S IEBEL S YSTEMS, I NC. Siebel CRM, Professional Edition Modules Overview Updated: December 2004
Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404 Copyright 2004 Siebel Systems, Inc. All rights reserved. Printed in the United States of America No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photographic, magnetic, or other record, without the prior agreement and written permission of Siebel Systems, Inc. The full text search capabilities of Siebel ebusiness Applications include technology used under license from Fulcrum Technologies, Inc. and are the copyright of Fulcrum Technologies, Inc. and/or its licensors. Siebel, the Siebel logo, TrickleSync, TSQ, Universal Agent, and other Siebel product names referenced herein are trademarks of Siebel Systems, Inc., and may be registered in certain jurisdictions. Other product names, designations, logos, and symbols may be trademarks or registered trademarks of their respective owners. U.S. GOVERNMENT RESTRICTED RIGHTS. Programs, Ancillary Programs and Documentation, delivered subject to the Department of Defense Federal Acquisition Regulation Supplement, are commercial computer software as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software Documentation, and as such, any use, duplication and disclosure of the Programs, Ancillary Programs and Documentation shall be subject to the restrictions contained in the applicable Siebel license agreement. All other use, duplication and disclosure of the Programs, Ancillary Programs and Documentation by the U.S. Government shall be subject to the applicable Siebel license agreement and the restrictions contained in subsection (c) of FAR 52.227-19, Commercial Computer Software - Restricted Rights (June 1987), or FAR 52.227-14, Rights in Data General, including Alternate III (June 1987), as applicable. Contractor/licensor is Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404. Page 2
Table of Contents Employee Applications - Siebel CRM Professional Edition...4 Base Applications...4 Developer Options...4 General Options...5 Customer & Partner Applications - Siebel CRM Professional Edition...10 Page 3
Employee Applications - Siebel CRM Professional Edition Base Applications Siebel CRM Sales, Professional Edition Siebel CRM Sales, Professional Edition enables small and midsized companies to grow revenues more quickly, predictably and profitably by providing a focus on the right deals at the right time. Organizations using Siebel CRM Sales, Professional Edition achieve unparalleled visibility into the sales pipeline enabling sales professionals to see the big opportunities. Additionally, contact and opportunity management within Siebel CRM Sales, Professional Edition enables sales professionals to find the right piece of information that is most relevant to the sales situation. Siebel CRM Marketing, Professional Edition Siebel CRM Marketing, Professional Edition provides the campaign management, customer management and marketing communications functionality that small and midsized businesses need to promote and market their products and services. Users can design and manage outbound campaigns through direct sales, call centers, and channel partners. Siebel CRM Service, Professional Edition Siebel CRM Service, Professional Edition enables service agents of small and midsized companies to solve customer problems in a highly efficient and effective manner. Complete customer service is made possible with integrated account and contact management. Powerful workflow technology helps managers track and improve service performance trends, resulting in greater customer satisfaction and loyalty. Siebel CRM Call Center, Professional Edition Siebel CRM Call Center, Professional Edition provides the functions of Siebel CRM Sales, Professional Edition and Siebel CRM Service, Professional Edition in a single application, so agents can provide both sales and service assistance to customers across multiple channels from within their contact centers. Developer Options Siebel Tools, Professional Edition Siebel Tools Complete, Professional Edition provides rich out-of-the-box functionality to design, configure, maintain and upgrade Siebel applications. Siebel Tools Complete, Professional Edition is a pre-packaged bundle of all development options available for Siebel CRM, Professional Edition --Siebel Tools, Professional Edition; Siebel Interface Programming; Siebel Scripting, Siebel Reports Designer and Siebel Reports Designer Professional. Siebel Tools, Complete Professional Edition Siebel Tools Complete, Professional Edition provides rich out-of-the-box functionality to design, configure, maintain and upgrade Siebel applications. Siebel Tools Complete, Professional Edition is a pre-packaged bundle that includes all the functionality of Siebel Tools, Professional Edition (see the previous entry). Additionally, Siebel Tools Complete, Professional Edition, provides added development capabilities to extend Siebel application s data model with Siebel Database Extension Designer and Siebel Advanced Database Extensibility. Page 4
General Options Siebel Assets, Professional Edition Siebel Asset Management allows organizations to seamlessly track and manage assets across their customers installed base and its service inventory locations. It provides a central location for automating the collection of data from assets. Siebel Barcode Siebel Barcode enables commercially available barcode scanners to be used within the Siebel Service application. Using Siebel Barcode functionality, businesses can automate record retrieval, insert and update based on user-defined barcode mapping parameters. In doing so, businesses can significantly boost productivity while reducing data entry errors. Requires Field Service Option. Siebel CTI Siebel CTI provides integrated inbound, outbound, and transfer call routing based on comprehensive information about the customer, agent, channels, and service level agreements, ensuring optimal productivity for each customer interaction. Siebel CTI helps