S Fs Dotcom Apps

SIEBEL eBUSINESS APPLICATIONS
SIEBEL FINANCIAL SERVICES

.COM APPLICATIONS GUIDE
SIEBEL 2000
VERSION 6.3
60PA1-DC00-06300
JANUARY 2001
Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404
Copyright © 2001 Siebel Systems, Inc.
All rights reserved. Published 2001
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.
Windows® is a registered trademark of Microsoft Corporation.
All other product names, marks, 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 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 Financial Services .COM Applications Guide
Contents
Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-6
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-7
Siebel Systems Welcomes Your Comments . . . . . . . . . . . . . . . . . . . Intro-9
Chapter 1. Siebel Financial Services .COM Applications

About Siebel Financial Services .COM Applications . . . . . . . . . . . . . . . . 1-2
Preparing to Use Siebel Financial Services .COM Applications . . . . . . . . 1-7
Configuring Siebel Financial Services .COM Applications . . . . . . . . . . . . 1-8
Configuring Web Site Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
Personalizing the Siebel .COM Experience . . . . . . . . . . . . . . . . . . . . . 1-10
Personalization Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-10
Home Page Personalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11
Modifying Confirmation Email Templates . . . . . . . . . . . . . . . . . . . . . . 1-13
Displaying Web Offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-14
Setting Up Siebel eSearch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-19
Setting Up Siebel eCollaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-24
Confirming Installation Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . .1-25
Installing the Siebel eCollaboration Server . . . . . . . . . . . . . . . . . . . . . . . .1-26
Installing Allaire’s JRun . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-28
Obtaining a License Key for Siebel eCollaboration . . . . . . . . . . . . . . . . . .1-33
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Adding Required Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-33

Installing the Siebel eCollaboration Client . . . . . . . . . . . . . . . . . . . . . . . 1-36
Configuring the Siebel eCollaboration Client . . . . . . . . . . . . . . . . . . . . . 1-38
Adding Service Agents to the Web Call Pool . . . . . . . . . . . . . . . . . . . . . . 1-39
Chapter 2. User Access

Contact Login and Employee Login . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Setting Up User Access for Contact Login . . . . . . . . . . . . . . . . . . . . . . . 2-3
Users as Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Proxies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Security Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7
Login and Database Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7
Setting Up Conventional User Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Providing Access to Your Login Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Configuring the Security Authentication System . . . . . . . . . . . . . . . . . . . . 2-9
Creating Required Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Editing the eapps.cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24
Creating Delegated Administrators for Companies . . . . . . . . . . . . . . . . . 2-24
Confirming Links to Seed Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-28
Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32
Setting Up User Access for Multiple Organizations . . . . . . . . . . . . . . . . . 2-45
Setting Up Entitlement Verification . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52
Setting Up User Access for Employee Login . . . . . . . . . . . . . . . . . . . . 2-55
Security Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-55
Login and Database Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-56
Setting Up User Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-58
Providing Access to Your Login Page . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-58
Configuring the Security Authentication System . . . . . . . . . . . . . . . . . . . 2-59
Creating Database Logins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-59
Creating Delegated Administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-60
User Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-70
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Chapter 3. Siebel eAdvisor

About Siebel eAdvisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
The Siebel eAdvisor Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Navigating the Siebel eAdvisor Web Site . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Choosing Financial Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Completing the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Defining Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
Creating Product Catalogs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8
Creating Product Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-10
Creating the Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
Building the Catalog Hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-13
Setting the Display Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18
Setting Regions for Contact Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19
Managing Default Price Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21
Finding the Row Number of a Price List . . . . . . . . . . . . . . . . . . . . . . . . . .3-22
Setting a Default Price List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-23
Importing Siebel SmartScripts Into the Production Database . . . . . . . . . 3-25
Disabling Product Duplication in the Universal Application . . . . . . . . . 3-25
Associating Product Advisors with Categories . . . . . . . . . . . . . . . . . . . 3-26
Choosing Decision Issues for the What’s Important View . . . . . . . . . . . 3-28
Displaying Product Advisors on the Tools Screen . . . . . . . . . . . . . . . . . 3-32
Setting System Preferences to Use the Max Mortgage Calculator on
the Tools Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33
Chapter 4. Siebel eBanking

About Siebel eBanking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
The Siebel eBanking Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Adding and Modifying Financial Accounts . . . . . . . . . . . . . . . . . . . . . . 4-5
Setting the Display Sequence of Financial Accounts . . . . . . . . . . . . . . . . 4-7
Paying Bills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10
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Searching for Bill Payments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12

Searching for Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14
Transferring Money Between Accounts . . . . . . . . . . . . . . . . . . . . . . . . 4-15
Making Internal Funds Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15
Making External Funds Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16
Managing Service Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-19
Making Solutions and FAQs Available . . . . . . . . . . . . . . . . . . . . . . . . 4-20
Assigning Messages from Web Site Users to Service Agents . . . . . . . . . 4-22
Managing Personal Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24
Account Aggregation with Yodlee . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-25
Registering for Account Aggregation . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-25
Administering Account Aggregation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-27
Chapter 5. Siebel eBrokerage

About Siebel eBrokerage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
The Siebel eBrokerage Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Adding and Modifying Investment Holdings . . . . . . . . . . . . . . . . . . . . . 5-8
Adding and Modifying Investment Interests . . . . . . . . . . . . . . . . . . . . 5-10
Trading Stocks, Bonds, Mutual Funds, and Options . . . . . . . . . . . . . . . 5-12
Searching for Symbols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Trading Stocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13
Trading Mutual Funds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14
Trading Bonds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17
Trading Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18
Cancelling Open Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-20
Transferring Securities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-21
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Configuring Siebel eBrokerage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24

Trade Cancellation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-24
Trade Error Checking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-25
Chapter 6. Siebel Insurance eService and

Siebel Health Insurance eService
Siebel eService for the Insurance and Health Insurance Industries . . . . . . 6-2
About Siebel eService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
The Siebel eService Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Managing Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6
Reviewing and Modifying Personal Policies . . . . . . . . . . . . . . . . . . . . . . . 6-6
Reviewing and Modifying Group Policies . . . . . . . . . . . . . . . . . . . . . . . . . 6-8
Displaying Providers (Health Insurance Only) . . . . . . . . . . . . . . . . . . . 6-10
Setting Up Provider Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-14
Making Solutions and FAQs Available . . . . . . . . . . . . . . . . . . . . . . . . . 6-17
Deploying the Customer Satisfaction Survey . . . . . . . . . . . . . . . . . . . . 6-19
Providing Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-22
Chapter 7. Siebel eChannel for Finance and Insurance

About Siebel eChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3
The Siebel eChannel Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4
Setting Up Siebel eChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7
Adding a Channel Partner Organization . . . . . . . . . . . . . . . . . . . . . . . . . . 7-8
Adding a Channel Partner Company . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-12
Defining Channel Partner Positions and Responsibilities . . . . . . . . . . . . . .7-19
Adding Channel Partner Employees as Siebel eChannel Users . . . . . . . . . .7-20
Giving Login Access to Channel Partners . . . . . . . . . . . . . . . . . . . . . . . . .7-22
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Sharing Information with Your Channel Partners . . . . . . . . . . . . . . . . . 7-23

Assigning Opportunities to a Channel Partner . . . . . . . . . . . . . . . . . . . . 7-24
Assigning Service Requests to a Channel Partner . . . . . . . . . . . . . . . . . . 7-28
Assigning Customer Companies to a Channel Partner . . . . . . . . . . . . . . . 7-34
Assigning Contacts to a Channel Partner . . . . . . . . . . . . . . . . . . . . . . . . 7-36
Assigning Activities to a Channel Partner . . . . . . . . . . . . . . . . . . . . . . . . 7-40
Viewing a Channel Partner Employee’s Call Reports . . . . . . . . . . . . . . . . 7-43
Assigning Policies to a Channel Partner Employee . . . . . . . . . . . . . . . . . 7-44
Making Solutions and FAQs Available to Channel Partners . . . . . . . . . . . 7-45
Assigning Catalogs and Price Lists to Channel Partner Organizations . . . . 7-47
Sharing Literature with Channel Partner Organizations . . . . . . . . . . . . . . 7-52
Viewing a Channel Partner Employee’s Quotes . . . . . . . . . . . . . . . . . . . . 7-55
Assigning an Order to a Channel Partner Employee . . . . . . . . . . . . . . . . 7-56
Setting Up Siebel eBriefings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-58
Sharing Files with Channel Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-59
Setting Up Full-Text Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-64
Managing Your Channel Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-65
Forecasting a Channel Partner Employee’s Sales . . . . . . . . . . . . . . . . . . . 7-65
Assessing a Channel Partner Company’s Performance . . . . . . . . . . . . . . 7-65
Entering Channel Partner Management Activities . . . . . . . . . . . . . . . . . . 7-67
Entering Channel Partner Management Activity Plans . . . . . . . . . . . . . . . 7-69
Entering Channel Partner Agreements . . . . . . . . . . . . . . . . . . . . . . . . . . .7-71
Adding Channel Partner Company Attachments . . . . . . . . . . . . . . . . . . . 7-72
Entering Channel Partner Company Contacts . . . . . . . . . . . . . . . . . . . . . 7-74
Adding Notes About a Channel Partner Company . . . . . . . . . . . . . . . . . . 7-75
Creating a Channel Partner Company Organization Chart . . . . . . . . . . . . 7-77
Entering a Channel Partner Company Profile . . . . . . . . . . . . . . . . . . . . . 7-79
Using Marketing Development Funds . . . . . . . . . . . . . . . . . . . . . . . . . 7-81
Creating a Marketing Development Fund . . . . . . . . . . . . . . . . . . . . . . . . 7-82
Adding a Channel Partner Company as a Fund Participant . . . . . . . . . . . .7-91
Setting Up Fund Approval Authorization . . . . . . . . . . . . . . . . . . . . . . . . 7-93
Initiating a Fund Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-95
Adding Attachments to Fund Requests . . . . . . . . . . . . . . . . . . . . . . . . . . 7-98
Adding Activities to Fund Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-100
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Adding Activity Plans to Fund Requests . . . . . . . . . . . . . . . . . . . . . . . . . 7-101

Reviewing a Fund Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-103
Viewing All Fund Requests for a Channel Partner Company . . . . . . . . . . 7-106
Viewing the Status of a Fund Request . . . . . . . . . . . . . . . . . . . . . . . . . . 7-107
Viewing a Fund’s Checkbook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-109
Managing Policies and Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-110
Creating Auto Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-111
Creating Property Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-113
Creating Life Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-115
Creating Health Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-119
Changing Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-121
Gathering and Checking Auto Policy Underwriting Information . . . . . . 7-122
Managing Auto Policy Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-124
Adding and Editing Pay Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-129
Managing Claims . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-131
Chapter 8. Siebel Health Insurance eEnrollment

About Siebel Health Insurance eEnrollment . . . . . . . . . . . . . . . . . . . . . 8-2
The Siebel eEnrollment Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
Enrolling for Insurance Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4
Designating a Beneficiary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7
Administering Enrollees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-8
Providing and Viewing Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9
Administering Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-10
Creating and Viewing FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-13
Administering FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-13
Displaying Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-14
Index
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x Siebel Financial Services .COM Applications Guide Version 6.3

Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-6
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-7
Siebel Systems Welcomes Your Comments . . . . . . . . . . . . . . . . . . . Intro-9
Version 6.3 Siebel Financial Services .COM Applications Guide I n tr o - 1

Introduction
Who Should Use This Guide
Who Should Use This Guide Intro
This guide provides information necessary to implement, configure, and monitor

Siebel Financial Services .COM Applications for the finance, health care, and
insurance industries, with particular detail provided for application setup and Web
deployment.
Although job titles and duties at your company may differ from those listed in the
following table, the audience for this guide consists of employees in these
categories:
Marketing Persons responsible for setting up and maintaining a marketing

Administrators department; duties include designing and managing campaigns,
product marketing information, and product distribution lists.
Siebel Application Persons responsible for planning, setting up, and maintaining
Administrators Siebel applications.
Siebel System Persons responsible for the whole system, including installing,
Administrators maintaining, and upgrading Siebel products.
Database Persons who administer the database system, including data
Administrators loading; system monitoring, backup, and recovery; space
allocation and sizing; and user account management.
Siebel Application Persons who plan, implement, and configure Siebel applications,
Developers possibly adding new functionality. A developer is typically
someone from the Information Services department.
Configurators Persons responsible for planning, implementing, and configuring
Siebel applications. A configurator is typically a consultant or
someone from the Information Systems department.
In t ro - 2 Siebel Financial Services .COM Applications Guide Version 6.3

Introduction
How This Guide Is Organized
How This Guide Is Organized Intro
This guide contains individual chapters on Siebel eAdvisor, Siebel eBanking, Siebel
eBrokerage, Siebel eService, and Siebel eChannel, with additional chapters on user
access and issues common to all the applications. It uses general terminology that
can apply to all industries, rather than industry-specific terminology.
This guide covers the following products:
Siebel eAdvisor
Siebel eAgent
Siebel eBanking
Siebel eBrokerage
Siebel ePartner
Siebel Health Insurance eEnrollment
Siebel Health Insurance eService
Siebel Insurance eService

Introduction
What’s New in This Release
What’s New in This Release Intro
Version 6.3 of Siebel Financial Services .COM Applications has several new features:
Table 1. Siebel Financial Services .COM Applications Features (1 of 2)
Feature How Changed Where to Find Information
Siebel eBrokerage New in See Chapter 5, “Siebel

version eBrokerage.”
6.2.1
Siebel eEnrollment New in See Chapter 8, “Siebel Health

version Insurance eEnrollment.”
6.2.1
Account Aggregation New in See Chapter 4, “Siebel eBanking.”

version
6.2.1
Siebel eAgent enhancements, Enhanced in See Chapter 7, “Siebel eChannel
including online quote generation version for Finance and Insurance.”
and online claims reporting 6.2.1
Siebel eBusiness Analytics provides Enhanced in For more information, see Using
analysis and reporting tools such as version 6.3 Siebel eBusiness Analytics or Siebel
predefined reports and Power Query, eBusiness Analytics Installation
which you can use to create custom and Administration Guide.
reports. Siebel eBusiness Analytics
also includes the Siebel eBusiness
Data Warehouse. Siebel eBusiness
Analytics was formerly packaged as
the eIntelligence features in Siebel
Marketing.

Introduction
What’s New in This Release
Table 1. Siebel Financial Services .COM Applications Features (2 of 2)
Feature How Changed Where to Find Information
Siebel Marketing includes new Enhanced in For more information, see Using
campaign management features, version 6.3 Siebel Marketing.
which allow your company to plan,
manage, and execute marketing
campaigns across multiple customer
touch points, including phone, direct
mail, Web, wireless devices, and
email. Siebel Marketing also includes
the Siebel eMarketing Home Page,
which allows your company to
dynamically generate HTML Web
pages based on customer profile data
that can be used to create
personalized emails, Web offers,
eNewsletters, and surveys.
Siebel Employee Portal gives New in For more information, see Siebel
employees access to applications version 6.3 Employee Portal Guide.
data, news, business information,
productivity tools, and other critical
resources in a secure, personalized
Web environment.
Siebel Messages provides a platform New in For more information, see Using
for all employees to enter messages version 6.3 Siebel Messages.
directly into the Siebel application
and associate them with Companies,
Opportunities, Contacts, and Service
Requests.
NOTE: Your Siebel implementation may not have all the features described in this
guide, depending on which software modules you have purchased.

Introduction
Additional Documentation
Additional Documentation Intro
The following documents also provide information on the topics addressed in this
guide:
Configuring Siebel .COM Applications

Siebel .COM Applications Guide
Siebel eFinance Guide
Siebel eHealthcare Guide
Siebel eInsurance Guide
Siebel Financial Services Guide
Siebel Financial Services Release Notes
Siebel Marketing Administration Guide
Siebel SmartScript Guide
Using Siebel Marketing
This guide does not provide information about general software concepts, such as
records and queries, or about using Microsoft Windows. Neither does it provide
instructions for basic navigation of Siebel applications. For this kind of information
about Siebel applications, see Siebel Basics.
Administrators and developers, such as marketing administrators, call center

administrators, and application developers, should also read Siebel Applications
Administration Guide, Siebel Tools Guide, and Siebel Workflow Guide for
information on how to set up and maintain Siebel applications features.
You can find information about Siebel Technical and Professional Services in Guide
to Siebel Global Services.
For copies of these documents, please use Siebel Books Online, which you can
access through the Global Services tab on the Siebel Systems Web site
(http://www.siebel.com). Through Siebel Books Online, you can order additional
Siebel documentation and copies of the Bookshelf for Siebel Financial Services CD-
ROM.

Introduction
Contacting Siebel Technical Support
For the most current and accurate documentation, see the Documentation Updates
section of the Siebel SupportWeb site (http://supportweb.siebel.com). The
Document Updates show changes that have been made to the documentation since
it was released.
Another source of information is Siebel Online Help.
Contacting Siebel Technical Support Intro
Do you know how to access Siebel Technical Support? It is crucial that you
understand the requirements for getting support before you encounter technical
issues that require Siebel Technical Support’s assistance. This will facilitate smooth
resolution of your issues. If you have questions, please don’t hesitate to contact us.
To maximize your knowledge of Siebel products and your return on investment:
You must attend Siebel training to become a designated contact.

Your Siebel-trained designated contacts provide technical support to your users.
Siebel Technical Support provides support directly to your designated contacts
only.
To provide efficient, timely support and access to the Technical Support knowledge
base:
Siebel Technical Support is primarily Web-based; it can be accessed through

Siebel SupportWeb (http://supportweb.siebel.com). Please submit new service
requests to us through SupportWeb, where you can also search the knowledge
base for solutions.
Designated contacts receive read/write access to Siebel SupportWeb. All other

project team members at your company receive read-only accounts so that they
can access the knowledge base.
To register for Siebel training, access http://www.siebel.com/education/ and

choose Siebel University. Then click Implementation Team Training.

Introduction
Contacting Siebel Technical Support
Please submit your technical issues and updates to Siebel SupportWeb

(http://supportweb.siebel.com). If you do not have a SupportWeb account, or if
you have a question, please contact us at support@siebel.com or call your local
Siebel Support Center:
North America: +800 214 0400 or +1 650 295 5724
Brazil (São Paulo): +55 11 5110 0800
UK (London): +44 800 072 6787 or +44 1784 494949
Germany (Munich): +49 89 957 18 400
France (Paris): +44 800 072 6787 or +44 1784 494949
Ireland (Galway): +44 800 072 6787 or +44 1784 494949
Japan (Tokyo): 0120 606 750 (Japan domestic only),

+81 3 5469 3811 (outside of Japan)
Singapore: +65 212 9266
Outside of local support center hours, Gold and Rollout Support Option customers
can call +1 800 214 0400 or +1 650 295 5724.
We appreciate your business and look forward to working with you.

Introduction
Siebel Systems Welcomes Your Comments
Siebel Systems Welcomes Your Comments Intro
To help us improve our products, we want to know about any corrections or

clarifications to this guide that you would find useful. Please include in your
message:
The title and version of the guide (very important)

The name and version number of the Siebel application you are using
Your name, job title or functional area, company name, phone number, and
email address
Contact us through regular mail or email at:
Siebel Systems, Inc.

Technical Publications Department
2207 Bridgepointe Parkway
San Mateo, CA 94404-5009
doc@siebel.com
We appreciate your feedback.

Introduction
Siebel Systems Welcomes Your Comments
In t ro - 1 0 Siebel Financial Services .COM Applications Guide Version 6.3

Siebel Financial Services .COM Applications 1
About Siebel Financial Services .COM Applications . . . . . . . . . . . . . . . . 1-2
Preparing to Use Siebel Financial Services .COM Applications . . . . . . . . 1-7
Configuring Siebel Financial Services .COM Applications . . . . . . . . . . . . 1-8
Configuring Web Site Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-9
Personalizing the Siebel .COM Experience . . . . . . . . . . . . . . . . . . . . . 1-10

Personalization Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10
Home Page Personalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11
Modifying Confirmation Email Templates . . . . . . . . . . . . . . . . . . . . . . 1-13
Displaying Web Offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-14
Setting Up Siebel eSearch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-19
Setting Up Siebel eCollaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-24

Confirming Installation Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . .1-25
Installing the Siebel eCollaboration Server . . . . . . . . . . . . . . . . . . . . . . . .1-26
Installing Allaire’s JRun . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-28
Obtaining a License Key for Siebel eCollaboration . . . . . . . . . . . . . . . . . .1-33
Adding Required Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-33
Installing the Siebel eCollaboration Client . . . . . . . . . . . . . . . . . . . 1-36
Configuring the Siebel eCollaboration Client . . . . . . . . . . . . . . . . . . 1-38
Adding Service Agents to the Web Call Pool . . . . . . . . . . . . . . . . . . 1-39
Version 6.3 Siebel Financial Services .COM Applications Guide 1-1

Siebel Financial Services .COM Applications
About Siebel Financial Services .COM Applications
About Siebel Financial Services .COM Applications 1
Siebel Financial Services .COM Applications is a suite of ready-to-deploy, Web-

based applications that plug into your company Web site with minimal
configuration. Siebel Financial Services applications make it possible to create and
execute Internet-based marketing campaigns, identify and acquire new customers,
develop customized product and service offerings such as online banking, sell
financial products and services through your Web site, provide 24x7 customer
service and support, and manage channel relationships.
Siebel eAdvisor. Siebel eAdvisor is an out-of-the-box application for selling financial

products over the Web to businesses and consumers. It supports:
Multimedia product catalogs.

Product search and comparison tools.
Product recommendation tools to help customers choose the appropriate
financial products.
A single application for all products, so customers answer questions only once.
Siebel eBanking. Siebel eBanking provides an integrated solution for Web- and
email-based customer service, making it possible for customers to manage their
financial accounts online, resolve service issues, and request and receive live
support from customer service and sales representatives.
Siebel eBanking supports:
Customer-directed electronic bill payment.

Funds transfers among accounts.
Monitoring of transaction activity and balances.
Customer self-service to reduce the call load on call center agents, including
statement requests, check copy requests, new check orders, and stop payments.
Multiple channels of communication so that customers can request service using

their preferred method of communication.
Integration into the look, feel, and branding of your organization's enterprise
Web site, while allowing configurability to meet the business needs of your
e-commerce strategy.
1-2 Siebel Financial Services .COM Applications Guide Version 6.3

Protection of user privacy by restricting the visibility of customer data through

secure user login authentication.
Full text searches directly from Web pages. This allows users to search database
records using the Fulcrum Search engine.
Real-time assistance through the Web using eCollaboration. Customers can

request a Web collaboration session with an agent, a virtual meeting providing
visual and verbal communication.
Capture of lengthy service request descriptions by automatically creating an

attachment containing the entire text of the description as submitted by the
customer through the Web site.
Siebel eBrokerage. Siebel eBrokerage is a Web-based interface that allows investors

to place trades, manage their brokerage accounts, and resolve service issues with
brokerage firms.
Siebel eBrokerage includes all of the features of Siebel eBanking plus support for:
Trading stocks, bonds, mutual funds, and options.

Tracking securities holdings and interests.
Allowing customers to view their activities with their brokerage firm and
employees assigned to cover their account.
Siebel Health Insurance eService and Siebel Insurance eService. Siebel Health Insurance
eService and Siebel Insurance eService provide integrated solutions for Web- and
email-based customer service, making it possible for customers to access and
interact with their personal policies and group benefits online, track claims, resolve
service issues, and request and receive live support from customer service and sales
representatives. Siebel Health Insurance eService can be combined with Siebel
Insurance eService for customers who offer multiple lines of insurance.
Siebel Health Insurance eService and Siebel Insurance eService support:
Easy access to coverage details: benefits, effective dates, insureds, and covered
household members.
Customer self-service to reduce the call load on call center agents, including
claims status availability and a searchable knowledge base of frequently asked
questions (FAQs).

Access to information on claims status and decisions.

Primary care provider search based on a variety of criteria, including specialty,
ZIP Code, name, and admitting privileges.
Web-based primary care provider selection and change.

Multiple channels of communication so that customers can request service using
their preferred method of communication.
Integration into the look, feel, and branding of your organization’s enterprise
Web site, while allowing configurability to meet the business needs of your
e-commerce strategy.
Personalized greetings and content targeting.

Protection of user privacy by restricting the visibility of customer data through
secure user login authentication.
Full-text search directly from Web pages. This allows users to search database
records using the Fulcrum Search engine.
Real-time assistance through the Web using eCollaboration. Customers can

request a Web collaboration session with an agent. This will allow the agent to
control the customer’s Web browser as they speak on the phone to resolve the
issue.
Attachments to service requests. Customers, as well as customer service and

sales representatives, can add attachments to a service request through their
Web browser.
Access to literature and forms, for example, claim forms, either online or by file
download.
Capture of lengthy descriptions by automatically creating an attachment

containing the entire text of the description as submitted by the customer
through the Web site.
Customer Satisfaction Surveys. Your customers can provide feedback about the
service they received by responding to a customer survey.

Siebel ePartner. Siebel ePartner is a Web-based partner relationship management

(PRM) solution for the finance industry. Siebel ePartner supports:
Managing collaborative partner relationships through the Web.

Sharing opportunities, customer information, sales literature, and other
information through the Web.
Methods for channel managers to measure partner performance.

Integration of partner management with other sales and service channels
including the call center, direct sales, and Web-based selling.
Open integration to other enterprise applications inside and outside the firewall.
Market development funds (MDF).
Search for appropriate channel partners using Siebel Partner Finder.
Delegated administration tools.
Advanced text search.
Personalized portal style home page summarizing key information.
For information on Siebel ePartner, see the chapter on Siebel eChannel.
Siebel eAgent. Siebel eAgent is an out-of-the-box Web application for insurance

plans to provide agents or brokers access to sales and service information. Siebel
eAgent supports:
Accessing underwriter and policy management information over the Web.

Multiple lines of business, including P&C, auto, life, and health.
Information for brokers and agents in group and personal lines.
Account, contact, opportunity, and activity management.
Methods for agents and broker management to measure performance.
Personalized portal-style home page summarizing key information.
Integration of agent and broker management with other sales and service
channels, including the call center, direct sales, and Web-based selling.

Open integration to other enterprise applications.

Access to sales literature.
Delegated administration tools.
Advanced text search.
Quote generation for users who enter customer data over the Web.
Enter loss-description information for auto and property claims.
Enter updates and changes to policies over the Web.
Check underwriting status on a pending auto policy case over the Web.
For information on Siebel eAgent, see Chapter 7, “Siebel eChannel for Finance and
Insurance.”

Preparing to Use Siebel Financial Services .COM Applications
Preparing to Use Siebel Financial Services .COM

Applications 1
To install the Siebel .COM applications, you must have the following:
Siebel Web Engine and Related Components. To deploy information on the Web,
you must have installed the Siebel Web Engine component of the Siebel HTML
Thin Client and the components on which it depends: a Web server, the Siebel
Gateway Server, and the Siebel Server.
Siebel Client. To perform administrative tasks such as server administration,

setting Siebel Workflow Manager policies, and setting Siebel Assignment
Manager rules, you must have installed the Siebel Client.
Siebel Applications. To use Siebel Business Objects, you must have the
appropriate modules of the Siebel applications, which let you work with
opportunities, service requests, quotes, orders, and other business objects.
For information about installing Siebel .COM applications, see the Siebel Client
Installation and Administration Guide and the Siebel Server Installation Guide. If
you are installing Siebel eAdvisor, Siebel eBanking, Siebel eBrokerage, Siebel Health
Insurance eService, or Siebel Insurance eService, see the section on setting up Siebel
eCollaboration in this chapter for additional requirements.
NOTE: After installing the .COM applications and performing any desired
configuration, you must add links to these new pages from the appropriate places
in your Web site. For example, if you are using Siebel Health Insurance eService or
Siebel Insurance eService to provide customer support, you might want to add a
conspicuous link from your company home page to direct people there. If you are
using Siebel ePartner or Siebel eAgent to work with partners, you might want to add
a link from a less conspicuous page of your Web site and tell your partners the
address they should use to access the site.

Configuring Siebel Financial Services .COM Applications
Configuring Siebel Financial Services .COM Applications 1
Siebel .COM applications are fully configurable using Siebel Tools and any HTML
editor or Web authoring application. You can configure:
Look and Feel. You might want to configure the look and feel of the Siebel .COM
applications to be consistent with the look and feel of your own Web site.
Data Presentation. You can configure business objects, business components, and
fields presented in .COM applications in the same way that you configure data
presentation in other Siebel applications. For example, you might want to add
special fields or remove fields that are not needed in your business.
Architecture and Performance Preferences. You can set logging, file size, timeout,
and other system preferences.
For information about configuring the .COM applications, see Configuring Siebel
.COM Applications and the Siebel Tools Guide.
NOTE: Siebel .COM applications are installed with a sample logo for a fictitious
company. You must remove this logo and replace it with your own company logo.

Configuring Web Site Help
Configuring Web Site Help 1
Siebel .COM applications come with Web help packaged as a single HTML file that
lists frequently asked questions for all the .COM applications. This HTML page
appears whenever a user clicks a help button on any of the .COM applications. This
help system has enough information to get users started with all of the products.
You might want to change the Web help by changing the frequently asked questions
to suit your business model, by breaking up the single Web page into separate help
pages for each .COM application, or by writing a help system of your own.
If you break up the help so there is a separate page for each .COM application, you
must also configure the .COM applications so the help buttons of each point to the
appropriate help file.
The Web help is a plain HTML file, and it can be customized using any HTML editor
or Web authoring application.
NOTE: The Web help for Siebel .COM applications uses the name of a fictitious
company. You must search through the help file for all occurrences of this name and
replace it with your own company name.

Personalizing the Siebel .COM Experience
Personalizing the Siebel .COM Experience 1
Personalization means showing customers, employees, and partners what they

want and need to see. Personalized content includes greeting users by name,
presenting them with content targeted to their needs and interests, showing them
tailored product segments, displaying their own service requests and orders, and
sending email addressed to them. It is a distinction of communicating one-to-one,
as opposed to communicating generically.
Personalization allows you to define rules to dynamically show and hide views,
applets, and content during a user’s experience with the Siebel .COM applications.
Personalization deployment rules can depend on data such as users’ personal
profile information, date ranges, their company, products or services they have
already purchased, geographical information, or information gathered from Siebel
eSmartScript questionnaires.
Personalization Administration 1
Personalization is principally administered through the Personalization

Administration screen. To access the Personalization views, choose Screens
Personalization Administration, then choose one of the available views.
For information about administering personalization, see the Siebel Personalization

Administration Guide or the section on personalization in the Siebel Financial
Services Guide.
For information about creating, testing, and deploying Siebel eSmartScripts, see the
sections on creating scripts in the Siebel SmartScript Guide.

Home Page Personalization 1
The home page in each Siebel .COM application includes the Salutation applet in
the upper left corner. This applet typically includes a personal greeting, but can be
configured to provide targeted content such as service request update notifications,
product promotions, announcements, or a birthday greeting.
The home page in each Siebel .COM application also includes applets with
personalized data, such as My Current Opportunities and several other applets
shown in the Siebel eAgent home page in Figure 1-1.
Figure 1-1. Siebel eInsurance Home Page Showing a Personalized Salutation
In addition, individual users of Siebel eBrokerage, Siebel eBanking, and Siebel

Insurance eService can personalize their own home pages through the Home Page
Preferences view.

To personalize a home page through the Home Page Preferences view

1 Click the Profile button on any screen in Siebel eBrokerage, Siebel eBanking, or
Siebel Insurance eService.
The Profile view appears.
2 Click on Home Page Preferences on the view bar.

The Home Page Preferences view appears.
3 Click Edit Home Page Preferences.

4 Select any unchecked applets that you want to appear on your home page, and
unselect any checked applets that you do not want to appear on your home page.
5 Click Home on the tab bar.

Your new home page will reflect the changes you made.

Modifying Confirmation Email Templates
Modifying Confirmation Email Templates 1
You can customize the templates used to send automated confirmation messages,
such as loan approvals, to your customers. This is done in the Workflow Action
Arguments view in your Siebel application.
NOTE: For workflow actions to occur, a corresponding workflow policy must be

established in the Workflow Policies view. An example of a workflow policy is Loan
Approval Email.
For more information about defining rules to allow automatic email notification and
customizing notification messages, see the Siebel Workflow Guide.
To modify confirmation email templates

1 Choose Screens Siebel Workflow Administration Workflow Policies
Actions.
The Workflow Action Arguments view appears.
2 Click the name of an action in the Actions applet, for example, Loan Approval
Notification.
3 Click in the Send Message Arguments applet to activate it.

4 Edit the Message Template field.
5 Repeat Step 2 through Step 4 for other workflow actions you wish to edit.

Displaying Web Offers
Displaying Web Offers 1
Siebel eMarketing Web offers can be displayed in various applets on your Siebel
Financial Services Web sites:
Tools screen of Siebel eAdvisor

Bill Pay screens of Siebel eBanking and Siebel eBrokerage
Home screens of Siebel eBanking, Siebel Health Insurance eService, and Siebel
Insurance eService
Displaying Web offers is set up in the All Offers view in Siebel Financial Services.
The type of offer determines the applet in which it displays:
Web. Displayed in Special Offers for Siebel eAdvisor, Siebel eBanking, and Siebel
eBrokerage.
Web - Announcements. Displayed in Announcements for Siebel eBanking, Siebel

Health Insurance eService, Siebel Insurance eService, and Siebel eEnrollment.
Web - Intentions. Displayed in Intentions eAdvisor for Siebel eAdvisor.
Web - Life Events. Displayed in Life Events eAdvisor for Siebel eAdvisor.
Optionally, offers in Siebel eAdvisor and Siebel eBanking can be associated with
Siebel eSmartScripts, such as Product Advisors. This is also done in the All Offers
view. Drilling down on the offer from your Siebel Web site will activate the
associated Siebel eSmartScript.
Drilling down on an offer not associated with a Siebel eSmartScript will display the
offer template specified in Siebel Marketing.
For more information on Siebel eMarketing Web offers, see Siebel Marketing
Administration Guide and Using Siebel Marketing.
For more information on Product Advisors, see the Siebel eAdvisor chapter.
A Web offer’s type determines the applet in which it appears. To display some types
of Web offers, the offer must be associated with a campaign, and the campaign must
subsequently be associated with a view.

To display a Web offer you must do one or more of the following tasks:
Create the Web offer.

Associate the Web offer with a campaign.
Associate the campaign with one or more views by setting system preferences.
Creating a Web Offer

You must create a Web offer with the appropriate value in the Type field: Web,
Web-Announcements, Web-Intentions, or Web-Life Events.
You can configure a Web offer to launch a Siebel eSmartScript when a user clicks
on the offer’s link.
To associate a Siebel eMarketing Web offer with a Siebel eSmartScript

1 Choose Screens Marketing Administration Offers All Offers.
The All Offers view appears.
2 Select an offer.
3 Click in the SmartScript Name field, then click the dropdown arrow.
The Pick SmartScript dialog box appears.
4 Pick the Siebel eSmartScript you wish to associate with the Web offer.

Associating a Web Offer with a Campaign

Web offers of type Web and Web-Announcements must be associated with an active
campaign. You must create the campaign if it does not already exist.
Web offers of types Web-Intentions and Web-Life Events do not have to be

associated with a campaign. They are listed in alphabetical order in the applicable
applet on the Siebel eAdvisor Tools page.
For more information on Siebel eMarketing campaigns, see Siebel Marketing

Administration Guide and Using Siebel Marketing.
To associate a Web offer with a campaign

1 Choose Screens Marketing Administration Campaigns Campaign
Explorer.
The Campaign Explorer Administration view appears.
2 Select the campaign with which to associate your Web offer.

3 Click Campaign Offers on the view bar.
The Campaign Offer Administration view for the selected campaign appears.
4 Click the Offers list applet to make it active.

5 Choose Edit Add New Record.

The Add Offers dialog box appears.
6 Select the offer to associate with this campaign, then click Add.
7 The selected offer is added to the Offers list.

Associating a Campaign with a View

Several system preferences determine the views that display offers associated with
campaigns. You must associate a campaign with a view to display its Web offers in
that view. Only one campaign can be associated with a view, but one campaign can
be associated with more than one view.
To associate a campaign with a view

1 Choose Screens Application Administration System Preferences.
The System Preferences Administration view appears.
2 Select the appropriate system preference as described below.
System Preference Target of Campaign
FINSeAdvisor Campaign Siebel eAdvisor Tools view
FINSeBanking Bill Pay Campaign Siebel eBanking Bill Pay Summary view and
Siebel eBrokerage Bill Pay Summary view
FINSeBanking Campaign Siebel eBanking Home Page view
FINSeEnrollment Campaign Siebel eEnrollment Home Page view
INSeService Campaign Siebel Insurance eService Home Page view and

Siebel Health Insurance eService Home Page
view
3 Enter the name of the appropriate campaign in the System Preference Value
field.
Web offers of types Web and Web-Announcements that are associated with this
campaign display in their corresponding applets on the Web site.

Setting Up Siebel eSearch
Setting Up Siebel eSearch 1
Siebel Search allows users to scan database tables and documents for pertinent
information. Siebel Search uses Fulcrum SearchServer, a high-performance indexing
and retrieval search engine.
Siebel eSearch is the Web deployment of Siebel Search. Siebel .COM applications
include a Search applet in the HTML thin client that also uses the Fulcrum
SearchServer engine to scan database tables and documents in the Siebel File
System. However, it is set up and administered separately from the dedicated
client’s search engine.
Users can perform complex searches using an intuitive user interface from many
screens in the .COM applications. Search results are ranked according to relevance
and sorted according to rank.
Siebel Search is included with every license for Siebel .COM products and must be
deployed on a Windows NT platform. Siebel eSearch can be configured to search
for database records containing the search criteria in the business components
shown in Table 1-1.
Table 1-1. Siebel eSearch Searchable Business Components (1 of 2)
Siebel .COM Search Field

Application Picklist Name Business Component Searchable Fields
Siebel eAdvisor Products Internal Product by Name, Description, Vendor,

Price List Vendor Part Number
Product Product Catalog Name, Description

Categories
Product Category
Siebel eBanking FAQs Solution FAQ, Solution

Siebel eBrokerage
Siebel eService FAQs Solution FAQ, Solution
Products Internal Product by Name, Description, Vendor,

Price List Vendor Part Number

Table 1-1. Siebel eSearch Searchable Business Components (2 of 2)
Siebel .COM Search Field

Application Picklist Name Business Component Searchable Fields
Siebel ePartner Company Account Company Name

Siebel eAgent Contact Contact Contact Last Name
Opportunity Opportunity Opportunity Name
Service Request Service Request SR Number
Siebel eSearch is included in the Siebel .COM applications installation. However, to

implement Siebel eSearch, you must first complete the following tasks:
Install Fulcrum SearchServer.

Set up a separate directory for the search indexes for Siebel eSearch.
Set up separate ODBC drivers for Siebel eSearch.
Create and index the search tables.
NOTE: The search table information for the dedicated client is not used for Siebel
Search on the HTML thin client. You must create separate search tables for the
HTML thin client.
For information about the installation and administration of Siebel Search, see the
Siebel Search Guide.
For information about creating search definitions for Siebel Search, see the Siebel
Tools Guide.

Users pick the data to search from the Search picklist and enter search criteria text
into the For field of the eSearch form applet.
Figure 1-2. Siebel eSearch Form Applet
Database records that contain the criteria text are returned in the Search Results list
applet. Users can double click on a linked field to see the detail for a record.
NOTE: The eSearch applet does not have Search functionality in Siebel ePartner or
Siebel eAgent. Instead it has Find functionality on selected fields.
Apply the operators and connectives summarized in Table 1-2 to search strings to
narrow search results.
Table 1-2. Search Operators and Connectives (1 of 2)
Operator or
Connective Result
AND, and, & Place this connector between terms to return items containing both terms.
Example: Each of the following returns records and documents that contain both customer
and service.
customer AND service
customer and service
customer & service
OR, or, | Place this connector between terms to return items containing either term or both terms.
Example: Each of the following returns records and documents that contain either
customer or service.
customer OR service
customer or service
customer | service

Table 1-2. Search Operators and Connectives (2 of 2)
Operator or
Connective Result
NOT, not, ~ Place this negation before a term to return items not containing the term.
Example: Each of the following returns records and documents that contain customer,
excluding those containing service.
customer NOT service
customer not service
customer ~ service
* Place this wildcard anywhere in a string to return items containing the string, or containing
the string plus any additional characters at the position at which it appears, up to (or
beginning with) a space.
Example: *rang* will return records and documents that contain any of arrange,
arranged, arranges, arranging, orange, orangutan, range, ranges, ranging, rang, sprang,
and so on.
? Place this wildcard anywhere in a string to return items containing the specific characters
specified in the string and any character at the location of the question mark.
Example: operate? will return records and documents that contain operates or operated,
among others, but not operate.
“” Place quotes around a string, except those modified by a wildcard, to return items
containing the group of words in their exact order.
Examples:
“customer service” will return records and documents that contain the phrase,
customer service.
NOT “customer service” will return records and documents that do not contain the
phrase, customer service.
() Place parentheses around terms in logical expressions to process their operators before
processing operators outside of parentheses.
Examples:
(customer OR service) AND NOT sales will return records and documents that
contain either customer or service but do not contain sales.
customer OR (service AND NOT sales) will return records and documents that
either contain customer, or contain service and have no reference to sales (sales may appear
in the same document as customer, but not in the same document as service).

