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

Contents

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

Contents

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

Contents

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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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. 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 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 .

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

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

On the Change Password page. enter the temporary password that you received in an email. About Running Other Applications Other applications running in the background might interfere with Siebel CRM On Demand. To sign in the first time 1 2 3 Click the Siebel CRM On Demand URL 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. You may not see forecasts either. For example. the reports appearing on the Accounts. For example. If you encounter unconventional behaviour. You need your user ID to access the application after the initial sign-in. the system checks several fields in your records to determine which information should be included in the forecast calculations. Siebel CRM On Demand generates two emails. because forecast records are generated once a week or once a month. pop-up blockers can cause your mouse to lock. forecast records don't appear until the specified period has elapsed and data exists to include in the forecast. CRM On Demand Online Help Release 15 3 .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. Therefore. 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. On the Sign-In page. TIP: Make sure that you write down your password to avoid repeating this process. When generating forecast records. enter your temporary password and then your new password. Contacts and Opportunities Homepages will not show data until after that initial period.

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

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

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

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

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

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

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

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

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

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

Getting Started To configure an RSS feed applet 1 2 3 4 Click the Configure link. Working with Records This section describes common procedures that you can perform with most records. The feed is refreshed with data from the configured URL. type an appropriate name for the applet. 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. In the Name field. The area you choose depends on whether you want to: 14 CRM On Demand Online Help Release 15 . edit the URL as required. In the URL field. Click Save. Note: You can click Use Default to return to the URL as defined by the company administrator.

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

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

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

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

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

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

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

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

Last Name. Status First Name. Email User Fund Specific to High Tech Edition: Name. Email First Name. Status Fund Request Specific to High Tech Edition: Name. Last Name. 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 . Location First Name. State (for USA) Solution ID. Title Campaign Name. Product Category. Part #. Source Code Subject Subject Opportunity Name SR Number. Last Name.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. Company.

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 . as shown in the following table. Location Vehicle Specific to Automotive Edition: Serial Number MedEd Event Specific to Life Sciences Edition: Name. different filter conditions are available depending on the data type of the search field. Data Type Number. Integer. Location About Filter Conditions For searches. Percent.Getting Started For this record type Dealer These fields are searched Specific to Automotive Edition: Name.

For the condition In the last ? day. 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 value field is disabled when the condition is selected. and In the next ? day. the variable ? is CRM On Demand Online Help Release 15 substituted with a number of days selected in the filter value field. 25 .Working with Records Data Type Date.

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 .

Also. Contains all values (equal to) Text. For example. NOTE: This behaviour applies to filtered lists only. The application does not retrieve substrings of the values. and not to other areas in Siebel CRM On Demand that use the condition Contains At Least One Value. using this condition affects the speed at which the records are retrieved. Displays records that partially match the values (allows sub string matching). or the same value with different capitalisation (uppercase or lowercase). Contains at least one value Text only CRM On Demand Online Help Release 15 27 .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). entering Brown retrieves records with Browns Trucking. Browning Equipment and Lester Brown Car Wash. because the system looks for partial matches. numbers or dates Displays records matching the exact values.

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

Contains at least one value. 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. such as the pound sign (£). CRM On Demand Online Help Release 15 29 . Multi-select picklist fields are supported as columns in target search results and in target search filter criteria. enter the area code and then the asterisk (*) wildcard in the Local Number field. search for all telephone numbers of a certain area code. and in the Phone Number pop-up. 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. A record is found if none of the specified filter values match the multi-select picklist values of a searched record.Working with Records NOTE: This behaviour applies to filtered lists that use the condition Contains At Least One Value. for example. CAUTION: Using the asterisk character (*) might result in slow performance if used with large amounts of data. omit commas and symbols. you can. For dates. A record is found if all the specified filter values match the multi-select picklist values of a searched record. Contains none of the values. For currency. About Searching on Multi-Select Picklists You can search and query on all of the values of a multi-select picklist field. such as 2003. A record is found if any of the specified filter values match the multi-select picklist values of a searched record. 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. and not to other areas in Siebel CRM On Demand . To do this. enter them in the format that your company uses but include four digits for the year. click the phone icon.

The record types that support the Look in selector are: Account Activity Campaign Contact Custom objects (1. For analytics. 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 Look in selector is supported for the relevant record type. Most employees will only see a hierarchy of users. the book hierarchy is only displayed if Full Visibility is selected in the Historical Subject Areas setting in the company profile. 30 CRM On Demand Online Help Release 15 . You can expand and collapse each level in the hierarchy. and. as the book feature is not enabled by default. with All at the top of the hierarchy. by user and by book.2.3) 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. 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.

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

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

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

see Finding Records (on page 17). scroll down to the appropriate section and click New. 2 3 On the record Detail page. For instructions on selecting records. In the row whose link you want to remove or delete. To remove or delete a linked record 1 Select the main record. The record types that you can link to your selected record depend on the type of record you are working with. 34 CRM On Demand Online Help Release 15 . as well as the customisations that you or your managers have made to the standard application. This link deletes the linked record. create a new record that is linked to the main record. Del.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). click one of the following links: Remove. see Finding Records (on page 17). This link disassociates the records without deleting either of the records. In the Edit page. 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. The Information column provides instructions on how to link the record type from the Details page of the main record. 2 3 On the record Detail page. scroll down to the appropriate section. 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.

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

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

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

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

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

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

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

click the Products link. Click the Content Management link. click the Admin global link. click the Product Categories link. Click the User Management & Access Control link. 1 2 3 4 Products At the top of any page. Click the Menu button and select the required option. Standard Filtered Lists For a description of the standard filtered lists. Click the User Management link. 1 2 3 4 Product Categories At the top of any page. Available only if your role includes the Manage Content privilege. 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 . Groups and Roles privilege. On the Content Management page. 1 2 3 4 At the top of any page. Click the Content Management link. Click the Menu button and select the required option.Getting Started Record Type Users Steps Available only if your role includes the Administer Users. click the Admin global link. On the Content Management page. Available only if your role includes the Manage Content privilege. Click the Menu button and select the required option. click the Admin global link.

click Menu and select Manage Lists to access the List Order button. select the list that you want to work with. (Only the first 10 lists appear on the Homepage. Click the List Order button. click the Manage Lists link. the lists appear in the sequence that you set up. At the bottom of the record Lists section. On the record Homepage. To change the sequence of lists appearing on a Homepage 1 2 3 4 5 Click the record tab. Click Save. Change the sequence in the Lists to Appear on Homepage list. or from a Lists page.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. click the Calendar tab and then the Show Full List link in the Open Tasks section.) CRM On Demand Online Help Release 15 43 . 2 From the Lists section on the record Homepage. NOTE: For lists of activities. Changing the Sequence of Lists Appearing on a Homepage You can use the following procedure.

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

If you are refining a list. the Equal to filter condition. the fields are already populated with criteria that you can further refine. select the corresponding field shown in this table or in About Countries and Address Mapping (on page 718). If the address field you need does not appear in the drop-down list. You can create other null lists using this general approach. and leave the value blank. see Default Search Fields (on page 23). CRM On Demand Online Help Release 15 45 . see About Filter Conditions (on page 24).Working with Records The fields are pre-populated with the targeted search fields for the record type. filter values and operators (AND. For information about using filter conditions. 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. select the Owner ID field. OR) that define the filter. TIP: To create a list of service requests that do not have an owner.

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

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

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

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

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

Working with Records 4 Click Export. The zip file consists of an export summary text file and CSV file for each type of record you exported. Transferring Ownership of Records You own a record when your name is in the Owner field. you can download the file or delete it. click the Export Type or Record Type link to open the Export Request Details page. 4 5 In the Completed Requests section. 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. Click the Data and Integration Tools link. You can then: Click Download to open or save the zip file. click the My Setup global link. you can view and edit all records that you own. Click Delete to delete the file. Click the Data & Integration Tools link. 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 . click My Setup. the results appear in the List Export Request Detail page in a zip file. The Export Request Queue page appears. 5 From the List Export Request Detail page. showing the time that the export was completed or the estimated completion time. Click the Export Request Queue link. the Personal Export Request Queue appears. Click the Export Request Queue link. For a Queued Export (larger export). To review the export status later: a b c In the row of global links at the top of every page. For an Immediate Export. Typically.

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

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

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

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

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

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

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

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

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

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

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

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

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

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. When deleting a campaign. Instead of being stored for 30 days. 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. they are immediately purged from the system and cannot be restored. these linked records are also deleted: Attachments Alert Alert records and their attachments are the exception to the normal deletion behaviour. 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 an account.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.

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

CRM On Demand Online Help Release 15 67 . deleted roles are immediately purged from the system and cannot be restored. 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. all users assigned to this role must be assigned to a different role. but the products are retained. 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. Product Category A user whose role includes the Manage Content privilege can delete product categories. Groups and Roles privilege can delete roles. When a category is deleted. Otherwise. the application does not let you delete the role. Before deleting a role. When deleting an opportunity. clear the Orderable checkbox on the Product Edit page. To remove it from the list of available products that your employees can link to opportunities (as products) or accounts (as assets). the association between the product and the category is broken. Role A user whose role includes the Administer Users. Instead of being stored for 30 days.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.

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. For information on what constitutes record duplication. 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. The company administrator can query on account. (To determine if the solution has been used.Getting Started If you delete this Solution You should be aware of this When deleting a solution. cancel creating the record. see the table in About Record Duplicates and External IDs (on page 741). accounts. The existing record can reside in your current company records.) Territory A user whose role includes the Administer Territories privilege can delete territories. Territories can be deleted regardless of whether or not they are associated with other territories. the application warns you if that record already exists. opportunities and so on. opportunity and so on using the condition where Territory = <Territory to be deleted> to find out if the territory has any associated account. The same criteria are used to determine record duplicates when creating records as when importing records. If you receive the duplicate error message. opportunity and so on. The Territory Detail page shows the company administrator whether or not the territory has any children. change the status to Obsolete instead of deleting it. but it is saved for historical purposes. but it was at one time linked to a service request. 68 CRM On Demand Online Help Release 15 . go to the Solution Detail page and check the Service Requests section for linked records. Vehicle When deleting a vehicle. This means that your company can prevent the solution from being further used by your customer service representatives. find the existing record and update it.

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

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

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

In the Open Tasks section. see Updating Record Details (on page 31). appointments. Click the 7 icon in the Calendar. 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. click the Show Full List link. Click the 31 icon in the Calendar. On the Task Detail page. For more information on updating records. Click the arrows in the Daily Calendar section. select the activity whose status you want to change. click the Show Full List link. On the Appointment or Task Detail page.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. 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. Scheduling Appointments with Others (on page 81) 72 CRM On Demand Online Help Release 15 . Click the link for the activity (appointment or task) that you want to view. click the Mark as Completed button. Click the link for the activity (appointment or task) that you want to update. On the Activities List page. edit the fields inline or click Edit to open the Appointment or Task Edit page. On the Activities List page. closed or all). View a list of tasks (open. click the drop-down list and change the selection.

You can review other days by using the monthly calendars on the right or by clicking the 1. depending on your access level. you may not be able to perform all procedures described in the preceding list. Also. 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. sorted by date. The Detail pages contain sections showing open activities and completed activities linked to a specific record. such as changing names for record types. you can also perform the following procedure: Viewing Group Task Lists (on page 80) 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. Detail page for record types. Contacts and so on. fields and options in drop-down lists. such as Accounts. Calendar Pages The Calendar pages show your appointments as they would appear in an appointment book. NOTE: Company administrators can customise your application in a variety of ways. 7 and 31 icons above the appointments. Therefore. see Working with Records (on page 14).Steps for Calendars and Activities If your user role includes the Calendar Sharing privilege. opened on today's schedule. The Daily and Weekly Calendar pages also show a list of your tasks. sorted by due date by default. CRM On Demand Online Help Release 15 73 . NOTE: You can also synchronise your activity records with the Offline edition of Siebel CRM On Demand as well as with Microsoft® Outlook. 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.

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

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

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

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

If this call is linked to both an account and contact. Objective 78 CRM On Demand Online Help Release 15 . Activity Currency You can select a different currency to convert the price to another currency. If this call is linked to both an account and contact. the call record appears as related information on both the Account and Contact Detail pages. 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. When the status is updated to Completed. Address Displays the full address. Automatically populated and read-only.Calendar and Activities Custom fields that your company administrator defined are saved in the 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. Field Description Key Call Information Subject Primary Contact Limited to 100 characters. 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. which is taken from the individual address fields for the account or contact record. if your company administrator has set up this feature.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. Status Status of visit (call). you can select a Smart Call template. the call record appears as related information on both the Account and Contact Detail pages. Limit of 1. Account Automatically populated and read-only. Smart Call If your user role includes the privilege. the last Call Date for the linked account and all linked contacts is updated with the start date/time of the call.