decrease call times and improve customer intimacy. It supports off-the-shelf integration with popular CTI middleware providers to provide integrated call handling, call tracking, and automated screen pop capabilities with a broad variety of Automated Call Distributors (ACDs). Siebel Calendar and Activities Siebel Calendar and Activity Management enables users to enter and track activities that are, account-specific, contact-specific, or personal. Activities range from inbound/outbound phone calls and meetings to emails, and personal to do items. The ability to communicate via a central repository eliminates redundant activities, thereby shortening turnaround times and improving customer satisfaction. Users also can assign activities to other users of the system, record activities in their calendar on the appropriate times and dates, set alarms and reminders of key activities, and schedule repeating activities at regular intervals. Siebel Campaigns Siebel Campaigns enables marketing professionals to define and manage simple marketing campaigns across direct sales, call centers, and channel partners. Siebel Campaigns provides list management capabilities to define internal target lists of contacts and load lists from external files into the Siebel database from purchased lists or from Dun & Bradstreet data. Siebel Campaigns' response management enables marketers to track customer responses and evaluate campaign effectiveness. It also includes prospect management and promotion of prospects. Siebel Change Management (formerly Siebel Projects) Siebel Change Management is a shared company workspace allowing all employees within a corporation to organize, coordinate and manage all their formal and ad-hoc project assignments. Its closed-loop system empowers employees to work together to create, appropriately staff, manage, re-calibrate and ultimately achieve overall project objectives. Siebel Projects enhances productivity while lowering costs by centralizing key change management information. Siebel Content Center, Professional Edition Siebel Content Center enables content authors, editors, and administrators to create and manage documents over time, including content projects, categorization, version control, check-in/check-out, and approval workflow. Siebel Content Center allows users to create and manage authored content, which includes items such as price lists, service solutions, and static Web site content, for Siebel ebusiness Applications. Siebel Contracts Siebel Contracts allows sales and service representatives to ensure that customers receive the proper level of support based on service level agreements and other contractual obligations. Siebel Contracts tracks details for both sales contracts and service agreements. Page 5
Siebel Correspondence Siebel Correspondence automates the process of sending correspondence, letters, customer satisfaction surveys, and literature to customers. The correspondence system includes complete integration with Microsoft Word, pre-built correspondence templates, personal correspondence templates, and automatic mail-merge capabilities. Siebel CRM Marketing Automation Option Siebel CRM Sales Option allows non-marketing seats to access all the functionality available in the Professional Edition Marketing base seat less e-mail marketing functionality. Siebel CRM Sales Option Siebel CRM Sales Option allows non-sales seats to access all the functionality available in the Professional Edition Sales base seat. Siebel CRM Service Option Siebel CRM Service Option allows non-sales seats to access all the functionality available in the Professional Edition Service base seat. Siebel Customer Service Information for Sales The Siebel Customer Service Integration Option offers Sales Users the ability to track and manage the customer life cycle by providing a summary of critical post-sale information on Service Requests and Assets. No matter what stage of the sales cycle, a Sales Professional is provided with all the relevant information needed to provide true 100% customer satisfaction; anywhere, anytime, and in any language. Siebel Data Quality Siebel Data Quality addresses an organization s need for real time and batch mode data quality processing. It helps organizations ensure accurate, consistent and consolidated customer information. As a result organizations can obtain a consistent single view of the customer, reduce operational costs and increase the return on investment in Siebel ebusiness Applications. Siebel Dun & Bradstreet Integration Solution The Siebel Dun &Bradstreet Integration Solution enables customers to access Dun &Bradstreet s marketing data - covering more than 31 million organizations around the world - and Business and Credit Reports from within Siebel ebusiness Applications. The Siebel Dun &Bradstreet Integration Solution provides the ability to create targeted marketing lists, supplies corporate linkage information and provides online access to selected Dun &Bradstreet reports. Siebel Email Marketing, Professional Edition Siebel Email Marketing Professional Edition is a flexible, easy to use, permission-based email marketing and alerting solution for organizations that seek an email marketing solution. Siebel Email Marketing Professional Edition allows organizations to create, send, and analyze personalized, permission based email marketing campaigns. Siebel Email Response Siebel Email Response is the market s leading email response management system, which enables companies to respond to high volumes of emails quickly and professionally, ensuring they provide superior customer service. This highly scalable application lowers costs, automatically responds to selected customer inquiries without agent intervention, and provides easy to administer routing and queuing rules that send email messages and suggest responses to the most appropriate agent. Siebel Encyclopedia, Professional Edition Siebel Encyclopedia, Professional Edition is a multimedia and Web-enabled repository of all company marketing materials that a sales professional needs. It includes rich details on pricing, discounts, competitors, and company products. Page 6
