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 .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Product Category. Last Name. Title Campaign Name. Source Code Subject Subject Opportunity Name SR Number. Status Fund Request Specific to High Tech Edition: Name. Email First Name. Email User Fund Specific to High Tech Edition: Name. Part #. Subject Product Name. Last Name. Status First Name. Company.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. State (for USA) Solution ID. Last Name. Status Household Specific to Financial Services Edition: Household Name Portfolio Account Specific to Financial Services Edition: Account Number CRM On Demand Online Help Release 15 23 . Location First Name.

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

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

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 .

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

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

omit commas and symbols. 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. 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. Contains none of the values. and in the Phone Number pop-up. click the phone icon. A record is found if any of the specified filter values match the multi-select picklist values of a searched record. CRM On Demand Online Help Release 15 29 . search for all telephone numbers of a certain area code. A record is found if all the specified filter values match the multi-select picklist values of a searched record. such as 2003. such as the pound sign (£). The following list shows how the multi-select picklist values in the filter criteria and the filter condition determine which records are found in the search: Contains all values. For dates. you can. 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. and not to other areas in Siebel CRM On Demand . CAUTION: Using the asterisk character (*) might result in slow performance if used with large amounts of data. To do this. for example. enter them in the format that your company uses but include four digits for the year. A record is found if none of the specified filter values match the multi-select picklist values of a searched record. Contains at least one value. enter the area code and then the asterisk (*) wildcard in the Local Number field. Multi-select picklist fields are supported as columns in target search results and in target search filter criteria.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Click the Edit link in the row of the record you want to update. If you do not select Private. View note details 56 CRM On Demand Online Help Release 15 . You can restore deleted items for up to 30 days after deletion. On the Note Edit page. 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. Click the Edit link in the row of the record you want to update. select the number of records to be seen at any one time. Limit of 16. On the Note Edit page. Field Description Private Indication to exclude this note from others' access. Description Note Page (List) The Note page shows all notes linked to a record. click 0-9.350 characters. Then click a letter in the Alpha bar. complete the required information and save the record. update the information and save the record. Click the Previous or Next links. Note Edit Page The Note Edit page allows you to add a note to a record or update information in an existing note. In the Number of records displayed drop-down list at the bottom of the page. Click the Subject column header to sort the data. NOTE: Different restrictions apply when you import notes into Siebel CRM On Demand (see Note Fields: Import Preparation (on page 703)). anyone with access to this record can view the note. review the note details. For notes beginning with numbers. click the Note button. On the Note Edit page.Getting Started 5 Save the record. You can also edit the fields that are displayed on the Notes page inline. It shows the complete set of fields for a note record. Click the Del link in the row of the record you want to delete.

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

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

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

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

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

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

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

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

these linked records are also deleted: Attachments Alert Alert records and their attachments are the exception to the normal deletion behaviour. the following linked records are also deleted: Leads Activities (along with any attachments linked to this activity) Notes Attachments The following linked records are not deleted: Accounts Opportunities CRM On Demand Online Help Release 15 65 . they are immediately purged from the system and cannot be restored. When deleting a campaign.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. 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 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. When deleting an account. Instead of being stored for 30 days.

When deleting a fund. the following linked records are also deleted: Activities (along with any attachments linked to this activity) Notes Attachments Group When you delete a group. No child records are deleted when the household is deleted. 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. During this time. If this process involves a large number of records. the following linked records are not deleted: Invitees (contacts) NOTE: You cannot delete an event that has a status of Completed. When deleting a lead. To change a filtered list.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. delete it and create a new one. the system does not allow group members to create records. the system removes the reference to the group from the group's records. 66 CRM On Demand Online Help Release 15 . 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.

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

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

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

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 .

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

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

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

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

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

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

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

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. Objective 78 CRM On Demand Online Help Release 15 . Automatically populated and read-only. When the status is updated to Completed. the call record appears as related information on both the Account and Contact Detail pages.Calendar and Activities Custom fields that your company administrator defined are saved in the Smart Call template. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. 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. NOTE: This field is not copied over to the new record when you create a new call record from a smart call template. Field Description Key Call Information Subject Primary Contact Limited to 100 characters. you can select a Smart Call template. If this call is linked to both an account and contact. Limit of 1.500 characters. The name of the Smart Call template. Activity Currency You can select a different currency to convert the price to another currency. 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. if your company administrator has set up this feature. Smart Call If your user role includes the privilege. Account Automatically populated and read-only. the last Call Date for the linked account and all linked contacts is updated with the start date/time of the call. the call record appears as related information on both the Account and Contact Detail pages. Status Status of visit (call).

