You can configure a Web link to simply open another Website. You can also configure the Web link to pass specific information from the Siebel CRM On Demand record as a parameter in the URL. As with other custom fields. you must add Web Link fields to your record page layouts to make them visible to your users. complete the information in the following recommended sequence: a For Field Display Name. Then. a map for your account location is opened. Open in New window. Web links and other integration technologies (WSDL files for Web Services and URL Parameters for Web Links). Opens the hyperlinked page in the current window. For example. use a short. TIP: For the Integration Tag. including another page in Siebel CRM On Demand. select how you want the system to behave when a user clicks the hyperlink: Open in Current window. To configure Web Link fields. click the Advanced button. On the Edit Web Link page. Setting Up Web Links A Web link is a custom field that all