Email.500 characters. Text field that can be used to store the reference number of a related item such as a signed document. Read-only. Private Description Next Call Limit of 2. Presentation. 4 Save the record. 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. Other or To Do.Steps for Calendars and Activities Field Description Start Time Date and time the call starts.000 characters. Defaults to today's date and 12:00 p. CRM On Demand Online Help Release 15 79 . NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Defaults to start time plus 30 minutes. Type Call. Duration Calculated field (in minutes) based on start time and end time. depending on the type of call. 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. Correspondence. Meeting. Event. Limit of 1. Personal. Fax. Demonstration.m. 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. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Displays Account Call or Contact Call. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. End Time Defaults to start time plus 30 minutes.

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

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

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

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

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

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

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

Open Tasks. click Menu and select Refine List. On the Activities List title bar. On the Activities List title bar. On the Activities List title bar. Complete the steps described in Updating Groups of Records (on page 53). For more information on updating records.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. 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 .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 . see Updating Record Details (on page 31). select the number of records to be seen at any one time. click Menu and select Manage Lists. Edit fields inline on the Activities List page or select the activity to open the Details page. Standard Activities Lists The following table describes the standard lists. click the drop-down list and change the selection (Completed Tasks. View a subset of activities (tasks or appointments) View all activities (tasks and appointments) On the Activities List title bar. In the Number of records displayed drop-down list at the bottom of the page. Complete the steps described in Creating and Refining Lists (on page 44). Complete the steps for your required task as described in Manage Lists Page (on page 48). click the drop-down list and select All Activities. click Menu and select Mass Update. All Tasks or All Appointments).Completed Delegated Tasks .

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

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

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

Filtered lists are subsets or groups of campaigns that allow you to limit the number of campaigns to be worked with at a time. so you convert them to opportunities O1 to O10. The first 10 filtered lists. click the drop-down list to see all the available lists and make your selection. Several months later. you want to review the effectiveness of Campaign A. These custom lists appear above the standard set of lists. An exception occurs if your company administrator sets up additional mapping through the Lead Conversion Mapping feature. You view the Campaign A record and see that there are 100 leads and 10 opportunities linked to it. The application comes with a set of standard lists. You can compare these results to past campaigns or to your expectations for this campaign. 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 . see Mapping Additional Fields During Lead Conversion (on page 630). All standard lists are public and can be viewed by everyone.Campaigns show revenue potential. click any list. NOTE: If your administrator adds custom fields for leads. Campaign Lists Section The Campaign Lists section shows the following information: Campaign Lists. This page contains several sections and displays campaign information that is relevant to you. For more information about mapping lead fields. The following table describes the standard lists. those fields are not carried over to the opportunity records when the lead is converted to an opportunity or contact. If a previously created list does not appear on the Campaigns Homepage. Then. on the Campaign List page. and make adjustments accordingly. You and your managers can create additional lists based on different criteria. Each of these opportunities is automatically linked to Campaign A by way of its originating lead. Campaign Homepage The Campaign Homepage is the starting point for managing campaigns.

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

depending on your access level. 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 . Also. you can view analyses of campaigns by ROI (return on investment). you can place your pointer on the chart to see specific information. such as changing names for record types. For example.Campaigns Active Campaigns Status Section The Active Campaign Status section shows an analysis of all active campaigns. you may not be able to perform all procedures described in the preceding list. In this section. NOTE: Company administrators can customise your application in a variety of ways. see Working with Records (on page 14). which you can use to determine the effectiveness of your campaigns. lead conversion rate or cost per lead. fields and options in drop-down lists. 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. the information that you see on-screen might differ from the standard information described in the online help. 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. Therefore.

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

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

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

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

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

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the person and the business interest. qualifying and converting to an opportunity. (Optional but recommended) Links the lead to an account and a contact. A lead is a person who has indicated an interest in your products or services. tracks and completes activities regarding the lead. Creating a lead record is a quick way to gather new customer information. You can enter leads manually or they can be assigned to you. Assigned leads require some follow-up to determine if they have a chance of eventually generating revenue for the company. In one record you can enter details about the company. instead of creating three different records for an account.C H A P T E R 4 4 Leads Use the Leads pages to create. a qualified lead may be removed by rejecting it. update and evaluate leads. The next section explains the stages in more detail. Logs notes regarding the interaction. the person evaluating the lead performs a number of ongoing activities: Calls. Creates. because it will appear in the Account and Contact pages. Instead of being converted to an opportunity. emails or visits the contact to exchange information. Updates specific information about the lead with more accurate and recently discovered information. CRM On Demand Online Help Release 15 101 . About Leads A lead is a person who has indicated an interest in your products or services. A lead moves through the lead management process in the following sequence of stages: evaluating. Evaluating Leads During evaluation. Instead of being qualified. a contact and an opportunity. a lead may be removed by archiving it. 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.

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

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./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 .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./Ms.

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

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

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

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

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. 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. 108 CRM On Demand Online Help Release 15 . To reassign a lead 1 Select the lead that you want to reassign. see Working with Records (on page 14). Therefore. you can reassign the lead to another person. If your access level permits editing this record. you automatically become the owner of this lead. Reassigning Leads When you create a lead. NOTE: Company administrators can customise your application in a variety of ways. 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. fields and options in drop-down lists. such as changing names for record types. depending on your access level. new leads are also created when you link new referrals to contacts. Also. the information that you see on-screen might differ from the standard information described in the online help. you may not be able to perform all procedures described in the preceding list.Leads 3 Click Save. Your administrator can also set up the system to assign leads by specifying assignment rules.

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

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

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

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

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

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

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

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

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

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

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

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

Similarly. such as Region or Industry. 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. to an account record with Region or Industry filled in. For more information on updating records. you should enter as much information about accounts as you can. CRM On Demand Online Help Release 15 137 . NOTE: Company administrators can customise your application in a variety of ways. those opportunities can be categorised by those values. Some of this information. TIP: You can also edit accounts on the Account List page and the Account Detail page. fields and options in drop-down lists. can be used in reports as a way to categorise information. such as changing names for record types. The Account Edit page shows the complete set of fields for an account. if you link a record. Account records are central to how you manage and view your data. see Updating Record Details (on page 31). the information that you see on-screen might differ from the standard information described in this table. As a result. such as an opportunity. Therefore.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. The following table provides additional information regarding some fields.

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

Generally. CRM On Demand Online Help Release 15 139 . Each record has only one owner. such as a hospital or clinic. transfer the record to another owner or delete the record. Date the account becomes a reference. The value in the Owner field affects which records are included in the reports that you or your managers run. Additional Information Invoicing and Shipping Addresses Selecting a country determines the labels for the remaining address fields. YTD Revenue Market Share Reference Reference as of Partner Number of Physicians Route Specific to Siebel CRM On Demand Life Science Edition. In order to reassign ownership of an account. 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. For more information.Account Fields Field Annual Revenues Description Amount of the company's annual revenue. If you add a contact and link it to this account. However. access levels can be adjusted to restrict or expand a user's access. However. You might see the screen refresh to adjust the field names. Market Potential Specific to Siebel CRM On Demand Life Science Edition. you must have Read/Edit/Delete access to the account. account records can be shared with other employees through the Account Team page. Specific to Siebel CRM On Demand Life Science Edition. Indication that the account can be used as a reference for potential customers or sales representatives to contact. Owner Alias of the record owner. the Invoicing address for the account is carried over to the Account address section for that contact. Market Segment Specific to Siebel CRM On Demand Life Science Edition. see Sharing Records (Teams) (on page 52). Number of doctors working at a health care site. Specific to Siebel CRM On Demand Life Science Edition. the owner can update the record. NOTE: If group ownership is enabled for your company. 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. Name of the person who created or last updated the account record. Limit of 2. Additional information about the account.000 characters. The owner name changes when the record is reassigned. Related Topics Steps for Accounts Account Detail Page 122 137 140 CRM On Demand Online Help Release 15 . followed by the date and time of the update. the number of records to be reassigned and the current system load. In the case of accounts. Territory Modified By Description Territory to which this account belongs. System-generated. the processing time is also affected by the number of team members and the number of contacts and opportunities associated with the record. NOTE: The processing time for reassigning records can vary depending on the complexity of your company's assignment rules.Accounts Field Reassign Account Description Indicates that the account should be reassigned. If your company administrator has set up account assignment rules.

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

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

Click Save. 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. so it might not be available in your version of the application. 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. use the directional arrows to add or remove sections and to organise the sections on the page. On the Contact Homepage Layout page. Adding Referrals (on page 150) NOTE: This feature is not part of the standard application. click the Edit Layout link. so it might not be available in your version of the application.Steps for Contacts Other Sections If your user role includes the Personalise Homepages privilege.

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

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

At a minimum. 146 CRM On Demand Online Help Release 15 . select the corresponding one shown in this table.map file.Contacts system sends you an email containing the . verify that the fields map correctly. 6 For Step 3: a Map the fields in your file to Siebel CRM On Demand fields. including custom fields that you added. 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. 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. you need to map all required fields to column headers in the CSV file.map file with the recent mapping scheme. Save it to your computer to re-use it during later imports. Any custom fields that you created since you ran the previous import might need to be mapped.

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

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

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

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

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

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

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. R. Referral.T. D. Tradeshow. Partner and Competitor. Direct Mail. Customer. Default values are High. 1-2 Times/Year. Medium and Low. Opt Out Contact Detail Information Contact Type Department Manager Lead Source Source Campaign Contact's type. LPN and Master of Public Health. Default values are PHD.. Specific to Siebel CRM On Demand Life Science Edition. Name of the manager of the contact. such as Prospect. Master of Science. Reg. Lead source of the contact.Contact Fields Field Description Key Contact Information Account Account to which the contact is linked. This field is automatically populated during the lead conversion process or is specified by the user when a new contact is created. Qualified Lead.D. Name of the contact's assistant. 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 . Name of the department of the contact. Pharmacist. Dentist. M. see Linking Contacts to Multiple Accounts (on page 148) for more information. Opt In Used in the U.O. Used in the U.. NOTE: It is possible to link a contact to more than one account. Promotion. such as Advertising. Event. Specific to Siebel CRM On Demand Life Science Edition. Indicates that the contact is private and cannot be viewed by other users. Web or Other. and Europe to indicate that a customer has explicitly chosen to participate in either their information sharing or marketing communications..S. Billboard. MBA. RN. Specific to Siebel CRM On Demand Life Science Edition. 3-4 Times/Year and >5 Time/Year. Indicates that the contact does not want to receive email.S. The campaign that generated the contact. Specific to Siebel CRM On Demand Life Science Edition. Phone number of the contact's assistant.

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

Married. Preserving my assets and Retirement. Divorce and Other. Separated. Default values are Short term.Contact Fields Field Primary Goal Description Default values are Saving for child's education. Top 100. Saving for College. 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. Accumulating wealth. Bronze. Default values are Gold. Retirement. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition. Partner. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition. Silver. Estate planning. Default values are Single. Specific to Siebel CRM On Demand Financial Services Edition. Medium term and Long term. 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 . New Home. Specific to Siebel CRM On Demand Financial Services Edition. Medium and Low. Specific to Siebel CRM On Demand Financial Services Edition. Default values are Marriage. Specific to Siebel CRM On Demand Financial Services Edition. Birth of Child. Top. Widowed and Widower. Specific to Siebel CRM On Demand Financial Services Edition. Specific to Siebel CRM On Demand Financial Services Edition. Default values are F and M. Default values are Own or Rent. 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. Specific to Siebel CRM On Demand Financial Services Edition. Divorced.

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CRM On Demand Online Help Release 15 157 . Opportunities are potential sales deals that. If your company bases its forecasts on products. 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. at some point. Opportunity records help you to manage your sales pipeline as you work to close deals. select the Forecast checkbox on an opportunity record to add the opportunity to your forecast at the appropriate time in the sales process. select the Forecast checkbox on your linked products instead. 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. might be included in revenue forecasting. It is particularly important to keep certain fields on the Opportunity Detail page up to date: The Revenue. This information gives you a complete picture of your opportunity and your customer. Close Date and Sales Stage fields are critical for tracking pipeline history and are used for trend analyses.C H A P T E R 7 7 Opportunities Use the Opportunity pages to create. All of your opportunity information is visible in one place and is linked to related lead. contact and account information. 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. update and track opportunities. If your company bases its forecasts on opportunities.