The Advanced Search button on the eSearch applet accesses the Advanced Search
form applet. The Advanced Search form applet for Siebel eAdvisor is similar to
those for the other Siebel .COM applications and is shown in Figure 1-3.
Figure 1-3. Siebel eAdvisor Advanced Search Form Applet
The advanced search option works similarly to advanced search on a typical Web
search engine. The advanced search feature allows the user to:
Search multiple sources of information, including combinations of documents

and business components.
Narrow search results by specifying that results “must contain” or “should

contain” the search criteria.
Specify a search criterion as a phrase.
NOTE: The Advanced Search options in Siebel eSearch are not the same as Siebel
Advanced Search, which is a feature that employs other powerful search methods
and is available for the Siebel dedicated client.

Setting Up Siebel eCollaboration
Setting Up Siebel eCollaboration 1
Siebel eCollaboration allows call center agents and customers to “meet on the Web”
and use a variety of visual and verbal communication tools. They see the same
desktop image, as if they were sitting at the same computer.
When a customer clicks Contact a Service Agent, a Siebel eCollaboration session is

created automatically. When a call center agent accepts the customer’s Web call,
the agent is linked to the same Web page as the customer. The agent and customer
are also connected by the customer’s choice of verbal interaction: Voice over IP,
phone, or text chat.
With Follow-Me browsing, the agent and customer virtually share a browser. When
either one navigates to another page, the other’s browser also displays the new
page.
Besides touring different Web pages, the agent and customer can display
applications to each other. Either participant can display his or her entire desktop
to the other, even if the other does not have the application being displayed.
Because the agent can see what the customer sees, the agent is better equipped to
guide the customer to Web pages to find information, do demonstrations, or help
the customer complete a task. The customer is better equipped to convey the
service issue and to understand the solution the agent communicates.
Setting up Siebel eCollaboration for use by service agents and customers consists of
the following tasks:
Confirming installation requirements.

Installing the Siebel eCollaboration server.
Installing and configuring the Siebel eCollaboration client.
Adding service agents to the Web call pool.

Confirming Installation Requirements 1
The following installations and licensing must be completed before installing Siebel
eCollaboration.
Siebel Gateway Server.

Siebel Server.
Web server and Siebel Web Engine must be installed on the same computer. This
computer must meet the minimum requirements for the Siebel eCollaboration
server. These components may be on the same computer as the Siebel Server or
on a second computer.
Siebel dedicated client on the agent’s computer.

Siebel Call Center or Siebel Service license.
Siebel CTI license.
Siebel eService license.
Allaire JRun 2.3.3 license
CTI middleware, if telephone functions are managed by the agent’s computer.
JRun is the servlet engine supported by Siebel eCollaboration. For information
about JRun, visit the Allaire Web site at http://www.allaire.com.
For information about installing JRun, see the following file on the Siebel Windows
Server Programs CD-ROM:
\Thirdpty\enu\pixion\ecollaboration\server\ReadMe.txt
For more information about installing Siebel eBusiness server components and
Siebel .COM server components, refer to the Siebel Server Installation Guide.
For more information about installing Siebel clients, refer to the Siebel Client
Installation and Administration Guide.

Installing the Siebel eCollaboration Server 1
The Siebel eCollaboration server is a software suite that supports real-time data
conferencing. It is certified for deployment only on Windows NT 4.0 with the
Internet Information Server 3.0 or 4.0. The eCollaboration server consists of the
following components:
Siebel eCollaboration Web Applications, including the PictureTalk Meeting

application, is a Web interface for creating, joining, modifying, and deleting
virtual meetings.
Meeting Manager manages the server’s database of virtual meeting attributes

and routes connection requests from the PictureTalk Meeting application to the
Communication Session Server that is hosting the meeting.
Communication Session Server (CSS) Manager manages the meetings that are
active on a particular Windows NT server.
Communication Session Server, a program such as PTKD or PTKHTTPD, is

launched when a meeting becomes active. It manages communication,
transcoding, and compression for a particular meeting.
The Siebel eCollaboration server components work together as follows:
A customer logs in to Siebel eBanking, Siebel eBrokerage, Siebel eEnrollment, or

Siebel eService through a Web browser, and then clicks Contact a Service Agent
on the view bar of the Contact Us screen.
The customer fills out an online form, describing the service issue and
specifying the preferred verbal mode.
The Siebel eCollaboration Web Application passes meeting attributes to the

Meeting Manager application.
The Meeting Manager application creates a database entry to store the

information passed from the Web application.
When the customer requests the meeting, the Web application passes the
request to the Meeting Manager, which routes it in turn to the first available CSS
Manager.
The CSS Manager creates the meeting by launching the Communication Session
Server, then reports back to the Meeting Manager.

Meeting Manager returns a .pts file to the customer’s Web browser, which
launches the Siebel eCollaboration client.
The Communicator then connects to the CSS to log in to the virtual meeting.
When the service agent accepts the Web call, the agent is logged in similarly,
except that the Meeting Manager returns a .pts file for the meeting already
created by the customer’s login.
The CSS Manager monitors the Communication Session Server’s activities. If no

communication takes place in the meeting for a period specified in the CSS
Manager’s configuration file, the CSS Manager shuts down the meeting’s
Communication Session Server to preserve system resources.
You must perform the following tasks to complete the Siebel eCollaboration server
installation:
Install Allaire’s JRun.

Install the Siebel eCollaboration server.
Contact Siebel Technical Services to obtain the third-party license key that
allows use of the server.
If necessary, add views to the application that implements Siebel eCollaboration.

Installing the Siebel eCollaboration server updates the class path for the WebSurfer
in JRun. Each time you reinstall JRun, this class path is lost. You must reinstall the
Siebel eCollaboration server to update the class path.
NOTE: The Siebel eCollaboration server must be installed on the same computer as
the Web server.
NOTE: If you have an existing installation of Pixion’s PictureTalk server or

PictureTalk client, you must uninstall it before installing the Siebel eCollaboration
server. Delete the physical directory in which the PictureTalk server or client is
installed and restart the computer.

Installing Allaire’s JRun 1
Prior to installing the Siebel eCollaboration server, you must install Allaire’s JRun
2.3.3 on the same computer on which the Siebel server, the Web server, and the
Siebel Web engine are installed.
Caution: If you have a previous version of JRun, you must uninstall

it and delete the physical directory from your computer. You may
need to restart your machine to remove the physical directory.
To complete the JRun installation, you must first download and install the Java
Developer Kit (or JRE) 1.1 or higher, then download the JRun 2.3.3 installer.
Download the Java Developer Kit (or JRE) 1.1 or higher from http://
www.sun.com.
Download the JRun 2.3.3 installer from http://www.allaire.com/partners/oem/

jrun/. Click the “Windows 9x/NT end-user distribution of JRun 2.3.3” link, and
enter “jrun” for the user name and “rose10” for the password.
To install JRun 2.3.3

1 Turn off the World Wide Publishing service if it is on.
2 Double-click the jr233w.exe that you downloaded from Allaire.
The JRun Welcome screen is displayed.
3 Click Continue.
The JRun installer unpacks.
4 Click Yes to continue past the prompt to not install this version of Jrun over a
previous version and to stop any running Web servers.

5 Make the following entries in the JRun Setup Wizard dialog boxes that follow.
Click Next to continue from each screen.
Entry Prompt Recommended Entry Comment
Welcome No entry required.
Software License Yes Read, then agree to the

Agreement license terms.
Destination Location Accept the default

destination folder, or
browse to change it.
View Program Folders Select the default Java This choice is usually the
Developer Kit, <drive first one listed.
letter>:\jrun\jre.
JRun root directory Accept the default, or If you selected the default
change to the root directory in step 7, for
directory of your JRun example C:\JRun, it should
installation. display here as the default.
Select Older JRun Root Leave text box blank. Any older version of JRun
directory to migrate should already be removed.
properties
Enter Your JSM License R23ULW-8204057001

Key
Remote Admin Login info Accept the default

username and password,
"admin" and "admin."
<CF Anywhere> Leave checkbox blank. Siebel eCollaboration is not
mapping selection certified to support CFML
pages.
JSP Version mapping Accept the default, "Map

selection *.jsp to JSP 0.92."
Select a connector to IIS/PWS 3.0/4.0

install

Entry Prompt Recommended Entry Comment
Proxy Host and Proxy Port If you have a proxy host

and proxy port, enter
them, else click Next.
IIS '/scripts' directory, Enter the correct scripts If necessary, use the browse
JRun global filter, and directory from your feature to find your scripts
Platform INETPUBS directory, directory. Click on the three
<drive letter>:/ dots button to get directory
Inetpubs/scripts. Click to structure. Click on the two
place a check in the JRun dots to go up one level in the
global filter checkbox. directory structure and one
Select the intel-win dot to go to the top of the
platform. directory structure.You add
the JRun global filter by
checking the JRun global
filter checkbox.
6 Click OK in the dialog box, confirming that a jrun.dll is added to the IIS
metabase.
7 Click Finish in the dialog box, confirming that the connector configuration was
successful.
8 Click No to decline registering JRun, then click Finish to exit the installation.

To install the Siebel eCollaboration server

1 On the eCollaboration server computer, quit all open applications and stop the
World Wide Web Publishing service.
2 Insert the Siebel Windows Server Programs CD-ROM.

3 In the Windows NT Explorer, go to the folder on the CD:
\Thirdpty\enu\pixion\ecollaboration\server.
4 Double-click setup.exe.
The Siebel eCollaboration server installation wizard Welcome page appears.

5 Follow the prompts to complete the installation, using the following guidelines
for your entries.
Field Title Guideline
Select Destination Directory Accept the default or specify a different folder.
Select Installation Type Select Typical.
Domain Name Enter the domain name of the Siebel

eCollaboration server, for example,
www.mycompany.com
Virtual Directory Enter the name of the Siebel .COM application

through which you will run eCollaboration:
For Siebel eAdvisor, enter finseadvisor.
For Siebel eBanking, enter finsebanking.
For Siebel eBrokerage, enter finsebrokerage.
For Siebel Insurance eService or Siebel Health
Insurance eService, enter inseservice.
For Siebel Health Insurance eEnrollment, enter
inseenrollment.
This entry is case-sensitive.
6 After exiting the Siebel eCollaboration installation wizard, click OK in the Install
dialog box to restart your computer.
The Siebel eCollaboration server, PictureTalk CSS Manager, PictureTalk Meeting

Manager, JRun Service Manager, and the World Wide Web Publishing services
are started.

Obtaining a License Key for Siebel eCollaboration 1
The license.ini file defines to the eCollaboration server the maximum number of
concurrent users. Siebel Technical Services provides the license.ini file to use at
your site.
To provide the license key to eCollaboration

1 Submit a service request to Siebel Technical Services indicating that you need a
license.ini file. Provide the following information:
The IP address of the server that hosts the eCollaboration server. The license
key is based on the server’s IP address.
The number of concurrent users you have licensed.
2 Save the license.ini file to the \PictureTalk\Mgr folder in the eCollaboration

server root directory.
Adding Required Views 1
The views required to run Siebel eCollaboration must be included in the application
in which you implement eCollaboration. If you implement eCollaboration in an
application other than Siebel eService, that application likely does not include all of
the required views.
Five of the required views are included with your Siebel eCollaboration license:
Call Me Now Acknowledging View (eService)

Call Me Now Form View (eService)
Web Collab Acknowledging View (eService)
Web Collab Form View (eService)
Web Collab PTK Content View (eService)

Two of the required views may or may not be included with the Siebel .COM
applications you license. They are required to exist in the Siebel Repository File
(siebel.srf) in name only, so you can satisfy the requirement by using Siebel Tools
to either create a view or change the name of an existing view in Siebel Tools.
FAQ List View (eService) – The view on which the Contact a Service Agent view
bar entry appears must have this name. This is the primary view from which
eCollaboration is accessed.
FAQ Detail View (eService) – If a user can drill down in any way from the FAQ
List View (eService), and you want to include Contact a Service Agent in the
view bar, then the resulting view must have this name.
For information about working with views, see the Siebel Tools Guide.
To add required views to the application in which you implement Siebel

eCollaboration
1 Make a copy of the Siebel.Repository File (siebel.srf) in the /siebsrvr/Objects
directory and in the /client/Objects directory.
2 Log in to Siebel Tools as an administrator.

3 Lock the project corresponding to the application to which you add views, for
example the Siebel eBanking project.
a Select Projects in the Object Explorer applet.

b Select the appropriate project in the Projects list applet.
c Click the Locked field.
4 In the Object Explorer applet, click the Expand (+) button next to Application,
then select Screen Menu Item in its subtree.
5 In the Applications list applet, select the appropriate application, for example
Siebel eBanking.
6 Determine and note the screen in which to include the eCollaboration feature by
examining the list in the Screen Menu Items list applet. For example, you could
include eCollaboration in the FINS eBanking Contact Us Screen.
7 In the Object Explorer applet, click the Expand (+) button next to Screen, then
select Screen View in its subtree.
8 In the Screens list applet, select the screen you noted in Step 6.
9 Click the Screen Views list applet to make it active, then add each of the

following views, if it is not already listed, by in turn choosing Edit New
Record.
Call Me Now Acknowledging View (eService)
Call Me Now Form View (eService)
Web Collab Acknowledging View (eService)
Web Collab Form View (eService)
Web Collab PTK Content View (eService)
FAQ Detail View (eService)
FAQ List View (eService)

10 Choose Repository Compile to compile the locked project to the Siebel.srf file
in the /client/Objects directory.

11 Using your NT Services control panel, stop these services in the following order:
IIS Admin Services (which stops the World Wide Web Publishing service)
JRun Service Manager
PictureTalk CSS Manager
PictureTalk Meeting Manager
Siebel Server
Siebel Gateway Name Server
12 Copy the siebel.srf file that you compiled in Step 10 from the /client/Objects
directory to the /siebsrvr/Objects directory.
13 Restart the services in the following order:

Siebel Gateway Name Server
Siebel Server
World Wide Web Publishing
JRun Service Manager
Picture Talk CSS Manager
Picture Talk Meeting Manager
Installing the Siebel eCollaboration Client 1
The Siebel eCollaboration client provides verbal and visual communication

functionality during a virtual meeting.
A Siebel eCollaboration virtual meeting requires that the participants have the
Siebel eCollaboration client installed. When a virtual meeting is started, the Siebel
eCollaboration client assumes control by providing its own browser window. It also
provides a toolbar for controlling the session.

When a customer requests a virtual meeting by clicking Contact a Service Agent on

the view bar of either the Siebel eBanking, Siebel eEnrollment, or Siebel eService
Contact Us screen, Siebel eCollaboration checks the customer’s system to see if the
Siebel eCollaboration client is installed. If not, Siebel eCollaboration offers the
customer an automatic download and installation of the client.
The Siebel eCollaboration client is typically installed on a service agent’s computer

from the Siebel Windows Client Programs CD-ROM. You must install the Siebel
eCollaboration client on each computer that has service agents who use Siebel
eCollaboration.
NOTE: If running setup.exe from the CD in the following procedure produces an

error, copy the setup.exe file to your desktop and run it from there.
To install the Siebel eCollaboration client on a service agent’s computer

1 On the agent’s computer, insert the Siebel Windows Client Programs CD-ROM.
2 In the Windows NT Explorer, go to the folder on the CD:
\Thirdpty\enu\pixion\ecollaboration\client.
3 Double-click setup.exe.
The Siebel eCollaboration client installs to the folder, c:\Program Files.
4 Stop, then start your Siebel Gateway Name Server and Siebel Server services.
5 Verify that your Siebel dedicated client is enabled for CTI.

a In the Start Programs menu, right click the icon for the PictureTalk client,
then click Properties.
b Add the switch, /CTI, to your target.

6 In the Siebel dedicated client, choose Screens Server Administration

Enterprise Configuration Enterprise Component Groups, then select Web
Collaboration on the Enterprise Component Groups list applet and click the
Enable button.

Configuring the Siebel eCollaboration Client 1
Agents and customers can configure the Siebel eCollaboration client to store
personal information, both for internal identification and to display to other
participants during virtual meetings.
To configure the Siebel eCollaboration client for personal information

1 Choose Start Programs PictureTalk Communicator Configure Personal
Information.
The Personal Info dialog box appears.
2 Enter any fields that may apply. Some field descriptions follow.
Field Comments
Full Name fields For internal identification only. They are not displayed to other
virtual meeting participants.
“User” Name Identifies a virtual meeting participant to the other participants.
Icon Visual identification of a virtual meeting participant to the other

participants. To choose a prepackaged icon, click Browse next to
the Icon text box.
3 Click OK to update the personal information.

Adding Service Agents to the Web Call Pool 1
When a Siebel eCollaboration session is requested by a customer, the call is routed

to the first available agent in a queue of agents eligible to take Web calls. For each
teleset associated with an agent, you must set a flag in the agent’s record to make
the agent eligible to receive Web calls.
It is strongly recommended that you allocate a pool of service agents to handle Web
calls only. If such a pool of dedicated Web call agents is not created, Siebel
eCollaboration can send Web calls to agents on other phone calls or who are in a
not-ready state.
NOTE: An agent cannot control telephone calls with the CTI toolbar if CTI
middleware is not installed. The telephone option is displayed to customers even
though it is not available. In the TODO_TYPE list of values, uncheck the Active field
in the record with Display Value “Telephone” to remove Telephone from the picklist
displayed to customers in the Contact a Service Agent form applet.
For more information about CTI configuration, see the Siebel CTI Guide.
For information about modifying a list of values, see the Siebel Applications
Administration Guide.
To make an agent eligible to receive Web calls on a particular teleset

1 Choose Screens Communications Administration CTI All Telesets.
The All Telesets view appears.
2 In the Telesets list applet, select a teleset for which you want to make the agent
eligible to receive Web calls.
3 Click on the Agents list applet to make it the active applet.

4 Select the agent.
5 Click in the agent’s Web Call field.
A check indicates that the agent is eligible for Web calls on this teleset.
6 Reconnect as the designated agent.

7 Choose View Options.

The Options dialog box is displayed.
8 Click on the Message Broadcasting tab, then make sure the Show message bar
checkbox is checked and new messages are checked for at an appropriate
frequency, for example every five seconds.

User Access 2
Contact Login and Employee Login . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Setting Up User Access for Contact Login . . . . . . . . . . . . . . . . . . . . . . . 2-3

Users as Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Proxies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Security Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7
Login and Database Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7
Setting Up Conventional User Access . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Providing Access to Your Login Page . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Configuring the Security Authentication System . . . . . . . . . . . . . . . . 2-9
Creating Required Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Editing the eapps.cfg File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24
Creating Delegated Administrators for Companies . . . . . . . . . . . . . . 2-24
Confirming Links to Seed Data . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-28
Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-32
Setting Up User Access for Multiple Organizations . . . . . . . . . . . . . . . . . .2-45
Setting Up Entitlement Verification . . . . . . . . . . . . . . . . . . . . . . . . . . 2-52
Setting Up User Access for Employee Login . . . . . . . . . . . . . . . . . . . . . 2-55

Security Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-55
Login and Database Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-56
Setting Up User Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-58
Providing Access to Your Login Page . . . . . . . . . . . . . . . . . . . . . . . 2-58
Configuring the Security Authentication System . . . . . . . . . . . . . . . 2-59
Creating Database Logins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-59
Creating Delegated Administrators . . . . . . . . . . . . . . . . . . . . . . . . . 2-60
User Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-70

User Access
Contact Login and Employee Login
Contact Login and Employee Login 2
Your Siebel .COM application allows users to log in using only one of the following
strategies: contact login or employee login.
For applications using contact login, each user is represented by a record in the
Contacts table. For applications using employee login, each user is represented by
a record in the Employees table.
Caution: Read only the sections of this chapter that apply to your
application’s login strategy.
Siebel .COM Application Login Strategy Read Sections:
Siebel eAdvisor Contact Setting Up User Access for Contact Login
Siebel eBanking Contact Setting Up User Access for Contact Login

Setting Up Entitlement Verification
Siebel eBrokerage Contact Setting Up User Access for Contact Login

Siebel Insurance eService Contact Setting Up User Access for Contact Login
Siebel Health Insurance Contact Setting Up User Access for Contact Login
eService
Siebel eEnrollment Contact Setting Up User Access for Contact Login
Siebel ePartner Employee Setting Up User Access for Employee Login
Siebel eAgent Employee Setting Up User Access for Employee Login

User Access
Setting Up User Access for Contact Login
Setting Up User Access for Contact Login 2
Contact users log in as unregistered users, registered visitors, registered users, or

delegated administrators, with different levels of access to the database. Individual
Siebel .COM applications can use one or more of these user groups.
Table 2-1 shows which user groups have access to each application.
NOTE: Disregard instructions about setting up user access that are not specific to
your application’s user groups.
Table 2-1. Contact User Groups
Unregistered Registered Registered Delegated

Application Users Visitors Users Administrators
Siebel eAdvisor X X X
Siebel eBanking X X
Siebel eBrokerage X X
Siebel Insurance X
eService
Siebel Health X
Insurance eService
Siebel eEnrollment X
Unregistered users enter through the Browse button on the Login page. No user
name or password is required. Typically, unregistered users can view data and use
features intended for public access, for example, viewing product descriptions and
frequently asked questions.
Registered visitors log in using the Login button on the Login page after supplying
a valid user name and password. They exist in the database, but they have the same
limited visibility as unregistered users. Visitors who self-register on a Siebel
eAdvisor Web site are registered visitors.

User Access
Registered users log in using the Login button on the Login page after supplying a
valid user name and password. In addition to the capabilities of unregistered users,
registered users can view data with which they are associated and use features
designed to use with their data. For example, they can submit service requests and
later check their status, and they can order products.
Delegated administrators are registered users who are assigned expanded access to
the database. Like other registered users, delegated administrators log in using the
Login button on the Login page and must supply a valid user name and password.
Unlike other registered users, delegated administrators can add other registered
users, thus reducing this load at your host company.
Delegated administrators are typically registered users in business-to-business

relationships. For example, a delegated administrator can add registered users who
are colleagues authorized to order products or request service from your host
company.
Users as Contacts 2
Unregistered users do not exist individually in the database. Instead, one Contact
record represents all unregistered users. A distinct Contact record represents each
registered user, including delegated administrators.
Table 2-2 on page 2-5 lists the fields in the Contact record that are related to contact
user access. You must navigate to two different views to see all of these fields:
Choose Screens Application Administration Contact User Administration to

see the Contact User Administration view.
Choose Screens
Contacts All Contacts across Organizations to see the All
Contacts across Organizations view.

User Access
If a field’s description is not evident, it is commented. Fields are noted as “required”

for contact user login only, not for all contacts.
Table 2-2. Contact Fields
View Field Name Comments
User Administration Last Name Required.
First Name Required.
Login Name Required. This is the user name entered

when a contact user logs in.
Password No data is stored here. However, an entry

in this field can be propagated to the
Siebel LDAP security adapter, and then
used by a contact user to log in.
Employee Login Name Required. This is the value in an

Employee record’s Login Name field.
That Employee record acts as a proxy to
provide a responsibility (set of views) to
the user.
New Employee Login This field is also the value in an

Name Employee record’s Login Name field. It is
used only when creating a new registered
user. Only delegated administrators and
the unregistered users Contact records
have a value in this field.
Region This value specifies the user’s geographic

region. If you associate products with
specific regions and set this field’s value,
Siebel eAdvisor users see only products
associated with their regions.
RegionSetFlag Enter a check to indicate that this user’s

region is set. If this field is unchecked, a
new Siebel eAdvisor user is asked to
select a region.
All Contacts across Email Address

Organizations
Company
Organization Required. This must match the

organization of the proxy employee used
by this contact.

User Access
Proxies 2
Proxies provide database visibility indirectly to contact users. Each proxy is a record
in the Employee table of the database. Unlike other employees, a proxy does not
represent a real person and does not have a database login. A proxy is used only to
provide a responsibility and visibility to contact users.
Three proxy Employee records are provided as seed data.
Table 2-3 lists the fields in the Employee record that are related to the proxy role.
You must navigate to two different views to see all of these fields:
Choose Screens
Application Administration Employees Employees to see
the Employee Administration view.
Choose Screens
Employees All Employees across Organizations to see the
All Employees across Organizations view.
A field’s significance to the proxy role is commented.
Table 2-3. Proxy Employee Fields
View Field Name Comments
Employee Last Name Required. Seed data proxies have descriptive

Administration names.
First Name Required. Seed data proxies’ first names are the
same as their last names.
Login Name Required. A user’s Contact record links to this

proxy employee if its Employee Login Name field
matches this field. This is not a database login as
it is for other employees.
Responsibility Required. Contacts using this proxy will see the

views in this responsibility.
Position Seed data proxies have seed data positions.
Organization Required. Seed data proxies have a seed data

organization.
All Employees Division Seed data proxies’ division is the same seed data
across as the Organization field.
Organizations

User Access
Security Adapters 2
A security adapter is an interface to an external authentication system. It can

concurrently provide user authentication for multiple independent applications.
When a security adapter is used, authentication and user administration are done
using the external system instead of the database.
The use of a security adapter to authenticate Siebel contact users minimizes the
number of accounts needed for direct access to the database.
Siebel contact users exist as Contact records in the database. Unlike employees,
contacts have no database account. A security adapter enables contact-based,
instead of employee-based, authentication.
A security adapter is strongly recommended for contact user authentication.
Login and Database Access 2
The login process for registered contact users is described below:
The user clicks a button on your Web site or enters a URL (uniform resource
locator) into the Address field of their Internet browser to access the Login page.
The user submits a user name and password.

A security authentication system, such as Netscape LDAP Server service,
authenticates the user name and password.
If authenticated, the security adapter provides credentials for a database account

that are used to log in seamlessly.
The user’s record in the Contacts table of the database is located.

The Contact record is linked to a record in the Employees table of the database,
providing data visibility and views to the user.

User Access
Figure 2-1 shows the login process for a registered contact user. Contact and proxy
Employee records show the fields critical to login and visibility.
Login Page 4. Does login name match login Contact Record

name for a Contact record?
User Name: HKIM Login Name Employee Login
Name
Password : HKIMPW
HKIM CUSTOMER
1. Login name and password in 5. Pointer to proxy Employee to get views

authentication repository?
Security Authentication
(Proxy) Employee Record
System
______ _______
Login Name Responsibility
HKIM HKIMPW
______ _______
______ _______ CUSTOMER Registered Customer
2. Credentials provided for

6. Responsibility provides views
database login
Siebel .COM User Interface

3. Data
Siebel Database
Figure 2-1. Siebel Contact User Login Process
Unregistered users access the database similarly, except that they do not provide a
user name or password on the Login page. A configuration file identifies the
unregistered users Contact record, which in turn points to a proxy Employee
reserved for unregistered users.
Registered visitors use the same proxy Employee record as unregistered users. That
Employee record has the Login Name GUEST, so GUEST is the value in the
Employee Login Name field in the registered visitor’s Contact record.

User Access
Setting Up Conventional User Access 2
To enable contact users to log in, you must complete the following tasks:
Provide access to your Financial Services .COM Login page.

Configure the security authentication system.
Create required data.
Edit the eapps.cfg file.
Optionally create delegated administrators for accounts.
Confirm links to seed data.
Providing Access to Your Login Page 2
In most implementations, you will provide buttons on your company’s Web site
home page that will link to Siebel Financial Services .COM Login pages.
Alternatively, you can provide URLs to your users. In either case, the URLs are the
virtual directories for each Financial Services .COM application, and are assigned at
installation. The virtual directory is the alias for the public directory for the
particular application.
For more information about virtual directories for Siebel .COM applications, see the
Siebel Server Installation Guide.
Configuring the Security Authentication System 2
The use of a security authentication system is strongly recommended and is the

conventional method for authenticating contact users.
Siebel Financial Services applications include a security adapter employing LDAP

(Lightweight Directory Access Protocol) authentication. You can use a different
security adapter or write your own adapter to provide a different system for external
authentication, as long as the adapter implements the interface required.
You must provide the server used by the security adapter. If you use the Siebel-
supplied adapter, the server must be LDAP-compatible and must enforce
uniqueness of login names. The Siebel LDAP adapter assumes the use of a single
LDAP server.

User Access
For information about the required interface for security adapters used with Siebel
Financial Services applications, see the Siebel 2000 Open Authentication Model:
Security Adapter Interfaces document on the Siebel SupportWeb.
NOTE: If you do not use a security adapter, then you must provide each user’s
Contact record with a direct database login and password, to be entered by the user
at login. This strategy requires significant administration at your host company.
Information Stored in the Security Authentication System

A security authentication system stores a user name, password, credentials, and
roles for each user. Another piece of information, account status, is supported by
the API but currently ignored by the Siebel client.
The user name and password are those entered by a registered user to log in to a
Siebel Financial Services .COM application’s Login page. For unregistered users, a
default user name and password exist, but are not entered by the user.
Credentials supported in Siebel Financial Services applications are database

credentials, which are of the form “username=U password=P type=T” in the
LDAP implementation. There may be any amount of white space between the three
pairs and no space within each key=value pair. The keywords “username,”
“password,” and “type” must be lowercase. The type value is the name of a data
source and is case-insensitive. There may also be a single credential of the form
“username=U password=P”. This default credential is used when a user tries to
connect to a data source for which no credential has a matching type value.
Roles are the same as responsibilities in Siebel applications. Responsibilities are

typically stored in the Siebel database, but they can instead be stored in LDAP.
Leave role values empty to administer responsibilities from within Siebel Financial
Services.
After a user name and password are authenticated by the security adapter, the
adapter provides the credentials to log in to the database seamlessly. After login, the
Siebel application locates the user’s Contact record by matching the authenticated
user name with the Contact’s login name.

User Access
Configuring to Use External Security Authentication

The following files specify that a security adapter is being used to authenticate
contact users. They are identical in structure, and are located in the \siebsrvr\bin
folder.
finseadvisor.cfg for Siebel eAdvisor

finsebanking.cfg for Siebel eBanking
finsebrokerage.cfg for Siebel eBrokerage
inseservice.cfg for Siebel Insurance eService and Siebel Health Insurance
eService
inseenrollment.cfg for Siebel Health Insurance eEnrollment

finsecustomer.cfg for Siebel eCustomer
finscw.cfg for Siebel ePartner and Siebel eAgent
For each application that is using security adapter authentication, several sections
of the applicable configuration file must include parameters to define how the
authentication is done. Open a configuration file in a text editor to make changes.
To specify that a data source uses a security adapter (in this example, the Siebel
LDAP adapter), add a line similar to the following in the data source’s section. In
the [Server] data source, this line is already included in commented form. Delete
the semicolon preceding it to enable it.
SecurityAdapter = LDAP
To specify contact login, as opposed to employee login, add the following line to the
data source’s section.
ContactLogin = TRUE
This line is already included in the [Server] parameters with a default value of
FALSE.

User Access
Following is an example of a complete data source with the Siebel LDAP security
adapter specified. LDAP refers to an entry in the [SecurityAdapters] section.
[Server]
Docked = FALSE
ConnectString = c:\v60\sample\sse_samp.dbf -Q -
m
TableOwner = SIEBEL
DockedDBFilename = c:\v60\sample\sse_samp.mdf
DLL = sscdw55.dll
SqlStyle = Watcom
MaxCachedCursors = 16
MaxCachedDataSets = 16
ReverseFillThreshold = 100
CaseInsensitive = TRUE
InsensitivityFactor = 2
SearchStyle = Fulcrum
SearchConnectString = Siebel_Search
SearchDefName = Fulcrum 1
SecurityAdapter = LDAP
ContactLogin = TRUE

User Access
The [SecurityAdapters] section follows the same format as the [DataSources]

section: a listing of all security adapters, followed by a separate section for each. In
the following example, the [LDAP] section shows typical parameters for the Siebel
LDAP adapter. By default, this section is partially completed.
[SecurityAdapters]
LDAP = LDAP
[LDAP]
DllName = sscfldap.dll
ServerName = ldap.akparker.com
Port = 389
BaseDN = "ou=People, o=mycompany.com"
UsernameAttributeType = uid
PasswordAttributeType = userPassword
CredentialsAttributeType = credentials
RolesAttributeType = roles
SslDatabase =
EncryptCredentialsPassword = FALSE

User Access
Some parameters are used by all security adapters, and others are specific to a
particular adapter. Table 2-4 describes these parameters, showing default values for
the Siebel LDAP security adapter.
NOTE: Section names and keys are case-insensitive and values are case-sensitive for
all configuration file entries.
Table 2-4. Configuration File Parameters for Security Adapters (1 of 3)
Parameter Comments
DllName Parameter for all adapters. Required.

Required entry for Siebel LDAP: sscfldap.dll
Specifies the dll that implements the security adapter API required for
Siebel integration. In a Solaris implementation, the actual Solaris file
name, libsscfldap.so, is also a valid entry for the Siebel LDAP DLL. If
the short name is used in a Solaris implementation, it will be converted
internally to the full Solaris file name.
SupportsIntegratedAuthentication Parameter for all adapters.

Default: FALSE
If TRUE, the adapter supports integrated authentication, that is, the user
may be authenticated without requiring a user name and password,
such as through the operating system. If TRUE, the Siebel dedicated
client tries to use integrated authentication to authenticate with the
security adapter and resorts to ordinary authentication if this fails. Note
that the Siebel thin clients, including the HTML thin client, do not use
integrated authentication, regardless of the value of this parameter.
ServerName Parameter for LDAP adapter. Required.

Name of the machine on which the LDAP server runs.
Port Parameter for LDAP adapter.

Default: 389 if SslDatabase parameter is not set and 636 otherwise.
The port on the server machine to access the LDAP server. Typically, use
389 for standard transmission or 636 for secure transmission.

User Access
Parameter Comments
BaseDN Parameter for LDAP adapter. Required.

Default: “”
The Base Distinguished Name is the root of the tree under which users
are stored. Users can be added directly or indirectly below this directory.
If administration through the Siebel client is supported, new users
added to the LDAP server through your Siebel application are added
directly under this directory. In the example, “o” denotes “organization”
and is typically your Web site’s domain name. “ou” denotes
“organization unit” and is the subdirectory in which users are stored.
UsernameAttributeType Parameter for LDAP adapter.

Default: uid
The attribute type under which the user name is stored. For example,
when user SADMIN attempts to log in, the LDAP searches for
uid=SADMIN.
PasswordAttributeType Parameter for LDAP adapter.

Default: userPassword
The attribute type for passwords in the LDAP server. The default should
be fine in almost every case.
CredentialsAttributeType Parameter for LDAP adapter.

Default: credentials
The attribute type for credentials. They are stored in the user entry
under this attribute in the LDAP server.
RolesAttributeType Parameter for LDAP adapter.

Default: roles
The attribute type for roles. They are stored in the user entry under this
attribute in the LDAP server.

User Access
Parameter Comments
SslDatabase Parameter for LDAP adapter.

Default: “”
If empty, an SSL (secure sockets layer) is not used. If nonempty, it must
be the absolute path of a valid Netscape 4.x cert7.db certificate database
that contains a certificate for the LDAP server or the Certificate
Authority used by the LDAP server.
EncryptCredentialsPassword Parameter for all adapters.
Default: FALSE
If TRUE, a user’s password is encrypted before being sent to the
database. The encrypted version is the valid database login password.
NOTE: You can create more than one ou (organizational unit) subdirectory in your
LDAP directory; for example, a “partners” ou for Siebel ePartner users and a
“customers” ou for Siebel eAdvisor, Siebel eBanking, and Siebel eBrokerage users.
In the finscw.cfg file, the BaseDN setting would include “ou = partners.” In
finseadvisor.cfg, finsebanking.cfg, and finsebrokerage.cfg the parameter would be
“ou = customers.”
For information about implementing the Siebel LDAP and other security adapters,
see the Siebel Server Administration Guide.

User Access
Administering the Security Adapter

The security adapter can be administered from within a Siebel application. Changes
such as adding a user or changing a password through the dedicated client, thin
client, or HTML thin client will then be propagated to the authentication system.
Changes in authentication data are propagated to the security authentication system

when the following conditions are met.
The Siebel SecExternalUserAdministration system preference is set to FALSE.

The administrator who makes the data changes is authenticated by the security
adapter at login.
NOTE: An administrator can delete a user from the security adapter repository only
by modifying the repository directly, whether or not the adapter is administered
from within Siebel Financial Services. However, a user’s authentication can be
disabled from within Siebel Financial Services by deleting the user’s login name.
To set the SecExternalUserAdministration system preference

1 In the Siebel dedicated client or thin client, choose Screens Application

Administration System Preferences.
The System Preference Administration view appears.
2 Set the SecExternalUserAdministration system preference to FALSE.

Setting external administration of the security adapter to FALSE means it can be
administered from within Siebel Financial Services.
Any delegated administrator logging in to a Siebel Financial Services .COM

application through a security adapter can propagate changes, such as adding users
or changing a password, to the security adapter.

User Access
For an administrator using the Siebel dedicated client or thin client to propagate
changes to the security adapter, you must configure at least one data source to use
external security authentication.
The data source must be in the fins.cfg file, the configuration file used by Siebel
Financial Services when accessed from the dedicated or thin client.
If you do not want all authentication to be by the security adapter, then you must
maintain at least two data sources in the configuration file: one for external
security authentication and one for your other means of authentication, typically
database authentication.
To configure a data source for security authentication through the dedicated client
and thin client
1 Create the database login and password described in “Creating a Database Login
for Contact Users” on page 2-21
2 In your security authentication repository, add records for administrators who

will modify security authentication data through the dedicated or thin client.
For the Siebel LDAP security adapter, these records include field entries similar
to Login Name: NAME, Password: PASSWORD, Database Credentials:
username=DBLOGIN password=DBPASSWORD, where Login Name must
match the login name in your administrator’s Employee record, and the
credentials must match the database login you created in Step 1.
3 Open the applicable configuration file in a text editor.

4 If necessary, create a new data source:
a In the [DataSources] section, add a line such as
LDAPserver = LDAPServer.
b Create a section for the new data source, such as [LDAPServer].

c Copy the parameters from the data source section that your Siebel
implementation typically uses, such as the [Server] section.
5 Set the parameters in the applicable data source section, as described in

“Configuring to Use External Security Authentication” on page 2-11, except set
ContactLogin = FALSE to enable security adapter authentication of
employees.

User Access
6 Save the file.

7 When users log in, they must choose the correct data source from the Connect
to picklist.
For information about implementing the Siebel LDAP and other security adapters,
see the Siebel Server Administration Guide.
Creating Required Data 2
About Data Visibility

Data visibility, the actual records a user can see, is restricted by several factors:
Company assigned to the user’s Contact record

Organization assigned to the user’s Contact record
Organization assigned to the user’s proxy Employee record
For Siebel eAdvisor product visibility, the region assigned to the user’s Contact
record
Some business models suggest classifying contact users by organization. For

example, you can create organizations for client companies because they buy
different product lines from your company. Other business models do not suggest
multiple organizations. For example, one product line and level of service may be
available to all customers, or the benefit of maintaining multiple organizations does
not justify the administrative overhead.

User Access
Every Siebel Financial Services .COM implementation must have at least one
organization to which contact users can belong.
For many implementations, a single organization for all contact users is suitable.
Adapting minimal seed data is sufficient to enable user access. Company visibility
is easy to maintain and effectively restricts data visibility. A single organization of
contact users is the conventional implementation presented.
Strategies to use in setting up a single-organization implementation include:
For business-to-business relationships, assign a company to each registered user.

For business-to-business relationships, create a delegated administrator for each
company.
Associate data such as price lists and service requests with a company.
For information about setting up companies and organizations, see the Siebel
Applications Administration Guide or the Siebel Financial Services Guide.
For information about configuring visibility, see the Siebel Tools Guide.
Creating Minimal Data for User Access

A database administrator must do the following tasks to provide contact users with
database visibility. Depending on your implementation, you may have to do
additional tasks.
NOTE: You must do only the following tasks that apply to the user groups for your
application. See Table 2-1 on page 2-3.
Create a database login for all contact users.

Create an authenticated login for unregistered users.
Create one Contact record in the database for unregistered users.
Edit the eapps.cfg file to identify the unregistered users Contact record.

User Access
Creating a Database Login for Contact Users

You must create one database login, of the following form, that will access the
database for all contact users:
Login = DBLOGIN, Password = DBPASSWORD,
where DBLOGIN and DBPASSWORD represent a database login name and password
that you provide.
Unlike other database logins, this login must not have a corresponding Employee
record.
Creating an Authenticated Login for Unregistered Users

You must create a record in your security authentication repository for unregistered
user login similar to the one shown below for the Siebel LDAP security adapter.
Enter the exact Login Name and Login Password shown.
Login Name GUEST

Login Password GUEST
Database Credentials username=DBLOGIN password=DBPASSWORD
NOTE: The database credentials user name and password must match the login
name and password of the database login you created.
Creating the Unregistered Users Contact

You must create the unregistered users Contact record with the field values shown
below. The Login Name, GUEST, is the same as the login name in your security
authentication repository record for unregistered user login. The Employee Login
Name and New Employee Login Name specify seed data proxy Employees.
Last Name Unregistered Visitor

First Name Unregistered Visitor
Login Name GUEST
Employee Login Name GUEST
New Employee Login Name GUEST

User Access
To add the unregistered users Contact to your database

1 In the dedicated client or thin client, choose Screens Application

Administration Contact User Administration.
The Contact User Administration view appears.

