Section 1: Foundations

Module 1: Common Siebel eBusiness

Functions and Terms

1
 Module Objectives
After completing this module you will be able to identify common
functions and terminology used in Siebel Call Center

Why you need to know

You will use these functions and terms throughout this course

2
 Data is Retrieved, Organized, and Presented
Every Siebel eBusiness application
Retrieves business data from
Enterprise database
Other data sources
Organizes that data based on a business model
Business model is a collection of business entities
Presents that business model via the user interface (UI)

3
 Common eBusiness Entities
Some of the many entities in Siebel eBusiness
Opportunities, Service Requests, Accounts, Contacts, and Activities

Each of these entities have a specific meaning in Siebel eBusiness

applications
You will be exposed to these business entities while using Siebel Call
Center

4
 Account
Is a company or business external to your organization deploying a
Siebel application
Can represent
A current or potential client
A business partner
A competitor organization
Has an account team, defining who is permitted to view and change the
data
Your Company Inc. staff
eBooks Inc.
Your Company assigned to eBooks Inc.
Inc. deploys Siebel account team
and conducts
business with
eBooks Inc.

5
 Opportunity
Is a potential revenue-generating event
Has the following characteristics
May be associated to an account
Potential revenue
Probability of completion
Close date
Sales methodology
Has a sales team, defining who is permitted to view and change the data

We have a 90% chance of closing

the laptop deal with eBooks Inc.
by the end of this month. Potential
revenue is $50,000.

6
 Service Request
Is a request from a customer for information or assistance with a
problem related to products or services purchased from your company
Has the following characteristics
Severity
Priority
Status
Is owned by ONE employee (does not have a team)
Hello! I have a How may I help you?
question regarding my
product order.

7 eBooks, Inc. Your Company, Inc.

 Contact
Is an individual external to your company who is associated with the
business process
Has the following characteristics
Name
E-mail address
Job title
Has an access list, defining who is permitted to view and change the
data
Business Partner
Your Company, Inc. Customer

Business Partner

8
 Activity
Is a specific task or event to be completed
Has the following characteristics
Assigned to a specific employee for completion
Start date and due date
Can be associated with an account, opportunity, service request, and/or
contact
To Do:

1. Schedule team meeting

2. Send literature to eBooks, Inc.

3. Work on proposal

9
 Organization
Is a group of users inside or outside of your company
Inside: Sales, Marketing, Customer Service
Outside: Channel Partners, Customers, Prospects

1
 Common eBusiness Functions
Certain business functions are standard among Siebel eBusiness
applications
Service Request Management Activity Management

Opportunity Management Account Management Contact Management

You will be exposed to these functions while using Siebel Call Center

1
 Summary
This module explained common Siebel eBusiness functions and terms;
you will practice using these in the Siebel Call Center application