Siebel Communications Guide - Downloads - Oracle

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Overview of Siebel Communications ■ Process of Setting Up an Integration 42 Siebel Communications Guide Version 8.1 Rev. D
3 Accounts in Siebel Communications This chapter defines some basic concepts about accounts. It also provides the procedures for setting up account hierarchies and updating account information. Administrators, such as call center administrators, sales administrators, and sales managers, will benefit from reading this chapter. It describes how your customer service representatives (end users) will enter information into the accounts screens, which form the hub of customer information. After becoming familiar with the end-user procedures, you can customize the software to fit your company’s needs. This chapter includes the following topics: ■ “About Accounts in Siebel Communications” on page 43 ■ “Scenario for Accounts in Siebel Communications” on page 47 ■ “Setting Up External Organizations for Siebel Communications” on page 49 ■ “Creating an Account in Siebel Communications (End User)” on page 50 ■ “Creating an Account Hierarchy in Siebel Communications (End User)” on page 51 ■ “Reviewing an Account Hierarchy in Siebel Communications (End User)” on page 52 ■ “Accessing or Updating Account Information in Siebel Communications (End User)” on page 53 ■ “Monitoring Infrastructure, Equipment, and Usage in Siebel Communications (End User)” on page 54 About Accounts in Siebel Communications An account is any external organization with which your company does business. It negotiates agreements, receives service and bills, and raises trouble tickets. An account is usually the central entity of a Siebel CRM implementation. After adding accounts in Siebel Communications, end users at your company contribute information for tracking customer service, processing requests, viewing agreements, and so on. Account Hierarchy A single account for each customer will probably meet your company’s needs to track the accounts of residential customers. However, for large commercial clients, end users might need to build an account hierarchy. An account hierarchy is a multilevel structure reflecting parent-child relationships within the organization. Within a complex account hierarchy, an account usually represents one of these: ■ A customer, prospective customer, or household Siebel Communications Guide Version 8.1 Rev. D 43
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Page 9 and 10: Updating Collection Actions in Sieb
Page 11 and 12: 1 What’s New in This Release What
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Page 17 and 18: 2 Overview of Siebel Communications
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Page 57 and 58: 4 Profiles in Siebel Communications
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Agreements and Entitlements in Sieb
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7 Premises in Siebel Communications
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Premises in Siebel Communications
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8 Assets in Siebel Communications T
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Assets in Siebel Communications ■
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9 Opportunities in Siebel Communica
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Opportunities in Siebel Communicati
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10 Billing in Siebel Communications
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Billing in Siebel Communications
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11 Work Orders in Siebel Communicat
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Work Orders in Siebel Communication
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Work Orders in Siebel Communication
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12 Service Requests and Trouble Tic
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Service Requests and Trouble Ticket
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13 Credit Management in Siebel Comm
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Credit Management in Siebel Communi
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14 Fraud Management in Siebel Commu
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Fraud Management in Siebel Communic
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Fraud Management in Siebel Communic
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15 Defining Integration Workflows f
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Defining Integration Workflows for
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16 Defining Billing Profile Workflo
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Defining Billing Profile Workflows
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Index A account hierarchy creating
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workflow 232 CMUEventDetailsQueryWF
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integration objects, description 20
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new purchases and 31 viewing event
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