A new record is added.
3 Enter the fields exactly as they appear in “Creating the Unregistered Users
Contact” on page 2-21.

User Access
4 Choose Screens Contacts All Contacts across Organizations.

The All Contacts across Organizations view appears.
5 Select the Unregistered Visitor record you added in Step 3 on page 2-22.
6 Click on the Organization field, then click the down arrow.
The Pick Organization dialog box appears.
7 Select Default Organization, then click Pick.

User Access
Editing the eapps.cfg File 2
The [/finseadvisor] and [/finsecustomer] sections of the SWEApp\bin\eapps.cfg

file contain definitions that are required for unregistered user access. Use a text
editor to make sure the following parameter values are present.
AnonUserName = GUEST
AnonPassword = GUEST
GUEST is the authenticated user name and the authenticated password for
unregistered users stored in the security authentication repository, as described in
“Creating an Authenticated Login for Unregistered Users” on page 2-21. It is also the
Login Name for the unregistered users Contact, as described in “Creating the
Unregistered Users Contact” on page 2-21.
Creating Delegated Administrators for Companies 2
Many implementations associate contacts with companies. You do not have to use
delegated administrators, but most implementations suggest using them.
A contact user who self-registers can be associated with a company only by an

administrator at your host company, thus increasing your administrative
overhead.
Adding contact users through the dedicated or thin client at your host company
increases your administrative overhead.
Delegated administrators can add more registered users within their company,
including more delegated administrators, thus minimizing the administrative
overhead at your host company.
NOTE: Not all Siebel .COM applications are configured to allow contact user self-
registration by default. Users of Siebel eAdvisor can self-register.
Because a delegated administrator has visibility of data only within their company,
an administrator at your host company must create the first delegated administrator
Contact record for each company.
NOTE: For changes to the Contacts table to propagate to the security adapter, the
system preference SecExternalUserAdministration must be set to FALSE.

User Access
To add a delegated administrator Contact for a company in the Default Organization

1 In the dedicated client or thin client, choose Screens Application

Administration Contact User Administration.


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3 Use the following guidelines to enter the fields:
Field Required Entry Comments
Last Name Required. User’s last name.
First Name Required. User’s first name.
Login Name Required. The Login Name is

propagated to the Siebel LDAP adapter.
Password Required. Password will not be stored

in the database, but is propagated to
the Siebel LDAP adapter.
Employee Login Name CADMIN Required. This is the Login Name for
the seed data Delegated Administrator
proxy Employee.
New Employee Login Name CUSTOMER Required. This is the Login Name for
the seed data Registered Customer
proxy Employee. It is assigned as the
default proxy Employee to any new
user created by this delegated
administrator.

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5 Select the delegated administrator record you added in Step 3 on page 2-26.
6 Click on the Company field, then click the down arrow.
The Pick Company dialog box appears.
7 Select the appropriate company, then click Pick.

8 Click on the Organization field, then click the down arrow.
9 Select Default Organization, then click Pick.

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Confirming Links to Seed Data 2
Three Employee records are provided as seed data at installation—one proxy for
unregistered users and registered visitors, one proxy for registered users who are not
delegated administrators, and one proxy for delegated administrators. Unlike other
employees, these records have no database login. Table 2-5 shows their field values.
The Contact records you created for unregistered users and for delegated
administrators have Employee Login Name field values that match the Login Name
field values of their corresponding seed data proxy Employees.
Table 2-5. Employees Table Seed Data Field Values
Last Name First Name Login Name Responsibility Position
Unregistered Unregistered GUEST Unregistered Unregistered

Visitor Visitor Visitor Visitor
Registered Registered CUSTOMER Registered Registered

Customer Customer Customer Customer
Delegated Delegated CADMIN Delegated Delegated

Customer Customer Customer Customer
Administrator Administrator Administrator Administrator
Three Position records are provided as seed data at installation. They are assigned
to the Employee proxies, as shown in Table 2-5. Table 2-6 shows their field values.
Table 2-6. Positions Table Seed Data Field Values
Division Position Description Organization
Default Unregistered Visitor Unregistered Visitor Default

Organization Organization
Default Registered Customer Registered Customer Default

Organization Organization
Default Delegated Customer Delegated Customer Default

Organization Administrator Administrator Organization
Three Responsibility records are provided as seed data at installation. They are
assigned to the Employee proxies, as shown in Table 2-5. Table 2-7 on page 2-29
shows their field values.

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To see the views included in these responsibilities, choose Screens Application

Administration Responsibilities to display the Responsibilities Administration
view.
Table 2-7. Responsibilities Table Seed Data Field Values
Name Description
Unregistered Visitor Unregistered Visitor
Registered Customer Registered Customer
Delegated Customer Administrator Delegated Customer Administrator
A division and an organization are provided as seed data. They are both Default
Organization.
Two queries are provided as seed data. When a delegated administrator or an

administrator at your host company registers a new user, the administrator can pick
that user’s proxy Employee, the value in the Contact’s Employee Login Name field.
A seed data query limits the picklist for this field to proxy Employee records only,
instead of including other Employee records, too. The picklist is also filtered by the
organization of the administrator who is adding the user.
NOTE: A delegated administrator chooses the proxy Employee for a user in the Role
field on the HTML thin client’s Add New User form applet.

User Access
There is a seed data query for adding a new user through the HTML thin client and
one for adding a new user through the dedicated or another thin client, as described
in Table 2-8.
Table 2-8. Employee Login Name Seed Data Queries
Client Applet Query
HTML thin client Employee Pick [Last Name] = 'Delegated Customer

Applet (eApps) Administrator' or [Last Name] = 'Registered
Customer'
Dedicated or Employee Pick [Last Name] = 'Delegated Customer

other thin client Applet (Contact Administrator' or [Last Name] = 'Registered
User) Customer' or [Last Name] = 'Unregistered
Visitor'

User Access
To view the seed data queries

1 Launch Siebel Tools.
2 In the Object Explorer, click Applet.
The Siebel Repository - Applet List view appears.
3 Use the alphabet pad at the bottom of the screen to help locate the Employee
Pick Applet (Contact User) or Employee Pick Applet (eApps).
4 Click on the Search Specification field, then click the ellipsis (...) button.

User Access
Registration 2
A user can be registered in three ways:
The user can self-register at the Web site.

A delegated administrator can register the user at the Web site.
An administrator at your host company can use the Siebel dedicated client or
thin client to register the user.
Additionally, an administrator may have to do one or both of the following post-

registration tasks:
Assign a company to a new registered user.

Provide a new registered user with delegated administrator responsibility.
Change the Employee Login Name and New Employee Login Name for a
registered visitor who is upgraded to registered user.
Table 2-9 shows the registration options, without having to do additional

configuration, by application. Read materials about self-registration and delegated
administration that follow only when your application provides those features.
Table 2-9. Registration Options by Application
Allows Allows registration through Allows registration by

Application self–registration dedicated or thin client delegated administrators
Siebel eAdvisor X X
Siebel eBanking X X
Siebel Insurance X
eService
Siebel Health X
Insurance eService
For information about entitlement verification, implemented in Siebel eBanking and

Siebel eBrokerage only, see “Setting Up Entitlement Verification” on page 2-52.

User Access
Self-Registration
Self-registration consists of the following tasks and events.
To self register
1 The user clicks the New User button on the Login page.
The Registration view appears.
2 The user completes the form, then clicks Register.

User Access
3 The application creates a new record for the user in the Contacts table and
populates its fields with data from the registration form. It has the following
notable characteristics:
Field Entry
Last Name Required.
Login Name Required. The user uses this name to log in on the Login page.
Password Required. The password is not stored in the database, but is

propagated to the Siebel LDAP adapter. The user uses this
password to log in on the Login page.
Employee Login Required. This field is a pointer to the proxy Employee for
Name registered visitors. It takes its value, GUEST, from the New
Employee Login Name field in the Unregistered Visitor Contact
record.
New Employee This field takes its value, GUEST, from the New Employee Login
Login Name Name field in the Unregistered Visitor Contact record. This field
has a function only for registered users who are later converted to
delegated administrators.
Company This field takes its value from the Company field in the
Unregistered Visitor Contact record. There is no company in the
Unregistered Visitor Contact record, so there is no company in this
new user record.
Organization Required. This field takes its value, Default Organization, from the
Organization field in the Unregistered Visitor Contact record.

User Access
Figure 2-2 illustrates how fields are auto-populated when a user self-registers.
Unregistered Visitor Contact Record
Login Name Employee Login New Employee Company Organization

Name Login Name
GUEST GUEST GUEST Default Organization
Proxy for new registered visitor = New New Employee Login Name, Company, and
Employee Login Name of Unregistered Visitor Organization default to that of Unregistered Visitor.

Name Login Name
HKIM GUEST GUEST Default Organization
Registered Visitor Contact Record

(Self-registered)
Figure 2-2. Contact Record Population When a Siebel eAdvisor User Self–Registers
Registration by a Delegated Administrator

Delegated administrators can add registered users, including other delegated
administrators, within their own company only. An administrator at the host
company must create the first delegated administrator for each company.

User Access
To register a new user (by delegated administrator)

1 On the home page, click the Administration tab, which appears only to delegated
administrators.
The User Administration view appears.
2 Click New in the Users list applet.

The Add New User view appears.

User Access
3 Complete the form, then click Save.

The application creates a new record for the user in the Contacts table, and
populates its fields with data from the New Contact form applet. It has the
following notable characteristics:
Field Entry
Last Name Required.

Employee Login Required. This field is a pointer to the proxy Employee for this
Name user. The delegated administrator can either pick a role (proxy
Employee Last Name) or accept the default value, Registered
Customer, the last name corresponding to the New Employee
Login Name field in the Contact record of the delegated
administrator who adds this user. In either case, the proxy
Employee’s Login Name will populate this field, not the Last
Name. The Employee chosen may have a regular registered user
or delegated administrator responsibility.
A seed data query restricts the Pick User Role list to proxy
Employees in the same organization as the delegated
administrator who adds this user.
New Employee This field takes its value, CUSTOMER, from the New Employee
Login Name Login Name field in the Contact record of the delegated
This field has a function for new delegated administrators only.
The field value is the default proxy Employee for users
subsequently created by this new delegated administrator.
Company The company field is taken from the company of the delegated
Organization Required. This field takes its value, Default Organization, from
the Organization field in Contact record of the delegated

User Access
Figure 2-3 illustrates how fields are auto-populated when a delegated administrator
registers a new user.
Delegated Administrator Contact Record

Name Login Name
ISMITH CADMIN CUSTOMER A.K. Parker Default Organization
Proxy for new registered user = New Employee New Employee Login Name, Company, and
Login Name of Delegated Administrator Organization default to that of Delegated Administrator.

Name Login Name
HKIM CUSTOMER CUSTOMER A.K. Parker Default Organization
Registered Customer Contact Record

(Registered by delegated administrator)
Figure 2-3. Contact Record Population When a Delegated Admistrator Registers a User
Registration Using the Siebel Dedicated Client or Thin Client

An administrator can use the Siebel dedicated client or thin client to register new
users.

User Access
To use the dedicated or thin client to register new users

1 Choose Screens Application Administration Contact User Administration.


User Access
3 Enter all applicable fields with the new user’s data.
Field Entry
Last Name Required.

Employee Login Required. This field is a pointer to the proxy Employee for
Name registered users. Pick a proxy Employee whose Login Name will
populate this field. The Employee chosen may have a regular
registered user or delegated administrator responsibility.
New Employee This field is empty by default. It should not be edited for regular
Login Name registered users. If the new user is a delegated administrator,
pick an Employee, whose Login Name will populate this field.
Typically the Registered Customer Login employee should be
picked. The field value will be the default proxy Employee for
users subsequently created by this new delegated
administrator.

User Access

5 Select the Contact record you added in Step 2 on page 2-39, then enter the
following fields:
Field Entry
Company Pick the appropriate company.
Organization Required. Pick the same organization as that for this user’s
proxy Employee. If you have not yet added other proxy
Employees, this value will typically be Default Organization.

User Access
Post-Registration Tasks
Users cannot assign companies to themselves when they self-register. An
administrator at your host company can subsequently assign a company to a self-
registered user.
To assign a company to a user

2 Select the record to be assigned a company.

User Access
3 Click on the Company field, then click the down arrow.

The Pick Company dialog box appears.
4 Select a company, then click Pick.

A delegated administrator or an administrator at your host company can make a
regular registered user a delegated administrator by providing the registered user
with an expanded responsibility.
To make a regular registered user a delegated administrator

1 On the home page, click the Administration tab, which is visible only to
delegated administrators.

User Access
2 Click the Edit icon on the far right side of the row for the user that will become
a delegated administrator.
The Edit User form applet appears.
3 Click Select next to the Role field.

The Pick User Role dialog box appears.
4 Select a delegated administrator proxy Employee record.

For the seed data, the Last Name is Delegated Customer Administrator Login.
To provide a registered user with delegated administrator responsibility using the

Siebel dedicated or thin client
The Users Administration view appears.
2 Select the record to become a delegated administrator.

3 Click on the Employee Login Name field, then click the down arrow.
The Pick User Role dialog box appears.
4 Select a delegated administrator proxy Employee record, then click Pick.

For the seed data the Login Name is CADMIN.

User Access
Setting Up User Access for Multiple Organizations 2
Some implementations group contact users by organization. To provide correct data

visibility for users within multiple organizations, use the following guidelines:
The organization to which a user’s Contact record belongs must match the
organization of that user’s proxy Employee.
When a delegated administrator registers a new user, the choices available for
Role should include only proxy Employees in the same organization as the
delegated administrator.
To adhere to these guidelines, an administrator with visibility across organizations

must do the following tasks for each organization for which you will have contact
users:
Add a new proxy Employee for registered users, and, if you use delegated
administrators, add a new proxy Employee for delegated administrators.
If necessary, modify the seed data queries to accommodate added proxy

Employees.
NOTE: Do not create extra proxies for unregistered users. The seed data Unregistered
Visitor proxy is the only proxy for unregistered users.
For information about creating organizations, see the Siebel Applications

Administration Guide or the Siebel Financial Services Guide.
Adding Proxy Employees

You must do the following tasks to create a new proxy Employee.
Add the Employee record.

Assign a position to the employee.
Assign a responsibility to the employee.

User Access
To create a new proxy Employee record

1 Choose Screens Application Administration Employees Employees.
The Employee Administration view appears.


User Access
3 In the new record, enter only the following fields using the guidelines given:
Field Entry Guideline
Last Name Required.

If you are creating a new proxy for regular registered users,
enter the same last name as that in the seed data proxy,
“Registered Customer.”
If you are creating a new proxy for delegated administrators,
enter the same last name as that in the seed data proxy,
“Delegated Customer Administrator.”
These entries provide valid choices to display in the picklist of
proxies for a new user.
First Name Required. Enter any text.
Login name Required. Each Login Name should be unique.

For easy recognition, you may want to make this entry similar
to, but not the same as, that in the seed data. For example,
enter CUSTOMERA (instead of CUSTOMER) or CADMIN2
(instead of CADMIN).

User Access
To assign a position to the proxy Employee

1 Choose Screens Application Administration Positions.
The Position Administration view appears.
2 Click on the Positions list applet to make it active, then choose Edit Add New
Record.

User Access
3 In the new record, enter only the following fields using the guidelines given:
Position Required. Enter any text. You can duplicate the seed data
position names: “Registered Customer” for registered users or
“Delegated Customer Administrator” for delegated
administrators.
Division Required. Pick the organization for which the new proxy
Employee is being created.
Organization Required. Pick the organization for which the new proxy
Employee is being created.
4 Click on the Last Name field, then click the ellipsis (...) button.
The Assigned Employees dialog box appears.
5 Click New.
The Add Employees dialog box appears.
6 Select the new proxy Employee, then click Add.

The Assigned Employees dialog box appears with the new proxy Employee
included in the list.
7 Click Close.

User Access
To assign a responsibility to the proxy Employee

2 Select the new Employee proxy, click on the Responsibility field, then click the
ellipsis (...) button.
The Responsibilities dialog box appears.
3 Click New.
The Add Responsibilities dialog box appears.
4 Select the appropriate existing seed data Responsibility, then click Add.
Registered Customer for a registered user’s proxy, or
Delegated Customer Administrator for a delegated administrator’s proxy
The Responsibilities dialog box appears with the added Responsibility included
in the list.
5 Click Close.

User Access
Modifying Seed Data Queries

When a delegated administrator or an administrator at your host company registers
a new user, the administrator can pick that user’s proxy Employee, the value in the
Contact’s Employee Login Name field. The Employees exposed in the picklist for
this field are filtered by two queries:
The organization of the administrator who adds the user

One of the seed data queries
The seed data queries are intended to expose only proxy Employees in the
administrator’s organization, and not other employees. If you follow the
recommended naming convention in the procedure for creating a new proxy
Employee record, the seed data queries do not have to be modified. If you do not
follow the recommended naming convention, you will have to edit the seed data
queries in Siebel Tools to expose the new proxy Employees.
For information about the seed data queries, see “Confirming Links to Seed Data”
on page 2-28.
For information on editing applet components, see the Siebel Tools Guide.

User Access
Setting Up Entitlement Verification 2
Siebel eBanking and Siebel eBrokerage can provide service entitlement verification
of registered users in addition to the standard contact authentication at login. If
entitlement verification is active, when a registered user tries to create or update a
service request, the application verifies that the user is listed as a contact for a
currently valid service entitlement. If not, the user cannot create or modify service
requests.
Whether you implement entitlement verification depends on your business model.

If registered users receive different levels of support depending on their service
entitlements, then entitlement verification is appropriate. If all registered users
receive the same level of support, then entitlement verification is probably not
necessary.
For information about setting up service agreements and entitlements, see the Siebel
Applications Administration Guide.
Entitlement verification is set in the \bin\finsebanking.cfg or

\bin\finsebrokerage.cfg file in the directory for the Siebel server. Entitlement
verification is OFF by default.
To enable or disable entitlement verification

1 Open the \siebsrvr\bin\finsebanking.cfg or \siebsrvr\bin\finsebrokerage.cfg file
in the Siebel server directory in any text editor.
2 Locate the line beginning with Entitlement=.

3 Replace the current setting following the equals sign to FALSE to disable
entitlement verification or to TRUE to enable entitlement verification.
4 Save finsebanking.cfg or finsebrokeage.cfg, retaining its format as a text file.

Entitlement verification of a registered user consists of the following:
The registered user’s Contact record must have been added as a contact for an
entitlement.
The entitlement must be currently valid.
NOTE: A contact can be added to an entitlement only by an administrator in your

host company. A delegated administrator does not have access to the Entitlement
Contacts table.

User Access
To add a contact to an entitlement

1 Choose Screens Agreements All Agreements.
The All Agreements view appears.
2 Select the agreement to which the entitlement belongs and drill down on its
Name field.
The Agreement Entitlements view appears.

User Access
3 In the Entitlements list applet, drill down on the entitlement to which a contact
will be added.
The Entitlement Metrics view appears.
4 Click Contacts on the view bar.

The Entitlement Contacts view appears.
5 Click on the Contacts list applet to make it active.

The Add Contacts dialog box appears.
7 Select the Contact to be added to the entitlement, then click Add.

User Access
Setting Up User Access for Employee Login
Setting Up User Access for Employee Login 2
Users of Siebel ePartner and Siebel eAgent are employees in your partner companies
who have access to certain data in your database. They log in as employee users or
delegated administrators, with different levels of access to the database.
An employee user can do activities such as:
Managing opportunities
Creating quotes and orders
Managing service requests
A delegated administrator is an employee user who also has access to the user
administration views. Like other users, a delegated administrator logs in using a
valid user name and password. Unlike other users, a delegated administrator can
add and modify users and assign positions and responsibilities, thus reducing this
load at your host company.
Each user is represented as a record in the Employees table of your database.
Security Adapters 2
A security adapter is an interface to an external authentication system. It can

concurrently provide user authentication for multiple independent applications.
When a security adapter is used, authentication and login administration are done
using the external system instead of the database.
The use of a security adapter to authenticate employee users minimizes the number
of accounts needed for direct access to the database. It also enables delegated
administrators to perform all tasks required to create and administer users.
The alternative to external security authentication is database authentication. Each

user has a database account and login. This strategy requires an administrator at
your company to participate in the administration of every user. Even when a
delegated administrator adds a user, your administrator must first create a database
account and login.
A security adapter is strongly recommended for employee user authentication.

User Access
Login and Database Access 2
Following is a description of the login process for employee users when an external
security authentication system is used:

A security authentication system, such as Netscape LDAP Server service,
authenticates the user name and password.
If authenticated, the security adapter provides credentials for a database account

that are used to log in seamlessly.
The user’s record in the Employees table of the database is located.

The Employee record provides data visibility and views to the user.

User Access
The login process for an employee user is shown in Figure 2-4. The Employee record
shows the fields critical to login and visibility.
Login Page
User Name: CPETERS
Password: CPETERSPW 4. Does login name match login

name for an Employee record?
1. Login name and password in

authentication repository?
Security Authentication Employee Record

System
________ _________ Position Responsibility
Login Name
CPETERS CPETERSPW SALES REP, PARTNER SALES

MAXIM SYSTEMS CPETERS
________ _________ REP
________ _________
5. Position provides 6. Responsibility

records to display provides views
2. Credentials provide
3. Data
database login
Siebel eChannel
User Interface
Siebel Database
Figure 2-4. Siebel Employee Login Process Using a Security Authentication System

User Access
Following is a description of the login process for employee users when database
authentication is used:

The user is authenticated if the user name and password match those for a
database account.
The user’s record in the Employees table of the database is located.

The Employee record provides data visibility and views to the user.
Setting Up User Access 2
To enable employee users to log in, complete the following tasks:
Provide access to your Login page.

Configure the security authentication system.
Create database logins.
Optionally create delegated administrators.
Providing Access to Your Login Page 2
In most implementations, you will provide buttons on your company’s Web site
home page that will link to the Siebel Financial Services .COM Login pages.
Alternatively, you can provide URLs to your users. In either case, the URLs are the
virtual directories for each Siebel Financial Services .COM application, and are
assigned at installation. The virtual directory is the alias for the public directory for
the particular application.
For more information about virtual directories for Siebel .COM applications, see the
Siebel Server Installation Guide.

User Access
Configuring the Security Authentication System 2
The use of a security authentication system is strongly recommended for

authenticating employee users. Do not do the tasks in this section if you are not
using a security authentication system.
The configuration required to use a security adapter for employee user

authentication is similar to that required for contact user authentication. Follow the
guidelines in “Configuring the Security Authentication System” on page 2-9 with
the following exceptions:
Employee login does not recognize unregistered users.

A user is an Employee record, not a Contact record. The authenticated user
name must match the Login Name in the user’s Employee record.
Set ContactLogin = FALSE.
Creating Database Logins 2
A database login is of the form:
Login = DBLOGIN, Password = DBPASSWORD,
where DBLOGIN and DBPASSWORD represent a database login name and password
that you provide.
If you use a security adapter for user authentication, you must create one database
login that will access the database for all employee users of Siebel .COM
applications. Unlike other database logins, this login must not have a corresponding
Employee record.
If you instead use database authentication, you must create a separate database
login for each employee user. When an administrator adds the Employee record for
a new user, the Login Name and Password fields must match those for a database
login.

User Access
Creating Delegated Administrators 2
You can reduce administrative overhead at your company by assigning delegated

administrator responsibility to one or more users at a partner company, thereby
enabling them to add more users, including more delegated administrators.
Alternatively, an administrator at your company can register all new users.
For information about enabling administration of a security adapter by a delegated

administrator or by an administrator at your company, see “Administering the
Security Adapter” on page 2-17.
An administrator at your company must create the first delegated administrator for
each partner company. The administrator must do some or all of the following
tasks:
Create a new organization, division, or position, if necessary.

Create responsibilities, if necessary.
Make responsibilities available to the delegated administrator.
Create an Employee record with delegated administrator responsibility.
If you cannot administer the security adapter through the dedicated or thin
client, create a corresponding user in the security authentication repository.
Creating a New Organization, Division, or Position

A new delegated administrator’s position in a division within an organization must
exist before you add the new delegated administrator’s Employee record. You can
use an existing position or you can create a new position, such as one designated
for delegated administrators only. If the organization, division, or position does not
yet exist, you must create it.
For information about creating organizations, divisions, and positions, see the
Siebel Applications Administration Guide, Siebel Financial Services Guide, or
Chapter 7, “Siebel eChannel for Finance and Insurance,” in this guide.

User Access
Creating Responsibilities
The responsibility assigned to an employee, including delegated administrators and
regular employee users, determines which views of the data are available to the
employee. You can assign an existing responsibility to an employee or create a new
responsibility.
The responsibilities shown in Table 2-10 are designed for employee users and are
provided as seed data. To see the views for these responsibilities, choose

Screens Application Administration Responsibilities.
Table 2-10. Seed Responsibilities for Employee Users of Siebel .COM Applications
Application Seed Responsibilities Assign to:
Siebel ePartner Partner Administrator Delegated administrators
Siebel ePartner Partner FINS Employee Regular employee users
Siebel eAgent Partner Administrator Delegated administrators
Siebel eAgent Partner Insurance Producer Regular employee users
An employee user’s responsibility should exist before the user’s Employee record is
added by a delegated administrator or by an administrator at your company. If the
responsibility does not yet exist, you must create it.
For information about creating responsibilities, see the Siebel Applications

Making Responsibilities Available to a Delegated Administrator

A delegated administrator must have responsibilities available for assigning to users
they will add.
When a delegated administrator adds a new user, the Add Responsibilities dialog
box provides a picklist of responsibilities available for assignment to the new user.
You must assign the delegated administrator’s organization to each of those
responsibilities to populate the picklist with all the responsibilities that should be
available to any delegated administrator in the same organization.
Minimally, you should assign each organization of employee users to the seed
responsibilities designed for employee users of Siebel .COM applications that are
listed in Table 2-10.

User Access
To make responsibilities available to delegated administrators in an organization

1 Choose Screens Application Administration Responsibilities.
The Responsibility Administration view appears.
2 In the Responsibilities list applet, select an appropriate responsibility, such as

one of the seed data responsibilities.

User Access
3 Click on the Organization field, then click the ellipsis (...) button.
The Organizations dialog box appears.
4 Click New.
The Add Organizations dialog box appears.
5 Select the applicable organization, then click Add.

The Organizations dialog box appears with the selected organization included in
the list.
6 Click Close.
7 Repeat Step 2 on page 2-62 through Step 6 for each responsibility that should be
available to delegated administrators in this organization.
Creating a Delegated Administrator Employee Record

You must do the following tasks to create an Employee record with delegated
administrator responsibility:
Add the Employee record.

Assign a position to the employee.
Assign a responsibility to the employee.
If you can administer the security adapter through the dedicated or thin client, the
new Employee login name, password, and database credentials will be propagated
to the security adapter when you create a new Employee record.

User Access
To create a new Employee record



User Access
3 In the new record, do not enter the Responsibility, Position, and Organization
fields. Use the following guidelines to complete required fields, and enter any
other fields you like:
Last Name Required.
Login Name Required. The new user will enter this name on the Login
page.
Password Required. You can enter this field only if you are authenticated
by the security adapter and if internal administration of the
security adapter is set. If you are authenticated by the database
or if internal administration of the adapter is not set, the field
will not be editable.

User Access
To assign a position to the new Employee

1 Choose Screens Application Administration Positions.
The Position Administration view appears.
2 Click on the Positions list applet to make it active, then select the position to
assign the new delegated administrator.

User Access
3 Click on the Last Name field, then click the ellipsis (...) button.
The Assigned Employees dialog box appears.
4 Click New.
5 Select the new delegated administrator Employee, then click Add.

The Assigned Employees dialog box appears with the new delegated
administrator Employee included in the list.
6 Click Close.

User Access
To assign a delegated administrator responsibility to the new Employee

2 In the new delegated administrator’s Employee record, click the Responsibility

field and then click the ellipsis (...) button.
The Responsibilities dialog box appears.
3 Click New.
The Add Responsibilities dialog box appears.
4 Select the Partner Administrator responsibility or a responsibility you have

created for this delegated administrator, then click Add.
The Responsibilities dialog box appears with the responsibility you added
included in the list.
5 Click Close.

User Access
Creating a User in the Security Authentication Repository

If you cannot administer the security adapter through the Siebel dedicated or thin
client, then the new delegated administrator’s Employee login data is not
propagated to the security authentication repository. If so, you must create a record
for the user in the repository similar to the one shown below for the Siebel LDAP
security adapter.
Login Name NAME

Login Password PASSWORD
Database Credentials username=DBLOGIN password=DBPASSWORD
NOTE: The Login Name must match the Login Name in the Employee record. The
database credentials user name and password must match the login name and
password of the database login you created for all employee users of Siebel .COM
applications.

User Access
User Administration 2
A user can be administered in two ways:
A delegated administrator can administer the user using Siebel ePartner or Siebel
eAgent at your Web site.
An administrator can use the Siebel dedicated client or thin client to administer
the user.
User Administration by a Delegated Administrator

A delegated administrator can add other users, including other delegated
administrators.
Registration of a new user by a delegated administrator consists of the following

tasks:
Creating a new position, if necessary

Adding the new employee user
Assigning a position and responsibility to the new employee user
NOTE: To propagate changes in the Employees table to the security adapter, the
The position for a new employee user must exist before adding the user. If the
position does not yet exist, the delegated administrator must create a new position.

User Access
To create a new position

1 On the home page, click Administration on the tab bar.

User Access
2 Click Organization Administration on the view bar.

The Organization Administration view appears.
3 Click New in the Positions list applet.

The New Position form applet appears.

User Access

The application creates a new record in the Positions table. The fields have the
following characteristics:
Field Entry
Position Required. Name the new position.
Position Type Optional.
Division Required.
Description Optional.
Parent Position Optional. This is typically the position of the manager of the
new position. It determines data visibility in views prefixed
with “My Team’s,” such as My Team’s Opportunities.
Organization This field value is the organization to which the delegated

administrator who adds this user belongs. Note that this field is
not displayed in the New Position form applet.
A delegated administrator must do the following tasks to add a new user.
Add a new Employee record.

Assign a position and responsibility.

User Access
To add an Employee record


User Access
2 Click New in the Users list applet.

The New User form applet appears.

The application creates a new record for the user in the Employees table, and
populates its fields with data from the New User form applet. It has the following
notable characteristics:
Field Entry
Last Name Required.
If a security adapter is used for authentication, this name can
be determined arbitrarily. If database authentication is used,
this value must be a valid login name for a database account.

propagated to the security adapter. The user enters this
password to log in on the Login page. If a security adapter is not
used for authentication, this field is read-only.
The delegated administrator must assign a position and a responsibility to a new

user to provide data visibility.

User Access
To assign a position and responsibility

2 Click on the link in the new user’s Last Name field.

The Position view appears.
3 Click Add in the Positions list applet.

The Add Positions list applet appears.

User Access
4 Locate the appropriate position, then click the icon in the Select column.
The Positions view appears showing the assigned position in the Positions list
applet.
5 Click Responsibility on the view bar.

The Responsibilities list applet replaces the Positions list applet at the bottom of
the screen.
6 Click Add in the Responsibilities list applet.

The Add Responsibilities list applet appears.
7 Locate the appropriate responsibility, then click the icon in the Select column.
User Administration Using the Siebel Dedicated Client or

Thin Client
An administrator at your company can use the Siebel dedicated client or thin client
to register new users. The tasks required to add a delegated administrator are
described in “Creating Delegated Administrators” on page 2-60.
The tasks required for adding a regular user are identical, with the following
exception. The responsibilities designed for regular employee users, as opposed to
delegated administrators, that are provided as seed data are listed in Table 2-10 on
page 2-61.

User Access

Siebel eAdvisor 3
About Siebel eAdvisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
The Siebel eAdvisor Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

Navigating the Siebel eAdvisor Web Site . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Choosing Financial Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Completing the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Defining Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
Creating Product Catalogs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-8

Creating Product Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-10
Creating the Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11
Building the Catalog Hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-13
Setting the Display Sequence . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
Setting Regions for Contact Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-19
Managing Default Price Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-21

Finding the Row Number of a Price List . . . . . . . . . . . . . . . . . . . . . . . . . .3-22
Setting a Default Price List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23
Importing Siebel SmartScripts Into the Production Database . . . . . . . . . 3-25
Disabling Product Duplication in the Universal Application . . . . . . . . . 3-25
Associating Product Advisors with Categories . . . . . . . . . . . . . . . . . . . 3-26
Choosing Decision Issues for the What’s Important View . . . . . . . . . . . 3-28
Displaying Product Advisors on the Tools Screen . . . . . . . . . . . . . . . . . 3-32
Setting System Preferences to Use the Max Mortgage Calculator

on the Tools Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33

Siebel eAdvisor
About Siebel eAdvisor
About Siebel eAdvisor 3
Siebel eAdvisor is an out-of-the-box application for selling financial products over

the Web to businesses and consumers. It supports:
Multimedia product catalogs.

Product search and comparison tools.
Product recommendation tools to help customers choose the appropriate
financial products.
A single application for all products, so customers answer questions only once.
You create a Siebel eAdvisor Web site using the following process:
Installing a Web server.

Installing Siebel components (for more information, refer to the Siebel Server
Installation Guide).
Defining products.
Creating product catalogs.
Associating Product Advisors and What’s Important decision issues with
product categories.
Choosing Product Advisors and marketing offers to display on the Tools screen
of the Siebel eAdvisor Web site.
Modifying the Universal Application and Product Advisors, if necessary.

Modifying confirmation email templates.

Siebel eAdvisor
The Siebel eAdvisor Web Site
The Siebel eAdvisor Web Site 3
When customers log in to your Web site, they might be asked to select a geographic
region before navigating the product catalog. This selection allows the display of
products appropriate for the specified region.
By default, if a customer has not selected a region, the FINS Region Selection Applet
appears when he or she logs in. The following applets are hidden:
Product Catalog List Applet (FINS eSales)

Search Applet (FINS eAdvisor)
Search Applet (eSales)
Once selected, the region is stored in the customer’s profile and the customer is not
asked to choose a region again. He or she can update the region by clicking the
Profile button, and then clicking Region Selection on the view bar.

Siebel eAdvisor
After choosing a region or if the customer already has a region, he or she will see a
Products screen like that in Figure 3-1. The Products screen displays the root
categories of accessible catalogs. Customers can also use the Search dialog box to
find products.
Figure 3-1. Siebel eAdvisor Products Screen
The Web site shown in this section uses the templates provided with the Siebel
.COM applications. For information on customizing Web pages, see Configuring
Siebel .COM Applications and the Siebel Personalization Administration Guide.

Siebel eAdvisor
Navigating the Siebel eAdvisor Web Site 3
Customers link to other screens by clicking tabs on the Products screen.
Applications. The Applications screen stores the financial products selected by

customers.
Tools. The Tools screen shows Product Advisors, Intentions and Life Events
eAdvisors, mortgage calculators, and special offers.
Contact Us. Customers use the Contact Us screen to send email messages to your
company and contact your service agents.
Choosing Financial Products 3
Each catalog is organized hierarchically to reflect the structure developed in the

Catalog Administration views in the Siebel software. Product names and
descriptions on the Web site correspond to the Display Name and Description fields
of the root category associated with the catalog.
Customers can choose to apply for a product by clicking Add to App in a Catalogs
view or in a Product Detail view. This adds the product to their My Applications and
displays the Applications screen.
If they are not sure which products they want, they can click Product Advisor or
What’s Important next to a product category.
A Product Advisor is a Siebel eSmartScript provided for demonstration purposes

that leads a customer through a set of questions designed to determine the most
appropriate product. The recommended product is then added to the customer’s My
Applications.
Clicking What’s Important next to a product category allows the customer to read
comments on the topics of their choice. These topics can relate to concerns about
product selection, your company, or other issues.

Siebel eAdvisor
For customers interested in mortgage loans, the Mortgage eAdvisor on the Tools
screen has calculators that show how large the monthly payment will be when
given the principal amount, interest rate, taxes, and insurance (PITI). The Mortgage
eAdvisor can also calculate refinance break-even points, early payoff amounts, and
loan size estimates for a particular payment amount.
NOTE: When anonymous users click Add to App, they are returned to the Login
screen. They can then register as new users if they choose.
Completing the Application 3
When customers are finished adding products to their My Applications, they can
click Apply Now or Delete All. Clicking Apply Now starts the Universal Application.
Clicking Quick App next to a product in a Product Detail view will also start the
Universal Application after adding the product to the My Applications.
The Universal Application is a Siebel eSmartScript provided for demonstration

purposes that leads customers through a set of questions about their financial
information and credit history. It is a single, online application for a number of
products, saving customers the trouble of answering questions more than once.
The Universal Application generates one application record in the Siebel application
for each product for which a customer applies.

Siebel eAdvisor
Defining Products
Defining Products 3
Before catalogs are created, you must define products in your Siebel application,
following these steps:
Creating products.
Creating product features.
Defining comparable products.
Defining related products.
Associating literature with products.
Associating images with products.
Image files are selected in the Thumbnail Image File field in the Product
Administration or Product Images view after they have been added to the Siebel
application in the Literature Administration view.
For more information about defining products, see the Siebel Applications

Siebel eAdvisor
Creating Product Catalogs
Creating Product Catalogs 3
A catalog is a collection of products arranged in a logical hierarchy of categories.

Each catalog is associated with a top-level category called the root category.
The root category can contain both categories and products.

Categories can contain products and other categories (called subcategories).
Products and categories can belong to multiple categories (Figure 3-2).
Root
Catalog
Category
Category Category Category Products
Products
Category Category Category Products
Products Products Category Products
Products
Figure 3-2. Catalog Hierarchy

Siebel eAdvisor
A catalog is created using the Catalog Administration views in your Siebel

application, following these steps:
Creating the categories that make up the catalog.

Creating the catalog:
Naming it.
Associating it with its root category.
Associating it with an organization.
Building the catalog hierarchy:

Assigning categories and products to the root category.
Assigning subcategories and products to the appropriate categories.

Siebel eAdvisor
Creating Product Categories 3
Categories group products by similarity or market. They are created in the All
Categories view.
To create the categories

1 Choose Screens Catalog Administration Categories All Categories.
The All Categories view appears.
2 Add a new record.

Siebel eAdvisor
3 Complete the fields.
Field Comments
Category Name Required
Display Name Name that the Siebel eAdvisor Web site visitor sees
Thumbnail Image File Name Image file associated with the category
Description Brief description of the category
Script Path Name Siebel SmartScript associated with the category, for
example, a Product Advisor
Extended Description Longer description of the category
Effective End Date Date when the category expires
Effective Start Date Date when the category becomes active
Usage Type of category, for example, computer, financial

product, or service
4 Repeat Step 2 on page 3-10 and Step 3 for each category to be included in the
catalog.
Creating the Catalog 3
Catalogs are top-level groupings of categories typically organized by product

market. They are created in the All Catalogs view.
Caution: Catalogs can be associated with multiple organizations.

It is recommended that you associate each catalog with only one
organization.

Siebel eAdvisor
To create the catalog

1 Choose Screens Catalog Administration Catalogs All Catalogs.
The All Catalogs view appears.
2 Add a new record.

3 Name the catalog.

Siebel eAdvisor
4 Select the root category from the Pick Category dialog box.
5 Complete the remaining fields.
Field Comments
Type Type of catalog.
Effective Start Date Start date for the catalog.
Effective End Date End date for the catalog.
Description Short description of the catalog.
Organization Organizations associated with the catalog.
Active Check box. Check to activate the catalog.
Building the Catalog Hierarchy 3
Catalog hierarchies determine the structure and navigation paths of catalogs. They
are built mainly in the Category Details view.
Caution: Do not make categories subcategories of themselves. This

could cause loops in the catalog hierarchy, making catalog
navigation difficult.
NOTE: The Siebel eAdvisor customer will see only products that are on the activated
price list. For more information, see the Setting a Default Price List section.

Siebel eAdvisor
To build the catalog hierarchy


Siebel eAdvisor
2 Drill down on the root category.

The Category Details view appears with the root category showing in the
Category applet. The root category is now the current category.

Siebel eAdvisor
3 Click in the Sub-Categories applet to activate it, then add a new record.
The Add SubCategories dialog box appears.
4 Pick the categories you want to belong to the root category, then click Add.
Hold down the CTRL key while clicking to pick multiple categories. Hold down
the SHIFT key while clicking to pick a series of categories.
5 Click in the Products applet to activate it, then add a new record.
The Add Internal Products dialog box appears.
6 Pick the products that you want to belong to the root category, then click Add.

Siebel eAdvisor
7 Click in the Sub-Categories applet again, then drill down on a subcategory.

