sieble培训材料2

1Module1:CommonSiebeleBusinessFunctionsandTermsSection1:Foundations2ModuleObjectivesAftercompletingthismoduleyouwillbeabletoidentifycommonfunctionsandterminologyusedinSiebelCallCenterWhyyouneedtoknowYouwillusethesefunctionsandtermsthroughoutthiscourse3DataisRetrieved,Organized,andPresentedEverySiebeleBusinessapplicationRetrievesbusinessdatafromEnterprisedatabaseOtherdatasourcesOrganizesthatdatabasedonabusinessmodelBusinessmodelisacollectionofbusinessentitiesPresentsthatbusinessmodelviatheuserinterface(UI)4CommoneBusinessEntitiesSomeofthemanyentitiesinSiebeleBusinessOpportunities,ServiceRequests,Accounts,Contacts,andActivitiesEachoftheseentitieshaveaspecificmeaninginSiebeleBusinessapplicationsYouwillbeexposedtothesebusinessentitieswhileusingSiebelCallCenter5AccountIsacompanyorbusinessexternaltoyourorganizationdeployingaSiebelapplicationCanrepresentAcurrentorpotentialclientAbusinesspartnerAcompetitororganizationHasanaccountteam,definingwhoispermittedtoviewandchangethedataYourCompanyInc.staffassignedtoeBooksInc.accountteamYourCompanyInc.deploysSiebelandconductsbusinesswitheBooksInc.eBooksInc.6OpportunityIsapotentialrevenue-generatingeventHasthefollowingcharacteristicsMaybeassociatedtoanaccountPotentialrevenueProbabilityofcompletionClosedateSalesmethodologyHasasalesteam,definingwhoispermittedtoviewandchangethedataWehavea90%chanceofclosingthelaptopdealwitheBooksInc.bytheendofthismonth.Potentialrevenueis$50,000.7ServiceRequestIsarequestfromacustomerforinformationorassistancewithaproblemrelatedtoproductsorservicespurchasedfromyourcompanyHasthefollowingcharacteristicsSeverityPriorityStatusIsownedbyONEemployee(doesnothaveateam)Hello!Ihaveaquestionregardingmyproductorder….HowmayIhelpyou?YourCompany,Inc.eBooks,Inc.8ContactIsanindividualexternaltoyourcompanywhoisassociatedwiththebusinessprocessHasthefollowingcharacteristicsNameE-mailaddressJobtitleHasanaccesslist,definingwhoispermittedtoviewandchangethedataYourCompany,Inc.BusinessPartnerCustomerBusinessPartner9ActivityIsaspecifictaskoreventtobecompletedHasthefollowingcharacteristicsAssignedtoaspecificemployeeforcompletionStartdateandduedateCanbeassociatedwithanaccount,opportunity,servicerequest,and/orcontactToDo:1.Scheduleteammeeting2.SendliteraturetoeBooks,Inc.3.Workonproposal10OrganizationIsagroupofusersinsideoroutsideofyourcompanyInside:Sales,Marketing,CustomerServiceOutside:ChannelPartners,Customers,Prospects11CommoneBusinessFunctionsCertainbusinessfunctionsarestandardamongSiebeleBusinessapplicationsYouwillbeexposedtothesefunctionswhileusingSiebelCallCenterAccountManagementActivityManagementContactManagementOpportunityManagementServiceRequestManagement12SummaryThismoduleexplainedcommonSiebeleBusinessfunctionsandterms;youwillpracticeusingtheseintheSiebelCallCenterapplication