Siebel CRM: Fundamentals Guide Siebel Innovation Pack 2017, Rev. A

Siebel CRM
Fundamentals Guide
Siebel Innovation Pack 2017, Rev. A
E52425-01
November 2017
Siebel CRM Fundamentals Guide, Siebel Innovation Pack 2017, Rev. A
E52425-01
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Contents
Preface ............................................................................................................................................................... xiii

Audience..................................................................................................................................................... xiii
Documentation Accessibility ................................................................................................................... xiii
Related Documents ................................................................................................................................... xiii
Conventions ............................................................................................................................................... xiii
1 What’s New in This Release

What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017, Rev. A ................... 1-1
What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017 ................................. 1-1
What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016, Rev. A ................... 1-2
What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016 ................................. 1-2
2 Getting Started with Your Application

Logging In to the Application................................................................................................................ 2-1
Demo Version of Siebel Application ............................................................................................... 2-2
Application Home Page .................................................................................................................... 2-2
Logging Out of the Application ............................................................................................................ 2-2
Closing the Browser........................................................................................................................... 2-2
Native Browser Features ......................................................................................................................... 2-3
About Access and Responsibilities in the Siebel Application........................................................ 2-3
Getting Started with Self Service Applications ................................................................................. 2-4
Registering on the Self Service Web Site......................................................................................... 2-4
Logging In to the Self Service Web Site .......................................................................................... 2-5
Logging Out of the Self Service Web Site ....................................................................................... 2-5
Obtaining a New Password for Self Service Applications........................................................... 2-5
Locale Support .......................................................................................................................................... 2-6
3 User Interface Overview

Elements of the Application Window.................................................................................................. 3-1
Application Banner .................................................................................................................................. 3-2
Side Menu............................................................................................................................................ 3-3
Application-Level Menu ................................................................................................................... 3-3
Menu Toolbar ..................................................................................................................................... 3-3
Application Toolbar................................................................................................................................. 3-4
iii
Second Level View Bar............................................................................................................................ 3-4
Third Level View Bar......................................................................................................................... 3-5
Fourth Level Subview Bar................................................................................................................. 3-5
Visibility Filter.......................................................................................................................................... 3-5
List ............................................................................................................................................................... 3-6
Using the Visibility Filter in Lists .................................................................................................... 3-6
Navigating Between Records in Lists ............................................................................................. 3-7
Horizontal Scrolling in Lists ............................................................................................................. 3-7
Expanding and Collapsing Lists ...................................................................................................... 3-7
Form ............................................................................................................................................................ 3-8
List and Form Toolbar ............................................................................................................................. 3-8
Sending Messages .................................................................................................................................... 3-9
Communications Panel ........................................................................................................................... 3-9
Application Screens .............................................................................................................................. 3-10
Home Pages for Screens ................................................................................................................. 3-11
Site Map .................................................................................................................................................. 3-11
Action Pane............................................................................................................................................. 3-12
Explorer Views....................................................................................................................................... 3-12
Application User Interface Behavior ................................................................................................. 3-13
4 Records, Fields, and Field Controls

Records ....................................................................................................................................................... 4-1
About Drilldown from the List View .............................................................................................. 4-1
Fields........................................................................................................................................................... 4-2
Required Fields................................................................................................................................... 4-2
Read-Only Fields................................................................................................................................ 4-2
Maximum Number of Characters.................................................................................................... 4-2
Resizing the Notes Field.................................................................................................................... 4-2
Text Fields.................................................................................................................................................. 4-2
Field Controls............................................................................................................................................ 4-3
Check Boxes............................................................................................................................................... 4-3
Option Buttons.......................................................................................................................................... 4-4
Drop-Down Lists ...................................................................................................................................... 4-4
Field Control Buttons .............................................................................................................................. 4-5
Calendar Control ...................................................................................................................................... 4-5
Calculator ................................................................................................................................................... 4-7
Currency Calculator ................................................................................................................................. 4-7
5 Selection Dialog Boxes

Launching Selection Dialog Boxes ....................................................................................................... 5-1
Associating Records Using a Single Selection Dialog Box .............................................................. 5-1
Associating Records with Existing Records ................................................................................... 5-2
Associating Records with New Records......................................................................................... 5-2
Associating Records Using a Multiple Selection Dialog Box.......................................................... 5-3
Associating Records with Existing Records ................................................................................... 5-3
Associating Records with New Records......................................................................................... 5-4
Querying for Records in a Selection Dialog Box ............................................................................... 5-4
iv
Finding Records in a Selection Dialog Box......................................................................................... 5-5
6 Record Management
Creating Records ...................................................................................................................................... 6-2
Creating Records Using Quick Fill ....................................................................................................... 6-2
Creating Quick Fill Templates ......................................................................................................... 6-3
Applying Quick Fill Templates to New Records .......................................................................... 6-3
Creating Records Using Quick Fill Templates............................................................................... 6-4
Creating Records Using the Last Quick Fill Template ................................................................. 6-4
Copying Records ...................................................................................................................................... 6-4
Editing Records......................................................................................................................................... 6-4
Changing Multiple Records ................................................................................................................... 6-5
Saving Records.......................................................................................................................................... 6-6
Canceling Changes to Records .............................................................................................................. 6-6
Deleting Records ...................................................................................................................................... 6-7
Associating Records Together ............................................................................................................... 6-7
Printing Records ....................................................................................................................................... 6-8
Using Field Hyperlinks in Records ..................................................................................................... 6-8
Displaying Record Count ....................................................................................................................... 6-8
Finding Information About Records .................................................................................................... 6-9
Accessing the About Record Dialog Box After a Merge ........................................................... 6-10
Identifying New Records..................................................................................................................... 6-10
Flagging Records ................................................................................................................................... 6-10
Adding Notes to Records ..................................................................................................................... 6-10
Merging Duplicate Records ................................................................................................................ 6-11
Attaching Files to Records ................................................................................................................... 6-12
Attaching Files Using the New File Button................................................................................. 6-12
Attaching Files Using Menu (the Cogwheel Icon) ..................................................................... 6-13
Attaching Files By Moving Files to the Attachments View ...................................................... 6-13
Attaching URLs to Records ................................................................................................................. 6-14
Attaching URLs Using the New URL Button ............................................................................. 6-14
Attaching URLs Using Menu (the Cogwheel Icon) ................................................................... 6-14
Attaching Emails and Email Attachments to Records.................................................................... 6-15
Organizing List Columns .................................................................................................................... 6-15
Sorting List Columns............................................................................................................................ 6-17
Sorting a Single List Column......................................................................................................... 6-18
Performing an Advanced Sort in Lists......................................................................................... 6-18
Locking List Columns .......................................................................................................................... 6-19
Resizing List Columns ......................................................................................................................... 6-19
7 Information Query
About Queries........................................................................................................................................... 7-1
Accessing the Query Control............................................................................................................ 7-2
About the Saved Queries Drop-Down List .................................................................................... 7-2
Predefined Queries ............................................................................................................................ 7-2
Case Insensitive and Accent Insensitive Queries .......................................................................... 7-2
v
Queries Toolbar ........................................................................................................................................ 7-3
Creating Queries for Records................................................................................................................. 7-3
Finding Records in Lists ......................................................................................................................... 7-4
Refining Queries ...................................................................................................................................... 7-5
Deleting Queries ...................................................................................................................................... 7-5
Canceling Long-Running Queries ........................................................................................................ 7-5
Using the Query Assistant...................................................................................................................... 7-6
About Using Default Queries ............................................................................................................... 7-7
About Querying a Telephone Number ............................................................................................... 7-7
Simple Query Operators ......................................................................................................................... 7-8
Compound Query Operators .............................................................................................................. 7-10
How Siebel CRM Handles Wildcards............................................................................................... 7-10
Tips for Queries..................................................................................................................................... 7-11
8 Information Search
About Search Functionality.................................................................................................................... 8-1
Performing a Basic Search ...................................................................................................................... 8-3
Performing an Advanced Find............................................................................................................... 8-4
Performing a Smart Answer Search...................................................................................................... 8-5
Performing a Smart Answer Search from Service Requests............................................................ 8-5
Performing an Advanced Oracle Secure Enterprise Search Operation ......................................... 8-6
Modifying Search Settings for Oracle Secure Enterprise Search ................................................... 8-7
9 iHelp
About iHelp ............................................................................................................................................... 9-1
Using iHelp to Complete Tasks............................................................................................................. 9-2
Using the iHelp Map ............................................................................................................................... 9-3
10 Task UI
About Task User Interface................................................................................................................... 10-1
Using Task UI ........................................................................................................................................ 10-2
Navigational Buttons for Task UI ...................................................................................................... 10-2
11 Synchronizing Data for Disconnected Use

About Data Synchronization .............................................................................................................. 11-1
Synchronization Process ...................................................................................................................... 11-2
12 Information Sharing
Using the Inbox...................................................................................................................................... 12-1
Running Reports ................................................................................................................................... 12-2
Emailing, Faxing, Paging, and Sending Outbound Wireless Messages..................................... 12-3
Sending Email from Applications................................................................................................. 12-3
Using the HTML Editor ................................................................................................................. 12-4
About Outlook (F9) Integration .................................................................................................... 12-5
Creating Bookmarks ............................................................................................................................. 12-5
vi
Importing Data into Applications...................................................................................................... 12-5
Exporting Data to an External File ..................................................................................................... 12-6
13 Calendar
About the Calendar ............................................................................................................................... 13-2
Calendar Formats................................................................................................................................... 13-3
Calendar Views ..................................................................................................................................... 13-4
Viewing Activities................................................................................................................................. 13-4
About Activity Defaults....................................................................................................................... 13-5
Recurring Activity Defaults ................................................................................................................ 13-5
Viewing Calendar Activities............................................................................................................... 13-5
Adding Activities to the Calendar ..................................................................................................... 13-6
Entering Activities Directly in the Calendar ............................................................................... 13-6
Deleting Calendar Activities............................................................................................................... 13-6
Creating Recurring Calendar Activities............................................................................................ 13-7
Changing Recurring Activities to Nonrecurring Activities ...................................................... 13-8
Deleting Recurring Calendar Activities ........................................................................................... 13-8
Adding Activities in the To Do List .................................................................................................. 13-8
Marking To Do Activities Complete ................................................................................................. 13-9
Changing Activities .............................................................................................................................. 13-9
Changing Nonrecurring Activities ............................................................................................... 13-9
Changing Recurring Activities...................................................................................................... 13-9
Rescheduling Activities ..................................................................................................................... 13-10
Changing Date Fields ................................................................................................................... 13-10
Moving Activities.......................................................................................................................... 13-10
Stretching Activity Borders ......................................................................................................... 13-11
Adding Participants to Activities ..................................................................................................... 13-11
Adding Contacts to Activities ..................................................................................................... 13-11
Adding Employees to Activities ................................................................................................. 13-11
Adding Resources to Activities................................................................................................... 13-12
Removing Participants from Activities........................................................................................... 13-12
Removing Contacts from Activities ........................................................................................... 13-12
Removing Employees from Activities ....................................................................................... 13-13
Removing Resources from Activities ......................................................................................... 13-13
Reassigning Activities ........................................................................................................................ 13-14
Using Alarms for Activities............................................................................................................... 13-14
Activating Alarms ............................................................................................................................... 13-15
Postponing and Dismissing Alarms................................................................................................ 13-15
Postponing Alarms ....................................................................................................................... 13-16
Dismissing Alarms........................................................................................................................ 13-16
Using the Participant Availability Subview .................................................................................. 13-16
About Using Group Calendars ........................................................................................................ 13-17
About Viewing Calendar Availability............................................................................................ 13-17
Granting Access to Your Calendar................................................................................................... 13-18
Saving Charts ....................................................................................................................................... 13-18
vii
14 Notifications
About Notifications .............................................................................................................................. 14-1
Notification Message Order........................................................................................................... 14-2
Disabling Notification Messages .................................................................................................. 14-2
Notification Caching Versus Directly Polling the Siebel Database ......................................... 14-2
About Web Notifications..................................................................................................................... 14-2
Scenario for Administering Notifications........................................................................................ 14-3
Process of Administering Notifications............................................................................................ 14-3
Enabling and Disabling Notifications .............................................................................................. 14-4
Enabling or Disabling Notifications in Mobile and Developer Web Clients........................... 14-5
Creating a Notification ......................................................................................................................... 14-5
Updating a Notification ....................................................................................................................... 14-6
About Automatically Updating Notification Text.......................................................................... 14-7
Sample Notifications Script ........................................................................................................... 14-8
Configuring Notifications Caching ................................................................................................... 14-9
Reviewing Notifications ...................................................................................................................... 14-9
Notification Button and Pane ...................................................................................................... 14-10
Notification Levels of Importance .............................................................................................. 14-11
15 CTI Toolbar
Logging In to the Communications System..................................................................................... 15-1
Logging Out of the Communications System ................................................................................. 15-1
Receiving Inbound Work Items ......................................................................................................... 15-1
Accepting an Inbound Work Item ................................................................................................ 15-2
Releasing an Inbound Work Item ................................................................................................. 15-2
Initiating Work Items ........................................................................................................................... 15-2
Releasing Work Items .......................................................................................................................... 15-3
Transferring or Conferencing Work Items....................................................................................... 15-3
Performing a Blind Transfer on the Active Work Item ............................................................. 15-3
Performing a Consultative Transfer on the Active Voice Call ................................................. 15-3
Creating a Conference for the Active Voice Call ........................................................................ 15-4
Pausing the Active Work Item ...................................................................................................... 15-4
Resuming a Paused Work Item..................................................................................................... 15-4
Forwarding Work Items ....................................................................................................................... 15-5
Changing to Not Ready State.............................................................................................................. 15-5
Changing to Ready State...................................................................................................................... 15-5
16 Chat
Logging in to Chat................................................................................................................................. 16-1
Accepting an Incoming Chat Manually ............................................................................................ 16-2
Opening an Automatically Accepted Incoming Chat .................................................................... 16-2
Responding to an Incoming Chat ...................................................................................................... 16-2
Sending a Message .......................................................................................................................... 16-3
Pushing a Web URL........................................................................................................................ 16-4
Sharing Information Using Smart Share...................................................................................... 16-4
Showing and Hiding the Chat Pane .................................................................................................. 16-5
viii
Switching Between Chat Sessions ..................................................................................................... 16-5
Transferring a Chat to a Workgroup ................................................................................................. 16-5
Transferring a Chat to Another Agent .............................................................................................. 16-6
Handling Transferred Chat Interactions .......................................................................................... 16-6
Releasing a Chat .................................................................................................................................... 16-6
Closing Chat Sessions .......................................................................................................................... 16-7
Showing and Hiding the Chat Dashboard....................................................................................... 16-7
Changing Agent Status ........................................................................................................................ 16-7
17 Email
Replying to Incoming Messages ........................................................................................................ 17-1
Resending Outgoing Messages .......................................................................................................... 17-3
Resending Outgoing Messages That have Failed........................................................................... 17-3
Using Templates in Outgoing Messages .......................................................................................... 17-3
Saving Drafts of Outgoing Messages................................................................................................ 17-4
Retrieving Drafts of Outgoing Messages ......................................................................................... 17-6
Saving Messages as a Template.......................................................................................................... 17-6
Specifying Preferences for Outbound Communications .............................................................. 17-7
Sending Email Messages Using an External Email Client............................................................ 17-8
18 User Preferences
About User Preferences........................................................................................................................ 18-1
Default Time Zone ................................................................................................................................ 18-2
Startup View........................................................................................................................................... 18-2
Navigation Options............................................................................................................................... 18-3
Themes .................................................................................................................................................... 18-3
About the Simplified User Interface............................................................................................. 18-4
Transition Effects .................................................................................................................................. 18-4
Applet Visualization............................................................................................................................. 18-5
Scroll Speeds for Tile Applets ............................................................................................................ 18-5
Confirmation Before Deleting Records Prompt.............................................................................. 18-5
Pause Behavior for Task UI ................................................................................................................. 18-6
Outbound Communications Preferences for Send Email ............................................................. 18-6
Default Queries ..................................................................................................................................... 18-8
Saved Queries ........................................................................................................................................ 18-8
Notifications Setup ............................................................................................................................... 18-8
View Links for Screen Home Pages................................................................................................. 18-10
Showing, Hiding, and Reordering Screens or Views .................................................................. 18-10
Showing or Hiding Screens ......................................................................................................... 18-10
Showing or Hiding Views............................................................................................................ 18-11
Changing the Order of Screens ................................................................................................... 18-11
Changing the Order of Views...................................................................................................... 18-11
Setting Up Default Views for Screens ........................................................................................ 18-12
Calendar Setup..................................................................................................................................... 18-12
Length of a Workday .................................................................................................................... 18-13
Default Calendar Activity Duration........................................................................................... 18-13
ix
Activating Alarms for All Calendar Activities ......................................................................... 18-13
Default Alarm Lead Times........................................................................................................... 18-14
Default Alarm Snooze Times....................................................................................................... 18-14
Email Prompts for Meetings........................................................................................................ 18-14
Default Calendar Formats............................................................................................................ 18-15
Setting Up Another User’s Calendar as Your Default Calendar............................................ 18-15
Default Display for Participant Schedule .................................................................................. 18-16
Maintaining Quick Fill Templates .................................................................................................. 18-16
Renaming Quick Fill Templates.................................................................................................. 18-16
Deactivating Quick Fill Templates ............................................................................................. 18-16
Reactivating Quick Fill Templates.............................................................................................. 18-17
Deleting Quick Fill Templates..................................................................................................... 18-17
Adding Quick Fill Template Options in an Applet Menu ...................................................... 18-17
User Profile Image Setup ................................................................................................................... 18-18
About Setting Up Synchronization Preferences ........................................................................... 18-18
About Availability Fields in the Profile View ............................................................................. 18-18
19 Accessibility
Accessibility in the Web Application................................................................................................ 19-1
Keyboard Navigation in Accessible Rich Internet Applications................................................. 19-2
Utilities for Visually Impaired Users ................................................................................................ 19-2
Screen Readers................................................................................................................................. 19-2
Utilities for Physically Disabled Users ............................................................................................. 19-3
20 Keyboard Navigation and Shortcuts