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

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

These lists are view-only. Date task is due as set by you or your manager. Show Full List. sorted by the created date All opportunities to which you have visibility. My Recently Viewed Opportunities Section The My Recently Viewed Opportunities section shows the following information: My Recently Viewed Opportunities list. NOTE: If you create a task in this section without a linked opportunity.000 All opportunities to which you have visibility All opportunities to which you have visibility. 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.Opportunities The following table describes the standard lists. The Manage Lists page also includes the standard lists delivered with CRM On Demand. see Tracking Partners and Competitors of Opportunities (on page 162). the task does not appear in this section. Link for expanding the filtered opportunity list. Tasks with an associated opportunity. or view. therefore you cannot edit or delete them. My Open Opportunity Related Tasks Section The My Open Opportunity Related Tasks section shows the following information: Opportunity-Related Tasks. Manage Lists. This link takes you to the page where you can review all available filtered lists. 160 CRM On Demand Online Help Release 15 . Due Date. edit or delete an existing list. List of your most recently viewed opportunities. 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. create a new list.

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

For example. select Partner or Competitor as the Account Type. For instructions on selecting opportunities. fields and options in drop-down lists. 162 CRM On Demand Online Help Release 15 . see Working with Records (on page 14). such as changing names for record types.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. 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. Also. To do so.) Then add information to the Opportunity Partner or Competitor Edit page about the partner or competitor. you may not be able to perform all procedures described in the preceding list. Create an account record for each partner or competitor you want to link to your opportunity. NOTE: Company administrators can customise your application in a variety of ways. see Creating Accounts (on page 123). the information that you see on-screen might differ from the standard information described in the online help. Before you begin. depending on your access level. Therefore. such as its strengths and weaknesses. 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. see Finding Records (on page 17). To track partner and competitor information of opportunities 1 Select the opportunity. first link the account acting as your partner or competitor to the opportunity record. (You can link as many partner or competitor accounts as you want. When creating that record. For instructions on adding records.

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

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

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

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

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

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

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

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

click Menu and select Show List Filter. see Updating Record Details (on page 31). 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. The Opportunity Edit page shows the complete set of fields for an opportunity. On the Opportunity List title bar. Complete the steps described in Updating Groups of Records (on page 53). Click the All link in the alphabet bar. click the drop-down list and change the selection. click Menu and select Mass Update. Edit fields inline on the Opportunity List page or select the service request to open the Details page. see Updating Record Details (on page 31). TIP: You can also edit opportunity information on the Opportunity List page and the Opportunity Detail page. For more information on updating records. On the Opportunity List title bar. For more information on updating records.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. CRM On Demand Online Help Release 15 171 . See View List Page (on page 49) for an explanation of the information.

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

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

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m. you can view saved forecasts to examine the history of opportunities on which the team is currently working. About Forecasts A forecast is a snapshot of revenues over time. CRM On Demand Online Help Release 15 175 . The remainder of the process is automatic.C H A P T E R 8 8 Forecasts Use the Forecast pages to review. After receiving this alert. Siebel CRM On Demand calculates forecasts over quarters and breaks down that information by month. Your company sets up forecasts to be run on a weekly or monthly basis. At 1. Individual sales representatives do not have to compile statistics. preventing anyone from editing it. An hour before the next scheduled forecast generation. In addition. adjust and submit forecasts. 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. A forecast is a saved snapshot of revenues over time. you can review the forecast to analyse the recently calculated pipeline. the current forecast is automatically archived. Instead. forecast and closed revenue against quota information. 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. on the specified day (hosting facility time zone). Forecasts in Siebel CRM On Demand automate a process that is often manual.00 a. and sometimes inaccurate. the system automatically generates the forecast and displays an alert that appears on My Homepage. they decide when to include a record in their forecasts.

For product. fields and options in drop-down lists. Siebel CRM On Demand retrieves records that meet a series of conditions. such as changing names for record types. Click the All link to show the entire list of forecasts. Therefore. This page lists forecast summary information relevant to you. Forecast Homepage The Forecast Homepage is the starting point for managing forecasts. see Working with Records (on page 14). Locate specific forecasts by clicking the alphanumeric links. NOTE: Company administrators can customise your application in a variety of ways. closed revenue is recognised in the period between the Start and Close date. 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. the information that you see on-screen might differ from the standard information described in the online help.Forecasts When calculating forecasts. Number of records displayed. Forecast revenue equals the total revenue for all records that have the Forecast checkbox selected. regardless of the setting of the Forecast checkbox on the individual records. account and contact revenue forecasts. 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. 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. All and Alphanumeric Links. 176 CRM On Demand Online Help Release 15 .

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

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

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

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

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

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

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

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

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

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To ensure the highest levels of service and to create a service request record that accurately captures all service activity. This page contains several sections and displays service request information that is relevant to you. can also be captured. The first 10 filtered lists.C H A P T E R 9 9 Service Requests Use the Service Request pages to record. 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. such as solutions or activities required to resolve the service issue. 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. If your user role includes the Personalise Homepages privilege. CRM On Demand Online Help Release 15 187 . changes to records are tracked through an audit trail. 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. About Service Requests A Service Request acts as a file of record for all service activity. you can add sections to the page and remove sections from the page. Service Requests Homepage The Service Request Homepage is the starting point for managing service requests. Additional information. Service Requests include the detailed information regarding the service issue. track and address customer requests for information or assistance.

Escalated All service requests. Date task is due as set by you or your manager. 188 CRM On Demand Online Help Release 15 . If a previously created list does not appear on the Service Request Homepage. sorted by due date and then by priority. Link for expanding the list of your open service requests. My Open Service Requests Section The My Open Service Requests section shows the following information: My Open Service Requests list. These custom lists appear above the standard set of lists. All standard lists are public and can be viewed by everyone. click any list.Escalated Status=Open. These lists are view-only. The following table describes the standard lists. create a new list. in the order they were created. The Manage Lists page also includes the standard lists delivered with CRM On Demand. List of your open service requests. or view. click the drop-down list to see all the available lists and make your selection. sorted by the created date All service requests. see Working with Lists (on page 39). Due Date. 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. on the Service Request List page. Show Full List. 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 . You and your managers can create additional lists based on different criteria. Manage Lists. Status = Open .Service Requests The application comes with a set of standard lists. therefore you cannot edit or delete them. edit or delete an existing list. Then. My Open Service Request Related Tasks Section The My Open Service Request Related Tasks section shows open service request-related tasks assigned to you. This link takes you to the page where you can review all available filtered lists.

the Open Service Request Analysis section allows you to see your service requests by status. Number the system assigns to identify the service request. In the standard application. Link for expanding the list of service request-related tasks. use the directional arrows to add or remove sections and to organise the sections on the page. Title of task. An upward pointing red arrow indicates high priority. In this section.Steps for Service Requests Arrow symbol. 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. Show Full List. Click the link to review the task. Open Service Request Analysis Section Your company administrator can change the analysis shown in this section. you can place your pointer on the chart to see specific information. 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 . click a segment to review a detailed report. or change the categories in the drop-down list to view the same data from another perspective. priority or product area. a downward pointing green arrow indicates low priority and no arrow indicates medium priority. SR Number. Priority for tasks as set by you or your manager. On the Service Request Homepage Layout page. The graphical representation of the volume of service requests that you are handling offers a view of how many open service requests exist. Click Save. Subject. Other Sections If your user role includes the Personalise Homepages privilege. click the Edit Layout link. the breakdown by priority or which product areas are generating the most customer calls.

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

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

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

You can view the audit trail that tracks the changes made to the audited fields. If your company uses solutions. indicating how the problem was solved. you can close the service request. Click the green check mark icon in the Status field to save the change. indicating that you have followed up with your customer. the solution is linked to the service request record. 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. 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 . By default.Steps for Service Requests Closing Resolved Service Requests After you have satisfactorily answered your customer's request. click in the Status field of the Service Request that you want to close. To close a resolved service request 1 2 3 On the Service Request List page. Select Closed from the drop-down list in the field. the following fields are audited for service requests. Viewing Audit Trails for Service Requests Your company administrator determines which service request fields (if any) are audited.

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

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

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

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

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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). CRM On Demand Online Help Release 15 199 . Solutions contain information about how to resolve a customer problem. By maintaining a knowledge base of solutions. update and track solutions. Very active solutions could indicate a severe product defect and the need for more information. regardless of experience. your service representatives. Service managers review. have access to a centralised knowledge base to help them quickly resolve service issues for your customers.C H A P T E R 1 0 10 Solutions Use the Solution pages to create. To assist organisations in improving the information they provide or in identifying potential product or service challenge areas. Service agents and other experts add draft solutions to expand the breadth and depth of your knowledge base over time. approve and publish solutions. 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. In addition. the knowledge base grows as users interact with customers and create new solutions. Poor solution ratings could indicate the need to provide additional or clearer explanations. the system tracks the usage of solutions and allows users to rate solutions.

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

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

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

Therefore. depending on your access level. you may not be able to perform all procedures described in the preceding list. your user role must include the Publish Solutions privilege. 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).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. Also. For additional procedures that are common to all records. 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. the information that you see on-screen might differ from the standard information described in the online help. 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.

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

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

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

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

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

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

which you can access using reports and analyses. 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. 3 An activity record is created for the communication. the matching record appears. You need to know how many calls. This tracking feature builds a database of information about your operations and your customers. you need tools and information to help you operate your call centre effectively. For emails. If multiple matches are found. the application doesn't link the activity to a specific record. Managing the Call Centre As a supervisor. Account. This information is captured in the Origin field. emails and voicemails your team handles. Every customer communication can be tracked and linked to customer 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. 2 If a single match is found. For instructions. Lead. which are the fields used to determine matches. NOTE: For campaign records to include the phone numbers and email address fields. 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. Campaign Phone #. the application looks for matches based on: Originator email address. 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.Managing the Call Centre 1 Searches existing records in the Siebel CRM On Demand database to match Contact. This information is captured in the Origin field. CRM On Demand Online Help Release 15 211 . You need to do this manually. NOTE: If an agent transfers a call to another agent. Service Request and Campaign records. an Activity will be created for the agent to whom the call is transferred. see Customising Static Page Layouts (on page 561). For phone calls. the application looks for matches based on: Originator phone number (the phone number from which the customer is dialling). which is linked to the matching record.

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

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

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. This displays a full page of records which you can scroll through page by page. see Wrapping Up Communication Activities (on page 225). For a description of the fields (columns). the information that you see on-screen might differ from the standard information described in the online help.Communications Manage Lists. Link that takes you to the page where you can review the entire list of created filtered lists. however you cannot edit or delete them. fields and options in drop-down lists. Therefore. The list of filtered lists on the Manage Lists page includes the standard lists. Link for expanding the list of most recently completed communications. these standard lists appear in the drop-down list on the Activities Lists page. such as changing names for record types. Show Full List. create a new list or delete an existing one. Recently Completed Communications Section The Recently Completed Communications section lists your most recently completed interactions. 214 CRM On Demand Online Help Release 15 . However.

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

The application searches the Siebel CRM On Demand database for existing records that match the caller's phone number. (Available only when working off hook) Automatically accepts the inbound call so callers are connected without you taking any additional steps. Welcome Prompt Wav Recording that plays when a customer is routed to your phone File number. 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. Lead. you need to update your user settings. work off hook. Instead. click User Preference. Lead or Account record). In the Configuration window. and change other phone-handling behaviour. The Call Detail page appears in other cases (no match. see "Updating Your Phone Number" above. To set your user preferences 1 2 In the Communication Tools section in the Action bar. Automatic Call Acceptance Phone Settings Voicemail Prompt Agent Name Prompt Wav File Voicemail Greeting prompt Wav File Recording that states your name.Communications Setting User Preferences To change your personal greeting. If one match is found. For information on the Phone Settings options. Contact. Recording that plays when a call is routed to your voicemail. you can use the Voice Controls section in the Action bar to answer the phone. Contact. select the General Phone and Voicemail Prompt settings you want: Setting Description General Phone Incoming Call Screen Pop Automatically opens the Service Request. the matching record appears (Service Request. Account or Call Detail page when you answer a phone call. 216 CRM On Demand Online Help Release 15 . multiple matches). the number the caller dialled or the caller entered digits (CEDs).

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

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

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

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

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

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

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

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

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

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

This period is calculated by including all the calls in all the workgroups to which the agent is assigned. Number of ACD voicemails taken by the agent. 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. Available. 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. Unavailable and so on. for example. Indicates the status of voice calls. Example: Agent is member of workgroup 1. 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. The longest time that a call has been in the queue. CRM On Demand Online Help Release 15 227 . Number of ACD voicemails in the queue for all the workgroups to which the agent is assigned. Number of calls in the queue for all the workgroups that the agent is assigned to.

