CRM On Demand

CRM On Demand Online Help
Release 15 October 2007

Copyright © 2005, 2007, Oracle. All rights reserved. The Programs (which include both the software and documentation) contain proprietary information; they are provided under a license agreement containing restrictions on use and disclosure and are also protected by copyright, patent, and other intellectual and industrial property laws. Reverse engineering, disassembly, or decompilation of the Programs, except to the extent required to obtain interoperability with other independently created software or as specified by law, is prohibited. The information contained in this document is subject to change without notice. If you find any problems in the documentation, please report them to us in writing. This document is not warranted to be error-free. Except as may be expressly permitted in your license agreement for these Programs, no part of these Programs may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose. PRODUCT MODULES AND OPTIONS. This guide contains descriptions of modules that are optional and for which you may not have purchased a license. Siebel’s Sample Database also includes data related to these optional modules. As a result, your software implementation may differ from descriptions in this guide. To find out more about the modules your organization has purchased, see your corporate purchasing agent or your Oracle sales representative. If the Programs are delivered to the United States Government or anyone licensing or using the Programs on behalf of the United States Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS. Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are "commercial computer software" or "commercial technical data" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the Programs, including documentation and technical data, shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement, and, to the extent applicable, the additional rights set forth in FAR 52.227-19, Commercial Computer Software--Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065. The Programs are not intended for use in any nuclear, aviation, mass transit, medical, or other inherently dangerous applications. It shall be the licensee's responsibility to take all appropriate fail-safe, backup, redundancy and other measures to ensure the safe use of such applications if the Programs are used for such purposes, and we disclaim liability for any damages caused by such use of the Programs. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. The Programs may provide links to Web sites and access to content, products, and services from third parties. Oracle is not responsible for the availability of, or any content provided on, third-party Web sites. You bear all risks associated with the use of such content. If you choose to purchase any products or services from a third party, the relationship is directly between you and the third party. Oracle is not responsible for: (a) the quality of third-party products or services; or (b) fulfilling any of the terms of the agreement with the third party, including delivery of products or services and warranty obligations related to purchased products or services. Oracle is not responsible for any loss or damage of any sort that you may incur from dealing with any third party.

Contents

1

Getting Started
What To Do First
Signing In

1
2
3

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

4 8 9
11

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

12 13 14
14 17 31 32 39 39 51 52 53 54
i

Contents

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

55 57 57 58 58 62 63 68 69 69

Contacting Oracle

69

2

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

71
71 72
73 74 75 75 76 76 77 80 81 83 84 84 84 85

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
ii

CRM On Demand Online Help Release 15

Contents

Activities List Page Activity Fields

86 88

3

Campaigns
About Campaigns

91
91 92 94
95 95 96

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

Campaign List Page Campaign Fields

96 97

4

Leads
About Leads

101
101 105 108
108 109 110 110 111 112

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

113 114 115

5

Accounts
About Accounts

119
119 119 122
CRM On Demand Online Help Release 15
iii

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

123 123 123 124 124 127 128 128 129 130 131 133

Account List Page Account Detail Page Account Fields

135 137 137

6

Contacts
Steps for Contacts

141
141 143
144 148 148 149 150 150

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

151 152

7
iv

Opportunities

157
157

About Opportunities and Forecasts
CRM On Demand Online Help Release 15

Contents

Tips for Managing Your Opportunity Records Forecasting

157 158

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

159 161
162 163 164 169

Opportunity List Page Opportunity Detail Page Opportunity Fields

169 171 171

8

Forecasts
About Forecasts

175
175 176 176
177 178 180 180 180 181 182

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

183 184

9

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

187 187 189
190
v

Contents

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

191 191 192 193 193

Service Request List Page Service Request Fields

194 195

10

Solutions
About Solutions Managing Solutions

199
199 199
200

Best Practice Tips for Managing Your Solutions Knowledge Base

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

201 203
204 204 205

Solution List Page Solution Fields

205 206

11

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

209 211
211 212 212

Communication Homepage Steps for Call Centre On Demand
Preparing for Interacting with Customers Handling Phone Calls
vi

212 214
215 218 220

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

230 231 233

12

MedEd

235
235 237
238

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

MedEd List Page MedEd Fields

238 240

13

Funds
About Funds

243
243 243 246
247 247 248 248 251 252 252
vii

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

252

Funds List and Fund Requests List Page Fund Fields

253 254

14

Households
About Households

257
257 257 258
259 260

Household Homepage Steps for Households
Profiling Households Tracking Household Members

Household List Page Household Fields

261 262

15

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

265
265 265 267
268 268

Tracking Key Contacts for Portfolio Accounts Specifying Portfolio Subaccounts

Portfolio Account List Page Portfolio Account Fields

269 271

16

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

275 276
277 278 278 279 280

Vehicle List Page Vehicle Fields
viii

281 282

CRM On Demand Online Help Release 15

Contents

Custom Fields Additional Fields

284 284

17

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

285 286 287 288
289

18

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

292
296

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

297 298 298 299 300 300 301 301 302 302 303 303 304 305 305 306 307
308 308
ix

Contents

Embedding a Reports Widget Embedding a Simple Lists Widget

309 310

Example of Embedding On Demand Widgets

310

19

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

313
314
314 316 317 319 319 320

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

320
323 325 329 330 330 331

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

332 338 339
339 340 341

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
x

343
343 343 344

CRM On Demand Online Help Release 15

Contents

20

Reports 347
About Reports
Setting Up Report Folders Setting Up User Visibility to Shared Report Folders

348
350 352

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

353
354 354 355 357

Getting Started with Custom Reports
Changing Appearance of Reports

359
362

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

364
365 365 365 374 386 387 388 388

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

390
392 393 395 408 418 424 424
xi

Contents

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

427 427 429 430 431 434 438

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

439
440 442

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

444
444 445

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

445
447 453 457 464 470 478 479 480 480 483 484

21

Dashboards
About Dashboards

487
487 489

Steps for Dashboards
xii

CRM On Demand Online Help Release 15

Contents

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

490 491 491
492 493

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

504 504 505 507 508 511 512 512

22

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

515
518 519
519 526 527
xiii

CRM On Demand Online Help Release 15

Contents

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

540
541 577 579 580 584 585 586 587 589 589 592

User Management and Access Controls
About Roles and Access Profiles About Groups Setting Up Access Profiles Adding Roles Setting Up Users
xiv

