Siebel CRM



 Introduction to Siebel CRM

What is Siebel CRM ?

1 - Siebel Customer Relationship Management (CRM)
Siebel CRM enables you to manage interaction with customers, partners, and employees.Its deployed as a single applicaion with broad functionality which support a multiple communicaton channels like :
- Web and email
- Call Center
- Field Service
Siebel CRM Application uses a single database to manage all the kind of OLTP work like Inserting a Records, Updating a Records, Deleting a Records mean while it also allows different users to access the same set of data.
- Example : The status of Opportunity is same across all the user like manager or the person who has created the opportunity or the opportunity is assigned to some person. This Application also ensure that changes to the data are made once and only once.
- Example : An address needs to be updated in only one place.

Siebel CRM Applications
Siebel CRM Applications are available tailored for different types of customer, partner, or employee interactions and channels
  • Horizontal applications)
  • Industry applications
  • Examples:
    • Horizontal applications
      1. Siebel Sales
      1. Siebel Call Center
      1. Siebel Partner Portal
      1. Siebel Remote
    • Industry applications
o         
      • Industry applications
        1. Siebel Finance
        2. Siebel Consumer Goods
Types of Siebel Enterprise Applications
There are different types of applications are available in siebel crm for internal employees, company partners, company customers, 
2.      Employee Internal Application 
        1. Siebel Call Center
        2. Siebel Sales
3.      Customer and partner applications
        1. Siebel eSales
        2. Siebel Partner Portal
Siebel User Interface (UI) Modes
The Siebel Application User Interface is rendered in one of the two modes.

    - High Interactivity Mode
    - Standard Interactivity Mode

1) High Interactivity Mode
- This mode of UI is for the employee applications which supports high interactive users. It uses additional  code such as ActiveX controls to provide extra functionality like :
    1- User can drop and drop , change width, sorting on the columns
    2- Explorer like hierarchy views
    3- Menu bars and tool bars
    4- Saving the record as user move the cursor from the current record.

High Interactivity works only with Internet Explorer which supports the following version of IE.
    - 4.0
    - 5.0
    - 6.0
1) Standard Interactivity Mode
- This mode of UI is for the customers and employee applications which designed to be less browser dependent. It behave like a typical HTML based web application. It supports wide variety of browsers.

Common Siebel Application Business Entities
Siebel Application has some common business entities defined in the application which help to store the details related to the business activities or represent the information about your business. Business Entity is some thing of business interest in the real world.Business entity may Product, Account,Customers,Sales and so on.
These Business Entities are referred as Business Components in Siebel Application.Some of the Business Component examples are :
- Account, Contact , Opportunity, Service Request, Assets, Products and so on........
1) Accounts : are businesses external to your company which represents a current potential client, a business partner, or a competitor.Accounts are associate with the Account Team in siebel Application.
2) Contact: These are the people whom with you do business. These contact can me marked as public or personal contact they are also also associated with team.
3) Opportunity : Its some thing potential revenue-generating events. It has the following characteristics :
            - A possible association with an account
            - A probability of completion
            - Will have close date.

Introduction to CRM(Customer relationship management)

What is CRM ?

 What does CRM mean to you?
Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.

Benefits of CRM  

The use of a CRM system will confer several advantages to a company:

  • Quality and efficiency
  • Decrease in overall costs
  • Decision support
  • Enterprise agility
  • Customer Attention
CRM Systems
  • Many IT systems have been developed to assist improving the efficiency of CRM, they have been grouped together and are now generically known as CRM software.
  • They range from contact databases to campaign management software.
  • They help get winning strategies for acquiring and retaining customers by leveraging the latest advanced technologies.
  • Refers to a software-based approach to handling customer relationships.
  • Information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.
  • Used to implement CRM goals like- to improve services provided to customers, and to use customer contact information for targeted marketing
  • Software is often necessary to explore the full benefits of a CRM strategy. 
Major Components
  • Sales functionality
    • Account management, Contact management, Opportunity management
  • Sales management functionality
    • Pipeline Analysis, Roll up and drill down reporting
  • Telemarketing/telesales functionality
    • call list assembly, auto dialing, scripting, order taking
  • Time management functionality
·          
    • single user and group calendar/scheduling, email
  • Customer service and support functionality
  • Incident management, problem management, Warranty/contract management
  • Marketing functionality
  • Campaign management, market segmentation, lead management 
  • Executive information functionality
  • extensive and easy-to-use reporting
  • ERP integration functionality
  •  legacy systems, the web, third-party external information
  • Excellent data synchronization functionality
  • mobile synchronization
  • Field service support functionality
  • real time information transfer to field personnel via mobile technologies  
Benefits
  • Increased sales revenues  
  • Increased win rates Increased margins 
  • Improved customer satisfaction ratings 
  • Decreased general sales and marketing administrative costs 
Eight Building blocks of CRM 







*************************************System Administration************************** 


 

Increase User Connection on IIS Server


What is IIS Server ?

It is used to host webpages. When you type www.dotnetfunda.com, IIS is giving you those pages. it serves the pages you requested. So IIS is a webserver because it host and serve webpages.


Different Versions Of IIS Server :


Operating System        IIS Version
Windows Server 2008        IIS 7.0
Windows Vista - Home Premium/ Ultimate        IIS 7.0
Windows Server 2003        IIS 6.0
Windows XP Professional        IIS 5.1
Windows 2000 Server IIS 5.0        IIS 5.0

How to Increase the No Of Connections on IIS Server ?

Answer : Use the following command to increase the by 100 users.

C:\Inetpub\AdminScripts\adsutil   set    w3svc/MaxConnections 40

Setting Local Developer in Siebel



Overview of Steps:
Sr.No
Task
Where To Performed
1
Setting Up Database Users
RDBMS (DBA Part)
2
Creating Positions
Apps – Admin User Screen
3
Associating Responsibilities
Apps – Admin User Screen
4
Setting Up Developers as  Siebel Employees
Apps – Admin User Screen
5
Setting Up Developers as Mobile Web Clients
Apps – Siebel Remote Screen
6
Generating a New Database Template
Apps – Server Config Screen
7
Extracting the Local Database
Apps – Server Config Screen
8
Initializing Each Developer's Local Database
Siebel Tools
9
Performing a Full Get
Siebel Tools
10
Perform a Repository Compilation
Siebel Tools
 
1.Setting Up Database Users
Use the following Script to Create a Database User

 •Microsoft SQL Server Script [ T-SQL ]
      Use master
              go   
             CREATE LOGIN ‘USER_NAME’ WITH password = ‘USER_NAME’,
             CHECK_POLICY = off,     DEFAULT_DATABASE = DATABASE_NAME
             go
             use DATABASE_NAME
             go
             sp_adduser ‘USER_NAME’, ‘USER_NAME’, SSE_ROLE
             go

•Oracle Database Server Script [PL SQL ]

    create user ‘USER_NAME’ identified by ‘USER_NAME’;
    grant sse_role to ‘USER_NAME’;
    alter user ‘USER_NAME’ default tablespace &&siebel_tablespace;
    alter user ‘USER_NAME’ temporary tablespace &&temp_tablespace;



2.Create the Position in Siebel Application


3.Create a New Responsibilities
4.Create a Employee in Siebel & Associate Position & Responsibility
5.Setting Up Developers as Mobile Web Clients
6.Generating a New Database Template
7.Extracting the Local Database
8.Initializing Each Developer's Local Database







9. Performing a Full Get


10. Perform a Repository Compilation





 

 

 

 

Add a New User to Sample Database



Add a New User to Sample Database
1.      Locate the dbisqlc.exe utility under the Siebel Thick Client Installation directory BIN folder.
Browse the Path of Sample Database file.
Login To Sample Database .
Scrip to Execute:
Grant connect to DDEV identified by DDEV
Grant membership in group SSE_ROLE to DDEV