Siebel Events Manager Siebel Events is a comprehensive solution that facilitates the management of events throughout their life cycles, from planning and registration to execution and analysis. By seamlessly integrating advanced management capabilities with Siebel ebusiness Applications, Siebel Events allows organizations to increase their return on investment for event-based marketing while guaranteeing events that support and build brand equity. Siebel Field Service Siebel Field Service allows teams of customer service, field service, sales, and marketing professionals to ensure complete customer satisfaction by providing closed-loop problem resolution and field activities management capabilities. Fully optimized field service processes provide critical, updated information and the necessary tools to handle any field service situation. Siebel Forecasting Siebel Forecasting enables precise revenue management across the organization s channels, partners, and business units by linking revenue estimates to the qualitative deal information that today s managers deem so crucial for understanding the reliability of a forecast. Siebel Handheld for Windows Siebel Handheld for Windows includes both Siebel Sales Handheld and Siebel Service Handheld. Siebel Sales and Service Handheld 7.7 for Windows offers the rich functionality of Siebel ebusiness Applications, coupled with the convenience and simplicity of Microsoft Windows TM handheld devices. This product gives sales and service professionals immediate access to critical data anytime and anywhere as their business demands. As a key element of a multi-platform Siebel ebusiness Applications deployment, Siebel Sales Handheld helps sales and service organizations achieve the goal of seamless customer service and support. Siebel Householding, Professional Edition Siebel Householding allows an organization to address the complexity of dynamic households by tracking all household information through the appropriate primary household contact. The households screen displays information about customer households and provides valuable summary information on the household as a whole, as well as information about the household member contacts. Siebel Incentive Compensation Siebel Incentive Compensation automates compensation management and improves the accuracy of compensation programs. It achieves this through easy plan creation, flexible performance measures, and complete tracking and reporting. Siebel Logistics Manager Siebel Logistics Manager builds on Siebel Field Service by providing powerful and configurable engines that leverage inventory information to automate the field service business. The fulfillment engine analyzes orders and allocates parts for each line item. It then automatically generates pick tickets and processes them, optimizing the movement of parts from supply depots to the customer site. The replenishment engine generates replenishment orders based on stock levels at each location. The cycle counting engine generates cycle counts based on cycle counting requirements specified by a Logistics Manager. Both ABC- and XYZ-based cycle counting methods are supported. Siebel Logistics Manager reduces overstocking and parts-delayed service corrections. Logistics Managers within the service organization define their critical thresholds on desired parts quantities across various product classifications, and the Siebel Professional Edition solution then monitors stock and issues replenishment orders as required. Requires Field Service Option. Siebel Message Broadcasting and Alerts Siebel Message Broadcasting provides a platform for administrators to send important information directly to users' screens. Typically, this information is time-critical, such as a due date, or it is updated frequently, such as a call queue's status. Message broadcasts can be delivered across the bottom of a user's screen, visible at all times, and/or displayed in a dialog box in the middle of a user's screen. Page 7
Siebel Partner Manager, Professional Edition Siebel Partner Manager Professional Edition enables employee users to manage channel and alliance partners as extended sales, marketing and service teams. Partner Manager includes specific partner management functionality such as Partner Administration, and administration of Market Development Funds Siebel Preventative Maintenance Siebel Preventive Maintenance manages and automates complex preventive maintenance plans, helping companies close the loop on providing proactive service to their customers. Specific assets can be associated to a preventive maintenance plan and each plan details the different Siebel Preventive Maintenance activities and their schedule, either time-based or meter-based. New service requests can also be created when a specific asset's measurement exceeds a predefined acceptable range or when service call frequency exceeds predetermined limits, both of which usually indicate maintenance is required. A powerful server creates future Siebel Preventive Maintenance activities for each asset based on plan definition, helping efficiently automate the complete preventive maintenance process. New service offerings and contracts are typically sold around preventive maintenance services. Requires Field Service Option. Siebel Proposals & Presentations Siebel Proposals & Presentations allows the user to automatically generate a standard proposal or presentation customized with data from a particular sales opportunity or account. For example, a standard sales presentation might be automatically customized to include specific references to a prospective customer s industry, competitors and decision issues. This powerful module allows companies to standardize the documents that they exchange with their customers and it allows users to save time and improve the accuracy of the materials that they generate. Siebel Quality Management Siebel Quality Management