592
594 595 596 598 601

CRM On Demand Online Help Release 15

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

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

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

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

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

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

For example. If another user deletes a record. and you can manage your favourite records. When you click the Show Full List link.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. the Daily Calendar page is displayed for that date. This feature allows you to quickly access the lists that you use most often. You can change the layout of the Action bar and add additional sections to the action bar through the My Setup global link. CRM On Demand Online Help Release 15 5 . For more information about custom Web Applets. polls. Favourite Records This section contains the records that you have marked as your favourite records. if the administrator has created an appropriate Web applet. videos) and any RSS feed available in the Action bar. This feature allows you to quickly access the records that you use most often. it remains in the Recently Viewed list. 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. and if you select the hyperlink. When you click the Show Full List link. 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. 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. it is removed from the Recently Viewed list. Drilling down to the Detail page for a record triggers that record's inclusion in the Recently Viewed section. the Favourite Records page opens. The record name appears in the list as a hyperlink along with an icon corresponding to the type of record it is. If you delete a record. For more information. see About Custom Web Applets (on page 579). including records from previous sessions. the Favourite Lists page opens. Calendar This section contains a calendar with the current date highlighted. You can also add other sections to the Action bar: Simple lists for each record type. edited or created records. Favourite Lists This section contains the records that you have marked as your favourite records. you can add an RSS feed section to the Action bar. When you click a date in the calendar. Your administrator can make any HTML Web content (for example. see Changing Your Action Bar Layout (on page 305).

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

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

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

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

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

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

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

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

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

click the New or Add button. To create a record from the Homepage. fill in the required information. see Finding Records (on page 17). search for the record before creating a new one. Save the record. List or Detail page 1 2 3 From any of the following pages. In the New record form. 2 3 4 5 On the record Detail page. The type of record you can import depends on the privileges assigned to your user role. To create a record using the Create section 1 2 3 4 From any page. 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. You will need to use the Back link to return to the page on which you were working. see Finding Records (on page 17). go to the Create section in the Action bar. fill in the required information. TIP: To prevent record duplication. Save the record. click the New button on the title bar. For instructions on selecting a record.Working with Records Create the record in a pop-up window that is independent of the records on which you are working. Each of the following pages opens the same form as the other methods. On the title bar for that section. but it shifts the focus from your current page to the Edit page. click the link for the record type. CRM On Demand Online Help Release 15 15 . List or Detail page. On the Edit page. To create a record that is linked to the selected record 1 Select the record. fill in the required information. scroll down to the appropriate section. Create the record for a different record type that is automatically linked to the record on which you are currently working. From the list. Create the record by clicking the New button on the Homepage. On the Edit page. Save the record.

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

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

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

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

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

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

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

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

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

25 . the value field is disabled when the condition is selected. Time Filter Conditions Available Between Equal to In the last 90 days In the next 90 days On On or after On or before Today * Yesterday* Tomorrow* In the last ? day In the next ? day Last Week* Next Week* This Week* Last Month* Next Month* This Month* This Quarter* Last Quarter* Next Quarter* This Year* Next Year* Last Year* Is NULL* Is Not NULL* Not equal to Not Between For conditions marked with an asterisk (*). the variable ? is CRM On Demand Online Help Release 15 substituted with a number of days selected in the filter value field. and In the next ? day. For the condition In the last ? day.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. and not to other areas in Siebel CRM On Demand that use the condition Contains At Least One Value. The application does not retrieve substrings of the values. Contains at least one value Text only CRM On Demand Online Help Release 15 27 . using this condition affects the speed at which the records are retrieved.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). Browning Equipment and Lester Brown Car Wash. or the same value with different capitalisation (uppercase or lowercase). because the system looks for partial matches. numbers or dates Displays records matching the exact values. Displays records that partially match the values (allows sub string matching). entering Brown retrieves records with Browns Trucking. NOTE: This behaviour applies to filtered lists only. For example. Contains all values (equal to) Text.

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

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

and. the book hierarchy is only displayed if Full Visibility is selected in the Historical Subject Areas setting in the company profile. You can expand and collapse each level in the hierarchy. The Look in selector therefore displays a hierarchy of users and a hierarchy of books.Getting Started Using the Look In Selector The Look In selector allows you to narrow your searches to particular users or books. The Look in selector is supported for the relevant record type. as the book feature is not enabled by default. 30 CRM On Demand Online Help Release 15 . For analytics. with All at the top of the hierarchy. Most employees will only see a hierarchy of users. The Look In selector is displayed in: The Search section in the Action bar The Lookup window The Search In section in advanced searches List pages Reports Homepage and dashboard The Look in selector is only displayed if: Display Look In Selector is enabled in your company profile. by user and by book.2. The record types that support the Look in selector are: Account Activity Campaign Contact Custom objects (1.3) 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.

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

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

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

Del. create a new record that is linked to the main record. scroll down to the appropriate section and click New. The record types that you can link to your selected record depend on the type of record you are working with. To remove or delete a linked record 1 Select the main record. 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. scroll down to the appropriate section. This link deletes the linked record. In the Edit page. see Finding Records (on page 17). A deleted record is moved to the Deleted Items page and is permanently removed from the database after 30 days. For instructions on selecting records. In the row whose link you want to remove or delete. 2 3 On the record Detail page. 2 3 On the record Detail page. as well as the customisations that you or your managers have made to the standard application. For more information on selecting 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. The Information column provides instructions on how to link the record type from the Details page of the main record.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). 34 CRM On Demand Online Help Release 15 .

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

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

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

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

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

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

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

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

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

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

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

000. consider putting the most pertinent word at the beginning of the name. NOTE: You cannot select a field that is a checkbox as the sort field in this step. 7 Click Save.000.00. 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. However. the correct records might not be included in the list. Otherwise. You can use any symbols or punctuation marks except quotation marks ("") in your List Name.Getting Started CAUTION: When entering Filter Values. 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. b 6 (Optional) To see the results of your search criteria without saving the list. Created lists are arranged alphabetically. You can then click the Menu button in the title bar. Use the up and down arrows to change the order of the selected fields.000. after the list is created. The List page appears displaying the results of your search criteria. you can click the column header to sort the fields based on the values in the checkbox. check to make sure that you are following the rules described in About Filter Values (on page 28). and select Save List or Refine List to save your list. In the Sort by drop-down list. select a default sort field and click Ascending or Descending to select a sort order. 46 CRM On Demand Online Help Release 15 . and complete the fields in the Save options section: Field Comment List Name Type a name for the list (50-character limit). click Run. Examples Accounts: If you want to create a filtered list of accounts in the UK with annual revenue over £100.00 and ratings of A or B.