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

For example. NOTE: Company administrators can customise your application in a variety of ways. see Working with Records (on page 14). Therefore. In this section. you can view analyses of campaigns by ROI (return on investment). 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. which you can use to determine the effectiveness of your campaigns. 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. Related Topics Campaign Fields Campaign Homepage Campaign List Page About Campaigns Reports 347 Importing Your Data 735 97 92 96 91 94 CRM On Demand Online Help Release 15 . Also. such as changing names for record types. lead conversion rate or cost per lead. fields and options in drop-down lists.Campaigns Active Campaigns Status Section The Active Campaign Status section shows an analysis of all active campaigns. 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. depending on your access level. you can place your pointer on the chart to see specific information.

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

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

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

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

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

.

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

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

Never Email Next Step Number of Employees Potential Revenue Primary Phone # Product Interest Account Annual Revenues Opportunity Contact Mobile Phone # Invoicing City Shipping City Account Name Invoicing Country Shipping Country Description Email Close Date First Name Industry Job Title Last Name Account Primary City Account Primary Country Mr./Ms./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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

depending on your access level.Contacts Tracking Contact Interests (on page 150) NOTE: This feature is not part of the standard application. Therefore. To import your contacts 1 2 Click the Contacts tab. fields and options in drop-down lists. When you import contacts. at a time. so it might not be available in your version of the application.csv) file to use with Siebel CRM On Demand. NOTE: Administrators can import up to 30. Before you begin. prepare your file for importing to ensure that you capture all the data in the file. Also. click the Training and Customer Care links at the top of each page within Siebel CRM On Demand. If your company is importing a large number of records. This starts the Import wizard. In the Recently Modified Contacts title bar. 3 On the Data and Integration Tools page. NOTE: If the Recently Modified Contacts section is not visible on your Contacts Homepage. attend a training session on data importing or contact Customer Care. see Working with Records (on page 14). you can import up to 2.000 contacts at a time from a comma-separated value (. coordinate the importing effort to minimise record duplication. 4 For Step 1: 144 CRM On Demand Online Help Release 15 . NOTE: Company administrators can customise your application in a variety of ways.000 contact records. you may not be able to perform all procedures described in the preceding list. with a maximum file size of 9 MB. practice the importing procedure with a file of 5-10 records to avoid cleaning up data afterwards. Importing Your Contacts As a non-administrator. Therefore. such as changing names for record types. click the Import Your Contacts link. click the Import button. you specify how you want the application to handle duplicate records. Also. If several employees at your company are importing 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. For additional procedures that are common to all records. For information on those resources. the information that you see on-screen might differ from the standard information described in the online help. CAUTION: You cannot undo the importing of records or perform a mass deletion of records.

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

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

On the Opportunity Homepage Layout page. For example. An upward pointing red arrow indicates high priority.Steps for Opportunities Arrow symbol. Link for expanding the list of opportunity activities. Show Full List. Opportunity. 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. Priority for tasks as set by you or your manager. Click the link to review the task. In this section. 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. click the Edit Layout link. Click Save. Opportunity associated with the task. use the directional arrows to add or remove sections and to organise the sections on the page. you can generate an analysis that shows the number of Opportunities by Region. the Pipeline Analysis section shows a quarterly analysis of the pipeline in chart format. Title of task. Pipeline Analysis for Current Quarter Chart Section Your company administrator can change the analysis shown in this section. which can help to identify opportunities and challenges. In the standard application. Subject. 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 different opportunity and revenue analysis reports. Steps for Opportunities Click a topic to see step-by-step procedures for performing the following: CRM On Demand Online Help Release 15 161 .

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

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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

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

see Working with Records (on page 14). 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 . fields and options in drop-down lists. 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 providing more information to service representatives to help customers or by providing more information to customers directly. your user role must include the Publish Solutions privilege. such as changing names for record types. depending on your access level. Therefore. you may not be able to perform all procedures described in the preceding list. 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. 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. For additional procedures that are common to all records. Also.