enables service organizations to capture change requests across multiple channels and manage all aspects of the quality engineering process. Using Siebel Quality Management, service teams can define activity plans and assign related activities to the appropriate engineer with the skills and availability to resolve them. Additionally, users can relate a change request to a service request so that customers are kept abreast of the status of issues that the have submitted for review. Siebel Quotes and Orders, Professional Edition Siebel Quotes and Orders Professional Edition enables employees to generate a correct quote and order every time, regardless of the complexity of the products and services being sold. Users can quickly prepare accurate quotes and orders for presentation to a customer in order to move opportunities through the pipeline efficiently. Siebel References Siebel References allows companies to catalog company references used for the purposes of developing product or service reference programs. Additionally, this module allows companies to develop incentive programs based on reference member activities and then monitor reference member performance relative to these programs. Siebel Repair Siebel Repair allows companies to track defective material repairs throughout the entire process, from receiving the part to turning it back into good inventory or shipping it back to the customer. All depot repair activities, parts consumption, time spent, steps involved, and transfer between repair stations are tracked throughout the process. The full history of repair activities is tracked for each asset to ensure that everyone in the organization understands the history of each asset. Repairs are tracked consistently throughout the process, for internal repair as well as outsourced repair handled by third-party repair providers. Requires Field Service Option. Page 8
Siebel Sales and Service Assistants Siebel Sales and Service Assistants allow companies to develop templates comprised of sets of predefined activities. These templates can be used by employees to accomplish specific objectives such as closed a sales opportunity or addressing a customer service issue. The Sales and Service Assistants are powerful tools that allow organizations to drive best practices through their organization and ensure that employees are using a common methodology as they interact with customers, partners and fellow employees. Siebel Scheduling Siebel Scheduler provides functionality to allow the automatic assignment of field resources to a problem based on priority, region, location, parts, skills and availability. Siebel Scheduling includes an Appointment Booking system and a rules-based Optimization system. Field Service is required in order to be able to administer Siebel Scheduling Siebel SmartScript SmartScript enforces the business processes of the enterprise by means of a script that the call center agent or customer must follow. The script guides the agent or customer through each step of the appropriate business process, typically by providing a sequence of questions. SmartScript selects the appropriate branch of questions as needed. Branching activity is based on the answers and responses selected by the customer or prospect. Siebel Solutions Siebel Solutions allows companies to archive and catalog the reference documents that are most commonly used by customer service representatives to address and resolve customer inquiries and support issues. Siebel Target Account Selling (TAS) Siebel Target Account Selling software provides full support for the Target Account Selling (TAS) sales methodology from Siebel MultiChannel Services. TAS is a best practice for opportunity management. Sales professionals can reinforce and efficiently utilize the TAS training curriculum by using the Siebel Target Account Selling software tool. Siebel Time and Expense Reporting Siebel Time and Expense Reporting helps consultants, project managers, field service and call center representatives capture, report and manage all of their billable time and expenses on the projects, accounts or opportunities they work. Siebel Wireless Siebel Wireless helps sales and service professionals increase their productivity and effectiveness by wirelessly accessing information while away from the office. Sales and service professionals can use Siebel Sales Wireless to perform tasks such as updating sales opportunities, searching for and reviewing account and activity information, accessing calendar and contact details, and examining service requests. Siebel Wireless offers seamless integration into the Siebel architecture and supports WML and HTML browsers running on a variety of wireless-enabled devices. Siebel Wireless Messaging Siebel Wireless Messaging enables two-way wireless messaging to and from the mobile phones, wireless pagers, and other wireless devices of employees, partners, and customers. Siebel Wireless Messaging supports a variety of wireless message types, including SMS, SMTP email, and TAP (Telocator Alphanumeric Protocol). Outbound wireless messages may be sent from Siebel manually or automatically using Siebel Business Process Designer, and the contents of inbound acknowledgement messages may be used to update the Siebel database automatically. Page 9