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

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

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

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

To review the export status later: a b c In the row of global links at the top of every page. click the Export Type or Record Type link to open the Export Request Details page. click the My Setup global link. Click the Data & Integration Tools link. you can view and edit all records that you own. Click the Export Request Queue 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 . 5 From the List Export Request Detail 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. 4 5 In the Completed Requests section. Typically. You can then: Click Download to open or save the zip file. Click the Data and Integration Tools link. Click Delete to delete the file. showing the time that the export was completed or the estimated completion time. you can download the file or delete it. For a Queued Export (larger export). The zip file consists of an export summary text file and CSV file for each type of record you exported. click My Setup. the results appear in the List Export Request Detail page in a zip file.Working with Records 4 Click Export. Click the Export Request Queue link. To view your export results or queue 1 2 3 In the upper right corner of any page. Transferring Ownership of Records You own a record when your name is in the Owner field. For an Immediate Export. The Export Request Queue page appears. the Personal Export Request Queue appears.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

For example. Also. you may not be able to perform all procedures described in the preceding list. Related Topics Campaign Fields Campaign Homepage Campaign List Page About Campaigns Reports 347 Importing Your Data 735 97 92 96 91 94 CRM On Demand Online Help Release 15 . which you can use to determine the effectiveness of your campaigns. you can place your pointer on the chart to see specific information. such as changing names for record types. fields and options in drop-down lists. depending on your access level. In this section.Campaigns Active Campaigns Status Section The Active Campaign Status section shows an analysis of all active campaigns. lead conversion rate or cost per lead. Therefore. 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. you can view analyses of campaigns by ROI (return on investment). NOTE: Company administrators can customise your application in a variety of ways. see Working with Records (on page 14).

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

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

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

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

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

.

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

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

/Ms./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. 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.

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

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

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

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

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

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

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

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

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

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

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)

114

CRM On Demand Online Help Release 15

Leads Fields

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.

CRM On Demand Online Help Release 15

115

Leads

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.

116

CRM On Demand Online Help Release 15

Leads Fields

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

CRM On Demand Online Help Release 15

117

C H A P T E R

5

5

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:

CRM On Demand Online Help Release 15

119

Accounts

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.

120

CRM On Demand Online Help Release 15

Accounts Homepage

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.

CRM On Demand Online Help Release 15

121

Accounts

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

122

CRM On Demand Online Help Release 15

Steps for Accounts

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

CRM On Demand Online Help Release 15

123

Accounts

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.

124

CRM On Demand Online Help Release 15

Steps for Accounts

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

CRM On Demand Online Help Release 15

125

Accounts

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).

126

CRM On Demand Online Help Release 15

Steps for Accounts

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.

CRM On Demand Online Help Release 15

127

Accounts

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.

128

CRM On Demand Online Help Release 15

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).

CRM On Demand Online Help Release 15

129

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.Contacts system sends you an email containing the . 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.map file with the recent mapping scheme. 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 . you need to map all required fields to column headers in the CSV file. select the corresponding one shown in this table. At a minimum. 146 CRM On Demand Online Help Release 15 . verify that the fields map correctly.map file. including custom fields that you added. 6 For Step 3: a Map the fields in your file to Siebel CRM On Demand fields.

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

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

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

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

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

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

Opt In Used in the U. M. LPN and Master of Public Health.. The campaign that generated the contact. Reg. Tradeshow. Specific to Siebel CRM On Demand Life Science Edition. Partner and Competitor. 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. D. 3-4 Times/Year and >5 Time/Year. Lead source of the contact. Promotion. Pharmacist. 1-2 Times/Year. Indicates that the contact is private and cannot be viewed by other users. MBA. Referral.S. Medium and Low. Event. Direct Mail. Qualified Lead.O. Default values are High. NOTE: It is possible to link a contact to more than one account. Web or Other. Billboard. such as Prospect. Name of the manager of the contact. such as Advertising. Used in the U.. RN. 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 contact's assistant. Default values are No See.Contact Fields Field Description Key Contact Information Account Account to which the contact is linked. Default values are PHD. Dentist. Opt Out Contact Detail Information Contact Type Department Manager Lead Source Source Campaign Contact's type. Name of the department of the contact..S. Specific to Siebel CRM On Demand Life Science Edition. Master of Science. and Europe to indicate that a customer has explicitly chosen to participate in either their information sharing or marketing communications. Specific to Siebel CRM On Demand Life Science Edition. see Linking Contacts to Multiple Accounts (on page 148) for more information. Specific to Siebel CRM On Demand Life Science Edition. R. Phone number of the contact's assistant. Indicates that the contact does not want to receive email. This field is automatically populated during the lead conversion process or is specified by the user when a new contact is created.T.D. Customer.

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

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

.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

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

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

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

Viewing Audit Trails for Service Requests Your company administrator determines which service request fields (if any) are audited. indicating that you have followed up with your customer. You can view the audit trail that tracks the changes made to the audited fields. you can close the service request.Steps for Service Requests Closing Resolved Service Requests After you have satisfactorily answered your customer's request. If your company uses solutions. the solution is linked to the service request record. indicating how the problem was solved. 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. 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. Before you begin: View the Service Request detail page to make sure that the service request is complete by verifying the following: All activities on the service request have a Completed status. Click the green check mark icon in the Status field to save the change. Select Closed from the drop-down list in the field. the following fields are audited for service requests.

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

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

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

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. depending on the complexity of your company's assignment rules.000 characters. However. 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. Limit of 2. NOTE: When you select this checkbox. 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. the name in the Owner field changes when you save the record. Additional Information Subject Description Summary of service request. CRM On Demand Online Help Release 15 197 . for example. sending the notification email.

.