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

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

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

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

See Destination in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). Name of group to which the interaction is routed.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. date and timestamp the communication is assigned to the agent. Time. Time in seconds that the agent spends in wrap up (with the Wrap Up form open). See Status in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). Time in seconds between start time and end time. Time in seconds that the caller is selecting options from the menu prompts combined with queue hold time. date and timestamp that the communication is wrapped up. Time. See Owner 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 Origin in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). Sum of interaction time and wrap up time. For emails. See Subject in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). 232 CRM On Demand Online Help Release 15 . 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 that the customer is selecting options from the menu prompts. See Resolution Code in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). See Type in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). this shows 0.

Additional Information Modified By Description See Modified By in Wrapping Up Communications Activities (see "Wrapping Up Communication Activities" on page 225). See Description in Wrapping Up Communications Activitie (see "Wrapping Up Communication Activities" on page 225)s.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 . Voicemail and Email Detail Pages Click a topic to see instructions for performing the following from the 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). Call.

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

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

see Working with Records (on page 14).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. depending on your access level. 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. 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. such as changing names for record types. Also. Therefore. you may not be able to perform all procedures described in the preceding list. 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 . the information that you see might differ from the standard information described in the online help. fields and options in picklists.

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

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 for your required task described in the Manage Lists Page (on page 48). click Menu and select Refine List. click Menu and select Export List. enter the required information and save the record. select a number of records to see at one time. Then click on a letter in the alphabet bar. On the MedEd List title bar. For events beginning with numbers. Click the Previous or Next links. Complete the steps described in View List Page (on page 49). On the MedEd List title bar. On the MedEd List title bar. In the Number of records displayed list at the bottom of the page. update the event and save the record. click the picklist and change the selection. On the MedEd List title bar. Complete the steps described in Creating and Refining Lists (on page 44). click New Event. Click the Name column header to sort the data. On the Edit page. On the MedEd Edit page. click Menu and select Show List Filter in the MedEd List title bar. 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 . Complete the steps described in Exporting Records in Lists (on page 50). click Menu and select Manage Lists. Select the record. click the picklist and change the selection. Complete the steps described in Creating and Refining Lists (on page 44). On the MedEd List title bar. On the MedEd List title bar. click 0-9. click Menu and select Create New List. On the MedEd List title bar.

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

However. Limit of 500 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 . Objective Session Details Modified By Description Limit of 500 characters. This value affects the records that are included in reports that you or your managers run (from Reports and Dashboard pages). access levels can be adjusted to restrict or expand a user's access. Required field by default. Limit of 250 characters. Details regarding session.MedEd Fields Field Description Additional Information Owner Person assigned to this record. followed by the date and time when the record is created or updated. System-generated. the owner can update record details or delete the record. Generally. Name of the person who creates or updates the record.

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

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

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

fields and options in picklists. the information that you see might differ from the standard information described in the online help.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. 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. 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. Also. depending on your access level. If you are a fund participant. you may not be able to perform all procedures described in the preceding list. you can create and update fund requests. 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 . such as changing names for record types.

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

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

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

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

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

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

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

click Menu and select Manage Lists. select the record. click 0-9. On the Funds List or Fund Requests List page. On the Funds List or Fund Requests List title bar. For funds beginning with numbers. specify how many records you want to see at one time.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. Complete the steps described in View List Page (on page 49). Click the Previous or Next links. 254 CRM On Demand Online Help Release 15 . In the Number of records displayed list at the bottom of the page. click Menu and select Refine List. click Menu and select Show List Filter. On the Funds List or Fund Requests List title bar. On the Funds List or Fund Requests List title bar. Complete the steps described in Creating and Refining Lists (on page 44). Then click on a letter in the alphabet bar. The Fund Edit page shows the complete set of fields for a fund record. On the Funds List or Fund Requests List title bar. click the picklist and change the selection. 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. Complete the steps for your required task described in the Manage Lists Page (on page 48). update the fund or the fund request record and save the record. click the picklist and change the selection. On the Edit page.

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

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 .

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

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

CRM On Demand Online Help Release 15 259 . fields and options in picklists. On the Household Edit page. see Finding Records (on page 17). To profile a household 1 Select the household. click Edit. the information that you see might differ from the standard information described in the online help. For a description of the fields. 2 3 On the Household Detail page. Therefore. 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. For instructions on selecting households. you may not be able to perform all procedures described in the preceding list. such as changing names for record types. Also.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. see Household Fields (on page 262). fill in the information. depending on your access level.

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

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

Select the record. click the picklist and change the selection. update the household and save the record. On the Household List title bar. On the Edit page. Field Description Key Household Information Household Name Primary Limit of 50 characters. Read-only. such as Total Assets. the information that you see might differ from the standard information described in this table. 262 CRM On Demand Online Help Release 15 . On the Household List title bar. Therefore. 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. are totalled from all contacts with the Roll Up field selected in the household. such as changing names for record types. The following table provides additional information regarding some fields. Non-totals fields. fields and options in picklists.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. The Household Edit page shows the complete set of fields for a household. click Menu and select Mass Update in the Household List title bar. Complete the steps described in Updating Groups of Records (on page 53). Additive fields. NOTE: Company administrators can customise your application in a variety of ways. click the picklist and change the selection. are usually rolled up from the primary contact in the household. 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. such as addresses.

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

Households Field Primary Goal Description Populated from contact record of the head of household. Read-only. 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 .

CRM On Demand Online Help Release 15 265 . NOTE: Your company administrator determines which tabs are available to you. 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. All standard lists are public and can be viewed by everyone. You and your managers can create additional lists based on different criteria. The first 4 filtered lists (by default). The application comes with a set of standard lists. If your job responsibility does not include tracking portfolio account information. 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. Portfolio Account Lists Section The Portfolio Account Lists section shows the following information: Portfolio Account Lists. These custom lists appear in alphabetical order above the standard set of lists. update and track portfolio accounts. arranged in alphabetical order. About Portfolio Accounts Portfolio accounts can represent: Financial accounts: a brokerage account. 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. This page provides a window to portfolio account information relevant to you and contains several sections.

The following table describes the standard lists that are available by default. Link that takes you to the page where you can review the entire list of created filtered lists. List of the most recently modified portfolio accounts. although you cannot edit or delete them (you can only view them). Manage Lists. see Working with Lists (on page 39). The list of filtered lists on the Manage Lists page includes the standard lists.Portfolio Accounts If a previously created list does not appear on the Portfolio Account Homepage. 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. create a new list. Show Full List. sorted by the created date All portfolio accounts to which you have visibility. 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 . Portfolio Account List Filters All Portfolio Accounts All portfolio accounts to which you have visibility All portfolio accounts to which you have visibility. on the Portfolio Account List page. edit or delete an existing list. click any list. Link for expanding the list of recently modified portfolio accounts. or view. and make your selection. click the picklist to see all the available lists. Then. Recently Modified Portfolio Accounts Section The Recently Modified Portfolio Accounts section shows the following information: Recently Modified Portfolio Accounts list.

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 . Therefore.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. such as changing names for record types. 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. depending on your access level. Also. fields and options in picklists. the information that you see might differ from the standard information described in the online help. you may not be able to perform all procedures described in the preceding list.

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

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

Complete the steps described in Exporting Records in Lists (on page 50). click 0-9. click Menu and select Manage Lists. Account lists Complete the steps for your required task described in Manage Lists Page (on page 48). Complete the steps described in Creating and Refining Lists (on page 44). click the picklist and change the selection. In the Number of records displayed list at the bottom of the page. For portfolio accounts beginning with numbers. On the Edit page. On the Portfolio Account List title bar. Select the record. 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 View List Page (on page 49). On the Portfolio Account List title bar. select a number of records to see at one time. click Menu and select Refine List. click Menu and select Show List Filter. click Menu and select Batch Delete. Then click on a letter in the alphabet bar. Find a portfolio account Click the Account Number column header to sort the data. Manage all the Portfolio On the Portfolio Account List title bar. click Menu and select Export List. update the portfolio account and save the record. On the Portfolio Account List title bar. On the Portfolio Account List title bar. Complete the steps described in Deleting and Restoring Records (on page 63). Complete the steps described in Updating Groups of Records (on page 53). 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. click Menu and select Mass Update. click the picklist and change the selection. 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. On the Portfolio Account List title bar.

Lookup field for the institution linked with this portfolio account. Group Policy. 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. Status of the portfolio account. Revenue linked with this portfolio account. The parent portfolio account for the current portfolio account. Pending. IRA. Savings and Other. Name of the person who creates or updates the record. fields and options in picklists. Life Insurance. A picklist of available account types. Limit of 100 characters. Therefore. such as changing names for record types. it may be the date that all shares are sold. NOTE: Company administrators can customise your application in a variety of ways. The date that the financial account is opened. Lookup field for the product linked with this portfolio account. The date that the account is closed. Read-only. 401K. Lookup field for the account linked with this portfolio account. The Portfolio Account Edit page shows the complete set of fields for a 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 . If this is an individual holding. Field Description Key Account Information Account Number Institution Product Account Type Required field. Mutual Fund. Default values are: Active. followed by the date and time when the record is created or updated. The following table provides additional information regarding some fields. Quote. Terminated and Closed. the information that you see might differ from the standard information described in this table. Checking.

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

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

Title of service request. edit or delete an existing list. Link for expanding the list of recently modified vehicles. Subject. Link that takes you to the page where you can review the entire list of created filtered lists. The list of filtered lists on the Manage Lists page includes the standard lists. Service requests assigned to you. or view.Vehicles Manage Lists. 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. List of vehicles with data that was recently changed. see Working with Records (on page 14): Updating Record Details (on page 31) 276 CRM On Demand Online Help Release 15 . Link for expanding the list of vehicle-related service requests. Click the SR Number link to review the service request. create a new list. Show Full List. although you cannot edit or delete them (you can only view them). Recently Modified Vehicles Section The Recently Modified Vehicles section shows the following information: Recently Modified Vehicles list. Vehicle-Related Service Requests Section The Vehicle-Related Service Request section shows the following information: Vehicle-Related Service Requests. Show Full List.

update the Owned By field in the Vehicle record. the information that you see might differ from the standard information described in the online help.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. 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. click Edit in the title bar. such as changing names for record types. 1 Select the vehicle. Therefore. you may not be able to perform all procedures described in the preceding list. click Save. Save the record: To save this record and then open the Vehicle Detail page (where you can link information to this record). click Save & New Vehicle. CRM On Demand Online Help Release 15 277 . For instructions on selecting vehicles. Also. see Finding Records (on page 17). update the vehicle record to track the vehicle ownership. To save this record and then open the Edit page (where you can create another vehicle record). depending on your access level. On the Vehicle Edit page. fields and options in picklists. 2 3 4 On the Vehicle Detail page.

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

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

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

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

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

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

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

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

Show Full List. 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. The list of filtered lists on the Manage Lists page includes the standard lists. Top opportunities assigned to you. Link for expanding the list of dealer-related opportunities. although you cannot edit or delete them (you can only view them). Link that takes you to the page where you can review the entire list of created filtered lists. create a new list. List of dealers whose information was recently changed. 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 .Dealers Manage Lists. edit or delete an existing list. Show Full List. Dealer-Related Opportunities Section The Dealer-Related Opportunities section shows the following information: Dealer-Related Opportunities. or view.

Also. On the Dealer List title bar. On the Dealer List title bar. you can also switch to another dealer list. Complete the steps described in Creating and Refining Lists (on page 44). click the Manage Lists link and select New List. On the Dealer List title bar. From the Dealer List page. the information that you see might differ from the standard information described in the online help. click 0-9. Create a dealer record Create a new Dealer list Export the list Find a dealer CRM On Demand Online Help Release 15 287 . such as changing names for record types. The picklist contains both standard lists distributed with the application and custom lists for your company. Complete the steps described in Assigning Records to Books (on page 619). On the Dealer List title bar. click Menu and select Export List. 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. depending on your access level. Complete the steps described in Exporting Records in Lists (on page 50). enter the required information and save the record. For a description of the standard lists. click Menu and select Create New List.Dealer List Page NOTE: Company administrators can customise your application in a variety of ways. click Menu and select Batch Assign Book. see the table in Dealer Homepage (on page 285). For dealers beginning with numbers. Follow the steps in the New Dealers List wizard and click Finish when you are done. Then click on a letter in the alphabet bar. fields and options in picklists. Click the Name column header to sort the data. click New Dealer. Therefore. The following table describes what you can do from the Dealer List page. On the Dealer Edit page. you can review multiple dealers at a glance. you may not be able to perform all procedures described in the preceding list. Using the drop-down menu. 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. such as changing names for record types. The following table provides additional information regarding some fields. click Menu and select Manage Lists. 288 CRM On Demand Online Help Release 15 . On the Dealer List title bar. specify how many records you want to see at one time. The Dealer Edit page shows the complete set of fields for a dealer. On the Dealer List title bar. 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. Complete the steps for your required task described in Manage Lists Page (on page 48). Complete the steps described in Creating and Refining Lists (on page 44). click Menu and select Show List Filter. On the Dealer List title bar. click Menu and select Refine List. 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. 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. On the Edit page. the information that you see might differ from the standard information described in this table. fields and options in picklists. update the dealer and save the record. Select the record. click the picklist and change the selection. Therefore. click the picklist and change the selection. Complete the steps described in View List Page (on page 49). In the Number of records displayed list at the bottom of the page.