2.      Create the DDEV Employee in the Application.

 3. Now this user can access the Siebel Application and Tools Application. 

Siebel Server Silent Installation

Siebel Server Silent Installation


Today we are going to learn about how to install Siebel server in silent mode.
What all you need to have a Siebel setup ready with you.
Steps

1 - Open the Command prompt and change the location where your Siebel Enterprise Server setup is located.
2 - Launch the Siebel Enterprise Setup in a recorded mode. Entre the following command to store the configuration in .ini file.
3 - Follow the wizard to create a input parameters for Siebel server configuration.
4 - Now check the [E:\TEMP\silentSiebel.ini] file which has all the input arguments selected during the wizard. 
5 - Now this file will be used in the silent installation of Siebel Server. 
6 - Now run the Siebel Enterprise Server Configuration Setup by going to 
            Start – Programs – Siebel Enterprise Server Configuration 8.1 – Siebel Server Configuration  
7 - Configure Product for Offline Deployment Mode. [It creates an XML file at end]. 
8 - Pass the following Parameters during the wizard

Parameter name
Value To be Select or Type
Mode
Configure Product for Offline Deployment Mode
Action
Create New Configuration file
Database Config Info
Next
GNS Server Authentication User Account Name
SADMIN
GNS Server Authentication User Account Password
SADMIN
GNS Host name
Machine Name or IP Address
GNS TCP/IP Port
2320
Siebel Enterprise Name
OUEnt
Siebel Server Name
Machine Name [ Your Wish ]
Siebel Server Description
Describe the Server in words. [Optional]
Enable Component Groups
Call Center or As per your Wish
SC Broker Port
2322
Sync Manager Port
40401
Additional Task
None
Register Oracle ODBC
Not Selected
Clustering Configuration
Not Selected
Siebel Server Services Auto
Not Selected
Final Tasks
Next
Summary View
Next



9 - Save the file into E:\Temp\silent_server.xml
10 - Now edit your silentSiebel.ini file to invoke configuration file just you created. 
11 - Finally invoke the Silent installer by going back to command prompt.
12 - Enter the following command to invoke the installer to run in the console and take the input parameters from silentSiebel.ini file.
    Setup.exe –is:javaconsole  -console  -args  SS_SETUP_INI=E:\TEMP\silentSiebel.ini
13 - It will invoke certain other console windows.
14 - Open the Services window and confirm that your Siebel server services are created successfully. 
15 - Now login in the application through think client And now you are done.






Siebel Service Window Script - Simple



Following Script will start the windows service if the status is stopped.

================================================================

for /F "tokens=3 delims=: " %%H in ('sc query "Windows_Service Name" ^| findstr "        STATE"') do (
  if /I "%%H" NEQ "RUNNING" (
   REM Put your code you want to execute here
   REM For example, the following line
   net start "Windows_Service Name"
  )
)

Comments:

Please change the name of the service as per your services details.
Refer the Image here for Name of the Service : 




 

 

 

 

 

 

 

 

 

 

 

Configure Email Notification about Component Job Fail


Configure Email Notification about Component Job Fail


  • Navigate to Administration - Server Configuration > Enterprises > System Alerts.
  • Select Administrator Email Alerts and select Copy Record from the applet-level menu.
  • Enter the following details as shown in below image.
  • Set the Workflow Process Manager component to use this event notification profile. [Change the Parameter Value: to Profile You Just Created It. 
  •  Parma Name: Notification Handler

  •  Param Name: Notification Action on Task Ex     Value = 1

  • Now create a job for this component without any parameter to generate an error message.




