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Oracle's Siebel CRM is market-leading Customer Relationship Management software. Unmatched in functionality and scalability, Siebel enhances a company's sales performance, improves customer satisfaction, and provides a robust Customer Relationship Management system for an organization. Written by Oracle employee and Siebel expert, Alexander Hansal, this book is a complete practical guide to configuring, automating, and extending Siebel CRM applications. You will learn how to configure the Siebel CRM user interface objects as well as the underlying business layer objects by using real-life case study examples. In addition, you will learn to safely configure the Siebel data model. You will learn how the object types in the Siebel Repository are related to each other and how they are organized in different layers. The book then teaches you to configure the Siebel CRM user interface objects such as views and applets as well as the underlying business layer objects by using real-life case-study examples. Always having one eye on performance and upgradeability, you will learn to safely configure the Siebel data model. Understanding and using the Siebel event framework for automation is also a key focus area of the book. You will gain a thorough and solid understanding of integration objects to support EAI interfaces. Chapters on Siebel Workflow, Task UI, and scripting prepare you for the most complex automation requirements and ensure that you hit the road running on your first Siebel implementation projects. If you already consider yourself an experienced Siebel consultant, be prepared for some unprecedented insights and pro tips. What you will learn from this book : Understand object types and their relationships in the Siebel Repository Learn how to use Siebel Tools Create symbolic strings to support multi-lingual applications Configure business components, joins, and fields Configure static and dynamic pick lists Create multi-value fields Configure access control Implement user properties to control special behavior Create drill-downs and applet toggles to support navigation Configure menu items and buttons using the Siebel event framework Use preconfigured business services Support EAI interfaces and reports with integration objects and EAI Siebel Adapter Automate business processes with Siebel Workflow Support process-based navigation with Siebel Task UI Extend the Siebel business logic with scripting Migrate configuration changes between environments with Application Deployment Approach This book uses a real-life case study to provide easy-to-follow examples that are radically practical and can be easily adapted to similar situations in Siebel CRM implementation projects. The book ensures that you know what you are doing and why you are doing it by providing useful insight along with detailed practical instructions. It contains a multitude of explanatory tables, screenshots, and precise diagrams to illustrate the topics. When you have finished the book you will feel prepared to participate in Siebel CRM implementation projects. In addition you will be able to teach the "old dogs" some new tricks. Who this book is written for This book is written for developers who want to develop their Siebel Tools skill set. While the book is intended for beginners, even experienced developers will benefit from the topics presented in this book. Preliminary exposure to or training on technical Siebel topics would be beneficial but is not mandatory before you start reading this book. About the Author Alexander Hansal has worked as an IT professional in small, medium, and global corporations. Since 2001, Alexander works as a technical instructor and consultant for Siebel CRM and Oracle Business Intelligence in Europe. He enjoys teaching, and shares his knowledge and expertise in his classes at Oracle University and in his weblog, http://siebel-essentials.blogspot.com. Table of Contents Preface Chapter 1: Siebel Tools and the Siebel Repository Siebel Tools user interface Title bar Menu bar Toolbar Docking windows Editors Status bar Navigating in Siebel Tools Siebel Repository metadata The data layer Tables and columns Interface tables Indexes Object type relationships in the Siebel data layer The business layer Business components, joins, and fields Links Business objects Relationships of business layer and data layer objects The presentation layer Applets and controls Views Screens Applications Menus and toolbars Relationships of presentation layer and business layer objects The integration layer Internal integration objects External integration objects The automation layer Business services Workflow processes Tasks Commands The logical architecture of Siebel applications Other object types Summary Chapter 2: Developer Tasks Initializing the local database Establishing network connectivity Verifying settings in the client configuration files Downloading and initializing the local database Getting object definitions from the server database Projects and objects Siebel Tools Options The development process Checking out Creating or modifying object definitions New Object Wizards Creating new records Copying existing object definitions Creating a new version of existing object definitions Modification techniques Validating object definitions Compiling object definitions Testing and debugging Checking in Local locking and prototyping Archiving object definitions Importing archived object definitions Comparing object definitions Searching the Siebel Repository Integrating external source control systems Automating developer tasks using command line options Keeping the upgrade in mind Summary Chapter 3: Case Study Introduction Background of All Hardware (AHA) Description of AHA's business processes Sales-Update Customer Sales-Retail Order Marketing-Campaign Tracking Requirements for AHA Sales-Update Customer Sales-Retail Order Summary Chapter 4: Symbolic Strings Understanding symbolic strings Creating and using symbolic strings Creating symbolic strings manually Associating symbolic strings with objects Using batch scripts to create symbolic strings automatically Using strconv.bat to generate symbolic strings Using strcons.bat to consolidate duplicate symbolic strings Using message categories Localizing Siebel applications Summary Chapter 5: Creating and Configuring Applets Understanding applets and web templates Applet web templates Applet web template types Creating and modifying form applets Case study example: Creating a form applet Copying an existing applet Changing caption