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

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

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

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

Therefore. such as changing names for record types. 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. For additional procedures that are common to all records. Highest Rated Solutions Section The Highest Rated Solutions section lists the solutions with the highest cumulative ratings given by all individuals. the information that you see on-screen might differ from the standard information described in the online help. Also. your user role must include the Publish Solutions privilege. you may not be able to perform all procedures described in the preceding list. 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. 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. fields and options in drop-down lists. depending on your access level. Related Topics Solution Fields 206 Solution Homepage About Solutions 199 Reports 347 Importing Your Data 735 201 CRM On Demand Online Help Release 15 203 .

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

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

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

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

.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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. 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. Number of ACD voicemails in the queue for all the workgroups to which the agent is assigned. This is agent specific and does not include the workgroup totals. Number of calls in the queue for all the workgroups that the agent is assigned to. Available. Example: Agent is member of workgroup 1. for example. Indicates the status of voice calls. Unavailable and so on. CRM On Demand Online Help Release 15 227 .Steps for Call Centre On Demand This label Session Last Update Logged in for Talk Time Shows the following information Last time statistics were updated (agent-specific) Login duration time (agent-specific) Duration of the talk time for all the agent's phone interactions. The longest time that a call has been in the queue. 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.

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

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

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

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

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

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

.

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

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

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

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

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

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

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

.

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

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

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

Therefore. fields and options in picklists. 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 . the information that you see might differ from the standard information described in the online help. depending on your access level. see Working with Records (on page 14): Creating Records (on page 14) Updating Record Details (on page 31) NOTE: You can update a fund record if you are its owner. such as changing names for record types.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. you can create and update fund requests. If you are a fund participant. you may not be able to perform all procedures described in the preceding list. 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. Also.

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

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

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

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

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

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

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

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

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

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 .

Households provide valuable segmentation information on the household as a whole. the Households tab might be excluded from your setup. A household allows contacts to be grouped together and their related information to be rolled up from the contacts linked to the household. The application comes with a set of standard lists. CRM On Demand Online Help Release 15 257 . 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. arranged in alphabetical order. 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. Filtered lists are subsets or groups of households that allow you to limit the number of households to work with at a time. You can also view contact information related to that household. About Households A household is a group of contacts generally sharing a common link or association. If your job responsibility does not include tracking household information. NOTE: Your company administrator determines which tabs are available to you. You can use the Households pages to identify and capture demographic information about a household. All standard lists are public and can be viewed by everyone. update and track household records. such as financial accounts. 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. This page provides a window to household information relevant to you and contains several sections. The first 2 filtered lists (by default). These custom lists appear in alphabetical order above the standard set of lists.

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

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

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

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

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

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

This page provides a window to portfolio account information relevant to you and contains several sections. If your job responsibility does not include tracking portfolio account information. CRM On Demand Online Help Release 15 265 . The first 4 filtered lists (by default). 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. update and track portfolio accounts. You and your managers can create additional lists based on different criteria. About Portfolio Accounts Portfolio accounts can represent: Financial accounts: a brokerage account. NOTE: Your company administrator determines which tabs are available to you. the Portfolio tab might be excluded from your setup. The application comes with a set of standard lists. 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.C H A P T E R 1 5 15 Portfolio Accounts Use the Portfolio Account pages to create. arranged in alphabetical order. These custom lists appear in alphabetical order above the standard set of lists.

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

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

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

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

click the picklist and change the selection. Manage all the Portfolio On the Portfolio Account List title bar. click the picklist and change the selection. In the Number of records displayed list at the bottom of the page. On the Edit page. On the Portfolio Account List title bar. Page through the list Refine the search criteria for the list Show more or fewer records Show the key information and filter information for the list Update a group of Portfolio Account records in one go Update a portfolio account View a subset of portfolio accounts View all portfolio accounts Click the Previous or Next links. click Menu and select Refine List. click Menu and select Show List Filter. Complete the steps described in Deleting and Restoring Records (on page 63). On the Portfolio Account List title bar. On the Portfolio Account List title bar. Then click on a letter in the alphabet bar. Complete the steps described in Updating Groups of Records (on page 53). click Menu and select Manage Lists. On the Portfolio Account List title bar. Complete the steps described in Exporting Records in Lists (on page 50). On the Portfolio Account List title bar. click Menu and select Export List. select a number of records to see at one time. For portfolio accounts beginning with numbers. click 0-9. Select the record. update the portfolio account and save the record. On the Portfolio Account List title bar. Complete the steps described in View List Page (on page 49). click Menu and select Batch Delete. 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 . click Menu and select Mass Update. Find a portfolio account Click the Account Number column header to sort the data. 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).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.

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

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

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

.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

your company administrator can create the Account-specific custom field in the Account record. For more information on custom fields. and make the custom field visible in the Account view only.Dealers If you do not want to see the same custom field in both the Account view and the Dealer view. see About Custom Fields (on page 548). 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 .

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 .C H A P T E R 1 8 18 Personalising Your Application As an end-user of the Siebel CRM On Demand application.

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

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

plus data directly owned by your subordinates (this is the default setting). These reports provide real-time analyses of data. You can select one of the following values: Manager Visibility . You can override the defaults by clicking the picklist for each item. For more information on reports. Never Mail Never Email User Geographic Information Language.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. 294 CRM On Demand Online Help Release 15 . Select this checkbox if you do not want to receive mails from CRM On Demand Marketing. Time Zone Your administrator sets up the default settings for these items. and selecting the value that you want. see About Reports (on page 348). plus data shared with you by the Account and Opportunity Team. If you do not define the Reporting Subject Areas setting. Select this checkbox if you do not want to receive emails from CRM On Demand Marketing. Team Visibility .Allows you to see your own data.Allows you to see your own data. particularly the About Visibility to Records topic. Locale. User Security Information Reporting Subject Areas Use this picklist to set your visibility to real-time report records in Siebel CRM On Demand Answers. Currency. 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). For more information. plus data directly owned by your subordinates (this is the default setting). For information on reviewing all your sign-in attempts. 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. the company-wide setting that is set up by your company administrator applies. because each team member is synchronising with the same contact record in Siebel CRM On Demand. see About Reports (on page 348). If you do not define the Historical Subject Areas setting.This setting combines Manager and Team Visibility. 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. External Identifier for Single Sign On Read-only. Last Sign In A system-generated field. CRM On Demand Online Help Release 15 295 . For more information on reports. or contain more complex calculations than those found in real-time reports. These reports deal with historical or trend analyses. If you select the Display Click-to-Dial Popup checkbox and then click a phone number link.Allows you to see your own data. as well as all the contacts that the user has access to using Contact Teams.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. Determines if you want the PIM Sync application to include the synchronising of contacts that the user owns. see Sharing Records (Teams) (on page 52).Allows you to see your own data. Full Visibility . you are prompted with a Click-To-Dial window before the CCOD telephony system makes the call. see Setting Up Your Company Profile and Global Defaults (on page 519). Team Visibility . You can select one of the following values: Manager Visibility . For more information. plus data shared with you by the Account and Opportunity Team. see Making Calls (see "Placing Calls" on page 220). see Reviewing Your Sign-In Activity (on page 300). 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. For more details on making internal or external calls. Selecting this option prevents duplicate records from being created. particularly the About Visibility to Records topic. CCOD renders phone numbers as links that you can click in the List and Detail pages.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