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

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

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

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

.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

You can save incomplete CRM On Demand Online Help Release 15 223 . When an email has been routed to you. The record also appears at the top of your Inbox on the Communications Homepage. 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. You can play a voicemail message at any time. Click Transfer. which does not warrant a reply. within the Voicemail subtab. To listen to a message on the phone (new or played) 1 2 In the Inbox. Generally. you can discard it. click the Listen to Vmail on Phone button. when you receive email such as junk mail. In the Transfer window. within the Email subtab. The record also appears at the top of your Inbox on the Communications Homepage. click the Subject link for the voicemail message. Click Agent or Group in the window that appears. click Reassign. This plays the voicemail through the local media player. click the Subject link for the voicemail message. click the Listen to Vmail button. select a group or agent. On the Voicemail page. To listen to a message (new or played) 1 2 In the Inbox. However. To reassign the voicemail 1 2 3 4 On the Voicemail page. NOTE: Voicemail messages cannot be deleted. Playing a message does not affect your availability in the application. availability or keyword. the Inbound Voicemail alert flashes on the Communications Tools section in the Action bar for a few seconds. Handling Emails Emails are routed to agents based on skill. On the Voicemail page. the Incoming Email alert flashes in the Communication Tools box in the Action bar.Steps for Call Centre On Demand When a voicemail message is in your queue. you want to respond to all emails.

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

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

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

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

Available. Number of ACD emails taken by the agent. For example. Interaction histories are stored as attachments to the activity records. called an interaction history. To perform this procedure. Viewing Interaction Histories Call Centre On Demand tracks what happens to each customer interaction in a separate file. Number of ACD emails in the queue for all the workgroups to which the agent is assigned. you have the option to just listen or to take control of the call. 228 CRM On Demand Online Help Release 15 . To see the interaction history 1 2 3 4 Select the activity. During the session. the interaction history includes information as such the agent. Click View in the Interaction History row. for example. You can use the monitor feature as a coaching tool to help agents best deal with customer issues. click the specific link in the history. priority and routing for the voicemail. Available.Communications This label Current State Email # Emails in Queue Current State Shows the following information Indicates the status of ACD voicemails. you need to be set up as a Supervisor in Call Centre On Demand. Unavailable and so on. for example. For ACD emails (agent-specific). scroll down to the Attachments sections. On the Detail page. To see further details. Similar to a log file. When you monitor an agent. 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. Unavailable and so on. Monitoring Agents Before you begin.

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

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

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

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

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

.

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

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

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

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

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

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

followed by the date and time when the record is created or updated. access levels can be adjusted to restrict or expand a user's access. Details regarding session.MedEd Fields Field Description Additional Information Owner Person assigned to this record. Required field by default. 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 . Limit of 500 characters. System-generated. Name of the person who creates or updates the record. 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 or delete the record. Limit of 250 characters. Generally. Objective Session Details Modified By Description Limit of 500 characters. However.

.

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

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

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

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 . fields and options in picklists. 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. depending on your access level. Also. If you are a fund participant. you can create and update fund requests. Therefore. Linking Records to Your Selected Record (on page 32) Working with Lists (on page 39) Transferring Ownership of Records (on page 51) Adding Notes (on page 55) Attaching Files and URLs to Records (on page 58) Deleting and Restoring Records (on page 63) Customising the Audit Trail (on page 573) NOTE: Company administrators can customise your application in a variety of ways. the information that you see might differ from the standard information described in the online help. 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 may not be able to perform all procedures described in the preceding list.

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

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

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

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

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

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

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

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

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

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

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

you may not be able to perform all procedures described in the preceding list. click Edit. 2 3 On the Household Detail page. see Household Fields (on page 262). see Finding Records (on page 17). fields and options in picklists. Related Information See the following topics for related Household information: About Households (on page 257) Household Homepage (on page 257) Household Fields (on page 262) Profiling Households You can profile households by updating the information in household records. Also. For instructions on selecting households. On the Household Edit page. such as changing names for record types. fill in the information. To profile a household 1 Select the household. the information that you see might differ from the standard information described in the online help. CRM On Demand Online Help Release 15 259 . Therefore. For a description of the fields.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. depending on your access level.

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

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

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

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

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

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

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

such as changing names for record types. 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. Therefore. Also. fields and options in picklists. 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 . depending on your access level.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.

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

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

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

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

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

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

.

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

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

update the Owned By field in the Vehicle record. click Edit in the title bar. CRM On Demand Online Help Release 15 277 . click Save & New Vehicle.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. such as changing names for record types. you may not be able to perform all procedures described in the preceding list. update the vehicle record to track the vehicle ownership. the information that you see might differ from the standard information described in the online help. 1 Select the vehicle. Save the record: To save this record and then open the Vehicle Detail page (where you can link information to this record). On the Vehicle Edit page. depending on your access level. see Finding Records (on page 17). fields and options in picklists. Therefore. Also. 2 3 4 On the Vehicle Detail page. For instructions on selecting vehicles. To save this record and then open the Edit page (where you can create another vehicle record). Related Information See the following topics for related Vehicle information: Vehicle Fields (on page 282) Vehicle Homepage (on page 275) Reports (on page 347) Updating Vehicle Ownership When a vehicle is sold. click Save.