The Category Details view appears with the subcategory showing in the
Category applet. The subcategory is now the current category.
8 Add products and subcategories to the current category as you did for the root
category in Step 3 on page 3-16 through Step 6.
9 Repeat this procedure for other categories as needed to complete the catalog
hierarchy.

Siebel eAdvisor
Setting the Display Sequence 3
By default, catalogs and subcategories are listed in alphabetical order based on the
Name field of the catalog or subcategory records, not the Display Name field. By
default, products are listed in alphabetical order based on the Name field of the
Product.
However, as part of building the product catalog hierarchy, you can specify the
display sequence of subcategories. In the Category Details view, the Sub-Categories
applet includes a Display Sequence field. If specified, the Product Catalog will
display subcategories from top to bottom in order of smallest to largest display
sequence value.
To set the display sequence

2 Drill down on the root category.

The Category Details view appears with the root category showing in the
Category applet. The root category is now the current category.
3 Select the subcategory in the Sub-Categories applet that you wish to be first.
4 Click in the Display Sequence field, then type the number 1.
5 Set the display sequence for the other subcategories in the same way: 2 for the
second subcategory, and so on.
The subcategories will be displayed in ascending numerical order.
6 Click the hyperlink on a subcategory.

The Category Details view appears with the subcategory showing in the
Category applet. The subcategory is now the current category.
7 Set the display sequence for its subcategories as you did for the root category in
Step 4 and Step 5.
8 Repeat this procedure for other categories as needed.

Siebel eAdvisor
Setting Regions for Contact Users
Setting Regions for Contact Users 3
By default, all products in the Siebel eAdvisor product catalogs must be associated
with an organization and valid price list, such as Default Organization and
Consumer Banking, respectively.
Additionally, if one or more regions are associated with a product, only those users
in the specified regions will be able to see that product listed in the product catalogs.
A user’s region can be reviewed or set in the Contact User Administration view.
The Region field indicates the selected region. The RegionSetFlag field determines
whether or not a user will be asked to specify his or her region. If RegionSetFlag is
not checked, the user will be asked to choose a region the next time he or she visits
your Siebel eAdvisor Web site. When the user selects a region, the RegionSetFlag is
automatically checked.
NOTE: You must set a default region for the anonymous user representing
unregistered visitors.

Siebel eAdvisor
Setting Regions for Contact Users
To set the region for a contact user

2 Select a record.
3 Click in the Region field, then click the down arrow.
A picklist appears.
4 Pick the desired region.

5 Select the check box in the RegionSetFlag field.

Siebel eAdvisor
Managing Default Price Lists
Managing Default Price Lists 3
Price lists set the list prices, promotional prices, and available products for a group
or account.
When a customer logs in, the price list associated with her account is activated. She
will only be able to view products that are on the activated price list.
In a business-to-consumer setting, a customer might not be associated with an

account, or his account might not have a price list. Customers browsing your Web
site anonymously will not be associated with any account. For these customers, it
is necessary to set a default price list that determines prices and product visibility.
For more information about price lists, see the Siebel Pricing, Costing, and Rate List

Siebel eAdvisor
Finding the Row Number of a Price List 3
Before setting a price list as the default, you must use the Price List Administration
view to find its row number.
To find the row number of a price list

1 Choose Screens Pricing Administration Pricing Price List.
The Price List Administration view appears.
2 Select the price list that you wish to use as the default, for example, the Master
Price List.

Siebel eAdvisor
3 Choose Help About Record.

The Siebel Sales dialog box appears.
4 Click Details.
5 Record the value of the Row # field, then click OK.
Setting a Default Price List 3
The price list row number supplied with your Siebel application must be changed
to the row number of a price list that you have created. This is done in the List of
Values Administration view.
Caution: The Siebel Server must be restarted for the new price list to
take effect.

Siebel eAdvisor
To set the default price list

1 Choose Screens Application Administration List of Values List of Values.
The List of Values Administration view appears.
2 Select PRICER_MASTER_PRICE_LIST_ID.
3 Click on the Display Value field and enter the row number of the default price
list.
4 Verify that the value in the Language Independent Code field is Master Price List.

Siebel eAdvisor
Importing Siebel SmartScripts Into the Production Database
Importing Siebel SmartScripts Into the Production

Database 3
You can import Siebel SmartScripts, such as the Universal Application and Product
Advisors, into the production database. This is done using the Scripts applet in the
SmartScript Administration view.
For more information on importing Siebel SmartScripts, see the Importing,

Exporting, and Testing Scripts chapter of the Siebel SmartScript Guide.
Disabling Product Duplication in the Universal

Application 3
By default, Siebel eAdvisor allows users to add multiple instances of the same
product to their My Applications. For example, a user can add two Certificate of
Deposit products.
Siebel eAdvisor can be configured to prevent users from adding multiple instances
of the same product by adding a section to the finseadvisor.cfg file.
To disable product duplication in the Universal Application

Add the following section to the siebsrvr\BIN\finseadvisor.cfg file on the
Siebel Server:
[Applications]
No Duplicate Product = TRUE

Siebel eAdvisor
Associating Product Advisors with Categories
Associating Product Advisors with Categories 3
To be activated when customers click Product Advisor next to product categories,

Product Advisor Siebel eSmartScripts must be associated with those product
categories. This is done in the All Categories view.
To associate Product Advisors with categories

2 Select a product category with which to associate a Product Advisor.

Siebel eAdvisor
Associating Product Advisors with Categories
3 Click in the Script Path Name field, then click the dropdown arrow.
The Pick SmartScript dialog box appears.
4 Pick a Product Advisor Siebel eSmartScript.

Siebel eAdvisor
Choosing Decision Issues for the What’s Important View
Choosing Decision Issues for the What’s Important View 3
Decision issues are criteria, such as fees and level of service, that customers use in
choosing a product or a service provider. On the Siebel eAdvisor Web site,
customers can read comments on the topics of their choice when they click the
What’s Important button next to a product category.
Decision issues are associated with product categories in the What’s Important
view.
For more information on decision issues, see the Siebel Financial Services Guide.

Siebel eAdvisor
To associate decision issues with categories

2 Select a product category with which to associate a decision issue.

Siebel eAdvisor
3 Click Decision Issue in the view bar.

The What’s Important view appears with the chosen category in the Category
applet.
4 Click in the What’s Important applet to select it.

Siebel eAdvisor
5 Add a new record.

The Add Issues dialog box appears.
6 Pick decision issues.

Hold down the CTRL key while clicking to pick multiple decision issues. Hold
down the SHIFT key while clicking to pick a series of decision issues.
7 Complete the fields in the What’s Important applet.
Field Comments
Display Flag The decision issue appears on the Siebel eAdvisor Web site
when the box is checked.
Display Sequence Order in which to display the decision issues. Decision issues
are displayed in ascending order—1 is first.
Explanation Read-only field. This is set in the Decision Issue

Administration view under the Marketing Administration
screen.
Comment Used for comments.

Siebel eAdvisor
Displaying Product Advisors on the Tools Screen
Displaying Product Advisors on the Tools Screen 3
Product Advisors can be displayed in the Product eAdvisor applet on the Tools
screen of your Siebel eAdvisor Web site. This is set up in the SmartScript
Administration view in Siebel Financial Services.
To display Product Advisors on the Tools screen

1 Choose Screens SmartScript Administration SmartScripts Scripts.
The SmartScript Administration view appears.
2 Pick a Product Advisor SmartScript to display.

3 Type “Product Advisor” in the Type field.

Siebel eAdvisor
Setting System Preferences to Use the Max Mortgage Calculator on the Tools Screen
Setting System Preferences to Use the Max Mortgage

Calculator on the Tools Screen 3
The Siebel eAdvisor Tools screen provides calculators in the Mortgage eAdvisor
applet that you can use to perform basic financial analysis. The results of each
calculation are stored in the Siebel database, accessible through the Siebel
connected client. To review these calculations, you select the applicable Mortgage
Calculator view in the Contacts screen.
The system preference “Max Mortgage Calculators” specifies the number of

calculations stored for each calculator. By default, this value is set to 1, so only the
most recent calculation is stored. This prevents a large number of calculations from
accumulating in the Siebel database. The value can be increased to allow storage of
multiple calculations. Siebel eAdvisor will continue to create records until reaching
the limit, at which point it will overwrite records, beginning with the oldest one.
To set the Max Mortgage Calculator system preference

1 In the Siebel dedicated client or thin client, choose Screens Application

Administration System Preferences.
2 Set the Max Mortgage Calculator preference to the desired value. The value
entered must be greater than or equal to 1.

Siebel eAdvisor
Setting System Preferences to Use the Max Mortgage Calculator on the Tools Screen

Siebel eBanking 4
About Siebel eBanking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
The Siebel eBanking Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Adding and Modifying Financial Accounts . . . . . . . . . . . . . . . . . . . . . . 4-5
Setting the Display Sequence of Financial Accounts . . . . . . . . . . . . . . . . 4-7
Paying Bills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-10
Searching for Bill Payments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12
Searching for Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14
Transferring Money Between Accounts . . . . . . . . . . . . . . . . . . . . . . . . 4-15

Making Internal Funds Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . 4-15
Making External Funds Transfers . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16
Assigning Messages from Web Site Users to

Service Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-22
Account Aggregation with Yodlee . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-25

Registering for Account Aggregation . . . . . . . . . . . . . . . . . . . . . . . 4-25
Administering Account Aggregation . . . . . . . . . . . . . . . . . . . . . . . . 4-27

Siebel eBanking
About Siebel eBanking
About Siebel eBanking 4
Siebel eBanking is a Web-based interface that provides multiple means for

customers to resolve their service issues on their own and multiple channels of
communication for customers to request and receive live support from customer
service representatives.
By leveraging the communications power of the Internet, your call center can offer
24x7 global accessibility. Customer satisfaction is improved by providing fast and
immediate service automation tools, while the cost of providing improved service
is reduced.
Siebel eBanking is completely integrated with Siebel Financial Services

Applications, making it possible for a call center agent to use a single dashboard for
queuing, viewing, and resolving customer issues that are submitted through the
Web, email, or telephone. You can use Siebel Financial Services assignment and
workflow tools to promote efficient resolution of customers’ service requests by
knowledgeable call center agents.
Siebel eBanking provides customers with the following self-service features:
A customer can monitor financial account activity.

A customer can transfer funds between financial accounts.
A customer can pay bills electronically.
A customer can submit service requests, including requests for statements,
check copies, new checks, and stop payments.
A customer can create a personalized Web page that displays aggregated

information about all the customer’s accounts with companies such as banks,
cell phone providers, credit card issuers, and so on, in addition to the customer’s
bank account.
With Siebel eSearch, a customer can do a full text search of the knowledge base
of frequently asked questions (FAQs) to help resolve a service issue.
A customer can use the Find feature, a query by example, to locate specific
service requests or FAQs.

Siebel eBanking
About Siebel eBanking
Siebel eBanking provides the following channels for customers to get help from call
center personnel:
A customer can create or update a service request. Documents and lengthy

descriptions can be attached to help communicate the problem. A service agent
can update the service request with solutions or documents relating to the
problem. Workflow policies can be activated to notify a customer by email
whenever an agent updates a service request.
A customer can communicate with service agents by messaging.

A customer can request an immediate virtual meeting with a service agent.
Siebel eCollaboration enables the customer and agent to share Web pages,
documents, presentations, or any other desktop imagery in real time. They
converse by the customer’s preferred channel: telephone, Voice over IP (audible
speech over the Internet), or text chat (written communication over the
Internet).
Siebel eBanking provides these additional features:
Web pages, views, and applets are configurable to conform to your business
model and the look and feel of your Web site.
A salutation applet greets a registered user on login. This applet can be

configured to contain any targeted content such as promotions, service request
update information, or a birthday greeting.
Contact-based login minimizes the number of database accounts required to

support all customers receiving Web-based support.
Business-to-business relationships benefit from the delegated administration

feature. Registered users with expanded responsibilities can add new users at
their site, thereby reducing the administrative load at your Siebel eBanking host
company.
Customers have contact-based data visibility, so they see only their own data.
Call center agents have a history of each user readily available that is
independent of the channel of communication the user chooses.

Siebel eBanking
The Siebel eBanking Web Site
The Siebel eBanking Web Site 4
When users log in, the home page appears. Registered users and delegated
administrators see only the tabs appropriate to the responsibilities assigned to them.
Users can click tabs and buttons to use the following screens and utilities. The
screens generally have multiple views and features associated with them. For
example, after clicking the Contact Us tab, users can send messages to service
agents, read messages, or request a Web collaboration session with a service agent.
Home. The Salutation applet greets each user with personalized phrasing and
targeted information. Users can view limited lists of their financial accounts,
pending payments, existing service requests, and frequently asked questions
(FAQs). With the Search applet here and on most screens, users can do full text
searches of database records to resolve service issues on their own.
Accounts. Users can monitor activity on their financial accounts.
Account Aggregation. Users can view a customized Web page that shows
information about all their online accounts with companies such as brokerages,
cell phone providers, credit card issuers, travel agencies, and so on.
Transfers. Users can transfer funds between accounts and check completed
transfers.
Bill Pay. Users can schedule individual or recurring electronic payments, add and
modify payees, and check pending and completed payments.
Customer Service. Users can submit service requests, including statement

requests, requests for checks drawn on their account, requests for check copies,
new check orders, stop payment requests, and other problem reports. Users can
check the status of existing service requests, view or download forms, and view
frequently asked questions. The Customer Satisfaction Survey view is not visible
at installation, but can be exposed using Siebel Tools.
Contact Us. Users can send messages to service agents and request a virtual
meeting over the Web with a service agent.
Administration. Users with delegated administrator responsibility use this screen

to create new registered users and to edit login data for existing users. This
screen is visible to delegated administrators only.

Siebel eBanking
Adding and Modifying Financial Accounts
Help. Users can get help using the application.
Profile. Users can edit account nicknames, contact information, and passwords.
Logout. Users exit the application with this button.
Adding and Modifying Financial Accounts 4
Financial products are types of financial accounts offered by your financial

institution. They include types of asset accounts and types of liability accounts.
Types of asset accounts include demand deposit (checking), savings and money
market, certificates of deposit, and others. Types of liability accounts include credit
cards, loans, and others.
Financial accounts are customers’ instances of financial products. For example, a

customer’s personal savings account has a unique identifying number and is an
instance of a savings account product offered by a financial institution.
Customers can do the following tasks with their financial accounts:
Check balance and transaction histories

Transfer funds between accounts
Modify account nicknames
Submit service requests, including statement requests, stop payments, requests
for check copies, and orders for checks
Pay bills electronically

Siebel eBanking
Adding and Modifying Financial Accounts
To view financial account information

1 Do one of the following.
On the home page, locate a financial account in the Accounts list applet.
Click Accounts on the tab bar, then locate a financial account in the Deposits
and Investments list applet or in the Credit and Loans list applet.
2 Click the link in the Account # field for an account.

A view with account detail appears similar to the one shown for a savings
account.
A financial account is visible to all contacts listed on the account, both primary
contacts and others.
For information about adding or modifying financial accounts, see the Siebel
eFinance Guide.

Siebel eBanking
Setting the Display Sequence of Financial Accounts
Setting the Display Sequence of Financial Accounts 4
By default, customers see their financial accounts displayed in administrator-

defined sequences.
You assign a display sequence to each financial product within a category of

financial products. The categories of financial products are Assets and Liabilities.
Within the Assets category you can, for example, assign display sequence 1 to the
Savings/MMA product so that accounts of that product type display first.
In the Accounts screen’s Summary view (see Figure 4-1), the financial accounts in
the Deposits and Investments list applet are displayed in the sequence you set for
their product types in the Assets category. The accounts in the Credit and Loans list
applet are displayed in the sequence you set for the Liabilities category.
Figure 4-1. Accounts Screen Summary View

Siebel eBanking
The home page Accounts list applet displays financial accounts in both the Assets
and Liabilities categories. Accounts are displayed by their sequence number,
independent of category.
NOTE: Assign separate sequence intervals to categories to group financial accounts

by category in list applets that include more than one category. For example, you
could assign sequence numbers 0-99 to products in the Assets category and
numbers 100-199 to products in the Liabilities category. Assets accounts are then
displayed before Liability accounts.
If sorting is available for a particular applet listing financial accounts, customers can
sort them alphabetically in ascending or descending order. To restore the default
sequence, the customer must refresh the page or log out and log in again.

Siebel eBanking
To set the default sequence of financial accounts

1 Choose Screens Marketing Administration Products All Products.
The Product Administration view appears.
2 Choose Query New Query.

An empty record appears.
3 Click the Category field’s picklist, then select the category of financial accounts
to sequence.
4 Choose Query Execute Query.

The products in the queried category are displayed.
5 For each product type, use the popdown keypad in the Display Sequence field to
set or change its display sequence.

Siebel eBanking
Paying Bills
Paying Bills 4
Customers can set up electronic bill payment from their financial accounts. They
can schedule recurring or single payments. They can schedule bills to be paid
immediately or in the future.
Customers can request a payment by clicking the One Time Payment or Recurring
Payment view in the Bill Pay screen.
Payees are customer-defined entities that are eligible to receive payments. For
example, a customer can add their utility company as a payee. The customer can
then set up a monthly electronic payment to the utility.
To add payees
1 Click Bill Pay on the tab bar.
The Summary view appears.
2 Click Payees on the view bar.

The Payees view appears.

Siebel eBanking
Paying Bills
3 Click New in the Payees list applet.

The New Payee form applet appears.
4 Fill the form and click Save.
To authorize financial accounts to use Bill Pay

1 Choose Screens Service Requests All Service Requests.
The All Service Requests view appears.
2 Choose Edit New Record.

3 Click on each field below, click the arrow to the right of the field, then select the
following values from the dialog boxes provided.
Field Value
Type Bank
Area Bill Pay SignUp
Last Name Select the contact who has requested to have accounts authorized
for Bill Pay use.
4 Click on the link in the SR Number field.

The Service Request Bill Pay Sign Up view appears.
5 Click on the Bill Pay Sign-Up form applet to make it active.

6 Click the ellipsis (...) button to the right of the Authorized Account field.
The Financial Accounts dialog box appears.
7 Click the Bill Pay Enable field to place a check in each account for which Bill Pay
is authorized to draw funds.
8 Click Close.
9 Step off the record by going to another record or another view to commit.

Siebel eBanking
Searching for Bill Payments
Searching for Bill Payments 4
A customer can search for bill payment transactions. These are transactions done
using the Bill Pay feature.
The customer can search for bill payment transactions that fit user-defined criteria
for Category, Payee, and Account. The customer can specify criteria for one or more
of these fields. The result list includes bill payment transactions that fit all of the
criteria.
Customers use the Bill Payment History Search applet (see Figure 4-2) to enter
criteria.
Figure 4-2. Bill Payment History Search Applet
The Category picklist is populated with values in the

FINS_SRV_REQ_PAYMENT_CATEGORY list of values.
The Payee picklist is populated by the user-maintained list of Payees.
The Accounts picklist includes all financial accounts authorized for Bill Pay draws
for which the customer is a contact.

Siebel eBanking
Searching for Bill Payments
To search for bill payment transactions

1 Click Bill Pay on the tab bar.
2 Click Payment History on the view bar.

The Bill Pay History view appears, including the Transactions applet listing bill
payment transactions in all financial accounts.
3 Enter search criteria in one or more fields of the Bill Payment History Search
applet, then click Search.
The bill payment transactions fitting all the criteria are listed in the Transactions
list applet.

Siebel eBanking
Searching for Transactions
Searching for Transactions 4
A transaction is a debit or credit to a financial account. A payment on a credit card

account, a deposit to a savings account, a stock purchase, and a bank fee deducted
from a checking account are examples of transactions.
To search for transactions

1 Do one of the following.
On the home page, locate a financial account in the Accounts list applet.
Click Accounts on the tab bar, then locate a financial account in the Deposits
and Investments list applet or in the Credit and Loans list applet.
2 Click the link in the Account # field for an account.

A view with account detail appears similar to the one shown for a savings
account.
3 Click Search in the Recent Transactions list applet.

The transaction history for the selected account appears in the Transaction
Detail list applet.
4 Enter search criteria in either or both fields of the Transaction Search applet,
then click Search.
The transactions fitting all the criteria are listed in the Transaction Detail list
applet.

Siebel eBanking
Transferring Money Between Accounts
Transferring Money Between Accounts 4
Siebel eBanking provides the ability to transfer funds between accounts in a variety
of ways. Funds can be transferred between two accounts with the same institution,
between institutions, or between institutions through a wire service. All transfers
except wire transfers can be set up to recur at a specified interval.
Making Internal Funds Transfers 4
Transfers between two accounts with the same institution can be performed on a
one-time basis or on a regularly occurring basis.
To transfer funds between two accounts with the same financial institution
1 Click Transfers on the tab bar, then select Transfer Funds on the view bar.
The Transfer Funds view appears.

3 Click Submit.

Siebel eBanking
Making External Funds Transfers 4
Transfers between accounts that are held at separate financial institutions can be
performed on a one-time basis, or on a regularly occurring basis. Prior to making
transfers between institutions, consumers must enter information about the
external account at the other financial institution.
Transferring Funds
Once accounts have been established for the financial institutions that money will
be transferred to or from, consumers can request a funds transfer into or out of their
account with the host institution.
To transfer funds into or out of an account

1 Click Transfers on the tab bar, then select Transfer Money In or Transfer Money
Out on the view bar.
The Transfer Money In or Transfer Money Out view appears. These views are
shown in the following examples.

Siebel eBanking
2 Click Select in the Transfer From Account or Transfer To Account field.

The Select Account view appears.
3 If the account you want to transfer money to or from is not listed, click New to
add the account.
4 Complete the fields and click Submit.

The Account Information Confirmation view appears.
5 Click Submit to confirm.

The Select Account view appears with the new account added to the list.
6 Select an account from the list.

The Transfer Money In or Transfer Money Out view appears with the account
selected in the Transfer From or Transfer To Account field.

Siebel eBanking
7 Complete the remaining fields in the Transfer Money In or Transfer Money Out
view.
8 Click Submit.
A service request is submitted for the funds transfer.
For more information about adding accounts, see “Adding and Modifying Financial
Accounts” on page 4-5 and Siebel eFinance Guide.
Making Wire Transfers

Siebel eBanking uses a special network to wire money from customer accounts to
a recipient and account specified by the customer. Wire transfers can only be
initiated for transferring funds out of an account, not into it.
To wire funds to another institution

1 Click Transfers on the tab bar, then select Wire Transfer on the view bar.
The Wire Transfer view appears.

Siebel eBanking
Managing Service Requests
3 Click Confirm.
The Confirm Wire Transfer view appears.
4 Review the transfer information and click Submit to initiate the transfer.
Managing Service Requests 4
A service request is a customer’s request for assistance on products or services they

have purchased. All service requests include a service request number, a title, a
description, and a status.
Service requests can be any of the following:
Requests for a financial account statement

Requests for check copies
Check orders
Requests for bank checks
Requests to stop payments
Other reports of problems
Registered users submit new service requests and check service request status
through the views in the Customer Service screen.
Service requests can be assigned manually to service agents, or an administrator

can create assignment rules to automatically assign service requests to agents by
criteria such as product expertise.
Service requests can be viewed in the dedicated client by choosing Screens

Service Requests All Service Requests.
For more information on service requests, see the section on service requests in the
Siebel Financial Services Guide.
For more information on creating service request assignment rules, see the Siebel
Assignment Manager Administration Guide.

Siebel eBanking
Making Solutions and FAQs Available
Making Solutions and FAQs Available 4
Service solutions are answers to frequently asked questions (FAQs). Solutions are
documented by service agents and call center administrators and are stored in the
database. Agents and customers can frequently resolve service issues by searching
this knowledge base of solutions.
You can associate a solution with related solutions and resolution documents
through the Solutions Administration screen. The owner of a service request can
associate the service solution with that service request.
A solution record can be published internally or externally. Solutions published

internally are accessible only by your employees. To be available to customers, a
solution must also be published externally.
Service solutions used by Siebel ePartner partners or call center personnel are
typically published internally. Service solutions used by Siebel eBanking customers
are also published externally.
FAQ documents are listings of common questions and answers on a particular topic.
A frequently asked question is created by entering the question in the FAQ field of
a solution record. Like all solutions, FAQs can be published internally or externally
and are searchable.
Most Siebel eBanking service requests (for example, requests for statements or stop
payments) require action instead of answers. Because there is little need to
associate solutions with service requests, solutions are displayed to customers only
in the form of frequently asked questions.

Siebel eBanking
To view frequently asked questions (FAQs)

1 Locate a frequently asked question to view in one of the following ways:
On the home page, locate the frequently asked question in the limited list in
the FAQs list applet.
Click Customer Service on the tab bar, and then click FAQ on the view bar
and locate a frequently asked question.
In the Siebel eSearch applet in the upper right corner of several screens, do
a full text search to find frequently asked questions fitting certain criteria.
2 Click the link in the FAQ record to view the full question and its answer.
Service solutions are created and administered on the dedicated client through the
Solutions Administration screen. For information on creating and administering
service solutions, FAQs, and resolution documents, see the section on solutions and
service requests in the Siebel Solution Administration Guide or the Siebel Financial
Services Guide.
To make service solutions available

1 Choose Screens Solution Administration Solutions Solutions.
The Solutions Administration view appears.
2 Select the Publish Internal check box to make a solution available to your
employees. Select the Publish External check box to make a solution available
to your customers.

Siebel eBanking
Assigning Messages from Web Site Users to Service Agents

Service Agents 4
Users can send messages to your call center through the Compose Message view in
the Contact Us screen.
Each message is an Activity of type Email - Inbound. The value of the Assigned to
field of an inbound message from a Web site user is CUSTOMER until it is assigned
to a service agent. Agents can respond to users’ messages by regular email. They
must create an Activity of type Email - Outbound and send the message to the user’s
email address.
You can use Siebel Assignment Manager to automatically assign tasks to employees.
For information on using Siebel Assignment Manager to assign tasks to employees,

see the Siebel Assignment Manager Administration Guide.
If messages from users are not assigned to service agents automatically, then agents
can manually check the queue of unassigned messages.

Siebel eBanking
To check for unassigned messages from Web site users

1 Choose Screens Activities All Activities.
The All Activities view appears.

3 Click in the Activity Type field, click the arrow that appears, then select Email-
Inbound from the picklist.
4 Enter CUSTOMER in the Assigned To field.

The query results are all unassigned messages from Web site users.

Siebel eBanking
Managing Personal Profiles
Managing Personal Profiles 4
Customers maintain personal profile information by clicking Profile from any

screen. They can add or modify contact preferences, contact addresses, financial
account nicknames, and login password. Default contact preferences include phone
numbers, email address, best time to call, and preferred language.
Contact preference changes are written directly to the customer’s Contact record.
Added or modified addresses are logged as service requests of Type “Bank” and
Area “Customer Address.”
Account nicknames appear in account list applets. A financial account’s nickname

is the Alias field value in the FINCORP Account business component instance for
the financial account.
NOTE: Provide default account nicknames for customers to keep or modify by

initializing the Alias field with the Product name when an account is created. A new
account then always displays a name in the Account Nickname field. You can
automate this task using Siebel Workflow Manager or Siebel Enterprise Integration
Manager.
For information about administering login usernames and passwords, see the
section on user access in this guide.
For information about automating workflow tasks, see the Siebel Workflow Guide.
For information about automating data import tasks, see the Siebel Enterprise
Integration Manager Administration Guide.

Siebel eBanking
Account Aggregation with Yodlee
Account Aggregation with Yodlee 4
Through Siebel eBanking’s integration with Yodlee.com, a provider of account

aggregation services, you can view a customized Web page that shows information
about all your online accounts with companies such as brokerages, cell phone
providers, credit card issuers, travel agencies, and so on.
Account aggregation functionality is hosted on a Yodlee Web server and displayed

as a screen tab within the Siebel eBanking module.
Registering for Account Aggregation 4
New users must register for account aggregation the first time they access it through
Siebel eBanking.
NOTE: To use account aggregation, the user’s browser must be configured to accept
cookies.

Siebel eBanking
To register for account aggregation

1 Click Account Aggregation on the tab bar.
The Account Aggregation screen appears.
2 Click on the Terms and Conditions link.

The Terms and Conditions for using account aggregation are displayed.
3 Read the terms and conditions, and if you agree to them, click on the Sign Up
link.
4 Enter your email address and click Sign Up.

A new browser window is opened and you are taken to the account aggregation
Web site hosted by Yodlee. One or more security dialog boxes may appear when
the new browser is launched. This is normal, and the user should confirm that
they want to continue.

Siebel eBanking
To view account aggregation

Click Account Aggregation on the tab bar.
A new browser window is opened and you are navigated to the account
aggregation Web site hosted by Yodlee.
To unregister for account aggregation

1 Click Profile.
The Profile screen appears.
2 Click Unregister Account Aggregation on the view bar.

The Confirm Unregistration view appears.
3 Click Confirm to confirm the unregistration.
NOTE: When you unregister, you are deleted from the Siebel database but you are
not automatically deleted from the Yodlee system.
Administering Account Aggregation 4
There are several steps required to set up Siebel eBanking to display the Yodlee
account aggregation Web page. The procedures in this section describe the
following set up tasks:
Install and maintain the Yodlee key file. Yodlee provides a file containing keys that
permit access to the dedicated Yodlee server for your organization. These keys
expire periodically. When all the keys in your key file have expired, Siebel
eBanking can no longer access the Yodlee server.
Create Web pages describing the account aggregation service. When users click the
Account Aggregation tab in Siebel eBanking for the first time, they are greeted
by a literature page designed by your organization. Typically, from that literature
page they navigate to a page that describes the terms and conditions they must
agree to before opening a Yodlee account. From the terms and conditions page,
they navigate to a view where they enter their email address. Then a new
browser window opens that navigates to the Yodlee home page for your
organization.

Siebel eBanking
Set system preferences for the literature pages and for the Yodlee server URL. The
location of the literature files and the Yodlee home page must be set on the Siebel
Financial Services Application Administration screen.
Synchronize the system clock with the Yodlee server. The system clock on the Siebel
Server must be synchronized with Yodlee’s server. Please contact Yodlee for
instructions on how to synchronize your system clock.
The other administrative tasks that can be performed for account aggregation are:
Unregister users. The administrator can unregister contacts manually.
Create special offers and announcements. The administrator can create a special
offer for account aggregation, and link it to the terms and conditions or
registration page for account aggregation.
NOTE: The sample database provided with Siebel Financial Systems contains an
example account aggregation Web page and linked literature files. To locate the
example, log in to the connected client with the Sample database, go to the
Literature Administration view, and query the Name field for AccountAggregation*.
To install the Yodlee key file

1 Copy the key file provided by Yodlee into the siebel_server/bin directory,
where siebel_server is the name of the directory where your Siebel Server
resides.
For more information about this directory, see the Siebel Server Installation
Guide.
2 Rename the file to aag.txt.
NOTE: If all the keys in your key file expire, the Siebel application needs to be
stopped, the new key file installed, and the Siebel application restarted.

Siebel eBanking
Loading and Linking Literature files

The first time a user clicks the Account Aggregation tab in Siebel eBanking, they
view a series of literature files. These literature files must follow naming
conventions, and the last literature file must contain code to link it to the
registration form. The following procedure describes these requirements.
To load and link literature files

1 Choose Screens Marketing Administration Literature Literature.
The Literature Administration view appears.
2 Add a record for the first literature file that the user will view when they click
Account Aggregation on the tab bar.
This literature record can have any name. In the following steps, the name you
selected will be represented by name.

Siebel eBanking
3 Include the following link at the end of the first literature file:
<a
href=start.swe?SWECmd=InvokeMethod&SWEMethod=ShowYlProductLitTer
msandConditions&SWEView=FINS+eBanking+AAGH+Home+View&SWEApplet=F
INS+eBanking+AAGH+Home+Applet>Terms and Conditions-></a>
4 Name the second file nameTermsandConditions.

This is typically a page containing the terms and conditions that a user must
agree to. It must contain the link shown in Step 3, except that this time
TermsandConditions must be replaced with the number 3.
5 Name the third file name3.

The third and subsequent files are named sequentially. The third file name has
3 at the end, the fourth has 4 at the end, and so on. Each file must contain a link
to the next file, as described in Step 3.
6 Include the following link to the Registration view at the end of the last literature
file:
<a
href=start.swe?SWECmd=InvokeMethod&SWEMethod=Register&SWEView=FI
NS+eBanking+AAGH+View&SWEApplet=FINS+eBanking+AAGH+Applet>Sign
Up</a>
7 If any of the literature files contain images, the hyperlink in the file should be of
the format:
<img border="0" src="Images\imagename">
Where imagename is the name of the image. Any such images should be saved
in the SWEApp\PUBLIC\IMAGES folder.
NOTE: Web offers for account aggregation can be displayed on the Web page of
any Siebel Financial Services .COM Application that supports account
aggregation, and linked to the terms and conditions or registration page using
the links provided in this procedure. For more information on special offers and
announcements, see “Displaying Web Offers” in Chapter 1, “Siebel Financial
Services .COM Applications.”

Siebel eBanking
To set system preferences

1 Choose Screens Application Administration System Preferences.
2 Set the System Preference Value for Account Aggregation Lit to the name you
gave the literature file in the Literature Administration view.
3 Set the system preference for Account Aggregation URL to the URL or IP address
provided to you by Yodlee.
NOTE: After modifying system preferences for account aggregation, the Siebel
server must be restarted for the changes to take effect.

Siebel eBanking
To unregister a user manually

1 Choose Screens Application Administration Account Aggregation Contacts.
2 Select the user you would like to unregister.
3 Click Unregister.

Siebel eBrokerage 5
About Siebel eBrokerage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
The Siebel eBrokerage Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Adding and Modifying Investment Holdings . . . . . . . . . . . . . . . . . . . . . 5-8
Adding and Modifying Investment Interests . . . . . . . . . . . . . . . . . . . . 5-10
Trading Stocks, Bonds, Mutual Funds, and Options . . . . . . . . . . . . . . . 5-12

Searching for Symbols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Trading Stocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13
Trading Mutual Funds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-14
Trading Bonds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-17
Trading Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18
Cancelling Open Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-20
Transferring Securities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-21
Configuring Siebel eBrokerage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24

Trade Cancellation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24
Trade Error Checking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-25

Siebel eBrokerage
About Siebel eBrokerage
About Siebel eBrokerage 5
Siebel eBrokerage is a Web-based interface that allows investors to manage their

brokerage accounts and resolve service issues with brokerage firms. Investors
include both individual investors and large financial institutions such as pension
funds, investment funds, and money management groups.
Siebel eBrokerage is completely integrated with Siebel Financial Services

Applications, making it possible for a call center agent to use a single dashboard for
queuing, viewing, and resolving customer issues that are submitted through the
Web, email, or telephone. You can use Siebel Financial Services assignment and
workflow tools to promote efficient resolution of customers’ service requests by
Siebel eBrokerage contains all of the functionality of Siebel eBanking. In addition,

with Siebel eBrokerage, customers can perform the following self-service activities:
Trade stocks, bonds, mutual funds, and options

Create a personalized Web page that displays aggregated information about all
their accounts with companies such as banks, cell phone providers, credit card
issuers, and so on, in addition to their brokerage accounts
Set up recurring transfers between their banking and brokerage accounts

Transfer money by wire
Request that a check drawn on their funds be sent to them
Perform a full text search of the knowledge base of frequently asked questions
(FAQs) to help resolve a service issue
Use the Find feature, a query by example, to locate specific service requests or
FAQs

Siebel eBrokerage
About Siebel eBrokerage
Siebel eBrokerage provides the following channels for customers to get help from
call center personnel:


Internet).
Siebel eBrokerage provides these additional features:


Business-to-business relationships benefit from the delegated administration

feature. Registered users with expanded responsibilities can add new users at
their site, thereby reducing the administrative load at your Siebel eBrokerage
host company.
Customers have contact-based data visibility, so they see only their own data.

Siebel eBrokerage
The Siebel eBrokerage Web Site
The Siebel eBrokerage Web Site 5
When users log in, the home page appears. Registered users and delegated
administrators see only the tabs appropriate to the responsibilities assigned to them.
screens generally have multiple views and features associated with them. For
example, after clicking the Service tab, users can submit service requests, view
details about a request, or provide additional updates and attachments to the
request.
targeted information. Information on this page reflects account activity of the
individual user. If applicable, users can view limited lists of their open orders,
existing service requests, current holdings, contacts at the bank or brokerage
that provide service to the user, recent literature about the securities in the user’s
interest profile, and frequently asked questions (FAQs). With the Search applet
here and on most screens, users can do full text searches of database records to
resolve service issues on their own.
Relationship. Users can view the list of contacts at their bank or brokerage that
are assigned to serve them (or the company that they are affiliated with), current
holdings, securities that they are interested in but do not hold, and activities that
are being performed for their company.
Accounts. Users can monitor activity on their investment accounts.
Account Aggregation. Users can view a customized Web page that shows
information about all their online accounts with companies such as brokerages,
cell phone providers, credit card issuers, travel agencies, and so on. See
Chapter 4, “Siebel eBanking” for more information.
Transfers. Users can transfer funds between accounts and check completed
transfers.
Bill Pay. Users can schedule individual or recurring electronic payments, add and
modify payees, and check pending and completed payments.
Trades. Users can trade stocks, mutual funds, bonds, and options. Users can also
look up stock symbols, view open orders, and transfer assets from other
institutions.

Siebel eBrokerage
The Siebel eBrokerage Web Site
Customer Service. Users can submit service requests, including statement

requests, requests for checks drawn on their account, and other problem reports.
Users can check the status of existing service requests.
Contact Us. Users can send messages to service agents and request a virtual
meeting over the Web with a service agent.
Profile. Users can edit account nicknames, contact information, and passwords.
Making a change in the Addresses applet initiates a service request that must be
completed before the change is visible.
Figure 5-1. Siebel eBrokerage Home Page

Siebel eBrokerage
Workflows
Workflows 5
Siebel eBrokerage can be configured to run workflow processes. Two workflows, the
Holdings Workflow and the Interests Workflow, have been packaged with the
sample database to illustrate this. These workflows cause the following to happen:
Holdings Workflow. When the user adds or edits a holding, an alert record

is created for the user’s company on the Companies Alerts view in the
dedicated client. Also an activity record is created for the user’s company in the

Companies Activities view, and for the user in the Contacts Activities view
in the dedicated client.
Interests Workflow. When the user adds or edits an interest, an alert record

is created for the user in the Contacts Alerts view in the dedicated client.
Also an activity record is created for the user’s company in the

Companies Activities view, and the for the user in the Contacts Activities
view in the dedicated client.
To configure Siebel eBrokerage to run the Holdings Workflow and the Interests
Workflow, use the following procedure.
To trigger workflow processes to execute from Siebel eBrokerage

1 Log in to the connected client with the Sample database.
2 Choose Screens Siebel Workflow Administration Workflow Processes All
Processes.
The All Workflow Processes screen appears.
3 Do one of the following:

Select the Holdings Workflow record, click Export and save the workflow as
an XML file.
Select the Interests Workflow record, click Export, and save workflow as an
XML file.
4 Using the connected client, log in to the target database in which you want to
enable the workflow.

Siebel eBrokerage
Workflows
5 Choose Screens Siebel Workflow Administration Workflow Processes All

Processes.
Click Import, and import the Holdings Workflow using the XML file saved in
Step 3 on page 5-6.
Click Import, and import the Interests Workflow using the XML file saved in
Step 3 on page 5-6.
6 In Siebel Tools, do the following:

a Choose Siebel Objects Business Component.
b Search for the Security Holdings Web business component.
c Under Business Component User Properties, set WF Post Write Process 1 to
active.
d Search for the Security Interests Web business component.

e Under Business Component User Properties, set WF Post Write Process 1 to
active.
f Compile a new siebel.srf file.
7 To use the new siebel.srf file, do the following:

a Stop the Siebel Server, if it is running.
b Copy the siebel.srf file to the object folder in the Siebel Server installation
directory.
c Restart the Siebel Server.

8 Log in to Siebel eBrokerage.
Now the workflow processes will be triggered when the user does any of the
following:
Add or edit a holding.

Add or edit an interest.

Siebel eBrokerage
Adding and Modifying Investment Holdings
Adding and Modifying Investment Holdings 5
The Holdings view on the Relationships screen displays a list of investments that
are currently held by the user.
To add a holding
1 Click Relationship on the tab bar, then select Holdings on the view bar.
The Holdings view appears.
2 Click Add New Holding.

The New Holdings view appears.
3 Click Select in the Symbol field.

The Pick Securities view appears.
4 Select a security from the list, or click Search to search for a security if needed.
6 Click Save.
The holding is added to the list.

Siebel eBrokerage
Adding and Modifying Investment Holdings
To edit a holding
1 Click Relationship on the tab bar, then select Holdings on the view bar.
The Holdings view appears.
2 Click the Edit column for the holding you want to edit.
The Edit Holdings view appears.
NOTE: If you click the hyperlink in the Symbol column, detailed information
about the holding appears.
3 Edit the fields.

Only the Customer Estimate, Date of Estimate, Estimate % of Portfolio, and
Estimate % of Company fields can be modified.
4 Click Save.
The holding is modified.