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

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

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

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

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

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

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

For example. Siebel CRM On Demand creates 31 daily appointments (March 1 .B. I. the sync engine sees them as matching records and treats them as one record.April 7. the record is not created. ibm. once again 31 daily appointments are created. all these account names (linked to contacts) would be considered matches. it is stated in the log file.0/6. For example. Siebel CRM On Demand Field Contacts Assistant Name Assistant Phone # Contact City Contact Country Work Phone # Microsoft Outlook Field Lotus Notes 6.0 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 . if you have John Smith as a contact in Outlook and John Smith as a contact in Siebel CRM On Demand.March 31). If you run another sync a week later (on March 8). About the Sync Engine and Field Mapping When the initial synchronisation takes place. the information is not retrieved from any of the applications.M. When this occurs. If the required fields are not filled. and therefore the same record: IBM. The following table shows which fields are the key fields (in the Outlook column). and how the fields are mapped between Siebel CRM On Demand and Outlook. Field mappings are fixed and cannot be changed. but this time they extend from March 8 . Those fields that are not listed here are not mapped. the sync engine looks at certain key fields to match records in your PIM and Siebel CRM On Demand.. NOTE: The application ignores differences in punctuation and capitalisation when determining matches.5/7.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. which fields are required (in the Siebel CRM On Demand column).

Working with Other Applications Siebel CRM On Demand Field Contact County Contact Address Contact Zip/Post Code Account Department Email Work Fax No.0/6.0 Field Business County Palm Desktop Field County Address Post Code Company Department E-mail Fax First name Title Last name Middle name Mobile Note Private Business Address Street Business Street Business Address Post Code Company Name (Key field) Department Email1 Address Business Fax Number First name Job title Last name (Key field) Business Post Code Company Department eMail address Office fax First name Job title Last name Middle name (Key field) Middle name Mobile Telephone Number Body Private Title Mobile phone Comment Private Title Body End Date End Time Location Private Start Date (Key field) Description End Date End Time Location Mark Private Begin Date Note End Date End Time Mark Private Date 324 CRM On Demand Online Help Release 15 . First Name (Required) Job Title Last Name (Required) Middle Name Mobile Phone # Description Private Mr.5/7./Ms. 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.

5/7. you need to: 1 2 Install the synchronisation software (Siebel PIM Sync On Demand). When synchronising data. based on criteria that you specify. Make sure your computer meets the system requirements shown in the System Requirements section in Siebel CRM On Demand. CRM On Demand Online Help Release 15 325 .0/6. 3 Perform the initial synchronisation of 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. For example. NOTE: You can create filters during this step. Configure the settings for synchronisation. Before you begin: Connect to the Internet.Synchronising with PIMs Siebel CRM On Demand Field Start Time (Time Part) (Required) Subject (Required) Tasks (ToDo's) Completed Description Due Date (Required) Priority (Required) Private Status Subject (Required) Microsoft Outlook Field Start Time Subject (Key field) Lotus Notes 6. you can use filters to synchronise a subset of records. 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.

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

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

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

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

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

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

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

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

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

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

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

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

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.

338

CRM On Demand Online Help Release 15

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.

CRM On Demand Online Help Release 15

339

Working with Other Applications

Toolbar Option 5. Print or Send Message

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

6. Log as Siebel Activity

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

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

To create or modify Siebel Mail Merge templates

1 2 3

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

4

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

340

CRM On Demand Online Help Release 15

Using Mail Merge for Word

a b

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

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

5

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

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

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

1 2 3 4

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

CRM On Demand Online Help Release 15

341

Working with Other Applications

c

Click OK.

5

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

b

6

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

7

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

8

9

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

342

CRM On Demand Online Help Release 15

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.

CRM On Demand Online Help Release 15

343

Working with Other Applications

Button New Report

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

Remove Report Run Report Exit

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

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

To run existing reports

1 2 3 4

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

344

CRM On Demand Online Help Release 15

Using Reports and Analysis for Excel

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.

5 6

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

7

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

8 9

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

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

To create new reports

1 2 3 4

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

CRM On Demand Online Help Release 15

345

Working with Other Applications

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

5

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

6

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

7 8

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.

346

CRM On Demand Online Help Release 15

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.

CRM On Demand Online Help Release 15

347

Reports

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.

348

CRM On Demand Online Help Release 15

About Reports

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

CRM On Demand Online Help Release 15

349

Reports

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

1 2 3

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

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

To create report folders

1 2

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

3 4

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

5

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

6 7

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

8

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

350

CRM On Demand Online Help Release 15

About Reports

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

To rename a folder

1 2 3 4 5

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

To delete a folder

1 2

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

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

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

CRM On Demand Online Help Release 15

351

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

1 2 3

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.

4

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.

5 6 7 8

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.