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

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

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

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

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

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

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

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

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

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

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

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

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

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. For step-by-step instructions. use the My Setup pages to personalise your Siebel CRM On Demand application.

Limit of 50 characters. Limit of 50 characters. This is a required field. Last Name Middle Name Mr/Mrs 292 CRM On Demand Online Help Release 15 . The following table describes some fields that you can review or update: Field Description Key User Information First Name The first name of the user. update the information. Your company administrator controls the layout and information that you see on your Personal Detail page. Limit of 50 characters. click the My Profile link. click Edit. such as your address and phone number. To update your personal details 1 2 3 4 5 In the upper right corner of any page. In the Personal Information section. This is a required field. In the Personal Profile section. The last name of the user. In the Personal Edit form. The salutation of the user. click the Personal Profile link. NOTE: Changes made to your Default Language. In the Personal Detail section. consequently there might be differences between the following descriptions and what you see. The middle name of the user. see the following topics: Importing Your Contacts (on page 144) Using the Offline Edition (on page 314) Synchronising with PIMs (on page 320) Adding Emails from Microsoft Outlook and Lotus Notes (on page 332) Updating Your Personal Details You can update your personal details. click the My Setup global link.Personalising Your Application Related Information For additional topics of interest when you are personalising your application. Currency. 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.

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

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

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

The available themes are: Classic. who sets up and customises Siebel CRM On Demand for their entire organisation. Locale. online help and tutorials. Note: You must sign out and in again to activate some of the changes (Language. an appointment scheduled for 11:00 a. currencies. including its background colour. phone numbers. The Locale setting determines the formatting for numbers. A blank value means that you have to use the theme that your company administrator has set in the company profile.00.000. Company administrators initially set up some defaults that every user inherits.00. users who select the German Germany locale setting see currency amounts that display 110. Time Zone and Currency). see User Fields (on page 603). hyperlinks and icons. For example.m. because of the three-hour time difference. Otherwise. A theme changes the look and feel of the application. they must contact Siebel Customer Care. For information on other fields. Depending on the company's default language.United States setting see the same amount as 110. users may see certain items in reports in a language other than their default language. Locale Language 296 CRM On Demand Online Help Release 15 . Country or Time Zone settings for their company. 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. Currency. About Profile Settings for Users Each company has at least one designated company administrator. times and dates. 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. whereas users who select the English . The following table describes what the settings affect. for a user whose setting is EST.Personalising Your Application Field Description Theme Name This picklist allows you to select the themes available application-wide for your application. PST displays as 2:00 p.000. CAUTION: If company administrators change the Language. The Language setting allows users to change the language for the user interface. Show Welcome Page on Sign In 6 Save the record. Users should select the format that they are most comfortable with. Contemporary or Oracle. their company's reports and forecasts are run with the previous settings. For example.

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

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

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

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

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

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

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

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

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

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

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

My Accounts and so on. You can also embed them in portals and in standalone Web pages.Personalising Your Application Embedding a Favourite Lists Widget You can embed your CRM On Demand favourite lists widget. Click Embed On Demand Content. 308 CRM On Demand Online Help Release 15 . Note: This feature is available in your CRM On Demand application only if it is enabled by your company administrator. copy the HTML code to your application. Using this On Demand widget. To embed Message Centre 1 2 3 Navigate to My Setup. For more information about using CRM On Demand widgets on mashup sites. a CRM On Demand login window appears. From the Message Centre Widget section. When you successfully embed this HTML code in your application. A mashup is a Web-based application that combines data from more than one source. 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. see Example of Embedding On Demand Widgets (on page 310). a CRM On Demand login window appears. You can also embed them in portals and in standalone Web pages. The Message Centre is located in the Action Bar of the CRM On Demand Homepage. 4 Enter your On Demand login details to access your Favourite Lists data. To embed Favourite Lists 1 2 3 Navigate to My Setup. From the Favourite Lists Widget section. When you successfully embed this HTML code in your application. All Opportunities. copy the HTML code to your application. for example. Click Embed On Demand Content. Embedding a Message Centre Widget This On Demand widget allows you to embed a Message Centre in desktop applications that support Web widgets. You can use the Add to Google button to quickly add this widget to Google. from your CRM On Demand application in desktop applications that support widgets.

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

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

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

.