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

For more information on custom fields. see About Custom Fields (on page 548).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. and make the custom field visible in the Account view only. 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 .

C H A P T E R 1 8 18 Personalising Your Application As an end-user of the Siebel CRM On Demand application. use the My Setup pages to personalise your Siebel CRM On Demand application. For step-by-step instructions. 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 .

Currency. Limit of 50 characters. In the Personal Profile section. To update your personal details 1 2 3 4 5 In the upper right corner of any page. In the Personal Edit form.Personalising Your Application Related Information For additional topics of interest when you are personalising your application. 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. This is a required field. click the Personal Profile link. Last Name Middle Name Mr/Mrs 292 CRM On Demand Online Help Release 15 . The last name of the user. click the My Setup global link. Your company administrator controls the layout and information that you see on your Personal Detail page. In the Personal Information section. NOTE: Changes made to your Default Language. consequently there might be differences between the following descriptions and what you see. The middle name of the user. 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. In the Personal Detail section. such as your address and phone number. click the My Profile link. This is a required field. update the information. 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. The salutation of the user. click Edit.

This read-only field indicates the status of the user. 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 . The group to which this user has been added.co. Limit of 40 characters. This is a required field. The information in this field is inherited when added by an administrator.Updating Your Personal Details Field Description Reports To Status This read-only field indicates the manager of the user. The ID with which the user signs in to the application.uk. This is a default field and is set up at the time the company is created. This is a required field and is set up by the administrator. The company to which the user belongs. This read-only field indicates the role assigned to the user. Only active users can access Siebel CRM On Demand. which the administrator sets up. For example. A further refinement of the region or area where the user is located. The region or area where the user is located. enter the user's preferred name or nickname. This is a required field. A unique system identifier for a user used in conjunction with Company Sign In ID to sign in to the application. Limit of 40 characters. The complete email address for a user. The user's work telephone number. The secondary email address for the user. Read-only. The user's mobile phone number. such as isample@rightequip. The email address is used for system notifications such as a reset password notification. The job title of the user. This is a required field and is set up by the administrator. A role provides the data access rules and tab layout for the user. which the administrator sets up. This is a required field. 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.

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

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

000. hyperlinks and icons. whereas users who select the English . an appointment scheduled for 11:00 a. For information on other fields. Users should select the format that they are most comfortable with. times and dates. Locale. Depending on the company's default language. Country or Time Zone settings for their company.00. A theme changes the look and feel of the application. For example. who sets up and customises Siebel CRM On Demand for their entire organisation.United States setting see the same amount as 110.m. because of the three-hour time difference. phone numbers. they must contact Siebel Customer Care. The available themes are: Classic. 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. currencies. for a user whose setting is EST. Note: You must sign out and in again to activate some of the changes (Language. Contemporary or Oracle.00. Currency. CAUTION: If company administrators change the Language. This checkbox allows you to specify whether the Siebel CRM On Demand Welcome Page is displayed when you sign in to the application. Locale Language 296 CRM On Demand Online Help Release 15 .Personalising Your Application Field Description Theme Name This picklist allows you to select the themes available application-wide for your application. online help and tutorials. Show Welcome Page on Sign In 6 Save the record. For example. their company's reports and forecasts are run with the previous settings.000. The Language setting allows users to change the language for the user interface. Time Zone and Currency). but each user can override these initial default settings. see User Fields (on page 603). About Profile Settings for Users Each company has at least one designated company administrator. users who select the German Germany locale setting see currency amounts that display 110. Otherwise. Company administrators initially set up some defaults that every user inherits. PST displays as 2:00 p. users may see certain items in reports in a language other than their default language. The Locale setting determines the formatting for numbers. including its background colour. A blank value means that you have to use the theme that your company administrator has set in the company profile.m. The following table describes what the settings affect.

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

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

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

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

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

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

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

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

To change your Action Bar Layout 1 2 3 In the upper right corner of any page. 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. Recently Viewed. For more information on Favourite Lists. use the left arrow to move the section from Displayed Section to Available Section. see the Favourite Records Page (on page 39).Changing Your Action Bar Layout 8 Save the record. 4 In the Customise Favourites section of this page. click Action Bar Layout in the Personal Action Bar Layout section. Create. click Personal Layout. In the Layout Personalisation section. all available sections are displayed (Search. For more information on calendars. To set up your calendar 1 In the upper right corner of any page. click the My Setup global link. click the My Setup global link. see the Favourite Lists Page (on page 50). 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). In the Personal Layout page. complete the steps in the following procedure. By default. CRM On Demand Online Help Release 15 305 . Setting Up Your Calendar To set up your calendar. 5 Save the record. Favourite Records and Favourite Lists. To remove any sections from actively displaying. see Calendar and Activities (on page 71). 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.

go to the Group Calendar tab and select the Calendar group that you or your administrator created to view availability. click Add Users. select a calendar view. Complete the fields in the Manage View window.Personalising Your Application 2 3 In the Calendar Setup section. click Add. 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 . In the Grant New Users window. When you create a new appointment. click Calendar Settings. use the Lookup icon to add users with whom you want to share your calendar. From the Default Calendar View drop-down. 4 To share your calendar with another user: a b c Click Share Calendar. 6 Save the record. To select the calendar view that you would like to display by default on the calendar homepage: a b Click Default Calendar View. In My Calendar Share List. In My Custom Views. 5 To set up custom group calendar views: a b c Click Manage Group Views. Setting up custom group calendar views allows you to manage your view to other users availability.

the login fails. a CRM On Demand login window appears. If your company administrator has made this feature available to you. 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. This On Demand widget displays your favourite CRM On Demand lists. Simple List Widget. You can also embed Web widgets in portals. This On Demand widget displays reports created in CRM On Demand. Message Centrr Widget. All Opportunities. for example. 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. You can open the CRM On Demand application in a new browser window by clicking Open Application. 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.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. For more information on embedding the Favourite Lists Widget. Message Centre and so on. For more information on embedding the Message Centre Widget. For more information on embedding the Reports Widget. NOTE: The Simple List Widget does not provide shortcuts to the Fund or Fund Request records. you can enter your login details to access your CRM On Demand Favourite Lists. Reports Widget. CRM On Demand Online Help Release 15 307 . This On Demand widget displays a one-column list of shortcuts to your CRM On Demand records. When you successfully embed this HTML code in your application. 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. Then. The following On Demand widgets are available: Favourite Lists Widget. see Embedding a Message Centre Widget (on page 308). My Accounts and so on. see Embedding a Reports Widget (on page 309). For more information on embedding the Simple List Widget. To confirm if this feature is enabled in your CRM On Demand application. If it is enabled. navigate to My Setup. 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. The Message Centrr is located in the Action Bar of the CRM On Demand Homepage. Embed On Demand Content is displayed. see Embedding a Favourite Lists Widget (on page 308). see Embedding a Simple Lists Widget (on page 310).

You can use the Add to Google button to quickly add this widget to Google. a CRM On Demand login window appears. for example. From the Favourite Lists Widget section. When you successfully embed this HTML code in 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. copy the HTML code to your application. Using this On Demand widget. Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. Click Embed On Demand Content. Embedding a Message Centre Widget This On Demand widget allows you to embed a Message Centre in desktop applications that support Web widgets. a CRM On Demand login window appears. A mashup is a Web-based application that combines data from more than one source. All Opportunities. When you successfully embed this HTML code in your application. My Accounts and so on. You can also embed them in portals and in standalone Web pages. from your CRM On Demand application in desktop applications that support widgets. The Message Centre is located in the Action Bar of the CRM On Demand Homepage. From the Message Centre Widget section. Click Embed On Demand Content. 308 CRM On Demand Online Help Release 15 .Personalising Your Application Embedding a Favourite Lists Widget You can embed your CRM On Demand favourite lists widget. For more information about using CRM On Demand widgets on mashup sites. To embed Message Centre 1 2 3 Navigate to My Setup. 4 Enter your On Demand login details to access your Favourite Lists data. Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. You can also embed them in portals and in standalone Web pages. copy the HTML code to your application. 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. Click Embed On Demand Content. For more information on using On Demand widgets. Click Refresh to access the new messages. a CRM On Demand login window appears. To embed reports and dashboards 1 2 3 4 Navigate to My Setup. You can also embed them in portals and in standalone Web pages without having to log in to the CRM On Demand application. 7 Enter your CRM On Demand login details to access your reports (or dashboards). In the Path field. 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). select Report or Dashboard from the menu. enter the paths of the reports (or dashboards) that you want to display. see Reports (on page 347). Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. For more information on reports. For more information on dashboards. see Creating Homepage Custom Reports (on page 570). When you successfully embed this HTML code in your application. 5 6 Click Update HTML. You can also add this On Demand widget to the Google Desktop. see Example of Embedding On Demand Widgets (on page 310).About On Demand Widgets 4 5 Enter your CRM On Demand login details to access the messages in your Message Centre. see Dashboards (on page 487). Copy the HTML code to your application. In the Reports Widget section. NOTE: These paths must be separated by colons (:).

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

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

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tasks and appointments from Siebel CRM On Demand to Microsoft® Outlook. CRM On Demand Online Help Release 15 313 .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. This allows you to work offline. 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. disconnected from the Internet. Lotus Notes and your Palm Handheld and vice-versa. tasks and appointments to an Offline edition of Siebel CRM On Demand on your laptop or desktop. Opportunity or Service Request records in Siebel CRM On Demand. Contact. you can run a synchronisation session to keep the records consistent between the two applications. Personal Information Managers (PIM) You can copy your contacts. you can upload your changes to your company’s Siebel CRM On Demand application. Checking Your System Requirements Make sure that your computer meets the system requirements before you install the software. you can also link specific emails to Account. Microsoft® Outlook Through Siebel Outlook Email Integration On Demand. When you reconnect to the Internet. The software that you use for this feature is Siebel PIM Sync On Demand. This allows you to store critical emails with the relevant records. Lead. 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.

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

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. Contact Relationship Opportunities Contacts Accounts Contacts Appointments Tasks Open Activities CRM On Demand Online Help Release 15 315 . 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. such as Appointments and Tasks. Related Contacts Related Contacts is not part of the standard application.

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

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

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

TIP: The Offline Status information on the left displays the number of changes you make while working offline. To upload records 1 2 In the Offline edition. Adding and updating records works the same way in your Offline edition as it does in the main application. Sign in to 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. CRM On Demand Online Help Release 15 319 . NOTE: Deleting records must be performed from Siebel CRM On Demand. you will not be able to edit the record after it is saved in the Offline edition. you are prompted to perform a download. A progress bar appears. For instructions on viewing your time zone in Siebel CRM On Demand. You must be connected to the Internet to upload your records. if you want to transfer the ownership of the account from yourself to another employee. Before you begin. 3 When the upload is completed. If you receive an error message. and then change the owner in Siebel CRM On Demand. you want to upload the new information to your company's Siebel CRM On Demand application. click the Upload button. Also. the uploading process continues but ignores the records with the conflicting changes. (If you transfer ownership. not the Offline edition. upload the account first. followed by a message notifying you of a successful upload. 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. see Updating Your Personal Details (on page 292).) 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. 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 can update records wherever you see an Edit button or an Edit link.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. Before you begin.

you run Siebel PIM Sync On Demand again so that the information in both Siebel CRM On Demand and the PIM is consistent. To do so. This is a conflict that is recognised during the synchronisation. 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.0 Palm Desktop 4. You can then make changes.Working with Other Applications NOTE: You must download a new data set otherwise your Offline edition will be read-only. open the UploadError file in the Offline On Demand directory or print it. the field change in Siebel CRM On Demand overrides your changes.x This allows you to update contact records. NOTE: In order to install and run the sync software. Lotus Notes 6. For example. However. and updates made by other employees in Siebel CRM On Demand are downloaded to the PIM. you must have administrator rights that allow you to install software on your desktop. such as adding a contact or updating a contact's business phone number from either application. which is Siebel PIM Sync On Demand. if an error cannot be resolved by this rule. Finally. By default. schedule appointments and keep To-Do lists in either application and then synchronise the information. Synchronising with PIMs You can synchronise contacts. you first install the software that allows for the synchronisation. 2003. To review the errors. you then do the initial synchronisation between Siebel CRM On Demand and the PIM. 320 CRM On Demand Online Help Release 15 . Using the sync software.0/6. another employee might update an email address in Siebel CRM On Demand while you updated the same email address in the Offline edition. 4 Click Yes and continue with the download. 2007. you need to address each issue manually.5/7. appointments and tasks between Siebel CRM On Demand and the following PIMs: Microsoft® Outlook 2002.