Keyboard Navigation ........................................................................................................................... 20-1
Keyboard Shortcuts............................................................................................................................... 20-3
Application Management Keyboard Shortcuts............................................................................... 20-3
Online Help Keyboard Shortcuts....................................................................................................... 20-3
General Navigation Keyboard Shortcuts ......................................................................................... 20-4
Layout Management Keyboard Shortcuts........................................................................................ 20-5
Record Management Keyboard Shortcuts........................................................................................ 20-5
Record Navigation Keyboard Shortcuts ........................................................................................... 20-6
Query Management Keyboard Shortcuts ......................................................................................... 20-6
Field Management Keyboard Shortcuts ........................................................................................... 20-7
Communication Management Keyboard Shortcuts ....................................................................... 20-7
Call Management Keyboard Shortcuts ............................................................................................. 20-8
Example Using Keyboard Shortcuts to Select the Displayed Columns ..................................... 20-8
Index
x
List of Figures
3–1 Main Elements of the Application Window ........................................................................... 3-2
3–2 Application Banner..................................................................................................................... 3-2
3–3 Options for Sending Messages.................................................................................................. 3-9
3–4 Example of the Communications Panel................................................................................ 3-10
3–5 Example of an Explorer View ................................................................................................ 3-13
4–1 Example of a Text Field in a Form............................................................................................ 4-2
4–2 Example of the Resizing Indicator for a Text Field................................................................ 4-3
4–3 Example of Check Boxes ............................................................................................................ 4-4
4–4 Example of Option Buttons ....................................................................................................... 4-4
4–5 Example of a Drop-Down List .................................................................................................. 4-4
4–6 Example of the Calendar Control ............................................................................................. 4-6
4–7 Example of the Calculator ......................................................................................................... 4-7
4–8 Example of the Currency Calculator........................................................................................ 4-7
5–1 Example of a Single Selection Dialog Box ............................................................................... 5-2
5–2 Example of a Multiple Selection Dialog Box........................................................................... 5-3
6–1 Example of the Change Records Dialog Box .......................................................................... 6-5
6–2 Example of the About Record Dialog Box .............................................................................. 6-9
6–3 Example of the Merge Records Dialog Box ......................................................................... 6-11
6–4 Example of the Columns Displayed Dialog Box ................................................................. 6-16
6–5 Example of a Sort Arrow in a Column Header .................................................................. 6-17
6–6 Example of the Sort Order Dialog Box.................................................................................. 6-18
6–7 Example of a List View with Locked Columns ................................................................... 6-19
7–1 Example of the Query Assistant Dialog Box........................................................................... 7-6
9–1 Example of an Expanded iHelp Item ....................................................................................... 9-1
11–1 Synchronization Process ......................................................................................................... 11-2
12–1 Example of the Send Email Dialog Box ................................................................................ 12-3
13–1 Example of the Calendar Screen ............................................................................................ 13-2
13–2 Example of Participant Availability Subview.................................................................... 13-16
13–3 Example of Calendar Availability ...................................................................................... 13-18
13–4 Example of a Chart ................................................................................................................ 13-19
14–1 Example of Notification Pane............................................................................................... 14-10
xi
List of Tables
1–1 What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017....................... 1-1
1–2 What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016, Rev. A......... 1-2
1–3 What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016....................... 1-2
3–1 Menu Toolbar Controls ............................................................................................................ 3-3
3–2 Application Toolbar Controls .................................................................................................. 3-4
3–3 Visibility Filter Values............................................................................................................... 3-6
3–4 Description of Navigation Buttons for Lists .......................................................................... 3-7
3–5 Description of Show More and Show Less Buttons.............................................................. 3-7
3–6 List and Form Toolbar............................................................................................................... 3-8
3–7 Main Elements for Screen Home Pages ............................................................................... 3-11
4–1 Description of Field Control Buttons ...................................................................................... 4-5
4–2 Description of Calendar Control Elements ............................................................................ 4-6
4–3 Description of Currency Calculator Fields............................................................................. 4-8
5–1 Description of Select Buttons ................................................................................................... 5-1
7–1 Common Buttons in Queries.................................................................................................... 7-3
7–2 Simple Query Operators ........................................................................................................... 7-8
7–3 Compound Query Operators ................................................................................................ 7-10
10–1 Navigational Buttons in Task Wizard.................................................................................. 10-2
13–1 Calendar Format Buttons....................................................................................................... 13-3
13–2 Where Activities Appear ....................................................................................................... 13-4
13–3 Default Values for Calendar Activity Fields....................................................................... 13-5
13–4 Default Values for End By Field ........................................................................................... 13-5
14–1 Field Names for the Broadcast Message Business Component ....................................... 14-7
14–2 Notification Levels of Importance ...................................................................................... 14-11
19–1 Levels of Bar Region for User Interface Areas.................................................................... 19-3
20–1 Application Management Keyboard Shortcuts .................................................................. 20-3
20–2 Online Help Keyboard Shortcuts ......................................................................................... 20-3
20–3 General Navigation Keyboard Shortcuts ............................................................................ 20-4
20–4 Layout Management Keyboard Shortcuts .......................................................................... 20-5
20–5 Record Management Keyboard Shortcuts .......................................................................... 20-5
20–6 Record Navigation Keyboard Shortcuts.............................................................................. 20-6
20–7 Query Management Keyboard Shortcuts............................................................................ 20-6
20–8 Field Management Keyboard Shortcuts .............................................................................. 20-7
20–9 Communication Management Keyboard Shortcuts .......................................................... 20-7
20–10 Call Management Keyboard Shortcuts................................................................................ 20-8
xii
Preface
This guide covers fundamental concepts and tasks related to Siebel Web applications.
Audience
This guide is intended for end users, system administrators, and administrators.
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle
Accessibility Program website at
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.
Access to Oracle Support

Oracle customers that have purchased support have access to electronic support
through My Oracle Support. For information, visit
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are
hearing impaired.
Related Documents
For more information, see the following documents on Oracle Technology Network:
■ Siebel Performance Tuning Guide
■ Siebel Search Administration Guide
■ Siebel Security Guide
■ Siebel Chat Guide
■ Siebel CTI Administration Guide
■ Siebel Email Administration Guide
■ Siebel Release Notes on My Oracle Support
Conventions
The following text conventions are used in this document:
xiii
Convention Meaning
italic Italic type indicates book titles, emphasis, a defined term, or
placeholder variables for which you supply particular values.
monospace Monospace type indicates commands within a paragraph, code in
examples, text that appears on the screen, or text that you enter.
xiv
1
What’s New in This Release
1
This chapter describes new product features.
Note: Siebel Innovation Pack 2017 is a continuation of the Siebel

8.1/8.2 release.
What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017,

Rev. A
This guide has been updated to correct or remove obsolete product and component
terms.
What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017

Table 1–1 lists the changes in this revision of the documentation to support this release
of the software.
Table 1–1 What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017
Topic Description
"Native Browser Features" on page 2-3 Modified topic. You can use the native spell
checking capabilities provided by your browser
and the zoom feature in your browser to increase
or decrease the size of screen content.
"Getting Started with Self Service New topics describing how to register for, log in
Applications" on page 2-4 to, log out of, and obtain a new password for the
Siebel Self Service Web site.
"Registering on the Self Service Web Site"
on page 2-4
"Logging In to the Self Service Web Site"
on page 2-5
"Logging Out of the Self Service Web Site"
on page 2-5
"Obtaining a New Password for Self
Service Applications" on page 2-5
"Navigating Between Records in Lists" on Modified topic. Navigation icons have changed.
page 3-7
"Attaching Emails and Email New topic. Describes how to directly attach emails
Attachments to Records" on page 6-15 or email attachments from Microsoft Outlook to
records in Siebel.
What’s New in This Release 1-1

What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016, Rev. A
Table 1–1 (Cont.) What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack
Topic Description
"How Siebel CRM Handles Wildcards" on New topic. Describes how Siebel CRM handles
page 7-10 wildcard searches.
Chapter 8, "Information Search" New chapter. Describes how to use search to locate
information in Siebel.
"Saving Charts" on page 13-18 Modified topic. Line, stackedbar, and scatter chart
formats are now supported.
"About Web Notifications" on page 14-2 New topic. Web notifications are supported for
incoming calls and chats.
"Accessibility in the Web Application" on New topic. Describes accessibility in Siebel Open
page 19-1 UI.
"Keyboard Navigation" on page 20-1 Modified topic. The description for TAB and
TAB+SHIFT has been updated.
What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016,

Rev. A
of the software.
Table 1–2 What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016, Rev.
A
Topic Description
Chapter 14, "Notifications" New chapter. This includes information about how
to use, administer, and review notification
messages for Siebel Business Applications.

of the software.
Table 1–3 What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016
Topic Description
"Fourth Level Subview Bar" on page 3-5 New topic. It includes information about the
fourth level subview bar.
"Menu Toolbar" on page 3-3 Modified topic. It includes information about the
Send icon.
"Sending Messages" on page 3-9 New topic. It includes information about sending
messages by using the menu toolbar.
"Creating Recurring Calendar Activities" Modified topic. It includes information about
on page 13-7 new field names. for recurring calendar activities.
"Application User Interface Behavior" on New topic. It lists some issues to note about the
page 3-13 Siebel user interface behavior.
"Using Alarms for Activities" on page 13-14 New topic. It includes information about using
alarms for activities.
1-2 Siebel CRM Fundamentals Guide

Table 1–3 (Cont.) What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack
Topic Description
"Activating Alarms" on page 13-15 New topic. It includes information about how to
activate alarms for calendars.
"Using the Participant Availability Modified topic. It includes more information
Subview" on page 13-16 about the functionality in the Participant
Availability Subview.
"Postponing and Dismissing Alarms" on New topic. It includes information about how to
page 13-15 postpone and dismiss alarms for calendars.
"Navigation Options" on page 18-3 Modified topic. It includes more information
about the navigation options in Siebel
applications.
"Activating Alarms for All Calendar New topic. It includes information about how to
Activities" on page 18-13 activate alarms for all calendar activities.
"Default Alarm Lead Times" on page 18-14 New topic. It includes information about how to
set up default alarm lead times in calendars
"Default Alarm Snooze Times" on New topic. It includes information about how to
page 18-14 set up default alarm snooze times in calendars.
"User Profile Image Setup" on page 18-18 New topic. It shows you how to set a user profile
image for the Siebel application, which involves
uploading a user profile image to Siebel Server.
"Communication Management Keyboard New topic. It lists the keyboard shortcuts you can
Shortcuts" on page 20-7 use to share information with others in Siebel
CRM.
"Call Management Keyboard Shortcuts" on New topic. It lists the keyboard shortcuts you can
page 20-8 use when calling others in Siebel CRM.
"Screen Readers" on page 19-2 Modified topic. It includes more information
about the user interface areas for level bar
regions.
What’s New in This Release 1-3


2
Getting Started with Your Application
2
This chapter describes how to get started with your Siebel Web applications, including
Siebel Self Service applications, from Oracle. It includes the following topics:
■ Logging In to the Application
■ Logging Out of the Application
■ Native Browser Features
■ About Access and Responsibilities in the Siebel Application
■ Getting Started with Self Service Applications
■ Locale Support
Logging In to the Application

You access the Siebel Web client application using a URL provided by your
organization.
To log in to the application
1. Use your browser to navigate to the URL provided by your organization.
A login screen appears.
Note: The language of the application screens is controlled by

language codes. Language codes used by applications use a
three-letter code, such as ENU for U.S. English, FRA for French, THA
for Thai, and so on. Your administrator provides the URL for the
language you want.
For more information about global deployments of Siebel Business
Applications, see Siebel Global Deployment Guide.
2. Enter your user ID and password.