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

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

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

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

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

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

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

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

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

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

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

/Ms.0 Field Business County Palm Desktop Field County Address Post Code Company Department E-mail Fax First name Title Last name Middle name Mobile Note Private Business Address Street Business Street Business Address Post Code Company Name (Key field) Department Email1 Address Business Fax Number First name Job title Last name (Key field) Business Post Code Company Department eMail address Office fax First name Job title Last name Middle name (Key field) Middle name Mobile Telephone Number Body Private Title Mobile phone Comment Private Title Body End Date End Time Location Private Start Date (Key field) Description End Date End Time Location Mark Private Begin Date Note End Date End Time Mark Private Date 324 CRM On Demand Online Help Release 15 .5/7.0/6. First Name (Required) Job Title Last Name (Required) Middle Name Mobile Phone # Description Private Mr.Working with Other Applications Siebel CRM On Demand Field Contact County Contact Address Contact Zip/Post Code Account Department Email Work Fax No. Appointments Description End Time (Date Part) (Required) End Time (Time Part) (Required) Location Private Start Time (Date Part) (Required) Microsoft Outlook Field Business Address County Lotus Notes 6.

Before you begin: Connect to the Internet. 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. CRM On Demand Online Help Release 15 325 . you can use filters to synchronise a subset of records. Make sure your computer meets the system requirements shown in the System Requirements section in Siebel CRM On Demand. you need to: 1 2 Install the synchronisation software (Siebel PIM Sync On Demand). When synchronising data.0/6. 3 Perform the initial synchronisation of data. NOTE: You can create filters during this step. Configure the settings for synchronisation.0 Field Begin Time Subject Palm Desktop Field Start Time Description Completed Flag Body Due Date Priority Private Flag Status Subject (Key field) Completed? Description Due Date Priority Mark Private Complete Note Due Date Priority Private Subject Description Running the Initial Synchronisation with Your PIM To run the initial synchronisation between your PIM and Siebel CRM On Demand.5/7. based on criteria that you specify. For example.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.

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

For Date Range (available for Appointments and ToDo's). 10 Follow the instructions to complete the installation. The default is to synchronise only future appointments and event items. 9 Open the folder where you unzipped the file. you can: Click Save to copy the file to your hard drive to install while you are offline. For information on the options. 8 Unzip the files. select the time span for determining which records are synchronised. In the Siebel PIM Sync On Demand Configuration window. To configure the synchronisation 1 2 3 4 5 6 7 8 Install the software. (Recommended). A data conflict exists when two records contain the same values in key fields. see About Conflict Resolution with PIMs (on page 331). In the Siebel PIM Sync On Demand Configuration window. Click Open to begin the installation. type the email address and password that you use to sign into Siebel CRM On Demand. In the Siebel PIM Sync On Demand window. select Appointments and click Choose. and click Configure Applications.Synchronising with PIMs 7 In the window. To exclude your private records. select Siebel CRM On Demand > Siebel PIM Sync On Demand Siebel PIM Sync On Demand. click Specify Synchronisation Settings. and click Setup. From the Start menu on your computer. select MS Outlook. In the Choose Application window. The default location is C:\OnDemandCRM\sync. and select how you want conflicts to be resolved. CRM On Demand Online Help Release 15 327 . create a new filter based on the Private field in Outlook. You need to stay connected to the Internet to continue with the installation.exe to start the installation wizard. In the Siebel PIM Sync On Demand window. Click the Conflict Resolution tab. 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. CAUTION: Selecting the Exclude Private Data filter can cause your private records to be deleted during subsequent synchronisations. select Synchronise and click OK.