352

CRM On Demand Online Help Release 15

Steps for Reports

9

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:

CRM On Demand Online Help Release 15

353

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

[FMT:time(hour)] Advanced Custom Formats In addition to the formats previously described. using the following formats. and a value of 12 as 12:00:00 PM. a value of 60 is formatted as 1:00:00 AM. This assumes that the value represents the number of hours that have elapsed since the beginning of the day. do not include the square brackets ([ ]) that are required with other formats. 12). a value of 126 as 2:06:00 AM and a value of 1400 as 11:20:00 PM. For example. and converts the value to an hh:mm:ss display. 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. For example. a value of 6. but single-digit numbers begin with a 0. mm is the number of minutes and ss is the number of seconds. Mon). Like d. For example. which is possible with many of the previous formats. Similar to M. they do not allow date formats to change according to the user's locale setting. Single-digit numbers do not have a leading zero (0). and converts the value to an hh:mm:ss display. Single-digit numbers do not have a leading 0.4:03 PM NOTE: When using these formats. where hh is the number of hours. Monday). Month number (for example. where hh is the number of hours. mm is the number of minutes and ss is the number of seconds. CRM On Demand Online Help Release 15 385 dd ddd dddd M MM .5 is formatted as 6:30:00 AM. but single-digit numbers begin with a 0. Format Result d Number of the day of the month (for example: 1 to 31). Some common date and time formats are described in the following table. you can create the format: dddd .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. While the following formats do provide greater formatting flexibility. Three-letter abbreviation for the day of the week (for example: Sun. 1. Full name of the day of the week (for example: Sunday.h:mm tt which formats the date stamp fields in the following way: Monday .

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

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

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

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

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

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

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

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

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

Step 2: Creating Layouts

6

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).

7

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

1 2

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.

CRM On Demand Online Help Release 15

395

Reports

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.

396

CRM On Demand Online Help Release 15

Step 2: Creating Layouts

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

CRM On Demand Online Help Release 15

397

Reports

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.

398

CRM On Demand Online Help Release 15

Step 2: Creating Layouts

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.

CRM On Demand Online Help Release 15

399

Reports

To add or modify a Chart 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 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.

2

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.

3

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.

4 5 6

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.

7 8 9

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.

400

CRM On Demand Online Help Release 15

Step 2: Creating Layouts

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

1

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

The General Chart Properties dialog box appears.

2

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.

2

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.

CRM On Demand Online Help Release 15

401

Reports

To specify the location of the legend on a chart view

1

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

The Additional Charting Options dialog box appears.

2

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

1

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

The Additional Charting Options dialog box appears.

2

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.

402

CRM On Demand Online Help Release 15

Step 2: Creating Layouts

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

1

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.

CRM On Demand Online Help Release 15

403

Reports

To specify axis scaling options for a chart view

1

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

The Axis Scaling dialog box appears.

2

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.

404

CRM On Demand Online Help Release 15

Step 2: Creating Layouts

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.

CRM On Demand Online Help Release 15

405

Reports

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.

406

CRM On Demand Online Help Release 15

Step 2: Creating Layouts

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.

CRM On Demand Online Help Release 15

407

Reports

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.

408

CRM On Demand Online Help Release 15

Step 2: Creating Layouts

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.

CRM On Demand Online Help Release 15

409

Reports

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.

410

CRM On Demand Online Help Release 15

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

with introductory text and each region listed on a new line: This report shows your sales by region. Narrative @2 The entry includes the results from the second column (the region name) in the narrative text. Specify how rows should be separated. and to insert line breaks. Use formatting buttons to make text bold. Row Separator [br] The entry starts each row of the narrative text on a new line. The user positions the cursor in the Row Separator text box and clicks the Line Break button twice. italic or underlined. The text is formatted to appear in bold type and is followed by two line breaks. 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:[/b][br][br] Explanation The entry prefixes the narrative with text. The user positions the cursor in the Narrative text box and types the characters @2. Apply cosmetic formatting to the fonts used in the narrative view. The user wants the Narrative view to appear as shown in the following example. in the same manner as the Prefix. Postfix [br][b] End of Sales by Region report[/b] The entry appends text to the narrative. The regions are: The user then clicks the Line Break button twice. The user types the following text between the tags: This report shows your sales by region. 432 CRM On Demand Online Help Release 15 . 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. or import the font formatting from a previously saved view. 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.

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

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

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

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

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

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

select this button to format the appearance of 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. such as Competitor. Select the Display Results checkbox to preview the No Results view. 5 When you have finished. Use the following buttons to move around and position the No Results view (and other views. If you define the prebuilt filter as a specific Account Type. Edit View button . Click OK to return to the Layout Views page. 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. Runtime prompts are useful because reports may need to be filtered differently based upon different users or the dates that reports are run. the filter is hard-coded and cannot be altered by the user at runtime. This eliminates the selection of a mutually exclusive filter that could result in no data. restricting choices for the City column restricts the selections to cities in the Northern region only.select this button to move the No Results view across the page to the right. Height. You can specify Cell. or.select this button to edit the No Results view. Format View button . Prompts can be created in Siebel CRM On Demand Answers from the Define Prompts page. you can save the report with the No Results view.Step 3: Defining Prompts (Optional) The workspace shows the No Results view. as required) on the page: Move View Right button . A column filter prompt can present all choices for a column. For example. Top Padding. Background and Additional Formatting Options (Width. Indent.select this button to delete the No Results view. Bottom Padding) here. define a runtime prompt for the report. Border. 2 3 4 Enter explanatory text into the Headline and Text boxes. Move View Up or Move View Down button . For example. Right Padding. if you define a prompt on Account Type for the report. Image prompt CRM On Demand Online Help Release 15 439 . Delete View button . 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. your employees are prompted to select which Account Type value should be seen when they run the report.select this button to move the No Results view up or down the page. if a report contains a Region=North filter. it can present restricted choices for a column.