  •  See the Result in Outlook express.
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Siebel Diagnostic Data Collector

1 – Collect the Gateway Server Details with the following Command.
             Note: Ensure that you gateway server is up and running state.
 A.     Open the command prompt and change the working directory.
 %Siebel Installation Dir% Gateway Server Dir / Bin Folder
              B.     Type the following command to run SDDC.
Siebsnap.exe     –g     –u SADMIN     –p SADMIN
                  -g  :   Stand for Gateway Server
                  -u  :    Stand for User ID
                  -p  :    Stand for User Password
Note:  This command will generate the following directory with all the details:  Refer the Image here.





























 2 – Collect the Siebel Server Details with the following Command.
            Note: Ensure that you siebel server is up and running state.
C.     Open the command prompt and change the working directory.
%Siebel Installation Dir% Gateway Server Dir / Bin Folder
            D.     Type the following command to run SDDC.
Siebsnap.exe     –s     –u SADMIN     –p SADMIN
                  -g  :   Stand for Siebel Server
                  -u  :    Stand for User ID
                  -p  :    Stand for User Password
 Note:  This command will generate the following directory with all the details: Refer the Image here.






 3 – Collect the Siebel Web Server Extension Details with the following Command.
            Note: Ensure that you web server is up and running state.
E.      Open the command prompt and change the working directory.
%Siebel Installation Dir% Gateway Server Dir / Bin Folder
            F.      Type the following command to run SDDC.
Siebsnap.exe     –w
                  -g  :   Stand for Siebel Web Server Extension

Note:  This command will generate the following directory with all the details:  Refer the Image here.



Error While Generating a New Database


Error While Generating a New Database

SBL-GDB-00004: Error in Main function.

Error Details:
Executing  “Generate New Database” Job resulted in following error.
SBL-GDB-00004: Error in Main function


Reason:
We increased the log level for Generate New Database Component and analyzed the generated logs. In logs we found the following information

Trace TracingInfo 3 0 2009-04-28 02:37:54 Copying template /siebdir/sieb78/siebsrvr/dbtempl/sse_utf8.dbf
to /siebdir/sieb78/siebsrvr/dbtempl/db42r53.682/sse_utf8.dbf...
GenericLog GenericError 1 0 2009-04-28 02:37:54 Error creating SQL Anywhere database template file (UTLFileCopy szTemplFileName -> szWatcFileName).


Solution:

Further analysis revealed that sse_utf8.dbf file was not present in  /siebsrvr/dbtempl. After going through bookshelf and metalink we came to conclusion that there are two files that should be present in /siebsrvr/dbtempl/ folder

    sse_utf8.dbf
    sse_encr.dbf

We copied these files from other server and exectued “Generate New Database” Job and it ran successfully.

Siebel License Key Update from Back-End



Siebel License Key Update from Back-End

When one needs to insert license key to Siebel CRM server when the Administration-Application option is not available
after logging in as SADMIN/SADMIN, please log into the Microsoft SQL Server Management studio and then type the following DB queries:

use siebeldb

select * from S_REPOSITORY

select * from S_APP_VER

select * from S_APP_KEY

update S_APP_KEY
set APP_KEY = '7207 0105 7880 5783 3210 3318 0417 3444 2103 3197 3818 7591 8759 1870 0187 5916 1241 8744 1873 2187 5918 7591 8759 8726 2180 4221 032'
Where ROW_ID='1-K53'


OR

I went to Administration Application > License Keys and applied the license keys on my local and was successful. I was able to see all the views related to this key.

I have searched in the Support Web and found the resolution for this issue. You can check for the Doc ID 530845.1. This document was previously published as Siebel SR 38-3279920201. Below steps will resolve the issue.

    * Copy the sse_samp.dbf file from \Webclient\Sample\utf8 folder to the \webclient\local folder.
    * You need to change the connect string parameter under [Local] section of CFG file. In my case it was uagent.cfg file. Your original connect string will look similar to string given below

          ConnectString = C:\PROGRA~1\Siebel\7.8\WEBCLI~1\local\sse_data.dbf -q -m -x NONE -gp 4096 -c15p -ch25p

    * Only change the dbf file name to sse_samp.dbf. This way all the attributes related to the local db is available for the Sample db also. The final connect string parameter after editing should as below.