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

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

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

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

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

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

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

NOTE: A contact must have a linked account record for this email to be saved to it. This area shows records in Siebel CRM On Demand that are linked to the contact records corresponding to the email recipients. this area shows the contact records whose email addresses in Siebel CRM On Demand exactly match the records in the To. right-click on the email recipient name. In the Selected Records area. You can move records from other areas in this window to the Selected Records. In the New Task or New Appointment form. you can perform the following: To perform this Add follow-up tasks or appointments to Siebel CRM On Demand Complete the following steps 1 In the Options After Saving area. 2 3 Add a new opportunity or service 1 request linked to an email recipient 2 3 4 CRM On Demand Online Help Release 15 335 . When you click Save in this window. Click Save.Adding Emails from Microsoft Outlook and Lotus Notes This area Contains these records Selected Records Initially. 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. Cc and From fields in the emails. Update the information in the New Opportunity or New Service Request form. update the information and save the record. the application saves the email to all the records in this area and to account records linked to them. select the Create a New Task or Create a New Appointment checkbox. Click Save. Select Add New Opportunity to On Demand or Add New Service Request to On Demand. Related Records 6 From the Create a Task window.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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. 10 To convert the filter to SQL. 8 To remove a value. 11 When you have finished. Then click the All Choices link. To remove all definitions. perform the following: a Click the Add button and select the appropriate option. SQL expression or session variable. suppose you want to see results for the Northern region. SQL expressions can contain function calls that operate on column values. 6 Use the Match drop-down list to view the available values to use in a filter. CRM On Demand Online Help Release 15 369 . If you enter an E into the text box and select "begins with" from the Match drop-down list. 5 Use the calendar buttons to specify the date range for columns that contain dates. The Advanced SQL Filter dialog box appears. the list only shows the values that begin with an E. and select a value from the list returned. click the Clear Values button. The label on the Value box changes to reflect your selection. If desired. click the Advanced button and select the Filter based on results of another request option. The Filter on Saved Request dialog box appears. For more information. To specify a single date. 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. see Using Functions in Analyses (on page 445) and Session Variables (on page 484). b Enter the SQL expression or session variable name into the box. specify the same date for the start and end date. click OK. For example. The filter appears in the Filters area on the Define Criteria page or on the Saved Filters page. 9 To have this filter restricted by the value of a column from the same subject area in another analysis. 7 To add an SQL expression or a session variable. click the X icon next to it.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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

where each consecutive cell for the measure displays the total of all previous cells for that measure. To apply cosmetic formatting to row headings or values. make selections from the Content Properties tab. To duplicate the row in the pivot table. row headings and row values. select Duplicate Layer. 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 the appropriate option. see Building Calculations in Pivot Tables. Running sums apply to all totals. You can format the column heading if you want it to indicate that the running sum option is in effect. To define a new calculated item. This option is a display feature only and has no effect on actual pivot table results. Use a row in pivot table calculations but suppress its display in results. For information about applying cosmetic formatting. Define a new calculated item for use in a pivot table. To hide a row from the output. see Changing Appearance of Records (see "Changing Appearance of Reports" on page 362). select Remove Column. Duplicate the row in the pivot table. To remove the column from the report. select Hidden. NOTE: The Data Format settings for columns included in the Measures area inherit the settings for columns in the section. Typically. The column is removed from the pivot table and all other result views for the report.Step 2: Creating Layouts 3 To format the appearance of the section content. 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. Adding Formatting for Rows Row and row content formatting options allow you to perform the following: Apply cosmetic formatting to rows. The running sum for each level of detail is computed separately. To add formatting for rows At the pivot table view. with the last value being 100 percent. Remove a column from the pivot table view. see Changing Appearance of Records (see "Changing Appearance of Reports" on page 362). CRM On Demand Online Help Release 15 413 . For information about applying cosmetic formatting.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

"Account Country" "Units shipped" 8 When you have finished.100. For example: Account.50"> <area alt="Bottom" shape="rect" coords="0.0. Place double quotes around any column names containing spaces. You can change the values in the area title if you want. The alt= attribute. The Image Map Prompt Properties dialog box expands to show the area titles. For each area.50. if specified.50. When you click an area of the image. NOTE: The column needs to be a fully qualified column name. in the Column box. An HTML <map> statement with <area> elements is required. in the format Table. or a website accessible to all your users. 9 To view the image prompt. enter the name of the column to be passed when a user clicks it.com/imagemap. click OK. You can change the filter criteria and then click the Refresh link again to see the change reflected in the results.100. click the link Extract Image Map from HTML. To modify the properties of an image prompt 1 2 Click the Properties link to open the Image Map Prompt Properties dialog box. click the Preview Analysis button. the underlying filter constructed for that area displays. CRM On Demand Online Help Release 15 443 . Make your changes.0.gif.50"> <area alt="Top-right" shape="rect" coords="50. and the value that is to be used. You can click the Refresh link to see the results. This text appears when a user moves the pointer over the image area. and then click OK.Column Name.100"> </map> 7 To extract the image map information from the HTML. For example: <map> <area alt="Top-left" shape="rect" coords="0. shapes and coordinates entered in the HTML box. The image prompt is shown on the Define Prompts page. will be mapped to the Area title. Each <area> element must specify shape= and coords= attributes.gif.Step 3: Defining Prompts (Optional) as \\ALLUSERS\graphics\map. such as http://mycompany. 6 Enter the appropriate HTML <map> tags and data in the HTML box.