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

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

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

Column Name.50. enter the name of the column to be passed when a user clicks it.gif. 9 To view the image prompt. You can click the Refresh link to see the results. The image prompt is shown on the Define Prompts page. The alt= attribute. and then click OK. For example: Account. For example: <map> <area alt="Top-left" shape="rect" coords="0.50"> <area alt="Bottom" shape="rect" coords="0. Place double quotes around any column names containing spaces. or a website accessible to all your users. You can change the values in the area title if you want. Make your changes. in the Column box. the underlying filter constructed for that area displays. To modify the properties of an image prompt 1 2 Click the Properties link to open the Image Map Prompt Properties dialog box. shapes and coordinates entered in the HTML box. 6 Enter the appropriate HTML <map> tags and data in the HTML box.Step 3: Defining Prompts (Optional) as \\ALLUSERS\graphics\map. will be mapped to the Area title.0.com/imagemap. and the value that is to be used.0. When you click an area of the image. click OK."Account Country" "Units shipped" 8 When you have finished.100"> </map> 7 To extract the image map information from the HTML. click the link Extract Image Map from HTML. The Image Map Prompt Properties dialog box expands to show the area titles. This text appears when a user moves the pointer over the image area.50. You can change the filter criteria and then click the Refresh link again to see the change reflected in the results. NOTE: The column needs to be a fully qualified column name. For each area.100. CRM On Demand Online Help Release 15 443 .gif. click the Preview Analysis button. such as http://mycompany. in the format Table. Each <area> element must specify shape= and coords= attributes. An HTML <map> statement with <area> elements is required.50"> <area alt="Top-right" shape="rect" coords="50.100. if specified.

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

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

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

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

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

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

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

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

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

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

00 400. and so on.00 100.00 3_MO_SUM 100. The sum for the third row is calculated by taking the sum of the first three rows of data.00 500.00 800.00 1500.00 400.00 300.00 500. inclusive of the current row.Reports MSUM This function calculates a moving sum for the last n rows of data. the sum is calculated based on the last n rows of data. The sum for the first row is equal to the numeric expression for the first row. Represents the sum of the last n rows of data.00 RSUM This function calculates a running sum based on records encountered so far.00 200.00 200. The sum for the second row is calculated by taking the sum of the first two rows of data. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC REVENUE 100. The sum for the third row is calculated by taking the sum of the first three rows of data.00 600. and so on. The sum for the second row is calculated by taking the sum of the first two rows of data.00 300.00 100.00 1300. Any expression that evaluates to a numerical value.00 100. n) Where: n_expression n Example: The following example shows a report that uses the MSUM function.00 500.00 1000.00 400. Any positive integer. Syntax: MSUM (n_expression. 454 CRM On Demand Online Help Release 15 .00 1400. The sum for the first row is equal to the numeric expression for the first row.00 500. When the nth row is reached.00 1200.00 300.

Syntax: RCOUNT (Expr) Where: Expr Example: The following example shows a report that uses the RCOUNT function.00 800.00 200.00 100.00 100.00 RCOUNT This function takes a set of records as input and counts the number of records encountered so far.00 400.00 3300.00 200.00 400.00 3200.00 500.00 2200.00 100.00 500.00 500.Using Functions in Analyses Syntax: RSUM (n_expression) Where: n_expression Example: The following example shows a report that uses the RSUM function.00 300.00 3000. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC REVENUE 100. An expression of any data type.00 500.00 RUNNING_SUM 100. CRM On Demand Online Help Release 15 455 .00 300.00 1700.00 1200.00 300.00 2700. Any expression that evaluates to a numerical value.

00 500.00 300.00 400. An expression of any data type.Reports MONTH MAY JUNE JULY AUG SEPT OCT PROFIT 300.00 300.00 500.00 200.00 500.00 500.00 500.00 500.00 300.00 456 CRM On Demand Online Help Release 15 .00 500.00 300.00 500.00 100.00 500.00 200.00 200. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC PROFIT 100.00 RCOUNT 2 3 4 5 6 7 RMAX This function takes a set of records as input and shows the maximum value based on records encountered so far.00 500. The specified data type must be one that can be ordered.00 RMAX 100.00 400.00 100.00 400.00 200.00 100.00 500.00 500. Syntax: RMAX (expression) Where: expression Example: The following example shows a report that uses the RMAX function. The data type must be one that has an associated sort order.00 200.

00 200.00 100.00 100.00 100. The data type must be one that has an associated sort order. CRM On Demand Online Help Release 15 457 .00 100.00 300. Syntax: RMIN (expression) Where: expression Example: The following example shows a report that uses the RMIN function.00 200.00 300.00 String Functions String functions perform various character manipulations. The specified data type must be one that can be ordered. An expression of any data type.00 100.00 100.00 100.00 500.Using Functions in Analyses RMIN This function takes a set of records as input and shows the minimum value based on records encountered so far.00 500.00 100.00 100.00 RMIN 400.00 100.00 400.00 500. and they operate on character strings.00 100.00 100. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC PROFIT 400.00 200.00 100.

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

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

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

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

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

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

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

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

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

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

Sin Calculates the sine of a numerical expression. a value of -1 if the numerical expression argument evaluates to a negative number. ROUND (12. The numerical expression has to evaluate to a non-negative number. Syntax: SIN (n_expression) where: n_expression Any expression that evaluates to a numerical value.358.36 Sign Returns a value of 1 if the numerical expression argument evaluates to a positive number. Any positive integer representing the number of digits of precision (that is. Syntax: SIGN (n_expression) where: n_expression Any expression that evaluates to a numerical value. the number of decimal places) to which to round.Using Functions in Analyses n_expression n Example: Any expression that evaluates to a numerical value. and 0 if the numerical expression argument evaluates to zero.2) Returns: 12. CRM On Demand Online Help Release 15 469 . Syntax: SQRT (n_expression) where: n_expression Any expression that evaluates to a non-negative numerical value. Sqrt Calculates the square root of the numerical expression argument.

The date is determined by the system in which Siebel CRM On Demand Answers is running. Truncate Truncates a decimal number to return a specified number of decimal places.2) Returns: 12. Any positive integer representing the number of decimal places that are returned. Syntax: TAN (n_expression) where: n_expression Any expression that evaluates to a numerical value. (The timestamp data type is a combination of date and time.Reports Tan Calculates the tangent of a numerical expression. time and timestamp. Syntax: TRUNCATE (n_expression. The value does not contain a time component.35 Any expression that evaluates to a numerical value.358. Syntax: CURRENT_DATE 470 CRM On Demand Online Help Release 15 .) Current_Date Returns the current date. 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 argument is optional. The time is determined by the system in which Siebel CRM On Demand Answers is running. The timestamp is determined by the system in which the Siebel Analytics Server is running. Syntax: CRM On Demand Online Help Release 15 471 . The argument is optional.Using Functions in Analyses Current_Time Returns the current time. The value does not contain a date component. Syntax: CURRENT_TIME (n) where: n Any integer representing the number of digits of precision with which to display the fractional second. Syntax: CURRENT_TIMESTAMP (n) where: n Any integer representing the number of digits of precision with which to display the fractional second. Day_Of_Quarter Returns a number (between 1 and 92) corresponding to the day of the quarter for the specified date. Current_TimeStamp Returns the current date/timestamp. Syntax: DAY_OF_QUARTER (date_expression) where: date_expression Any expression that evaluates to a date. DayName Returns the name of the day of the week (in English) for a specified date. the function returns the default precision when no argument is specified. the function returns the default precision when no argument is specified.