Siebel eBrokerage
Adding and Modifying Investment Interests
Adding and Modifying Investment Interests 5
The Interests view on the Relationships screen displays a list of potential

investments in which the user has expressed interest.
To add an interest
1 Click Relationship on the tab bar, then select Interests on the view bar.
The Interests view appears.
2 Click Add New Interest.

The New Interests view appears.
3 Click Select in the Symbol field.

The Pick Securities view appears.
4 Select a security from the list, or click Search to search for a security if needed.
6 Click Save.
The interest is added to the list.

Siebel eBrokerage
Adding and Modifying Investment Interests
To edit an interest
1 Click Relationship on the tab bar, then select Interests on the view bar.
The Interests view appears.
2 Click the Edit column for the interest you want to edit.
The Edit Interests view appears.
3 Edit the fields.

Only the Interest Level, Interest Amount, Interest Type, and Interest Price fields
can be modified.
4 Click Save.
The interest is modified.

Siebel eBrokerage
Trading Stocks, Bonds, Mutual Funds, and Options
Trading Stocks, Bonds, Mutual Funds, and Options 5
Through the Trades screen, users can buy and sell stocks, mutual funds, bonds, and
options. Also, assets from other institutions can be transferred to user accounts.
Open orders for stock, bond, mutual fund, and option trades can be viewed and
cancelled.
Searching for Symbols 5
If you do not know the symbol for the stock, bond, option, or mutual fund you want
to trade, you can search for the symbol from any of the trading views.
To search for a symbol on any view that involves stocks, bonds, options,
or mutual funds
1 Click Select.
The Symbol Search or Search Security applet appears. These applets are both
shown below.
2 Enter a symbol or name to search for.

3 Click Search.
The results of the search are displayed in the pick applet.
4 If the asset you want to trade is listed in the pick applet, select it to return to the
appropriate trading view.

Siebel eBrokerage
Trading Stocks 5
The Stock Trade view is a full-service trading view, allowing market, stop, and limit
orders to be placed. Symbol search is also available from this view.
To buy or sell stocks

1 Click Trades on the tab bar, then select Stocks on the view bar.
The Stock Trade view appears.

Some fields are described in the following table.
Field Value
Symbol See “To search for a symbol on any view that involves stocks, bonds,
options, or mutual funds” on page 5-12 for more information on
how to use this field.
From Account A picklist of investment accounts from which the user can draw
funds for trading.
Order Type A picklist of instructions indicating the trade execution strategy.

Values may include: Market or Limit.
Qualifier A picklist of instructions qualifying the execution strategy. Values

may include: All or None, Do Not Reduce, At the Opening, At the
Close, Fill or Kill, and Immediate or Cancel.

Siebel eBrokerage
3 Click Submit.
The Trade Confirmation view appears.
4 Review the trade information, and click Submit again to confirm the trade.
Trading Mutual Funds 5
Three specialized views are provided for purchasing, selling, and exchanging
mutual funds.
To purchase mutual funds

1 Click Trades on the tab bar, then select Mutual Funds Purchase on the view bar.
The Mutual Funds Purchase view appears.

A field is described in the following table.
Field Value
Amount The dollar amount of the purchase.
3 Click Submit.
The Mutual Fund Purchase confirmation view appears.
4 Review the trade information, and click Submit again to confirm the purchase.

Siebel eBrokerage
To sell mutual funds

1 Click Trades on the tab bar, then select Mutual Funds Sale on the view bar.
The Mutual Funds Sale view appears.
2 Click the Select button.

3 Click the arrow next to the fund you want to sell to select it.
The Mutual Funds Sale Amount view appears.

5 Click Submit.
The Mutual Fund Sale confirmation view appears.
6 Review the trade information, and click Submit again to confirm the sale.

Siebel eBrokerage
To exchange mutual funds

1 Click Trades on the tab bar, then select Mutual Funds Exchange on the view bar.
The Mutual Funds Exchange view appears.
2 Click the Select button.

3 Click the arrow next to the fund you want to sell to select it.
The Mutual Fund Exchange view appears.

5 Click Submit.
The Mutual Fund Exchange Select view appears.
6 Complete the fields and click Submit.

The Mutual Fund Exchange confirmation view appears.
7 Review the exchange information, and click Submit again to confirm the sale
and purchase.

Siebel eBrokerage
Trading Bonds 5
The Bond Trade view is a full-service trading view, allowing market and limit orders
to be placed. Symbol search is also available from this view.
To buy or sell bonds

1 Click Trades on the tab bar, then select Bonds on the view bar.
The Bond Trade view appears.

Field Value
Account A picklist of investment accounts from which the user can draw
funds for trading.
Qualifier A picklist of instructions qualifying the trade execution strategy.

Values may include: All or None, and Fill or Kill.

Siebel eBrokerage
3 Click Submit.
The Trade Confirmation view appears.
Trading Options 5
The Option Trade view is a full-service trading view, allowing market and limit
orders to be placed. Symbol search is also available from this view.
To buy or sell options

1 Click Trades on the tab bar, then select Options on the view bar.
The Option Trade view appears.

Siebel eBrokerage

Field Value
Account A picklist of investment accounts from which the user can draw
funds for trading, with account balances.
Qualifier A picklist of instructions qualifying the trade execution strategy.

Values may include: All or None, At the Opening, At the Close, Fill
or Kill, and Immediate or Cancel.
3 Click Submit.
The Trade Submitted view appears.

Siebel eBrokerage
Cancelling Open Orders
Cancelling Open Orders 5
After orders have been placed for stock, bond, mutual fund, and option trades, they
can be cancelled through the either the home page or the Trades Summary view.
To cancel an open order

Click Home on the tab bar.
The Home Page appears.
Click Trades on the tab bar.
The Trades Summary view appears.
2 Click on the hyperlink for the Trade Number for any trade that has a Status of
Pending.
The Trade Detail view appears.
NOTE: Only pending trades can be cancelled.
3 Click Cancel Trade.

4 Confirm the deletion.
The Trades Summary view appears showing the trade with its new status of
Cancellation Requested.
NOTE: Requesting a cancellation does not guarantee that the trade will be
cancelled prior to execution.

Siebel eBrokerage
Transferring Securities
Transferring Securities 5
Securities purchased through other institutions can be transferred to your company

through Siebel eBrokerage. Transferring partial accounts requires the user to enter
additional information, so two procedures are provided.
To transfer entire securities accounts

1 Click Trades on the tab bar, then select Transfer Assets on the view bar.
The Transfer Assets view appears.
2 Complete the fields for the company to transfer assets from, selecting Transfer
Entire Account.
3 Click Submit.
The Transfer Assets Confirmation view appears.
4 Review the transfer information and click Submit again to confirm the transfer.

Siebel eBrokerage
Transferring Securities
To transfer partial securities accounts

1 Click Trades on the tab bar, then select Transfer Assets on the view bar.
The Transfer Assets view appears.
2 Complete the fields for the company to transfer assets from, clicking Select to
specify which portion of the account to transfer.
3 When you have finished entering securities to transfer, click Submit.

The Transfer Assets Confirmation view appears.
4 Review the transfer information and click Submit again to confirm the transfer.
The Transfer Assets Complete view appears, showing the service request
number for this transfer.

Siebel eBrokerage
A service request is a customer’s request for assistance on products or services they

have purchased. All service requests include a service request number, a title, a
description, and a status.
Service requests can be any of the following:
Requests for an account statement

Other reports of problems
Requests for answers to questions
Requests for an additional account to be opened
Registered users submit new service requests through the views in the Customer
Service screen, and they can check service request status on the Summary view of
the Customer Service screen or on their home page.

Service requests can be viewed in the dedicated client by choosing Screens

Service Requests All Service Requests.

Siebel eBrokerage
Configuring Siebel eBrokerage
Configuring Siebel eBrokerage 5
This section describes the configuration options available in Siebel Tools for
customizing trade cancellation and trade error checking functionality. For more
information about the concepts described in this section, refer to Configuring Siebel
.COM Applications and Siebel Tools Guide.
Trade Cancellation 5
As described in Siebel Financial Services .COM Applications Guide, trade orders can
be cancelled by drilling down on a trade number from either the Siebel eBrokerage
Home Page, or the Trades Summary screen. To change default trade cancellation
behavior, use Siebel Tools to modify the FINS eBrokerage Trade Detail Form Applet.
There are three applet user properties that govern trade cancellation behavior. They
are described in Table 5-1.
Table 5-1. Applet User Properties for Trade Cancellation
Property Name Default Value Description
Cancel Trade 1 This property sets the sequence of the page to

Confirm Page display for confirming the trade cancellation.
Sequence This number must match the sequence number
for the page created in Applet Web Templates.
Disable Y If set to Y, trade cancellation will be enabled for

DeleteRecord all trades with a status of Pending. If set to N
trades cannot be cancelled.
Disable FINS The view to display immediately after the

DeleteRecord eBrokerage cancellation is confirmed.
GotoView Open Orders
List View

Siebel eBrokerage
Trade Error Checking 5
When a user enters a trade order, Siebel eBrokerage validates the order information.
Each type of trade has its own validation rules that are configured in Siebel Tools
by setting applet user properties for the following applets:
FINS eBrokerage Stock Trade Form Applet

FINS eBrokerage Option Trade Form Applet
FINS eBrokerage Mutual Fund Sale Form Applet
FINS eBrokerage Mutual Fund Purchase Form Applet
FINS eBrokerage Bond Trade Form Applet
FINS eBrokerage Transfer Securities In Applet
The following tables describe the user properties for each of these applets, their
settings, and the type of error checking that is handled by default when a user
submits a trade.
Table 5-2. FINS eBrokerage Stock Trade Form Applet (1 of 2)
Error Type 1 3 This property sets the sequence of the page to

Sequence Number display if a limit order is entered and limit price
or stop price is not entered. This number must
match the sequence number for the page created
in Applet Web Templates.

Sequence Number display if an order is entered and all the required
entry fields are left blank. This number must

Sequence Number display if a market order is entered and the stop
price is also entered. This number must match
the sequence number for the page created in
Applet Web Templates.

Siebel eBrokerage
Table 5-2. FINS eBrokerage Stock Trade Form Applet (2 of 2)

Sequence Number display if a market order is entered and the limit
price is entered. This number must match the
sequence number for the page created in Applet
Web Templates.

price and stop price is also entered. This number
must match the sequence number for the page
created in Applet Web Templates.
FINS eBrokerage Stocks Trade This must not be changed.

Type
Table 5-3. FINS eBrokerage Option Trade Form Applet

Sequence Number display if an order is entered and any of the
required fields are left blank. This number must

Sequence Number display if a limit order is entered and the limit
price is not entered. This number must match

FINS eBrokerage Options Trade This must not be changed.

Type

Siebel eBrokerage
Table 5-4. FINS eBrokerage Mutual Fund Sale Form Applet

FINS eBrokerage Mutual Fund This must not be changed.

Type Sale
Table 5-5. FINS eBrokerage Mutual Fund Purchase Form Applet

FINS eBrokerage Mutual Fund This must not be changed.

Type Purchase
Table 5-6. FINS eBrokerage Bond Trade Form Applet (1 of 2)


Sequence Number display if a limit order is entered and the limit
price is not entered. This number must match

Siebel eBrokerage
Table 5-6. FINS eBrokerage Bond Trade Form Applet (2 of 2)

FINS eBrokerage Bonds Trade This must not be changed.

Type
Table 5-7. FINS eBrokerage Transfer Securities In Applet

Sequence Number display if both the entire and partial account
transfer is chosen. This number must match the
sequence number for the page created in Applet
Web Templates.

Sequence Number display if neither entire or partial account
transfer is being chosen. This number must
FINS eBrokerage Bonds Trade This must not be changed.

Type
If the error checking described in these tables is insufficient, the person responsible
for configuring Siebel can use VB Script or eScript to further customize his or her
trade order error checking. For more information about VB Script and eScript, refer
to Siebel Tools Guide, Siebel CTI Guide and Siebel eScript Language Reference.

Siebel Insurance eService and
Siebel Health Insurance eService 6
Siebel eService for the Insurance and Health Insurance Industries . . . . . . 6-2
About Siebel eService . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
The Siebel eService Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5
Managing Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6

Reviewing and Modifying Personal Policies . . . . . . . . . . . . . . . . . . . 6-6
Reviewing and Modifying Group Policies . . . . . . . . . . . . . . . . . . . . . 6-8
Displaying Providers (Health Insurance Only) . . . . . . . . . . . . . . . . . . . 6-10

Deploying the Customer Satisfaction Survey . . . . . . . . . . . . . . . . . . . . 6-19
Providing Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-22

Siebel Insurance eService and Siebel Health Insurance eService
Siebel eService for the Insurance and Health Insurance Industries
Siebel eService for the Insurance and Health Insurance

Industries 6
This chapter covers the Siebel eService products for the insurance and health
insurance industries. It uses general terminology that can apply to both industries,
and it applies to the following products:
Siebel Insurance eService. The Siebel eService product for the insurance industry.
Siebel Health Insurance eService. The Siebel eService product for the health
insurance industry.
About Siebel eService 6
Siebel eService is a Web-based interface that provides multiple means for customers
to resolve their service issues on their own and multiple channels of communication
for customers to request and receive live support from customer service
representatives.
By leveraging the communications power of the Internet, your call center can offer
24x7 global accessibility. Customer satisfaction is improved by providing fast and
immediate service automation tools, while the cost of providing improved service
is reduced.
Siebel eService is completely integrated with Siebel Financial Services Applications.

Email, service requests, and member updates performed on the Siebel eService
website are immediately viewed by a call center agent who is accessing the
customer’s record. You can use Siebel Financial Services assignment and workflow
tools to promote efficient resolution of customers’ service requests by

Siebel eService provides customers with the following self-service features:
A customer can view policy data.

A customer can submit service requests.
A customer can check the status of claims.
A customer can view and download forms.
A member can check benefits and eligibility (available with Siebel Health
Insurance eService only).
A member can search for and change healthcare providers (available with Siebel
Health Insurance eService only).
With Siebel eSearch, a customer can do a full text search of the knowledge base
of frequently asked questions (FAQs) to help resolve a service issue.
A customer can use the Find feature, a query by example, to locate specific
service requests or FAQs.
A customer can submit a customer satisfaction survey to give feedback about

the service they have received.
Siebel eService provides the following channels for customers to get help from call
center personnel:


Internet).

Siebel eService provides these additional features:


Customers have contact-based data visibility, so they see only their own or their
own household’s data.

The Siebel eService Web Site 6
When users log in, the home page appears.
screens generally have different views and features associated with them. For
targeted information. Users can view and access their personal policies, their
group benefits, and frequently asked questions (FAQs). With the Search applet
here and on most screens, users can do full text searches of database records to
resolve service issues on their own.
Personal Policies. Customers can view personal policy details, check the status of
claims and existing service requests, and submit new service requests.
Group Benefits. Customers can view group benefit details, search for primary care
providers, and change primary care providers.
Claims. Users can check the status of claims.
Literature. Users can view and download forms.
Customer Service. Users can submit service requests, check the status of existing
service requests, submit a customer satisfaction survey, and view frequently
asked questions.
Contact Us. Users can send messages to service agents, read messages from
service agents, and request a virtual meeting over the Web with a service agent.
Profile. Users can edit contact information and passwords.

Managing Policies
Managing Policies 6
Insurance products are types of insurance. They include types of personal insurance
and types of group insurance.
Types of personal insurance include life insurance, automobile insurance, property

insurance, and others.
Types of group insurance include group health insurance, group life insurance, and
others. Group insurance is often offered to employees through an employer group,
so “group benefits” is often used interchangeably with “group insurance.”
Reviewing and Modifying Personal Policies 6
A personal policy is a contract of insurance with an individual, as opposed to a

group. Examples are your personal life insurance policy or your individual health
insurance policy.
Policy holders can do the following tasks with their personal policies:
Check the insureds on their policies

View coverage details of their policies
View primary care provider profiles
Search for and view profiles of care providers (health insurance only)
Change primary care providers (health insurance only)
Check the status of service requests
Submit service requests
View driver and vehicle information

Managing Policies
To view personal policy information

1 Click Personal Policies on the tab bar.
The Personal Policies view appears.
2 Locate a policy to view. Click the Next and Previous buttons to scan the list or
click the Find button to search on specific criteria.
3 Click on the link in the Policy/Quote Number field.

The view that appears includes a detail applet for this policy.
4 Click a link on the view bar to access different details. The names of the
available views depend on the policy’s type of insurance.
A policy is visible to all contacts listed on the policy, both primary insureds and
others, except for life insurance policies. Only the owner and insured person have
visibility for a life insurance policy.
For information about reviewing or modifying personal policies, see the Siebel
eHealthcare Guide or the Siebel eInsurance Guide.

Managing Policies
Reviewing and Modifying Group Policies 6
A group policy is a contract with a group to provide insurance to its members.

Usually the group is an employer and the members are its employees. Once a group
policy is established, employees can opt to be covered by the policy by enrolling.
Once enrolled, the employees are commonly known as members.
Members can do the following tasks with their group policies:
Check the members on their policies

View eligibility and benefits information
View primary care provider profiles
Search for and view profiles of care providers
Change primary care providers
Check the status of service requests
Submit service requests

Managing Policies
To view group benefit information

1 Click Group Benefits on the tab bar.
The Group Benefits view appears.
2 In the Group Benefits list applet, click the link in the Group #/Policy # field for
a policy.
The Household’s Benefits view appears.
A policy is visible to all contacts listed on the policy, both primary insureds and
others, except for life insurance policies. Only the owner and insured person have
visibility for a life insurance policy.
For information about reviewing or modifying group policies, see the Siebel
eHealthcare Guide or the Siebel eInsurance Guide.

Displaying Providers (Health Insurance Only)
Displaying Providers (Health Insurance Only) 6
A provider or contracted provider is a doctor who contracts with a health plan to

provide care to its members. A provider can be designated as a primary care
provider (PCP) for one or more products offered by the health plan. Typically, a
member receives regular health maintenance from their primary provider and
consults their primary provider before seeing specialists for a health problem.
Members can do the following tasks with providers:
View profile information about providers

Search for providers based on criteria they provide
Change their primary care provider
Only providers in the database that are listed as contracted providers for a member’s
health product are included in the list of providers or in the provider search list for
that product.
For information about adding, deleting, or modifying personal care providers, see
the Siebel eHealthcare Guide.

To view information about providers

1 Click Personal Policies or Group Benefits on the tab bar.
The Personal Policies or Household Benefits view appears.
2 In the applet listing your policies or group benefits, locate the health product for
which you want to view provider information, then click the link in the field
displaying the policy or group number. Click Previous or Next to page through
the list.
The Household’s Health Benefits or Household’s Benefits view appears.
3 To view information on one of your household’s primary care providers, click

the appropriate link in the PCP field in the All Benefits for My Household applet.
The Provider Profile view appears.

4 To view information about any available provider for this health product, click
a link in the Provider Search field.
The Provider Search view appears, including the Provider list applet containing
all eligible providers.
a Enter criteria in one or more fields of the Find Provider form applet, then
click the Search button.
Providers fitting all the criteria are listed in the Provider list applet.
b Click the link in the Last Name field for a provider.

The Provider Profile view appears.

To change your primary care provider (HMO or PPO only)

1 Click Personal Policies or Group Benefits on the tab bar.
The Personal Policies or Household Benefits view appears.
2 In the applet listing your policies or group benefits, locate the health product for
which you want to change a primary care provider, then click the link in the field
displaying the policy or group number. Click Previous or Next to page through
the list.
The Household’s Health Benefits or Household’s Benefits view appears.
3 Click the link in the Change PCP field for the household member whose primary
care provider you want to change.
The Provider Search view appears, including the Provider list applet containing
all eligible providers.
4 To narrow the list of eligible providers, enter criteria in one or more fields of the
Find Provider form applet, then click the Search button.
5 Click the arrow in the Choose PCP field.

The Confirm PCP Selection form applet appears.
6 Click Save.
The new primary care provider appears in the All Benefits for My Household list
applet for the applicable household member.

Setting Up Provider Search 6
A member of a health plan can search for providers contracting with the health plan
that fit user-defined criteria, such as specialty or locale. The member can specify
one or more criteria. The result list includes providers that fit all of the criteria.
that product.
Search criteria can be entered in one or more of the ten fields in the Find Provider
form applet. The search results include all providers that fit all the criteria.
Text fields in the Find Provider form applet include First Name, Last Name, Street
Address, City, and Postal Code.
Criteria in text fields should not use quotes. Text strings in a field can use AND, OR,
or NOT as connectors. Criteria can contain wildcards. The asterisk (*) is a wildcard
for any string, and the question mark (?) is a wildcard for any character. For
example, searching on dat* will return records containing date, database, data
source, and so on. Searching on dat? finds records containing date, data, and so on.

Fields in the Find Provider form applet (see Table 6-1) providing picklists are
populated by the following lists of values:
Table 6-1. Find Provider Form Fields
Field List of Values Type
Primary Specialty FINS_HLTH_SPECIALTY
All Specialties FINS_HLTH_SPECIALTY
State STATE_ABBREV
Country COUNTRY
Panel Status FINS_HLTH_PANEL
For information about adding, deleting, or modifying providers, see the Siebel
eHealthcare Guide.

A service request is a customer’s request for assistance on insurance products or

services they have purchased. All service requests include a service request number,
a title, a description, and a status.
Registered users submit new service requests and check service request status
through the views in the Customer Service screen.

Service requests can be viewed in the dedicated client by choosing

Screens Service Requests All Service Requests.

Making Solutions and FAQs Available 6
A solution record can be published internally or externally. Solutions published

Service solutions used by Siebel eAgent brokers and agents or call center personnel
are typically published internally. Service solutions used by Siebel eService
customers are also published externally.
a solution record. Like all solutions, FAQs can be published internally or externally
and are searchable.

Click Customer Service on the tab bar, then click FAQs on the view bar and
locate a frequently asked question.
Services Guide.

To view solutions
1 Click Customer Service on the tab bar.
2 In the Service Requests applet, click the link in a service request record.
The Service Request Detail view appears.
3 Click the link in a solution record, if any are displayed, in the Associated
Solutions list applet.
The Solution Detail view appears.

to your customers.

Deploying the Customer Satisfaction Survey
Deploying the Customer Satisfaction Survey 6
The Customer Satisfaction Survey feature is a means for online customers to

provide feedback about the quality of service they have received. A customer can
fill out a customer survey for their experience with a specific service request.
The customer satisfaction survey can be configured using Siebel Tools. Siebel
eService stores the customer’s responses in the database for later analysis.
To express satisfaction about their experience with a specific service request, a user
accesses the customer satisfaction survey form by clicking the customer satisfaction
survey link in the Service Request Detail view. The user sees this view by clicking
the link in a service request record in any service requests list applet.
The Customer Satisfaction Survey includes six questions, as shown in Figure 6-1.
The customer must answer at least one question to be able to submit the survey.
Figure 6-1. Customer Satisfaction Survey

The response choices available as picklists for the first five questions on the
Customer Satisfaction Survey are listed in Table 6-2.
Table 6-2. Customer Satisfaction Survey Response Choices
Question Response Choices
How accessible was the service? 1-Immediate Access

2-Short Wait
3-Medium Wait
4-Long Wait
5-Gave Up
How knowledgeable were the service 1-Very Knowledgeable

representatives?
2-Pretty Knowledgeable
3-Some Knowledge
4-Little Knowledge
5-No Knowledge
How timely was the resolution? 1-Very quickly

2-Pretty quickly
3-Medium
4-Some delay
5-No
Was the problem resolved satisfactorily? 1-Agree

2-Not sure
3-Disagree
How do you rate the overall service? 1-Very High

2-High
3-Medium
4-Dissatisfied
5-Very dissatisfied
For information about configuring using Siebel Tools, see Configuring Siebel .COM
Applications and the Siebel Tools Guide.

Customer Satisfaction Survey data are stored in the database table

S_CUST_SURVEY.
To view data from customer satisfaction surveys submitted for specific service

requests while using the dedicated client, choose Screens Service Requests
Customer Satisfaction Survey. The Service Request Customer Satisfaction Survey
view appears as shown in Figure 6-2.
For each service request, this view shows the raw data for a survey and a bar graph
that quantifies the customer’s satisfaction.
Figure 6-2. Service Request Customer Satisfaction Survey View

Providing Literature
Providing Literature 6
Customers can view and download forms that you make available to them. They
access these forms by clicking Literature on the tab bar.
The available forms are represented by records in the Literature table.
To view or download literature

1 Click Literature on the tab bar.
The Literature view appears.
2 Locate a document to view by using the Find Form applet or by clicking the Next
or Previous buttons to page through the listed documents.
3 Click on the document’s link in its Name field.

4 If you are prompted to open or save the document, open it to view or save it to
open and view later.

A form must meet the following requirements to be displayed in the Literature view
or to be a result of a search using the Find Form applet:
It must reside in the Siebel file system.

Its record in the Literature table must have an Internal field value of FALSE, thus
allowing external publication.
Its record in the Literature table must have a Literature Type field value of Self-
Service Form.
It must be associated with the organization to which the Web site visitor is
associated, that is, the organization of the proxy employee through which the
user gets data visibility.
For information about adding new literature, see the Siebel Marketing

To expose literature
2 In the record for the literature you want to expose, set the Literature Type field
to Self-Service Form.
3 Uncheck the Internal field.

4 If necessary, add organizations whose members should have visibility to this

literature.
a Click the ellipsis (...) button to the right of the Organization field.
b Click New.
c Click on an organization record to select it, then click Add.

d Repeat Step b through Step c to add each applicable organization.

e Click Close.


Service Agents 6
to a service agent.


To check for unassigned messages from Web site users


3 Click in the Activity Type field, click the arrow that appears, then select Email-
Inbound from the picklist.
4 Enter CUSTOMER in the Assigned To field.

The query results are all unassigned messages from Web site users.


screen. They can add or modify contact preferences, contact addresses, and login
password. Default contact preferences include phone numbers, email address, best
time to call, and preferred language.
Contact preference changes and added or modified addresses are written directly to
the customer’s Contact record.
For information about administering login usernames and passwords, see the

Siebel eChannel for Finance and Insurance 7
About Siebel eChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3
The Siebel eChannel Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4
Setting Up Siebel eChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7

Adding a Channel Partner Organization . . . . . . . . . . . . . . . . . . . . . . 7-8
Adding a Channel Partner Company . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-12
Defining Channel Partner Positions and Responsibilities . . . . . . . . . . . . . .7-19
Adding Channel Partner Employees as Siebel eChannel Users . . . . . . 7-20
Giving Login Access to Channel Partners . . . . . . . . . . . . . . . . . . . . 7-22
Sharing Information with Your Channel Partners . . . . . . . . . . . . . . . . . 7-23

Assigning Opportunities to a Channel Partner . . . . . . . . . . . . . . . . . 7-24
Assigning Service Requests to a Channel Partner . . . . . . . . . . . . . . . 7-28
Assigning Customer Companies to a Channel Partner . . . . . . . . . . . . . . . .7-34
Assigning Contacts to a Channel Partner . . . . . . . . . . . . . . . . . . . . . . . . .7-36
Assigning Activities to a Channel Partner . . . . . . . . . . . . . . . . . . . . 7-40
Viewing a Channel Partner Employee’s Call Reports . . . . . . . . . . . . . . . . .7-43
Assigning Policies to a Channel Partner Employee . . . . . . . . . . . . . . 7-44
Making Solutions and FAQs Available to Channel Partners . . . . . . . . 7-45
Assigning Catalogs and Price Lists to Channel Partner Organizations . . . . .7-47
Sharing Literature with Channel Partner Organizations . . . . . . . . . . . . . . .7-52
Viewing a Channel Partner Employee’s Quotes . . . . . . . . . . . . . . . . . . . . .7-55
Assigning an Order to a Channel Partner Employee . . . . . . . . . . . . . 7-56
Setting Up Siebel eBriefings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-58
Sharing Files with Channel Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-59
Setting Up Full-Text Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-64
Managing Your Channel Partners . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-65

Forecasting a Channel Partner Employee’s Sales . . . . . . . . . . . . . . . 7-65
Assessing a Channel Partner Company’s Performance . . . . . . . . . . . 7-65

Siebel eChannel for Finance and Insurance
Entering Channel Partner Management Activities . . . . . . . . . . . . . . 7-67

Entering Channel Partner Management Activity Plans . . . . . . . . . . . 7-69
Entering Channel Partner Agreements . . . . . . . . . . . . . . . . . . . . . . 7-71
Adding Channel Partner Company Attachments . . . . . . . . . . . . . . . 7-72
Entering Channel Partner Company Contacts . . . . . . . . . . . . . . . . . 7-74
Adding Notes About a Channel Partner Company . . . . . . . . . . . . . . 7-75
Creating a Channel Partner Company Organization Chart . . . . . . . . 7-77
Entering a Channel Partner Company Profile . . . . . . . . . . . . . . . . . 7-79
Using Marketing Development Funds . . . . . . . . . . . . . . . . . . . . . . . . . 7-81

Creating a Marketing Development Fund . . . . . . . . . . . . . . . . . . . . . . . . 7-82
Adding a Channel Partner Company as a Fund Participant . . . . . . . . 7-91
Setting Up Fund Approval Authorization . . . . . . . . . . . . . . . . . . . . . . . . 7-93
Initiating a Fund Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-95
Adding Attachments to Fund Requests . . . . . . . . . . . . . . . . . . . . . . 7-98
Adding Activities to Fund Requests . . . . . . . . . . . . . . . . . . . . . . . 7-100
Adding Activity Plans to Fund Requests . . . . . . . . . . . . . . . . . . . . 7-101
Reviewing a Fund Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-103
Viewing All Fund Requests for a Channel Partner Company . . . . . . . . . . 7-106
Viewing the Status of a Fund Request . . . . . . . . . . . . . . . . . . . . . 7-107
Viewing a Fund’s Checkbook . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-109
Managing Policies and Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-110

Creating Auto Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-111
Creating Property Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-113
Creating Life Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-115
Creating Health Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-119
Changing Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-121
Gathering and Checking Auto Policy Underwriting Information . . . . . 7-122
Managing Auto Policy Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-124
Adding and Editing Pay Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-129
Managing Claims . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-131

About Siebel eChannel
About Siebel eChannel 7
Siebel eChannel lets you work with your channel partners as easily as you work
with your own employees.
First, you set up Siebel eChannel by defining channel partner companies as

organizations and divisions in your Siebel application. You can add channel partner
employees yourself, or you can assign this task to a delegated administrator at the
channel partner company.
Then, you can assign opportunities, service requests, companies, contacts, and
other information to your channel partners in the same way as you assign them to
your own employees. You can either assign this information manually or use Siebel
Workflow to assign it automatically.
You use your Siebel application to work with this data in the usual way. Your
channel partners access the data through the Internet using only a Web browser.
This chapter covers the Siebel eChannel products for the finance, insurance, and
healthcare industries. It uses general terminology that can apply to all industries,
rather than industry-specific terminology, and it applies to the following products:
Siebel ePartner. The Siebel eChannel product for the finance industry.
Siebel eAgent. The Siebel eChannel product for the insurance and healthcare
industries.

The Siebel eChannel Web Site 7
When channel partner employees use Siebel eChannel through the Web, they will
see a Web site similar to the one shown in Figure 7-1. This figure shows all the
screens that are licensed with Siebel eChannel. Channel partners actually see only
the tabs that are appropriate to the responsibilities assigned to them.
Figure 7-1. The Siebel eChannel Web Site
Channel partners can click the tabs and buttons to use the following sections of
Siebel eChannel. These sections generally have subsections that display more
detailed information. For example, after clicking the Opportunities tab, users can
search for an opportunity, add or edit an opportunity, or display details of a
particular opportunity.

Home. The personalized home page greets the channel partner employee by
name and lists his or her recent work, such as current opportunities, current
service requests, and other current data. The channel partner can click any of
these to view complete information about it.
Opportunities. Displays sales opportunities that you assigned to the channel

partner. The channel partner can also enter new opportunities here, and you can
view them using your Siebel application.
Companies. Displays customer companies that you assigned to the channel

partner. The channel partner can also enter new companies here, and you can
view them using your Siebel application.
Service Requests. Displays customer service requests that you assigned to the
channel partner. The channel partner can also enter new service requests here,
and you can view them using your Siebel application.
Contacts. Displays customer contacts that you assigned to the channel partner.
The channel partner can also enter new contacts here, and you can view them
using your Siebel application.
Activities. Displays activities that the channel partner should do to complete

sales or fulfill service requests. You can assign activities to channel partners, or
channel partners can schedule and enter activities themselves and you can view
them using your Siebel application.
Call Reports. Lets the channel partner enter call reports (detailed descriptions of
meetings with customers that are used in some financial industries), which you
can view using your Siebel application.
Personal Policies. Displays all of the types of personal insurance policies that you
have assigned to this channel partner to sell or service.
Group Policies. Displays all of the types of group insurance policies that you have
assigned to this channel partner to sell or service.
Claims. Displays claims filed against policies. The Agent can enter new claims
and update existing claims.
Catalog. Displays a catalog of your products that you have made available to the
channel partner.
Literature. Displays sales literature that you have made available to channel
partner organizations. The channel partner can download these documents.

Solutions. Displays solutions to common service requests.
Funds. Displays Marketing Development Funds in which this channel partner

company is a participant, with a checkbook that lists the amount spent and
balance available in each fund.
Fund Requests. Displays specific requests made against Marketing Development

Funds in which this channel partner company is a participant. The channel
partner can enter new requests for funding or you can enter requests on the
channel partner’s behalf using the Siebel application. Channel partners can also
view the status of requests during the approval process.
eBriefings. Gives the channel partner news and up-to-date information on your
company, your accounts, your competitors, news bulletins, and more.
Calendar. Lets the channel partner use a calendar to schedule appointments.
Administration. Lets the channel partner’s delegated administrator enter positions

and employees (if you are using delegated administration).
Quotes. The Quotes screen is not visible when you install Siebel eChannel out of
the box. If you expose it using Siebel Tools, the channel partner can use it to
enter quotes, which you can view using your Siebel application.
Orders. The Orders screen is not visible when you install Siebel eChannel out of
the box. If you expose it using Siebel Tools, the channel partner can use it to
enter orders, or you can use it to assign orders to the channel partner for
fulfillment.
Logout. Disconnects the channel partner from your database. The channel
partner may want to use this for security reasons, so no one else can use the data
after he or she has left the computer.
Profile. Displays the channel partner employee’s user profile.
Help. Displays a help page that includes instructions about using Siebel eChannel
through the Web.

Setting Up Siebel eChannel
Setting Up Siebel eChannel 7
The Siebel administrator and the business manager should work together to set up
the organizations, divisions, positions, and responsibilities that your business
requires.
To set up Siebel eChannel, you must go through the following stages using your
Siebel application:
Add Channel Partner Organizations. You must add one or more channel partner
organizations in the Organizations view.
Add Channel Partner Companies. You must add the channel partner company as a
division of a channel partner organization in the Divisions view, and enter
general information about it in the Partners screen.
Define Positions and Responsibilities. Within the channel partner division, define
positions representing the people’s jobs in the channel partner company, and
define responsibilities that determine which views in the Siebel eChannel system
employees can use.
Add Channel Partner Employees as Siebel eChannel Users. Either add all the
employees at a channel partner company or add one employee at the channel
partner company as a delegated administrator who can add the other employees.
Give Login Access to Channel Partner Employees. You can give channel partner
employees login access directly, as you do your own employees. Alternatively, if
you are using delegated administration, the delegated administrator can create
logins when adding new users.
Automatic Routing of Information. In addition to setting up the channel partner

company and employees, you may want to automate the flow of information to
your channel partners. You may want to enable automatic email or fax
notification of channel partners when specific conditions occur; and you may
want to set up rules that route opportunities, service requests, and other
information to channel partners automatically, rather than assigning them
manually. Because these tasks are not required for setup, they are covered in the
next part of this chapter, “Sharing Information with Your Channel Partners.”

Adding a Channel Partner Organization 7
The Siebel system lets you divide your business into organizations and divisions.
For example, you might have separate organizations for your European, American,
and Asian operations. Within each of these organizations, you might have separate
divisions for the sales department, the payroll department, and so on.
You define each channel partner company as a division in one of your channel
partner organizations, to make sure your channel partner see only the information
appropriate for them.
Before adding channel partner companies, you may want to create organizations
that represent logical groupings of your channel partners based on geography,
product line, or some other grouping that is appropriate to your business. When you
add channel partners, you make each channel partner a division in one of these
organizations.
To make specific literature, price lists, and service solutions available to your
channel partners, you can assign them to an organization. Then, all channel partner
companies in that organization will see the same information.
In some cases, you may want a channel partner to be in an organization by itself.

You can do this by creating an organization and then creating the channel partner
company as the sole division of that organization. There are no limits on the
number of organizations allowed in Siebel applications, so you can put each
channel partner in a one-division organization; however, this increases the
administrative effort involved, because you have to assign products, price lists, and
literature to each organization individually. Though businesses’ needs differ, it is
generally best to put only your largest channel partners in organizations by
themselves.
If a channel partner is the only division in an organization, you can assign that
channel partner’s opportunities, accounts, and contacts to the organization. If the
channel partner is in an organization that also has other channel partners as its
other divisions, you must assign opportunities, accounts, and contacts to individual
employees of the channel partner, rather than to the organization.

You can delegate administrative tasks to channel partner employees whether you
have structured a channel partner in a multi-partner-division organization or in an
organization of its own.
For example, if a channel partner company is part of a multi-division organization,

you can assign opportunities to some individual at the channel partner company
who has the job of reassigning them to the appropriate employees there.
If a channel partner company is in an organization of its own, you can either assign
opportunities to an individual at the channel partner company, or you can assign
opportunities to the organization without needing to track which individual has the
responsibility of reassigning them.
For more information about organizations and divisions, see the Siebel Applications
NOTE: You use the Partner Manager Position field to specify the person in your
company who will be manager of this channel partner organization. The dialog box
lists all the positions in your company, and you must choose the position of the
person who will manage this channel partner organization.

To add a channel partner organization

1 Choose Screens Application Administration Organizations
Organizations.
The Organizations view appears.
2 Select the Organizations list applet and click the Add New Record button on the
toolbar.
A new record is added to the Organizations list.
3 In the Name field, enter a Name for the new organization.

4 Optionally, enter an address and phone number for the organization.

5 Click the drop-down arrow in the Partner Manager Position field.

The Pick Position dialog box appears.
6 Choose the position of the person in your company who will be the manager of
this channel partner organization, and then click Pick.

Adding a Channel Partner Company 7
When you add a new channel partner company to your Siebel application, you must
create:
A Division Record. Use the Divisions screen to define the channel partner
company as a division of one of the channel partner organizations you have
created.
A Partner Record. Use the Partners screen to enter general information about the
By defining the channel partner company as a division in a channel partner

organization, you ensure that it will receive only appropriate information.
For more information about organizations and divisions, see the Siebel Applications
NOTE: If you are grouping multiple channel partner companies under a single
organization, then there must be at least one division representing each channel
partner company, as described in the procedure below. However, if you are creating
an organization exclusively for one channel partner company, you can create
multiple divisions to represent the divisions of the channel partner company.
NOTE: Siebel eAutomotive includes both a Partner screen and a Dealer screen,
because you may have other partner companies apart from your dealers. This
manual describes the Dealer screen. You work with other partner companies in the
same ways, except that you use the Partner screen instead of the Dealer screen.

To add a new channel partner company

1 Make sure that an appropriate organization for this channel partner company
already exists.
2 Choose Screens Application Administration Divisions.

The Organization Administration view appears.


If you are making the channel partner company a division of a multi-division
organization, select the Divisions list applet (to the right) and click the Add
New Record button on the toolbar to add a new division record.
If you are making the channel partner company a one-division organization,

click on the Partner flag field to display the check mark.
You do not need to add a new record, because a record based on the
organization you created already exists.
4 Enter information about the channel partner company in the division record’s
fields.
Field Comments
Division Name Enter a name for the channel partner division. You may want to
include the words “channel partner” in parentheses as part of the
name, to remind you that this is not a division of your own
company.
Parent Division Leave this field blank, because the division representing a channel
Name partner company is not part of your company hierarchy, so it does
not have a parent division. (If you are entering multiple divisions
for the channel partner company, leave this field blank for the top
division but choose the parent division of the lower divisions.)
Organization Choose the channel partner organization of which this division is a

part.
Currency Choose the currency the channel partner company uses, such as US
dollars or Japanese yen.
Address Fields Enter the street address, main phone number, main fax number,
and other standard information about the channel partner
company.
Partner Flag Check this check box to indicate that this division represents a
channel partner company rather than a division of your own
company.
Partner Manager Choose the same position in your company that you chose as the
Position partner manager position when you created the channel partner
organization of this division.
Type This optional field indicates the function of a division in your

organization. You must choose Service in this field to be able to
assign service requests to this company.

5 Choose Screens Partners My Partners.

The My Partners view appears.
6 Click the New button in the Partners form applet to add a new record.