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

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

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

Aggregate Functions Aggregate functions perform work on multiple values to create summary results. This shortcut only works for the Column Formula dialog box. Click Edit Formula [fx]. 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. and then the Column Formula tab in the resulting dialog box. AvgDistinct Calculates the average (mean) of all distinct values of an expression. Syntax: AVG (n_expression) where: n_expression Any expression that evaluates to a numerical value. 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). It must take a numeric expression as its argument. Avg Calculates the average (mean) value of an expression in a result set. It must take a numeric expression as its argument. TIP: When the cursor is in the Column Formula dialog box. Syntax: AVG (DISTINCT n_expression) where: n_expression Any expression that evaluates to a numerical value. The formula name for that column can be found in the Column Formula text box. first add the column to a report. CRM On Demand Online Help Release 15 447 . 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: COUNT (expression) where: expression Any expression. Syntax: COUNT (DISTINCT expression) where: expression Any expression.Reports BottomN Ranks the lowest n values of the expression argument from 1 to n. 448 CRM On Demand Online Help Release 15 . in which case the number of rows with non-null values for that column is returned. Any positive integer. Count Calculates the number of rows that have a non-null value for the expression. CountDistinct Adds distinct processing to the COUNT function. NOTE: A query can only contain one BOTTOMN expression. Syntax: BOTTOMN (n_expression. 1 corresponding to the lowest numerical value. n) where: n_expression n Any expression that evaluates to a numerical value. 1 being the lowest rank. Represents the bottom number of rankings displayed in the result set. The BOTTOMN function operates on the values returned in the result set. The expression is typically a column name.

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

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

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

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

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

MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC REVENUE 100.00 3_MO_SUM 100. The sum for the second row is calculated by taking the sum of the first two rows of data. The sum for the first row is equal to the numeric expression for the first row. Syntax: MSUM (n_expression.00 500.00 100.00 800.00 200.00 1500. 454 CRM On Demand Online Help Release 15 . the sum is calculated based on the last n rows of data.00 600.00 200.00 100. n) Where: n_expression n Example: The following example shows a report that uses the MSUM function.00 1300. Any positive integer. When the nth row is reached.00 1400. and so on. The sum for the second row is calculated by taking the sum of the first two rows of data.00 400.00 500.00 RSUM This function calculates a running sum based on records encountered so far. inclusive of the current row.00 400. Represents the sum of the last n rows of data. Any expression that evaluates to a numerical value.00 1200.Reports MSUM This function calculates a moving sum for the last n rows of data.00 400.00 300.00 500.00 1000.00 300. The sum for the third row is calculated by taking the sum of the first three rows of data. The sum for the third row is calculated by taking the sum of the first three rows of data.00 100.00 500.00 300. The sum for the first row is equal to the numeric expression for the first row. and so on.

00 300.00 3000.00 200.00 100.00 300.00 RCOUNT This function takes a set of records as input and counts the number of records encountered so far.00 800.00 3300. MONTH JAN FEB MAR APRIL MAY JUNE JULY AUG SEPT OCT NOV DEC REVENUE 100.00 400. CRM On Demand Online Help Release 15 455 .00 200. Any expression that evaluates to a numerical value.00 400.00 500.00 2200. Syntax: RCOUNT (Expr) Where: Expr Example: The following example shows a report that uses the RCOUNT function.00 500.00 RUNNING_SUM 100. An expression of any data type.00 1700.00 3200.00 100.Using Functions in Analyses Syntax: RSUM (n_expression) Where: n_expression Example: The following example shows a report that uses the RSUM function.00 500.00 300.00 500.00 100.00 1200.00 2700.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Using Functions in Analyses Specifies the value if none of the WHEN conditions are satisfied. a WHEN condition of WHEN < 0 THEN 'Under Par' is legal. that is. enclose the character string within single quotes ( ' ). they are values that are taken literally as is. A literal value has to comply with the data type that it represents. the WHEN statements in the If form allow comparison operators. This section describes how to express each type of literal in Siebel CRM On Demand Answers. ELSE NULL is assumed. numbers and symbols. Literals are typically constant values. END Ends the CASE statement. To express a character literal. 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. The length of the literal is determined by the number of characters between the single quotes. Character Literals A character literal contains characters such as letters. Expressing Literals A literal is a non-null value corresponding to a given data type. If omitted. 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 . 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. so they are defined here for reference. so in a sense they are redundant. all of these variable values can be derived through calls to other functions. the letter E and the sign of the exponent. This is not a complete list. However you may see them in pre-defined reports. 484 CRM On Demand Online Help Release 15 . Two digits are required for all non-year components even if the value is a single digit.98 -326 12. TIME. Do not enclose numeric literals within single quotes. doing so expresses the literal as a character literal. Examples: 52 2. use the VALUEOF( ) function to get its value. respectively.CURRENT_YEAR NQ_SESSION. A number can be preceded with either a plus sign (+) or minus sign (-) to indicate a positive or negative number. To express a typed datetime literal. In general.5E6 Session Variables Session variables contain values that may be referred to in other functions. To express floating point numbers as literal constants. NQ_SESSION. simply include the number. Numbers can contain a decimal point and decimal numbers. To express a numeric literal. When referring to the variable."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. or TIMESTAMP followed by a datetime string enclosed in single quote marks. use the keywords DATE. No spaces are allowed between the integer. Example: CASE WHEN Opportunity. The current quarter number.CURRENT_QTR The current year.Reports These formats are fixed.

