Intro To siebel CRM

Siebel Customer Relationship Management (CRM)
Enables you to manage interactions with customers, partners, and employees
Typically deployed as a single application with broad functionality
Supports multiple communication channels
Web and email
Call center
Field service
Uses a single database to:
Allow all users access to the same set of data
Example: The correct customer order status is seen by all relevant users
Ensure changes to data are made once and only once
Example: An address needs to be updated in only one place
Is a packaged application with built-in best practices

Siebel CRM Applications

Are available tailored for:
Different types of customer, partner, or employee interactions and channels (horizontal applications)
Different industries (industry applications)
Examples:
Horizontal applications
Siebel Sales
Siebel Call Center
Siebel Partner Portal
Siebel Remote
Industry applications
Siebel Finance
Siebel Consumer Goods

Types of Siebel Enterprise Applications

Employee applications
Are used by internal employees
Examples include:
Siebel Call Center
Siebel Sales
Customer and partner applications
Are used by customers and partners
Examples include:
Siebel eSales
Siebel Partner Portal


Common Siebel Application Business Entities

Siebel applications use common business entities
A business entity is something of business interest in the real world
Siebel applications refer to these entities as business components
Examples:
Accounts
Contacts
Opportunities
Service requests
Assets

Accounts

Are businesses external to your company
Represent a current or potential client, a business partner, or a competitor
Are associated with a team

Contacts

Are people with whom you do business
Can be public or marked as personal
Are associated with a team (public contacts) or a user (personal contacts)

Opportunity

Are potential revenue-generating events
Have the following characteristics:
A possible association with an account
A probability of completion
A close date
Are associated with a team

Service Requests:
Are requests from customers or prospects for information or assistance with your products or services
Have the following characteristics:
A status
A severity level
A priority level
Are associated with a single owner

Assets:

Are instances of purchased products
Have the following characteristics:
An asset number
A product and part number
A status level