text using symbolic strings Changing the association to a business component field Deleting existing controls Moving an existing control to a different location Creating new controls Creating new form sections Formatting and aligning multiple controls Setting the tab order Copying controls from other applets using the compare objects window Adding a show more/show less button Setting controls to only appear in "more" mode Adding standard buttons Displaying data in the applet title Setting applet properties for data operations Compiling the new applet Creating and modifying list applets Case study example: Creating a list applet Creating a new list applet using the Siebel Tools new object wizard Editing the base layout template Editing the query layout template Other applet types Configuring chart applets Configuring tree applets Configuring pick applets Configuring multi-value-group (MVG) and associate applets Summary Chapter 6: Views and Screens Understanding views and screens Understanding views Understanding screens View web templates Creating and modifying views Case study example: Creating a new view Creating a view using the new view wizard Modifying a view in the view web layout editor Adding applets to a view in the view web layout editor Setting the applet mode property Setting the thread bar properties of a view Adding a view to a screen Registering a new view Testing a new view Summary Chapter 7: Business Components and Fields Understanding business components Visualizing business component definitions Business components and SQL Creating joins and fields Case study example: Displaying data from joined tables Case study example: Creating a join Case study example: Creating single value fields Case study example: Creating calculated fields Case study example: Exposing a new field in an applet Controlling field level behavior Case study example: Field properties Creating translatable validation messages Implementing field validation Case study example: Creating a required field The Siebel Query Language Syntax for pre and post-default values Using the Siebel Query Language Controlling business component behavior Case study example: Business component properties Summary Chapter 8: The Data Layer Understanding tables, columns, and indexes Understanding table types Understanding columns System columns Understanding indexes Understanding user keys Creating table reports Considerations for custom schema changes Using preconfigured extension tables Using 1:1 extension tables Case study example: Creating a new field based on an existing 1:1 extension table column Using 1:M extension tables Creating custom columns Creating custom indexes Creating custom tables Case study example: Creating a custom standalone table Applying schema changes to local and server databases Using the Siebel Tools "Apply" feature Verifying the application of local database changes Using the synchronize schema definition process Summary Chapter 9: Business Objects and Links Understanding business objects and links Link object definitions Creating a child business component on a 1:M extension table Case study example: Creating a custom child business component Case study example: Creating child business components on a standalone table Case study example: Creating links Case study example: Configuring business objects Summary Chapter 10: Pick Lists Understanding pick lists Static pick lists The pick list object type Pick maps Dynamic pick lists Repository object types for pick lists Case study example: Creating a new static pick list for an existing field Verifying object definitions created by the pick list wizard Administering the list of values table Case study example: Creating dynamic pick lists Case study example: Reusing existing pick lists Case study example: Creating pick applets Case study example: Testing pick list configurations Constrained and hierarchical pick lists Exploring a constrained dynamic pick list Exploring hierarchical static pick lists Summary Chapter 11: Multi Value Fields Understanding multi value fields The "Primary" concept Repository object types behind multi value fields Multi value link Multi value field Multi value group (MVG) and association list applets Relationships between repository objects for multi value fields Case study example: Creating multi value fields Creating a new intersection table Creating a new M:M link Creating multi value fields using the MVG wizard Case study example: Creating multi value group (MVG) and association list applets Creating association list applets Creating MVG controls Summary Chapter 12: Configuring Access Control Understanding Siebel access control View properties for access control Business component view modes Repository object definitions for access control Configuring view properties for Siebel access control Case study example Registering the new view Defining business component view modes Testing the access control configuration Configuring additional object types for access control Visibility settings for pick list object definitions Visibility settings for link object definitions Visibility settings for drilldown object definitions Summary Chapter 13: User Properties Understanding user properties Multi-instance user properties Business component and field user properties Named method user property Case study example: Using the On Field Update Set user property Field user properties Applet, control, and list column user properties Control user properties List column user properties View user properties Summary Chapter 14: Configuring Navigation Understanding drilldown objects Creating static drilldowns Case study example: Static drilldown from list applet Creating drilldown hyperlinks on form applets Creating dynamic drilldowns Case study example: Dynamic drilldown destinations for a list applet Configuring the thread bar Case study example: Configuring the thread bar Configuring toggle applets Manual applet toggle Dynamic applet toggle Summary Chapter 15: Customizing the Look and Feel of Siebel Applications Understanding Siebel web templates Web template definitions Considerations for customizing the look and feel of Siebel applications Using an external text editor for web template customization Customizing pre-built web templates Creating custom web templates Registering a custom web template file Customizing web pages Customizing style sheets Configuring bitmaps and icon maps Case study example: using an icon map Case study example: replacing the application logo Summary Chapter 16: Menus and Buttons Understanding the Siebel event framework Event