Contact your administrator if you are not sure of your user ID or password.
3. (Optional) Click the HTML5 Browser Compatibility link on the login screen to
show your browser's compatibility with HTML5 features.
HTML5 is a core technology markup language of the Internet which is used to
structure and present content on the Web. If an HTML5 feature is not compatible
with your browser, then you can click the question mark icon to review more
information about that feature and about the limitations that you might experience
in your application because of this incompatibility.
Getting Started with Your Application 2-1

Logging Out of the Application
4. Click Login.
5. If the Browser Check dialog box appears, then follow the on-screen instructions.
Note: If the setting zone in your browser is set to medium or higher,

then you might see a security warning window when you launch the
application. To remove this window and make sure it does not appear
again, check the Always trust content from Oracle check box.
Demo Version of Siebel Application

If your organization sets up access to the Sample database, and you are running the
Siebel Mobile Web client, then you can familiarize yourself with the Siebel application
through the demo version. The demo application automatically logs you in and
connects you to the Sample database. You can add and delete information in the
Sample database while becoming familiar with the Siebel application.
Application Home Page

After you log in to the Siebel application, your home page appears. Your home page
shows items that are most useful to you while you use the Siebel application. For
example, your home page can show service requests if you are a call center agent,
opportunities if you are a salesperson, or a list of your daily activities. You might also
want to see your daily calendar so you can manage your daily appointments.
The records that appear in the My lists on the home page are determined by default
criteria that are set by your Siebel administrator. For more information about how the
records in these lists are filtered, contact your Siebel administrator.
Logging Out of the Application

After you use the Siebel Web client application, you exit it.
Note: Do not close the browser window by clicking Close (X) in the
upper corner of the page to exit the application. Automatic logout
upon closing the browser is not supported. Always log out of the
application explicitly by using the Log Out button.
To log out of the application

■ Complete either of the following steps:
– From the application menu, choose File, then Log Out.
– Click Settings on the menu toolbar on the application banner, and then click
Log Out.
Closing the Browser

Clicking Close (X) in the upper corner of a window rather than explicitly using the Log
Out button to exit a browser is not supported. It is recommended to set session time
out intervals as short as possible while maintaining usability, and to train users to log
out of the application by using the Log Out button.

About Access and Responsibilities in the Siebel Application
Native Browser Features

To view the screens and views that you previously accessed in your current session,
click the back and forward buttons in your browser. To find browser screens that you
recently accessed in the application, use the history feature for your browser, and click
the link you want from the list.
Note: Data record changes are not committed when you click the
browser back button. An implicit commit of data record changes when
a user clicks the browser back button cannot be supported in a
standards-based implementation. Users must commit changes
through supported methods. When transaction data changes are
pending for an applet, a line frames the title of the applet indicating
that the transaction is not complete. When the transaction is complete,
the frame is removed from the applet title.
Use the zoom feature in your browser to control how you see screen content, and use
the print feature in your browser to print records. For more information, see "Printing
Records" on page 6-8.
Your application uses the native spell checking capabilities provided by your browser.
To refresh data in your application, it is recommended that you use the query
functionality. For more information about querying, see "Information Query" on
page 7-1.
Your application also rebuilds the memory cache (view layouts). These view layouts
are your most frequently used views. For more information about view layouts and
the memory cache, see Siebel Performance Tuning Guide on Oracle Technology Network
(http://www.oracle.com/technetwork/indexes/documentation/index.html).
About Access and Responsibilities in the Siebel Application

You are assigned an employee login on the server with a unique ID and password. The
login assigned to you defines your job responsibilities, and the data you can access to
fulfill those responsibilities, when you log in to the Siebel application.
Responsibilities are defined for you by your Siebel administrator. They determine the
collection of views you see. For example, if you are a sales manager, then you need
views to manage your team’s accounts, contacts, and opportunities, but your sales
representatives do not need these views.
A position is the basis for determining the data you can access. It allows you to see
certain records but not other records. The position represents an assigned job title
within an organization. By assigning you a position (job title), the Siebel administrator
can determine the set of data you see. For example, a South American vice president of
sales does not see the same data as a North American sales representative.
Caution: Do not delete or merge positions because doing so renders

the primary position invalid.
The following factors can determine the records you see:

■ A record can be assigned an owner, meaning that it can be assigned to only one
person. Only the owner of the record can see it. This type of record is called a
personally owned record because only one user can own the record.

Getting Started with Self Service Applications
■ A record can be assigned to a team. Only the people who are team members in the
team for the record can see the record.
■ Companies can distribute records by organization. For example, users in the South
American region of an organization see only records for South America.
Companies with channel partners can also use organizations to partition data,
allowing their partners to access only the data that they need.

Siebel Self Service provides a Web site where customers can access service information.
Customers must register on the Siebel Self Service Web site and then log in to use the
Web site. Once registered and logged in, customers can view more details on the Web
site by clicking and drilling down on links.
To make Siebel Self Service available to your customers, you must integrate Siebel Self
Service with your company Web site by doing the following:
■ Installing Siebel Self Service
■ Deploying, configuring, and administering Siebel Self Service as an integrated part
of your company Web site.
For more information about installing and deploying Siebel Self Service, see Siebel Self
Service Administration Guide.
Related Topics
■ "Registering on the Self Service Web Site" on page 2-4
■ "Logging In to the Self Service Web Site" on page 2-5
■ "Logging Out of the Self Service Web Site" on page 2-5
■ "Obtaining a New Password for Self Service Applications" on page 2-5
Registering on the Self Service Web Site

If you do not register on the Self Service Web site, then you will only be able to access
limited functionality on the Web site. After registration, you must provide personal
and contact information about yourself, and create a user name and password for
yourself. When you access the site again, you must enter this user name and password
to log in to the site so that you can access additional functionality that is unavailable to
customers who do not register.
To complete the registration process, you must enter data in all the fields in the
registration form that have an asterisk (a star icon). At any time during this process,
click Cancel to stop the process and not create a registration record.
Customers can register on the Siebel Self Service Web site only after administrators
configure the LDAP security adapter for user authentication. For more information
about configuring the LDAP security adaptor, see Siebel Security Guide.
To register on the Self Service Web site
1. Click the Create an account link in the Log In applet on the home page.
2. In the User Registration view that appears, enter the appropriate data in the form
fields.
3. Review the terms and conditions for using the site, and select the check box at the
end of the form to indicate that you agree with the terms and conditions.
4. Click Register.

The home page appears again.
Logging In to the Self Service Web Site

After you register on the Siebel Self Service Web site, you can log in to the Web site to
access additional functionality.
To log in to the Self Service Web site
1. Enter the user name and password in the Log In applet on the home page.
2. (Optional) Click the HTML5 Browser Compatibility link in the Log In applet to
show your browser’s compatibility with HTML5 features.
HTML 5 is a core technology markup language of the Internet which is used to
structure and present content on the Web. If an HTML5 feature is not compatible
with your browser, then you can click the question mark icon to review more
information about that feature and about the limitations that you might experience
in the application because of this incompatibility.
3. Click Log In.
Logging Out of the Self Service Web Site

If you log in to the Siebel Self Service Web site, then log out of the Web site after you
finish using the available functionality.
To log out of the Self Service Web site
1. Click Settings in the upper corner of any page.
2. Click Logout.
The home page appears.
Obtaining a New Password for Self Service Applications

As a registered customer, you can obtain a new password if you forget your password.
Siebel Self Service automatically creates a new password for you, and you can change
this password after you use it to log in to the Siebel Self Service Web site.
To obtain a new password for the Self Service Web Site
1. Click the Forgot Your Password link in the Log In applet on the home page.
The Forgot Password form appears.
2. Enter information in the form, and click Submit.
The Challenge Question form appears.
3. Enter information in the form, and click Submit.
If your answer to the challenge question is correct, then a screen with a temporary
password appears.
4. Note your temporary password, and click Close.

Locale Support
Locale Support
Siebel supports numerous languages, up to double byte character support. Surrogate
pairs are not supported. For more information about Certifications, see article
1492194.1 (Doc ID) on My Oracle Support.

3
User Interface Overview
3
This chapter describes the user interface. It includes the following topics:
■ Elements of the Application Window
■ Application Banner
■ Application Toolbar
■ Second Level View Bar
■ Visibility Filter
■ List
■ Form
■ List and Form Toolbar
■ Sending Messages
■ Communications Panel
■ Site Map
■ Application Screens
■ Action Pane
■ Explorer Views
■ Application User Interface Behavior
Elements of the Application Window

Figure 3–1 shows the main elements of an example application window using the
default web application UI theme. Typically, the main elements of the application
window are:
1. "Application Banner" on page 3-2, which contains the following elements: side
menu, application-level menu, and menu toolbar.
2. "Application Toolbar" on page 3-4, which contains the following options: New
Query, Execute Query, Apply Target List, Save Target List, Site Map, How Do I,
Tasks, Reports.
3. "Second Level View Bar" on page 3-4, which appears immediately after the
application toolbar.
4. "Visibility Filter" on page 3-5, which appears on a screen or view in the application
(provided a visibility filter is available for the screen or view).
User Interface Overview 3-1

Application Banner
5. "List" on page 3-6, which consists of multiple records presented as rows.

6. "Form" on page 3-8, which typically appears after a list and contains the data for
the record you select in the list.
7. "List and Form Toolbar" on page 3-8, which appears on lists and forms.
Figure 3–1 Main Elements of the Application Window
Application Banner
The application banner, located in the application window, persists for all views.
Figure 3–2 Application Banner
The following items are available on the application banner:

1. "Side Menu" on page 3-3
2. "Application-Level Menu" on page 3-3
3. "Menu Toolbar" on page 3-3

Application Banner
Side Menu
The side menu (shown in Figure 3–2) is the first item located on the application
banner. It is characterized by three horizontal lines stacked on top of one another. Click
Side Menu to view a list of available screen names.
Application-Level Menu
The application-level menu (shown in Figure 3–2) is located on the application banner,
and might include the following options:
File, Edit, View, Navigate, Query, Tools, and Help.
The functionality provided by each of these menus depends on the application and the
configuration you use. Each menu option lets you perform a task. Look for topics in
this document that explain the task you want to perform to find out how to use a
menu and its options.
Menu Toolbar
The menu toolbar (shown in Figure 3–2) is located on the application banner and
includes the tools described in Table 3–1.
Table 3–1 Menu Toolbar Controls

Control Control Name Control Type Description Related Information
Advanced Drop-down Click the down arrow "Information Search"
Options list to access advanced on page 8-1
search options.
Search Toolbar Text box Click in the empty "Information Search"

single text field to on page 8-1
perform a basic
search.
Saved Queries Drop-down Click the down arrow "Information Query"
list to access contextual on page 7-1
saved queries.
Share Button Click to send email "Sending Messages"

messages, faxes, on page 3-9
pages, and outbound
wireless messages.
Communications Button Click to open the "Communications
communications Panel" on page 3-9
panel.
Notification Button Click to open the "Notifications" on

Notification pane to page 14-1
read notifications.
Settings Button Click to change "User Preferences" on

application behavior page 18-1
settings, such as,
startup view or
navigation control.

Application Toolbar
Application Toolbar
The application toolbar (shown in Figure 3–1) appears after the application banner in
the application window. Table 3–2 describes the tools available on the application
toolbar.
Table 3–2 Application Toolbar Controls

Button Button Name Description Related Information
New Query Starts a new query. "Information Query" on
page 7-1
Execute Query Executes a query. "Information Query" on

page 7-1
Apply Target List Applies a target list to a view. Siebel Applications

Administration Guide.
Save Target List Creates a target list. Siebel Applications

Site Map Displays the Site Map. "Site Map" on page 3-11
How Do I Accesses iHelp, which provides "iHelp" on page 9-1

guidance for tasks.
Tasks Activates a Task UI wizard to "Task UI" on page 10-1

guide you through a series of
steps to complete a specific task.
Reports Accesses reports for the screen "Running Reports" on
you are working in. page 12-2
Second Level View Bar

After selecting a screen, you must determine the record set that you want to view in
the screen. The record set names (or view names) appear in the second level view bar.
The second level view bar appears immediately after the application toolbar. It looks
similar to the view bars for other levels.Views can contain lists, forms, charts, explorer
formats, subviews, and so on.
An example of a second level view bar is shown in Figure 3–1. You access a second
level view by clicking the drop-down arrow in the second level view bar and then
clicking the view name.
The name of the active view is highlighted (or selected) in the list. If the name of the
view you want to use is not visible, then use the scroll bar on the side of the list to
scroll down to the view name.
You can configure your Siebel application to show the names for the second level view
bar in a link bar under screen tabs across the start of the screen, or in tree format on the
side of the screen. For more information, see "Navigation Options" on page 18-3.
Related Topics

Visibility Filter
■ "List" on page 3-6

■ "Form" on page 3-8
■ "Explorer Views" on page 3-12
Third Level View Bar

After selecting a view, you can drill down on a field in a record of the view to display
more view names in the third level view bar lower on the screen. The third level view
bar looks similar to the view bars for other levels.Views can contain lists, forms, charts,
explorer formats, subviews, and so on.
You access a third level view by clicking the drop-down arrow in the third level view
bar and then clicking the view name. The view displays more data for the record that
you drill down on. For example, if you drill down on a contact record in the Contacts
List of the Contacts screen, then when you click the Activities view name in the third
level view bar, activities that are associated with that contact record appear.
The name of the active view is highlighted (or selected) in the list. If the name of the
view you want to use is not visible, then use the scroll bar on the side of the list to
scroll down to the view name.
You can configure your Siebel application to show the names for the third level view
bar in tab format lower on the screen. For more information, see "Navigation Options"
on page 18-3.
You can specify the third level views that appear in the Siebel application. For more
information, see "Showing, Hiding, and Reordering Screens or Views" on page 18-10.
Related Topics
■ "List" on page 3-6
■ "Form" on page 3-8
Fourth Level Subview Bar

After you access a view in the third level view bar, a fourth level subview bar can
display subview names associated with the third level view. The fourth level subview
bar appears next to the third level view bar. Many third level views do not have a
fourth level subview. The fourth level subview bar looks similar to the view bars for
other levels.
You access a fourth level subview by clicking the drop-down arrow in the fourth level
subview bar and then clicking the subview name. The subview displays more data for
the third level view.
The name of the active subview appears in a different color than the color for the other
subview names in the list.
You can configure your Siebel application to show the names for the fourth level
subview bar in a link bar under the view tabs lower on the screen or when you hover
the curser over a view tab lower on the screen. For more information, see "Navigation
Options" on page 18-3.
Visibility Filter
An example of a visibility filter is shown in Figure 3–1. For more information, see
"Using the Visibility Filter in Lists" on page 3-6.