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

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

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

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

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

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

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

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

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

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

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

The length of the literal is determined by the number of characters between the single quotes. the WHEN statements in the If form allow comparison operators. 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. that is. Literals are typically constant values. END Ends the CASE statement. 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 . Character Literals A character literal contains characters such as letters. To express a character literal. a WHEN condition of WHEN < 0 THEN 'Under Par' is legal. ELSE NULL is assumed. Expressing Literals A literal is a non-null value corresponding to a given data type. they are values that are taken literally as is. enclose the character string within single quotes ( ' ). This section describes how to express each type of literal in Siebel CRM On Demand Answers. numbers and symbols. If omitted. A literal value has to comply with the data type that it represents.Using Functions in Analyses Specifies the value if none of the WHEN conditions are satisfied. without changing them at all.

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

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

.

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

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

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

On the Manage Dashboards page.Dashboards Changing PDF and Printing Options on Interactive Dashboards (on page 507) Creating Prompts for Interactive Dashboards Changing the Name or Description of an Interactive Dashboard (on page 511) Viewing Dashboards (on page 512) Related Topics About Dashboards 487 Creating Interactive Dashboards This topic describes how to create a new interactive dashboard. The dashboard editor in CRM On Demand Answers appears in a separate window. Before you begin. independent of the other CRM On Demand pages. 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. enter the name and description for the dashboard. On the Dashboards Edit page. click the Manage Dashboards link. To create an interactive dashboard 1 2 3 4 Click the Dashboard tab. click the Design link for the dashboard that you created. The Manage Dashboards page is displayed again. On the Dashboard page. When you have created your dashboard. then click Save. For more information on how to manage dashboard content. click New Dashboard. 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 . 5 On the Manage Dashboards page. To create and edit interactive dashboards. your role must include the Manage Dashboards privilege. you can add content to the dashboard. Dashboard page names appear at the top of a dashboard only when the dashboard contains multiple pages. The name of the new dashboard appears at the top of the page NOTE: Newly created dashboards contain one blank page.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

.

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. For instructions. see the following sections: This section Company Administration (on page 519) Describes the following tasks Setting Up Your Company Profile and Global Defaults (on page 519) Activating Languages (on page 526) Verifying Licence Statuses and Active Users (on page 527) Defining Your Company's Password Controls (on page 529) Resetting All Passwords (on page 532) Reviewing Sign-In Activity for a User (on page 608) Restricting Use to IP Addresses (on page 534) Reviewing Your Company's Resource Usage (see "Reviewing Your Company’s Usage of PIM Sync" on page 534) Publishing Company-Wide Alerts (on page 535) Managing Currencies (on page 536) CRM On Demand Online Help Release 15 515 .

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 .

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. 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 .

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

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

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

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

NOTE: The Update Opportunity Totals button is located on the Opportunity Detail page. Your choice of theme has no effect on how the application behaves.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. the probability is not updated as part of the action. Company Data Visibility Settings Manager Visibility Enabled Select this option to allow managers to see the records of the users that report to them. Users can override this default in the Personal Profile. Controls whether: The Message Centre appears in the Action bar. which is shown as a read-only field. 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. The theme name determines the look-and-feel of the application. Maximum number of auditable fields. 522 CRM On Demand Online Help Release 15 . of Auditable Fields Message Centre Enabled Enables or disables the inline editing feature. in the title bar in the Products related information section. NOTE: The default theme for new users is contemporary and the default theme for existing users is classic. 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. 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. A user's manager is determined by the Reports To field on the User Detail page.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

see: Specifying Dynamic Page Layouts (on page 574) Customise Application .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: Specifying Dynamic Page Layouts (on page 574) Administer Field Audit This feature is available only for the Opportunity. 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. the Account Application Customisation page contains links for the following: CRM On Demand Online Help Release 15 543 . see: Managing the Behaviour of Lookup Windows (on page 576) None For some record types. 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.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 more information about these tasks. 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. 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. For example.

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

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

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

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

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

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

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

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. Enter an expression directly. You can only add complex expressions if your role includes the Advanced Field Management privilege. complete the following fields as required: Field Comments Required Select this checkbox to make the field a required field when creating or updating records. In the Additional Properties section. 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). you can only add constants and some simple expressions. Otherwise.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. or. click the fx icon to open the Expression Builder window. see About Field Management (on page 544). For more information about setting default values. and for information about the syntax that you can use for expressions. For example. Text fields use a single-line text field. Web Link custom fields allow you to create context-sensitive hyperlinks in your layouts. This field is only displayed if your user role includes the Advanced Field Management privilege. CRM On Demand Online Help Release 15 551 . if you have the Enterprise Edition of Siebel CRM On Demand. you can require that all users fill in the Account field when adding new contacts. Select this checkbox to make the field read-only. Default Read Only Post Default.

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

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

click record type Field Setup. Then. 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. 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. On the Edit Web Link page. leaving the current Siebel CRM On Demand window unchanged. You can create Web link custom fields for any record type. click the link for the required record type. click the Admin global link. Open in New window. For example. 554 CRM On Demand Online Help Release 15 . As with other custom fields. Open in Custom Web Tab. including another page in Siebel CRM On Demand. descriptive name that easily identifies this custom field. Update the Integration Tag. select how you want the system to behave when a user clicks the hyperlink: Open in Current window. In the Record Types Setup section. Web links and other integration technologies (WSDL files for Web Services and URL Parameters for Web Links). You can configure a Web link to simply open another Website. complete the information in the following recommended sequence: a For Field Display Name. click the Advanced button. Opens the hyperlinked page in a custom Web tab. you must add Web Link fields to your record page layouts to make them visible to your users. Click t