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

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

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

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 6.0/6./Ms.Working with Other Applications Siebel CRM On Demand Field Contact County Contact Address Contact Zip/Post Code Account Department Email Work Fax No. First Name (Required) Job Title Last Name (Required) Middle Name Mobile Phone # Description Private Mr.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 .5/7.

based on criteria that you specify. Before you begin: Connect to the Internet. you need to: 1 2 Install the synchronisation software (Siebel PIM Sync On Demand). you can use filters to synchronise a subset of records. When synchronising data.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. NOTE: You can create filters during this step. Configure the settings for synchronisation.5/7.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. For example.0/6. 3 Perform the initial synchronisation of data. CRM On Demand Online Help Release 15 325 . 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.

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

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

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

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

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

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

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

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

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

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. 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. 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 . In the New Task or New Appointment form. Related Records 6 From the Create a Task window. In the Selected Records area. this area shows the contact records whose email addresses in Siebel CRM On Demand exactly match the records in the To.Adding Emails from Microsoft Outlook and Lotus Notes This area Contains these records Selected Records Initially. Cc and From fields in the emails. You can move records from other areas in this window to the Selected Records. Click Save. update the information and save the record. Click Save. Select Add New Opportunity to On Demand or Add New Service Request to On Demand. Update the information in the New Opportunity or New Service Request form. NOTE: A contact must have a linked account record for this email to be saved to it. 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. right-click on the email recipient name. the application saves the email to all the records in this area and to account records linked to them. select the Create a New Task or Create a New Appointment checkbox.

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

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

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

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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.

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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

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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

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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

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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

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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.

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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

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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.

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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.

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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.

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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

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

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

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

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

only data can be downloaded. In the Open Analysis dialog box. 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 (. 358 CRM On Demand Online Help Release 15 .txt) Download Web Page (MHTML) 7 8 9 Follow the on-screen instructions to download the report.csv) Download Data (. click the Create New Analysis button. Scroll to the bottom of the report. click the Preview Analysis button. Click the Close button in the upper right hand corner to return to the Siebel CRM On Demand Answers page. click the Download link. In the title bar. Download Data (.Reports NOTE: Downloading charts to Excel 2000 is not supported.txt) Download Web Page (MHTML) 4 5 Follow the on-screen instructions to download the report. From the Open Existing Analysis section. Click the Close button in the upper right hand corner to return to the Reports Homepage. Click the Close button on the Siebel CRM On Demand Answers page to return to the Reports Homepage. click Open Analysis.csv) Download Data (. locate and select the analysis you want to download and then click OK. 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.

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

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

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

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

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

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 . Open the cosmetic formatting dialog box. To restore the default appearance Access the cosmetic formatting dialog box for the item. Step 1: Defining Criteria The defining criteria step consists of several sub steps. Select the item to which you want to paste the formatting. column or table cell. 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. navigate to the saved report and click OK. and click the copy formatting button.Reports To copy and paste a formatting attribute 1 2 3 Select the item whose formatting you want to copy. such as a row. Click either the Saved Results link or the Preview Analyses button. and then click the clear formatting button. access the cosmetic formatting dialog box and click the paste formatting button.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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. where hh is the number of hours. For example. and formats the number of minutes in an hh display. Integral Field Format String Result [MMM] [MMMM] [DDD] [DDDD] Displays the abbreviated month name in the user's locale. For days of the week. [FMT:timeHour(min)] [FMT:timeHour(sec)] CRM On Demand Online Help Release 15 383 . Fields where the output is in [FMT:timeHour] format. This assumes that the value represents the number of seconds that have elapsed since the beginning of the day. 2 represents Monday and so on.10 as 06 AM. 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).) 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. Displays the full day of the week in the user's locale. Displays the full month name in the user's locale. 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. with 12 representing December. Fractions are dropped from the value. a value of 3600 as 1 AM and a value of 61214. For example. Displays the abbreviated day of the week in the user's locale. and formats the number of hours in an hh display. such as 8 PM. and a value of 12. 2 represents February and so on. where hh is the number of hours. 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. a value of 600 is formatted as 12 AM. (This format displays the hour field only in the locale's format. and formats the number of seconds in an hh display.30 as 5 PM. with 7 representing Saturday. For example. where hh is the number of hours. Fractions are dropped from the value. 1 represents January. For months. 1 represents Sunday.24 as 12 PM. These allow the display of month and day names in the user's locale. This assumes that the value represents the number of minutes that have elapsed since the beginning of the day. a value of 2 is formatted as 12 AM. Fractional hours are dropped from the value.

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). a value of 1.5 as 1:30 AM and a value of 13. but omits the seconds. and converts the value to an hh:mm display. minutes and seconds. Fractions are dropped from the value. described in the topic General Custom Format Strings. and converts the value to an hh:mm:ss display. where hh is the number of hours. (This format displays the time in the locale's time format. Fractions are dropped from the value. This assumes that the value represents the number of seconds that have elapsed since the beginning of the day.) 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. This assumes that the value represents the number of hours that have elapsed since the beginning of the day. a value of 12 is formatted as 12:12 AM. and converts the number of hours to an hh:mm display.) 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. These can be used on fields that contain integers or real numbers that represent time. For example. and converts the value to an hh:mm display. where hh is the number of hours and mm is the number of minutes. (This format displays the time in the locale's time format. 384 CRM On Demand Online Help Release 15 . a value of 0 is formatted as 12:00 AM. [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.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. They can also be used where the output is in [FMT:timeHourMin] format. They can also be used where the output is in [FMT:time] format. For example.75 as 1:45 PM. mm is the number of minutes and ss is the number of seconds. 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. a value of 120 as 12:02 AM and a value of 43200 as 12:00 PM. a value of 60 is formatted as 12:01 AM. For example. a value of 73 as 1:13 AM and a value of 750 as 12:30 PM. For example. a value of 126 as 12:02:06 AM and a value of 43200 as 12:00:00 PM. where hh is the number of hours and mm is the number of minutes.

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

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

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

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

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

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

You can incorporate custom HTML or JavaScript to specify how information is displayed. and specify how rows should be separated. Users can create complex pivot tables that show aggregate and non-related totals next to the pivoted data. Use column selectors to allow users to dynamically change which columns are displayed in the analysis. column and section headings and swap them around to obtain different perspectives. Use the Legend view to document the meaning of special formatting used in results. preview them and apply the settings. links and so on. Use this view to show the filters in effect for a report. Use this view to display the results of a report as a ticker or marquee. using custom formatters. You can use HTML to include banners.Step 2: Creating Layouts Layout Pivot table Description Use this view if you want to be able to take row. elements can be formatted using custom formatters. It is useful for depicting target values that decline over time. For an interactive result set. This allows users to analyse data along several dimensions and dynamically alter the content of the results. This view supports a variety of formats and can include graphics. Like the Table view. bar and bulb-style gauges. Use this view to display a three-dimensional chart that represents target and actual values using volume. instructions. such as a sales pipeline. Use the gauge view to show results as gauges. You can enter in a sentence with placeholders for each column in the results. Use the View Selector view to select a specific view of the results from the saved views. the view selector appears as a drop-down list where users can make a selection. links. such as the meaning of custom colours applied to gauges. You can control what information is presented and how it scrolls across the page. graphics and so on. tickers. descriptions. allowing for flexible analysis. such as dial. in the results. Use this view to include static text in the results. 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 . This view is useful for calling attention to results and for late-breaking information. elements can be placed in pages. Use this view to display the results as one or more paragraphs of text. You can drag and drop headings to pivot results. Active-X objects. level and colour. Users can navigate through pivot tables and drill down into information. similar in style to the stock tickers that run across many financial sites on the Web. Use this view to specify explanatory text that is to appear if the report does not return any results. Java applets. allowing users to select elements. When placed on a dashboard.

a logo or a link to a custom online help page. specify the appropriate path in the Logo text box. 3 If you do not want the saved name of the report to appear. and timestamps to the results. 4 (Optional) If you want to display a logo image or other graphic. If you do not specify a title. If the box is checked. clear the Display Saved Name checkbox.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. find the Title view and click the Edit View icon. a subtitle. navigate to the Create Layout page. To work with a Title view 1 In Siebel CRM On Demand Answers. 392 CRM On Demand Online Help Release 15 . create or modify the report with which you want to work. 2 In the Title text box. the name of the saved report is used as the title. A Title view is always added to the results as the first view. enter the text to be displayed as the title. Titles and subtitles can be formatted. and then perform one of the following actions: To add a new Title view. the Title text box is blank. click the Add View button and then select Title from the drop-down list. the saved name is displayed below the text in the Title text box (if this text exists). To edit an existing Title view. For unsaved reports. navigate to the Create Layout page.

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

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

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

1

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

1

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

The Axis Scaling dialog box appears.

2

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Specify how rows should be separated. 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. and to insert line breaks. 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.Reports Type a sentence with placeholders for each column in the results. The user positions the cursor in the Narrative text box and types the characters @2. 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 regions are: The user then clicks the Line Break button twice. The text is formatted to appear in bold type and is followed by two line breaks. Postfix [br][b] End of Sales by Region report[/b] The entry appends text to the narrative. with introductory text and each region listed on a new line: This report shows your sales by region. The user wants the Narrative view to appear as shown in the following example. Use formatting buttons to make text bold. 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. or import the font formatting from a previously saved view. The user types the following text between the tags: This report shows your sales by region. Row Separator [br] The entry starts each row of the narrative text on a new line. The regions are:[/b][br][br] Explanation The entry prefixes the narrative with text. in the same manner as the Prefix. italic or underlined. Apply cosmetic formatting to the fonts used in the narrative view. Narrative @2 The entry includes the results from the second column (the region name) in the narrative text.

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

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

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

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

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

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

as required) on the page: Move View Right button .select this button to edit the No Results view. or. your employees are prompted to select which Account Type value should be seen when they run the report. Edit View button . Right Padding. Height. the filter is hard-coded and cannot be altered by the user at runtime. define a runtime prompt for the report. Border. 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. Bottom Padding) here. 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. if you define a prompt on Account Type for the report. Top Padding. Runtime prompts are useful because reports may need to be filtered differently based upon different users or the dates that reports are run.Step 3: Defining Prompts (Optional) The workspace shows the No Results view. You can specify Cell. 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. if a report contains a Region=North filter. If you define the prebuilt filter as a specific Account Type. it can present restricted choices for a column. 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.select this button to move the No Results view across the page to the right. Image prompt CRM On Demand Online Help Release 15 439 . Indent. such as Competitor. you can save the report with the No Results view. 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. 5 When you have finished. Select the Display Results checkbox to preview the No Results view. A column filter prompt can present all choices for a column. Background and Additional Formatting Options (Width. Delete View button . Click OK to return to the Layout Views page. For example. Format View button . Prompts can be created in Siebel CRM On Demand Answers from the Define Prompts page.select this button to move the No Results view up or down the page. For example.select this button to delete the No Results view. Move View Up or Move View Down button . Use the following buttons to move around and position the No Results view (and other views.