List
List
A list consists of multiple records, presented as rows. An example of a list is shown in
Figure 3–1. For information about determining the number of records in a list, see
"Displaying Record Count" on page 6-8.
Each record consists of multiple fields. The first record in a list is selected and
highlighted when you access the list. You can select a record in a list by clicking any
field in the record. Your selection highlights the selected record. If the field you click is
editable, then the field converts to edit mode, and you can enter a value in the field.
In a list, you navigate vertically to view data and scroll horizontally to view data.
This topic contains information about the following:
■ "Using the Visibility Filter in Lists" on page 3-6
■ "Navigating Between Records in Lists" on page 3-7
■ "Horizontal Scrolling in Lists" on page 3-7
■ "Expanding and Collapsing Lists" on page 3-7
Using the Visibility Filter in Lists

The visibility filter, which appears in list headers, lets you access a set of records by
filter values, such as My Accounts, My Team’s Accounts, and so on. An example of a
visibility filter bar is shown in Figure 3–1.
For example, you want to query for information about an account. However, you do
not own the account. The default filter value for the Accounts screen is My Accounts,
which displays only your account records. To see every account record that you can
access, use the visibility filter to choose the All Accounts filter value. You can then see
all of the account records that you can access.
Table 3–3 describes each filter value in the visibility filter. In this table, the Accounts
screen is used as an example, but these filters can appear in any screen. Because of
your responsibilities, you might not see some filters in this table.
Note: My views show your login name in the Team field if the field
appears in the view. All views show the login name of the primary
team member in the Team field if the field appears in the view.
Table 3–3 Visibility Filter Values

Filter Description
My Accounts Shows items that are specific to you. You are the only user who can see
these items, unless you are a member of a team that can access them.
My Team’s Accounts Allows a manager to look at the items belonging to that manager’s
team. For example, a manager can select the My Team’s Accounts
visibility filter and view the accounts that each team member is
currently working on. You cannot add a new record to My Team’s
Account view unless users report to you.
All Accounts Shows all accounts that you are permitted to access.
All Accounts Across Allows a user with the appropriate responsibilities to view all of the
Organizations accounts in all of the companies. This view is for companies that have
partnerships with other companies.

List
Navigating Between Records in Lists

Use the navigation buttons that appear at the end of a list to navigate between the
records in the list. Table 3–4 describes the navigation buttons.
Table 3–4 Description of Navigation Buttons for Lists

Button Button Name Description
First Record Set Navigates to the first record set.
Previous Record Set Navigates to the previous record set.
Next Record Set Navigates to the next record set.
Last Record Set Navigates to the last record set.
Note: There is no Go to First record or Go to Last record navigation

option. It is recommended that you use Search to reduce data sets.
The record number range for a list appears in the corner of the list, and shows the
number range for the records that appear in the list. The record number range changes
as you navigate between the records in the list. An estimate of the total number of list
records appears beside the record number range. You must navigate to the end of the
list to see the exact total number of list records beside the record number range.
Horizontal Scrolling in Lists

Use the horizontal scroll bar to navigate through all of the columns in a list. The
horizontal scroll bar appears before the vertical navigation buttons in lists that contain
more columns than can fit on the screen. For information about designating the
columns that appear on the screen, see "Organizing List Columns" on page 6-15.
Expanding and Collapsing Lists

Every list has a show more button or a show less button in the corner. Clicking Show
More or Show Less enables you to see more or fewer records in a list. Table 3–5
describes the show more and show less buttons.
Table 3–5 Description of Show More and Show Less Buttons

Show More Displays more records to expand a collapsed list.

Form
Table 3–5 (Cont.) Description of Show More and Show Less Buttons
Show Less Displays fewer records to collapse an expanded list.
Form
A form that appears after a list contains the data for the record you select in the list.
Also, when you drill down on a field in a record in a list, you see a form on-screen that
contains data for the record you drill down on. A form contains the data for one
record. An example of a form is shown in Figure 3–1.
If you are authorized to edit the information in a form, then you can change field data
directly in the form. Step off the form to save your changes. All required fields have an
asterisk (a star icon) next to the field name in the form.
In some cases, you can click the show more button to access a long form, and then
click the show less button to access the short form. These buttons appear in the corner
of the form. For examples of the show more and show less buttons, see "Expanding
and Collapsing Lists" on page 3-7.
Record navigation buttons are available on each form. Use the navigation buttons to
navigate to the next and previous form records.
The record number for a form appears between the record navigation buttons. The
record number changes as you navigate between forms. An estimate of the total
number of form records appears beside the record number (for example: 7 of 10+). You
must navigate to the last form to see the exact number of form records beside the
record number (for example: 15 of 15).
List and Form Toolbar

A toolbar appears on lists and forms. Table 3–6 describes the typical icons that appear
on the toolbar. Your application might contain additional icons or other elements on
each list or form toolbar.
Table 3–6 List and Form Toolbar

Screen Menu Click Menu (the cogwheel icon) to access a menu of options that
apply to the active form, list, explorer view, or selected record in a
list. Using the options in the menu, you can perform actions such
as copying, deleting, and advanced sorting.
New or Add Click New or Add (the plus (+) icon) to create a new record or add
an existing record.
In a list, clicking New inserts a new row at the start of the list so
you can create a record. In a form, clicking New displays a form
with empty fields that you can fill in to create a record.
Clicking Add opens a list from where you make further selections.
New Click New (the double plus (++) icon) to create a new record.
In a list, clicking New inserts a new row at the start of the list so
you can create a record. In a form, clicking New displays a form
with empty fields that you can fill in to create a record.

Communications Panel
Table 3–6 (Cont.) List and Form Toolbar

Save Click Save (the arrow-pointing-to-a-box icon) to save the selected
record.
Cancel Click Cancel (the arrow-pointing-up-and-back icon) to cancel

modifications to the selected record.
Delete Click Delete (the trash can icon) to delete the selected record.
Query Click Query (the magnifying glass icon) to start a query in a form
or list so that you can specify query criteria. For more information
about querying, see "Information Query" on page 7-1.
Sending Messages
You can send messages by clicking Share on the menu toolbar (shown in Figure 3–2).
Alternatively, you can send messages by choosing File on the application-level menu.
For more information, see "Emailing, Faxing, Paging, and Sending Outbound Wireless
Messages" on page 12-3.
Figure 3–3 shows the options for sending messages.
Figure 3–3 Options for Sending Messages
After you click Share on the menu toolbar, the following icons appear:
■ Email messages. Click to send email messages. On some screens, the Pick
Recipient dialog box might appear. After you select a recipient in the Pick
Recipient dialog box, and click OK, the Send Email dialog box appears. You
prepare the email message in this dialog box, and then click Send. For more
information, see "Sending Email from Applications" on page 12-3.
■ Faxes. Click to send faxes. On some screens, the Pick Recipient dialog box might
appear. After you select a recipient in the Pick Recipient dialog box, and click OK,
the Send Fax dialog box appears. You prepare the fax in this dialog box, and then
click Send.
■ Pages. Click to send pages. The Send Page dialog box appears. You prepare the
page in this dialog box, and then click Send.
■ Outbound wireless messages. Click to send outbound wireless messages. On
some screens, the Pick Recipient dialog box might appear. After you select a
recipient in the Pick Recipient dialog box, and click OK, the Send Wireless
Message dialog box appears. You prepare the outbound wireless message in this
dialog box, and then click Send.
Communications Panel
You can access the communications panel by clicking Communications on the menu
toolbar (shown in Figure 3–2) in your Web client application. The communications
panel contains the following elements: a header area, the communications toolbar, the

Application Screens
customer dashboard, and the chat pane. Depending on the deployment of your Web
client application, the communications panel might not contain all of these elements.
The communications panel can appear in a docked position or as a floating pane in
your client application. You can dock and undock it by clicking Dock or Undock.
When the communications panel is floating (undocked), you can move and position it
anywhere within the confines of the main application client area. In addition, you can
do the following:
■ Control the size of the communications panel by choosing a wide or narrow
display for the panel.
■ Modify the display of the communications toolbar by choosing to display more or
less of the toolbar.
■ Close the communications panel by clicking Close (X).
Figure 3–4 shows an example of the communications panel. For more information
about the communications panel and the communications toolbar, see Siebel CTI
Administration Guide. For more information about the chat panel and the customer
dashboard see Siebel Chat Guide.
Figure 3–4 Example of the Communications Panel
Application Screens
Information in the application is organized into screens. You access a screen by
clicking the Side Menu (shown in Figure 3–1) on the application banner, and then
clicking the appropriate screen name, such as Opportunities, Calendar, or Accounts,
from the list that appears. The name of the active screen appears in a different color
than the color for the other screen names in the list.
You can also use the Site Map to navigate to a screen. If you select from the Site Map a
screen name that does not appear in the screen list for the Side Menu, then the screen
name appears in the screen list when you navigate to that screen. This screen is visible
only for the current session. For more information, see "Site Map" on page 3-11.
You can configure your Siebel application to show the names for screens in tab format
across the start of the screen, or in a tree format on the side of the screen. For more
information, see "Navigation Options" on page 18-3.

Site Map
You can specify the screens that appear in the Siebel application. For more
information, see "Showing, Hiding, and Reordering Screens or Views" on page 18-10.
Icons appear next to screen names. A Siebel administrator can change these icons in
Siebel Tools. If you do not want to display these icons, then contact your Siebel
administrator.
Home Pages for Screens

A screen home page is a gateway to the common functions for that screen. Table 3–7
describes the main elements in screen home pages.
Table 3–7 Main Elements for Screen Home Pages

Element Description
Frequently Viewed An area that contains a list of links to the lists of data with which you
Screen name most frequently work. This list can be a combination of predefined
queries and visibility filters. For more information, see "View Links for
Screen Home Pages" on page 18-10.
Recent Records Recent items area that contains a list of the last five records that you
accessed (by drilling down on the record), created, or modified. This
enables you to return to a recent record with a single click. Recent records
are stored in your user preferences.
iHelp Task area that contains a list of links to the most important tasks for the
screen. When you drill down on a task, iHelp is launched to guide you
through the completion of the task.
Search Query area where you enter query criteria directly into the fields, and
click Go to navigate directly to the list with your query results.
Add Add area that you use to add new records. You complete the fields, and
click Add & Go to add the record to the database and navigate directly to
the form containing the new record you add.
Note: Multi-Value Groups (MVGs) are not supported on Rapid

Search or Rapid Add applets.
Site Map
Your organization determines the screens that appear in the application window.
These screens might be only a subset of the available screens. You access a screen by
clicking Side Menu on the application banner (shown in Figure 3–2), and then
selecting the screen name from the list of screen names. You can also use the Site Map
to access the screen.
If the screen name that you want does not appear in the list of screen names for the
Side Menu, then you can show that screen name with the other screen names so that
you can easily access the screen. For more information about specifying the screens
that appear in your Siebel application, see "Showing, Hiding, and Reordering Screens
or Views" on page 18-10.
To see a list of all the screens available to you, use the Site Map as shown in the
following procedure.
To navigate to a screen using the Site Map
1. Do one of the following:

Action Pane
■ From the application-level menu, choose Navigate, then Site Map.

■ Click Site Map on the application toolbar (shown in Figure 3–1).
2. (Optional) To restrict the hyperlinks that appear in the Site Map, enter appropriate
text in the field for searching.
3. In the Site Map, click the hyperlink for the screen you want to navigate to.
The Site Map displays the screen name and all the view names available in that
screen.
4. Click a hyperlink to navigate to the screen or view.
Action Pane
The action pane is a user interface element that displays the task pane, the iHelp pane,
and the Search pane. You can access the individual Action Pane controls in one of the
following ways:
■ Click the appropriate button on the application toolbar.
These buttons include the How Do I button and the Tasks button.
■ From the application-level menu, choose View, then Action Pane. The menu items
include iHelp and Tasks.
The state of the Action Pane is retained across your sessions. For example, if the Action
Pane is open in Task mode when you exit the application on Monday night, then the
Action Pane is open in Task mode when you log in on Tuesday morning.
Explorer Views
Figure 3–5 shows an example of an explorer view. An explorer view displays data in a
compact hierarchical format. Typically, you can access an explorer view from the
second level view bar.
An explorer view is an expandable tree view. The tree control appears in the side pane
of the main content area. You select the control for the tree branch that you want to
view, and the detail information for that tree branch appears in the main content area.
A folder in the tree preceded by an arrow contains other folders. Click the arrow to
expand the folder and show its contents. Click the arrow to collapse the folder again.
The list in the main content area always shows the contents of the selected folder in the
tree control.
Note: If you cannot access a parent record, then you cannot access
any of that record’s child or grandchild records in an explorer view,
even if you can access the child or grandchild records in other views.

Application User Interface Behavior
Figure 3–5 Example of an Explorer View

Some issues to note about the application user interface behavior include the
following:
■ Lock. The lock option is not supported in hierarchical list applets.
■ Pick lists and LOV’s. Pick lists and LOVs do not select a new value until a unique
match is made. If you are using auto-fill but an exact match is not made, then the
value reverts to the original. Double-quotes are not included when you select from
an LOV.
■ Quotes. Quotes are not included when you select an option from an LOV. Double
quotes are required for strings.