7 Fill in the blank record with the information about the new channel partner. In
the Partner Organization Unit field, be sure to choose the division you created
for this account.
Field Comments
New This field is checked automatically to indicate the record is new.
Partner Enter the name of the channel partner company.
Site Enter a description of the physical location of the channel partner,

such as “Headquarters” or “San Francisco”.
Address, and so Enter the channel partner company’s street address, city, state, zip
on. code, and country.
Synonyms Optionally, click the ellipsis (...) button to display the Account
Synonyms dialog box, and enter other names of the channel
partner company, apart from the name you entered in the field.
Account Type Use the picklist to choose the value “Partner”.
Account Team Click the ellipsis (...) button to display the Account Team
Members dialog box, and add all the employees in your company
who are assigned to manage this channel partner. You must add
the person who occupies the partner manager position for the
division corresponding to this channel partner company.
Territories Optionally, click the ellipsis (...) button to display the Territories
dialog box, and enter the territories where this channel partner
sells.
Industries Optionally, click the ellipsis (...) button to display the Industries
dialog box, and enter the Industries to which this channel partner
sells.
Main Phone # Enter the channel partner company’s main phone number.
Main Fax # Enter the channel partner company’s main fax number.
Status Use a picklist to choose the channel partner’s status. Options are
Active, Contract Pending, Inactive, Prospect.
URL Enter the address of the channel partner’s Web site.

Field Comments
Lock Assignment Leave this box unchecked; if it is checked, Siebel Assignment

Manager cannot access this record. (This will not affect your
ability to automatically assign opportunities and service requests
to a channel partner, since those assignments are made to the
channel partner division.)
Certification Level If you have a channel partner certification program, use this
picklist to indicate that the channel partner is certified as a Silver,
Gold, or Platinum partner.
Partner Flag This check box is checked by default to indicate that this is a
channel partner company. Do not uncheck it.
Partner Type Use the picklist to choose the type of channel partner this
company is; for example, aggregator, reseller, or service provider.
Partner Choose the organization to which the division for this channel
Organization Unit partner company belongs.
Organization Choose the organization to which the division for this channel
partner company belongs.

8 Click Bill To/Ship To on the view bar.

The Partner Bill To/Ship To view appears. The top part of the Partners form
applet includes information you already entered about this channel partner.
9 Enter the channel partner’s Bill To and Ship To address.

Defining Channel Partner Positions and Responsibilities 7
It is essential to define appropriate positions and responsibilities for channel partner

employees, so that the channel partner company cannot access inappropriate data.
Positions represent the channel partner employees’ jobs in their company hierarchy.
Positions determine which set of records a user will see in a given view.
Responsibilities specify which views users of Siebel applications can access.
In the Responsibility Administration view:
The Responsibility list applet lets you define responsibilities such as Partner
Sales Representative and System Administrator. Siebel applications come with a
number of predefined responsibilities that let you get started immediately.
The Views list applet lets you specify which views in the Siebel application are
accessible by each responsibility.
The Employees list applet lets you specify which employees have each
responsibility.
When a channel partner employee logs in through the Web site, Siebel eChannel
dynamically generates the set of views based on the responsibilities that person
possesses. For example, if you assign a channel partner employee a responsibility
that includes the views for opportunities, accounts, and contacts but does not
include views for service requests or service solutions, the tabs for service requests
and solutions are not displayed on the Web page when that user logs on to Siebel
eChannel through the Internet.

For more information on positions and responsibilities, see the section on defining
positions and on defining responsibilities in the Siebel Applications Administration
Guide or the Siebel Financial Services Guide.
NOTE: If you have created a single-division organization for the channel partner
company so you can assign opportunities, service requests, and other data to the
company rather than to individuals, you must create a responsibility with views of
All Opportunities, All Service Requests, and so on. Data assigned to the channel
partner company appears only in these All views; it does not appear in any My
views or My Team’s views.
NOTE: If you have created an organization that has several channel partner
companies as its divisions, you will probably not want to create a responsibility
with views of All Opportunities, All Service Requests, or any other All views. If you
do, this a channel partner company will be able to display all data assigned to the
organization, including data assigned to other channel partner companies in the
organization.
Adding Channel Partner Employees as Siebel eChannel Users 7
Because your channel partner companies are treated as organizations and divisions
within your company, you add users in your channel partner companies in the same
way that you add your own employees.
Siebel eChannel lets you add two different types of employees:
End Users. You can add all the employees in your channel partner company as
end users, in just the same way you add all the salespeople or service people in
a division of your own company as end users.
Delegated Administrators. You can add one employee at the channel partner
company as a delegated administrator, who can then add new users at his or her
own company. The delegated administrator can assign employees
responsibilities that you have created for the division. The delegated
administrator can also perform routine administrative tasks, such as adding and
modifying user records.

Most vendor companies prefer using delegated administration, because it is much

easier than performing all the data entry work and user administration yourself.
For more information on adding new employees, see the section on setting up users
in the Siebel Applications Administration Guide or the Siebel Financial Services
Guide.
To add a new channel partner employee


2 Click the Add New Record button on the toolbar to add a new record to the
Employees list.
3 Enter the information about the new employee in this new record.
4 In the Division field, be sure to choose the division created for this channel
partner company.
5 Click the ellipsis (...) button in the Position field and pick a position in the
6 Click the ellipsis (...) button in the Responsibilities field and pick the appropriate
responsibility.
Giving Login Access to Channel Partners 7
You can give your channel partners login access using external security
authentication or database authentication.
For more information about giving channel partners login access, see Chapter 2,
“User Access.”

Sharing Information with Your Channel Partners
Sharing Information with Your Channel Partners 7
In Siebel eChannel, opportunities, accounts, contacts, service requests, and

activities can be assigned either to channel partner organizations or to individual
channel partner employees. Product catalogs, price lists, and marketing literature
are assigned to channel partner organizations.
You assign information to your channel partners in two different ways:
Information for Only One Channel Partner Company. There is some information that
you would not want to make available to more than one channel partner
company. For example, you would not want two channel partners to work on
the same sales opportunity or service request. You can assign this sort of
information to a channel partner employee. You can also assign it to a company,
but only if you have made the company the only division of its organization and
given its employees responsibilities that include the All view; then a channel
partner employee can get this information in the All view and assign it to the
appropriate person at this channel partner company.
Information for One or More Channel Partner Companies. There is some information
that you might want to make available to groups of companies. For example, you
may want to make specific sales literature available to all the channel partners
who sell specific products or to all the channel partners who speak a specific
language. You assign this sort of information to a channel partner organization,
and it is accessible to all the channel partner companies that you defined as
divisions of this organization. When you set up Siebel eChannel, you can group
companies into organizations that make it convenient to assign this information
to them.
NOTE: Many of the tasks in this section require you to use the All Across
Organizations views. Channel managers have these views in the standard
configuration of Siebel eChannel. If you do not have these views, you should make
sure you are logged in using your position in the vendor company organization
before assigning data to the channel partner organization. To work with data
already assigned to a channel partner, make sure you are logged in using your
position in the channel partner organization. If you are not logged in properly,

choose Edit Change Positions and select the correct position.

Assigning Opportunities to a Channel Partner 7
You can assign opportunities to channel partner employees just as you assign
opportunities to your own salespeople—manually or using the Siebel Assignment
Manager to create rules that will automatically assign opportunities to channel
partner employees. Channel partner employees can also enter opportunities
themselves, which are visible to your company as well as the channel partner.
For example, you can use Assignment Manager to set up rules for assigning
opportunities based on territory, potential revenue, industry segment, and many
other criteria. Assignment Manager sums the scores for all the criteria and assigns
the opportunity to the employee with the highest score, regardless of whether the
salesperson is an employee of your company or a channel partner.
If you have set up a channel partner company as the only division in its
organization, you can assign an opportunity to the company rather than to an
individual channel partner employee.
The opportunity you assign to a company as a whole will be displayed in the All
Opportunities view when the channel partner accesses Siebel eChannel through the
Web, but will not be displayed in My Opportunities view for any individual.
Someone at the partner company who has access to the All Opportunities view must
get the information and assign it to an individual.
For more information about working with opportunities, see the section on
opportunities in the Siebel Financial Services Guide.
For more information on the Assignment Manager, see the Siebel Assignment
Manager Administration Guide.
NOTE: In general, you would not want to have the same opportunity, company,
contact, or service request available to more than one channel partner company.
When you assign these items to an organization rather than an individual, they
become visible to all divisions and individuals that are members of that
organization. If, however, you have set up one of your channel partners as a single
division in an organization, you can save time by making the assignment to the
organization and allowing someone at the channel partner company to reassign to
the proper employee there.

To assign opportunities to a channel partner employee manually

1 Choose Screens Opportunities All Opportunities across Organizations.
The All Opportunities across Organizations view appears.
2 In the list of opportunities, select the opportunity you want to assign to the
channel partner.
3 Click the ellipsis (...) button in the Sales Team field.

The Sales Team Members dialog box appears.

4 Click New to add a new record.

5 Choose the channel partner employee you want to assign the opportunity, and
then click Add.
You can also select multiple employees and click Add to add them all to the sales
team.

To assign opportunities to a channel partner company

2 In the Opportunities list, select the opportunity you want to assign to the
channel partner.

3 Click the drop-down arrow in the Organization field.

4 Choose the organization of the channel partner company and click Pick.
To work with the opportunities of a channel partner

View current opportunities by scrolling through the opportunities list.
Opportunities are sorted by close date.
Modify a record by selecting a field and changing the information.

Delete a record by selecting the row and then choosing Edit Delete Record.
Assigning Service Requests to a Channel Partner 7
Customers often have service requests that one of your channel partners is most
qualified to handle. You can assign service requests to channel partner employees
manually, or you can use the Siebel Assignment Manager to create rules that will
automatically assign service requests to the appropriate channel partner employee.
Employees of channel partner companies can also enter service requests themselves
on behalf of customers, and these are visible to your company as well as to the
channel partner.
Assign service requests to channel partner employees manually or use the Siebel
Assignment Manager to assign service requests to them automatically, just as you
assign service requests to your own employees.

For example, you can use Assignment Manager to decide which of your employees
or your channel partner’s employees is best able to handle a service request by
scoring them on the basis of product expertise, territory, and many other criteria.
Assignment Manager sums the scores for all the criteria and assigns the service to
the employee with the highest score.
organization, you can assign a service request to the organization instead of to a
specific person.
The service request assigned in this way appears in the All Service Requests view
when channel partners access Siebel eChannel through the Web, but it is not
displayed in the My Service Requests view for any individual. Someone at the
channel partner company who has access to the All Service Requests view must get
the information and assign it to an individual.
For more information about working with service requests, see the chapter on
service requests in the Siebel Financial Services Guide.
For more information on the Assignment Manager, see the Siebel Assignment
Manager Administration Guide.

To assign service requests to a channel partner employee manually

1 Choose Screens Service Requests All Service Requests across Organizations.
The All Service Requests across Organizations view appears.
2 In the Service Requests list, select the service request you want to assign to the
channel partner.

3 Click the drop-down arrow in the Owner field.

The Pick Service Request Owner dialog box appears.
4 Select the channel partner employee to whom you want to assign the service
request and click Pick.

To assign a service request to a channel partner company

2 In the Service Requests list, select the service request you want to assign to the
partner.

3 Click the drop-down arrow in the Organization field.

4 Choose the organization of the channel partner company and click Pick.
To work with the service requests of a channel partner


Assigning Customer Companies to a Channel Partner 7
You can assign customer companies to channel partners in order to give them the
information they need to deal with sales opportunities or service requests from
these companies. Employees of channel partner companies can also add new
companies themselves, and these added companies are visible to you as well as to
the channel partner company.
organization, you can assign a customer company to its organization rather than to
an individual channel partner employee. The assigned company appears in the All
Companies view when channel partners access Siebel eChannel through the Web,
but it is not displayed in the My Companies view for any individual. Someone at
the channel partner company who has access to the All Companies view must get
the information and assign it to an individual.
For more information about working with companies, see the section on companies
in the Siebel Financial Services Guide.
To assign a customer company to a channel partner employee

1 Choose Screens Companies All Companies across Organizations.
The All Companies across Organizations view appears.
2 In the Companies list applet, select the company that you want to assign to the
channel partner.
3 Click the ellipsis (...) button of the Client Team field.

The Organization Team Members dialog box appears.


5 Select the channel partner employee to whom you want to assign the company,
and click Add. You can also select multiple employees and click Add to add them
all to the company team.
To assign a customer company to a channel partner company

1 Choose Screens Companies All Companies across Organizations.
The All Companies across Organizations view appears.
2 In the Companies list, select the company you want to assign to the channel
partner.
3 Click the drop-down arrow of the Organization field.

4 Choose the organization of which the channel partner company is a division and
click Pick.
To work with the customer companies of a channel partner


Assigning Contacts to a Channel Partner 7
You can assign contacts at your customer accounts to channel partners. Employees
of channel partner companies can also add new contacts themselves, and these
added contacts are visible to you.
organization, you can assign a contact to the company’s organization rather than to
an individual channel partner employee.
This contact appears in the All Contacts view when channel partner employees
access Siebel eChannel through the Web, but it is not displayed in the My Contacts
view for any individual. Someone at the channel partner company who has access
to the All Contacts view must assign the contact to an individual.
For more information about working with contacts, see the chapter on contacts in
the Siebel Financial Services Guide.
NOTE: You cannot use the Partner Contacts view to assign contacts to channel
partners. This screen is used to enter people at the channel partner company whom
you contact.

To assign a contact to a channel partner employee

2 In the Contacts list, select the contact you want to assign to the channel partner.

3 Click the ellipsis (...) button in the Access List field.

The Access List dialog box appears.

5 Select the channel partner employee you want to assign the contact and click
Add. You can also select multiple employees and click Add to add them all to the
access list.

To assign a contact to a channel partner company

2 In the Contacts list, select the contact you want to assign to the channel partner.

3 Scroll right and click the drop-down arrow in the Organization field.
4 Choose the organization that the channel partner company is a division of, and
click Pick.
To work with the contacts of a channel partner

Assigning Activities to a Channel Partner 7
As a manager, you frequently want to assign activities to employees and to view

their activities. A channel partner’s manager at the vendor company can assign
activities to channel partners in the same way that managers assign activities to
employees of their own company. Channel partners can also add activities
themselves, and they are visible to their manager at the vendor company.
For more information about working with activities, see the chapter on activities in
NOTE: You generally do not use the Partners Activities view to assign activities to
channel partners. This screen is generally used to enter your own activities for your
work with the channel partner company.

To assign an activity to a channel partner

1 Make sure you are logged in using your position in the channel partner

organization. If you are not, choose Edit Change Position and select your
position in the channel partner organization.

3 If you want to create a new activity to assign to the channel partner employee,
click the New Record button on the toolbar to add a new record to the Activities
list applet. Enter the details of the activity you want to assign to the channel
partner.

4 In the Activity record that you want to assign to the channel partner employee,
click the arrow of the Assigned To field.
The Pick Assigned To dialog box appears.
5 Select the channel partner employee you want to assign the activity, and click
Pick.
To work with the activities of a channel partner

Track a channel partner employee’s activities by doing a query on the Assigned
To field to display that employee’s activities. Then you can sort on the Due field
to display the activities in chronological order.


Viewing a Channel Partner Employee’s Call Reports 7
Call reports are records of meetings and other extensive conversations with clients
or with other organizations and individuals. Call reports are often required of
employees in financial institutions to provide a record of important informal
agreements and to let them learn about their interactions with clients.
If your channel partners enter call reports through the Web, you can use your Siebel
application to view their call reports in the same way that you view call reports of
your own employees.
For more information on call reports, see the chapter on call reports in the Siebel
Financial Services Guide.
To view the call reports of a channel partner employee

1 Make sure you are logged in using your position in the channel partner

organization. If you are not, choose Edit Change Position and select your
position in the channel partner organization.
2 Choose Screens Call Reports All Call Reports.

The All Call Reports view appears.
3 Click the New Query button.

A query form appears.
4 In the Created By field, type the name of the channel partner employee whose
call reports you want to view.
5 Click the Execute Query button.

All the call reports for that channel partner employee are displayed.

Assigning Policies to a Channel Partner Employee 7
Your channel partners may sell many different types of insurance, such as life
insurance, auto insurance, property insurance, and health insurance. Your Siebel
Financial Services application includes screens with details about all the different
policies that you sell of each of these types. You should share these policies with
the channel partners who work with them, so they can access all these details
through the Web.
For more information about policies, see the sections on each type of policy in the
Siebel eHealthcare Guide and the Siebel eInsurance Guide.
NOTE: You use different screens to work with different types of policies, depending
on whether you use Siebel Financial Services for Insurance or Siebel Financial
Services for Health Care. The procedure below uses group policies as an example of
how to assign any type of policy. You assign other types of policies to channel
partners in similar ways, except that you choose the appropriate menu option for

that type of policy instead of choosing Screens Group Policies All Policies
across Organizations.
To assign a group policy to a channel partner

1 Choose Screens Group Policies All Policies/Quotes across Organizations.
The All Group Policies across Organizations view appears.
2 Select the record for the policy that you want to assign to the channel partner
employee.
3 Click the ellipsis (...) button in the Team Field for that policy record.
The Team Members dialog box appears.
4 Click the New Button to add a new record to the Team Members list.
The Add Team Member dialog box appears.
5 Select the channel partner employee that you want to add to the team and click
Pick.
6 Continue to add more team members in the same way, if necessary.

7 In the Team Members dialog box, click Close when you are done.

Making Solutions and FAQs Available to Channel Partners 7
A solution record may be published internally or externally. Solutions published

Service solutions used by Siebel eAgent brokers and agents or call center personnel
are typically published internally. Service solutions used by Siebel eService
customers are also published externally.
a solution record. Like all solutions, FAQs may be published internally or externally
and are searchable.
Services Guide.
NOTE: You must publish solutions internally to make them available to channel
partners, because your Siebel application treats channel partner employees as your
employees.


to your customers.

Assigning Catalogs and Price Lists to Channel Partner Organizations 7
Siebel eChannel allows channel partners to locate products in two ways—either by

accessing a product list or by accessing a multimedia catalog shared with Siebel
eAdvisor.
In order for a channel partner to access products, you must assign a set of products,
price lists, and catalogs to that channel partner’s organization.
A catalog contains product categories, each of which contains a set of products. You
may want to assign different catalogs to different channel partners. For example,
you may create catalogs for several product lines, one aimed at large businesses,
one aimed at small businesses, and one aimed at consumers, and assign them to
the channel partners who sell those product lines.
Price lists contain a set of products with price information for each product.
Therefore, you can assign different prices for the same product in different price
lists. For example, if you charge a different price for computers that you sell through
channel partners and computers you sell directly through your Web site, you can
create two different price lists and assign one to channel partners and the other to
your Web customers.
Price lists also serve as filters on products displayed in a catalog. When a channel
partner accesses a catalog, the products displayed will be only those that are
contained in both the catalog and the price list used by the channel partner. For
example, one of your channel partners may sell only some of your products. It is
not necessary to create a separate catalog with just those products. You can use the
regular catalog and assign, to this channel partner, a price list that includes just
those products. When a user from this channel partner company views the catalog,
only the items in that company’s price list are visible.
You may want to assign different price lists to different channel partners. For
example, if you have channel partners in other countries, you will want to assign
them price lists in local currencies.
The catalogs and price lists of Siebel eChannel and Siebel eAdvisor are integrated.
When channel partners use the Siebel eChannel Web site to create quotes, they are
using the Siebel eAdvisor product catalog, which is very powerful because it
includes the Siebel eConfigurator. You set up rules about how products are
configured, and your channel partners can use the Siebel eChannel catalog interface
to configure these products For example, if you sell computers, the Siebel
eConfigurator helps you make sure that each computer you sell has a monitor, a
keyboard, a mouse, and all the other parts that are needed.

For more information about the Siebel eAdvisor catalog interface, see Chapter 3,
“Siebel eAdvisor”.
For more information about creating pricing models, see the Siebel Pricer Guide.
For more information about configuring products, see the Siebel eConfigurator
Guide.
NOTE: Catalogs and price lists can be assigned to multiple organizations and are
visible to all the channel partner companies that are divisions of those
organizations. When you first set up Siebel eChannel, place multiple channel
partner companies in the same multi-division organization only if you want them
to use the same catalogs and price lists.
To assign a catalog and products to a channel partner organization

1 Make sure the catalog you need has already been created in your Siebel
eBusiness application.

The Catalog Administration view appears.
3 In the record for the catalog you want to assign, click the ellipsis (...) button in
the Organization field.


5 Select the organization that includes the channel partner you are assigning the
catalog.
6 Click Add.
7 Choose Screens Marketing Administration Products All Products.
The Product Administration view appears.
8 In the record for the product you want to assign, click the ellipsis (...) button in
the Organization field.

catalog and click Add.

To assign a price list to a channel partner organization

1 Make sure the price list you need has already been created in your Siebel
eBusiness application.
2 Choose Screens Pricing All Price Lists across Organizations.

The All Price Lists across Organizations view appears.

3 In the record for the price list you want to assign, click the ellipsis button in the
Organizations field.

price list.
6 Click Add.

Sharing Literature with Channel Partner Organizations 7
It is often useful to make available to your channel partners literature such as white
papers, data sheets, and competitive positioning briefs. This is accomplished by
assigning the appropriate literature to the channel partner’s organization. Because
the assignment is done through organizations, all literature assigned to an
organization is visible to all the channel partner companies that are divisions of that
organization.
One piece of literature can be assigned to multiple organizations, both external and
internal.
For more information about setting up and using literature, see the section on
literature administration in the Siebel Marketing Administration Guide or the Siebel
NOTE: The literature feature is available only if the vendor company is running
Siebel eChannel using the Windows NT version of the Siebel Object Manager.

To assign literature to a channel partner organization


2 In the record for the item of literature that you want to assign, click the ellipsis
button in the Organizations field.

The Add Organizations dialog box appears
4 Select the organization of the channel partner you are assigning the literature.
5 Click Add.

Viewing a Channel Partner Employee’s Quotes 7
Channel partner employees enter quotes in Siebel eChannel through the Web. Their
managers at the vendor company can view quotes that channel partner employees
have created in the same way they view quotes their own employees have created.
For more information about working with quotes, see the Siebel Applications
NOTE: To view a channel partner’s opportunities, service requests, accounts,

activities, quotes, or orders, you must be logged in under your position in the

channel partner organization. If necessary, choose Edit Change Position and log
in under this position.
This note does not apply if you have the All Across Organizations view, which you
can use to view all objects, regardless of which organization you are in.
NOTE: The Quotes and Orders screens are shipped with Siebel eChannel for
Financial Services, so they can be used by customers who need them. They are not
visible to the channel partner when the product is installed out of the box, because
they are not used by most customers. To expose them, you must configure the
product using Siebel Tools.
To view the quotes of a channel partner employee

1 Choose Screens Quotes All Quotes across Organizations.
The All Quotes across Organizations view appears.
2 Click the New Query button.

A query form appears.
3 Click the arrow for the Sales Rep field in the form applet at the bottom of the
screen.
The Pick Employee dialog box appears.

4 Select the channel partner employee whose orders you want to view and click
Pick.
5 Click the Execute Query button.

All the quotes for that channel partner employee are displayed.
Assigning an Order to a Channel Partner Employee 7
In some industries, it is common for the vendor company to get orders from
customers and then assign them to a channel partner for fulfillment, outsourcing all
or part of the order. For example, if a bank is providing a mortgage for a customer,
it may outsource the appraisal request to a channel partner company.
NOTE: The Quotes and Orders screens are shipped with Siebel eChannel for
Financial Services, so they can be used by customers who need them. They are not
visible to the channel partner when the product is installed out of the box, because
they are not used by most customers. To expose them, you must configure the
product using Siebel Tools.

To assign an order to a channel partner employee

1 Choose Screens Order Entry All Sales Orders across Organizations.
The All Sales Orders across Organizations view appears.
2 In the record for the order you want to assign, click the arrow for the Sales Team
field.
The Sales Team Members dialog box appears.

3 Click the New button.

The Add Employees Dialog box appears.
4 Select the channel partner employee whom you want to assign the order and
click Add.
The employee is added to the Sales Team Members dialog box.
5 In the Sales Team Members dialog box, click Close.
Setting Up Siebel eBriefings 7
The eBriefings screen of the Siebel eChannel Web site lets your channel partners use
Siebel eBriefings, news updates that are personalized for each channel partner
employee. You can set up this screen to display links to the latest news about your
company, the latest news about customers and competitors, news bulletins, the
channel partner’s latest opportunities, service requests, activities, and other useful
information.
The channel partner employee can also use the Tracking Profile views of the
eBriefings screen to choose accounts, competitors, industries, or products that he
or she wants to track. These are displayed in the eBriefings screen, in separate views
from the personalized briefing that you set up.
You set up Siebel eBriefings for channel partner employees in the same way that you
set up Siebel eBriefings for your own employees.
For more information on Siebel eBriefings, see the Siebel eBriefings Guide.

Sharing Files with Channel Partners 7
You may want to share files with your channel partners, for example, to give them
a copy of a report you have written about an opportunity or to get a copy of a report
they have written.
The vendor company and channel partner company can share files by attaching the
files to opportunities, service requests, or fund requests. Both the vendor company
and the channel partner can add, view, or delete an attachment to an opportunity,
service request, or fund request.
NOTE: Do not add an attachment to the channel partner’s record in the Partner
screen to share a file with the channel partner. Attachments to channel partner
records are purely for your own use. Channel partners can only download
attachments you add to opportunities, service requests, or fund requests that they
can access.

To add an attachment to an opportunity assigned to a channel partner employee

2 In the Opportunities list, select an opportunity you have assigned to the channel
partner employee.

3 To make sure you have assigned that opportunity to a channel partner, click the
ellipsis button in the Sales Team field.
The Sales Team dialog box appears, and it must include the channel partner
employee’s name.
4 Click Attachments in the view bar to view attachments for that opportunity.
5 Add a new record to the Attachments list.
The Select File dialog box appears.
6 Choose the file that you want to add as an attachment and click Select.

To add an attachment to a service request assigned to a channel partner employee

2 In the Service Requests list, select a service request you have assigned to the
channel partner employee.
3 To make sure you have assigned that service request to a channel partner, look
at the Owner field, which must display the channel partner employee’s name.
4 Click Attachments in the view bar to view attachments for that service request.


To add an attachment to a marketing development fund request

1 Choose Screens Marketing Development Fund Requests All Fund Requests.
The Fund Requests view appears.

2 In the Marketing Fund Requests list, select a fund request of the channel partner
company. The company’s name must be displayed in the Partner field.
3 Click Fund Request Attachments in the view bar to view attachments for that
Fund Request.

Setting Up Full-Text Search 7
Like many Siebel eBusiness applications, Siebel eChannel includes an advanced

search feature, which channel partners who work through the Web can use by
clicking the Advanced Search link of the Search applet on the Siebel eChannel
screens. To implement this feature, you must set up search indexes for literature,
products, and service solutions.
NOTE: These indexes are needed only for the advanced search used by clicking the
Advanced Search link in the Siebel eChannel Web site. They are not related to the
searches that users perform by using the Find button or the Search and For text
boxes in the Siebel eChannel Web site.
For more information on setting up full-text search, see the section on eSearch in
this manual and see the Siebel Search Guide.

Managing Your Channel Partners
Managing Your Channel Partners 7
As part of your relationship with channel partners, you may want to forecast
potential sales of channel partners, plan activities, and keep other records about
channel partners.
Forecasting a Channel Partner Employee’s Sales 7
When salespeople enter opportunities, they can specify the total possible revenue
and probability of success for that opportunity, which are used in forecasting sales.
When channel partner employees work on opportunities through the Web, they
specify whether each opportunity should be included in forecasts.
If the channel partner employees specify that opportunities should be included, you
can produce forecasts based on them in the same way that you forecast sales for
your own employees.
Siebel applications provide many different methods of forecasting.
For more information about forecasting, see the section on forecasting in the Siebel
Applications Administration Guide or the Siebel Financial Services Guide.
Assessing a Channel Partner Company’s Performance 7
Assessments let you evaluate the performance of channel partner companies based
on criteria that you specify. First, your Siebel applications administrator must create
one or more assessment templates, models that specify what factors to use to
evaluate the channel partner. Then you can attach a template to the channel
partner’s record and see how well the channel partner scores.
For information about creating assessment templates, see the section on setting up
assessment templates in the Siebel Assistant Administration Guide or the Siebel

To enter a channel partner company assessment

1 Choose Screens Partners All Partners Across Organizations.
The All Partners Across Organizations view appears.
2 Select the Record for the channel partner company that you want to assess.
3 Click Assessments on the view bar.
The Partner Assessments view appears.

4 Select the Assessments list applet and click the Add New Record button on the
tool bar.
A new record is added to the Assessments list.
5 Fill in the fields with the details of the assessment. Use the Template field picklist
to choose an existing assessment template.
All the factors that were evaluated by that template and the score in each are
listed in the Assessment Attributes list.
6 To see how well the channel partner did overall, scroll right in the Assessments
list to view the values in the Score, Percent, and Max Possible Score field of the
Assessment record.
To work with channel partner assessments

Entering Channel Partner Management Activities 7
You often want to record activities that you should perform to manage your channel
partners, such as a telephone call you must make tomorrow or a meeting you
scheduled for next week. You can list these activities in the Partner Activities view.
NOTE: Activities you add in the Partners screen are generally for your own use.
However, you can also assign them to your own employees or to channel partner
employees by selecting an employee’s name in the Assigned To field.

To enter a channel partner management activity

2 Select the Record for the channel partner company to which the activity applies.
3 Click Activities on the view bar.
The Partner Activities view appears.
4 Select the Activities List applet and click the Add New Record button on the
toolbar.
A new record is added to the Activities list.
5 Fill in the fields with the details of the new activity.

To work with channel partner management activities

Choose Screens
Activities My Activities to display a list of all your activities,
including your channel partner management activities.
Entering Channel Partner Management Activity Plans 7
Siebel applications make it possible to create activity plans, which are templates
including lists of activities that are often performed in sequence. Using activity plan
templates makes it easier to create complicated series of activities. If your
company’s Siebel applications administrator has created these templates, you can
use them through the Partner Activity Plans view.
NOTE: Activity Plans you add in the Partners screen are generally for your own use.
However, you can also assign their activities to your own employees or to channel
partner employees by selecting an employee’s name in the Activity record’s
Assigned To field.
To enter a channel partner management activity plan

2 Select the Record for the channel partner company to which the activity plan
applies.

3 Click Activity Plans on the view bar.

The Partner Activity Plans view appears.
4 Select the Activity Plans List applet and click the Add New Record button on the
tool bar.
5 Fill in the fields with the details of the new activity. Use the Template field
picklist to choose an existing template.
All the activities from that template are listed in the Activities list.

To work with channel partner management activity plans

Choose Screens
Activities My Activities to display a list of all your activities,
including activities from your channel partner management activity plans.
Entering Channel Partner Agreements 7
It is often useful to have a list of all the agreements that you have made with a
channel partner company, which you can refer to when you want to look up a
specific agreement. Use the Partner Agreements view to record all the agreements
that you have made with your channel partners.
For more information on agreements, see the chapter on agreements in the Siebel
NOTE: The channel partner agreements displayed in the Partners screen should not
be confused with service agreements with your customers. They are agreements
between the vendor and partner company.
To enter channel partner agreements

2 In the Partners list, select the channel partner company with which you have
made the agreement.

3 Click Agreements on the view bar.

The Partner Agreements view appears.
4 Add a new record to the Agreements list and enter the details of the agreement.
To work with channel partner agreements

Adding Channel Partner Company Attachments 7
It is sometimes useful to attach documents to channel partner company records, so

you can access them easily when you are working on that channel partner
company. For example, if you write a report about a channel partner company, you
would probably want to attach it to that company’s record. Use the Partner
Attachments view to attach files to channel partner records.
NOTE: Attachments you add in the Partners screen are purely for your own
company’s use. Your channel partners cannot access them. To share files with a
channel partner, you must add attachments to Account or Contact records that the
channel partner can access.

To enter channel partner company attachments

2 In the list of channel partner companies, select the company to which you want
to add the Attachment.
3 Click Attachments on the view bar.

The Partner Attachments view appears.
4 Select the Attachments list applet and click the Add New Record button on the
toolbar.
A new record is added to the Attachments list, and the Select File dialog box
appears.
5 Choose the file you want to attach to the channel partner company record and
click Select.
The name of the file is entered in the Name field of the new Attachments record.
6 Fill out the other fields in the Attachments record.

To work with channel partner attachments

Display the contents of the attached file by clicking its name in the Name field.
Entering Channel Partner Company Contacts 7
Your Siebel application lets you keep track of your business contacts at the channel
partner company. You should create channel partner contact records for managers
at the channel partner company who do not use Siebel eChannel through the Web.
You may also find it convenient to create channel partner contact records for some
salespeople and delegated administrators at the channel partner company who do
use Siebel eChannel through the Web. Use the Partner Contacts view to enter the
name, phone number, and other information about your contacts at the channel
partner company.
For more information on adding and maintaining contacts, see the chapter on
contacts in the Siebel Financial Services Guide.
NOTE: Adding someone in the Partner Contacts view does not give them access to
Siebel eChannel through the Web. If you want channel partner contacts to have
access to Siebel eChannel, you must also add them in the All Employees view, or
they must be added by the delegated administrator at their own company.
To enter channel partner company contacts

2 In the Partners list, select the contact’s company.

3 Click Contacts on the view bar.

The Partner Contacts view appears.
4 Add a new record to the Contacts list and enter information about the contact.
Adding Notes About a Channel Partner Company 7
Channel partner notes let you enter free-form text information about channel
partner companies. For example, if a channel partner gives you instructions on how
to drive to its office, you would probably want to enter the information in a note
added to that company’s record.
This information can be exclusively for your own use or can be shared with
colleagues in your own company:
Private Notes are visible only to the person who entered them.
Shared Notes are visible to anyone who can see the channel partner’s records.
Use the Partner Notes view to enter notes about your channel partners for your use
and the use of other people in your company.

To enter notes about a channel partner company

2 In the list of channel partner companies, select the company about which you
want to enter a note.
3 Click Notes on the view bar.

The Partner Notes view appears.
4 Add a new record to either the Shared Notes or the Private Notes list.
5 Enter the note as text in the Note field of the new record.
To work with notes about a channel partner company


Creating a Channel Partner Company Organization Chart 7
If a channel partner company is large, you might find it useful to display a company
organization chart, so you can see at a glance what everyone’s position is. Siebel
eChannel lets you create an organization chart by selecting the channel manager for
each of your contacts.
Everyone in the organization chart must be on your contact list for that channel
partner company. You can add new contacts in the Partner Organization Analysis
view while you are working on the organization chart, and they will also be visible
in the Partner Contacts view.
NOTE: The lower applet in the Partners Organization Analysis view has a toggle
button next to its name, which you click to toggle between a Contacts applet, with
a list of your partner contacts there, and an Organization Analysis applet, with an
organization chart. If the chart appears when you first open it, you must click this
toggle button to display the Contacts list in order to select each contact’s manager.
To create a channel partner company organization chart

1 Choose Screens Partners All Partners across Organizations.
The All Partners across Organizations view appears.
2 In the list of channel partner companies, select the company whose organization
chart you want to display.

3 Click Organization Analysis on the view bar.

The Partner Organization Analysis view appears.
4 If the lower applet is already the Contacts list applet, go on to Step 5. If the lower
applet is the Organization Analysis applet, click the toggle button to display the
Contacts list applet.
5 Scroll right to view the Manager Last Name field, and then click the drop-down
arrow for this field.
The Pick Manager dialog box appears.

6 Select the person’s manager and click Pick.

7 Repeat Step 5 and Step 6 to select a manager for each of the channel partner
contacts.
8 Click the toggle button to display an organization chart for the channel partner
company.
To work with channel partner company organization charts

Maintain the chart whenever the company’s structure changes by using the Pick
Manager dialog box to change Manager Last Name fields as needed.
View the chart at any time by selecting the record of the channel partner
company and clicking Organization Analysis on the view bar.
Entering a Channel Partner Company Profile 7
You use a channel partner profile to enter information about the channel partner
company for your own use, such as its annual revenues, its number of employees,
and its sales.
To enter a channel partner company profile

1 Choose Screens Partner All Partners Across Organizations.
2 Select the record of the channel partner company whose profile you want to
enter.

3 Click Profile on the view bar.

The Partner Profile view appears.
4 Enter information in the fields of the Profile form applet.
To work with a channel partner company profile

Do not delete a profile record. The Profile record is created automatically when
you create a Partner record. If you delete a Profile record, the Partner record will
automatically be deleted.

Using Marketing Development Funds
Using Marketing Development Funds 7
A Marketing Development Fund (MDF) makes it possible to do joint marketing

campaigns with one or more channel partners. For example, you might create an
MDF to do a joint advertising campaign with one of your large channel partners. Or,
if a large trade show is coming up, you might create an MDF to send several of your
channel partners to that show.
To work with a Marketing Development Fund, you go through the following stages:
Create the Fund. When you create a fund, you specify how much funding it has
and which channel partners participate in it.
Authorize Employees to Approve Fund Requests. You must authorize your

employees to approve fund requests. Employees have a fund request approval
limit. If a request is greater than this limit, they route it to other employees for
further review.
Request Funding. After a fund has been created, people from the channel partner
company or from the vendor company can request funding on behalf of channel
partners who participate in the fund.
Approve Funding Requests. Funding requests are approved or rejected by the

vendor company. If you have purchased Siebel Workflow, it can be configured
to inform people by email when they must review a request or provide more
information.
Track the Spending. The MDF checkbook lets you track the amount of credits,
debits, and total funds available in the a fund.

Creating a Marketing Development Fund 7
Marketing Development Funds (MDFs) are created for a variety of reasons. For
example, an alliance partner may agree to a fixed MDF as part of its alliance
agreement, or you may want to do joint marketing with a channel partner and set
aside 1% of its sales as an MDF.
When you create a new MDF, you must specify which channel partners are
participants in the fund and you must specify the fund type.
There are three types of MDFs, and how you complete the fund design depends on
which type of fund it is:
Fixed. A fixed fund has a specific amount of money allocated to it. Use the Fixed
Fund Administration view to specify the amount of funding it has.
Accrual. An accrual fund has money allocated to it based on the channel

partner’s performance. Use the Accrual Fund Administration view to define rules
that specify the amount of funding it has.
Mixed. A mixed fund has both a fixed and an accrual element. It begins with a
specific amount of money, and it also accrues additional money depending on
channel partner performance. Use both the Fixed Fund Administration view and
the Accrual Fund Administration view to specify the amount of funding it has.
The mixed fund contains the sum of the fixed and accrual funding that you
specify.

To create a new Marketing Development Fund

1 Choose Screens Marketing Development Fund Administration Fund Design.
The Fund Design view appears.
2 Add a new record to the Fund Administration list by clicking the Add New
Record button on the toolbar.

3 Enter information about the new fund in the new record’s fields.
Field Comment
Name Enter a name for the fund (up to 50 characters) for your own use.
Type Choose Fixed, Accrual, or Mixed to indicate how funding is

allocated, as described in “Creating a Marketing Development
Fund” on page 7-82.
Fund ID A unique identifier. Generated automatically.
Active Indicates whether the fund is currently active. Generated

automatically based on the start date and end date.
Locked Lets you lock the fund record so no one can update it.
Period Optionally, use the picklist to choose a predefined period from a

picklist defined by the Siebel administrator, such as “2001” or “Jan
2001.” If you do this, the Start Date and End Date fields are filled
automatically.
Start Date The date when a channel partner can begin spending money from
this fund.
End Date The last date when a channel partner can spend money from this
fund.
Fund Target Your goal, the amount of money targeted to be accrued to a fund.
For a fixed fund, the amount of money agreed to in a fund.
Fund Credits The amount of money actually in the fund. This read-only field is
calculated from the funds added in the Fixed Fund Administration
view (if applicable) plus the funds accrued in Accrual
Administration view (if applicable).
Description A text description of the fund for your own use. Up to 150
characters.
4 Continue by adding channel partner companies as participants to this MDF.

5 Then continue by specifying the amount of funding in this MDF. If you chose
Fixed in the type field, add a fixed amount to the fund. If you chose Accrual in
the type field, add an accrual amount to the fund. If you chose Mixed in the type
field, add both a fixed and an accrual amount to the fund.

To add a channel partner company to a Marketing Development Fund

2 In the Fund Administration list, select the fund to which you want to add the
3 Click Fund Participation on the view bar.

The Fund Participation view appears.
4 Add a new record to the Fund Participation list by clicking the Fund Participation
applet to select it and then clicking the Add New Record button on the toolbar.

5 Enter information in the new record’s fields about the channel partner
company’s participation.
Field Comment
Partner Use the Pick Channel Partner dialog box to choose the channel
partner company.
Target Amount Enter your goal, the target amount for this channel partner to
receive from all its fund requests to this fund.
Period Optionally, use the picklist to choose a predefined period, such as

“2001” or “Jan 2001.” If you do this, the Start Date and End Date
fields are filled automatically.
Start Date Enter the date when this channel partner can begin spending
money from this fund. The default value is the start date of the
fund.
End Date Enter the last date when this channel partner can spend money
from this fund. The default value is the end date of the fund.
Description Optionally, enter a description (up to 150 characters) of this

channel partner company’s participation in this fund for your
own use.