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

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

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

or a website accessible to all your users. For each area.100"> </map> 7 To extract the image map information from the HTML.50.50"> <area alt="Bottom" shape="rect" coords="0.100.com/imagemap. 9 To view the image prompt. enter the name of the column to be passed when a user clicks it. click OK."Account Country" "Units shipped" 8 When you have finished. in the format Table. the underlying filter constructed for that area displays.gif.0. and then click OK. Each <area> element must specify shape= and coords= attributes. and the value that is to be used. For example: Account.50"> <area alt="Top-right" shape="rect" coords="50. For example: <map> <area alt="Top-left" shape="rect" coords="0. When you click an area of the image. Make your changes. This text appears when a user moves the pointer over the image area. click the link Extract Image Map from HTML. 6 Enter the appropriate HTML <map> tags and data in the HTML box. in the Column box. Place double quotes around any column names containing spaces. The image prompt is shown on the Define Prompts page.0.Column Name.100. The Image Map Prompt Properties dialog box expands to show the area titles.Step 3: Defining Prompts (Optional) as \\ALLUSERS\graphics\map. You can click the Refresh link to see the results. click the Preview Analysis button. NOTE: The column needs to be a fully qualified column name. An HTML <map> statement with <area> elements is required.50. shapes and coordinates entered in the HTML box. will be mapped to the Area title. if specified. CRM On Demand Online Help Release 15 443 . You can change the values in the area title if you want.gif. To modify the properties of an image prompt 1 2 Click the Properties link to open the Image Map Prompt Properties dialog box. You can change the filter criteria and then click the Refresh link again to see the change reflected in the results. such as http://mycompany. The alt= attribute.

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

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

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

Using Functions in Analyses Finding the Formula Name To determine the formula name for a column. not for other dialog boxes where SQL can be entered. Avg Calculates the average (mean) value of an expression in a result set. It must take a numeric expression as its argument. AvgDistinct Calculates the average (mean) of all distinct values of an expression. Syntax: AVG (n_expression) where: n_expression Any expression that evaluates to a numerical value. first add the column to a report. and then the Column Formula tab in the resulting dialog box. This shortcut only works for the Column Formula dialog box. TIP: When the cursor is in the Column Formula dialog box. Click Edit Formula [fx]. It must take a numeric expression as its argument. CRM On Demand Online Help Release 15 447 . 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). Syntax: AVG (DISTINCT n_expression) where: n_expression Any expression that evaluates to a numerical value. 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. The formula name for that column can be found in the Column Formula text box. Aggregate Functions Aggregate functions perform work on multiple values to create summary results.

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

inclusive of the current row. This function always returns a double. the average is calculated based on the last n rows of data. if a table named Facts contained 200.000 rows. Syntax: COUNT(*) For example.000. Syntax: MAX (expression) where: expression Any expression. When there are an even number of rows. CRM On Demand Online Help Release 15 449 . integer) where: numExpr integer Any expression that evaluates to a numerical value. the average for the third row is calculated by taking the average of the first three rows of data and so on. Max Calculates the maximum value (highest numeric value) of the rows satisfying the numeric expression argument. the average for the second row is calculated by taking the average of the first two rows of data. Syntax: MAVG (numExpr. 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. When the nth row is reached. Median Calculates the median (middle) value of the rows satisfying the numeric expression argument. Any positive integer. Represents the average of the last n rows of data. The average for the first row is equal to the numeric expression for the first row. the median is the mean of the two middle rows.Using Functions in Analyses Count (*) (CountStar) Counts the number of rows.

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

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

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

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

00 500.00 RSUM This function calculates a running sum based on records encountered so far.00 500. The sum for the third row is calculated by taking the sum of the first three rows of data.00 100.00 600. 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. n) Where: n_expression n Example: The following example shows a report that uses the MSUM function. Represents the sum of the last n rows of data. the sum is calculated based on the last n rows of data.00 800. Any positive integer.00 400. The sum for the first row is equal to the numeric expression for the first row.00 200.00 1200.00 100. The sum for the second row is calculated by taking the sum of the first two rows of data.00 1000. and so on. inclusive of the current row. Any expression that evaluates to a numerical value.00 200. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC REVENUE 100. The sum for the second row is calculated by taking the sum of the first two rows of data. Syntax: MSUM (n_expression.00 300.Reports MSUM This function calculates a moving sum for the last n rows of data. 454 CRM On Demand Online Help Release 15 .00 3_MO_SUM 100.00 300.00 300.00 400.00 500. and so on.00 400.00 1300.00 500. When the nth row is reached.00 100.00 1500.00 1400.

00 100.00 100. An expression of any data type.00 2700.00 2200.00 400.00 200.00 RCOUNT This function takes a set of records as input and counts the number of records encountered so far.00 100.00 RUNNING_SUM 100.00 3300.Using Functions in Analyses Syntax: RSUM (n_expression) Where: n_expression Example: The following example shows a report that uses the RSUM function.00 800.00 300.00 500.00 3000.00 500.00 300.00 500.00 300.00 200. Syntax: RCOUNT (Expr) Where: Expr Example: The following example shows a report that uses the RCOUNT function.00 500.00 1200. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC REVENUE 100.00 3200.00 400. CRM On Demand Online Help Release 15 455 .00 1700. Any expression that evaluates to a numerical value.

00 500.00 200.00 500.00 300.00 500.00 500.00 500.00 100.00 500.Reports MONTH MAY JUNE JULY AUG SEPT OCT PROFIT 300. An expression of any data type. The specified data type must be one that can be ordered.00 500.00 200.00 500.00 456 CRM On Demand Online Help Release 15 .00 100.00 400.00 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. Syntax: RMAX (expression) Where: expression Example: The following example shows a report that uses the RMAX function.00 400.00 200.00 100.00 500.00 500.00 200.00 200.00 RMAX 100.00 300.00 500.00 500.00 400. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC PROFIT 100. 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.00 200. Syntax: RMIN (expression) Where: expression Example: The following example shows a report that uses the RMIN function.00 100.00 String Functions String functions perform various character manipulations.00 300.00 200.00 100.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. and they operate on character strings.00 100. An expression of any data type.00 100.00 100.00 100.00 300.00 100.00 200.00 500. The data type must be one that has an associated sort order.00 100.00 100.00 100.00 100.00 500. CRM On Demand Online Help Release 15 457 .00 400.00 100.00 100.00 RMIN 400. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC PROFIT 400.

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

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

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

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

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

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

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

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

Floor Rounds a non-integer numerical expression to the next lowest integer. Syntax: FLOOR (n_expression) where: n_expression Any expression that evaluates to a numerical value.Reports where: n_expression Any expression that evaluates to a numerical value. Syntax: LOG (n_expression) 466 CRM On Demand Online Help Release 15 . Syntax: DEGREES (n_expression) where: n_expression Any expression that evaluates to a numerical value. Exp Calculates the value e to the power specified. Log Calculates the natural logarithm of an expression. the FLOOR function returns that integer. If the numerical expression evaluates to an integer. Degrees Converts an expression from radians to degrees. 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). Syntax: MOD (n_expression1. n_expression2) where: n_expression (1 and 2) Any expression that evaluates to a numerical value. Syntax: POWER(n_expression1. Mod Divides the first numerical expression by the second numerical expression and returns the remainder portion of the quotient. Syntax: PI() Power Takes the first numerical expression and raises it to the power specified in the second numerical expression. n_expression2) where: CRM On Demand Online Help Release 15 467 . Log10 Calculates the base 10 logarithm of an expression. Syntax: LOG10 (n_expression) where: n_expression Any expression that evaluates to a numerical value.Using Functions in Analyses where: n_expression Any expression that evaluates to a numerical value.

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

the number of decimal places) to which to round. and 0 if the numerical expression argument evaluates to zero. Syntax: SQRT (n_expression) where: n_expression Any expression that evaluates to a non-negative numerical value. a value of -1 if the numerical expression argument evaluates to a negative number. The numerical expression has to evaluate to a non-negative number.36 Sign Returns a value of 1 if the numerical expression argument evaluates to a positive number. Sqrt Calculates the square root of the numerical expression argument. Syntax: SIN (n_expression) where: n_expression Any expression that evaluates to a numerical value. Any positive integer representing the number of digits of precision (that is.2) Returns: 12. Syntax: SIGN (n_expression) where: n_expression Any expression that evaluates to a numerical value.358. ROUND (12.Using Functions in Analyses n_expression n Example: Any expression that evaluates to a numerical value. Sin Calculates the sine of a numerical expression. CRM On Demand Online Help Release 15 469 .

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

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

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

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

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

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

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

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

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

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

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

Using Functions in Analyses Case (Switch) This form of the Case statement is also referred to as the CASE (Lookup) form.. ELSE Specifies the value to be assigned if none of the WHEN conditions are satisfied. it assigns the value in the corresponding THEN expression. ELSE NULL is assumed. If expression1 matches an expression in more than one WHEN clause. 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 .. an optional ELSE statement and the END keyword. it assigns the value NULL. WHEN Specifies the condition to be satisfied. Refer also to the Case (If) statement. then the WHEN expressions.. If no ELSE expression is specified.. The value of expression1 is examined. only the expression following the first match is assigned. Must be followed by an expression and one or more WHEN and THEN statements. END Ends the CASE statement. THEN expression. THEN Specifies the value to be assigned if the corresponding WHEN expression is satisfied. If expression1 matches any WHEN expression. Syntax: CASE expression1 WHEN expression THEN expression {WHEN expression. If omitted. If none of the WHEN expressions match.} ELSE expression END Where: CASE Starts the CASE statement. it assigns the value specified in the ELSE expression.

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

the WHEN statements in the If form allow comparison operators. without changing them at all. Character Literals A character literal contains characters such as letters. To express a character literal. 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. The length of the literal is determined by the number of characters between the single quotes. Literals are typically constant values. that is.Using Functions in Analyses Specifies the value if none of the WHEN conditions are satisfied. enclose the character string within single quotes ( ' ). 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. numbers and symbols. they are values that are taken literally as is. If omitted. A literal value has to comply with the data type that it represents. Expressing Literals A literal is a non-null value corresponding to a given data type. END Ends the CASE statement. 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.

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

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

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note the following points: CRM On Demand Online Help Release 15 487 . which appear as tabs across the top of the dashboard. 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. tables. Each prebuilt dashboard is displayed on a separate page for easy viewing and analysis of your data. such as saved Siebel CRM On Demand Answers requests. text and links to Web sites and documents. 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. NOTE: You cannot change the prebuilt dashboards in CRM On Demand. Users whose role has the Manage Dashboards privilege can also create interactive dashboards. The appearance of a dashboard. each column contains sections that hold the content. is controlled by styles. text and links to Web sites and documents. charts. charts. In addition. Related Topics Steps for Dashboards 489 About Dashboards Dashboards can display saved Siebel CRM On Demand Answers requests. You can also change the dashboard appearance using the cosmetic formatting dialog box. images. Siebel CRM On Demand provides a number of prebuilt dashboards. If your role has this privilege.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. such as the background colours and the size of text. images. A dashboard consists of one or more pages. A dashboard can display content. tables. A number of prebuilt dashboards are provided. The layout page consists of columns to align the content. users who have the Manage Dashboards privilege in their role can create interactive dashboards that provide customised views of corporate and external information. which group reports into business areas.

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

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

The Manage Dashboards page is displayed again. independent of the other CRM On Demand pages. To create and edit interactive dashboards. control the appearance of dashboards and add pages to dashboards. Dashboards that contain only one page do not display the page name as a tab at the top of the dashboard. The name of the new dashboard appears at the top of the page NOTE: Newly created dashboards contain one blank page. Dashboard page names appear at the top of a dashboard only when the dashboard contains multiple pages. Before you begin. On the Dashboards Edit page. 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 . then click Save. The dashboard editor in CRM On Demand Answers appears in a separate window. On the Manage Dashboards page. click the Manage Dashboards link. For more information on how to manage dashboard content. To create an interactive dashboard 1 2 3 4 Click the Dashboard tab.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. your role must include the Manage Dashboards privilege. click the Design link for the dashboard that you created. When you have created your dashboard. On the Dashboard page. enter the name and description for the dashboard. 5 On the Manage Dashboards page. you can add content to the dashboard. click New Dashboard.

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

NOTE: You cannot change the prebuilt dashboards in CRM On Demand. This topic describes how to navigate to the dashboard editor to work with existing interactive dashboards. your role must include the Manage Dashboards privilege. see Creating Interactive Dashboards (on page 490). To navigate to the dashboard editor 1 2 Click the Dashboard tab. click the Manage Dashboards link. To create and edit interactive dashboards. and rename and delete objects on them. On the Dashboard page. You can also control the appearance of the dashboards. 492 CRM On Demand Online Help Release 15 . you can add content to interactive dashboards. Before you begin. If you want to create a new dashboard.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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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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 . For instructions.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.

For instructions. 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.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. To access administrator setup templates 1 Click the link for the template that you want. For instructions. see About Reports (on page 348). you can use the Excel spreadsheets as a reference during setup and customisation of the application. administrators can usually perform the following: Create custom reports for their own use or for company-wide distribution. For information about using the Siebel Query Language Expression Builder. After you have entered your information. 518 CRM On Demand Online Help Release 15 . see Creating Expressions with Expression Builder (on page 767). see Working with Lists (on page 39). Create filtered lists for company-wide distribution.