4
Records, Fields, and Field Controls
4
This chapter describes records, fields, and field controls in Siebel applications. It
includes the following topics:
■ Records
■ Fields
■ Text Fields
■ Field Controls
■ Check Boxes
■ Option Buttons
■ Drop-Down Lists
■ Field Control Buttons
■ Calculator
■ Calendar Control
■ Currency Calculator
Records
A record is a group of related data organized into fields. For example, information
about a contact, such as the last name, first name, address, and phone number, makes
up a contact record. A record can appear in a list of related records, such as a list of
contact records, or it can appear individually in a form.
In some situations, you cannot see every field associated with a record. To view
additional fields in a record, you can drill down on a field in the record in a list. You
can also show more columns for a record, and then use the horizontal scroll bar, if
necessary, to see the rest of the fields.
About Drilldown from the List View

Drilldown from the List view changes focus to the detail applet on the detail view.
Since the focus is usually on the second applet (for example, detail activities), an
attempt is made to show the entire applet. This might result in part of the title and
some buttons in the title area being hidden. You can press Page Up to immediately see
the previous applet header information or scroll using the mouse tablet or keyboard
actions.
You can modify this behavior by doing the following:
Records, Fields, and Field Controls 4-1

Fields
■ Reducing the number of rows displayed in the detail applet thereby allowing the
view to render with everything visible initially.
■ Changing the focus to the previous applet in the detail view by controlling the
focus behavior. For more information about controlling the focus behavior, see
article 1622877.1 (Doc ID) on My Oracle Support.
Related Topics
■ "Horizontal Scrolling in Lists" on page 3-7
■ "Using Field Hyperlinks in Records" on page 6-8
■ "Organizing List Columns" on page 6-15
Fields
A field is a location in a record in which a particular type of data is stored. For
example, a contact record might contain the following fields: last name, first name,
address, and phone number. A field is characterized by its maximum length and the
type of data (for example, numeric or alphabetic) it can contain.
Required Fields
In the application, required fields have an asterisk (a star icon) next to the field name.
You cannot save a record until you enter data in the required fields.
Read-Only Fields
If a field is disabled, then the field is read-only, and you cannot change the field
content.
Maximum Number of Characters

Many fields can hold only a specific number of characters. For alphabetic and
alphanumeric fields, the allowed number of characters varies in the application.
Numeric fields can hold up to a maximum of 22 characters.
Resizing the Notes Field

You can dynamically size the Notes field so that it is in line with the user interface.
However, be aware that resizing the Notes field might result in dynamically changing
the screen layout.
Text Fields
You can type text directly into a text field. You click in the field before typing this text.
Figure 4–1 shows an example of a text field in a form.
Figure 4–1 Example of a Text Field in a Form
To more easily enter text in text fields that can contain a large amount of text, you can
click to select the resizing indicator in the corner of the field and then move the

Check Boxes
resizing indicator to make the field larger. You can also use the resizing indicator to
make the field smaller. In some browsers, you must click in the text field to see the
resizing indicator.
Figure 4–2 shows an example of the resizing indicator for a text field.
Figure 4–2 Example of the Resizing Indicator for a Text Field
Developers can customize the Siebel application to save or to not save the size of a
field that you resize. They can also customize the Siebel application to not use this
resize feature for fields.
Field Controls
You can enter data into the Siebel application by typing directly into fields or by using
field controls. A field control can be a check box, a drop-down list, a button, and so on.
Field controls allow you to do such things as choose from a list of predefined values,
enter values in a multi-value field, specify dates, and calculate values.
A field control can appear within a form or as part of a record in a list. In a list, the
field control appears when you click in a field that includes it. To use a field control to
edit a record in a list, click the control to activate it. In a form, you can see the field
controls if they are available.
Related Topics
■ "Check Boxes" on page 4-3
■ "Option Buttons" on page 4-4
■ "Drop-Down Lists" on page 4-4
■ "Field Control Buttons" on page 4-5
Check Boxes
Click the box beside or after an option to select or clear the check box. When you click
an empty box, a check mark or an X appears in the box. If you click a box that is
selected, then the check mark or X disappears.
Figure 4–3 shows an example of check boxes.

Option Buttons
Figure 4–3 Example of Check Boxes
In query mode, check boxes have a third possible state. For more information about
using check boxes in query mode, see "Tips for Queries" on page 7-11.
You can press the space bar to select and deselect check boxes.
Option Buttons
Option buttons, also called radio buttons, allow you to choose one of several options
in a set. An option button appears empty when not selected, and full or filled in when
selected. You cannot select more than one option button in a set.
Figure 4–4 shows an example of option buttons. On your keyboard, you can use the up
or down navigation arrows and the space bar to select the option.
Figure 4–4 Example of Option Buttons
Drop-Down Lists
A drop-down list enables you to click a down arrow next to a field to select from a list
of available values. You can type the field value in a field for drop-down list. You can
also type part of the text string for a field value to automatically decrease the number
of available values that appears in the drop-down list for the field, and then you can
select the appropriate value for the field.
Figure 4–5 shows an example of a drop-down list.
Figure 4–5 Example of a Drop-Down List

Calendar Control
Field Control Buttons

The field control buttons appear in many fields. Table 4–1 describes these buttons. You
use field controls to work with records in the application.
Table 4–1 Description of Field Control Buttons

Button Button Name Description Related Topic
Calculator Launches a calculator for entering "Calculator" on page 4-7
amounts.
Calendar select Launches a calendar control for entering a "Calendar Control" on
date and optionally, time, in a date or date page 4-5
and time field. You can also type a date (or
date and time) directly into a field.
Currency Launches the currency calculator. "Currency Calculator"
calculator on page 4-7
Multiple select Launches a multiple selection dialog box. "Associating Records
Using a Multiple
Selection Dialog Box"
on page 5-3
Single select Launches a single selection dialog box. "Associating Records
Using a Single Selection
Dialog Box" on page 5-1
Telephone Launches the default telephone application None
on for your device. This feature is
device-dependent.
Calendar Control
You use the calendar control to select date and time information for a field. You access
the calendar control by clicking the calendar select button in a date field or a date and
time field.
Figure 4–6 shows an example of the calendar control.
Note: The current date is not assumed as the default when using the
calendar control. An explicit click is required to make a selection.

Calendar Control
Figure 4–6 Example of the Calendar Control
Table 4–2 describes each element of the calendar control.
Table 4–2 Description of Calendar Control Elements

Element Description
Month and Year Shows the month and year. Use the navigation arrows to go to the next and
previous month. Use the drop-down arrow next to the month to select a different
month, and use the drop-down arrow next to the year to select a different year.
Calendar Shows the calendar for the month. Use the calendar to select a date by clicking
the date in the calendar.
Time field Shows the time. This field appears only if you access the calendar control for a
field that requires a time.
Hour slide bar Sets the hour in the Time field. This field appears only if you access the
calendar control for a field that requires a time.
Minute slide Sets the minute in the Time field. This field appears only if you access the
bar calendar control for a field that requires a time.
Now button Sets the value for a date field to the current date and the value for a date and
time field to the current date and time.
Done button Saves your selections. If you do not want to save your selections, then click
outside of the control to cancel your selections.
Note the following about selecting a date:

■ When you query a date field that has a calendar select button to display the
calendar control, then you must include the date field value in quotes if you
execute the query without specifying a time. For more information about entering
query criteria, see "Simple Query Operators" on page 7-8.
■ Planned Start is a date and time field (not just a date field), and this allows a high
granularity when searching.
■ When specifying a date and time, the calendar control remains open until Done is
selected.
■ You cannot enter an incorrect value for a date. For example, if you enter a date of
221/45/1902, then your entry is not populated in the field. When you enter only
two digits to represent a year, an assumption is made about whether the digits are

Currency Calculator
preceded by 19 or 20 (19xx or 20xx). If the two digits are greater than or equal to
50, then the year of 19xx is assumed. If the two digits are less than 50, then the year
of 20xx is assumed.
Note: You can set Strict Date Format in System Preferences. This
preference enforces a deployment-wide standard date format and
overrides all display formats defined in Siebel Tools. It applies only to
date information. For example, if a control is set to MM/DD/YY
hh:mm in Siebel Tools when the strict date format is set to
DD/MM/YYYY, then the date portion of that control is replaced by
the strict date format, and the resulting format is DD/MM/YYYY
hh:mm.
Calculator
You access the calculator by clicking the calculator button that appears in a field for an
amount.
Figure 4–7 shows an example of the calculator.
Figure 4–7 Example of the Calculator
Currency Calculator
You access the currency calculator by clicking the dollar sign button that appears in a
field for a currency amount. You can use the currency calculator to specify financial
transaction information in foreign currencies.
Figure 4–8 shows an example of the currency calculator.
Figure 4–8 Example of the Currency Calculator
Table 4–3 describes each field control in the currency calculator.

Currency Calculator
Table 4–3 Description of Currency Calculator Fields

Field Field Control Description
Currency Code Single select button Launches a dialog box where you can select the
country and currency code.
Exchange Date Calendar select button Launches the calendar control where you can select
the exchange date. The field does not appear in all
currency calculators. For more information, see
"Calendar Control" on page 4-5.
Amount Calculator button Launches the calculator where you can enter the
amount. You can also type the amount directly into
the field. For more information, see "Calculator" on
page 4-7.

5
Selection Dialog Boxes
5
This chapter describes how to use selection dialog boxes in Siebel applications. It
■ Launching Selection Dialog Boxes
■ Associating Records Using a Single Selection Dialog Box
■ Associating Records Using a Multiple Selection Dialog Box
■ Querying for Records in a Selection Dialog Box
■ Finding Records in a Selection Dialog Box
Launching Selection Dialog Boxes

Buttons launch selection dialog boxes. Table 5–1 describes these buttons.
Table 5–1 Description of Select Buttons

Single select button Launches a single selection dialog box. This dialog box
applies to pick applets.
Multiple select button Launches a multiple selection dialog box. This dialog box
applies to Multi-Value Group (MVG) applets.
Single selection dialog boxes allow you to add only one record to a field. In some
cases, you can create a new record from the single selection dialog box.
Multiple selection dialog boxes allow you to select multiple records and add them to a
field. In some cases, you can create a new record from the multiple selection dialog
box.
Associating Records Using a Single Selection Dialog Box

On different screens in the application, you can associate a record with an existing
record in a single selection dialog box and with a new record in a single selection
dialog box.
Figure 5–1 shows an example of a single selection dialog box.
Selection Dialog Boxes 5-1

Associating Records Using a Single Selection Dialog Box
Figure 5–1 Example of a Single Selection Dialog Box
Associating Records with Existing Records

Complete the procedure in this topic to associate a record with an existing record in a
single selection dialog box.
To associate a record with an existing record in a single selection dialog box
1. Navigate to the appropriate screen.
2. Select the record you want to associate with another record.
3. Click the single select button in the appropriate field.
A single selection dialog box appears.
4. In the dialog box, locate and select the record you want to associate with the
existing record.
5. Click OK.
Associating Records with New Records

Complete the procedure in this topic to associate a record with a new record in a single
selection dialog box.
Note: In some situations, you cannot add new records in single

selection dialog boxes.
To associate a record with a new record in a single selection dialog box

2. Select the record you want to associate with a new record.

Associating Records Using a Multiple Selection Dialog Box
3. Click the single select button in the appropriate field.

A single selection dialog box appears.
4. Click New (the plus (+) icon).
The form for the new record appears.
5. In the form, enter the information for the new record, and click Save.
The new record appears in the single selection dialog box, and this new record is
selected.
6. Click OK.
Associating Records Using a Multiple Selection Dialog Box

Multiple selection dialog boxes allow you to associate multiple records with one
record. On different screens in the application, you can associate a record with an
existing record in a multiple selection dialog box and with a new record in a multiple
selection dialog box.
Figure 5–2 shows an example of a multiple selection dialog box.
Figure 5–2 Example of a Multiple Selection Dialog Box
Associating Records with Existing Records

Complete the procedure in this topic to associate a record with an existing record in a
multiple selection dialog box.
To associate a record with an existing record in a multiple selection dialog box
2. Select the record you want to associate with other records.
3. Click the multiple select button in the appropriate field.
A multiple selection dialog box appears showing the list of available records and a
list of selected records for the field.

Querying for Records in a Selection Dialog Box
4. In the list of available records, select the record you want to associate with the
current record, and then click the navigation button to move the record to the list
of selected records.
Note: You can select multiple records by holding down the CTRL
key and clicking each record. To select records that are contiguous,
you can select the first record, hold down the SHIFT key, and select
the last record.
5. (Optional) If you want to remove one or more records in the list of selected
records, select the records, and then click the navigation button to move the
records back to the list of available records.
6. Click OK.
Associating Records with New Records

Complete the procedure in this topic to associate a record with a new record in a
multiple selection dialog box.
Note: In some situations, you cannot add new records in multiple

selection dialog boxes.
If you attempt to add data to the database from a dialog box and then decide to cancel
the record, then the data you add in the dialog box is not deleted from the database.
However, if the data exists in the application only in the record for which you open the
dialog box, then the data is deleted.
To associate a record with a new record in a multiple selection dialog box
2. Select the record you want to associate with a new record.
3. Click the multiple select button in the appropriate field.
A multiple selection dialog box appears showing the list of available records and a
list of selected records for the field.
The form for the new record appears.
5. In the form, enter the information for the new record, and click Save.
The new record appears in the list of selected records, and this new record is
selected.
6. Click OK.
Querying for Records in a Selection Dialog Box

You can query in a selection dialog box just as you query in a list or form.
Consequently, you can search for specific information from one field or from several
fields simultaneously.
To query for records in a selection dialog box
1. In the selection dialog box, click Query (the magnifying glass icon).

Finding Records in a Selection Dialog Box
A blank row appears in the selection dialog box.

2. Enter your query criteria in the appropriate fields.
A wildcard is automatically assumed after text you enter in the query fields. If you
search for Siebe, then all words beginning with the letters Siebe are found.
If you query a data field that has a calendar select button to display the calendar
control, then you must include the date field value in quotes if you execute the
query without specifying a time. For more information about entering query
criteria, see "Simple Query Operators" on page 7-8.
3. Click Go.
The records matching your query criteria appear.

