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Siebel CRM, Professional Edition Product Encyclopedia Version 7.8 Updated: February 2006 Siebel Systems, Inc. Confidential For Siebel Internal Use Only Siebel CRM Professional Edition Product Encyclopedia 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. Proprietary Information Siebel Systems, Inc. considers information included in this documentation and in Siebel eBusiness Applications Online Help to be Confidential Information. Your access to and use of this Confidential Information are subject to the terms and conditions of: (1) the applicable Siebel Systems software license agreement, which has been executed and with which you agree to comply; and (2) the proprietary and restricted rights notices included in this documentation. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 2 Part # ENCY-SPE04-0771 Siebel CRM Professional Edition Product Encyclopedia Table of Contents Siebel Cross-Industry Applications ............................................................................................................................4 Employee Applications .............................................................................................................................................4 Base Application .......................................................................................................................................................4 Siebel Application Add-Ons (see Enterprise Product Encyclopedia) .......................................................................7 Developer Options .................................................................................................................................................. 12 General Options...................................................................................................................................................... 16 Customer & Partner Applications (see Enterprise Product Encyclopedia) ........................................................... 44 Siebel Financial Services ........................................................................................................................................... 55 Employee Applications – Siebel Financial Services ............................................................................................... 55 Base Application ..................................................................................................................................................... 55 Siebel Financial Services Add-Ons - (see Enterprise Product Encyclopedia) ........................................................ 59 Siebel Financial Services Options - (see Enterprise Product Encyclopedia) ......................................................... 59 Siebel Financial Services Customer & Partner Applications (see Enterprise Product Encyclopedia) .................. 59 Siebel Consumer Goods ............................................................................................................................................ 60 Employee Applications – Siebel Consumer Goods ................................................................................................. 60 Base Application ..................................................................................................................................................... 60 Consumer Goods Add-Ons - (see Enterprise Product Encyclopedia) .................................................................... 61 Consumer Goods Options - (see Enterprise Product Encyclopedia) ...................................................................... 61 Consumer Goods Customer & Partner Applications (see Enterprise Product Encyclopedia) ............................... 61 Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 3 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications NOTE: Any product on the Siebel CRM Professional Edition price list not listed in this document can be found on the Siebel Enterprise Edition Product Encyclopedia. Readers should also refer to the Siebel CRM Professional Edition 7.8 pricelist for product and pricing requirements. Siebel Cross-Industry Applications Employee Applications Base Application Siebel CRM Sales Base Option, Professional Edition Intended Audience: Sales professionals in small and midsized companies that would include: telesales reps, field sales reps, sales managers, sales directors, VPs of Sales Unit of Measure: Named User Product Description: 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. With Siebel CRM Sales, selling representatives are enabled to respond more effectively to sales opportunities. Contact and opportunity management within Siebel CRM Sales enables sales professionals to find the right piece of information that is most relevant to the sales situation. By having the right information at the right time, the sales professional can be more effective in front of the customer and maximize valuable customer-facing activities. By providing a common repository of customer information, Siebel CRM Sales allows sales teams to understand how customers buy, enabling them to respond to opportunities with a multi-channel sales strategy. Siebel CRM Sales, Professional Edition provides up-to-the-moment, proactive intelligence to maximize sales revenue. With Siebel CRM Sales, Professional Edition all levels of the selling organization can access the facts required to confidently pinpoint problems and deploy resources. Siebel CRM Sales allows managers to monitor sales pipelines and evaluate the performance of the entire sales distribution network. Siebel CRM Sales enables sales professionals to identify critical trends in sales cycle length, win rates, discounting, and competitive engagement. This level of visibility is vital to any organization deploying a high-performing sales force. Product Requirements None Key Functionality Opportunities and Pipeline Sales Assistant (activity plan templates for Opportunities) Executive Information System (pre-built charts for Opportunities, Accounts, Contacts) Accounts Activities Contacts Literature Products (basic product catalog with pricing) Notes and Attachments Advanced Search (adv. search algorithms including term proximity, word stemming, term inflection, etc.) Anywhere (software tools to streamline and automate management of Remote Client) Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 4 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Assignment Manager (configurable rules engine to automate assignment of leads and opportunities) Audit Trail (logging capabilities to maintain a history of changes made to Siebel records) EAI (interfaces for enabling real time integration of Siebel to 3 rd party systems) Remote Client (fully functional disconnected client) Reports and Reports Server (library of pre-built reports and report scheduling and generation) Sync (client-based synchronization of Activities, Calendar and Contacts to Outlook, Notes and Palm) Workflow (configurable workflow engine to automate execution of business processes) Siebel Server Sync for Exchange – new for Professional Edition 7.8 Siebel Encyclopedia – new for Professional Edition 7.8 Siebel CRM Marketing Automation Base Option, Professional Edition Intended Audience: Marketing personnel in small and midsized companies Unit of Measure: Named User Product Description: Siebel CRM Marketing Automation, 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, Marketing Edition also provides list management capabilities to develop internal lists and load external list files and prospect management with promotion of prospects to contacts. Siebel Marketing's response management enables marketers to track customer responses and evaluate campaign effectiveness. Siebel CRM Marketing Automation, Professional Edition includes the following modules: Marketing (including Campaigns) Marketing Resource Manager (best practices and automation of a marketing department’s planning tasks; includes Project Management and Collaboration for Marketing teams and Marketing Calendar functionality – see entry in General Options section of this document for more information on this module.) Marketing Development Funds (functionality to automate the creation, management and administration of marketing development funds for partners – see MDF entry in General Options section of this document for more information on this module.) Key Functionality Campaigns (Functionality to create and manage marketing campaigns and monitor associated details) Executive Information System (pre-built charts for Opportunities, Accounts, Contacts) Accounts Activities Contacts Literature Products (basic product catalog with pricing) Notes and Attachments Advanced Search (adv. search algorithms including term proximity, word stemming, term inflection, etc.) Anywhere (software tools to streamline and automate management of Remote Client) Assignment Manager (configurable rules engine to automate assignment of leads and opportunities) Audit Trail (logging capabilities to maintain a history of changes made to Siebel records) EAI (interfaces for enabling real time integration of Siebel to 3 rd party systems) Remote Client (fully functional disconnected client) Reports and Reports Server (library of pre-built reports and report scheduling and generation) Sync (client-based synchronization of Activities, Calendar and Contacts to Outlook, Notes and Palm) Workflow (configurable workflow engine to automate execution of business processes) Siebel Server Sync for Exchange – new for Professional Edition 7.8 Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 5 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Siebel Encyclopedia – new for Professional Edition 7.8 Siebel CRM Service Base Option, Professional Edition Intended Audience: Service agents and support professionals in small and midsized companies Unit of Measure: Named User Product Description: Siebel CRM Service, Professional Edition enables service agents of small and midsized companies to solve customer problems in a highly efficient and effective manner with comprehensive service request and solution management, as well as asset tracking. 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. With Siebel CRM Service, Professional Edition, customer agents interact quickly and consistently across a broad range of communication channels, such as telephone, email, fax, and page. Service representatives become productive faster, supporting a broader range of products and services, resulting in higher satisfaction levels in each customer interaction. Key Functionality Service Requests Service Assistant (activity plan templates for Service Requests) Executive Information System (pre-built charts for Service Requests, Accounts, Contacts) Accounts Activities Contacts Literature Products (basic product catalog with pricing) Notes and Attachments Advanced Search (adv. search algorithms including term proximity, word stemming, term inflection, etc.) Anywhere (software tools to streamline and automate management of Remote Client) Assignment Manager (configurable rules engine to automate assignment of leads and opportunities) Audit Trail (logging capabilities to maintain a history of changes made to Siebel records) EAI (interfaces for enabling real time integration of Siebel to 3 rd party systems) Remote Client (fully functional disconnected client) Reports and Reports Server (library of pre-built reports and report scheduling and generation) Sync (client-based synchronization of Activities, Calendar and Contacts to Outlook, Notes and Palm) Workflow (configurable workflow engine to automate execution of business processes) Siebel Server Sync for Exchange – new for Professional Edition 7.8 Siebel Encyclopedia – new for Professional Edition 7.8 Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 6 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Siebel Professional Edition Base Functionality The following functionality is included in all base seats of Siebel CRM Professional Edition Siebel Advanced Search Intended Audience: Employees using an Employee-facing application (like Siebel Sales, Siebel Call Center, etc.) Description: Siebel Advanced Search enhances the ability of agents to easily locate information from the corporate knowledge base. Using Siebel Advanced Search enhances the base Siebel Search capabilities by locating documents using term proximity, word stemming, advanced thesaurus, term inflection, fuzzy searching, and other advanced searching features. Siebel Advanced Search uses the Fulcrum search engine (included with Siebel Search in each named license of Siebel Sales, Siebel Service, and Siebel Call Center). Siebel Anywhere Intended Audience: Field Sales, Field Service, Professional Services, Channel Partner Management Description: Siebel Anywhere manages and distributes Siebel software components for Siebel mobile clients, dedicated clients, and replicated Regional nodes. Siebel Anywhere ensure that all distributed notes are operating with the proper configurations by performing version check and distributing upgrade kits containing SRF, client configuration changes, database schema changes, and software patches. Key Functionality Distribute and install upgrade kits Distribute SRF changes Distribute database schema changes Automatically install and configure client software Assignment Manager Intended Audience: Siebel Administrators Description: Siebel Assignment Manager is a rules engine that allows sales and service organizations to assign the most qualified people to specific tasks. Assignment Manager accomplishes this function by matching candidates to predefined and user-configurable assignment objects. To assign the most qualified candidate to each object, Assignment Manager applies assignment rules that you define. For you to define assignment rules, you select: Objects to which each assignment rule applies Rule Groups to which each assignment rule applies (optional) Criteria for each assignment rule Values for each assignment criteria Skills to match assignment rules, objects, organizations, employees, and positions Expertise to weigh skill scores Scores for each assignment rule, criteria, and value Candidates that are scored using the assignment rule Workload rules to balance work across your organization For example, in a sales organization, you can create an assignment rule that scores positions (candidates) based on territory definitions (criteria) for an opportunity (object). In a service organization, you can create an assignment rule that scores employees (candidates) based on product expertise (criteria) for a service request or product defect (object). Using the sum of scores for each assignment rule, Assignment Manager assigns the best candidates for each object. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 7 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Audit Trail Intended Audience: Siebel Administrators Description: Audit Trail creates a history of the changes that have been made to data in Siebel applications. An audit trail is a record showing who has accessed an item, which operation was performed, when it was performed, and how the value was changed. Therefore, it is useful for maintaining security, examining the history of a particular record, and documenting modifications for future analysis and record keeping. Audit Trail logs information without requiring any interaction with, or input from, your users. Audit Trail can be used for a variety of purposes. In a simple example, a call center uses an audit trail to track the status change of a service request, who changed it and when. Audit trail capabilities can also be used to track the time needed to change the state of an item, such as a service request from open to closed. A calculation of the time difference can help the call center manager measure and improve service quality. Audit trail can also be used to reproduce a record at a given point in time to maintain regulatory compliance by looking at the audit trail records of changes and the current state of the record. For any audit trail deployment, the combination of the number of fields audited and the number of audit records created by a given business process has performance implications. Auditing a large number of fields on a business component or auditing fields in a large number of business components may produce unacceptable performance that is counter to the overall business requirement. Audit trail works for replication and synchronization. For Siebel Remote and Siebel Replication users making changes to records, Audit Trail records successfully committed transactions and also transactions that did not get synchronized to the server because of conflicts. Siebel EAI Intended Audience: Siebel implementation specialist, integration developers Description: Siebel EAI provides components for integrating Siebel Business Applications with external applications and technologies within your company and is designed to work with third-party solutions such as those from IBM, TIBCO, WebMethods, and others. Siebel EAI provides bidirectional real-time and batch solutions for integrating Siebel applications with other applications as well as the tools for cross application integration through UAN. Siebel EAI is designed as a set of interfaces that interact with each other and with other components within Siebel application. These interfaces: Allow a flexible service-based architecture, built on top of configurable messages using XML and other formats. Are compatible with IBM MQSeries; Microsoft MSMQ, BizTalk, and OLE DB; Sun Microsystems Java and J2EE; XML, and HTTP, and many other standards. Expose internal Siebel Objects to external applications. Take advantage of prebuilt adapters and enterprise connectors, and are compatible with third-party adapters and connectors. Allow for data transformation. Integrate external data through Virtual Business Components (VBCs) and External Business Components (EBCs). Provide a graphical business process designer, programmatic interfaces, and a high-volume batch interface. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 8 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Siebel Encyclopedia, Professional Edition Intended Audience: Sales professionals, marketing managers and customer service agents Description: 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 including detailed comparisons, object handling tools, and sales literature. Service professionals can view linked problem categories for suggested diagnostic tips and access related technical information. Siebel Encyclopedia, Professional Edition information can be published by marketing and made available to all end users of the system. Built-in communications allow users to immediately send information to customers via the Internet, email, fax, or automated correspondence and fulfillment. Siebel Remote Client Intended Audience: Field Sales, Field Service, Professional Services, Channel Partner Management Description: Siebel Remote enables true mobile computing by providing a complete bi-directional exchange of information between laptops and corporate servers. Using Siebel Remote, mobile users can access the power of Siebel eBusiness Applications, and later synchronize to upload local changes to the server. Mobile clients can also initiate requests for information and download any new information from the corporate server. Siebel Systems’ patented synchronization architecture minimizes communication time and allows users to continue working while synchronization occurs in the background over LANs, WANs, and dial-up connections. Siebel Remote manages all information exchanges with all mobile users. It provides comprehensive conflict detection and resolution facilities to ensure the integrity and synchronization of both server and client databases. Siebel Remote embedded two mobile database engines: Sybase SQL Anywhere and Microsoft SQL DE. Customers may use either one of these for their deployment. Key Functionality Provide complete, bi-directional data synchronization between mobile client and servers Scale up to support thousands of mobile users Include simple and robust conflict resolution Replicate net-change to minimize communication time Support the industry's first Mobile Web Client Is simple to setup and deploy Siebel Reports Server Intended Audience: Sales organization employees, call center employees, field sales and service employees, channel partners, channel managers, purchasing department, and management Description: 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. The Siebel Web Client users can choose to queue reports to run periodically at a pre-determined time, or to better utilize computing resources by having particularly long reports run at off-peak times. They may also share the reports within the organization and with external organizations. Siebel Reports Server 7 can be deployed in Windows, Solaris, and AIX platforms. Product Requirements, Restrictions and Dependencies Siebel Reports Server is required for the Web Client and Dedicated Web Client users. In the disconnected mode, reports can only be run interactively in the Dedicated Web Client. Key Functionality Generate and view pre-built reports interactively from Siebel Application views. Run reports interactively or schedule them to run at off-peak times. Employees, and partners can access reports via the web browser and grant others permission to view. The report viewer supports navigation, search, and email functions. Administrative users may create new reports and customize pre-built reports. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 9 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Siebel Server Sync - Microsoft Exchange Server Intended Audience: Field Sales representatives, Sales administrators, Call Center agents, Field Service representatives, and Channel Managers (employed by brand owner) Description: Siebel Server Sync - Microsoft Exchange Server centralizes all customer information across both Outlook and Siebel applications. Whether end users are working with a task list, scheduling a meeting, or recording a new business contact, Siebel Server Sync - Microsoft Exchange Server provides them with the flexibility to quickly and easily gain real-time insight into customer interactions. This advanced integration enables Siebel applications to become the repository for all customer-related information and includes: 1. A server-based synchronization engine that synchronizes calendar appointments, contacts, employees and tasks between Siebel applications and Microsoft Exchange. This enables real-time bidirectional synchronization of calendar appointments, contacts, employees and task list items between the Siebel database and Microsoft Exchange servers. This is a server component that resides on a dedicated Siebel server running Windows; administrators do not need to install any components on their Microsoft Exchange servers to benefit from this enhanced functionality. 