You can define your company-wide defaults. If you signed up for a trial period. 2 3 In the File Download dialog box. to perform the procedures described in the Company Administration section. If you change the Country setting. Unless otherwise indicated.Company Administration Links are visible in this topic within the online help. You can enter or edit your company name. notify Customer Care so that it can take the necessary steps to update your CRM On Demand Online Help Release 15 519 . Open the saved file. your role must include the Administer Company Profile privilege. which users can override. phone number and primary contact. 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. Company Administration Before you begin. Global Defaults. some information about your company is carried over from your sign-up data. CAUTION: The company administrator can change the Country setting. Company Information. click the Save button to save the template to your computer. shipping and invoicing addresses.

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

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

Inline Edit Enabled Max No. Contact Customer Care if you want to suggest other themes or if you want to submit your own themes to use in the application. NOTE: The Update Opportunity Totals button is located on the Opportunity Detail page. in the title bar in the Products related information section.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. NOTE: The default theme for new users is contemporary and the default theme for existing users is classic. 522 CRM On Demand Online Help Release 15 . 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. 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 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. of Auditable Fields Message Centre Enabled Enables or disables the inline editing feature. the probability is not updated as part of the action. Your choice of theme has no effect on how the application behaves. Controls whether: The Message Centre appears in the Action bar. A user's manager is determined by the Reports To field on the User Detail page. The theme name determines the look-and-feel of the application. which is shown as a read-only field. Maximum number of auditable fields. Users can override this default in the Personal Profile.

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

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

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

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

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

Security Considerations Before you set up your sign-in and password controls. you can enforce certain sign-in. the user can use the seven-character password until it expires. password and authentication policies to raise the level of security within your company.Administering Siebel CRM On Demand In addition. you must make a change to your security policy immediately. they can receive a new one by simply answering a set of validation questions. At that time. if you change the minimum password length from seven characters to 10 and a user already has a seven-character password. If. you can set the sign-in timeout to 15 minutes to better adhere to your corporate security policies. you can implement them in the Company Administration pages in the application. It is best to set the internal policy and select the settings before adding new users to the system. For example. 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 . For example. you have the ability to reset all user passwords. the system does not enforce the changes until the current passwords expire. You must have the Reset Passwords privilege to do this. the user will have to create a new password of at least 10 characters. Password Setting Changes If you make changes to the password settings. 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. however. This action generates an email to all the users in your company providing them with a new temporary password. And if any of your users forget their password. you need to carefully consider your security needs.

Company Administration reset. click the Sign In and Password Control link. fill in the information and then save the settings. For example. Defining Your Company's Password Controls You can define the application's password policy. When creating new users. In the Company Profile section. The following table describes the settings. 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. 529 CRM On Demand Online Help Release 15 . When new users are created and the Default User ID Type is Company Sign-in ID. This setting can also be accessed from the Company Profile page. Each user must complete the setup of this feature by selecting the required number of security questions and entering the answers to the questions. 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 users must also have security questions and answers set up in the system. this identifier will be the first portion of the User Sign In ID (Company Sign-in ID) for the user. When this feature is set up. click the Company Administration link. To define your company password controls 1 2 3 4 In the upper right corner of any page. NOTE: Only users whose roles include the Change Password privilege can use the Forgot Your Password feature. the Company Domain part of the user ID is prepopulated with this value. 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. On the Company Sign In and Password Control page. In the Company Administration section. click the Admin global link.

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

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

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

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

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

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

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

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

calculated as described above. any values that require translation between currencies will use the exchange rate defined for the month in which the transaction occurs. However. click the Admin global link. you can run historical or real-time reports. click the Admin global link. On the Currency Setup page. and € to EUR. you might want to distinguish currencies by their currency codes instead of by their symbols. Whenever users change their default user currency. To activate currencies 1 2 3 4 5 6 7 In the upper right corner of any page. 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. 538 CRM On Demand Online Help Release 15 . select the Active checkbox. (Optional) On the Currency Edit page. all opportunities are converted to the company default currency for forecast rollups. you would change $ to USD. Before you begin. Also. your role must include the Define Currencies privilege. Click the Company Administration 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. To perform the procedures for managing currencies. Click the Edit link for the currency you want to activate. Therefore. After this. For example. Click the Currency Definition link.Administering Siebel CRM On Demand In reports. you can change the symbol corresponding to the currency. in reports. NOTE: During forecasting. read About Profile Settings for Users (on page 296). select All Currencies from the drop-down list. ¥ to JPY. to understand the effect of currency settings. On the Currency Edit page. To define the exchange rates 1 In the upper right corner of any page. revenue fields are converted to the end user's currency amount. 8 Save the record.

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

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 links for some record types are only visible if access to the record type is set up for your company. You can meet this requirement by creating a different account page layout for each group and providing the appropriate access through role assignment. Contains links to various customisation functions that are not specific to a record type. When you click a link. Then. field management and list access requirements. The Application Customisation page has two sections: Record Type Setup. you are taken to a record-type-specific customisation page.Administering Siebel CRM On Demand Application Customisation Your company probably has specific requirements for how data is gathered and recorded. including page layout. 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. 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. In the Record Type Setup section. Application customisation lets you customise Siebel CRM On Demand to meet your company requirements. Application Setup. what terminology is used. Contains links for each of the top-level record types. 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. The best way to make sure that this requirement is met is to make the Email field a required field. Example 2: You have two groups of employees that each need to track different information on an account page.

Use the Field Setup and Page Layout templates. and lists the tasks that you can perform when you click the links in that section. values for picklists and other custom fields required to support their needs. Ensure that you understand your business needs: Talk with your business owners to understand their business processes and needs for the application. display names. 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.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. The following table describes each of the possible sections on an Application Customisation page. Determine how the fields should be laid out on the interface and what fields must be marked as required. CRM On Demand Online Help Release 15 541 . For all customisation procedures. 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. Determine the fields. the Customise Application privilege is required. your role must include the Customise Application privilege. your role must include the Administer Homepage Customisation privilege. available in the Tools and Templates area of the Training and Support Centre. to help you document your application customisation requirements.

Administering Siebel CRM On Demand Section Field Management Tasks Renaming fields. 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. For more information about these tasks. see: Defining Cascading Picklists (on page 566) None 542 CRM On Demand Online Help Release 15 . see: Creating Web Applets (on page 565) For information about advanced page layout management. Cascading Picklists Defining and managing cascading picklists. managing picklist values. For more information about these tasks. creating custom fields. For more information about these tasks. specifying default values for a field and setting up field validation. see Specifying Dynamic Page Layouts (on page 574). 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: 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 more information about these tasks. the Field Management and Page Layout sections contain links for that record type and also links for the related record type. 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 . For more information about these tasks. 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: Managing the Behaviour of Lookup Windows (on page 576) None For some record types. see: Specifying Dynamic Page Layouts (on page 574) Administer Field Audit This feature is available only for the Opportunity. For more information about these tasks.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. 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.Application Customisation Section Search Layout Management Tasks Specifying targeted search fields and managing layouts for search results. 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. For example.

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

and it is not changed when it is updated. it is likely that you want the credit rating to be updated regularly through a nightly import. Web Services. for example. The fields specified as required in the Field Edit page are required fields for all users. Enforcing data format. or if a validation expression evaluates to NULL. if your company has a business policy whereby an MDF cannot be effective for more than one year. As another example. data import and bulk data load. including the user interface. For example. regardless of their role. if your company uses a value-added tax (VAT) number on a European account. the credit rating of an account in an external system. see Creating Expressions with Expression Builder (on page 767). see Customising Static Page Layouts (on page 561). you can specify the validation of the correct VAT format. the expression evaluates to FALSE). you can use Siebel Query Language to create expressions for custom field validation rules. based on an account's billing address. you might specify that the value for a specific custom field is no more or no less than four digits long. The following are situations in which you might define custom field validation rules: Enforcing business policy. you can do so by editing the appropriate page layout for fields that are not already required fields. For more information about editing page layouts.Application Customisation When you specify a field as Required. For information about the syntax that you can use for expressions. The use of Siebel QL Expression Builder must be set up for your company through the Administer Advanced Field Management privilege. CRM On Demand Online Help Release 15 545 . Read-Only Fields The following are situations in which you might define fields as read-only: Fields from external sources. If you want to use one of the index custom fields for an existing custom field. 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. Field validation does not force a value to be required. the validation is enforced through all interfaces. A field has a pre-existing invalid value. Moving an existing field to a custom indexed field. An error message is generated only when the validation expression fails (that is. but only want the field to be read-only in the UI. 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. no error message is generated. If your company tracks. you can specify that users can have read-only access only to the old field while you move data to the new index field. Custom Field Validation Rules In the Enterprise Edition. If you need to make a field required for a specific role only. For example. The following circumstances prevent a field validation expression from being evaluated: A field is left blank when the record is created. This field definition avoids data becoming out of sync. If a validation expression is not evaluated.

A formula-based value as default. NOTE: Most of these are only possible if your role includes the Advanced Field Management privilege. if. [<Amount>]. The generation of a unique value for a field. There are two types of default values for fields: 546 CRM On Demand Online Help Release 15 . a sales representative opens the SR.Administering Siebel CRM On Demand Field validation expressions assume that the first parameter is the field name itself. If. 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. a Reassign flag field might be selected by default so that. 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). you are putting a simple field validation expression on an Amount field to specify that the value must be greater than 1000. you can use a construction such as the following: =IIf(ComplexExpression. for example. in a company where the majority of the service requests (SR) are created by customer service representatives (CSR). "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 you want to use more complicated expressions. For example. you might want an Account Type field to have a default value of Customer when a new record is created. Specifying a default value for a field is useful where you require: A constant value for a field. A role-specific default value. it is sufficient to enter >1000. it is routed to the correct CSR based on predefined assignment rules. For example. For example. These fields are set on an exception basis to prevent breaking the existing business logic in the application code. For example. for example. 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 do not need to enter [<Amount>]>1000.

As for the Date field type. but the field takes the specified default value when the record is saved. The field is prepopulated with the specified value when a user creates a new record. Field Type Checkbox Currency Date Valid Default Values If the checkbox is selected. 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. The default date is calculated as today's date plus the number entered. You can specify Post Default by selecting the checkbox of that name in the Field Edit page. and you enter Today + 7. but in addition the time when the new record is opened is also shown. otherwise. Default field values are applicable to new records only. your value takes precedence for your company. For example. the default value is set to 8 January 2008. 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. The following table shows the default values that you can specify for the different field types in the Standard Edition. the default value is cleared A valid numeric value. Today + number. A valid numeric value. if today is 1 January 2008. the default value of the field is selected. and not applicable to record updates. 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. Post Default. Date/Time Integer CRM On Demand Online Help Release 15 547 . The field is not prepopulated with the specified value when a user creates a new record. where number represents a specific number of days. If you specify a default value for a field that already has a system-specified default.Application Customisation Pre Default.

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

Application Customisation Can be used in assignment rules. you can add 100 new picklist fields for accounts. The data pertains to available fields for most record types. a custom field that you added for leads is not automatically carried over to opportunities when that lead is converted to an opportunity. Custom fields for lead records must be mapped if you want them to transfer when a 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. 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 . 100 for contacts. Cannot be viewed by other users until they sign in again Can be referenced by Web links. reports. that is. 100 for opportunities and so on. The maximum number of active values in a picklist is 1000. 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. account or contact.

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

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

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

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

complete the information in the following recommended sequence: a For Field Display Name. As with other custom fields. you must add Web Link fields to your record page layouts to make them visible to your users. Opens the hyperlinked page in the current window. You can create Web link custom fields for any record type. For example. descriptive name that easily identifies this custom field. Web links and other integration technologies (WSDL files for Web Services and URL Parameters for Web Links). Before you begin. you might create a Web link field to pass address information from an account record to a Website that provides address-specific maps. Setting Up Web Links A Web link is a custom field that allows you to place a hyperlink to an external Website or Web-based application in a record in Siebel CRM On Demand. including another page in Siebel CRM On Demand. click the Advanced button. On the Edit Web Link page. You can also configure the Web link to pass specific information from the Siebel CRM On Demand record as a parameter in the URL. On the Fields page. you must be familiar with the syntax of the To set up the Web link 1 2 3 4 5 6 In the upper right corner of any page. when the user clicks the Web link on the account record. To configure Web Link fields. In the Record Types Setup section. You can use a Web link custom field to provide a convenient way for users to navigate to another Web page. This tag is referenced by Web Services. select how you want the system to behave when a user clicks the hyperlink: Open in Current window. Update the Integration Tag. Then. Open in Custom Web Tab. Opens the hyperlinked page in a custom Web tab. leaving the curr