A selection dialog box can contain many records. You might find it necessary to search
for the records you want to see in the list. You can perform full- or partial-text searches
on one field.
Finding records is similar to querying for records, but you do not save search results
when you find records.
Note: Unlike performing a query, any spaces you enter in the search
field when finding records are included in the search. For example, if
you are looking for a contact with the last name Smith, and enter
Smith followed by a space in the search field, then any contacts with
the last name Smith are not found because the application looks for
each character (all the letters in Smith and a space).
To find records in a selection dialog box

1. In the selection dialog box, select the field you want to search from the drop-down
list for record fields.
In a multiple selection dialog box, the drop-down list for record fields appears
before the list of available records, and not before the list of selected records.
Note: In the selection dialog box, you cannot select a date field.
2. Type the text you want to search for in the field for a search value.
The field for a search value appears next to the drop-down list for record fields. A
wildcard is automatically assumed after text you enter in the field for a search
value. If you search for Siebe, then all words beginning with the letters Siebe are
found.
Search queries in pick lists are not case sensitive.
3. Click Go.
The records matching your criteria appear.


6
Record Management
6
This chapter describes how to perform common record tasks in your Siebel
application. It includes the following topics:
■ Creating Records
■ Creating Records Using Quick Fill
■ Copying Records
■ Editing Records
■ Changing Multiple Records
■ Saving Records
■ Canceling Changes to Records
■ Deleting Records
■ Associating Records Together
■ Printing Records
■ Using Field Hyperlinks in Records
■ Displaying Record Count
■ Finding Information About Records
■ Identifying New Records
■ Flagging Records
■ Adding Notes to Records
■ Merging Duplicate Records
■ Attaching Files to Records
■ Attaching URLs to Records
■ Attaching Emails and Email Attachments to Records
■ Organizing List Columns
■ Sorting List Columns
■ Locking List Columns
■ Resizing List Columns
Record Management 6-1

Creating Records
Creating Records
You can create records in the application using several methods, such as clicking a
button or choosing an option from a menu. When you create a record, a new record
appears, containing fields to complete.
The procedures in this topic show how to create records using some of the options in
the Siebel application. You can use the method that you prefer, or the method that is
available.
Some records contain read-only fields. Read-only fields are fields in which you cannot
enter data. You might not have user privileges that allow you to enter data in the
read-only field, or the data in the field might be automatically populated by the Siebel
application.
Note: Not all users can create new records. Your ability to create new
records depends on the responsibilities your Siebel administrator
gives to you.
To create a record
■ In the list or form, click Add or New (the plus (+) or double plus (++) icon).
■ In the list or form, click Menu (the cogwheel icon), and then click New Record.
■ In the list or form, click Edit, and then select New Record from the
application-level menu.
A new record appears.
2. Enter the appropriate data, and save the record.
Related Topics
■ "Associating Records Using a Single Selection Dialog Box" on page 5-1
■ "Associating Records Using a Multiple Selection Dialog Box" on page 5-3
■ "Copying Records" on page 6-4
Creating Records Using Quick Fill

You can store default values for fields in templates, and then use these templates when
you create new records. These templates, called quick fill templates, populate fields in
a form. Your administrator can set up these templates for your organization, and you
can create your own templates.
For example, if you are a service representative, then you can create quick fill
templates containing the default field values for common types of service requests that
you create. Then, when you receive a call for a new request for one of these types, you
can apply the appropriate template to create a new service request with default field
values.
Although users can save values for read/write fields, single-value and multi-value
fields that are read-only are not supported. For example, if you create a quick fill
template for a contact, and enter a value in the Account Name field, then that value is
not saved in the template.

Creating Records Using Quick Fill
After you create a set of templates, you might want to delete the templates you no
longer use or to rename some of the templates. You can perform these tasks in your
user preferences. For more information, see "Maintaining Quick Fill Templates" on
page 18-16.
Creating Quick Fill Templates

You can create a new quick fill template.
To create a quick fill template
1. In a form, create a new record.
You will not save this new record.
2. Complete all the record fields for which you want to define default values.
3. In the form, click Menu (the cogwheel icon), and then click Save as Template.
The Save Template As dialog box appears.
If an error message appears about entering a value for a required field, then click
OK to dismiss the message.
4. Use the Template Name and Template Description fields to name and describe the
quick fill template.
5. Click Save.
6. If a template with the same name already exists, then a message appears
indicating that you cannot save the template. You must do the following:
a. Click OK on the message dialog box.
b. To overwrite the existing template, click Overwrite.
c. To save the template with a different name, type a new name in the Template
Name field, and click Save.
7. Delete the new record.
Applying Quick Fill Templates to New Records

You can apply a quick fill template to a new record.
To apply a quick fill template to a new record
1. In a form, create a new record by completing the required fields only.
2. Save the record and then drill down on the new record.
3. In the form, click Menu (the cogwheel icon), and then click Apply Template.
The Pick Template dialog box appears.
4. In the Pick Template list, select the template you want to use, and click OK.
The values defined in the quick fill template are populated in the record.
5. Save the record.

Copying Records
Creating Records Using Quick Fill Templates

You can use a quick fill template to create a record.
To use a quick fill template to create a record
1. In a form, click Menu (the cogwheel icon), and then click New From Template.
The Pick Template dialog box appears.
2. In the Template list, select the template you want to use, and click OK.
A new record appears. The values defined in the quick fill template are populated
in the record.
Creating Records Using the Last Quick Fill Template

You can create a record using the last quick fill template that you used.
To create a record by using the last used quick fill template
■ In a form, click Menu (the cogwheel icon), and then click New From Last Template.
A new record appears. The values defined in the quick fill template that you last
used are populated in the record.
Copying Records
If a significant amount of data in a new record you want to add is similar to the data in
an existing record, then you can copy the existing record, and modify the copy to
create the new record.
To copy a record
1. Find and select the record you want to copy.
2. Complete either of the following steps:
■ Click Menu (the cogwheel icon), and then click Copy Record.
■ From the application-level menu, choose Edit, then Copy Record.
A new record with copied data appears.
3. Change the fields in the new record as needed, and step off the record to save your
changes.
Editing Records
To edit a record, you must have appropriate access privileges.
To edit a record
1. Find and select the record you want to change.
2. Change the fields in the record, and step off the record to save your changes.

Changing Multiple Records
Changing Multiple Records

You might want to modify the same data in multiple records. Instead of repeatedly
changing the same information in each record, you can change the same information
in several records at once using the Change Records dialog box. You can change up to
four fields at the same time.
Figure 6–1 shows an example of the change records dialog box.
Figure 6–1 Example of the Change Records Dialog Box
To change multiple records

1. Navigate to the screen.
2. Select the records you want to change by holding down the CTRL key and clicking
each record.
To select records that are contiguous, you can select the first record, hold down the
SHIFT key, and select the last record.
3. Click Menu (the cogwheel icon), and then click Change Records.
The Change Records dialog box appears.
In the drop-down lists for the fields in this dialog box, columns on the list applet
appear, except for those columns that are marked Inactive or Read Only. List
columns do not appear if they are based on a join field and pick applets are not
associated with them.
Note: Be careful when updating the value for a Multi-Value Group

(MVG) field. When you update the value for such a field, you not only
update the field value for the records you select in step 2, but in all
records in the application that contain the same field value.
4. From the Field drop-down list, select the field in which you want to change data.
5. Enter the new data in the corresponding Value field.
Repeat steps 4 and 5 until you enter all of the information you want to change in
your selected records.
6. Click OK to apply the changes.

Saving Records
Saving Records
You can save records in several ways.
Note: If you try to edit a record at the same time as another user,
then a warning message appears, and you are unable to change the
record until the other user exits the record.
To save a record
■ When you finish editing or adding a record in a form or list, do one of the
following:
– Step off the record to commit the changes to the database.
Stepping off the record means leaving it in any way, such as by moving to
another record or by using the record navigation buttons.
– Click Menu (the cogwheel icon), and then click Save Record.
– From the application-level menu, choose Edit, then Save Record.
Note: When you finish editing or adding a record, you can click
Enter to commit the changes to the database. However, this action is
not a recommended way to save data.
Canceling Changes to Records

You might find that you want to cancel your changes to a record before you save the
record. You can undo your changes to a record only if you have not yet saved the record.
Note: You cannot undo your additions in selection dialog boxes. For
example, when you add employees from a selection dialog box, you
cannot undo those additions.
To cancel changes to a record

■ Complete either of the following steps:
– Click Menu (the cogwheel icon), and then click Undo Record.
– From the application-level menu, choose Edit, then Undo Record.
Note: Alternatively, press the Esc key to cancel changes to a record.

The Esc key is supported only for a single undo operation. Pressing
the Esc key multiple times can result in unexpected behavior,
depending on the user interface element or control used.

Associating Records Together
Deleting Records
You can delete a record by using Delete (the trash can icon), Menu (the cogwheel icon) in
a list or form, and the application-level menu. Only one record can be deleted at a time.
Employee records are end-dated but not deleted to preserve historical information. For
example, if an employee creates 100 records and later leaves the organization, then
those records are not deleted in the Siebel application.
Note: When a parent record is deleted, explicitly or by using a

merge, the primary ID fields are not immediately updated. For
performance reasons, the primary ID fields are updated only when the
parent record is required, and a refresh of the screen is performed.
To delete a record
■ Select the record you want to delete, and then click Delete (the trash can icon).
■ Select the record you want to delete, click Menu (the cogwheel icon), and then
click Delete Record.
■ From the application-level menu, choose Edit, then Delete Record.
A dialog box appears, asking you to confirm the deletion.
2. Click OK to delete the record.
Associating Records Together

When you work with records, you need access to all information that is related to
those records. You can associate a record with another record. For example, when you
work with an account, you can track contacts for that account. The Contacts screen
allows you to add and manage contacts. Also, many screens, such as in the Accounts
screen, include a Contacts view. In the Contacts view, you can associate a contact with
an account record.
Note: You cannot associate records with other records in screens if

there is no association between the records in those screens.
To associate a record with another record

2. Drill down on a field in the record with which you want to associate another
record.
3. Navigate to the appropriate view.
The selected view appears.
4. In the selected view, click Add or New (the plus (+) or double plus (++) icon).
A new record or a selection dialog box appears.
■ Complete the fields of the new record to add a new record.
■ From the selection dialog box, select a record, and click OK to add the record.

Printing Records
Related Topics
■ "Creating Records" on page 6-2
■ "Associating Records Using a Single Selection Dialog Box" on page 5-1
■ "Associating Records Using a Multiple Selection Dialog Box" on page 5-3
Printing Records
You can print records in the application in the following ways:
■ Running a report. You can print records by running and then printing a report.
For more information about reports, see "Running Reports" on page 12-2.
■ Browser print. You can use the print feature for the browser to print an image of
the current screen. If you want to print a screen that contains colors, then you can
use the color printing feature for your browser. Color printing is important for
screens in which colors signify meaning, such as calendar screens and notification
screens.
Note: The printed output might not be an exact replica of what you
see on your screen. The print options for your browser determine the
printed output.
Using Field Hyperlinks in Records

Field hyperlinks can appear in a record that is in a list. They usually consist of (blue)
text that is underlined when you place your cursor over the hyperlink. A field
hyperlink provides one-click access to detailed or additional information for the
underlined text. For example, when an account name appears as a field in a list, it
appears as a hyperlink. This hyperlink allows you to navigate directly to additional
information about that account name.
Clicking a field hyperlink that accesses information that is associated with a selected
record and that is within the current screen is called drilling down. Clicking a field
hyperlink that accesses information that is associated with a selected record but that is
outside the current screen is called drilling across.
When you drill across screens by using field hyperlinks, you remain in the same
thread. Consequently, you might navigate to a new screen and view, but you do not
see all of the records available in that screen and view. If you want to see every record
in the new screen, then you must navigate to the that screen again.
Displaying Record Count

You can see a count of the number of records in a list without navigating to the last
record in that list. If you execute a query, then this function shows you the total
number of records in the query results.
To display a record count
1. (Optional) Execute a query.
2. Click Menu (the cogwheel icon), and then click Record Count.
The Record Count dialog box appears.
■ If you do not execute a query, then this dialog box shows the total number of
records in the active list.

Finding Information About Records
■ If you execute a query, then this dialog box shows the total number of records
that match your query criteria.
Finding Information About Records

You can view information about a record in the About Record dialog box.
Figure 6–2 shows an example of the about records dialog box.
Figure 6–2 Example of the About Record Dialog Box
To find information about a record

1. Navigate to and select the record.
2. Click Menu (the cogwheel icon), and then click About Record.
The About Record dialog box appears.
Some fields in the dialog box are described in the following table.
Field Description
Updated On Displays the date and time of the last update for the record.
Last Updated Displays the component for the record. This information is useful for
Source debugging issues when multiple components might change the data.
Last Updated On Displays the date and time when the data changed in the database and
provides a consistent timestamp usage across all components for each
record.
For remote users, the Last Updated date (in the extracted database) might be
different from the Last Updated On date (in the server database).
Conflict # Displays the conflict number.
Siebel Remote uses this number to prevent duplication of records. For more
information, see Siebel Remote and Replication Manager Administration Guide.
Modification # Displays the modification number. This number increases each time a record
is updated. It is used when two or more users try to update a record at the
same time.
For example, if user A and user B are both reading a record with
modification number 3, and user A updates the record, then the
modification number changes to 4. If user B then tries to update the record,
then the modification number of user B’s record (3) is not current, and user
B’s update is rejected. User B is not able to update the record until it is
refreshed with user A’s changes.

Identifying New Records
3. Click OK to close the dialog box.
Accessing the About Record Dialog Box After a Merge

If you access the About Record dialog box after merging records, then it displays the
last updated date for the remaining record. It does not show the merge date as the last
updated date, nor does it show the last updated date for the record that is merged into
the existing record.
Identifying New Records

If you are a member of a team that shares information, then you can see any new
records that are added to that shared information. You can see a record only if you
have access rights to view that record.
If a record is newly added to the application, then an asterisk (a star icon) appears in
the New field in that record. After you drill down on a field in the new record, the
asterisk disappears from the New field.
Note: The asterisk in the New field is specific to the primary

employee. If you are not the primary employee for a position, then the
asterisk still appears after you drill down.
For more information about positions, see "About Access and
Responsibilities in the Siebel Application" on page 2-3.
To identify a new record

■ In a list, look for an asterisk (a star icon) in the New field for the record.
Flagging Records
In certain screens, such as Projects, you can flag records that you want to single out. A
flag acts as a reminder that only you can see.
To flag a record
1. Navigate to the record you want to flag.
2. In the Priority Flag field of the record, select the check box.
When you step off the record, a flag is placed in Priority Flag field.
The Priority Flag field is not available in all views. If you cannot see a Priority Flag
field for the record, then check your Columns Displayed settings. For information
about showing and hiding columns, see "Organizing List Columns" on page 6-15.
Adding Notes to Records

When you work with records, you might want to enter notes. You can add a note to a
record in the Notes view.
In the Notes view, you can enter public notes or private notes. Anyone who can access
the record can see a public note for the record. Only the person who enters the note
can see a private note.