handling in Siebel applications Controlling method invocation Creating applet buttons Case study example: Creating a custom applet button that invokes a workflow process Configuring command objects Accelerators Case study example: Creating a command with an accelerator Case study example: Configuring application menu items Case study example: Configuring toolbar buttons Case study example: Configuring applet menu items Summary Chapter 17: Business Services Understanding business services Invoking business service methods Preconfigured business services Testing business services Case study example: Invoking a business service method from a runtime event Runtime events Summary Chapter 18: Supporting Integration Interfaces Understanding integration objects Structure of integration objects Internal and external integration objects Integration component keys Creating internal integration objects Case study example: Creating an internal integration object Deactivating unneeded integration component fields Defining integration component keys Testing integration objects Advanced settings for integration objects Summary Chapter 19: Siebel Workflow Understanding Siebel Workflow Siebel Workflow step types Workflow process properties Designing and creating workflow processes The workflow process editor Case study example: Creating integration objects Case study example: Creating a data map Case study example: Creating a workflow process with business service steps Simulating and testing workflow processes Publishing, activating, and managing workflow processes Case study example: Publishing and activating a workflow process Managing workflow processes Viewing workflow process instance data Invoking workflow processes Case study example: Defining runtime events Case study example: Decision steps and Siebel operations Understanding decision point steps Understanding Siebel Operation steps Case study example: Replacing applets on the AHA Customer Process Start View Summary Chapter 20: Advanced Siebel Workflow Topics Exception handling in workflow processes Using error exception connectors Using stop steps Case study example: Creating an error exception with a stop step Using error processes Subprocesses Loops and iterations Case study example: iterations on a child record set Advanced workflow techniques Workflow Utilities SIA BC Utility Service PRM ANI Utility Service EAI XML Write to File EAI File Transport Case study example: Using dot notation to access hierarchical data Summary Chapter 21: Siebel Task User Interface Understanding the Siebel Task UI Tasks and related repository objects Case study example: Supporting a business process with Task UI Creating task applets and task views Preparation steps New business component field: AHA always generate quote flag New applet: AHA simple quote form applet New applet: AHA simple order form applet New transient business component: AHA partner query TBC New task applet: AHA partner query task applet New task view: AHA partner query task view New task view: AHA create account task view New task view: AHA create quote task view New task view: AHA create order task view Creating tasks Creating the task flow layout Configuring task view steps Configuring business service steps Configuring Siebel Operation steps Configuring decision steps and branches Creating and using task groups Publishing, activating, and administering tasks Testing and debugging tasks Using applet messages Summary Chapter 22: Extending Siebel CRM Functionality with eScript Introduction to Siebel scripting Server and browser scripts Application event handlers Applet event handlers Business component event handlers Business service event handlers The script editor The script debugger The script performance profiler The Siebel eScript language Variable declaration and initialization Comments Blocks and functions Exception handling Cleaning up Siebel object interfaces Application object methods Applet object methods Business component methods Business object methods Business service object methods Property set object methods When to use Siebel scripting Creating a custom business service Case study example: Retrieve person information with eScript Creating a business service definition Creating custom functions Detailed discussion of the example code Variable declarations Executing a query Verifying the query result Reading values from business component fields Handling exceptions Cleaning up Declaring business service methods and arguments Testing and debugging scripts Compiling the object definition Setting breakpoints Running the Siebel application in debug mode Invoking the script code from the application Correcting code errors during debugging Summary Chapter 23: Advanced Scripting Techniques Browser scripting Preparing Siebel Tools for browser scripting Writing browser script Browser script example Monitoring changes on a specific field Exception handling Variable declaration Performing date calculations Changing control properties Displaying a confirmation dialog to the end user Interpreting the end user response Displaying error messages Continuing or canceling the flow of operation Testing and debugging browser scripts Extracting browser scripts using the genbscript utility Using translatable messages Invoking business service methods from server and browser script Tracing Considerations for script tracing Performance profiling Summary Chapter 24: Deploying Configuration Changes between Environments Repository migration Exporting and importing repository data Exporting and importing selected repository objects Exporting and importing administrative data Application Deployment Manager (ADM) overview Summary Appendix A: Installing a Siebel CRM Self-Study Environment Hardware requirements Third-party software requirements Downloading and extracting Siebel CRM software installers Registering at Oracle E-Delivery Understanding the license agreement Downloading the installation archives Extracting the installation archives Downloading Oracle Siebel documentation Extracting the Siebel installers Adjusting the browser security settings Installing Siebel CRM client software Installing the Siebel Mobile Web Client Installing the Siebel sample database Installing Siebel Tools Configuring Siebel Tools to connect to the sample database Using the Demo Users Reference Appendix B: Importing Code Files Importing Siebel Tools archive files (SIF) Importing administrative data files Appendix C: More Information Getting trained Finding information The Siebel Bookshelf Oracle forums My Oracle Support The Internet community Index