2. Access to the Microsoft Outlook calendar from within Siebel applications (Embedded Microsoft Outlook Calendar) Users can access the Microsoft Outlook calendar on the Siebel home page as well as on the Siebel calendar screen. EOC is a fully functional Microsoft Outlook client that offers the same functionality that can be accessed via the stand-alone Microsoft Outlook client. Appointments created via the EOC are automatically passed to Microsoft Exchange and then written to the Siebel database via SSSE. Users can interact with those records in any Siebel activity view. 3. A Microsoft Outlook add-in that allows users to link Microsoft Outlook contacts, tasks, and appointments to Siebel data such as opportunities and service requests. The new Microsoft Outlook add-in allows users to link Microsoft Outlook calendar appointments, contacts, and To-Do list items to Siebel data from within the Microsoft Outlook user interface. For example, users can create calendar appointments in Microsoft Outlook and link those appointments torelevant Siebel opportunities. Once users associate Siebel links to a Microsoft Outlook record, they can use these links to navigate directly from the Microsoft Outlook client into the appropriate Siebel application. Siebel SSSE is server based synchronization solution where which uses a ‘push’ synchronization model – the Siebel system will automatically ‘push’ updates to the user’s system. Siebel Sync Intended Audience: This product is intended for all Siebel Users. Description: Siebel Sync is a client based synchronization solution that allows users to export Contacts and Accounts from Siebel to Outlook, Notes, Palm, or GroupWise and allows for Synchronization of Calendars and Activities between Siebel and Outlook, Notes, Palm, or GroupWise. This product best sells as an add-on to Siebel Sales or Siebel Call Center. It has the ability to make Siebel data available to users in the most popular personal information management applications. Siebel Sync is client based synchronization solution where which uses a ‘pull’ synchronization model – users must initiate a synchronization session. Key Functionality Synchronize Calendars, Synchronize Activities, Export Contacts and Accounts from Siebel to Palm, Outlook, Notes, or GroupWise Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 10 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Siebel Workflow Intended Audience: IT Managers, IT Developers, Implementation Developers Description: Siebel Workflow is a robust technology that allows companies to enable process automation within Siebel applications. Workflow processes are designed and administered using the Business Process Designer, a graphical user interface provided through Siebel Tools. Through Workflow, Siebel administrators can define specific business rules and enforce them across all employee activities. Siebel Workflow provides a graphical view of the workflow process development, including full branching logic on all values. Workflow Policies and Workflow Processes are two components of Siebel Workflow that are designed and created when automating a business process. These components are defined as follows: Workflow Processes. The representation of a business process. A workflow process comprises one or more steps that indicate when a business process starts and ends and includes information about individual activities within the business process. Workflow Policies. A systematic expression of a business rule. A workflow policy contains one or more policy conditions and one or more policy actions. If all the policy conditions for a workflow policy are true, then the policy action occurs when all the policy conditions are met. A workflow policy is contained by one workflow policy group and is related to one workflow policy object. A workflow policy contains additional properties that govern its behavior. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 11 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Siebel Application Add-Ons Developer Options Siebel Tools, Professional Edition Intended Audience: CIO's, technology architects, application developers and integration partners Unit of Measure: Named User Product Description: Siebel Tools, Professional Edition is a pre-packaged bundle of development tools used for designing, configuring, maintaining and upgrading Siebel CRM, Professional Edition. It is designed to support and help manage team-based (i.e. more than one developer) development efforts. Key development tools in the Siebel Tools, Professional Edition include: Siebel Tools: Siebel Tools is the principal development tool for designing and configuring the customer’s Siebel CRM, Professional Edition deployment. Siebel Tools uses a declarative development method (i.e. no programming required) to modify different aspects of the Siebel application. This approach dramatically reduces development, and maintenance costs and preserves customizations when upgrading to future product releases. Siebel Interface Programming: Siebel Interface Programming provides open object interfaces to Siebel applications allowing integration between Siebel and external applications. Siebel Scripting: Siebel Scripting provides script editors allowing customers to enhance their Siebel application by writing scripts in Siebel-tailored versions of Visual Basic (called Siebel Visual Basic) or JavaScript (called Siebel eScript). Siebel Reports Designer Professional: Siebel Report Designer Professional is an application used by developers to design, build, and distribute report templates for delivery in the Siebel deployment. Siebel Reports Designer: Siebel Report Designer complements Siebel Report Designer Professional and is used by business users to design, build, and distribute reports templates for delivery in the Siebel deployment. Building these report templates in Reports Designer requires no programming. Note: Siebel Tools, Professional Edition does not include Siebel Database Extension Designer (the ability to add new columns to existing tables) or Advanced Database Extensibility (the ability to add entirely new tables). These options, however, are included in the Siebel Tools Complete, Professional Edition bundle. Siebel Tools Complete, Professional Edition Intended Audience: CIO's, technology architects, application developers and integration partners Unit of Measure: Named User Product Description: Siebel Tools Complete, Professional Edition provides the most flexibility in customizing Siebel CRM, Professional Edition. It includes all the functionality available in Siebel Tools, Professional Edition. (Please see the encyclopedia entry on Siebel Tools, Professional Edition for detailed information on included functionality.) Additionally, Siebel Tools Complete, Professional Edition, provides added development capabilities in the form of Siebel Database Extension Designer and Siebel Advanced Database Extensibility. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 12 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications Siebel Database Extension Designer: Siebel Database Extension Designer provides customers the ability to add new columns to existing tables giving them additional flexibility in ways to extend their application. Additionally, Database Extension Designer enhances the functionality of Siebel Enterprise Integration Manager (EIM) by allowing administrators to specify custom mapping rules for batch data integration using EIM. Siebel Advanced Database Extensibility: Siebel Advanced Database Extensibility provides data model flexibility by providing the customer the ability to add entirely new tables to the Siebel deployment. Siebel Server Extensions for Unix Intended Audience: Customers running Siebel programs in a UNIX environment Unit of Measure: Per Physical Server Product Description: Siebel Server Extensions for UNIX are required to operate Siebel programs in the Solaris or AIX operating environment Siebel Mobile Connector Intended Audience: This product is targeted at Siebel Systems’ software and systems integration partners as well as at customers that are developing and integrating wireless and voice applications with Siebel eBusiness Applications. Unit of Measure: Named User Product Description: The Siebel Mobile Connector enables access to specific application definitions, configurable within Siebel Tools, via a standards-based data format, in order to ease integration with other wireless and voice-based applications across an organization. The Siebel Mobile Connector provides a simple XML query interface, allowing users to get the data they need when they need it. The Siebel Mobile Connector also enables alerts and notifications to be pushed to employees and customers who spend a majority of their time outside the office. By taking advantage of mobile data, field sales and service professionals can more efficiently manage customer information while away from the office. Key Functionality Pre-configured sample application definitions, XML Application Programming Interface (API) , Metadata Builder Service, Alerts Business Service, Update Support, Upload Audio Files for Voice Applications Additional Notes Alliance Partners must sign the Siebel Mobile Connector Agreement. It is very important that each connector product the customer wishes to use is added to their quote or it will not be included in their license key. Each Named User of the connector is required to have a license for the individual application the connector is designed for (SAP R/3, Oracle, PeopleSoft, etc.). Satmetrix Exchange Connector for Siebel Intended Audience: End Users Unit of Measure: Named User Product Description: The Satmetrix Exchange Connector for Siebel enables Siebel Business Applications users to view Satmetrix survey results for accounts and contacts within the Siebel user interface without the need for an extra login step. This provides end users with a single location to view and analyze attitudinal and behavioral data for their customers, providing a complete picture of the customer relationship. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 13 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications A “Satmetrix Surveys” tab on the account or contact applet retrieves the necessary account, contact and configuration information from the Siebel database. This information is used to dynamically generate a URL that provides secure access to the Satmetrix report, for the account or contact selected, without the need for an extra login step and within the Siebel user interface. To ensure data security, the URL also contains a special message authentication token that is constructed using NIST-approved cryptographic techniques to prevent forgery or tampering with the URL or book marking it for later use. The cryptography used in the construction of the token also guarantees that the URL was generated at the appropriate installation of the Siebel application, so the reports are kept completely secure from unauthorized access. The HTTP request for the URL is fielded by a Web server at the Satmetrix data center, which validates the authentication token and thereby verifies the integrity and origin of the URL. The Satmetrix Web server then establishes a secure, SSL-encrypted report session for the Siebel user, generates the appropriate report sample for the account or contact that was selected, and then redirects the browser to the appropriate report site. Satmetrix Exchange Connector for Siebel has a standard default report, designed to provide the most valuable charts for assessing at a glance the loyalty of a customer account. However, since Satmetrix Systems’ reporting capabilities are also highly customizable, this standard report can be extended (or simplified even further) within the framework of the Satmetrix reporting platform and the data collected by the individual customer’s survey questionnaire. The standard integration solution is designed to minimize the setup and maintenance effort required by the customer’s Siebel administrator. The Account detail views are preconfigured, requiring only that the customer specific settings be setup by the Siebel Administrator using the Administrator view. The Contact detail view requires simple configuration using Siebel Tools. Ongoing administration work is necessary only if changes are to be made to the display or functionality of the system. The system does not require the configuration of separate logins when Siebel users are added to or deleted from the system. All ongoing security and access administration are handled by the Siebel application using the familiar Siebel tools. Product Requirements, Restrictions and Dependencies The Satmetrix Exchange Connector for Siebel will only be functional for customers who purchase Siebel Base Applications and Satmetrix survey systems (either directly by Satmetrix or through Siebel with Siebel Satmetrix eSurveys). The Satmetrix Exchange Connector for Siebel is available in all Siebel Base Applications containing the Accounts group (Horizontal and Vertical). The Satmetrix Exchange Connector for Siebel is available on all Siebel-supported application servers. TCP/IP connections are required between the Siebel Client and Siebel Server when running the client in a connected mode. The Siebel client must have access to the Internet. In addition, the integration is supported for mobile Siebel clients with access to the Internet. The integration architecture employs only standard Internet protocols, such as HTTPS. The integration components reside on the Siebel Application server and a hosted Satmetrix environment. When invoked by the Satmetrix Exchange Connector for Siebel Business Applications, the Satmetrix reporting site displays the account or contact name as it appears in the Siebel Business application. Only ISO 8859-1 (Latin 1) characters will display correctly. When viewing a report, the browser must be set to the correct encoding to use if data is not stored as Unicode. If the verbatim responses are stored in single byte or multi byte charsets, only one charset can be viewed at a time. The browser will read only one encoding (charset) at a time. If the verbatim responses are stored in Unicode, reports are displayed using UTF-8 encoding, so a user will be able to see more than one language at a time (assuming all fonts are loaded on the user’s computer) The user interface is currently available in English only. Authorable elements of the report site, such as chart labels and titles, can be written in any combination of the standard Latin characters used in English. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 14 Part # ENCY-SPE04-0771 Siebel eBusiness Applications Product Encyclopedia Siebel 7.8 Cross-Industry Applications The Satmetrix reporting site has been developed and fully tested for optimal performance on the Microsoft Internet Explorer platform. In order to provide the best performance and functionality, Microsoft Internet Explorer version 5.0(SP2), 5.5(SP2), or 6.0(SP1), enabled for Java, on the Windows operating system, is recommended. Other browsers, browser versions and/or operating systems are unsupported configurations, and may not function properly. Siebel Web UI Dynamic Developer Kit (DDK) Intended Audience: CIO's, technology architects, application developers and integration partners Unit of Measure: Named User – included with Siebel Tools Complete, Professional Edition Product Description: Siebel Web UI Dynamic Developer Kit (DDK) – This is a quickstart kit that is dynamically generated from a Siebel Tools wizard to provide the necessary deployment objects and provide the Web application developer with an understanding of the Siebel data structure and actions that are supported, with sample JSPs. The DDK allows Siebel application developers to focus on business logic, while providing the necessary information for the Web application developer to create a UI without knowing much about the Siebel application or it’s development tools. The DDK is a deployment and communication vehicle that allows a clear separation of responsibility between the Siebel application developer and the Web application developer. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 15 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications General Options Siebel Advanced Market Development Funds Intended Audience: Marketing personnel in small and midsized organizations Unit of Measure: Named User Product Description: Siebel Advanced Market Development Funds allows for management of a complete end-to-end business process for; managing a set of program Accounts as a Partner, Managing the fund request pre-approval process, and managing claims against pre-approved fund requests. In a typical MDF/Co-op management process, the marketing manager sets up one or several programs and selects partners who can participate in the associated funds. The process automatically creates program accounts for these partner participants so that partners can now accrue funds or receive discretionary MDF amounts under the associated programs. Partners can request funding for marketing activities out of the moneys accrued/received in their different program accounts. Partners request funding through the partner portal by creating a “pre-approval” request with one or more associated line items, identifying the different cost items associated with the marketing activity. These pre-approval requests get routed to the channel marketing manager for approval who can review and accept/reject cost items at the approval line item level. Once approved, the partner can execute the corresponding marketing activity. Partners can create claims through the partner portal to redeem the money in their program accounts for marketing activities against the pre-approved requests. When the claim is approved, the claim debits the program account defined for the associated pre-approval request. The claim amount can then be sent to the accounting back-office system for payment processing. Siebel Asset Management, Professional Edition Intended Audience: Sales Business users of all applications (sales reps and managers, call center agents and managers, customer service representatives, channel managers) Unit of Measure: Named User Product Description: Siebel Asset Management provides an accurate asset and owner inventory for the IT infrastructure. Siebel Asset Management automates the asset lifecycle from procurement through to retirement. Siebel Asset Management offers a broad ability to track and maintain assets over time, which vendors each is from, asset relationships including sub-assets, serial numbers, shared assets, cost structure, and more. Asset lifecycle management helps track assets through four distinct phases - purchase, track, manage, and retire. iebel offers an effective asset lifecycle management system by tracking data for the following basic questions such as what assets should be re-deployed? What assets are owned and where are they now? How old are assets and when should they be retired? What is the service history of a particular asset? What is the particular Configuration of this item? What are the entitlements and warranty information on an asset? Are maintenance and repairs being performed at the appropriate time or following the best procedures? Siebel offers a comprehensive asset management system that is fully integrated with the HelpDesk enabling the employee to view what assets they have been assigned while enabling the HelpDesk Agent to view configuration items associated with a particular asset. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 16 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Key Functionality Asset Relationships Asset Service Requests Asset Components Asset Transactions Account and Contact Asset Tracking Siebel Automated Discovery Intended Audience: Any employee with IT assets managed using Siebel Asset Management Unit of Measure: Named User Product Description: Siebel Automated Discovery provides out-of-the-box integration with Siebel Asset Management to increase organizational efficiencies by automatically creating an inventory of valuable IT assets, enabling more precise purchasing, migration and support decisions. Siebel Automated Discovery enables the organization to automatically inventory IT assets such as hardware and software in a connected and disconnected environment. Siebel Automated Service Intended Audience: Any employee with IT assets managing Unit of Measure: Named User Product Description: Siebel Automated Service delivers a comprehensive, highly accurate inventory of your desktop and server environment by automatically discovering and tracking hardware and software information. Siebel Automated Discovery provides the IT organization with information that is complete, accurate, timely and easily maintained. Siebel Automated Discovery eliminates manual asset management entry and tracking by collecting accurate inventory information that is easy to maintain lowering overall IT Hardware and Software costs Siebel Barcode Intended Audience: Logistics Managers, Warehouse Clerks, Field Engineers Unit of Measure: Named User Product Description: 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. Product Requirements, Restrictions and Dependencies The Field Service product option must be licensed in order to purchase the Siebel Barcode product option Key Functionality Barcode fonts must be installed in order to generate and print reports with barcode labels. Siebel Briefings Intended Audience: Siebel Briefings primarily supports Siebel System users (employees and partners) who perform sales, marketing, and service responsibilities. Examples of such users are: Field Sales Professionals, Sales Executives, Call Center Representatives, Product Managers, and Service Representatives. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 17 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Unit of Measure: Named User; Registered User when added to Siebel Partner Portal Product Description: Siebel Briefings is a knowledge management solution that enables employees and partners to more effectively acquire and retain customers. Sales, marketing, and service professionals are provided with convenient access to relevant, critical business information about their accounts, opportunities, competitors, and related markets. All of this information and news is aggregated in context with internal data from the Siebel database. Content is displayed in easy-to-use Web pages, or “Briefings,” that can be both customized and personalized. By simplifying access to relevant information, Siebel Briefings improves productivity and helps to drive higher end user adoption of Siebel applications. Moreover, organizations can manage their collective “selling knowledge” more effectively, enabling them to close more deals and improve customer satisfaction. Key Features: Delivers executive summaries or “Briefings” on accounts, competitors, and opportunities – critical business data, news, and information are aggregated on one screen for easy access Integrates external, Web-based content in context with internal data from Siebel eBusiness Applications Provides out-of-the-box support for integration of Siebel Content Services Allows personalization of content, navigation, and layout Supports mobile synchronization for offline viewing Delivers pre-defined set of news topics so that users can create a personalized newspaper Key Functionality Each Briefing aggregates Siebel data in context with external, Web-based content. Users can drill down from Briefing pages to access more detailed information. Users can customize their Briefings using a Tracking Profile to select accounts, competitors, news topics, products, and industries they are interested in The My Briefing, Account Briefing, and Competitor Briefing pages can be synchronized for offline viewing Additional Notes Siebel Briefings requires base product for employees or partners. External, web-based news and market sources are not included, but can be integrated through subscription to Siebel Content Services or by configuration. Synchronization of data from the Siebel database for offline viewing requires deployment of Siebel Remote. Siebel Campaigns Intended Audience: A marketing professional or telesales manager typically performs campaign creation and administration. The execution of campaigns is typically performed in a call center by an internal telesales agents or field sales representatives. Unit of Measure: Named User Product Description: 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 Campaigns is typically purchased with Siebel Sales, Siebel Call Center, or Siebel Partner Manager. The most common deployment is in a telemarketing or telesales environment to qualify leads for the field sales force or complete a transaction. It can also be used in a service environment to execute customer satisfaction campaigns. Siebel Campaigns enables target list creation through standard queries in the Siebel UI, unlike Siebel Marketing Manager which provides for more sophisticated segmentation against any data inside or outside the Siebel eBusiness Applications. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 18 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Product Requirements, Restrictions and Dependencies Does not include email offers, which can be added with the Siebel Email Marketing option. Does not include web offers, which can be added with the Siebel WebMarketing option. Siebel Change Management Intended Audience: Any employee requiring project management tools. Unit of Measure: Named Users Product Description: 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 Change Management enhances productivity while lowering costs by centralizing key project information including membership, project schedules and milestones, activity assignments and delivery dates, project commentary and threaded discussions, and the most up-to-date project presentations, business models, competitive reports, emails and marketing collateral. Siebel Change Management provides employees and managers with critical project insight by coordinating and presenting key project information such as timelines, membership, objectives, status, and documentation along with providing the tools and services such as best practices templates, activity assignment and threaded discussions to transform this insight into action and overall project success. Product Requirements, Restrictions and Dependencies Each named user includes both end-user and administrative (editing) functionality Pricing Requirements None Key Functionality Attribute based staffing, activity creation, assignment and management, shared calendar, best practices templates, threaded discussions, shared file storage, project status summary and third-party news integration. Siebel Collaboration Intended Audience: Any employee intending to use Microsoft Sharepoint to manage joint Siebel Opportunities, Service Requests or other Siebel activities. Unit of Measure: Named User Product Description: Siebel Collaboration enables employees, partners and customers to communicate more effectively and to manage the unstructured collaborative activity that is inherent in many sales and service processes. Users of Siebel Collaboration can create shared team spaces related to opportunities and service requests. Users, located in various departments throughout the organization such as engineering, products and finance, can be invited into the team space to participate in the discussion and share files related to the transaction. Users of Siebel Collaboration access a view with an embedded Microsoft Sharepoint interface that contains the team space. The team space includes information on the context and state of the opportunity or service request, a members list with instant messaging and presence indication, a discussion forum, document library and list of action items. Siebel Compensation Planning Intended Audience: The intended audience for Siebel Compensation Planning includes executive management, line managers, compensation managers, HR professionals, compensation managers, and all other employees responsible for planning compensation (including merit, promotions, variable pay, and stock). Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 19 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Unit of Measure: Named User Product Description: Siebel Compensation Planning is a comprehensive compensation planning application. It is a tool that enables organizations to accurately and effectively plan for merit-based and promotion-based salary increases, cash bonuses, and stock grants. With Siebel Compensation Planning, organizations may define compensation budgets, guidelines, and eligibility rules. Managers are then able to compile compensation plans for their direct and indirect reports and then submit them for multiple levels of approval. Once the approvals are completed, the decisions and results of the compensation planning process are interfaced to a back-office HR and payroll Key Functionality Compensation planning for merits, promotions, bonuses, and stock; rollup of organizational structure during the planning process; plan approval routing; budget management; setup of employee eligibility rules, and guideline calculation based upon factors such as Performance Management scores. Siebel Configurator Admin Server Unit of Measure: Physical Server Intended Audience: Field Sales representatives, Call Center agents, Channel Managers (employed by brand owner), Field Service representatives Product Description: The Siebel Configurator Administration Server option enables a product administrator to define constraint rules between the components of a customizable product. This enables the ordering and validation of the most complex products with many inter-related options and features. The Configurator constraint editor includes a wizard tool to assist the user to easily construct advanced rules. Additional Notes Both the Configuration Administration Server and the Configuration Administration Runtime module must be licensed in order to have a complete and integrated constraint-driven product configuration solution for the Siebel employee. Siebel Configurator Runtime Unit of Measure: Named User Intended Audience: Field Sales representatives, Call Center agents, Channel Managers (employed by brand owner), Field Service representatives Product Description: Siebel Configurator - Runtime option enables an end user with minimal training to create valid orders for the most complex products with multiple selectable options and features. Optimum usability is achieved by displaying an order form that was designed specifically for the product being ordered using standard widgets such as text boxes, pick lists, radio buttons and check boxes. As selections are made the available options and features are automatically updated in the UI to ensure that a valid configuration is created. Whilst selections are made sophisticated validation logic executes to ensure a perfect, valid order every time. Note: To execute constraint rules you must purchase the Configurator Constraints option. Additional Notes Refer to the Siebel CRM Professional Edition 7.8 pricelist minimum number of licenses that must be initially purchased. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 20 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Content Center, Professional Edition Intended Audience: Business users of all applications (sales reps and managers, call center agents and managers, customer service representatives, channel managers) Unit of Measure: Named User Product Description: 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 Content Center also includes InfoCenter, a browsable, categorized literature tab for end-users. Key Functionality Preview and simulation. A content staging environment can be used to preview and test content before publishing it to the production environment. The staging environment displays content exactly as it will appear to customers, employees, and partners in your production environment. The staging environment runs on a separate database from the production environment. Content projects. Content items can be grouped into one content project, so that related changes can be made together. For example, a content project can be created to manage all the products, catalog categories, price lists, and marketing literature for a company’s summer catalog. Content Asset Management. The content asset repository can be used for storing and managing unstructured content as assets and sets of assets. Content Asset Management establishes check-out and check-in procedures to serialize access to content, and prevent changes from being lost by users trying to update content simultaneously. Content can be rolled back to earlier versions if the changes made were unsatisfactory. Approval processes. Siebel Workflow can be used (included in the base CRM applications) to design approval processes that allow team members to review a content item before it is published. Siebel Workflow allows tasks to be assigned based on a predefined list of content contributors and approvers. Publishing. After content is approved, Content Center uses Siebel Workflow to publish it to a production environment. The XML-based publication service can handle both complex database content and unstructured content that is stored in the file system. This component helps maintain transactional integrity between all the items in a content project. InfoCenter. InfoCenter allows users to browse content in a web-shopping style, categorized site. This tab is included for deployment to end-users as an integrated component of the Siebel interface. Siebel Content Publishing Intended Audience: Siebel Content Publishing is a standalone module for enabling communication to all employees. Unit of Measure: Named User Product Description: Siebel Content Publishing can be sold as a standalone module (i.e. does not require a separate base). It enables end-users to publish content to the entire organization without knowledge of HTML. It provides for both synchronized (news-based) content delivery based on predetermined schedules, as well as asynchronous (pagebased) content delivery to key Intranet pages accessible to all employees. Both publishing and reading employees must license this module. Product Requirements, Restrictions and Dependencies This product can be sold without a base application (standalone). There is no additional base requirement for this application – it can be sold as a standalone application or in conjunction with other Siebel applications. There no product dependencies or other special considerations. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 21 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Contracts Intended Audience: Service managers, service sales reps, sales reps, dispatchers, contract administrators, service marketing, call center agents, field engineers, and customer service representatives. Unit of Measure: Named User Product Description: Siebel Contracts is a complete contract management system for sales and service contracts including tiered maintenance and repair offerings, usage-based offerings, rentals, and leases. 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. Entitlement verification automatically locates all the relevant agreements and calculates the time that an issue must be resolved by, based on a customer’s service calendar. Siebel Contracts works seamlessly with Siebel Pricer for more complex rule-based, asset-based or matrix-based pricing, and when used with Siebel Configurator, it can handle multi-level product pricing with selected options, attributes and services incrementally increasing or decreasing the price. Product Requirements, Restrictions and Dependencies, Restrictions, and Dependencies For use with all Siebel base applications. Recommend Siebel Pricer for complex rule-based, asset-based or matrix-based pricing. Recommend Siebel Configurator when pricing varies by options and attributes. Contract-based invoicing requires Siebel Service base application. Siebel Correspondence Intended Audience: Sales professionals, marketing managers and customer service agents Unit of Measure: Named User Product Description: 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 CTI Intended Audience: Call center employees, telemarketing employees, and management or wherever CTI would improve employee performance in their jobs Unit of Measure: Named User Product Description: 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 CTI includes Siebel Adaptive Communications API, a framework that supports the ability for middleware vendors, systems integrators, consultants, and customers to integrate additional third-party middleware applications and leverage the features of Siebel CTI. Product Requirements, Restrictions and Dependencies Siebel CTI does not include any Siebel developed Adaptive Communications API drivers. The customer may purchase Siebel CTI Connect, which includes the Siebel developed, tested, and validated Adaptive Communications API driver and CTI middleware server software. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 22 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel CTI Connect (Parallel or USB) Intended Audience: Call center employees, telemarketing employees, and management or wherever CTI would improve employee performance in their jobs Unit of Measure: Named User Product Description: Siebel CTI Connect is a fully functional CTI middleware solution for single call center site and multiple call center sites, validated and integrated out-of-the-box with Siebel CTI. As a result, Siebel CTI Connect allows call centers to quickly implement a completely integrated call center solution, directly integrating Siebel eBusiness Applications with your telephony switch and taking advantage of all the features of Siebel CTI. Siebel CTI Connect eliminates the requirement for customers to purchase a separate CTI middleware product from a separate vendor to implement the Siebel CTI solution. Siebel CTI Connect includes the Intel NetMerge Call Processing Software and the Siebel developed Adaptive Communications API driver. Product Requirements, Restrictions and Dependencies Customers must choose either a parallel connection or a USB connection. Siebel CTI Connect requires a Named User license of Siebel CTI for each Named User of Siebel CTI Connect. Siebel CTI Connect is an add-on module for all Siebel base products including the vertical products. Siebel CTI Connect includes the Siebel provided Adaptive Communications API driver and Intel NetMerge Call Processing Software (CTI middleware server software). The customer does not need to purchase any additional CTI middleware or Adaptive Communications API driver. Siebel Customer Order Management Administration Server Intended Audience: Siebel Administrators, Product Managers Unit of Measure: Per Server – included with Siebel Quotes and Order Capture, Professional Edition Product Description: Siebel Customer Order Management Administration Server enables the administration of reference data and rules related to customer order management including products, catalogs, eligibility rules, customizable products, product promotions, recommendations, list prices, volume discounts, attribute pricing adjustments, customizable product pricing, simple validation rules, shipping charges, variable maps and signals. Siebel provides a broad and deep data schema for modeling every aspect of a product or service. Products can be simple SKUs, services, bundles or customizable products. A customizable product has multiple subcomponents and attributes to enable the configuration of the most complex products. A customizable product can inherit any aspect of its behavior from a parent class, thus minimizing the administrative effort for similar products. Each customizable product can have a dynamic order entry form specifically for that product to make accurate order capture as easy and intuitive as possible. Product administration changes are versioned and can be future dated. Pricing rules are administered once in Siebel and then are available to all channels of customer interaction including the call center, Web, partner orders, EDI orders and direct sales. This “model once, deploy everywhere” philosophy helps organizations rapidly adapt pricing to changing market conditions. Pricing changes are immediately available, consistent, and accurate at every customer touch point. Organizations have the ability to price effectively, shortening the sales cycle and easing the administrative burden and expense of pricing management. Pricing capabilities include: Price lists Cost lists Multi-currency Volume discounts Service pricing Discount matrices Attribute adjustments Aggregate discounts Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 23 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Product promotions enable the marketing administrator to quickly define marketing offers comprised of one or more products with special pricing, terms and conditions. Eligibility rules define which customer segments are allowed to receive the offer. Promotional commitments ensure that where a service has a contractual term, if that service if prematurely terminated the customer is charged the appropriate penalty fees. Quote and order validation rules and approvals flows can quickly and flexibly be defined to ensure that all the required order fields are completed for a given order stage and that the values make sense. These checks can become more stringent as the order nears completion allowing sales reps to quickly quote but ensuring that all the details are completed before submitting the order for fulfillment. Note: Administration of Advisor projects and Configurator constraints is licensed separately. Siebel Data Quality Intended Audience: Real-time users with live customer interactions or data entry of new customer names and data quality administrators. Unit of Measure: Named User Product Description: 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 Data Quality provides the views to allow a user to match and cleanse contact, prospect and account data in real-time-during data entry or modification, or as a batch process. Siebel Data Quality can be used in two ways. First, it can be used in conjunction with the Siebel Data Quality Matching Server to perform data matching on prospect, contact and account records in real-time or batch mode without using 3rd party data quality software. Alternatively, Siebel Data Quality can be used with the Siebel Data Quality Universal Connector to certified 3rd party data quality software to perform data cleansing/standardization and data matching and de-duplication. When licensed with the Siebel Data Quality Matching Server, Siebel Data Quality allows an organization to identify duplicate prospect, contact and account records in real-time or in batch mode without using other 3rd party software. In real-time mode, whenever a user is entering a new prospect, contact or account record or saving changes to an existing record, the possible duplicates are displayed to him or her in real-time, allowing the user to select an existing record to continue the task with the correct customer profile and avoid the creation of duplicate data during data entry. Siebel Data Quality can also be run in batch mode in which a user can identify duplicates or suspected duplicates based on a match scores and other customer information. Once the batch process is complete, the user can merge duplicate records together. This product does not merge potential matches automatically; merging duplicates must be performed manually or automated though custom configuration. Each Named User of Siebel Data Quality includes a license for the Siebel Data Quality Universal Connector. Standardizing and cleansing customer records requires the use of 3rd party data quality software that supports these processes through the Siebel Data Quality Universal Connector. If the customer has not licensed the Siebel Data Quality Matching server, the customer must also use the certified 3rd party data quality software for matching. The Siebel Data Quality Universal Connector is a Unicode-enabled business service that is included with each license of Siebel Data Quality. Through the Siebel Data Quality Universal Connector, customer data within the Siebel transactional database can be matched and cleansed in real time or batch mode. The Siebel Data Quality Universal Connector works only in conjunction with third-party software from certified data quality vendors. Certified vendors for data matching and data cleansing are identified by Siebel Systems’ Technical Alliances program. For information about third-party solutions, see the Alliances section at www.siebel.com. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 24 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications For example, a site has a large customer data source that has been created though telemarketing and call center activities. The marketing team would like to supplement this with a number of new contacts resulting from a successful marketing campaign against an external list. After evaluating the customer data, the company discovers that the quality or the data is suspect. The marketing team believes there are a number of records with incomplete address in the response and customer data. The data administration team would use Siebel Data Quality in batch mode for the customer data to create an accurate base customer data set. To support ongoing quality, Siebel Data Quality would be enabled in real-time mode for both the telemarketing and call center agents to ensure data accuracy upon data entry. Finally, Siebel Data Quality would be used as a required check for future imports of marketing prospect lists. Product Requirements, Restrictions and Dependencies Customers must own any Siebel application that includes the Account, Contact or Prospect business components. Automated standardization and cleansing requires the use of 3rd party data quality software Automated detection of duplicates (matching) requires the use of 3rd party data quality software if the customer has not licensed the Siebel Data Quality Matching Server. Key Functionality Support for matching and cleansing of Account, Contact and Prospect data. Allows for real time and batch mode data matching when licensed with the Siebel Data Matching Server. Includes Siebel Data Quality Universal Connect to facilitate integration with certified 3rd party data quality software. Allows for data cleansing/standardization and automated matching using certified Siebel data quality alliance partner matching/cleansing engine(s) via the Siebel Data Quality Universal Connector. Siebel Data Quality Universal Connector is Unicode Enabled. The Siebel Data Quality Universal Connector is configurable to process or update additional fields on the account, contact or prospect business components. Support for data cleansing of international addresses. (Addresses data for countries that use Latin1based languages; Europe, United States, Canada and Australia are certified currently for Firstlogic applications). Siebel Data Quality Matching Server Intended Audience: Data Quality Administrators, Real-time users with live customer interactions or data entry of new customer names Unit of Measure: Per Physical Server Product Description: The Siebel Data Quality Matching Server is a scalable and Unicode-enabled matching engine that can identify potential duplicate data within existing accounts, contacts and prospects in the Siebel transactional database. Matching can be run in batch mode or be enabled in real-time mode when licensed with users of Siebel Data Quality. The Siebel Data Quality Matching Server is an embedded server component that runs within the Siebel Object Manager and does not require any external third-party software to function. The Siebel Data Quality Matching Server supports matching in multiple languages and is double-byte enabled. It includes pre-built matching rules for faster deployment. Organizations can configure the level of searching and matching used to identify and score potential duplicates and specify the input fields that are used by the matching algorithm. The product includes a limited number of licenses for administrative users to access the Data Quality Administration views, manage batch routines, review suspected duplicates identified during batch processing and merge duplicate records into a single record. Product Requirements, Restrictions and Dependencies Siebel Data Quality Matching Server can be used with any Siebel eBusiness Application that includes Account, Contact or Prospect business components. To identify duplicates in real time at the time of data entry, customers must purchase additional Siebel Data Quality Named Users for each user that would interact with the real time feature. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 25 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Pricing Requirements None Key Functionality Identifies duplicate and suspected duplicate accounts, contacts, and prospect records in real-time or batch modes. Pre-built matching rules libraries. User-defined search and matching thresholds. Unicode-enabled matching engine based on “best-in-class” technology. Supports 19 languages and is double byte enabled. Siebel D&B Integration Solution Intended Audience: Existing Siebel customers and non-customers who want to take advantage of D&B and Hoover’s data from within Siebel Business Applications. Unit of Measure: Named User Product Description: The Siebel D&B Integration Solution enables customers to access D&B’s marketing data - covering more than 75 million organizations around the world – and Business and Credit Reports, as well as Hoover’s comprehensive, up-to-date business intelligence database of over 12 million companies, both public and private, including in-depth coverage of 40,000 of the world’s top enterprises, and information on 225,000 corporate officers and 600 industries from within Siebel Business Applications. Siebel D&B Integration Solution includes an enhanced Siebel data model with new views, screens and business objects that helps customers improve results and effectiveness by enabling sales, service and marketing organizations to: Profile an entire organization for targeting decision-makers and qualifying prospects View an organization’s credit background to assess credit risks by linking directly to D&B credit reports worldwide from the Siebel application View an organization’s Hoover’s report within Siebel to easily locate in-depth analysis of company overview and history, news, key people, locations, products and operations, competitors and financials. Identify new opportunities within a company’s extended corporate family Use D&B information as customer master data to populate new Siebel account and contact information Use flexible querying to find companies and business contacts that meet target criteria Aggregate opportunity information for related companies at any level in the corporate family tree using the D&B D-U-N-S Number Display the corporate family tree based on the D&B D-U-N-S Numbering system using an Explorer View Whenever D&B data needs to be loaded or reloaded into Siebel Business Application, the D&B Account tables and the Siebel Account tables in the Siebel database must first be updated. Siebel D&B Integration Server (included with the Siebel D&B Integration Solution) provides the mechanism to accomplish such update by supplying three prebuilt server components: D&B Update Manager (D&B): Moving D&B marketing data from the staging table into the normalized D&B Account tables, which are the basis for the D&B All Accounts View. D&B Update Manager (Siebel): Updating the records in the Siebel Account tables for accounts with matching D-U-N-S numbers. D&B Update Manager MultiTask, is also provided. This component can be used in place of D&B Update Manager (D&B) or D&B Update Manager (Siebel) to run the update using multiple, parallel processes Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 26 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Dynamic Catalog Intended Audience: Sales professionals Unit of Measure: Named User Product Description: Siebel Dynamic Catalog enables an end user to use the advanced product selection views under the quote and order screens. These views provide easier ways to select products: Drill into the hierarchical catalog to see the multi-tier structure of product categories and subcategories. Search for products by their price and attribute values to quickly find products that match the customer’s requirements. Select product from previously created template orders to save time when selecting commonly ordered items Select from a customer’s existing assets and initiate an update, delete, suspend or resume order. This option also filters the displayed products to only those that the customer can purchase by executing the eligibility rules defined for the product in the context of the current customer or prospect. This avoids wasting time on products and promotions the customer cannot have and ensures that a valid order is created. A key feature of the Siebel Dynamic Catalog is the automatic display of up-sell and cross-sell messages as products are selected. Products are suggested based upon rules defined by marketing administrators. It is also possible to integrate the recommendation algorithm with an external intelligent marketing tool. The displayed messages can be accepted and rejected with a single click. Responses are stored in the marketing database for later analysis and can be used to suppress display of the same message next time the customer calls. Siebel Dynamic Pricing Intended Audience: Sales professionals, marketing managers and customer service agents Unit of Measure: Named User Product Description: Siebel Dynamic Pricer enables an end user to leverage advanced pricing rules when creating a quote, order or agreement. Using Siebel Dynamic Pricer, organizations can deploy complex pricing rules—providing specialized pricing by product, account or other criteria—enabling organizations to create pricing strategies that meet their needs and the needs of their customers. Siebel Dynamic Pricer automatically calculates an accurate price to the customer as the quote or order is created. The user can drill down into any calculated price to see the price waterfall and review the price adjustments and discounts that were applied. Siebel Email Marketing Server, Professional Edition Intended Audience: Direct marketing managers; interactive marketing managers; campaign managers Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 27 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Unit of Measure: Physical Server Product Description: Siebel Email Marketing Server, Professional Edition is a complete, high-volume and scalable, outbound permission-based email communications platform. It integrates with an organization’s existing architecture, including existing customer database(s), and enables users to create and deliver highly personalized messages to their opt-in list(s). It provides a highly scalable and automated solution for content generation and delivery; processing, categorizing and taking action on bounced email messages; tracking message open actions (for HTML messages); tracking click-throughs for embedded links and redirecting the user to destination Web page; and automatically processing requests to subscribe or unsubscribe via email or web forms. It includes an Application Programming Interface module that enables programmatic control of the Siebel Email Marketing, Professional Edition system to automate mailing tasks and to integrate tightly with other applications. Siebel Email Marketing Server, Professional Edition includes highly scalable redirect technology that processes up to 100,000 message opens and 30,000 click-through responses per hour on a single low end server. Siebel Email Marketing Server, Professional Edition provides organizations with scalable, reliable, and cost-effective outbound email architecture. Siebel Email/Web Offer Designer, Professional Edition Intended Audience: Direct marketing managers; interactive marketing managers; campaign managers Unit of Measure: Named User Product Description: The Siebel Email/Web Offer Designer will allow the user to create dynamic HTML messages within the Siebel application. The toolbar will allow the user to access functionality to both design and edit HTML content as well as define personalization elements within the message. With an easy to use interface and access to traditional editing features, users will now be able to design emails without the use of a third party editor. Editing features include access to web-ready fonts, colors and inserting capabilities. For personalizing messages, the new editor allows the user to create if/else statements from drop down menus. Conditional content can be created from the toolbar with full access to customizable elements within the toolbar. Additional Notes: Siebel Email Marketing Server Professional Edition is required to provide automated bounce handling, click-through and message open tracking and one-click unsubscribe capabilities. Siebel Email Response Intended Audience: Call Center/Email Response employees and administrators Unit of Measure: Named User Product Description: 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 Email Response also reduces an organizations total cost of ownership by offering enterprise workflow capabilities, advanced reporting analytics, and robust natural language processing for consistent, accurate responses. Siebel Email Response is the only application that enables companies to maintain a consolidated view of the customer across multiple channels as it seamlessly integrates with all Siebel eBusiness Applications. By providing organizations with a comprehensive customer view, agents can increase customer loyalty and retention because they are more knowledgeable about customer needs and can more quickly resolve customers’ concerns. Siebel Email Response and Siebel eBusiness Applications enable organizations to provide more cost effective, consistent service and responses to customer inquiries across all communications channels including email, phone, Web, and face-to-face. Siebel Email Response is an integral component of the base application as well as Siebel Industry Applications. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 28 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Email Response in conjunction with Siebel Smart Answer for Email Response can automatically identify the concepts found in questions of inbound email messages (See Siebel Smart Answer for Email Response for more detail) and combine with other customer information, including customer value, to drive the email routing process. This allows organizations to deliver customer communications to the most capable agents based on the skills and expertise required by the customer’s request, eliminating the manual routing process or cumbersome keyword-based routing rules employed by most organizations. Siebel Email Response includes spell-checking capabilities that can be leveraged throughout all Siebel eBusiness Applications to ensure that all customer facing text communications, including email, fax, and other customer content items are free of spelling mistakes. This spell-checking engine can be automatically triggered as email messages are sent by agents, ensuring that the messages are professional in appearance, or it can also be used in other Siebel eBusiness Applications by simply selecting a text field and invoking the spell-checking capability. This module includes dictionary files for most common international languages. Email processing capabilities are fully integrated into Siebel Workflow. By leveraging the Siebel Workflow Process Designer, administrators can graphically layout, visualize, and modify their email processing workflows without having to write any custom code. This improves the email response system's flexibility in handling custom business requirements and enables organizations to respond quickly to changes in business processes. Finally, Siebel Email Response combined with Siebel Service Analytics provides a pre-built dashboard of email reports enabling users to quickly take action based on any trends they may identify. This ability to seamlessly move from insight to action results in improved customer satisfaction, decreased response times, and improved productivity. Reports such as “Number of Emails by Owner/Status,” and “Trend Analysis” allow contact centers to maximize staffing efficiency. Other reports such “Emails by Priority” and “Emails by Category/Account” can help determine potential product or customer issues before they cause significant damage. All reports focus on providing contact centers with the information and insight they need to effectively manage the email communication channel and maximize customer satisfaction. Key Functionality Email routing and queuing, auto-acknowledgement of emails, email response templates, spell-checking, workflow process design and management Siebel Employee Self-Service Intended Audience: Employees (of any function) within a corporation. The administrators will primarily be human resources professionals and HR IT specialists. Unit of Measure: Named User Product Description: Siebel Employee Self-Service allows users to perform HR and other self-service transactions using the web. These transactions include personal data changes (address, phone, name) or personnel actions (transfers, promotions, etc.). HR administrators may also build or edit self-service process flows using a graphical designer, including approval sequences and routing. Employees can submit self-service requests, and track the status of approvals. Siebel Enterprise Selling Process (ESP) Intended Audience: Field Sales Professionals, Account Managers Unit of Measure: Named User Product Description: Siebel Enterprise Selling Process (ESP) supports key steps in the Enterprise Selling Process methodology from Siebel MultiChannel Services. Siebel ESP is a best practice for penetrating and growing large (e.g. enterprise and global) accounts. Note: This software module is designed for users who have been trained on the Enterprise Selling Process methodology, a separately licensed Siebel service offering. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 29 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications The Siebel ESP module automates key steps in the ESP methodology. Using ESP, account managers can grow their account relationship to achieve higher revenues and greater customer satisfaction. The module automates the account planning process and improves coordination across the account team. Account managers use Siebel ESP to assess how well they have penetrated key units in the account, in order to identify cross-sell and up-sell opportunities. Siebel ESP also helps account managers to develop key executive and partner relationships. Finally, the module automatically generates an account plan report that keeps the team on track to achieve their account goal and objectives. Key Functionality Automated account planning, including: goal, value proposition, key objectives and related actions Lead and opportunity identification through analysis of the account’s key business initiatives Assessment of account penetration by mapping offerings to key units in the account Development of the partner and relationship strategy Automatic creation of hard copy ESP reports including the Account Map and Account Plan Key Views & Screens ESP Account Plan Highlights, ESP Objectives, ESP Objectives – Action Plan, ESP BU/SU Overview, ESP Offerings, BU/SU Offering Summary, ESP Organizational Analysis, ESP Partners, ESP Manager’s Review Siebel Events Manager Intended Audience: The typical users of this product are marketing managers, event planners, and sales representatives. Unit of Measure: Named User Product Description: 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 Events consists of two primary products: Siebel Events Manager, an employee facing application for planning, managing and executing events and Siebel Events, an out-of-the-box and fully configurable events web site that supports online registration and payment, event selection and session management. Siebel Events Manager provides organizations an easy way to create, edit and manage events and event sessions, manage venues and vendors, develop and manage activity plans and resources, track associated collateral and event physical assets, track costs, revenue and assess performance and register attendees. The value proposition to organizations is an ability to track critical event specific items and close the loop with sales and marketing campaigns. For example, large fortune 100 companies typically outsource the event management functionality to services firms. Owning Siebel Events will allow them to track critical event specific items in house and allow for greater leverage in terms of cost control over services firms. In addition, organizations will be able to improve the overall quality an event and thereby raising customer satisfaction and achieving higher levels of event specific goal achievement. Pricing Requirements The employee facing portion of Siebel Events, Siebel Events Manager, is priced on a named user basis. The customer-facing product, Siebel Events, is priced on a concurrent user basis. Does not include web surveys, which can be added with the Siebel SmartScript option. Key Functionality Key functionality includes: Event Creation, Online Registration, Event Calendar, Event Session Registration, Materials Tracking, Event Staffing, Session Staffing, Event Partner Tracking, Event Activity Plans & Event Activities, Budgeting, Revenue Tracking, Event Vendor Management, Event Attendee Management, Event Venue Management Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 30 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Field Service Intended Audience: Service managers, technical support, field engineers, service sales reps, dispatchers, contract administrators, service marketing, logistics managers, parts analysts, warehouse and depot repair personnel Unit of Measure: Named User Product Description: 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. This application enables organizations to deliver world-class customer service during the entire problem resolution process, whether it requires dispatching one or multiple engineers and one or multiple service parts. Fully optimized field service processes provide critical, updated information and the necessary tools to handle any field service situation. Key Functionality 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, Problem and Solution Management, Global Time Zone, Audit Trail, Order Entry, RMA/Returns, Service Inventory, Parts Browser, Customer Dashboard, Message Broadcasting. Siebel Forecasting Intended Audience: Sales representatives, sales managers, sales executives, account managers, product managers, and project managers Unit of Measure: Named User Product Description: 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. The module’s Revenues views provides the capacity to define detailed revenue line items and scheduled revenue streams associated with accounts, opportunities, agreements, products, employees, partners and projects. Revenue data may be queried in real-time for up-to-theminute analysis of current market demand, pricing, costs, and margins or actual revenue vs. plan. Module comes complete with summary graphing capability for at-a-glance analysis of revenue by type, class, sales stage, period, product, and much more. Siebel Forecasting also allows the serial capture of the organization’s revenue picture over time for historic reference and time series analysis through the Forecasts views. The forecasting module supports multiple forecast series, defined-participant visibility, custom period definition, multi-dimensional query and multiforecast analysis. The module supports matrixed sales organizations’ complex forecasting needs. Forecast query arguments and date parameters are established for each forecast series in the Forecast Administration views. There is no limit to the number of forecast series that may be created. Each series may be given a virtually unlimited number of dates, determined by the series interval setting—e.g., daily, weekly, monthly, etc., —on which the forecast may run. A unique revenue date range may be set for each of the forecasts scheduled. Query rules are set easily by an Administrator in the series’ search specification fields allowing for multiple forecasts, such as, by product, product line, type, class, sales stage, or sales division. Choose from either summary or detail revenue rollup mode options depending on the business process requirements. Multiple adjustment methods are supported, either in the aggregate or the detail level, and manager adjustments are saved and shared with superiors. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 31 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications The optional Enhanced Siebel Reports Server module, also new in Siebel 7, gives sales professionals and managers an economical, analytical solution to tabulate, summarize and graph revenue data with easy-to-use ad hoc query and pivot table features. Users simply click, drag-and-drop revenue dimensions such as sales rep, product, sales stage, and division onto a spreadsheet interface, add calculation fields and then graph, export the file to other applications, or publish the results in .PDF format. Requires Siebel Reports Server. Product Requirements, Restrictions and Dependencies None Pricing Requirements None Key Functionality Siebel Forecasting provides broad revenue tracking and reporting capabilities. Major product features include: Multiple (child) revenue records for Accounts, Opportunities, Agreements, Projects, Products, Partners, Contacts and Employees. Unique revenue close dates, sales stages, probabilities, types and classes under a single opportunity or account. Enables real-time, ad hoc queries against revenues. Built-in wizard for calculating and creating new serialized revenue records. Create or update opportunity revenues via Siebel Quotes. Auto-Quote from product revenue estimates. Revenues viewed in a list, spreadsheet, or chart view. Views are user-definable using run-time controls such as columns displayed or pre-defined queries. At-a-glance summary of revenues by product, product line, period, margin, win probability, and more in the graph view. Support for team and matrix selling revenue credit splits. Support for product and product quantity forecasting. Auto-forecast creation for positions not submitting a forecast. Managerial adjustment to subordinate’s forecast summary or details. Forecast in either summary or infinite detail modes and with or without mid-management participation. Siebel Handheld for Windows Intended Audience: Field sales staff, executive sales staff, executives, knowledge workers. Sales people who conduct surveys, conduct lead generation, manage accounts and contacts, and develop quotes and orders. Mobile field technicians. Enables field technicians to reduce on-site service times, improve on-site service levels through access to steps, instructions and asset details, shorten billing cycles by quickly debriefing time, expenses and parts movements, and to reduce service inventories and resources required to service customers. Unit of Measure: Named User Product Description: Siebel Handheld for Windows includes both Siebel Sales Handheld and Siebel Service Handheld. Siebel Sales Handheld 7.5 for Windows offers the rich functionality of Siebel eBusiness Applications, coupled with the convenience and simplicity of Microsoft WindowsTM handheld devices. This product gives sales professionals immediate access to critical data anytime and anywhere as their business demands. As a key element of a multiplatform Siebel eBusiness Applications deployment, Siebel Sales Handheld helps sales organizations achieve the goal of seamless customer service and support. Siebel Service Handheld for Windows helps field technicians increase their productivity and effectiveness by more efficiently managing information while away from the office. Field technicians can use Siebel Service Handheld to instantly access service requests and activities and related details. The field technician can review, update and add activities and service requests, generate orders and invoices, track parts, and close out their jobs. Product Requirements, Restrictions and Dependencies Siebel Handheld for Windows are certified on a specific list of Windows® supported devices. Refer to the Siebel Product Availability Matrix for a current list of certified devices. All server components that are licensed as part of the Siebel desktop are available free of charge to the Siebel Handheld user when licensed as Standalone module. Key Functionality Siebel Sales Handheld Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 32 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Sales client for Microsoft Windows devices, robust synchronization, flexible synchronization filtering technology, printing and integrated file backup. Siebel Service Handheld Access to key service technician screens and views. Ability to view, update and insert activities and service requests, and to generate parts orders and invoices, remotely. Siebel HelpDesk Intended Audience: Level 2-3 HelpDesk Service Staff across IT, HR, shared services, and/or other internal service functions. Unit of Measure: Named User Product Description: Siebel HelpDesk provides the tools to effectively enable support technicians to manage their queue of assigned service requests – including Incident Management, Problem Resolution and Change Tasking. This application would typically be used to assist the support specialist in providing second or third-level support. The assignee designated to manage and resolve a specific service request can use these tools to resolve and close the service request or reassign the service request to another assignee. The assignee may change multiple times during the life of the service request. Product Requirements, Restrictions and Dependencies This product can operate as a standalone application and does not require Siebel base seat End-users filing Service Requests over the web require named-user licenses of Siebel HelpDesk Online. Pricing Requirements None Key Functionality Managing assigned service requests, changing service request status, closing service requests, attaching solutions to a service request and adding updates. In addition, the support specialist can initiate and track service requests, ask Frequently Asked Questions (FAQs), use the Natural Language Search engine and Trouble Shooting guides to find solutions and initiate Live Web Assistance with an agent. Additionally, Alerts Online and Assets Online can be used to view outage information and inventory assets. Siebel HelpDesk Online Intended Audience: Employees (of any function) within a organization Unit of Measure: Named User Product Description: Siebel HelpDesk Online provides a web-based support portal solution enabling users to service their own support needs quickly and effectively. With Siebel HelpDesk Online, employees can resolve problems themselves by using a full suite of tools including Natural Language Search engine, categorized FAQs, dynamic online instructions and troubleshooting guides. Employees can submit and review service requests, and track corporate assets online. Key Functionality Employees can initiate and track service requests, ask Frequently Asked Questions (FAQs), use the Natural Language Search engine and Trouble Shooting guides to find solutions and initiate Live Web Assistance with an agent. Additionally, Alerts Online and Assets Online can be used to view outage information and inventory assets. Siebel Householding, Professional Edition Intended Audience: Business users of all applications (sales reps and managers, call center agents and managers, customer service representatives, channel managers) Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 33 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Unit of Measure: Named User Product Description: 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. Attachments, notes, service requests, sales opportunities, assets, and activities can all be associated with households. Siebel Incentive Compensation Management Intended Audience: Finance, Compensation, Sales, IT, HR Unit of Measure: Named User Product Description: Siebel Incentive Compensation Management enables companies to boost corporate performance by aligning corporate strategy with the compensation plans that drive employee and partner behavior. Siebel Incentive Compensation Management offers the flexibility to handle a wide range of compensation plans that can differ significantly across industries. Key Functionality Includes compensation plan management, compensation calculation, compensation reporting, compensation modeling to project the cost of compensation Siebel Logistics Manager Intended Audience: Logistics Managers, Warehouse Managers, Parts Analysts, Field Engineers, Service Managers Unit of Measure: Named User Product Description: 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 eBusiness solution then monitors stock and issues replenishment orders as required. Product Requirements, Restrictions and Dependencies Requires Siebel Field Service option. Key Functionality Order fulfillment engine, replenishment engines for automatic parts restocking, pick ticket generation, cycle counting engine for physical inventory Siebel Market Development Funds Intended Audience: Channel Executives, Channel Managers, Marketing Executives, Marketing Managers, Brand Managers, Finance Managers Unit of Measure: Named User - Included in Siebel CRM Professional Edition Market Automation base option Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 34 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Product Description: Siebel Market Development Fund enables partner organizations to fully automate the process of creating, managing, and approving market development funds (MDF). Partner managers easily can create either fixed or accrued MDF budgets, assign partners to a specific fund, and approve fund requests that are routed to them automatically. Partner users can submit fund requests, check the status of a pending fund request, and track approved expenditures against each fund. Partner managers also can generate reports on how funds have been spent by region, vertical, time period, partner, category, or campaign, thereby allowing them to better measure the effectiveness of MDF spending. Product Requirements, Restrictions and Dependencies MDF requires a Siebel base application. Included in Partner Manager base application. Pricing Requirements None Key Functionality Siebel Market Development Fund enables partner organizations to automate the process of creating, managing, and approving market development funds. Siebel Intended Audience: Marketing Executives, Marketing Managers, Brand Managers, Finance Managers Unit of Measure: Named User – Included in Siebel CRM Professional Edition Market Automation base option Product Description: Siebel MRM helps make a marketer’s life more effective and efficient. It automates many of the operational tasks so that marketers have more time to focus on the strategic and creative elements that drive marketing success. Highlights of Siebel MRM include: Marketing Planning – Siebel MRM provides a unified platform and processes to streamline marketing planning and improve alignment with corporate goals. Marketers have direct visibility into which programs were the most successful in a particular region or for a particular brand, for example. This insight can then be used to enable fact-based planning, as opposed to ad-hoc resource allocation. Siebel MRM provides a consistent methodology and common language for capturing and sharing business objectives, plans, tactics, and metrics across the enterprise. Siebel MRM supports multiple organizational planning hierarchies including those based on time periods, business units, product lines, brands or other management structures. It also supports multidirectional collaborative planning processes that benefit from broader input from internal and external participants within the marketing ecosystem. For each plan, a marketer or team can set goals and objectives, define proposed tactics, estimate costs and results, and attach supporting documents such as business justifications and program briefs. Organizations can also define automated workflows to streamline and expedite the approval process for marketing plans and tactics. Project Management and Collaboration – Siebel MRM provides robust project management capabilities, such as the set-up, organization and sharing of project-related schedules, tasks and resources. These project plans can be linked to specific marketing tactics to provide granular information about tactic development activities and schedules. It allows marketers to more effectively manage and collaborate on projects such as collateral and advertising development or market research. Project plans can be shared with internal employees or, through the Partner Portal, with external team members such as agencies, vendors or partners. . Individuals working on a project can share detailed information such as activities, risks, and status reports. Gantt charts of relevant projects are presented in the home page of each MRM user, for a visual indication of current project status and timelines. In addition, Siebel MRM supports bi-directional synchronization with Microsoft Project. Marketing Calendar - Using the enterprise marketing calendar, employees can easily gain visibility into all the marketing activities being planned across the company or within their organization. Users can utilize the timeline options to view the calendar by months, weeks, or days, and the query function allows users to easily filter the activities for specific criteria such as region, date, product line, or program type. In addition, the marketing calendar provides the ability to expand or collapse items displayed on the calendar so that users can see the desired level of detail. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 35 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Fully integrated with Siebel Marketing execution modules – Siebel MRM has native connections to other Siebel Marketing execution modules. This provides the industry’s only platform that can deliver the full closed-loop marketing process, from planning and execution to analysis and refinement of marketing activities. Complete application solution – By providing robust out-of-the-box functionality that can be easily deployed, Siebel MRM can reduce marketing planning cycles by increasing productivity. The net result: organizations can better capture new market opportunities. Insight-driven marketing business processes – Siebel MRM enables organizations to get more from their marketing investments by aligning strategic and tactical direction, creating accountability by measuring results, and taking action by eliminating non-strategic or non-performing activities. These benefits can all be achieved without sacrificing the organization’s capacity to quickly capture new market opportunities. Marketing organizations will finally have a common language, platform, and set of processes to create internal accountability and external consistency of marketing messages. Product Requirements, Restrictions and Dependencies Requires Marketing Automation base application Pricing Requirements None Key Functionality Siebel Marketing Resource Management (MRM) enables marketing organizations to manage the marketing planning and budgeting process. Siebel Message Broadcasting and Alerts Intended Audience: Sales professionals, marketing managers and customer service agents Product Description: 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. Siebel Partner Manager, Professional Edition Intended Audience: Channel managers, employed by brand owner. Examples are Channel Sales Managers, Channel Marketing Managers, Channel Service Managers, Channel Executives, Channel Operations Managers Unit of Measure: Named User Product Description: Siebel Partner Manager Professional Edition enables employee users to manage channel and alliance partners as extended sales, marketing and service teams. Partner Manager includes all functionality of Siebel Sales and Siebel Service, plus specific partner management functionality such as Partner Administration, administration of Market Development Funds, CHAMP planning, and organization and management of partner relationships using unique partner screens and Views. Siebel Partner Manager Professional Edition empowers channel managers, through a single platform, to manage all partner interactions and gain full visibility into their partner community. Siebel Partner Manager Professional Edition is a full-featured application that allows partner managers within brand-owner organizations to effectively manage the entire partner lifecycle management process—from recruitment, registration, profiling, certification, joint planning, execution through partner performance measurement and analysis. Siebel Partner Manager enables organizations to maximize the revenue generating capacity of all distribution and partner channels. It provides support for multiple partnering models including: Resellers, Brokers, Dealers, Agents, Distributors, Service providers, Alliance partners, OEMs, etc. Siebel Partner Manager, Professional Edition is designed to work in collaboration with Siebel Partner Portal. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 36 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Performance Management Intended Audience: Siebel Performance Management provides comprehensive process support for periodic objectives, reviews, and ongoing career planning between employees, managers, and HR. Unit of Measure: Named User Product Description: Siebel Performance Management makes Employee Self-Service for Performance Management a reality. It supports the full performance cycle, from reviewing executive objectives, initial objectives-setting, 360-degree feedback, workflows for approval, mid-period review, anytime-tracking of job paths and career requirements, final reviews and submissions by employees, and various supported approval workflows. The product is based on a powerful skill/competency model that helps employees create Individual Development Plans and helps managers plan their organizations by evaluating current skill gaps. Product Requirements, Restrictions and Dependencies This product can be sold as a standalone application or in conjunction with other Siebel applications. There no product dependencies or other special considerations. Siebel Preventive Maintenance Intended Audience: Field engineers, service managers, dispatchers, technical support, service sales, service marketing. Unit of Measure: Named User Product Description: 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. Product Requirements, Restrictions and Dependencies Requires Siebel Field Service option. Key Functionality Preventative Maintenance Plans based on time, usage, measurement thresholds or abnormally high service request frequency. Centralized collection of PM histories. Siebel Proposals & Presentations Intended Audience: Sales and call center organization employees, service employees, and channel sales representatives, partners and managers. Proposals and Presentations functionality supports a broad range of industries including financial services, pharmaceuticals, technology, and manufacturing. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 37 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Unit of Measure: Named User Product Description: 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. The user first selects an opportunity or an account, creates a new proposal or presentation, selects a predefined template, and submits the request to the server. The template can consist of multiple sections, and each section can be one of the many types supported. The presentation templates are similar to those in proposals, except that a presentation section may include multiple slides and support presentation specific types like Two-Column Slide, and Bullet Slide. The document server assembles the components of the template and includes the appropriate contents from an opportunity or account. Unless the user chooses to edit the proposal, no additional application software is necessary. Product Requirements, Restrictions and Dependencies A dedicated instance of object manager running in Windows is needed when deploying Siebel Server in AIX or Solaris platforms and recommended when running a Windows platform. Requires MS Word/PowerPoint in the Web Client if the user chooses to edit the document. The Mobile Web Client must necessarily have MS Word/PowerPoint installed in the client. Pricing Requirements The customer should procure the appropriate license of MS Word/PowerPoint to run the application in a server that processes requests of multiple users submitted from Web Client. Key Functionality Generate and view documents based on customizable, pre-built templates from Siebel Web Client. Submit the requests to the server to generate a proposal or presentation. Without any additional clientside application software, view the correspondence in the Web Client in HTML. Sales professionals and managers can create proposals and presentations for various business scenarios. The administrator can customize the pre-built templates or create new templates to suit the custom requirements. Siebel Quality Management Intended Audience: Users involved in managing all phases of product releases, including those involved in reporting, reviewing, or inquiring about product quality issues Unit of Measure: Named User Product Description: 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. Users can relate a change request to a service request so that customers are kept abreast of the status. Users can identify and associate solutions with change requests to leverage the organizations cumulative experience. Users can attach any type of documentation or product literature to a change request record so that the service team has all the information they need to resolve a customer issue. Finally, users can analyze trends in change requests over time across multiple dimensions and generate executive reports without leaving the application. Siebel Quality Management also enables companies to manage a complete release management cycle. It offers release features that enable product organizations to manage the development cycle from its initial product feature definition stage through detailed product testing and then ultimately to high quality product release. Siebel Quality Management’s release management features allow organizations to communicate product descriptions and priorities throughout the organization, allocate engineering resources and tasks, and manage quality assurance activities for product validation. Siebel Quality Management’s release management features are tightly integrated with its change management features to offer powerful end-to-end release and change management control. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 38 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Key Functionality Provides comprehensive defect tracking capabilities and allows service teams working across the enterprise to categorize, prioritize, and dispatch product defects for resolution based on input from incoming customer service requests. Enables organizations to define and prioritize product features, and allows QA organizations to develop product test strategies and test plans. Siebel Quotes and Orders, Professional Edition Intended Audience: Field Sales representatives, Sales administrators, Call Center agents, Field Service representatives, and Channel Managers (employed by brand owner) Unit of Measure: Named User Product Description: Siebel Quote and Order Capture enables employees such as sales reps, call center agents, field service representatives and channel managers to create valid and accurately priced quotes and orders. Users can quickly prepare accurate quotes for presentation to a customer in order to move opportunities through the pipeline efficiently. This module was designed as an extension of a sales opportunity and as a step in the sales cycle, allowing for a quote to be generated from an opportunity, and then reviewed and approved by a customer before being converted to an order. Orders can either be created from a quote or directly. Advanced order types such as an update to an existing asset can also be created. Users can quickly add items such as products and services to the quote or order, and determine the price along with taxes and shipping charges. Siebel Quote and Order Capture is also integrated with Siebel Dynamic Catalog, Siebel Configurator Runtime and Siebel Advisor to provide more advanced methods of product selection and validation. To validate quotes and orders, users can perform credit checks, check for ATP (Availability to Promise), and route quotes for approvals. To check for product availability, Siebel Quote and Order Capture enables calls to external Availability to Promise (ATP) engines, which checks the quantity of goods available to be committed for delivery, in the desired delivery time frame. Several payment methods are supported, such as checks, credit cards, wire transfers, cash, and purchase orders. This module also includes integrations to CyberSource for payment processing and Taxware for tax calculations. After a quote or order has been submitted, users can query for quotes, update quotes, or revise quotes. In addition, Siebel Quote and Order Capture supports integration to back office systems. Once an order has been submitted is it possible to view and track the shipments resulting from the order. Key Functionality Allows users to create quotes and to price them correctly. Allows quotes to be generated quickly and be presented to the customer for approval. Converts quotes to orders once they have been approved. Allows employees to capture and validate orders Integrates with third-party systems to allow for order validation Displays order status information Siebel References Intended Audience: Sales professionals, marketing managers and customer service agents Unit of Measure: Named User Product Description: 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 Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 39 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Repair Intended Audience: Depot repair personnel, bench techs, service managers, parts analysts, logistics managers, field engineers, call center agents Unit of Measure: Named User Product Description: 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. Commonly used with repair orders and RMA processes, both of which are incorporated with Siebel Orders. Product Requirements, Restrictions and Dependencies Requires Siebel Field Service option. Key Functionality Full repair lifecycle tracking from RMAs, to repair activities, to return of repaired items back into stock. Siebel Scheduling Intended Audience: Dispatcher, service manager, and scheduled personnel (field engineers) Unit of Measure: Named User Product Description: Because service labor represents a significant cost within most service businesses, scheduling optimization can deliver some of the highest ROI results. Siebel Scheduler provides major efficiency gains by enabling automatic assignment of field resources to a problem based on priority, region, location, parts, skills and availability. Siebel Scheduling consists of three major features: 1. Appointment Booking System: Allows customer service representatives to automatically schedule future customer visits without exceeding current labor capacity. (i.e.- without “double-booking”). Appointments based upon a “window” of time can be promised to the customer with granularity in hours or morning/afternoon. 2. Schedule Optimization Engine: Optimizes deployment schedules based upon business-defined rules, such as minimizing travel and labor cost, while ensuring contractual commitments are met. High priority calls can be immediately scheduled resulting in the reassignment of lower priority calls. Schedules are optimized in real-time or in batch-mode based upon business-defined criteria to ensure right-time, right-place, rightpart, right-skill, and right-person scheduling. 3. Contract Scheduling: Allows for fast identification, assignment and scheduling of emergency service activities requiring immediate response. Product Requirements, Restrictions and Dependencies Each Named User of Siebel Scheduling requires a Named User of one or more of the following; Siebel Field Service, Siebel Service Handheld, Siebel Service Wireless, or Siebel Mobile Connector. While each user of Siebel Scheduling does not require Siebel Field Service, the customer must have a deployment of Siebel Field Service to administer Siebel Scheduling. Key Functionality Appointment booking, labor optimization engine based upon business defined rules, contract service scheduling Product Requirements, Restrictions and Dependencies Included in the Siebel CRM Professional Edition base option (Sales, Marketing or Service) Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 40 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel SmartScript Intended Audience: Employees (e.g. Call Center agents) using an employee-facing application (like Siebel Call Center) Unit of Measure: Named User Product Description: Siebel SmartScript accelerates agent effectiveness with a workflow-based, dynamically generated user interface that helps guide every interaction with a customer. Siebel SmartScript can be invoked automatically several ways, such as based upon business rules, through screen pops, by Siebel CTI, or programmatically. By providing agents with a complete set of call script tailored to their customers’ needs, businesses ensure the quality of calls, prevent data-entry errors, and reduce training times. Siebel Solutions Intended Audience: Customer service agents , call center agents and managers Product Description: 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 Strategic Selling Intended Audience: Field sales professionals Unit of Measure: Named User Product Description: The Siebel Strategic Selling software module provides full support for the Strategic Selling sales methodology from Miller Heiman. Sales professionals can reinforce and use the Strategic Selling training curriculum within the Siebel eBusiness application suite; using their sales methodology and their sales tools together to more effectively close new business. This software module provides contact analysis for buying influences including their win-results, an assessment of the opportunity versus the ideal customer criteria and automatic generation of hard copy Strategic Selling reports including the Blue Sheet. Note: This software module is designed to be used in conjunction with the Strategic Selling methodology, a separately licensed product offering from Miller Heiman, Inc. Product Requirements, Restrictions and Dependencies None Pricing Requirements None Key Functionality Analysis of key buying influences in the deal Assessment of how the account compares to the Ideal Customer Development of an action plan to win the deal Key Views & Screens Possible Actions, Best Actions, Position Summary, Buying Influences, Single Sales Objective Siebel Store-and-Forward Messaging Intended Audience: Users of mobile Siebel user require real-time updates of Siebel to their mobile device. Unit of Measure: Named User Product Description: Siebel Store-and-Forward Messaging and Siebel Handheld applications work together allowing you to perform critical business processes. For instance, a mobile technician using the Siebel Service Handheld application together with Siebel Store-and-Forward Messaging can receive a dispatched activity, acknowledge the activity, update the activity.s status, move parts, or debrief the assigned activity. During this process, Siebel Store-andSiebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 41 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Forward Messaging enables the mobile user to communicate all information, in real or near-real time, with the back-end Siebel application server. Siebel Store-and-Forward Messaging provides push-based information delivery between Siebel Business applications and Siebel Handheld applications. Using Siebel Store-and-Forward Messaging, a Siebel Business application can dispatch information such as an activity and its associated data to a mobile user with a Siebel Handheld application. The changes made by the mobile user on the Siebel Handheld application are delivered to the Siebel application server via Store-and-Forward Messaging. If the handheld device is connected to the Siebel application server, the information is delivered immediately; if the device is disconnected, the information is queued up in either server or client side and is delivered as soon as the device is reconnected to the server. Siebel Store-and-Forward Messaging makes sure data is delivered and delivered only once with the use of IBM WebSphere MQ Everyplace queuing system. The MQe queuing system is supported on wireless or wired networks that can provide TCP/IP connections. Siebel Target Account Selling (TAS) Intended Audience: Field Sales Representatives, Field Sales Managers Unit of Measure: Named User Product Description: 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. The Siebel Target Account Selling software module helps sales professionals assess their opportunities and competitive position; develop their competitive and relationship strategy; identify customer milestones; and execute and test the close plan. The module provides methodology reinforcement, including a TAS Coach that supports opportunity assessment and recommends a competitive strategy. It also includes a graphical tool for organizational analysis that helps sales professionals identify key players and develop a relationship strategy that leverages the politics in the customer organization. Finally, the module automatically generates the TAS Opportunity Plan and Initial Plan Reports. Note: This software module is designed for users who have been trained on the Target Account Selling methodology, a separately licensed Siebel service offering. Key Functionality Methodology reinforcement for opportunity assessment Automatic recommendation of a winning competitive strategy Graphical organizational analysis tool to support political alignment Automated creation of an action plan to achieve the sales objective Siebel Time and Expense Reporting Intended Audience: Siebel user required to capture and report time and expenses spent on performing Project, Opportunity and Account related activities and tasks. Examples of such users are: Call Center employees, Sales and Field Service representatives, Professional Services Consultants and Managers. Unit of Measure: Siebel Systems, Inc. Confidential September 2004 Named User Siebel Internal Use Only Page 42 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Product Description: 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. With the push of a single button, the Auto Time Sheet capability automatically assembles all the time logged against opportunity, account, and service request or project activities into a weekly time sheet. Siebel Time and Expense Reporting helps ensure timely reimbursement for all expenses, including hotel stays and mileage, while effortlessly handling complex multiple currency conversions including the euro. The Siebel Time and Expense Reporting module helps streamline the time and expense reporting and management process by eliminating manual, error prone, and time consuming processes. With this application, professional services consultants and managers, sales representatives, field services employees spend less time on administration while the organization gets better information on the total cost of sales and project performance against the budget. With AutoExpense capability, all activities that caused expenditures are captured automatically and added to the user’s newly created expense report with the push of a single button. Administrative access allows an individual’s administrator to prepare a time and expense report for his or her review, allowing sales and service professionals to focus on the customer. Project, Call Center and Field Service managers, with budget management responsibility, can view all the submitted time and expense for a given project, account and opportunity and may make any necessary adjustments to account for budget constraints. Key Functionality Time Entry and Recording at the task/activity level; Expenses Entry related to task/activity; One button Time Sheet or Expense; Automated Approval Workflow; Expense Report Status tracking; Siebel Training Intended Audience: Users of Siebel employee-facing or partner-facing applications Unit of Measure: Named User Product Description: Siebel Training is a comprehensive Learning Management System (LMS) that allows organizations to host, manage and deliver all training programs across the enterprise. It provides centralized registration and tracking for training courses, including instructor-led training, self-paced learning and live Web-based education. By enabling companies to create a comprehensive view of all their training programs, Siebel Training helps administrators to better manage and track training efforts. Employing the same architecture used by other Siebel eBusiness Applications, Siebel Training enables companies to deliver training on a global scale and to build critical skills among customers, partners, employees and suppliers. Key Functionality Personalized User Interface, Online Course Administration and Registration, Course and Curriculum Management, Skills Testing and Certification Product Views & Screens Courses View, Classes View, Associated Courses View, Materials View, Class Schedule View, Current Enrollments View, Topics View, Objectives View, Course Launching View, Add Enrollments View, Partner Enrollments View, Curriculums View, Training Locations View, Test Questions View, Tests View, Test Results View, Training Library View, Training Homepage View, Find Courses View, Find Courses by Job Role View, Find Courses by Location View, Find Curriculums View, Find Curriculums by Job Role View, View Your Class Schedule View, View Your Course Schedule View, View Your Curriculums View, New Courses View, Managers Views , My Team’s Enrollments View, My Team’s Curriculums View Siebel Wireless Intended Audience: Contract or remote sales forces that spend a large amount of time in the field and have a need for immediate wireless access to critical, changing sales information. Contract or remote service organizations that spend a large amount of time in the field and have a need for immediate wireless access to critical, changing customer service information. Unit of Measure: Named User Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 43 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Product Description: This product now includes both Siebel Sales Wireless and Siebel Service Wireless. Siebel Sales Wireless helps sales professionals increase their productivity and effectiveness by wirelessly accessing information while away from the office. Sales 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 sending correspondence. Siebel Sales Wireless offers seamless integration into the Siebel architecture and supports WML and HTML browsers running on a variety of wireless-enabled PDAs, RIM Blackberries, and mobile phones. Support for other browser types, such as i-mode browsers, is also available through simple configuration. Siebel Service Wireless helps service organizations increase customer satisfaction and shorten service cycles by more efficiently dispatching and sharing critical information with field-based service teams. Mobile service technicians can use Siebel Service Wireless to perform tasks such as viewing and acknowledging activities and service requests, searching for and reviewing account and order information, and tracking parts used to complete an activity. Siebel Service Wireless offers seamless integration into the Siebel architecture and supports WML and HTML browsers running on a variety of wireless-enabled PDAs, RIM Blackberries, and mobile phones. Support for other browser types, such as i-mode browsers, is also available through simple configuration. Product Requirements, Restrictions and Dependencies Wireless-enabled mobile devices with WML, HTML, or other wireless browsers. Key Functionality Wireless, real-time read/write access to sales opportunities, account and activity information, calendar and contact details, correspondence, and other critical Siebel Sales information. Wireless, real-time read/write access to service requests, activities, account and contact information and parts details. Customer Applications Siebel eCustomer Intended Audience: End-customers Unit of Measure: Concurrent User Product Description: Siebel eCustomer is a complete customer solution that combines the capabilities of Siebel WebMarketing, 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 eCustomer's marketing functionality enables organizations to effectively engage prospects and customers through the creation, execution, and evaluation of Web-based marketing campaigns. With Siebel eCustomer, enterprises can segment their customer and prospect bases; target them with personalized, dynamically generated Web or email-based communications or promotions; and assess the effectiveness and return on investment of each campaign. Siebel eCustomer provides a complete Web storefront for business-to-business and business-to-consumer selling including comprehensive personalization, catalog, keyword and parametric search, product comparison, product availability checking, content management, online order capture, and order tracking capabilities. With Siebel eCustomer, any buyer - from novice to expert - can find the right solution, easily place an order, and check the status of the order at their convenience. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 44 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel eCustomer’s service functionality allows users to receive self-service and assisted-service over the Internet. Siebel eCustomer provides end-customers with a secure, personalized experience to review service issues, order status, billing and assets, as well as resolve problems using a full suite of problem resolution tools including full-text search, online instructions, and troubleshooting. Organizations can also proactively notify customers of important events via email, track service requests when customers cannot resolve problems via self-service, and automatically inform the customer of the resolution. By deploying Siebel eCustomer, organizations can significantly improve customer satisfaction, reduce the overall cost of service, and provide full 24x7 customer service availability. Product Requirements, Restrictions and Dependencies Using Siebel WebMarketing requires of Siebel eMail/Web Offer Designer Key Functionality Web campaigns and Promotions; Product Recommendations; Product Catalog and Shopping Cart; Purchase Order Approvals; Order Status and History; Email Notifications; Content Management; Service Request Management; Order Capture, Asset Tracking; Bill Payment Key Views & Screens All views and screens from Siebel eSales, Siebel eService, and Siebel WebMarketing, plus the Siebel eCustomer Home Page View Siebel eSales Intended Audience: End-customers Unit of Measure: Concurrent User Product Description: 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. With Siebel eSales, customers have a wide variety of product selection capabilities, including a product catalog, keyword and parametric search, quick add, favorites, and templates, to find the products that meet their needs. Siebel eSales also includes product availability checking as well as comprehensive online ordering functionality to transact quickly and track order status. To address the needs of organizations that are striving to increase online revenues, Siebel eSales enables companies to sell their products and services in a manner that is personalized to each customer, and hence maximize a customer’s average order size through cross-selling and up-selling opportunities. Siebel eSales makes the ordering process simple for both business customers and consumers by remembering user information and using it for repeat visits. The shopping cart provides full support for customizable, configurable products; displays personalized pricing; and provides a launching pad for ordering processes. Summary cart information is displayed to customers when they add items to the cart so that the shopping experience is not interrupted. The checkout, registration, and order approval processes are built on Siebel Business Process Designer, making Siebel eSales extremely flexible and configurable. Integrations to CyberSource for payment processing and Taxware for tax calculations are included, enabling complete eCommerce functionality out-of-the-box. Siebel eSales can help organizations to: Reduce costs by taking advantage of the self-service nature of the Web Reduce costs by using a packaged eCommerce application that is inexpensive to deploy, maintain and upgrade Enhance customer satisfaction through seamless integration with all Siebel eBusiness Applications, including Siebel Sales and Siebel Call Center Siebel eService Intended Audience: Customers using the brand owner's web site Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 45 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Unit of Measure: Concurrent User Product Description: 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 including full-text search and online FAQs; submit and review service issues; check order and RMA status in real-time; register and manage purchases and assets; check billing status and pay bills; contact the company by email, mail or by locating the closest branch. All of this rich functionality can be delivered to customers in a secure manner. Key Functionality Create and Update Service Requests Register and Track Assets Browse through Knowledgebase Perform keyword based text Search View billing status, Request Bill Adjustments, and Pay Bills Download Product Literature Locate company stores (branches) Send email Initiate collaboration session Siebel WebMarketing Intended Audience: Campaign managers and other marketing professionals. Unit of Measure: Concurrent User Product Description: Siebel WebMarketing enables organizations to deliver highly personalized Web offers and dynamic Web surveys that are fully synchronized with marketing efforts across other channels. Siebel WebMarketing 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). Customer are greeted with a personalized greeting and presented with targeted content. Siebel WebMarketing leverages Siebel Personalization to conduct the matching of customers and content, utilizing customer profile data such as past purchases, interests, behavior, as well as demographic and geographic data. Siebel WebMarketing provides a flexible environment for the creation of personalized and interactive Web offer pages and response forms. Marketers may use the HTML editor of their choice to create HTML content for the Web offers. Web offer creation is highly flexible, allowing Web offers to have a look and feel consistent with an existing Web site. Siebel WebMarketing Web surveys provide an effective method for gathering real-time feedback, qualifying leads, and providing tailored recommendations to customers via the Web. Using Siebel WebMarketing Web surveys, marketers can design interactive surveys based on dynamic branching logic, which can tailor a sequence of questions in real-time based on customer responses to previous questions. Siebel WebMarketing Web surveys require a separate license for Siebel SmartScript. Product Requirements, Restrictions and Dependencies Siebel WebMarketing requires the Siebel Email/Web Offer Designer for Web offer design. Does not include email offers, which can be added with the Siebel Email Marketing Server option. Does not include web surveys, which can be added with the Siebel SmartScript option. Pricing Requirements Note that calculating concurrent users may depend on a combination of existing Web site visitors and campaign response rates. Also, when email campaigns are used to drive users to the Web site, email response rates will influence the concurrent user calculation. Key Functionality Siebel WebMarketing provides marketers with the ability to create highly effective Web campaigns including: Personalized web offers Dynamic Web surveys Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 46 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Real time response capture Anonymous user lead capture through information and call back request forms Literature downloads Siebel Advanced Search for Customers Intended Audience: End-customers Unit of Measure: Concurrent User Product Description: Siebel Advanced Search enhances the ability of agents to easily locate information from the corporate knowledge base. Using Siebel Advanced Search enhances the base Siebel Search capabilities by locating documents using term proximity, word stemming, advanced thesaurus, term inflection, fuzzy searching, and other advanced searching features. Siebel Advanced Search uses the Fulcrum search engine (included with Siebel Search in each named license of Siebel Sales, Siebel Service, and Siebel Call Center). Siebel Configurator Runtime for Customers Product Description forthcoming Siebel Content Publishing for Customers Product Description forthcoming Siebel Dynamic Pricer for Customers Product Description forthcoming Siebel Events Intended Audience: Customers who are part of an event campaign or they are event attendees Unit of Measure: Concurrent User Product Description: 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 Events consists of two primary products: Siebel Events Manager, an employee facing application for planning, managing and executing events and Siebel Events, an out-of-the-box and fully configurable events web site that supports online registration and payment, event selection and session management. Managing event registration can be labor intensive and costly. Siebel Events streamlines this process by providing organizations with an out-of-the-box and fully configurable events Web site and online registration system. The site provides a secure, personalized channel for event selection, registration, and payment, allowing organizations to significantly reduce the costs associated with offline event registration. Product Requirements, Restrictions and Dependencies In order to run the customer facing application customers will need to buy the Siebel Events Manager license to create and setup events. Does not include web surveys, which can be added with the Siebel SmartScript option. Pricing Requirements The "Siebel Events" product will not be available for purchase without the sale of the "Siebel Events Manager" product license key. As a note to this document please know that a named user module called "Siebel Events Manager" is available for event planners, administrators, event managers, and sales reps. This particular entry is specific to Siebel Events, which is designed and price for an organization's customers rather than its employees. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 47 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Key Functionality My Events Online Registration View My Registrations View My Open Invitations Event Session Registration Payment Searching and Finding events Siebel Reports for Customers Intended Audience: Sales organization employees, call center employees, field sales and service employees, channel partners, channel managers, purchasing department, and management Unit of Measure: Concurrent User Product Description: The Siebel Reports allows users, and customers to schedule, run in batch and interactive modes, and distribute reports using an easy to use and intuitive user interface. The Siebel Web Client users can choose to queue reports to run periodically at a pre-determined time, or to better utilize computing resources by having particularly long reports run at off-peak times. They may also share the reports within the organization and with external organizations. Siebel Reports can be deployed in Windows, Solaris, and AIX platforms. Pricing Requirements Siebel Reports Server is an integration of Actuate eReporting Server, which is a royalty bearing thirdparty product. Key Functionality Generate and view pre-built reports interactively from Siebel Application views. Run reports interactively or schedule them to run at off-peak times. Users can access reports via the web browser and grant permission for others to view. The report viewer supports navigation, search, and email functions. Administrative users may create new reports and customize pre-built reports. Siebel SmartScript for Customers Intended Audience: Customers using the brand owner's web site Unit of Measure: Concurrent User Product Description: 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. Key Functionality Provides a question and answer interface where next statement is provided based on what has been previously answered or done Guides a user through filling out an application or form on a web site Drag and drop user interface for script creation Write to and read from database to create a dynamic script Siebel Training for Customers Product Description forthcoming Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 48 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Partner Applications Siebel Partner Portal Intended Audience: Partner users, employed by partner: Partner Sales agents / managers, Partner Marketing agents / managers, Partner Service agents / managers, Partner Alliance managers Unit of Measure: Registered User Product Description: Robust web application enabling partner users to access critical information and tools to transact business with the brand owner (vendor) and common customers. Users are partner, broker, dealer, agent, distributor, reseller or OEM employees. Siebel Partner Portal provides a comprehensive, web-based partner portal designed to support all partner activities. The Siebel Partner Portal allows partners to access critical information and tools necessary to transact business with the brand owner and their customers. Siebel Partner Portal enables channel partners to conduct business effectively with their brand owner organizations by providing out-of-the-box functionality for real time information sharing, such as news and message updates, and access to relevant literature, along with comprehensive set of collaborative tools for market development funds management, opportunity and account management, eCommerce selling tools (optional modules) and service request management. Siebel Partner Portal provides partners with an intuitive, easy-to-use, web-based interface to communicate, collaborate, and conduct business effectively with its brand owner organization. Designed to work in collaboration with Siebel Partner Manager, commerce and order management functionality are extended with Siebel Partner Commerce. Product Requirements, Restrictions and Dependencies Requires, at a minimum, of one Partner Manager license. Key Functionality Siebel Partner Portal includes the following: Browse the anonymous partner portal as an unregistered user Partner recruitment and registration CHAMP joint planning with brand owner Self and company profiling Manage Activities Track and manage certifications Register as individual or register as a company Browse and download marketing and product content through information catalog Receive news and personalized partner messages Receive web/email offers and eNewsletters (Requires Siebel WebMarketing) Generate reports and charts (Requires Siebel Report Server) Track account, competitor, industry news and product information (Requires Siebel Briefings) Manage accounts and opportunities Create quotes (Requires Siebel Partner Commerce) Place orders (Requires Siebel Partner Commerce) Log service requests Submit MDF requests Search and find partners - for customers or other partners Add and manage user accounts Shop for self or on behalf of customer (Requires Siebel Partner Commerce) Personalized pricing (Requires Siebel Dynamic Pricing) Online training (Requires Siebel Training) Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 49 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Advanced Market Development Funds, SPE for Partners Product Description forthcoming Siebel Advanced Search for Partners Intended Audience: Partner Sales, Service and Marketing representatives Unit of Measure: Registered User Product Description: Siebel Advanced Search enhances the ability of partners to easily locate information from the corporate knowledge base. Using Siebel Advanced Search enhances the base Siebel Search capabilities by locating documents using term proximity, word stemming, advanced thesaurus, term inflection, fuzzy searching, and other advanced searching features. Siebel Advanced Search uses the Fulcrum search engine (included with Siebel Search in each named license of Siebel Sales, Siebel Service, Siebel Call Center, and Siebel Partner Manager). Product Requirements, Restrictions and Dependencies This partner options requires, at a minimum, one license of the corresponding “Named User” (i.e., employee-facing) program for administration and set-up of the partner-facing programs. For example, if the customer licenses Siebel Advanced Search for Partners, then the customer must license at least one Named User of Siebel Advanced Search. Siebel Campaigns for Partners Product Description forthcoming Siebel Configurator Runtime for Partners Product Description forthcoming Siebel Content Center for Partners Product Description forthcoming Siebel Dynamic Pricer for Partners Product Description forthcoming Siebel Field Service for Partners Intended Audience: Partner Users such as customer service providers Unit of Measure: Registered User Product Description: 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. This application enables organizations to deliver world-class customer service during the entire problem resolution process, whether it requires dispatching one or multiple engineers and one or multiple service parts. Fully optimized field service processes provide critical, updated information and the necessary tools to handle any field service situation. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 50 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Forecasting for Partners Unit of Measure: Registered User Product Description: Siebel Forecasting for Partners enables channel partners to generate forecasts of their revenue projections. The data that partners can create forecasts on is restricted to what is accessible to their own organization. Revenue data may be queried in real-time for up-to-the-minute analysis of current market demand, pricing, costs, and margins or actual revenue vs. plan. Siebel Forecasting also allows the serial capture of the partner organization’s revenue picture over time for historic reference and time series analysis through the Forecasts views. The forecasting module supports multiple forecast series, defined-participant visibility, custom period definition, multi-dimensional query and multi-forecast analysis. Product Requirements, Restrictions and Dependencies This partner options requires, at a minimum, one license of the corresponding “Named User” (i.e., employee-facing) program for administration and set-up of the partner-facing programs. For example, if the customer licenses Siebel Forecasting for Partners, then the customer must license at least one Named User of Siebel Forecasting. Can only be sold with Siebel Partner Portal Key Functionality Siebel Forecasting provides broad revenue tracking and reporting capabilities. Major product features include: At-a-glance summary of revenues by product, product line, period, margin, win probability, and more in the graph view. Auto-forecast creation for positions not submitting a forecast. Managerial adjustment to subordinate’s forecast summary or details. Forecast in either summary or infinite detail modes and with or without mid-management participation. Siebel Marketing Resource Manager for Partners Intended Audience: Partner Marketing Managers, Creative Agencies, Creative Project Managers Unit of Measure: Registered User Product Description: Siebel MRM helps make a marketer’s life more effective and efficient. It automates many of the operational tasks so that marketers have more time to focus on the strategic and creative elements that drive marketing success. Marketing Planning – Siebel MRM for Partners provides a unified platform and processes to streamline marketing planning and improve alignment with corporate goals. Siebel MRM for Partners supports multiple organizational planning hierarchies including those based on time periods, business units, product lines, brands or other management structures. It also supports multidirectional collaborative planning processes that benefit from broader input from internal and external participants within the marketing ecosystem. For each plan, a marketer or team can set goals and objectives, define proposed tactics, estimate costs and results, and attach supporting documents such as business justifications and program briefs. Organizations can also define automated workflows to streamline and expedite the approval process for marketing plans and tactics. Project Management and Collaboration – Siebel MRM for Partners provides robust project management capabilities, such as the set-up, organization and sharing of project-related schedules, tasks and resources. These project plans can be linked to specific marketing tactics to provide granular information about tactic development activities and schedules. It allows marketers to more effectively manage and collaborate on projects such as collateral and advertising development or market research. Project plans can be shared with internal employees or, through the Partner Portal, with external team members such as agencies, vendors or partners. Individuals working on a project can share detailed information such as activities, risks, and status reports. Key Functionality Siebel Marketing Resource Management (MRM) for Partners enables partner marketing organizations to collaborate with host companies on the marketing planning and budgeting process. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 51 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Siebel Partner Commerce Intended Audience: Partner Sales Agent, Partner Sales Manager Unit of Measure: Registered User Product Description: 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. Product Requirements, Restrictions and Dependencies Requires Siebel Partner Portal Siebel Partner Commerce requires, at a minimum, one Named User license of Siebel Quotes & Order Capture for administration and set-up of the partner-facing programs. Key Functionality Siebel Commerce includes: Allows partners to shop for themselves or on behalf of end customers Multimedia catalog and online-ordering Distributed catalog administration Shopping cart, quotes and orders Integrated product and pricing configuration available (requires optional Siebel Configurator Runtime and Siebel Dynamic Pricer) Product comparisons Customizable checkout process Shipping and tax calculations Siebel PRM Wireless Intended Audience: Channel partners performing field sales and service functions who need access to current Siebel eBusiness data while away from the office. Unit of Measure: Registered User Product Description: Siebel PRM Wireless provides real-time wireless access to Siebel eBusiness Applications through browserenabled mobile phones and wireless handheld devices, allowing users to read from, search, and update the Siebel database. Using Siebel PRM Wireless, channel partners can manage joint opportunities, accounts and service requests, and can be in constant communication with their vendors. Siebel PRM Wireless offers seamless integration into the Siebel eBusiness architecture and supports multiple devices and mark-up languages, including WML, HTML and XML. Siebel PRM Wireless has been certified to run on browserenabled devices including mobile phones, RIM, Palm and Pocket PC devices. Target accounts include organizations that use partners to perform sales and/or service functions in high technology, communications, financial services, and other industries where access to dynamic, changing account data is a requirement. Product Requirements, Restrictions and Dependencies Siebel Wireless applications may be accessed by most WAP/WML 1.1 or above compliant browsers and by wireless HTML browsers. Support for other browser types may be configured using the Siebel XML interface. When Siebel Wireless renders Siebel content in WML, a WAP gateway server is required to translate data between the Internet protocol (HTTP) and the wireless application protocol (WAP). This WAP gateway may be hosted by an external wireless network operator or an application service provider as part of a wireless Internet service offering, or may instead be purchased and hosted by an enterprise behind its firewall. Customers do not require a corresponding seat of a base application to use Siebel Service Wireless. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 52 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Key Functionality Search, view, and update Service Requests, Account and Activity information, and Contact details. Check Order status and Quotes wirelessly. Receive WAP Push 1.2 alerts, including a brief message and a URL that navigates the message recipient to a particular Siebel Wireless view (requires a wireless browser and gateway that support WAP Push 1.2). Using the “Mobile” screen in the Siebel Partner Portal allows users to manage wireless device information and personalize Siebel Wireless applications. Personalization options include specifying which Main Menu links appear when using Siebel Wireless, and how Record Order is sorted for those main menu links. Key Views & Screens Opportunities, Accounts, Service Requests, Contacts, Activities, Quotes, Customer Orders, Solutions and Correspondence. “Mobile” screen in Siebel Partner Portal Siebel PRM Wireless – Stand Alone Unit of Measure: Registered User Product Description: See description for Siebel PRM Wireless. This option does not require any licenses of Partner Portal. Siebel Proposals & Presentations for Partners Unit of Measure: Registered User Product Description: Siebel Proposals & Presentations allows the partner to automatically customize a standard proposal or presentation 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. The partner first selects an opportunity or an account, creates a new proposal or presentation, selects a predefined template, and submits the request to the server. The template can consist of multiple sections, and each section can be one of the many types supported. The presentation templates are similar to those in proposals, except that a presentation section may include multiple slides and support presentation specific types like Two-Column Slide, and Bullet Slide. The document server assembles the components of the template and includes the appropriate contents from an opportunity or account. Unless the user chooses to edit or print the proposal, no additional application software is necessary. Siebel Reports for Partners Intended Audience: Sales organization employees, call center employees, field sales and service employees, channel partners, channel managers, purchasing department, and management. Unit of Measure: Registered User Product Description: The Siebel Reports allows partners to schedule, run in batch and interactive modes, and distribute reports using an easy to use and intuitive user interface. Partner users can choose to queue reports to run periodically at a predetermined time, or to better utilize computing resources by having particularly long reports run at off-peak times. They may also share the reports within the organization and with external organizations. Siebel Reports Server 7 can be deployed in Windows, Solaris, and AIX platforms. Product Requirements, Restrictions and Dependencies Siebel Reports is required for the Web Client users. Pricing Requirements Siebel Reports is an integration of Actuate eReporting Server, which is a royalty bearing third-party product. Therefore, this product may not be discounted more than 80%. Can only be sold with Siebel Partner Portal Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 53 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel CRM, Professional Edition Applications Key Functionality Generate and view pre-built reports interactively from Siebel Application views. Run reports interactively or schedule them to run at off-peak times. Users can access reports via the web browser and grant others permission to view. The report viewer supports navigation, search, and email functions. Administrative users may create new reports and customize pre-built reports. Siebel SmartScript for Partners Intended Audience: Partner Sales, Service and Marketing representatives Unit of Measure: Registered User Product Description: 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. Product Requirements, Restrictions and Dependencies This partner options requires, at a minimum, one license of the corresponding “Named User” (i.e., employee-facing) program for administration and set-up of the partner-facing programs. For example, if the customer licenses Siebel SmartScript for Partners, then the customer must license at least one Named User of Siebel SmartScript. Siebel Training for Partners Intended Audience: Partner Sales, Service and Marketing representatives Unit of Measure: Registered User Product Description: Siebel Training is a comprehensive Learning Management System (LMS) to partners. It enables partners to view training catalogs, register for training, go through self-paced learning and live Web-based education through the partner portal. Siebel Training also provides centralized registration and tracking for training courses, including instructor-led training. Key Functionality Personalized User Interface, Online Course Administration and Registration, Course and Curriculum Management, Skills Testing and Certification Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 54 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel Financial Services CRM, Professional Edition Applications Siebel Financial Services Employee Applications – Siebel Financial Services Base Application Siebel Finance CRM Sales, Professional Edition Intended Audience: Contact Center Representatives including Telesales / Teleservice / Telemarketing / Blended Agents; Field Sales, Relationship Managers in retail banking, Loan Officers, Commercial Bankers, Institutional Sales people, Investment Bankers Unit of Measure: Named User Product Description: Siebel Finance CRM Sales, Professional Edition is an industry-specific application that enables small and midsized financial institutions to grow revenues more quickly, predictably and profitably by providing a focus on the right deals at the right time. Financial institutions using Siebel Finance CRM Sales, Professional Edition achieve unparalleled visibility into the sales pipeline – enabling sales professionals to “see” the big opportunities. With Siebel Finance CRM Sales, Professional Edition, selling representatives are enabled to respond more effectively to sales opportunities. Contact and opportunity management within Siebel Finance CRM Sales, Professional Edition enables sales professionals to find the right piece of information that is most relevant to the sales situation. By having the right information at the right time, the sales professional can be more effective in front of the customer and maximize valuable customer-facing activities. Siebel Finance CRM Sales, Professional Edition option can also be optimized to support sales agents who work from remote locations. Siebel Systems’ patented synchronization technology ensures that all changes made on the mobile client are seamlessly synchronized with the corporate database. Siebel Finance CRM Service, Professional Edition Intended Audience: Contact Center Representatives Agents; Branch Platform Representatives, Relationship Managers Unit of Measure: Named User Product Description: Siebel Finance CRM Service, Professional Edition is an industry-specific application that enables service agents to solve customer problems in a highly efficient and effective manner with comprehensive service request and solution management. 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. With Siebel Finance CRM Service, Professional Edition, customer service agents can interact quickly and consistently across a broad range of communication channels, such as telephone, email, fax, and page. Service representatives can improve productivity; support a broader range of products and services, and achieve higher customer satisfaction levels in each customer interaction Siebel Finance CRM Call Center, Professional Edition Intended Audience: Contact Center Representatives including Telesales / Teleservice / Telemarketing / Blended Agents; Field Sales Representatives; Relationship Managers in retail banking, Loan Officers, Commercial Bankers, Institutional Sales people, Investment Bankers, Branch platform representatives Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 55 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel Financial Services CRM, Professional Edition Applications Unit of Measure: Named User Product Description: Siebel Finance CRM Call Center, Professional Edition is an industry-specific application that enables agents to handle service, support, and sales interactions across a broad range of communication channels such as telephone, email, fax, and page. All these communication channels are seamlessly blended, enabling agents to become complete customer-contact managers, supporting a range of products and services and presenting customers offerings designed to meet their needs. Siebel Finance CRM Call Center, Professional Edition provides the functions of Siebel Finance CRM Sales and Siebel Finance CRM Service, Professional Edition in a single application, so agents in small and midsized financial institutions can provide both sales and service assistance to customers across multiple channels from within their contact centers. Siebel Finance CRM Call Center, Professional Edition seamlessly manages customer profiles, accounts, opportunities, service request, policies and financial accounts. The desktop becomes a dynamic environment that makes each agent a customer service and sales expert across whatever communications channel the customer prefers. Siebel Finance CRM Marketing Automation, Professional Edition Intended Audience: Marketing personnel in small and midsized companies Unit of Measure: Named User Product Description: Siebel Finance CRM Marketing Automation, 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 Finance CRM, Marketing Automation Professional Edition also provides list management capabilities to develop internal lists and load external list files and prospect management with promotion of prospects to contacts. Siebel Marketing's response management enables marketers to track customer responses and evaluate campaign effectiveness Siebel Healthcare CRM Sales, Professional Edition Intended Audience: Contact Center Representatives including Telesales / Teleservice / Telemarketing / Blended Agents; Field Sales, Unit of Measure: Named User Product Description: Siebel Healthcare CRM Sales, Professional Edition is an industry-specific application that enables small and midsized financial institutions to grow revenues more quickly, predictably and profitably by providing a focus on the right deals at the right time. Healthcare institutions using Siebel Healthcare CRM Sales, Professional Edition achieve unparalleled visibility into the sales pipeline – enabling sales professionals to “see” the big opportunities. With Siebel Healthcare CRM Sales, Professional Edition, selling representatives are enabled to respond more effectively to sales opportunities. Contact and opportunity management within Siebel Healthcare CRM Sales, Professional Edition enables sales professionals to find the right piece of information that is most relevant to the sales situation. By having the right information at the right time, the sales professional can be more effective in front of the customer and maximize valuable customer-facing activities. Siebel Healthcare CRM Sales, Professional Edition option can also be optimized to support sales agents who work from remote locations. Siebel Systems’ patented synchronization technology ensures that all changes made on the mobile client are seamlessly synchronized with the corporate database. Siebel Healthcare CRM Service, Professional Edition Intended Audience: Contact Center Representatives Agents; Branch Platform Representatives, Relationship Managers Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 56 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel Financial Services CRM, Professional Edition Applications Unit of Measure: Named User Product Description: Siebel Healthcare CRM Service, Professional Edition is an industry-specific application that enables service agents to solve customer problems in a highly efficient and effective manner with comprehensive service request and solution management. 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. With Siebel Healthcare CRM Service, Professional Edition, customer service agents can interact quickly and consistently across a broad range of communication channels, such as telephone, email, fax, and page. Service representatives can improve productivity; support a broader range of products and services, and achieve higher customer satisfaction levels in each customer interaction Siebel Healthcare CRM Call Center, Professional Edition Intended Audience: Contact Center Representatives including Telesales / Teleservice / Telemarketing / Blended Agents; Field Sales Representatives Unit of Measure: Named User Product Description: Siebel Healthcare CRM Call Center, Professional Edition is an industry-specific application that enables agents to handle service, support, and sales interactions across a broad range of communication channels such as telephone, email, fax, and page. All these communication channels are seamlessly blended, enabling agents to become complete customer-contact managers, supporting a range of products and services and presenting customers offerings designed to meet their needs. Siebel Healthcare CRM Call Center, Professional Edition provides the functions of Siebel Healthcare CRM Sales and Siebel Healthcare CRM Service, Professional Edition in a single application, so agents in small and midsized financial institutions can provide both sales and service assistance to customers across multiple channels from within their contact centers. Siebel Healthcare CRM Call Center, Professional Edition seamlessly manages customer profiles, accounts, opportunities, service request, policies and financial accounts. The desktop becomes a dynamic environment that makes each agent a customer service and sales expert across whatever communications channel the customer prefers. Siebel Healthcare CRM Marketing Automation, Professional Edition Intended Audience: Marketing personnel in small and midsized companies Unit of Measure: Named User Product Description: Siebel Healthcare CRM Marketing Automation, 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 Healthcare CRM, Marketing Automation Professional Edition also provides list management capabilities to develop internal lists and load external list files and prospect management with promotion of prospects to contacts. Siebel Marketing's response management enables marketers to track customer responses and evaluate campaign effectiveness. Siebel Insurance CRM Sales, Professional Edition Intended Audience: Contact Center Representatives including Telesales / Teleservice / Telemarketing / Blended Agents; Field Sales, Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 57 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel Financial Services CRM, Professional Edition Applications Unit of Measure: Named User Product Description: Siebel Insurance CRM Sales, Professional Edition is an industry-specific application that enables small and midsized financial institutions to grow revenues more quickly, predictably and profitably by providing a focus on the right deals at the right time. Insurance institutions using Siebel Insurance CRM Sales, Professional Edition achieve unparalleled visibility into the sales pipeline – enabling sales professionals to “see” the big opportunities. With Siebel Insurance CRM Sales, Professional Edition, selling representatives are enabled to respond more effectively to sales opportunities. Contact and opportunity management within Siebel Insurance CRM Sales, Professional Edition enables sales professionals to find the right piece of information that is most relevant to the sales situation. By having the right information at the right time, the sales professional can be more effective in front of the customer and maximize valuable customer-facing activities. Siebel Insurance CRM Sales, Professional Edition option can also be optimized to support sales agents who work from remote locations. Siebel Systems’ patented synchronization technology ensures that all changes made on the mobile client are seamlessly synchronized with the corporate database. Siebel Insurance CRM Service, Professional Edition Intended Audience: Contact Center Representatives Agents; Branch Platform Representatives, Relationship Managers Unit of Measure: Named User Product Description: Siebel Insurance CRM Service, Professional Edition is an industry-specific application that enables service agents to solve customer problems in a highly efficient and effective manner with comprehensive service request and solution management. 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. With Siebel Insurance CRM Service, Professional Edition, customer service agents can interact quickly and consistently across a broad range of communication channels, such as telephone, email, fax, and page. Service representatives can improve productivity; support a broader range of products and services, and achieve higher customer satisfaction levels in each customer interaction Siebel Insurance CRM Call Center, Professional Edition Intended Audience: Contact Center Representatives including Telesales / Teleservice / Telemarketing / Blended Agents; Field Sales Representatives Unit of Measure: Named User Product Description: Siebel Insurance CRM Call Center, Professional Edition is an industry-specific application that enables agents to handle service, support, and sales interactions across a broad range of communication channels such as telephone, email, fax, and page. All these communication channels are seamlessly blended, enabling agents to become complete customer-contact managers, supporting a range of products and services and presenting customers offerings designed to meet their needs. Siebel Insurance CRM Call Center, Professional Edition provides the functions of Siebel Insurance CRM Sales and Siebel Insurance CRM Service, Professional Edition in a single application, so agents in small and midsized financial institutions can provide both sales and service assistance to customers across multiple channels from within their contact centers. Siebel Insurance CRM Call Center, Professional Edition seamlessly manages customer profiles, accounts, opportunities, service request, policies and financial accounts. The desktop becomes a dynamic environment that makes each agent a customer service and sales expert across whatever communications channel the customer prefers. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 58 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel Financial Services CRM, Professional Edition Applications Siebel Insurance CRM Marketing Automation, Professional Edition Intended Audience: Marketing personnel in small and midsized companies Unit of Measure: Named User Product Description: Siebel Insurance CRM Marketing Automation, 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 Insurance CRM, Marketing Automation Professional Edition also provides list management capabilities to develop internal lists and load external list files and prospect management with promotion of prospects to contacts. Siebel Marketing's response management enables marketers to track customer responses and evaluate campaign effectiveness. Siebel Financial Services Add-Ons - (see Enterprise Product Encyclopedia) Siebel Financial Services Options - (see Enterprise Product Encyclopedia) Siebel Financial Services Customer & Partner Applications (see Enterprise Product Encyclopedia) Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 59 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel Financial Services CRM, Professional Edition Applications Siebel Consumer Goods Employee Applications – Siebel Consumer Goods Base Application Siebel Consumer Goods CRM Sales, Professional Edition Intended Audience: Contact Center Representatives including Telesales / Teleservice / Telemarketing / Blended Agents Unit of Measure: Named User Product Description: Siebel Consumer Goods CRM Sales, Professional Edition is an industry-specific application that enables small and midsized consumer goods manufacturers to grow revenues more quickly, predictably and profitably by providing a focus on the right accounts with the right activities at the right time. Consumer goods companies using Siebel Consumer Goods CRM Sales, Professional Edition achieve improved execution of strategies at the retail out and unparalleled account management. With Siebel Consumer Goods CRM Sales, Professional Edition, sales organizations can efficiently provide superior customer service. Sales resources are a finite resource and having them focus on target products at target accounts improves execution of trade strategies and drive sales growth. Additionally, by having the right information at the right time, the sales professional can be more effective in front of the customer and maximize valuable customer-facing activities. Siebel Consumer Goods CRM Sales, Professional Edition option can also be optimized to support sales agents who work from remote locations. Siebel Systems’ patented synchronization technology ensures that all changes made on the mobile client are seamlessly synchronized with the corporate database. Siebel Consumer Goods CRM Service, Professional Edition Intended Audience: Contact Center Representatives Agents Unit of Measure: Named User Product Description: Siebel Consumer Goods CRM Service, Professional Edition is an industry-specific application that enables service agents to solve customer and consumer problems in a highly efficient and effective manner with comprehensive service request and solution management. 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. With Siebel Consumer Goods CRM Service, Professional Edition, customer service agents can interact quickly and consistently across a broad range of communication channels, such as telephone, email, fax, and page. Service representatives can improve productivity; support a broader range of products and services, and achieve higher customer satisfaction levels in each customer interaction. Siebel Consumer Goods CRM Call Center, Professional Edition Intended Audience: Contact Center Representatives including Telesales / Teleservice / Telemarketing / Blended Agents Unit of Measure: Named User Product Description: Siebel Consumer Goods CRM Call Center, Professional Edition is an industry-specific application that enables agents to handle service, support, and sales interactions for consumers and customers across a broad range of communication channels such as telephone, email, fax, and page. All these communication channels are seamlessly blended, enabling agents to become complete customer-contact managers, supporting a range of products and services and presenting customers offerings designed to meet their needs. Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 60 Part # ENCY-SPE04-0771 Product Encyclopedia Siebel Financial Services CRM, Professional Edition Applications Siebel Consumer Goods CRM Call Center, Professional Edition provides the functions of Siebel Consumer Goods CRM Sales and Siebel Consumer Goods CRM Service, Professional Edition in a single application, so agents in small and midsized consumer goods manufacturers can provide both sales and service assistance to customers and consumers across multiple channels from within their contact centers. Siebel Consumer Goods CRM Call Center, Professional Edition seamlessly manages customer profiles, accounts, opportunities, and service requests. The desktop becomes a dynamic environment that makes each agent a customer service and sales expert across whatever communications channel the customer prefers. Siebel Consumer Goods CRM Marketing Automation, Professional Edition Intended Audience: Marketing personnel in small and midsized companies Unit of Measure: Named User Product Description: Siebel Consumer Goods CRM Marketing Automation, 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 Consumer Goods CRM, Marketing Automation Professional Edition also provides list management capabilities to develop internal lists and load external list files and prospect management with promotion of prospects to contacts. Siebel Marketing's response management enables marketers to track customer responses and evaluate campaign effectiveness. Consumer Goods Add-Ons - (see Enterprise Product Encyclopedia) Consumer Goods Options - (see Enterprise Product Encyclopedia) Consumer Goods Customer & Partner Applications (see Enterprise Product Encyclopedia) Siebel Systems, Inc. Confidential September 2004 Siebel Internal Use Only Page 61 Part # ENCY-SPE04-0771