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

.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

.

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

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

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 .

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

see: Creating Web Applets (on page 565) For information about advanced page layout management. see Specifying Dynamic Page Layouts (on page 574). For more information about these tasks. Cascading Picklists Defining and managing cascading picklists. 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. managing picklist values. For more information about these tasks. creating custom fields. see: Customising Static Page Layouts (on page 561) Renaming Field Section Titles (on page 564) Creating and managing Web applets that can be used on Detail page layouts. specifying default values for a field and setting up field validation. see: Defining Cascading Picklists (on page 566) None 542 CRM On Demand Online Help Release 15 .Administering Siebel CRM On Demand Section Field Management Tasks Renaming fields. 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 example. For more information about these tasks. For more information about these tasks. see: Managing List Access and List Order (on page 569) None Homepage Layout Management Creating and managing Homepage layouts and specifying custom reports to be displayed on the Homepages.Manage Dynamic Layouts Lookup Window Setup Managing the behaviour of the Lookup Windows used with smart associations. For more information about these tasks.Application Customisation Section Search Layout Management Tasks Specifying targeted search fields and managing layouts for search results. the Account Application Customisation page contains links for the following: CRM On Demand Online Help Release 15 543 . see: Specifying Dynamic Page Layouts (on page 574) Customise Application . 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. 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. see: Managing Search Layouts (on page 567) Additional Privilege Required None List Access and Order Managing default list access and the display order for each role. see: Creating Record Homepage Layouts (on page 571) Creating Homepage Custom Reports (on page 570) Customise Application – Manage Homepage Customisation Custom Audit Trail Customising the field audit trail for your company. see: Managing the Behaviour of Lookup Windows (on page 576) None For some record types. For more information about these tasks.

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

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

For example. if. For example. NOTE: Most of these are only possible if your role includes the Advanced Field Management privilege. for example. you are putting a simple field validation expression on an Amount field to specify that the value must be greater than 1000. you can use a construction such as the following: =IIf(ComplexExpression. For example. A role-specific default value. a sales representative opens the SR. There are two types of default values for fields: 546 CRM On Demand Online Help Release 15 . you might want an Account Type field to have a default value of Customer when a new record is created. A formula-based value as default. The generation of a unique value for a field. a Reassign flag field might be selected by default so that. Specifying a default value for a field is useful where you require: A constant value for a field. for example. These fields are set on an exception basis to prevent breaking the existing business logic in the application code. If. For example. it is sufficient to enter >1000.Administering Siebel CRM On Demand Field validation expressions assume that the first parameter is the field name itself. "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. you might want the default value for a Due Date field of Fund Requests to take a default value of 6 months after the value of the Create Date field. you 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). If you want to use more complicated expressions. You do not need to enter [<Amount>]>1000. it is routed to the correct CSR based on predefined assignment rules. [<Amount>]. 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. in a company where the majority of the service requests (SR) are created by customer service representatives (CSR).

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

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

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

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

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

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

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

Opens the hyperlinked page in the current window. click the Advanced button. you must add Web Link fields to your record page layouts to make them visible to your users. For example. 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. Opens the hyperlinked page in a custom Web tab. including another page in Siebel CRM On Demand. Open in New window. You can use a Web link custom field to provide a convenient way for users to navigate to another Web page. To configure Web Link fields. a map for your account location is opened. click the Admin global link. Click the Application Customisation link. You can create Web link custom fields for any record type. In the Record Types Setup section. On the Fields page. Before you begin. You can also configure the Web link to pass specific information from the Siebel CRM On Demand record as a parameter in the URL. target URL. 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. You can configure a Web link to simply open another Website. As with other custom fields. click record type Field Setup. Web links and other integration technologies (WSDL files for Web Services and URL Parameters for Web Links). descriptive name that easily identifies this custom field. On the Edit Web Link page.Administering Siebel CRM On Demand 6 7 On the Rename Field