          ConnectString = C:\PROGRA~1\Siebel\7.8\WEBCLI~1\local\sse_samp.dbf -q -m -x NONE -gp 4096 -c15p -ch25p

    * Now log into the dedicated client as Local with Sadmin/sadmin.
    * Apply license key from here as New button is enabled.
    * Log out and move back the sse_samp.dbf file to original Sample\UTF8 folder to continue to work as usual.
    * Change the Local connect string to the original one.
    * Re-log in to the Sample DB to view the new views.

Apart from this way, we can also add license key from Tools or Inserting the key into S_APP_KEY table under the Sample DB using dbisqlc.exe.













How to Do Load Balancing on Siebel Server [Manually]



How to Do Load Balancing on Siebel Server [Manually]

Steps:

1.      Connect to Enterprise using the command prompt.

A. Open CMD and change the path to %Siebel Server Installation Directory%BIN
B. Type the following command to connect to enterprise.

Srvrmgr –g gateway_address  -e enterprisename  -u userid  –p password

Example1 :
Srvrmgr –g R0346  -e OUEnt  -u SADMIN –p SADMIN
           
2.      Generate the load balancing file with the following command.

Generate LbConfig

Note: this command will generate a .txt file with all the enterprise server as virtual servers.

%Siebel Server Installation Directory Path%Admin% lbconfig.txt

3.      Now Lets modify our eapps.cfg file to enable the load balance on the web server. [Remember this is done automatically when apply the logical profile on web server but for learning purpose we are going to do it manually].

    1. Open the eapps.cfg file and change the following values in it.
Look into the following Section: [ConnMgmt]

EnableVirutalHosts =    TRUE
VirtualHostsFile      =  /SiebSrvr/Admin/lbconfig.txt

    1. Locate the following section in eapps.cfg file.
[/callcenter_enu]

    1. Change the following lines:

ConnectString = siebel.TCPIP.None.None://R0346:2321/OUEnt/SSASampleComponent

                        Replace the Server Name and Port with [VirtualServer] word.

  1. Restart your IIS Admin Service and Login into Application.

Create your Own Object Manager



Create your Own Object Manager

Steps:

1. Create a New Component Group with the following Details:

Name
SSA Custom Group
Alias
SSACustomGroup
Description
This component group is created for testing and learning the concept and practice of creating our own object manager in using it through application
Note: This component group does not have any component inside it. But the state of this group is enabled.

2. Now let’s create a component definition to add in this group.
a.      Click the Component Definition tab and query for * Call Center *.
b.      From the Applet Level Menu or Press Ctrl-B to copy this record.
c.       Change the Values from the below table.

Name
SSA Custom Component ObjMgr
Alias
SSACustomComponentObjMgr
Component Group
SSA Custom Group
Description
This is the newly create Object manger.
Note: Component parameters are populated once you step out or save the record.

a.       Activate the component by clicking the Activate Button.
b.      Click back to Component Group tab and Query for SSA Custom Group. Now notice that one component is added in this group.

3. Now let Enable and test this group. All we need to do is that, Edit eapps.cfg file to test the object manager.
a.       Assign the Component group on the server and enable it.
b.      Restart your Siebel Server by going to Services Window.

4. Now lets edit the eapps.cfg to replace the existing object manger with new one which we have just created it.
a. Go to the Installation Directory of Siebel Web Server Extension and Bin directory. Create a backup copy of your eapps.cfg before you start editing it.
Now Search the following String in the file:
            [/callcenter_enu]
c.       Change the connection string parameter with new Object Manager Definition.
[/callcenter_enu]
ConnectString = siebel.TCPIP.None.None://R0346:2321/OUEnt/%Place Comp Name%
d.      Save the file and Restart the IIS admin service.

5. Open internet explorer and type the following url to test it.
http://localhost/callcenter_enu
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