Merging Duplicate Records
The Notes view is not available in all screens. It appears only when it is beneficial to
keep notes for individual records, for example, in the Accounts, Contacts, and
Opportunities screens.
To add a note to a record
1. Find and drill down on a field in the record to which you want to add a note.
2. Navigate to the Notes view, and then navigate to the Private Notes subview or the
Public Notes subview.
4. From the drop-down list for the Type field, choose Note.
5. In the Description field, enter the text for the note.
Merging Duplicate Records

You might find that two or more records contain the same information. To keep the
database accurate, you can merge the records into one record. The Merge Records
command allows you to merge multiple records into one record.
When you use the Merge Records command, the Merge Records dialog box appears.
Figure 6–3 shows an example of the merge records dialog box.
Figure 6–3 Example of the Merge Records Dialog Box
If other records are associated with the records you merge, then those records are
associated with the surviving record. Any duplicate associated records are deleted.
You can merge only records for which you are the owner or for which you are the
primary person. The merge functionality might not be available to you because of your
access privileges and your configuration.
Note: When you merge two records, you must pick the surviving
record and the source record. Field values for the source record do not
exist after you merge records. Only field values in the surviving
record remain after you merge records. For example, if you merge two
contact records, and the source record contains a value in the Job Title
field, but the surviving record does not, then the Job Title field in the
surviving record has no value after the merge. The value in the Job
Title field in the source record is overwritten by the value in the Job
Title field in the surviving record, even when that value is NULL.
To merge two records

1. Click the record that is the source record.

Attaching Files to Records
2. Press and hold down the CTRL key, and click the record that is the surviving
record.
After the merge is complete, the source record is merged into the surviving record.
3. From the application-level menu, choose Edit and then Merge Records.
Note: If the Merge Records command is unavailable, then the

functionality is not supported for the record types you select.
The Merge Records dialog box appears, displaying a field value for the surviving
record.
4. Review the information in the dialog box to make sure the correct record survives,
and click OK to complete the merge.
The records are merged into a single record that has the name of the surviving
record and that includes the data from the surviving record.

When the Attachments view is available within a screen, you can attach a file to a
record. You can attach files such as Microsoft Outlook email messages, Microsoft Word
documents, and image files. The Attachments view allows others who work with the
record to access the attachment so that they see the latest information.
The Attachments view is not available in all screens. It appears only when it is
beneficial to keep supporting material for individual records, for example, in the
Contacts, Accounts, and Opportunities screens.
If you edit files attached to records, then your changes are saved when you step off the
attachment record in the application.
Users can edit attachments in the Web application only if Java is available on the client
computer. If not, then users must download the document to a secure location
specified by the browser, and upload the edited document thereafter. If Java is
available on the client computer, then users can edit and save documents in the Web
application without an intermediate save location.
Attaching Files Using the New File Button

You can create a file attachment by using the New File button in the Attachments view.
To attach a file to a record using the New File button
1. Drill down on a field in the record to which you want to add the file attachment.
2. Navigate to the Attachments view.
The Attachments list appears.
3. Click New File.
A dialog box appears.
4. Locate and select the file you want to attach to the record, and then click Open.
Note: You can select multiple files by holding down the CTRL key
and clicking each file. To select files that are contiguous, you can select
the first file, hold down the SHIFT key, and select the last file.

The dialog box closes, and the file appears in the Attachments list as a new
attachment record with the appropriate fields populated.
5. Complete additional fields as necessary.
Some fields are described in the following table.
Field Description
Update File Select this check box to indicate that you want the attachment copy of the file
to be updated automatically each time the original file is updated.
Download File Select this check box to indicate that the document is retrieved during the
next synchronization session.
This field allows you to request files from the server, and applies only if you
use Siebel Remote.
Attaching Files Using Menu (the Cogwheel Icon)

You can create a file attachment using Menu in the Attachments view.
To attach a file to a record using Menu
1. Drill down on a field in the record to which you want to add the file attachment.
3. Click Menu (the cogwheel icon), and then click New Record.
4. In the Attachment Name field, click the select button.
The Add Attachment dialog box appears.
5. Click Browse to locate and select the file you want to attach to the record, and then
click Open.
The dialog box and the Add Attachment dialog box close, and the file appears in the
Attachments list as a new attachment record with the appropriate fields populated.
Attaching Files By Moving Files to the Attachments View

You can create an attachment by moving a file to the Attachments view.
To attach a file to a record by moving the file to the Attachments view
1. Drill down on a field in the record to which you want to add the attachment.
3. Locate the file you want to attach to the record.
4. Click the file to select it and with the mouse button depressed, move the file to the
Attachments list and then release the mouse button.
The file appears in the Attachments list as a new attachment record with the
appropriate fields populated.

Attaching URLs to Records
Attaching URLs to Records

In addition to attaching files to records, you can also attach URLs to records to provide
team members with the latest information.
Attaching URLs Using the New URL Button

You can create a URL attachment by using the New URL button in the Attachments
view.
To attach a URL to a record using the New URL button
1. Drill down on a field in the record to which you want to add the URL attachment.
3. Click New URL.
The Add URL dialog box appears.
4. Enter the URL in the URL field, or copy and paste the URL from a Web page into
the URL field, and then click Add.
The Add URL dialog box closes, and the URL appears as a hyperlink in the
Attachments list. You can click this hyperlink to access the corresponding Web site.
If you cannot access the Web site after adding it as an attachment, then you might
not be connected to the network.
Attaching URLs Using Menu (the Cogwheel Icon)

You can create a URL attachment using Menu in the Attachments view.
To attach a URL to a record using Menu
1. Drill down on a field in the record to which you want to add the URL attachment.
3. Click Menu (the cogwheel icon), and then click New Record.
4. In the Attachment Name field, click the select button.
The Add Attachment dialog box appears.
5. Enter the URL in the URL field, or copy and paste the URL from a Web page into
the URL field, and then click the Save to save the record.
The Add Attachment dialog box closes, and the URL appears as a hyperlink in the
Attachments list. You can click this hyperlink to access the corresponding Web site.
If you cannot access the Web site after adding it as an attachment, then you might
not be connected to the network.

Organizing List Columns
Attaching Emails and Email Attachments to Records

Provided that you install and deploy the Outlook to Siebel Drag and Drop addin (see
Article ID 2117212.1 on My Oracle Support), then you can directly attach emails or
email attachments from your Microsoft Outlook email client to records in your Siebel
application. This improves the usability and productivity of call center agents.
To attach Microsoft Outlook emails or email attachments to records
1. Download the Outlook to Siebel Drag and Drop addin, and then double click
Outlook_Add-in_for_Siebel.exe to install the addin.
Restart Microsoft Outlook for the addin to take effect. In the Microsoft Office
client, verify that the Outlook to Siebel Drag and Drop addin is installed
successfully.
Note: In Siebel Innovation Pack 2017, support for Outlook to Siebel

Drag and Drop has been enhanced. For more information, see the topic
about Installing Outlook to Siebel Drag and Drop on Client Computers
in Siebel Installation Guide for the operating system you are using.
2. Log in to your application.

3. Navigate to the Activities screen, drill down on the activity to which you want to
attach emails or email attachments, and then go to the Attachments view for the
selected activity.
4. Now go to your Microsoft Outlook email client and locate the emails or email
attachments that you want to attach to the activity record in your application.
5. With both your application and the Microsoft Outlook email client open on-screen,
do one or more of the following as required:
■ Select one single email from Microsoft Outlook and with the mouse button
depressed, move the email into your application and then release the mouse
button.
■ Select multiple emails from Microsoft Outlook and with the mouse button
depressed, move the emails into your application and then release the mouse
button.
■ Select an email attachment from Microsoft Outlook and with the mouse button
depressed, move the email attachment into your application and then release
the mouse button.
Any Microsoft Outlook emails or email attachments that you attach to records in
your application appear in the Attachments list.

A list consists of columns of data. Some of these columns might not appear on the
screen. You can add, remove, and rearrange the list columns as needed by using the
Columns Displayed dialog box.
Figure 6–4 shows an example of the columns displayed dialog box.

Figure 6–4 Example of the Columns Displayed Dialog Box
To organize columns in a list

1. In a list, click Menu (the cogwheel icon), and then click Columns Displayed.
The Columns Displayed dialog box appears.
2. Select one or more columns in one of the lists (Available Columns or Selected
Columns).
3. Click the buttons between the Available Columns and the Selected Columns list to
show or hide the columns you select.
The buttons are described in the following table.
Button Description
Single forward arrow. Click to show the column you select.
Moves the column you select to the Selected Columns list. After you click Save, the
column will appear in the list you are modifying.
Single back arrow. Click to hide the column you select.
Moves the column you select to the Available Columns list. After you click Save,
the column will not appear in the list you are modifying.
Double forward arrows. Click to show all columns in the list.
Moves all columns from the Available Columns to the Selected Columns list. After
you click Save, all columns will appear in the list you are modifying.
Double back arrows. Click to hide all columns in the list.
Moves all columns from the Selected Columns to the Available Columns list. After
you click Save, none of the columns will appear in the list you are modifying.
4. Select a column in the Selected Columns list, and then use the column-ordering
buttons next to the Selected Columns list to change the order in which the columns
appear in the list.

Sorting List Columns
The buttons are described in the following table.
Button Description
Single up navigation arrow. Click to move the column you select.
Moves the column you select up one position in the Selected Columns list. After
you click Save, the column is moved up one position in the list you are modifying.
Single down navigation arrow. Click to move the column you select.
Moves the column you select down one position in the Selected Columns list. After
you click Save, the column is moved down one position in the list you are modifying.
Single up navigation arrow with a line. Click to move the selected column.
Moves the column you select to the start of the Selected Columns list. After you
click Save, the column is moved to the start of the list you are modifying.
Single down navigation arrow with a line. Click to move the selected column.
Moves the column you select to the end of the Selected Columns list. After you
click Save, the column is moved to the end of the list you are modifying.
5. Click Save.

You can sort the records in a list by the values in one or more columns. For example,
you can sort accounts to appear alphabetically by name (by sorting on the Name
column). You can use an advanced sort to sort by up to three columns at once. For
example, you might want to sort the accounts by name, then by current volume of
sales, and then by city.
Note: If you use any special characters in a field, such as parentheses,

then you might encounter problems when you try to sort records.
The active sort order of a column is designated in the column header. A dark arrow
pointing up means the values in the column are sorted in ascending order. A dark
arrow pointing down means the values in the column are sorted in descending order.
Figure 6–5 shows an example of a sort arrow in a column header.
Figure 6–5 Example of a Sort Arrow in a Column Header
Note: The sort order resets when you leave a screen, unless you save
the sort order as part of a query. This option is available only for My
views. For more information about querying, see Chapter 7,
"Information Query."

Sorting a Single List Column

You can sort data a single column in ascending order and in descending order.
To sort a single column
1. In a list, click the column header of the column that you want to sort.
2. Click Sort.
The column is sorted in ascending or descending order.
3. Click the column header again.
4. Click Sort.
The column is sorted in the opposite order.
Performing an Advanced Sort in Lists

You use the Sort Order dialog box to perform an advanced sort.
To perform an advanced sort in a list
1. In a list, click Menu (the cogwheel icon), and then click Advanced Sort.
The Sort Order dialog box appears. Figure 6–6 shows an example of the sort order
dialog box.
2. From the drop-down list for the Sort By field, select the first column to sort by.
3. From the drop-down list for the first Then By field, select the second column to
sort by.
4. From the drop-down list for the second Then By field, select the third column to
sort by.
5. Use the Ascending and Descending option buttons to define the sort order for
each column you select for the advanced sort.
6. Click OK.
The columns are sorted in the order you specify.
Figure 6–6 Example of the Sort Order Dialog Box

Resizing List Columns
Locking List Columns

Lists can contain many columns. You might find that you want to scroll horizontally
across a list to view additional columns without losing focus of the first few columns
in the list. In this scenario, you can lock the first few columns. Columns that are locked
have a lock icon in the column header to indicate that the column is locked.
Figure 6–7 shows an example of a list view with locked columns. The locked columns
include the Account column, and all the columns that precede the Account column.
Note: You cannot edit or query locked columns. The lock option is
not supported for hierarchical list applets.
Figure 6–7 Example of a List View with Locked Columns
To lock list columns

1. Navigate to the list where you want to lock columns.
2. Click the header of the column that you want to lock.
3. Click Lock.
A lock appears in the selected column and in all columns preceding the selected
column (if there are any). You can scroll across the remaining columns without
loosing focus of the locked columns.
4. To unlock list columns, click the header of the last locked column (which is beside
the first unlocked column), and then click Unlock.
The lock disappears from the selected column and in all columns preceding the
selected column.
Note: Locks on columns disappear when you tab (CTRL+TAB) from

an unlocked column to a locked column. This is expected behavior
since tabbing into a locked field is assumed to be an attempt to update
the field.

You might find that you want to change the width of a column so that you can see all
of the data in the column. A changed column width is automatically saved, so you do
not have to repeatedly resize the column.
To resize columns
1. Place the cursor over the column divider of the column you want to resize.

A resize arrow appears.

2. Click to select the column divider and, without releasing the selection, move the
column divider out to widen the column or in to narrow the column.