Customer & Partner Applications - Siebel CRM Professional Edition Siebel ecustomer Siebel ecustomer is a complete customer solution that combines the capabilities of Siebel emarketing, Siebel esales, and Siebel eservice. Supporting the entire customer lifecycle online, from customer acquisition to customer engagement and sales to enabling customer self-service, Siebel ecustomer is the only solution for delivering web-based marketing, sales, and service capabilities in an integrated multichannel environment. Organizations can use Siebel ecustomer to rapidly establish a compelling online presence that leverages a consolidated repository of customer information that extends the capabilities of existing marketing, sales, and service solutions across all customer touch points. Siebel esales Siebel esales is a comprehensive out-of-the-box application for selling over the Web, which complements and extends existing sales channels so that companies can present a single face to their customers across the entire organization while gaining a unified view of their customer s activities. Siebel eservice Siebel eservice provides a complete Web service portal solution allowing users to easily receive self-service and assisted-service. With Siebel eservice, customers can resolve problems using a full suite of tools. Siebel Web Marketing (formerly known as emarketing) Siebel Web Marketing enables organizations to deliver highly personalized Web offers and dynamic Web surveys that are fully synchronized with marketing efforts across other channels. Siebel Web Marketing Web pages provide a destination for customers to access personalized Web offers, view recommended products and featured Web offers, download product and other general information, complete interactive Web surveys, and complete and submit Web response forms (e.g. request a call back, request unsubscribe). Siebel Events Siebel Events is a comprehensive solution that facilitates the management of events throughout their life cycles, from planning and registration to execution and analysis. By seamlessly integrating advanced management capabilities with Siebel ebusiness Applications, Siebel Events allows organizations to increase their return on investment for event-based marketing while guaranteeing events that support and build brand equity. Siebel Advanced Search for Customers Siebel Advanced Search enhances the ability of agents and customers to easily locate information from the corporate knowledge base. Using Siebel Advanced Search enhances the base Siebel Search capabilities by locating documents using such advanced capabilities as word stemming and fuzzy searching. Siebel Reports for Customers The Siebel Reports Server allows users, and customers to schedule, run in batch and interactive modes, and distribute reports using an easy to use and intuitive user interface. They may also share the reports within the organization and with external organizations. Siebel SmartScript for Customers Siebel SmartScript provides partner sales and service agents with diagnostic and troubleshooting instructions - a series of questions, which dynamically change, based on the answers to previous questions. Siebel SmartScript is primarily used for troubleshooting and diagnostics. Siebel SmartScript is configured with an out of the box, easy flowchart designer interface. Page 10
Siebel Partner Commerce Commerce add-on to Siebel Partner Portal enables partners to access critical information and tools to transact business with the brand owner (vendor) and common customers. Users are partner, reseller, dealer, distributor, broker, reseller or OEM employees. The Partner Commerce add-on module provides rich online commerce capabilities to partners, including product catalog, shopping cart, quotes and orders. Siebel Advanced Search for Partners Siebel Advanced Search enhances the ability of agents and partners to easily locate information from the corporate knowledge base. Using Siebel Advanced Search enhances the base Siebel Search capabilities by locating documents using such advanced capabilities as word stemming and fuzzy searching. Siebel Campaigns for Partners (also known as Siebel Partner Advanced Marketing) Siebel Campaigns for Partners is designed specifically to meet the needs of partners who need to execute marketing campaigns collaboratively with the brand owner and to empower partners to design and run their own campaigns, independently of the brand owner. Siebel Campaigns for Partners provides partners with the ability to execute marketing campaigns set up by the brand owner through the Partner Portal in a collaborative fashion. The brand owner assigns campaign contacts to partners based on criteria such as the partner s geographic location or the partners product expertise, etc. Partners can add/remove their own contacts from the campaign. Partners can execute the campaign through the Partner Portal using tools provided by the brand owner, such as SmartScripts to guide them through the interactions with the end customer. Siebel Incentive Compensation and Management for Partners Siebel Incentive Compensation for partners enables partners to view compensation plan designs, track plans, view quota allocation and sales credit assignments, calculate quota achievement and compensation, and view payout reports. The Incentive Compensation application automatically calculates the compensation due to each partner user based on revenue, percentage of Quota, MBO objectives, customer satisfaction, margin, etc. Siebel Reports for Partners The Siebel Reports Server allows users, and partners to schedule, run in batch and interactive modes, and distribute reports using an easy to use and intuitive user interface. They may also share the reports within the organization and with external organizations. Siebel Field Service for Partners Siebel Field Service allows teams of customer service, field service, sales, and marketing professionals to ensure complete customer satisfaction by providing closed-loop problem resolution and field activities management capabilities. Siebel Field Service includes Service Request Management, Account Management, Asset and Configuration Tracking, Contact Management, Activity Tracking, Field Engineers and Field Engineer Activities Management, Service Parts Definition, Message Broadcasting, Solution Management, and Orders, RMA/Returns, Inventory, Global Time Zone and Audit Trail functionality. Siebel SmartScript for Partners Siebel SmartScript for Partners gives partners a way of walking through structured questions to arrive at answers. By providing partners with a complete set of script tailored to specific situations, businesses ensure the quality of data capture, prevent data-entry errors, and reduce training times. Page 11