To add a fixed amount to an MDF

2 Select an MDF in the Fund Administration list that is of the type Fixed or Mixed.
3 Click Fixed Fund Administration on the view bar.
The Fixed Fund Administration view appears.
4 Add a new record to the Fixed Fund Administration list by clicking the Fixed
Fund Administration applet and then clicking the Add New Record button on the
toolbar.

5 Enter information about the fixed funding in the new record:
Field Comment
Name A name for this funding for your own use, such as “Initial Funding” or “Q2
Added Funding.”
Amount The amount of funding allocated to this fund.
Period Optionally, use the picklist to choose a predefined period, such as “2001”
or “Jan 2001.” If you do this, the Start Date and End Date fields are filled
automatically.
Start Date The date when channel partners can begin spending this funding. If this
record is the initial allocation of money to this fund, then this date should
be the same as the start date for the fund. If this record is a supplementary
allocation, it could be a different date. For example, if you have a yearly
fund and you allocate extra funding for the third quarter, the start date for
the extra funding could be the first day of the third quarter.
End Date The last date when channel partners can spend this funding.

To add accrual funding to an MDF

2 Select an MDF in the Fund Administration list.
3 Click Accrual Administration on the view bar.
The Accrual Fund Administration view appears.
4 In the Fund Participation applet, select the partner company that will accrue the
funding.
5 Add a new record to the Accrual Definition list by clicking the Accrual Definition
administration applet and then clicking the Add New Record button on the
toolbar.

6 Enter information about the accrual definition in the new record:
Field Comment
Type Use the picklist to choose the type of component on which the accrual is based. The
options are Orders (accrued funding is based on all the orders of the channel
partner), Product Line (accrued funding is based on the orders of the channel partner
for a specific product line), and Product (accrued funding is based on all the orders
of the channel partner for a specific product).
Product If you choose Product in the Type field, you must use this field’s dialog box to choose
the product on which accrued funding is based. (If you do not choose Product as the
type, this field is disabled.)
Product Line If you choose Product Line in the Type field, you must use this field’s dialog box to
choose the product line on which accrued funding is based. (If you do not choose
Product Line as the type, this field is disabled.)
Base This field lets you tier funding by specifying the base amount at which the accrual
begins. For example, if you want to give the channel partner accrual funding only
after it sells $1,000,000, you can set the base at $1,000,000. Or if you want to give
the channel partner 1% of the first $1,000,000 it sells and 2% of everything above
that, you can create one fund record with a base of $0 and a rate of 1%- and a second
fund record with a base of $1,000,000 and a rate of 1%; the second fund record
would give an additional 1% beyond the 1% in the first fund record.
Accrual Rate Enter an amount of funding that accrues per unit sold.
U/M Use a picklist to choose the unit of measurement on which the funding is based. For
example, you can choose Pallet, Bag, or Dollar; the channel partner accrues the
amount in the accrual rate field for each pallet, bag, or dollar of your product
ordered.
Estimated Volume Enter your goal, the volume of sales targeted for this accrual.
Actual Volume Enter the actual volume of sales for this accrual.
Period Optionally, use the picklist to choose a predefined period, such as “2001” or “Jan
2001.” If you do this, the Start Date and End Date fields are filled automatically.
Start Date The date when orders begin accruing to this funding.
End Date The last date when orders accrue to this funding.

Adding a Channel Partner Company as a Fund Participant 7
After a channel partner’s Marketing Development Fund request is approved, you

must add the channel partner to the fund participation list for that MDF. A channel
partner must be added to this list because only fund participants (and people at the
vendor company acting on their behalf) are authorized to spend against a fund.
To add a channel partner company to a Marketing Development Fund

2 In the Fund Administration list, select the fund to which you want to add the
3 Click Fund Participation on the view bar.

The Fund Participation view appears.
4 Add a new record to the Fund Participation list by clicking the Fund Participation
applet to select it and then clicking the Add New Record button on the toolbar.

5 Enter information in the new record’s fields about the channel partner
company’s participation.
Field Comment
Partner Use the Pick Channel Partner dialog box to choose the channel
partner company.
Target Amount Enter your goal, the target amount for this channel partner to
receive from all its fund requests to this fund.
Period Optionally, use the picklist to choose a predefined period, such as

“2001” or “Jan 2001.” If you do this, the Start Date and End Date
fields are filled automatically.
Start Date Enter the date when this channel partner can begin spending
money from this fund. The default value is the start date of the
fund.
End Date Enter the last date when this channel partner can spend money
from this fund. The default value is the end date of the fund.
Description Optionally, enter a description (up to 150 characters) of this

channel partner company’s participation in this fund for your
own use.

Setting Up Fund Approval Authorization 7
Before your company can work with any MDFs, you must authorize the appropriate
employees to approve fund requests. To do this, you specify the maximum amount
of a fund request that each employee may approve.
Employees may get fund requests to review that are greater than the amount that
they can approve. After reviewing them, they can route them to other people in your
company for approval.
For example, your channel manager may be authorized to approve requests up to

$10,000. If a channel partner submits a request for $5,000 and the channel manager
approves it, then the approval process is complete. The request does not need any
further approval.
However, if a channel partner submits a request for $50,000, you may still require
it to be reviewed by the channel manager initially. If the channel manager wants
the request approved, he can route it to his manager. If this manager is authorized
to approve a $50,000 request, she can give it final approval. But if she is only
authorized to approve requests up to $25,000, she will review the request and, if
she wants it approved, route it to a vice president who is authorized to approve an
amount that large.
To route the request to the next person in the approval process, you select that
person’s name in the Processed By field of the fund request record. The person
whose name is in this field is the only person who can change the value of the
record.
When you select a person’s name in the Processed By field, Siebel eChannel
automatically routes the Fund Request record to that person, so he or she finds it
displayed in the My Funds Request view.

To authorize your employees to approve fund requests

2 If necessary, do a query to find the record of the employee you want to authorize
to approve fund requests.
3 Scroll right to view the Fund Approval Limit field and enter the appropriate
amount for that employee.

Initiating a Fund Request 7
A Marketing Development Fund Request can be submitted either by a channel

partner who enters it using Siebel eChannel on the Web, or by a someone at your
company who enters it in your Siebel application. It is likely to be submitted by
someone in your company’s marketing department who plans a marketing
campaign involving MDFs.
Siebel Workflow can be configured so that when the request is initiated, email is
automatically sent to the first person who must approve it, telling this person the
fund request has been submitted for approval.

To initiate a Marketing Development Fund request

The Fund Requests view appears.
2 Click the Add New Record button on the toolbar to add a new record to the
Marketing Fund Requests list.

3 Enter information in the new record’s fields.
Field Comment
New An asterisk is entered in this field automatically to indicate that

the record is new for the person who is currently viewing the
record. For example, if I am assigned a fund request so I can
approve it, the asterisk will appear the first time I view the record
but not when I come back to it. After I approve the request, the
asterisk will appear when the next person views it for the first
time. A record is no longer new after a person drills down into it.
Name Enter a name for the request (up to 50 characters) for your own
use.
Partner Use the Pick Channel Partner dialog box to specify the channel
partner to which the request applies.
Fund Use the Pick Fund dialog box to choose the fund from which the
money comes.
Tracking # This field contains a unique number generated automatically,

which you can use to track the request.
Category Optionally, use this field’s picklist to choose a category (such as

Advertising or Customer Event) on which this funding will be
spent.
Region Optionally, use this field’s picklist to choose a region (such as

Africa or North America) where the funding will be spent.
Vertical Optionally, use this field’s picklist to choose an industry (such as

Automotive or Insurance) on which this funding will be spent.
Amount Enter the amount of the request.

Requested
Amount During the approval process, approvers will enter the amount they
Approved approve in this field. They may approve the requested funding or
a smaller amount. This field cannot be edited in a new request.
Actual Amount This field displays the actual sum that has been debited to this
fund request. This field cannot be edited in a new request.
Status In a new request, the status is New. During the approval process,
the status of the fund request changes.

Field Comment
Processed By This field displays the name of the person who is currently
reviewing this request. When you enter a new request, the value
in the field defaults to the name of the person in the Partner
Manager position for this organization, who is normally the first
person to review the request. To transmit the request to the next
person in the approval process, use the picklist to choose that
person’s name. Only the person whose name appears in this field
can change the record (for example, to change the status to
Approved or to Need More Information or to route the record to
the next person for approval).
Owned By This field holds the name of the person who initiated the fund
request.
Campaign Optionally, use the Pick Campaign dialog box to choose your
company’s marketing campaign for which this fund is being used.
Date Created This field automatically records the date the record was created.
Date Needed Enter the date when the funds are needed.
Approval Log When the last approval is entered, the name of the final reviewer
is automatically entered here.
Adding Attachments to Fund Requests 7
You may want to attach supporting documents to Marketing Development Fund

requests. For example, if you write a report that describes in detail how the channel
partner plans to use the funding, you can attach it to the Fund Request record. If
the request is to fund a booth at a trade show, you can attach a brochure from the
trade show as an Acrobat file. Everyone who reviews and approves the request can
view these attached documents. Use the Fund Request Attachments view to attach
files to MDF Request records.
NOTE: The channel partner company to which an MDF request applies can view all
attachments to the request and can also add attachments to the request for the
vendor company to view.

To enter MDF request attachments

1 Choose Screens Marketing Development Fund Requests My Fund Requests.
The My Fund Requests view appears.
2 In the list of marketing fund requests, select the request to which you want to
add the Attachment.
3 Click Fund Request Attachments on the view bar.

The Fund Request Attachments view appears.
4 Select the Attachments list applet and click the Add New Record button on the
toolbar.
A new record is added to the Attachments list, and the Select File dialog box
appears.
5 In the Select File dialog box, choose the file you want to attach to the record and
click Select.
The name of the file is entered in the Name field of the new Attachments record.
6 Fill out the other fields in the Attachments record.

Adding Activities to Fund Requests 7
You can record a variety of activities that you should perform as part of a Marketing
Development Fund request, such as a meeting you must schedule with a channel
partner to discuss the fund request. You can do this easily by attaching activities to
the fund request.
To add an activity for an MDF request

The All Fund Requests view appears.
2 Select the Fund Request record.

3 Click Fund Request Activities on the view bar.
The Fund Request Activities view appears.
4 Select the Activities List applet and click the Add New Record button on the
toolbar.
5 Fill in the fields with the details of the new activity.

Adding Activity Plans to Fund Requests 7
If you have a regular series of activities that you go through when you submit a type
of Marketing Development Fund request, such as a request for funding for a trade
show, you can save time by using an activity plan. Activity plan templates define
lists of activities that are often performed in sequence. If your company’s Siebel
applications administrator has created appropriate templates, you can use a
template to attach an activity plan to a fund request.
For information about creating activity plans, see the section on creating activity
templates in the Siebel Assistant Administration Guide or the Siebel Financial
Services Guide.
To enter an MDF request activity plan

2 Select the Fund Request record.

3 Click Fund Request Activities Plans on the view bar.

The Fund Request Activity Plans view appears.
4 Select the Activity Plans List applet and click the Add New Record button on the
toolbar.
5 Fill in the fields with the details of the new activity. Use the Template field
picklist to choose an existing template.
All the activities from that template are listed in the Activities list.

Reviewing a Fund Request 7
After a fund request has been submitted, it must be routed in sequence to all the
people who must review it. If the initial reviewer is authorized to approve the full
amount in the request, only this approval is needed. However, if the request is larger
than the initial reviewer can approve, he or she must route it to someone else in the
channel partner company for further review; if that person is not authorized to
review the entire amount, he or she must route it to someone else.
To route the request to someone else for further review and approval, an approver
selects that person’s name in the Processed By field of the fund request. The Fund
Request appears in the My Fund Requests view for that person. Only the person
whose name is in the Processed By field can modify the fund request record.
Approvers can also use the picklist in the Status field of the request to choose:
Need More Information. The approver needs more information to make the
decision.
Rejected. This approver rejects the fund request, and the request fails.
Approved. This option gives final approval to the fund request. It is only available
to someone who is authorized to approve the full amount of the request.
NOTE: Before you approve a fund request, you should check the balance in that fund
to make sure the request is not larger than the remaining balance.

To view the balance in an MDF

2 In the Fund Administration list, select the fund whose balance you want to view.
3 Click Accrual Fund Checkbook on the view bar.
The Accrual Fund Checkbook view appears.
4 Click the Calculate Total button in the Fund applet to update the total.
The balance in the fund appears in the Balance field.

To review a fund request

2 If you want to reject the request, give final approval to the request, or ask for
more information, scroll right and choose a value in the Status field picklist of
the request you are reviewing.
The picklist will give you the option of approving the request only if its amount
is less than the amount in the Fund Approval Limit field of your Employee
record.
3 If you want to route the request to someone else for further review and approval,
click the arrow to the right of the Processed By field to display the Pick Position
dialog box.
4 Select that person’s record, and click Pick.

You must route the request to someone else for further review if its amount is
greater than the amount in the Fund Approval Limit field of your Employee
record.

Viewing All Fund Requests for a Channel Partner Company 7
You may want to review a channel partner’s performance periodically or see how
many other fund requests from a channel partner are open before approving the
current request. The Partner MDFs view lets you look at a single list of all the
channel partner’s fund requests, regardless of which MDF is involved.
To view all of a channel partner’s fund requests

2 In the Partners list, select the channel partner whose requests you want to
display.
3 Click MDF Requests on the view bar.

The Partner MDFs view appears, with a list of all that channel partner’s fund
requests.

Viewing the Status of a Fund Request 7
It is often useful to check the status of an MDF request after it is submitted. A

channel partner who submitted it may want to make sure that the approval process
has started at the vendor company, for example, and people who need to start work
when the funding is available will want to see if it is approved.
A fund request can have the status values shown in Table 7-1.
Table 7-1. Fund Request Status Values
Value Comment
New The request has been submitted but has not yet been viewed by the
initial approver.
Pending Approval The request has been viewed by the initial approvers.
Pending Approval 2 The request has been routed to the second (or third, etc.) approver.
(3, and so on)
Pending Review The request has been routed to the final approver. The final
approver is called the reviewer.
Need More One of the reviewers has requested more information.

Information
Rejected The request has failed because a reviewer has rejected it.
Approved The request has all required approvals.
Submitted for The request has been submitted to the payments administrator for
Fulfillment fulfillment.
Processed The request has been processed by the payments administrator.
Fulfilled The request has been fulfilled by the payments administrator.

Funding has been sent to the channel partner.

To view the status of a fund request

The All Fund Requests view appears.
2 Select the request whose status you want to check.

The status appears in the Status field of the form applet at the bottom of the
screen.

Viewing a Fund’s Checkbook 7
You can use a Marketing Development Fund’s Accrual Fund Checkbook view and
Fixed Fund Checkbook view to display the balance remaining in the fund, as well
as to display the details of how much of this balance comes from fixed funding, how
much comes from accrued funding, and what funding requests have been debited
against the fund.
To view a Marketing Development Fund’s checkbook

2 In the Fund Administration list, select the fund whose balance you want to view.
3 Click Accrual Fund Checkbook on the view bar.
The Accrual Fund Checkbook view appears.
4 Click the Calculate Total button to view the balance.

5 In the MDF Accrual Credits applet, review all the credits that have accrued to
this fund.
This applet will be empty if the fund type is fixed, since fixed funds do not
accrue credits.
6 In the MDF Debits applet, review all the debits for this fund.

Managing Policies and Quotes
Managing Policies and Quotes 7
Agents, brokers, and partners can use Siebel eAgent to gather the information
required to calculate a quote for an auto, property, or life, or health insurance policy.
Depending on the kind of policy selected for the quote, Siebel eAgent prompts the
user to enter different data. After the data has been collected, it is passed to an
external rating engine, which calculates the actual premium and returns that
information to Siebel eAgent, where it is displayed.
The process of creating a policy is identical to the process of creating a quote.

Generally, quotes are created and then later changed to policies, so the procedures
in this section focus on creating quotes.
The procedures in this section describe initiating quotes from the Personal Policies
screen, but it is also possible to initiate quotes from the Policies and Quotes view
on the Contacts screen.
NOTE: The Siebel eAgent functionality described in this chapter is also available in
the Siebel ePartner product.

Creating Auto Policies 7
Quotes for auto policies are created through the Personal Policies screen. Once the
quote is created, it can be associated with service requests, activities, vehicles,
drivers and contacts, coverages, claims, underwriting reports, or pay plans.
To create an auto policy quote

1 Select Personal Policies from the tab bar.
The My Policies/Quotes view appears. Quotes can be created from any of the
views on the Personal Policies screen.
2 Click New.
The New Policy/Quote view appears.
3 Complete the fields, selecting Auto Quote in the Type field, and click Save.
The new quote is added to the list on the Policy/Quotes view from which you
started.
4 Drill down on the policy number for the new quote.

The Vehicles view appears.
5 Enter vehicle information in the Vehicles view.

6 Enter driver information in the Drivers & Contacts view.
7 Click Vehicles in the view bar and assign drivers with the Assign Drivers
hyperlink.

8 Click Back to Vehicles and select Coverages in the Vehicles view with the Add
Coverages hyperlink.
9 Click Back to Vehicles and then click Rate.

The collected data is passed to an external rating engine, and the results of the
premium calculation may be displayed depending on your company’s business
process.

Creating Property Policies 7
Quotes for property policies are created through the Personal Policies screen. Once
the quote is created, it can be associated with contacts, service requests, activities,
properties, coverages, claims, underwriting reports, or pay plans.
To create a property policy quote

2 Click New.
3 Complete the fields, selecting Property Quote in the Type field.

4 Click Save.
started.


The Properties view appears.
6 Click Edit on the Property Policy applet.

7 Complete the Product field and click Save.
8 For each property that will be covered by the policy, do the following:
Click New in the Properties list applet.
Click Select, select a property type in the Pick Property Types applet, and
click Save.
The property record is added.
Drill down on the Property Type in the Properties list applet.
Click Edit in the Dwelling Rating applet, complete the fields, and click Save.
Click Add in the Addresses list applet, click New to add the address, complete
the fields and click Save.

Click Back to Properties.
Click the Add Coverages hyperlink for the property record.
Click New, select Coverages and Limits, and click Save.
9 Click Back to Properties, then click Rate.

premium calculation are returned.
Creating Life Policies 7
Quotes for life policies are created through the Personal Policies screen. Once the
quote is created, it can be associated with service requests, activities, insureds and
contacts, questionnaires, coverages, underwriting reports, or pay plans.
To create a life quote

2 Click New in the Policies/Quotes list applet.

3 Complete the fields, selecting Life Quote in the Type field, and click Save.
started.

The Life Policy view appears.

5 Click Edit in the Life Policy applet, select a Product, and click Save.
6 For each person that will be covered by the policy, do the following:
Click Add in the Insureds/Contacts applet.
Select a contact in the Add Contacts applet or click New to add a new contact.
The Insured/Contact record is added.

Click Edit on the Insured/Contact record, complete the fields, and click Save.
Select Questionnaire in the view bar
The Questionnaire view appears.

Click New on the Rating Template applet, and complete the associated
questionnaire for each insured in the Questionnaire applet below.
Clicking Next in the Insured form applet displays a page that allows you to
fill out the template and rating questions for another insured person under
the policy.
Clicking Next in the Rating Templates form applet displays a page where you
can fill out rating questions if you have multiple templates selected on the
policy or quote.
If you click Next and there is no additional information for that applet, the
page is refreshed and the Next button is shaded.
The content of the Rating applet varies, and is defined by the customer using
assessment templates in Siebel eBusiness. For more information about
assessment templates, see the Siebel eInsurance Guide.
Select Coverages in the view bar, click New in the Coverages list applet,
complete the fields, and click Save.
Only the coverages applicable to the product and state appear in the picklist.
7 Click Rate.
premium calculation are returned.

Creating Health Policies 7
Quotes for individual health policies are created through the Personal Policies
screen, and quotes for group health policies are created through the Group Policies
screen. Individual quotes can be associated with activities, applicants, products,
health risk assessments, service requests, or notes. Group quotes can be associated
with activities, classes, eligible members, products, service requests, or notes.
To create an individual health quote

2 Click New.
3 Complete the fields, selecting Health Quote in the Type field.

4 Click Save.
started.

The Applicants view appears.
6 For each person that will be covered by the policy, do the following:
Click Add in the Applicants applet.
Click Find in the Add Applicants applet.
Enter the name or address of the person to find and click Search.
Select a contact in the Add Applicants applet.
The applicant record is added.

7 Select Notes in the view bar.

The Notes view appears.
8 For each note, do the following:

Click New in the Notes applet.
Complete the fields and click Save.
If you want to add activities, or view health risk assessments or products, drill
down on the policy number for the new quote and select the appropriate view.
To create a group health quote

1 Select Group Policies from the tab bar.
The My Group Policies view appears.
2 Click New.
The New Group Policy/Quote view appears.
3 Click Select in the Group Name field, and select a company in the Pick Company
applet.
You can use the Find button to help you locate the company.

5 Click Save.
started.
If you want to add activities or notes, or view classes, eligible members, or

products, drill down on the policy number for the new quote and select the
appropriate view.

Changing Contact Information 7
With the Contacts screen, users can add activities, opportunities, service requests,
and policies with contacts, and change their personal address information.
To add an activity, opportunity, service request, or policy with a contact:

1 Select Contacts from the tab bar.
The My Contacts view appears.
2 Drill down on the last name of a contact.

The Contact Activities view appears.

Click Opportunities in the view bar to add an opportunity.
Click Service Requests in the view bar to add a service request.
Click Policies in the view bar to add a policy.
Remain on the Contact Activities screen to add an activity.
4 Click New in the list applet for the type of record you want to add.
5 Complete the fields and click Save.
To add a personal address to a contact:

1 Select Contacts from the tab bar.
The My Contacts view appears.
2 Drill down on the last name of a contact.

The Contact Activities view appears.
3 Click Personal Address in the view bar

4 Click Add in the Personal Addresses list applet.
5 Select one of the existing addresses, or click New to create a new address.

Gathering and Checking Auto Policy Underwriting Information
Gathering and Checking Auto Policy Underwriting

Information 7
The Underwriting view can be used to capture underwriting information about an

auto quote or policy, or to check on the underwriting status of a quote.
To gather auto policy underwriting data

The My Policies/Quotes view appears. Underwriting information can be
gathered by starting from any of the views on the Personal Policies screen.
2 Drill down on the policy number for an auto quote or policy.

3 Select Underwriting in the view bar.

The Underwriting view appears.

Gathering and Checking Auto Policy Underwriting Information
4 Edit and add underwriting information as desired, using the Edit button in the
Auto Policy or Driver Underwriting applets, or the New button in the License or
Accidents and Violations applets.
To check the underwriting status of an auto policy

The My Policies/Quotes view appears. Underwriting status can be viewed from
any view that contains a Policies/Quotes applet.

3 Select Underwriting in the view bar.

The Underwriting view appears.
4 Examine the Status and Sub Status fields in the Auto Policy applet.
Possible values for the Status and Sub Status fields are shown in the following
tables.
Field Comment
Status Values may include: New Business, Pending, Inforce,

Terminated, Not Taken, and Quote.
Sub Status Values may include: Application, Approved, Cancelled,

Disabled, Expired, In Underwriting, Lapsed, Matured, Not
Submitted, Paid Up, Pending, Premium Paying, Rejected,
Renewal, Submitted, Surrendered.
NOTE: Underwriting status can be checked on any view that contains an applet
with Status and Sub Status fields.

Managing Auto Policy Data
Managing Auto Policy Data 7
The most frequent rate-impacting changes to auto policy holder information are
changes in the drivers or vehicles that a policy covers. After making the changes,
the rate for the quote or policy should be recalculated.
To add a driver
The My Policies/Quotes view appears.

3 Select Drivers & Contacts in the view bar.

The Drivers & Contacts view appears.
4 Click Add on the Drivers/Contacts list applet.

The Add Driver/Contact view appears.

If the driver you want to add is listed, select him or her in the Add Driver/
Contact list applet.
The driver is added to the Drivers/Contacts list applet.
Click Add on the Drivers/Contacts list applet, then complete the fields and
click Save.
NOTE: The Drivers/Contacts list applet shows all the drivers/contacts in the
S_CONTACT table. This can be configured to show only the drivers belonging
to your organization.
The driver is added to the Drivers/Contacts list applet.

6 Click Vehicles in the view bar.

7 Click Assign Driver for the vehicle you want to assign a driver to.
8 For each driver or contact that will be covered by the policy, do the following:
Click New in the Assigned Drivers applet.
The record is added.
9 Click Back to Vehicles in the Vehicle applet.

10 Click Rate to recalculate the quote or policy premium.
To delete a driver


4 Select the Delete column for the driver you want to delete.
5 When prompted, confirm the deletion.
6 Click Vehicles in the view bar, and click Rate to recalculate the quote or policy
premium.

To replace a driver


4 Add a new driver and delete the old driver.

See“To add a driver” on page 7-124 and “To delete a driver” on page 7-125 for
instructions.
To add a vehicle

3 Click New on the Vehicles list applet.

The New Vehicle view appears.

The vehicle is added to the Vehicles list applet.
5 Click Assign Driver on the new vehicle record.

The Drivers and Contacts view appears.

6 For each driver or contact that will be covered by the policy, do the following:
Click New in the Assigned Drivers applet.
The record is added.
7 Click Back to Vehicles in the Vehicle applet.


Click the Add Coverages link in the Add Coverages field of the vehicle record.
Click Coverages in the view bar.
9 For each coverage, do the following:

Click New in the Coverages applet.
Click Select.
Select a coverage in the Pick Coverage applet.
Complete the fields for that type of coverage.
Click Save.
Click Back to Vehicles.

To delete a vehicle

3 Select the Delete column for the vehicle you want to delete.
4 When prompted, confirm the deletion.
To replace a vehicle

3 Add a new vehicle and delete the old vehicle.

See“To add a vehicle” on page 7-126 and “To delete a vehicle” for instructions.

Adding and Editing Pay Plans
Adding and Editing Pay Plans 7
With Siebel eAgent, users can add, view, and update pay plan information for auto,
property, and life policies. This section describes how to access the views for
entering pay plan information in Siebel eAgent. For more information about pay
plans, see the Siebel eInsurance Guide.
To create or edit a pay plan

The My Policies/Quotes view appears. Pay plans can be created and edited by
starting from any of the views on the Personal Policies screen.
2 Drill down on the policy number for an auto, property, or life policy.
The corresponding policy view appears.
3 Select Pay Plans from the view bar.

The Pay Plans view appears.
4 In the Pay Plans applet, click New to create a pay plan or click Edit to edit an
existing pay plan.
The types of pay plans that are supported in Siebel eAgent are listed in the
following table.
Pay Plans
Cash
Charge
Check
EFT
Third Party

Adding and Editing Pay Plans
5 Choose a contact to bill by doing the following:

Click Select in the Bill To Last Name field.
Select a contact to bill in the Pick Contact applet.
The Bill To Last Name and First Name fields are filled in.
Clicking Detail takes you to an applet where you can view or enter detailed
information about the selected method of payment.
6 If the address you want to bill to is not listed in the Billing Addresses applet, do
the following:
Click Add in the Billing Addresses applet.
The Add Billing Addresses view appears.
If the address you want to bill to is not listed in the Add Billing Addresses
applet, click New or Find to add another address to the list.
Select a billing address in the Add Billing Addresses applet.
The Pay Plans view appears, with the new billing address in the Billing
Addresses applet.
7 Click Edit for the address you want to bill to in the Billing Addresses applet.
8 Check the Bill To field and click Save.
The Bill To field is checked in the Billing Addresses applet.

Managing Claims
Managing Claims 7
Siebel eAgent provides the flexibility to either work with claims though the Claims
screen, or to work with claims through the Personal Policies screen. The Claims
screen can be accessed through the tab bar, or through the Claims view on the Auto
Policy or Property Policy screen. Claims can also have contacts and activities
associated with them.
Updating claims information through the Claims screen is more efficient if you are
working on a series of claims, and updating claims through the Personal Policies
screen is more efficient if you are already viewing a particular policy.
To open a claim from the Claims screen

1 Select Claims from the tab bar.
The My Claims view appears. Claims can be created from any of the views on
the Claims screen.
2 Click New in the Claim form applet.

3 Choose Open as the Status.

Managing Claims
5 Drill down on the claim number for the new claim.

The Loss Description view appears.
6 Click Edit in the Loss Description applet.

You are returned to the Loss Description view.
NOTE: The Next and Previous buttons in the Claim form applet switch forward
and backward through the list of existing claims. To enter an additional claim,
click New in the Claim form applet. To switch focus to a new policy, return to
Step 1 on page 7-131 of this procedure.
8 Click Contacts in the view bar.

9 Click Add to add contacts to the Claim Contacts applet.

Managing Claims
To edit or delete a claim from the Claims screen

1 Select Claims from the tab bar.
The My Claims view appears.
2 Drill down on the claim number for an auto or property claim.

The Loss Description view appears, showing details for that claim.
3 Click Edit or Delete, depending on which action you want to perform.

To edit, complete the fields and click Save.
To delete, confirm the deletion.
To open a claim from the Personal Policies screen

2 Drill down on the policy number for an auto or property policy.

3 Click Claims in the view bar.
The Claims view appears.
4 Click New in the Claims list applet.

You are returned to the Claims view.
6 Drill down on the Claim Number.

7 Drill down on the Claim #.

The Loss Description view appears.
8 Click Edit in the Loss Description applet.

9 Edit the fields and click Save.
You are returned to the Loss Description view.

Managing Claims
To edit or delete a claim from the Personal Policies screen

2 Drill down on the policy number for an auto or property policy.

The corresponding policy view appears.
3 Select Claims in the view bar.

The Claims view appears.
4 Click on the hyperlinked claim number.

5 Click on the hyperlinked claim number.

The Loss Description view appears, showing details for that claim.
6 Click Edit or Delete, depending on which action you want to perform.

To edit, complete the fields and click Save.
To delete, confirm the deletion.

Siebel Health Insurance eEnrollment 8
About Siebel Health Insurance eEnrollment . . . . . . . . . . . . . . . . . . . . . 8-2
The Siebel eEnrollment Web Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
Enrolling for Insurance Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4

Designating a Beneficiary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7
Administering Enrollees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-8
Providing and Viewing Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-9

Administering Literature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-10
Creating and Viewing FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-13

Administering FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-13
Displaying Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-14


About Siebel Health Insurance eEnrollment
About Siebel Health Insurance eEnrollment 8
Siebel Health Insurance eEnrollment is a Web-based interface that allows group

members to enroll themselves and family members in health coverage available
under their group’s health policy over the Internet.
Siebel eEnrollment provides group members with the following self-service

capabilities:
Enrollment. New and current members are guided through an enrollment process
based on their status as a new or current member. Current members can view
existing coverage and elect to remain under current coverage or change coverage
options. Normally, group members can enroll for coverage through eEnrollment
only during designated enrollment periods such as when they join the company,
or during open enrollment.
Personal Profile Management. Group members can update information such as

name, address, and telephone number for themselves, family members, or their
broker.
Provider search and assignment. Group members can search a directory of eligible
primary care physicians (PCPs) or physicians within their network. They can
add a PCP to their coverage selections at the time of enrollment. PCP searches
can be done using a number of criteria including specialty, language spoken, and
location.
Beneficiary designation. Group members can enter or update information about

their life insurance and 401K beneficiaries.

About Siebel Health Insurance eEnrollment
The Siebel eEnrollment Web Site 8
When users log in, the home page appears.
screens generally have different views and features associated with them. For
targeted information. Users can view and access their policies available for
enrollment, literature, and frequently asked questions (FAQs). With the Search
applet here and on most screens, users can do full text searches of database
records to resolve service issues on their own.
Literature. Users can view and download forms and product information.
Contact Us. Users can send messages to service agents, read messages from
service agents, and request a virtual meeting over the Web with a service agent.
Profile. Users can edit contact information, and passwords.

Enrolling for Insurance Coverage
Enrolling for Insurance Coverage 8
When a customer logs in to the Siebel eEnrollment application, a list of policies that
are currently available for enrollment appears. Within a policy there may be a
number of options that can be selected for enrollment, such as vision, dental, and
life insurance coverage in addition to major medical. Also, depending on the type
of product, the customer can specify different options for member enrollment:
Table 8-1. Products and Options
Product Options a customer can specify
All Members and effective dates
HMO Primary care physician
PPO Primary care network (corresponds to Facility in

Siebel Financial Services)
Group Life Beneficiaries
VGL Beneficiaries, and amount for each covered member
401K Beneficiaries
This section describes the procedures for accomplishing these various tasks.
Selecting a primary care physician is described under the topic of “Displaying
Providers” in “To select a primary care provider (for HMO or PPO only)” on
page 8-16.

To add a family member to the list of enrollable members

The customer’s home page appears.
2 Select Enrollees on the view bar.

The Enrollees view appears.
3 Click New in the Contacts applet.


To edit or delete the record for a family member

2 Select Enrollees on the view bar.

The Enrollees view appears.
3 Click Edit or Delete in the fields for the record you want to edit or delete.
If editing, change the applicable fields and click Save.
If deleting, confirm the deletion.
To enroll yourself or a family member for coverage

2 Click Enroll for the policy you want to enroll in.

The Product Selection view appears.
3 Click Enroll in the Member Selected Products applet for the product you want to
enroll in.
4 Click Enroll Member in the Members Enrolled on This Product applet.

5 Click Select in the Last Name field.
The list of enrollable members appears. See “To add a family member to the list
of enrollable members” on page 8-5 for information about adding members to
this list.
6 Select a member to enroll.

7 If desired, select a primary care physician (PCP).
See “To select a primary care provider (for HMO or PPO only)” on page 8-16 for
more information.
8 Click Save.

Designating a Beneficiary 8
Some types of products, such as 401K accounts and life insurance policies must
have beneficiaries designated for them as part of the enrollment process.
To name a beneficiary
2 Click Enroll for the policy you want to name a beneficiary for.
3 Click Enroll in the Member Selected Products applet for the product you want to
enroll in.
4 Click Enroll Member in the Members Enrolled on This Product applet.

See “To enroll yourself or a family member for coverage” on page 8-6 for more
information.
6 Click Add in the Add Beneficiaries field for the member you are enrolling.
7 Click Enroll Beneficiary in the Beneficiaries applet.
See “To add a family member to the list of enrollable members” on page 8-5 for
information about adding members to the list of people who can be named as
beneficiaries.
If multiple beneficiaries will share the proceeds, use the Percentage field to
indicate the percentage of the proceeds that will go to this beneficiary. The total
percentage of all beneficiaries must equal 100%.
9 Click Save.

Administering Enrollees 8
Before individuals can enroll themselves in policies that they are eligible for, the
primary enrollee must be associated with a group policy that has Inforce as the
value in its Status field and Renewal as the value in its Sub Status field. This value
in the Sub Status field is what triggers the availability of the Siebel eEnrollment
application for that policy. Within each organization, someone is designated to
enter this information about individuals. In smaller organizations, this will typically
be an owner or officer. In larger organizations, this will typically be a human
resources representative.

Providing and Viewing Literature
Providing and Viewing Literature 8
Customers can view and download forms that you make available to them. They
access these forms by clicking Literature on the tab bar.
The available forms are represented by records in the Literature table.
To view or download literature

1 Click Literature on the tab bar.
The Literature view appears.
2 Locate a document to view by using the Find Form applet or by clicking the Next
or Previous buttons to page through the listed documents.
3 Click on the document’s link in its Name field.

4 If you are prompted to open or save the document, open it to view or save it to
open and view later.

Administering Literature 8
A form must meet the following requirements to be displayed in the Literature view
or to be a result of a search using the Find Form applet:
It must reside in the Siebel file system.

Its record in the Literature table must have an Internal field value of FALSE, thus
allowing external publication.
Its record in the Literature table must have a Literature Type field value of Self-
Service Form.
It must be associated with the organization to which the Web site visitor is
associated, that is, the organization of the proxy employee through which the
user gets data visibility.
For information about adding new literature, see the Siebel Marketing
Administration Guide or the Siebel Financial Services Guide. The following
procedure describes how to make literature visible that already exists in the
literature database.

To expose literature
2 In the record for the literature you want to expose, set the Literature Type field
to Enrollment Form.
3 Uncheck the Internal field.

4 If necessary, add organizations whose members should have visibility to this

literature.
a Click the ellipsis to the right of the Organization field.

b Click New.
c Click on an organization record to select it, then click Add.

d Repeat Step b through Step c to add each applicable organization.

e Click Close.

Creating and Viewing FAQs
Creating and Viewing FAQs 8
a solution record. FAQs can be published internally or externally and are searchable.

Click Customer Service on the tab bar, then click FAQs on the view bar and
locate a frequently asked question.
Administering FAQs 8
Services Guide.

Displaying Providers
Displaying Providers 8
A provider or contracted provider is a doctor who contracts with a health plan to

provide care to its members. A provider can be designated as a primary care
provider (PCP) for one or more products offered by the health plan. Typically, a
member receives regular health maintenance from their primary provider and
consults their primary provider before seeing specialists for a health problem.
Members can do the following tasks with providers:
View profile information about providers

Search for providers based on criteria they provide
Change their primary care provider
that product.
eHealthcare Guide.
NOTE: There are two screens through which you can search for providers. By
selecting the Provider Search tab on the home page, you can search for providers
but not choose them as your primary care physician. By going through the
enrollment process, you can search for providers and choose them as your primary
care physician.

To view information about providers

2 Select Provider Search on the view bar.

The Provider Search view appears, with all available providers listed in the
Provider list applet.
3 Enter the desired search criteria in the Find Provider applet and click Search.
The contents of the Provider list applet is refreshed, showing only those
providers matching the specified search criteria.
4 Click on the hyperlinked last name of a provider.

The Provider Profile view appears, showing profile and specialty information
about the selected provider.

To select a primary care provider (for HMO or PPO only)

2 Click Enroll next to the policy for which a primary care provider will be selected.
3 Click Enroll for the product for which a primary care provider will be selected.
4 Click Edit for the member whose primary care provider will be selected.
5 Click Select in the Primary Care Provider field for HMO, or Primary Care
Network for PPO.
6 Enter search criteria in the Find form applet, and click Search.
The providers matching the search criteria are displayed in the list applet. You
can view more information about the listed providers by clicking on the
hyperlink for a provider or network. If you do not wish to choose any of the
listed providers or networks, enter new search criteria and click Search. When
you have chosen a provider or network, proceed to the next step.
7 Click the arrow in the Select field for the chosen provider or network.
8 Click Save.

Setting Up Provider Search 8
A member of a health plan can search for providers contracting with the health plan
that fit user-defined criteria, such as specialty or locale. The member can specify
one or more criteria. The result list includes providers that fit all of the criteria.
that product.
Search criteria can be entered in one or more of the ten fields in the Find Provider
form applet. The search results include all providers that fit all the criteria.
Text fields in the Find Provider form applet include First Name, Last Name, Street
Address, City, and Postal Code.
Criteria in text fields should not use quotes. Text strings in a field can use AND, OR,
or NOT as connectors. Criteria can contain wildcards. The asterisk (*) is a wildcard
for any string, and the question mark (?) is a wildcard for any character. For
example, searching on dat* will return records containing date, database, data
source, and so on. Searching on dat? finds records containing date, data, and so on.

Fields in the Find Provider form applet providing picklists are populated by the lists
of values in Table 8-1.
Table 8-1. Find Provider Form Fields
Field List of Values Type
Primary Specialty FINS_HLTH_SPECIALTY
All Specialties FINS_HLTH_SPECIALTY
State STATE_ABBREV
Country COUNTRY
Panel Status FINS_HLTH_PANEL
eHealthcare Guide.


Service Agents 8
to a service agent. Agents can respond to users’ messages by regular email. They
must create an Activity of type Email - Outbound and send the message to the user’s
email address.



screen. They can add contact addresses and add or modify contact preferences, and
login password. Default contact preferences include phone numbers, email address,
best time to call, and preferred language.
Contact preference changes and added or modified addresses are written directly to
the customer’s Contact record.
For information about administering login user names and passwords, see the

Index
A channel partner management,

account aggregation modifying 7-71
registering for 4-25 to 4-26 Marketing Development Fund, adding
unregistering for 4-27 plan to request 7-101 to 7-102
viewing 4-27 Actual Amount field 7-97
account aggregation, administering Actual Volume field 7-90
literature files, loading and linking 4-29 administration, setting up contact users for
to 4-30 multiple organizations,
steps described 4-27 to 4-28 guideline 2-45
system preferences, setting 4-31 Advanced Search link, using 7-64
Yodlee key file, installing 4-28 All Across Organizations, channel manager,
Account field access to views 7-23
Bond Trade view 5-17 All Activities view, checking for unassigned
Option Trade view 5-19 Web site messages 4-23
Stock Trade view 5-13 All Service Requests view, authorizing
Account Nickname field, displaying financial accounts to use Bill Pay 4-11
name 4-24 All Specialties field 6-15
Accrual Definition administration applet Amount Approved field 7-97
fields, table of 7-90 Amount field
accrual fund Fixed Fund Administration applet 7-88
about 7-82 Amount Requested field 7-97
checkbook, viewing 7-109 anonymous users, logging on as 3-6
Marketing Development fund, adding Applications screen, description of 3-5
to 7-89 to 7-90 Approval Log field 7-98
Accrual Rate field 7-90 Area field 4-11
Active field 7-84 assessment, entering a channel partner
activities company 7-66 to 7-67
channel partner, about assigning 7-40 Assigned To Field, assigning activities to
channel partner, assigning to 7-41 to employee 7-67
7-42 attachments
Marketing Development Fund, adding to channel partner company records, adding
request 7-100 to 7-72 to 7-73
activity plans channel partner company records,
channel partner management, modifying 7-74
entering 7-69 to 7-70
Version 6.3 Siebel Financial Services .COM Applications Guide 1

Index
channel partner, about sharing C

with 7-59 calculating
opportunity assigned to channel partner Max Mortgage Calculator, setting system
employee, adding to 7-60 to 7-61 preference 3-33
service request assigned to channel mortgage loans, about 3-6
partner employee, adding to 7-62 to call center messages, assigning to service
7-63 agents 8-19
auto policies call reports, viewing a channel partner
quote, creating 7-111 to 7-112 employee’s 7-43
underwriting data, checking Campaign field 7-98
status 7-123 campaigns
underwriting data, gathering 7-122 to associating with a view 1-18
7-123 associating with Web offer 1-16 to 1-17
auto policy data, managing catalogs
driver, adding 7-124 to 7-125 about and hierarchy 3-8
driver, deleting 7-125 catalog hierarchy, building 3-13 to 3-17
driver, replacing 7-126 channel partner organizations, about
vehicle, adding 7-126 to 7-127 assigning to 7-47 to 7-48
vehicle, deleting 7-128 channel partner organizations, assigning
vehicle, replacing 7-128 to 7-48 to 7-49
creating 3-12 to 3-13
B creating, process of 3-9
Base field 7-90 defining products 3-7
beneficiary, designating 8-7 display sequence, setting 3-18
Bill Pay categories
about 4-12 See Also products
authorizing financial accounts to catalog hierarchy, building 3-13 to 3-17
use 4-11 catalog, creating 3-12 to 3-13
searching for bill payment creating 3-10 to 3-11
transactions 4-13 decision issues, associating with 3-29 to
bill payments 3-31
about searching 4-12 display sequence, setting 3-18
searching for transactions 4-13 SmartScripts, activating 3-26 to 3-27
bills, paying Category field 7-97
Bill Pay, authorizing financial accounts to channel partner
use 4-11 See Also channel partner organizations;
payees, adding 4-10 to 4-11 channel partners, managing
bonds attachments, about sharing with 7-59
buying or selling 5-17 to 5-18 data assigning to channel partner,
symbols, searching for 5-12 working with 7-23
files, sharing with 7-72
limiting visibility to all divisions 7-34
2 Siebel Financial Services .COM Applications Guide Version 6.3

Index
login access, about 7-22 channel partner employees

positions and responsibilities, about attachment, adding to opportunity
defining 7-19 to 7-20 assigned to 7-60 to 7-61
channel partner company list of 7-20
See Also channel partner organizations; new employee, adding 7-21 to 7-22
channel partner, managing order, assigning to 7-56 to 7-58
about adding and process 7-12 quotes, viewing 7-55 to 7-56
assessments, entering 7-66 to 7-67 service request, adding attachment
assessments, modifying record 7-67 to 7-62 to 7-63
attachments, adding 7-72 to 7-73 channel partner management
attachments, modifying 7-74 activity plans, entering 7-69 to 7-70
contacts, assigning to 7-39 to 7-40 activity plans, modifying 7-71
contacts, entering 7-74 to 7-75 channel partner management activity
contacts, modifying record 7-40 entering 7-68
customer company, assigning to 7-35 modifying 7-69
customer company, modifying channel partner manager, channel partner
record 7-35 quotes, viewing 7-55 to 7-56
division record fields, table of 7-14 channel partner organizations
Marketing Development Fund request, See Also channel partner; channel partner
viewing and adding company; channel partners, managing
attachments 7-98 to 7-99 about adding 7-8 to 7-9
Marketing Development Fund, adding as catalogs and price lists, about assigning
participant 7-91 to 7-92 to 7-47 to 7-48
Marketing Development Fund, adding catalogs and products, assigning to 7-48
to 7-85 to 7-86 to 7-49
Marketing Development Fund, viewing all channel partner organization,
fund requests 7-106 adding 7-10 to 7-11
new channel partner company, literature, about sharing with 7-52
adding 7-13 to 7-18 literature, assigning to 7-53 to 7-54
notes, about adding 7-75 manager, specifying 7-9
notes, adding 7-76 price list, assigning 7-50 to 7-51
notes, modifying 7-76 channel partners, managing
organization chart, creating 7-77 to 7-79 See Also channel partner; channel partner
organization chart, modifying 7-79 company; channel partner
Partners form applet fields, table of 7-16 organizations
to 7-17 assessments of a channel partner
profile, entering 7-79 to 7-80 company, entering 7-66 to 7-67
profile, modifying 7-80 assessments of a channel partner
responsibility and viewing organization company, modifying record 7-67
data 7-20 channel partner company attachments,
service request, assigning to 7-32 to adding 7-72 to 7-73
7-33 channel partner company attachments,
service request, modifying 7-33 modifying 7-74
sharing information, about 7-23

Index
channel partner contacts, entering 7-74 contacts, assigning to company 7-39 to

to 7-75 7-40
channel partner management activity contacts, assigning to employee 7-37 to
plans, entering 7-69 to 7-70 7-38
channel partner management activity contacts, modifying record 7-40
plans, modifying 7-71 customer company, about assigning
channel partner management activity, to 7-34
entering 7-68 customer company, assigning company
channel partner management activity, to 7-35
modifying 7-69 customer company, assigning to
channel partner organization chart, employee 7-34
creating 7-77 to 7-79 customer company, modifying
channel partner organization chart, record 7-35
modifying 7-79 eBriefings screen of eChannel, setting
channel partner profile, entering 7-79 to up 7-58
7-80 literature, about sharing 7-52
channel partner profile, modifying 7-80 literature, assigning to 7-53 to 7-54
notes about channel partner company, marketing development fund request,
adding 7-76 adding attachment to 7-63 to 7-64
notes about channel partner company, opportunities, about assigning to a
modifying 7-76 channel partner 7-24
notes, about and types of notes 7-75 opportunities, assigning to channel
channel partners, sharing information with partner company 7-27 to 7-28
See Also channel partner; channel opportunities, manually assigning to
partner company; channel partner channel partner employee 7-25 to
organizations 7-26
activities, about assigning 7-40 opportunities, modifying 7-28
activities, assigning to 7-41 to 7-42 order, assigning to channel partner
activities, modifying record 7-42 employee 7-56 to 7-58
assigning information, ways to 7-23 policies, assigning to employee 7-44
attachments, adding to opportunity price lists, assigning 7-50 to 7-51
assigned to employee 7-60 to 7-61 search, about setting up fill-text
attachments, adding to service request search 7-64
assigned to employee 7-62 to 7-63 service requests, about assigning
call reports, viewing 7-43 to 7-28 to 7-29
catalogs and price lists, about assigning service requests, assigning to
to 7-47 to 7-48 company 7-32 to 7-33
catalogs and products, assigning to 7-48 service requests, manually assigning to
to 7-49 employee 7-30 to 7-31
channel partner employee’s quotes, service requests, modifying 7-33
viewing 7-55 to 7-56 sharing files, about 7-59
contacts, about assigning 7-36 solutions and FAQs, making available
to 7-45 to 7-46

Index
checkbook, viewing 7-109 registering, self-registering at web

Claims home page tab 6-5 site 2-33 to 2-35
claims, managing registering, using dedicated or thin
claim, opening 7-131 to 7-132 client 2-38 to 2-41
existing claims, editing from Personal required data, creating 2-19 to 2-23
Policies screen 7-133, 7-134 security authentication system, about
existing claims, editing from the Claims using 2-9 to 2-10
screen 7-133 to 7-134 security authentication system,
.COM applications administering 2-17 to 2-19
company logo, changing 1-8 security authentication system,
personalizing the home page 1-10 to Configuration File parameters, table
1-12 of 2-14 to 2-16
Comment field 3-31 security authentication system,
Configuration File parameters, for security configuring to use 2-11 to 2-13
adapters, table of 2-14 to 2-16 security authentication system,
confirmation email templates, information stored in 2-10
modifying 1-13 seed data, employee records
Contact fields, table of 2-5 provided 2-28 to 2-30
contact login seed data, viewing seed data
See Also contact login, conventional user queries 2-31
access; contact login, user access to contact login, user access to multiple
multiple organizations organizations
about 2-3 See Also contact login; contact login,
contact record fields 2-4 to 2-5 conventional user access
database visibility, providing 2-6 assigning position to the proxy
entitlement, adding 2-52 employee 2-48 to 2-49
login process and diagram 2-7 to 2-8 assigning responsibility to the proxy
security adapters, using 2-7 employee 2-50
strategies 2-2 creating new proxy employee
contact login, conventional user access record 2-46 to 2-47
See Also contact login; contact login, user guidelines 2-45
access to multiple organizations seed data queries, modifying 2-51
delegated administrators for accounts, Contact Us home page tab 6-5
about 2-24 Contact Us screen, description of 3-5
delegated administrators for accounts, contacts
adding in default organization 2-25 channel partner company, assigning
to 2-27 to 7-39 to 7-40
eapps.cfg file, editing 2-24 channel partner employee, assigning
login page, providing access to 2-9 to 7-37 to 7-38
post-registration tasks 2-42 to 2-44 channel partner, about assigning 7-36
registering, new user by delegated channel partner, entering 7-74 to 7-75
administrator 2-36 to 2-38 Contacts table, propagating changes to the
security adapter 2-33

Index
Contacts view, using 7-36 failure to administer the security

contract provider. See providers adapter 2-69
copying, disabling product registering new user 2-38 to 2-41
duplication 3-25 seed data query, using to add users 2-30
Country field 6-15 user administration 2-77
CTI toolbar, using to control phone delegated administrators
calls 1-39 channel partner contacts, access to
customer companies eChannel 7-74
channel partner company, assigning channel partner employee, about 7-20
to 7-35 delegated administrators, access for contact
channel partner company, modifying login
record 7-35 about creating delegated administrators
channel partner employee, assigning for accounts 2-24
to 7-34 adding for account in the default
channel partner, about assigning to 7-34 organization 2-25 to 2-27
Customer Satisfaction Survey logging in, about 2-4
about 6-19 to 6-20 making a regular registered user a
database table storing position 6-21 delegated administrator 2-43 to 2-44
viewing 6-21 registering new user 2-36 to 2-38
Customer Service home page tab 6-5 delegated administrators, access for
customers employee login
managing personal profiles 8-20 about 2-60
personal profiles, managing 6-28 assigning new employee delegated
administrator responsibility 2-68
D assigning position to new
database login, format 2-59 employee 2-66 to 2-67
Date Created field 7-98 creating a user in the security
Date Needed field 7-98 authentication repository 2-69
Dealer screen, about 7-12 creating new employee record 2-64 to
decision issues 2-65
about 3-28 creating organization, division, or
associating with categories 3-29 to 3-31 position 2-60
dedicated client creating responsibilities 2-61
configuring a data source for security making responsibilities available 2-61 to
authentication 2-18 to 2-19 2-63
failure to administer the security deleting
adapter 2-69 health insurance record for family
registering new user 2-38 to 2-41 member 8-6
user administration 2-77 user from security adapter 2-17
dedicated thin client Description field
configuring a data source for security Fund Administration list 7-84
authentication 2-18 to 2-19 Fund Participation applet field 7-92
Fund Participation list 7-86

Index
Display Flag field 3-31 FAQs, viewing 8-13

Display Sequence field 3-31 literature, exposing 8-11 to 8-12
division record literature, requirements to display 8-10
about 7-12 literature, viewing or downloading 8-9
fields, table of 7-14 messages, assigning to service
Divisions screen, about 7-12 agents 8-19
doctor. See providers personal profiles, managing 8-20
driver products and options, displaying 8-4
adding to auto policy 7-124 to 7-125 providers, about 8-14
deleting from auto policy 7-125 providers, searching for 8-14
replacing 7-126 providers, selecting primary care
provider 8-16
E providers, setting up search 8-17 to 8-18
eAdvisor. See Siebel eAdvisor providers, viewing information on 8-15
eapps.cfg file, editing 2-24 Web site, about 8-3
eBanking. See Siebel eBanking yourself, enrolling 8-6
eBrokerage. See Siebel eBrokerage electronic bill payment. See bills, paying
eChannel. See Siebel eChannel; Siebel email
eChannel, setting up assigning messages from users to service
eCollaboration agents 6-26 to 6-27
about 1-24 confirmation email templates,
client, configuring for personal modifying 1-13
information 1-38 employee login, creating delegated
client, installing 1-36 to 1-37 administrators
installation, software suite See Also employee login, setting up for
components 1-26 user access; employee login, user
installations and licensing prior to administration
installing eCollaboration 1-25 about 2-60
installing server 1-31 to 1-32 assigning new employee delegated
license key, obtaining 1-33 administrator responsibility 2-68
process of server components working, assigning position to new
described 1-26 to 1-27 employee 2-66 to 2-67
Web calls, making an agent eligible to creating a user in the security
receive calls 1-39 authentication repository 2-69
eEnrollment creating new employee record 2-64 to
about 8-2 2-65
beneficiary, designating 8-7 making responsibilities available 2-61 to
enrollees, administering 8-8 2-63
family member record, new organization, division, or position,
editing\deleting 8-6 creating 2-60
family member, adding 8-5 responsibilities, creating 2-61
FAQs, about creating 8-13

Index
employee login, setting up for user access end users, channel partner
See Also employee login, user employees 7-20
administration; employee login, Entitlement Contacts table, access to 2-52
creating delegated administrators entitlement verification
about 2-55 about 2-52
database login format 2-59 adding a contact to an entitlement 2-53
exceptions to configuring the security to 2-54
authentication system 2-59 enabling\disabling entitlement
login and database access, process and verification 2-52
diagram 2-56 to 2-58 eService. See Siebel eService; insurance;
providing access to your home health insurance
page 2-58 Estimated Volume field 7-90
security adapters, about 2-55 Explanation field 3-31
strategies 2-2 external funds transfers. See transfers
employee login, user administration external security authentication,
See Also employee login, setting up for configuring to use 2-11 to 2-13
user access; employee login, creating
delegated administrators F
adding an employee record 2-74 to 2-75 FAQs
assigning position and about
responsibility 2-76 to 2-77 creating, about 8-13
creating new position 2-71 to 2-73 service solutions, making available 4-21
using dedicated client or thin client 2-77 viewing 4-21, 8-13
employee record, adding for access to FAQs, making available
employee login 2-74 to 2-75 about FAQ documents 6-17
employees to channel partners 7-45 to 7-46
contacts, assigning to channel partner service solutions, making available 6-18
employee 7-37 to 7-38 solutions, viewing 6-18
customer company, assigning to channel viewing FAQs 6-17
partner 7-34 feedback
fund requests, authorizing for Customer Satisfaction Survey,
approval 7-94 about 6-19 to 6-20
policies, assigning to channel Customer Satisfaction Survey,
partner 7-44 viewing 6-21
service requests. manually assigning to financial accounts
channel partner 7-30 to 7-31 about 4-5
End Date field account information, viewing 4-6
Accrual Definition administration assigning separate sequence intervals to
applet 7-90 group financial accounts 4-8
Fixed Fund Administration applet 7-88 Bill Pay, authorizing to use 4-11
Fund Administration list 7-84 display sequence, about setting 4-7 to
Fund Participation applet field 7-92 4-8
Fund Participation list 7-86 display sequence, setting default 4-9

Index
financial products. See Siebel eAdvisor status, table of status values 7-107
Financial Services .COM applications status, viewing 7-108
preparing to install 1-7 Fund Target field 7-84
Find Provider form applet fund transfers. See transfers
fields and example 8-17
fields, table of 6-15 G
FINS Region Selection Applet, when logging group benefits
in to eAdvisor 3-3 home page tab 6-5
fixed fund viewing 6-9
about 7-82 group policies
checkbook, viewing 7-109 adding and modifying 6-8 to 6-9
Marketing Development Fund, adding assigning to channel partner
fixed amount to 7-87 to 7-88 employee 7-44
Fixed Fund Administration applet fields,
table of 7-88 H
frequently asked questions. See FAQs; FAQs, health insurance
making available beneficiary, designating 8-7
Fund Administration list fields, table Customer Satisfaction Survey,
of 7-84 about 6-19 to 6-20
fund approval authorization Customer Satisfaction Survey,
about setting up 7-93 viewing 6-21
employees, authorizing to approve 7-94 eEnrollment Web site, about 8-3
Fund Credits field 7-84 enrollees, administering 8-8
Fund field 7-97 enrollment, about 8-2
Fund ID field 7-84 eService web site, about 6-5
Fund Participation eService, about 6-2 to 6-4
applet field, table of 7-92 family member adding 8-5
list fields, table of 7-86 family member record,
fund requests editing\deleting 8-6
Marketing Development Fund, adding FAQs, about creating 8-13
activity plans to request 7-101 to FAQs, viewing 6-17, 8-13
7-102 group policies, adding and
Marketing Development Fund, modifying 6-8 to 6-9
attachments to 7-98 to 7-99 literature, exposing 8-11 to 8-12
Marketing Development Fund, initiating a literature, requirements to display 8-10
request 7-95 to 7-98 literature, setting visibility 6-24 to 6-25
Marketing Development Fund, viewing all literature, viewing or downloading 6-22,
fund requests for a channel 8-9
partner 7-106 messages, assigning from users to service
Marketing Development Fund, viewing agents 6-26 to 6-27
request 7-105 messages, assigning to service
reviewing, about 7-103 agents 8-19

Index
personal policies, adding and I

modifying 6-6 to 6-7 Image files, selecting 3-7
personal profiles, managing 6-28, 8-20 importing SmartScripts in the production
products and options, displaying 8-4 database 3-25
providers, about 8-14 installation
providers, changing primary care eCollaboration client, installing 1-36 to
provider 6-13 1-37
providers, searching for 8-14 eCollaboration server, installing 1-31 to
providers, selecting primary care 1-32
provider 8-16 Financial Services .COM applications,
providers, setting up search preparing 1-7
6-14 to 6-15, 8-17 to 8-18 Yodlee key file 4-28
providers, viewing information insurance
about 6-10 to 6-12 Customer Satisfaction Survey,
providers, viewing information on 8-15 about 6-19 to 6-20
service requests, about 6-16 Customer Satisfaction Survey,
service solutions, about 6-17 viewing 6-21
service solutions, making available 6-18 eService web site, about 6-5
solutions, viewing 6-18 eService, about 6-2 to 6-4
yourself, enrolling 8-6 FAQs, viewing 6-17
Health Insurance eService 1-3 to 1-4 group policies, adding and
health policies modifying 6-8 to 6-9
group health quote, creating 7-120 literature, setting visibility 6-24 to 6-25
individual health quote, creating literature, viewing or downloading 6-22
7-119 to 7-120 messages, assigning from users to service
Help home page tab 6-5 agents 6-26 to 6-27
HMO, selecting primary care provider 8-16 personal policies, adding and
Holdings view modifying 6-6 to 6-7
investment holdings, adding personal profiles, managing 6-28
holding 5-8 providers, changing your primary care
investment holdings, editing a provider 6-13
holding 5-9 providers, setting up search 6-14 to 6-15
home page providers, viewing information
about 6-5 about 6-10 to 6-12
eBanking 4-4 service requests, about 6-16
personalizing 1-10 to 1-12 service solutions, about 6-17
HTML thin client service solutions, making available 6-18
search tables 1-20 solutions, viewing 6-18
seed data query, using to add users 2-30 Insurance eService 1-3 to 1-4
insurance. See policies

Index
Interests view login access

interests, editing 5-11 channel partner, working with data
investment interests, adding a assigning to 7-23
interest 5-10 channel partners, about 7-22
internal fund transfers. See transfers login strategies 2-2
investment holdings logo, changing 1-8
holding, adding 5-8 Logout home page tab 6-5
holding, editing 5-9
investment interests M
interest, adding 5-10 marketing development fund request
interest, editing 5-11 attachment, adding to 7-63 to 7-64
Marketing Development Fund, using
J about and stages 7-81
Java runtime environment, supported by about creating and types of funds 7-82
eCollaboration 1-25 accrual funding, adding to MDF 7-89 to
JRun, servlet engine supported by 7-90
eCollaboration 1-25 activity plans, adding to fund
requests 7-101 to 7-102
L activity, adding to 7-100
Last Name field 4-11 attachments, adding to fund
LDAP (Lightweight Directory Access requests 7-98 to 7-99
Protocol) balance, viewing 7-104
creating more than one organizational channel partner company, adding 7-91
unit in subdirectory 2-16 to 7-92
security adapter specified example 2-12 channel partner company, adding to
using with Siebel Financial Services 2-9 fund 7-85 to 7-86
life policies, creating 7-115 to 7-118 channel partner company, viewing all
literature fund requests 7-106
channel partner organizations, about checkbook, viewing 7-109
sharing with 7-52 fixed amount, adding 7-87 to 7-88
channel partner organizations, assigning fund approval authorization, about
to 7-53 to 7-54 setting up 7-93
exposing 8-11 to 8-12 fund approval authorization, authorizing
files, loading and linking files 4-29 to employees to approve 7-94
4-30 fund request, about reviewing 7-103
form requirements 6-23 fund request, initiating 7-95 to 7-98
requirements to display 8-10 fund request, status values 7-107
setting visibility 6-24 to 6-25 fund request, viewing 7-105
viewing or downloading 6-22, 8-9 fund request, viewing status 7-108
Literature home page tab 6-5 new fund, creating 7-83 to 7-84
Locked field 7-84 Marketing Fund Requests list fields, table
of 7-97 to 7-98

Index
Max Mortgage Calculator, setting system Option Trade view, buying or selling
preference 3-33 options 5-18
messages options
assigning to service agents 8-19 buying or selling 5-18
from web users, checking for 6-27 symbols, searching for 5-12
mixed fund, about 7-82 order, channel partner employee, assigning
mortgage loans calculator 3-6 to 7-56 to 7-58
Mutual Fund Sales view, selling mutual Orders screen, making visible to channel
funds 5-15 partner 7-55
mutual funds Organization Analysis applet, displaying
exchanging 5-16 Contacts list 7-77
purchasing 5-14 organization chart
selling 5-15 creating for channel partner
symbol, searching for 5-12 company 7-77 to 7-79
Mutual Funds Exchange view, modifying for channel partner
exchanging 5-16 company 7-79
Mutual Funds Purchase view, organizations
purchasing 5-14 assigning catalogs and price lists 7-48
associating catalogs with 3-11
N channel partner, assigning to 7-24
Name field single division, creating responsibilities
Fixed Fund Administration applet 7-88 for 7-20
Fund Administration list 7-84 single organization, grouping multiple
Marketing Fund Requests list 7-97 channel partners companies 7-12
names/nicknames, in personal Owned By field 7-98
profiles 4-24
New field 7-97 P
notes Panel Status field 6-15
channel partner company, about Partner field
adding 7-75 Fund Participation applet 7-92
channel partner company, adding 7-76 Fund Participation list 7-86
channel partner company, Marketing Fund Requests list 7-97
modifying 7-76 Partner Manager Position field, specifying
manager of channel partner
O organization manager 7-9
open orders, managing Partner Record, about 7-12
cancelling 5-20 Partners Activities view, using 7-40
opportunities Partners form applet fields, table of 7-16 to
channel partner company, 7-17
assigning 7-27 to 7-28 Partners Organization Analysis view,
channel partner employee, manually viewing Organization Analysis
assigning 7-25 to 7-26 applet 7-77

Index
Partners screen positions, defined for channel partner

about 7-12 employees 7-19
activities, about entering 7-67 post-registration tasks
pay plans, creating or editing 7-129 to See Also registering users
7-130 assigning an account to a user 2-42 to
PCP (primary care provider). See providers 2-43
Period field giving registered user delegated
Accrual Definition administration administrator responsibility 2-44
applet 7-90 making a regular registered user a
Fixed Fund Administration applet 7-88 delegated administrator 2-43 to 2-44
Fund Administration list 7-84 PPO, selecting primary car provider 8-16
Fund Participation applet field 7-92 preferences, setting system preferences for
Fund Participation list 7-86 account aggregation 4-31
personal policies price lists
adding and modifying 6-6 to 6-7 channel partner organizations, about
home page tab 6-5 assigning to 7-47 to 7-48
personal profiles channel partner organizations, assigning
managing 6-28, 8-20 to 7-50 to 7-51
managing, about 4-24 price lists, setting
self-service management, about 8-2 about 3-23
personalization, setting up 1-10 row number, finding 3-22
PictureTalk Meeting application, part of setting a default price list 3-24
eCollaboration 1-26 viewing products 3-13
policies primary care provider (PCP). See providers
group policies, adding and Primary Specialty field 6-15
modifying 6-8 to 6-9 Private notes, about 7-75
personal policies, adding and Processed By field 7-98
modifying 6-6 to 6-7 Product Administration view, setting the
policies and quotes, creating default sequence of financial
See Also pay plans, creating or editing accounts 4-9
about 7-110 Product Advisors
auto policy quote, creating 7-111 to about 3-5
7-112 displaying on the Tools screen 3-32
channel partner, assigning to Product Advisor SmartScripts,
employee 7-44 activating 3-26 to 3-27
health policy, creating group product categories
quote 7-120 about and hierarchy 3-8
health policy, creating individual catalog, creating 3-12 to 3-13
quote 7-119 to 7-120 creating 3-10 to 3-11
life policies, creating 7-115 to 7-118 creating, process of 3-9
property policy quote, creating 7-113 to SmartScripts, activating 3-26 to 3-27
7-115 product duplication, disabling 3-25
Product field 7-90

Index
Product Line field 7-90 quotes

production database, importing channel partner employee’s,
SmartScripts 3-25 viewing 7-55 to 7-56
products screen, making visible to channel
channel partner organization, assigning partner 7-55
to 7-48 to 7-49
choosing in eAdvisor 3-5 R
defining 3-7 records
setting the region of a contact user 3-19 channel partner activities, modifying
Products screen, navigating Web site 3-5 record 7-42
profile channel partner assessments, modifying
channel partner company, entering record 7-67
7-79 to 7-80 channel partner company organization
channel partner company, charts, modifying record 7-79
modifying 7-80 channel partner company profile,
managing personal profiles 8-20 modifying record 7-80
Profile home page tab 6-5 channel partner company, modifying
property policy quote, creating record 7-74
7-113 to 7-115 channel partner contacts,
Provider Search tab, using 8-14 modifying 7-40
providers channel partner customer companies,
about 8-14 modifying record 7-35
changing your primary care channel partner management activity
provider 6-13 plans, modifying record 7-71
searching for 8-14 channel partner management activity,
selecting primary care provider 8-16 modifying record 7-69
setting up search 6-14 to 6-15, notes about channel partner company,
8-17 to 8-18 modifying record 7-76
viewing information about 6-10 to 6-12 opportunities, modifying 7-28
viewing information on 8-15 service request, modifying 7-33
proxies, providing database visibility to Region field 7-97
contact users 2-6 registered users
Proxy Employee fields, table of 2-6 giving delegated administrator
proxy employee record responsibility 2-44
assigning position 2-48 to 2-49 logging in, about 2-4
assigning responsibility to the proxy making a delegated administrator 2-43
employee 2-50 to 2-44
creating 2-46 to 2-47 registered visitors
logging in, about 2-3
Q login process 2-8
Qualifier field registering users
Bond Trade view 5-17 See Also post-registration tasks
Option Trade view 5-19 new user by delegated
Stock Trade view 5-13 administrator 2-36 to 2-38

Index
self-registering at web site 2-33 to 2-35 security adapters

using dedicated or thin client 2-38 to Configuration File Parameters, table
2-41 of 2-14 to 2-16
responsibilities deleting a user from repository 2-17
assigning position and responsibility for employee login, setting up for user
user access for employee login 2-76 access 2-55
to 2-77 propagating changes from the Contacts
creating for delegated table 2-33
administrators 2-61 using for contact users 2-7
defined for channel partner security authentication repository,
employees 7-19 propagating employee login data to
root category, about 3-8 repository 2-69
security authentication system
S about using 2-9 to 2-10
S_CONTACT table, configuring 7-124 administering 2-17 to 2-19
Salutation applet, about 6-5 Configuration File parameters, table
search of 2-14 to 2-16
advanced search, contrasting with Siebel configuring to use 2-11 to 2-13
Advanced Search 1-23 exception to configuring for employee
advanced search, performing 1-23 login 2-59
bill payment transactions 4-12 to 4-13 information stored in 2-10
eChannel, setting up full-text seed data
search 7-64 employee records provided 2-28 to 2-30
for stock, bond, mutual fund modifying queries for a new user 2-51
symbol 5-12 queries, adding new users 2-30
health insurance enrollment, setting up seed responsibilities for employee
provider search 8-17 to 8-18 users 2-61
health providers, setting up 6-14 to 6-15 viewing seed data queries 2-31
picking data to search and search self-registering
criteria 1-21 assigning an account to a user
for providers 8-14 2-42 to 2-43
search operatives and connectives, table at web site 2-33 to 2-35
of 1-21 to 1-22 service agents
searchable business components, table making eligible to receive calls 1-39
of 1-19 to 1-20 Web site users, about assigning messages
tables for HTML thin client 1-20 from 4-22 to 4-23
transactions 4-14 service entitlement verification
SecExternalUserAdministration, setting about 2-52
system preference 2-17 to 2-18 adding a contact to an entitlement
securities 2-53 to 2-54
entire security accounts, enabling\disabling entitlement
transferring 5-21 verification 2-52
partial securities accounts, service requests
transfers 5-22 about 6-16

Index
channel partner company, assigning bill payment, searching for

to 7-32 to 7-33 transactions 4-13
channel partner employee, adding bills paying, adding payees 4-10 to 4-11
attachment to 7-62 to 7-63 bills paying, authorizing Bill pay 4-11
channel partner, about assigning to 7-28 FAQs, viewing 4-20 to 4-21
to 7-29 financial account information,
eBanking, managing and viewing 4-19 viewing 4-5 to 4-6
eBrokerage, managing and viewing 5-23 financial accounts, about setting display
service solutions sequence 4-7 to 4-8
about 6-17 financial accounts, setting default
channel partners, about making sequence 4-9
available 7-45 group financial accounts, assign separate
channel partners, making available sequence intervals 4-8
to 7-45 to 7-46 personal profiles, managing 4-24
FAQs, about creating 8-13 service agents, assigning Web site
FAQs, viewing 6-17 messages to 4-22 to 4-23
making available 4-21, 6-18 transactions, searching for 4-14
publishing 6-18 Website, about 4-4
solutions, viewing 6-18 Siebel eBriefings, eChannel Web site, setting
viewing 4-21 up 7-58
Shared notes, about 7-75 Siebel eBrokerage
Siebel .COM applications. See .COM See Also transfers
applications about 5-2 to 5-3
Siebel Assignment Manager Administration investment holdings, adding a
Guide 7-29 holding 5-8
Siebel eAdvisor investment holdings, editing a
See Also decision issues holding 5-9
as part of Siebel Financial Services 1-2 investment interests, adding an
financial products, choosing 3-5 to 3-6 interest 5-10
Product Advisors, displaying on Tools investment interests, editing an
screen 3-32 interest 5-11
product duplication, disabling Web site 5-4 to 5-5
selecting a geographical region 3-3 Siebel eChannel
Universal Application, starting 3-6 about and chapter contents 7-3
Web site, navigating 3-5 Web site, about 7-4 to 7-6
Siebel eAutomotive, Partner and Dealer Siebel eChannel, setting up
screen 7-12 channel partner company, about adding
Siebel eBanking and process 7-12
See Also account aggregation channel partner employees, about adding
about 4-2 to 4-3 users 7-20 to 7-21
as part of Siebel Financial Services 1-2 channel partner organization, about
to 1-3 adding 7-8 to 7-9
bill payment, about searching for 4-12

Index
channel partner organization, literature, exposing 8-11 to 8-12

adding 7-10 to 7-11 literature, requirements to display 8-10
channel partner, about giving login literature, viewing or downloading 8-9
access 7-22 messages, assigning to service
new channel partner company, agents 8-19
adding 7-13 to 7-18 personal profiles, managing 8-20
new channel partner employee, products and options, displaying 8-4
adding 7-21 to 7-22 providers, about 8-14
positions and responsibilities, about providers, searching for 8-14
defining 7-19 to 7-20 providers, selecting primary care
stages of 7-7 provider 8-16
Siebel eCollaboration virtual meeting, providers, setting up search 8-17 to 8-18
about 1-36 providers, viewing information on 8-15
Siebel eMarketing, associating offer with yourself, enrolling 8-6
Siebel eSmartScript 1-15 Siebel Health Insurance eService. See health
Siebel ePartner, as part of Siebel Financial insurance 6-2
Services 1-5 to 1-6 Siebel Insurance eService. See
Siebel eSearch insurance 6-2
advanced search, contrasting with Siebel SmartScripts
Advanced Search 1-23 activating 3-26 to 3-27
advanced search, performing 1-23 importing into production
picking data to search and search database 3-25
criteria 1-21 solutions
search operatives and connectives, table See service solutions; FAQs
of 1-21 to 1-22 about 6-17
searchable business components, table FAQs, viewing 6-17
of 1-19 to 1-20 making available 6-18
Siebel eService viewing 6-18
about 6-2 to 6-4 Solutions Administration view, making
web site, about 6-5 service solutions available 4-21
Siebel Financial Services Start Date field
database credentials supported 2-10 Accrual Definition administration
linking to 2-9 applet 7-90
security adapter used 2-9 to 2-10 Fixed Fund Administration applet 7-88
Siebel Health Insurance eEnrollment Fund Administration list 7-84
about 8-2 Fund Participation applet field 7-92
beneficiary, designating 8-7 Fund Participation list 7-86
eEnrollment Web site, about 8-3 State field 6-15
enrollees, administering 8-8 Status field
family member record, Auto Policy applet, values, table
editng\deleting 8-6 of 7-123
family member, adding 8-5 Marketing Fund Requests list 7-97
FAQs, about creating 8-13 My Funds Requests view, description of
FAQs, viewing 8-13 fields 7-103

Index
stocks mutual funds, exchanging 5-16

buying or selling 5-13 to 5-14 mutual funds, purchasing 5-14
symbols, searching for 5-12 mutual funds, selling 5-15
Sub Status field options, buying or selling 5-18
Auto Policy applet, values, table stocks, buying or selling 5-13 to 5-14
of 7-123 symbols, searching for 5-12
triggering availability of enrollment 8-8 transactions, searching for 4-14
subcategories Transfer Assets view
about 3-8 entire security accounts,
caution, making categories transferring 5-21
subcategories 3-13 transferring partial securities
display sequence, setting 3-18 accounts 5-22
Summary view Transfer Funds view, transferring funds
searching for bill payment between two accounts/same
transactions 4-13 institution 4-15
transactions, searching for 4-14 transfers
Symbol field funds between two accounts with the
Bond Trade view 5-17 same institution, transferring 4-15
Option Trade view 5-19 funds into or out of an account,
Stock Trade view 5-13 transferring 4-16 to 4-18
symbols, searching for 5-12 funds to another institution, wiring,
system preferences transferring 4-18 to 4-19
determining views that display partial securities accounts,
offers 1-18 transferring 5-22
setting for account aggregation 4-31 securities 5-21
Type field
T Accrual Definition administration
Target Amount field applet 7-90
Fund Participation applet field 7-92 All Service Requests view 4-11
Fund Participation list 7-86 Fund Administration list 7-84
templates, modifying confirmation email
templates 1-13 U
thin client underwriting data
configuring a data source for security auto policy, checking status 7-123
authentication 2-18 to 2-19 auto policy, gathering data 7-122 to
seed data query, using to add users 2-30 7-123
Thumbnail Image File field, selecting Universal Application, about and
images 3-7 starting 3-6
Tools screen, description of 3-5 unregistered users
Tracking # field 7-97 contact record fields 2-4 to 2-5
Trades screen, searching for symbols 5-12 logging in, about 2-3
trading login process 2-8
bonds, buying or selling 5-17 to 5-18

Index
unregistered visitors, setting regions for a eChannel, using through the Web 7-4 to
contact user 3-19 7-6
user access messages, assigning to service
See Also contact login; contact login, agents 4-22 to 4-23, 8-19
conventional user access; contact WebSurfer, updating class path 1-27
user, user access to multiple What’s Important view
organizations decision issues, about 3-28
login strategies 2-2 decision issues, associating with
to your login page 2-9 categories 3-29 to 3-31
user administration wiring funds to another institution 4-18 to
adding an employee record 2-74 to 2-75 4-19
assigning position and workflow actions, sending an automated
responsibility 2-76 to 2-77 confirmation message 1-13
creating new position 2-71 to 2-73
using dedicated client or thin client 2-77 Y
Yodlee.com. See account aggregation
V
vehicle
adding to auto policy 7-126 to 7-127
deleting from auto policy 7-128
replacing on auto policy 7-128
Vertical field 7-97
viewing
group benefits 6-9
personal policy information 6-7
virtual meeting, installing 1-36 to 1-37
W
Web calls, making an agent eligible to
receive calls 1-39
Web help, configuring 1-9
Web offers, displaying
about 1-14 to 1-15
account aggregation 4-30
associating campaign with a view 1-18
associating Web offer with
campaign 1-16 to 1-17
creating Web offer 1-15
Web site
channel partner contacts, access to
eChannel 7-74
eBrokerage, home page 5-4 to 5-5

Index

S Fs Dotcom Apps

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SIEBEL eBUSINESS APPLICATIONS

SIEBEL FINANCIAL SERVICES

Windows® is a registered trademark of Microsoft Corporation.

Chapter 1. Siebel Financial Services .COM Applications

Version 6.3 Siebel Financial Services .COM Applications Guide iii

Adding Required Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-33

Chapter 2. User Access

iv Siebel Financial Services .COM Applications Guide Version 6.3

Chapter 3. Siebel eAdvisor

Chapter 4. Siebel eBanking

Version 6.3 Siebel Financial Services .COM Applications Guide v

Searching for Bill Payments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12

Chapter 5. Siebel eBrokerage

vi Siebel Financial Services .COM Applications Guide Version 6.3

Configuring Siebel eBrokerage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24

Chapter 6. Siebel Insurance eService and

Chapter 7. Siebel eChannel for Finance and Insurance

Version 6.3 Siebel Financial Services .COM Applications Guide vii

Sharing Information with Your Channel Partners . . . . . . . . . . . . . . . . . 7-23

vii i Siebel Financial Services .COM Applications Guide Version 6.3

Adding Activity Plans to Fund Requests . . . . . . . . . . . . . . . . . . . . . . . . . 7-101

Chapter 8. Siebel Health Insurance eEnrollment

Version 6.3 Siebel Financial Services .COM Applications Guide ix

x Siebel Financial Services .COM Applications Guide Version 6.3

Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2

How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3

What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4

Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-6

Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-7

Siebel Systems Welcomes Your Comments . . . . . . . . . . . . . . . . . . . Intro-9

Version 6.3 Siebel Financial Services .COM Applications Guide I n tr o - 1

Who Should Use This Guide Intro

This guide provides information necessary to implement, configure, and monitor

Marketing Persons responsible for setting up and maintaining a marketing

In t ro - 2 Siebel Financial Services .COM Applications Guide Version 6.3

How This Guide Is Organized Intro

This guide covers the following products:

Version 6.3 Siebel Financial Services .COM Applications Guide I n tr o - 3

What’s New in This Release Intro

Table 1. Siebel Financial Services .COM Applications Features (1 of 2)

Feature How Changed Where to Find Information

Siebel eBrokerage New in See Chapter 5, “Siebel

Siebel eEnrollment New in See Chapter 8, “Siebel Health

Account Aggregation New in See Chapter 4, “Siebel eBanking.”

In t ro - 4 Siebel Financial Services .COM Applications Guide Version 6.3

Table 1. Siebel Financial Services .COM Applications Features (2 of 2)

Feature How Changed Where to Find Information

Version 6.3 Siebel Financial Services .COM Applications Guide I n tr o - 5

Additional Documentation Intro

Configuring Siebel .COM Applications

Administrators and developers, such as marketing administrators, call center

In t ro - 6 Siebel Financial Services .COM Applications Guide Version 6.3

Another source of information is Siebel Online Help.

Contacting Siebel Technical Support Intro

To maximize your knowledge of Siebel products and your return on investment:

You must attend Siebel training to become a designated contact.

Siebel Technical Support is primarily Web-based; it can be accessed through

Designated contacts receive read/write access to Siebel SupportWeb. All other

To register for Siebel training, access http://www.siebel.com/education/ and

Version 6.3 Siebel Financial Services .COM Applications Guide I n tr o - 7

Please submit your technical issues and updates to Siebel SupportWeb

North America: +800 214 0400 or +1 650 295 5724

Brazil (São Paulo): +55 11 5110 0800