7
Information Query
7
This chapter describes how to use queries to locate information in your application. It
■ About Queries
■ Queries Toolbar
■ Creating Queries for Records
■ Finding Records in Lists
■ Refining Queries
■ Deleting Queries
■ Canceling Long-Running Queries
■ Using the Query Assistant
■ About Using Default Queries
■ About Querying a Telephone Number
■ Simple Query Operators
■ Compound Query Operators
■ How Siebel CRM Handles Wildcards
■ Tips for Queries
About Queries
You use queries to locate one or more records that meet specified criteria. In contrast,
you use a search operation to perform a broad search that does not require you to
specify specific fields to search on.
You can view the records that a query finds on-screen, export them to a file, or use
them as input for a report. A query searches the database for specific data by using
conditions or criteria. For example, you might want to find all open service requests
with a high priority. You perform this query in the Service screen by using the query
criteria of a Status field value of Open and a Priority field value of High.
After you create a query, you can save it, and run it again later.
Note: Drilldown in a query is not supported. In a query, results are

returned in a field which is editable and this does not allow drilldown.
Information Query 7-1

About Queries
Accessing the Query Control

You access the query control by clicking New Query on the application toolbar (see
"Application Toolbar" on page 3-4). Within the query control, you access various
drop-down lists for record fields, which helps you narrow your query criteria.
About the Saved Queries Drop-Down List

You can select saved queries from the Saved Queries drop-down list on the menu
toolbar. In this list, you can access your saved queries and the predefined queries
established by your organization.
Predefined Queries
Your organization can provide predefined queries (PDQs). Predefined queries have
established criteria, and appear in the drop-down list for the Saved Queries field. You
cannot change predefined queries.
For example, if you always work with accounts located in California, then the
drop-down list for the Saved Queries field might contain a PDQ called CA Accounts
that finds all the accounts in California. Each time you want to see only the California
accounts, you do not have to create a query. Instead, you can select the predefined CA
Accounts query from the drop-down list for the Saved Queries field.
When you execute a predefined query, the query runs against all the data for the
current screen. If you run a query to narrow the data set, then the predefined query
uses all data for the screen, not just the data that appears in a list.
To execute a predefined query
■ Do one of the following:
– Click the Execute Query button on the application toolbar to execute a
predefined query.
– Use the appropriate keyboard shortcut (ALT+R).
Case Insensitive and Accent Insensitive Queries

Query features provide indexes that directly support case insensitive and accent
insensitive (CIAI) queries on eligible text columns. CIAI queries ignore both the case
and use of accents to return all records that otherwise match the query criteria. This
capability is important when searching for records such as contact or customer names.
For example, an exact-match query produces different a query results than a CIAI
query if the query results contain capitalization inconsistencies (such as MacArthur
and Macarthur) or accent usage inconsistencies.
CIAI queries apply to the entire query string. To find out if your application uses
exact-match queries or CIAI queries, run test queries and review the query results. For
more information about CIAI queries, see Siebel Global Deployment Guide.
CIAI queries apply to the entire query string. To find out if your application uses
exact-match queries or CIAI queries, run test queries and review the query results.
Your Siebel administrator can configure specific columns for CIAI queries by defining
CIAI columns and CIAI indexes in the repository using the CIAI wizard in Siebel
Tools. The CIAI wizard sets the Default Insensitivity property for CIAI columns to DB
Case & Accent. CIAI-enabled fields are blank in the user interface. The fields that
contain the Case Required property represent non CIAI-enabled fields.

Creating Queries for Records
A case-insensitive query works on all supported databases for the current release of
the application. However, an accent-insensitivity works only on the databases that
provide the accent-insensitivity feature, such as Microsoft Structured Query Language
(SQL). For more information about supported databases, see Siebel System Requirements
and Supported Platforms on Oracle Technology Network.
Note: For Siebel CRM product releases 8.1.1.9 and later and for
8.2.2.2 and later, the system requirements and supported platform
certifications are available from the Certification tab on My Oracle
Support. For information about the Certification application, see
article 1492194.1 (Article ID) on My Oracle Support.
Queries Toolbar
When performing a query, a queries toolbar appears on lists and forms. Table 7–1
describes the typical buttons that appear on the queries toolbar. Your application
might contain additional buttons or other elements on each list or form toolbar.
Table 7–1 Common Buttons in Queries

Query Assistant Click Query Assistant to start the query assistant. For more
information about the query assistant, see "Using the Query
Assistant" on page 7-6.
Go Click Go to execute the query.
Cancel The Cancel to cancel the query.
Creating Queries for Records

You can create your own queries, execute them, and save them for later use. Queries
that you create are called user-defined queries. In these queries, you can enter your
own criteria to locate a specific set of records.
To create a query for records
■ In the list or form, click Query (the magnifying glass icon).
■ In the list or form, click Menu (the cogwheel icon), and then click New Query.
■ From the application-level menu, choose Query, then New Query.
■ From the application toolbar, click the New Query button.
■ Use the appropriate keyboard shortcut.
When you invoke the new query command, a blank form or a blank row in a list
appears.

Finding Records in Lists
3. Enter the query criteria in the appropriate fields.

A wildcard is automatically assumed after text you enter in the query fields. If you
If you query a data field that has a calendar select button to display the calendar
control, then you must include the date field value in quotes. For more
information about entering query criteria, see "Simple Query Operators" on
page 7-8.
■ In the list or form, click Go.
■ In the list or form, click Menu (the cogwheel icon), and then click Run Query.
■ From the application-level menu, choose Query, and then Run Query.
■ From the application toolbar, click the Execute Query button.
The query executes, and the records that match the query criteria appear.
5. If you want to save the query, then do the following:
a. From the application-level menu, choose Query, then Save Query As.
The Save Query As dialog box appears.
b. In the Query Name field, enter a name for the query, and click OK.
The saved query appears in the drop-down list for the Saved Queries field.
Finding Records in Lists

A list can contain many records. You might find it necessary to search for the records
you want to see in the list. You can perform full- or partial-text searches on one field.
Finding records is similar to querying for records, but you do not save search results
when you find records.
To find records in a list
2. In the list header, select a field you want to search from the drop-down list for
record fields.
If you do not select a field to filter your search against, then all fields will be
searched.
Note: In the list header, you cannot select a date field.
3. In the list header, type the text you want to search for in the field for a search
value.
A wildcard is automatically assumed after text you enter in the value field. If you
4. Click Go.
The records that match the criteria appear.

Canceling Long-Running Queries
Refining Queries
You can refine the criteria of a predefined query or a user-defined query.
Note: If you refine the criteria of a predefined query, then you must
save the query with a different name to save the query.
To refine a saved query

2. From the drop-down list for the Saved Queries field, select the query.
The records meeting the query criteria appear.
■ In a list or form, click Menu (the cogwheel icon), and then click Refine Query.
■ From the application-level menu, choose Query, then Refine Query.
4. Add and edit the criteria.
■ In the list or form, click Menu (the cogwheel icon), and then click Run Query.
■ From the application-level menu, choose Query, then Run Query.
The query executes, and the records that match the criteria appear.
Deleting Queries
You can delete user-defined queries.
To delete a query
2. From the application-level menu, choose Query, then Delete Saved Query.
The Delete Record dialog box appears, showing the user-defined queries for that
screen.
3. Select the query you want to delete in the Query Name list.
4. Click OK to delete the query.
Canceling Long-Running Queries

Because of how your application is set up, you might be able to cancel queries that run
for a long time. For more information about your setup, contact your administrator.
To cancel a long-running query
1. Execute a query.
If the query does not return records after a specified period, then a dialog box
appears.
2. Click Cancel.
A confirmation dialog box appears to confirm that the query canceled successfully.
Using the Query Assistant
3. Click OK.
Using the Query Assistant

After clicking Query (the magnifying glass icon) in a form or list, you can click the
Query Assistant button to create a query. When you use the Query Assistant, you can
select operators, instead of entering them, to find the information you are looking for.
You can also save your query before you execute it by clicking Save Query.
Figure 7–1 shows an example of the Query Assistant dialog box. This Query Assistant
queries for all accounts for which the value in the Site field is San Francisco and the
value in the Name field starts with Abbot. Querying in the Query Assistant is
case-insensitive.
Figure 7–1 Example of the Query Assistant Dialog Box
To perform a query using the Query Assistant

1. Navigate to any screen.
2. In the list or form, click Query (the magnifying glass icon).
When you invoke the new query command, a blank form or a blank row in a list
appears.
3. Click Query Assistant (the portrait icon).
The Query Assistant dialog box appears.
Note: If no values appear in the drop-down lists in this dialog box,

then contact your administrator.
4. In the Query Assistant dialog box, complete the first row as follows:
a. From the <Choose Field> drop-down list, select a field to query.
b. From the Starts With drop-down list, select an operator for the selected field.
c. Enter the value applicable to the selected operator in the text box.
Complete the second, third, and other rows as needed in the same way.

About Querying a Telephone Number
d. Select AND or OR from the Perform Query Using drop-down list to specify the
type of operator you want to use between each row of your criteria.
AND shows only results that meet all the criteria.
OR shows results that meet any of the criteria.
e. Click Go.
The query executes, the Query Assistant dialog box closes, and the records
that match the criteria appear.
About Using Default Queries

When you navigate to a screen, the records that appear depend on the default query
set up for that screen. You can specify a different default query in your user
preferences. If no default query is set up, then the first predefined query in the
drop-down list for the Saved Queries field executes. For more information, see
"Default Queries" on page 18-8.
Note: You cannot set up a blank query as the default. Also, you
cannot set your user preferences so that no query executes when you
navigate to a screen.
If you set up a default query for the view associated with a visibility filter, then the
query executes only if you access that view using the Site Map link. Using the visibility
filter to access that filter’s default query fails. If the visibility filter is set up as the
default view for that screen, then navigating to the screen executes the default query
for the filter.
About Querying a Telephone Number

When you perform a query for a telephone number, the country code of the default
country in your computer’s regional settings is automatically added as a prefix to the
query value. (However, if the default country is the United States, then no prefix is
added.) For example, if the default country is Germany, and if you type 0181 in the
telephone field of a query, then the German country code (+49) is added to the query
value, and the query value is +49*0181*.
To find a telephone number for a country other than the default country, you must
specify the country code in the query value. To avoid limiting the query to one
country, you must refine the query to remove the country code portion.
For example, a European user enters the phone numbers of business contacts
throughout the continent. When traveling to another country, the user sets the default
country on a laptop computer to that country. When in Germany, the user needs local
phone numbers. Therefore, German numbers are returned by default for each query. If
the user wants to find the number of a contact in England while in Germany, then the
user must enter +44 before the query. When next traveling to England, the user does
not use German contacts as much. Therefore, only English numbers are returned by
default for each query.
Note: Including a hyphen in a telephone number query causes the

query to fail. Do not include hyphens in telephone number queries.

Simple Query Operators

You can use several simple query operators to define query criteria.
Note: Query operators are reserved in Siebel query language. If you

enter a query value that includes a query operator, then you must
enclose the query value in double quotes. For example, a query for
records containing the text call is closed fails. The word IS falls into the
category of reserved Siebel query language because it is used in the
query operators IS NULL, IS NOT NULL, and so on. If you enclose
the text call is closed in double quotes ("call is closed"), then the Siebel
application returns all records containing the text call is closed. Other
reserved operators include apostrophe (’), brackets ( [ ] ), comma (,),
parentheses (()), tilde (~), and comparison operators such as =, <, and
>.
Table 7–2 shows simple query operators. In this table, operators appear in uppercase.
However, query strings are case-sensitive. The operators do not have to be in
uppercase.
You can use simple query operators on their own.
Table 7–2 Simple Query Operators

Operator Description Example
* (asterisk) Wildcard operator. Placed anywhere *rang* finds arrange, arranged,
in a string, returns records containing orange, orangutan, range, ranges,
the string or containing the string ranging, rang, strange, stranger,
plus any additional characters, strangest, strangle, wrangle, and so
including a space, that appear at the on.
location of the asterisk.
If performance is poor when you
You cannot use an asterisk to find use the asterisk, then substitute "IS
dates. NOT NULL" in the query field.
This substitution often improves
To find words on more than one line
performance.
in a field, you must use an asterisk to
separate the words. You cannot
query for control characters or
non-printable characters, such as line
feeds (LF) or carriage returns (CR).
? (question mark) Wildcard operator. Placed anywhere ?rag finds brag, crag, or drag.
in a string, returns records containing
t?pe finds type and tape, but not
the characters in the string plus any
tripe.
one additional character that appears
at the location of the question mark.
"" (double Placed before and after a string, "Oracle Solaris" finds records
quotation marks) returns records that exactly match the that contain Oracle Solaris in the
string, unless modified by a wildcard query field.
operator (* or ?). Quotes find a group
of words in the exact order with the
exact uppercase or lowercase
lettering.

Table 7–2 (Cont.) Simple Query Operators

= (equals) Placed before a value, returns records =Smith finds all records for which
containing a value equal to the query the value in the query field is
value. Smith. It also negates wildcard
operators within the query value.
For CIAI-enabled fields, if you
type "=abc*", then the query
becomes a case-sensitive query
because you use an equal sign (=)
as an operator in the query.
< (less than) Placed before a value, returns records <6/20/01 finds all records in
containing a value less than the which the value of the query field
query value. is earlier than 20 June 2001. When
entering a date, use the format
that is specific to your
implementation.
> (greater than) Placed before a value, returns records >5/31/01 finds all records in
containing a value greater than the which the date in the query field
query value. is later than 31 May 2001. When
entering a date, use the format
that is specific to your
implementation.
<> (not equal to: Placed before the value, returns <>6/20/01 finds all records in
less than and records containing a value that is not which the date in the query field
greater than equal to the query value. is not 20 June 2001. <>Paris finds
symbols) all the records in which the value
in the query field is not Paris.
<= (less than or Placed before a value, returns records <=500 finds all the records in
equal to) containing a value less than or equal which the value in the query field
to the query value. is less than or equal to 500.
>= (greater than or Placed before a value, returns records >=500 finds all records in which
equal to) containing a value greater than or the value in the query field is
equal to the query value. greater than or equal to 500.
NOT LIKE, not like Placed before a value, returns records NOT LIKE Smi* finds all records in
not containing the value. which the value in the query field
do not start with Smi.
IS NULL, is null Placed in the query field, returns IS NULL in the Due Date query
records for which the query field is field finds all records for which
blank. the Due Date field is blank.
IS NOT NULL, is Placed in the query field, returns IS NOT NULL in the Due Date
not null records for which the query field is query field finds all records for
not blank. which the Due Date field is not
blank.
~ (tilde) Placed before LIKE and a value with ~LIKE Smi* finds all records in
a wildcard operator, returns all which the value in the query field
matching records regardless of case. starts with Smi, smi, SMI, and so
on. Using this operator might
affect performance.
You can enter a CIAI query
expression for a contact as follows:
[Last Name] ~Like abc*

Compound Query Operators
Compound Query Operators

Table 7–3 shows compound query operators. In this table, operators appear in
uppercase. However, query strings are case-sensitive. The operators do not have to be
in uppercase.
When you perform a compound query, you must use parentheses to control the order
in which the search for matching records is performed.
Table 7–3 Compound Query Operators

AND, and Placed between values, returns only *performance* AND *memory*
records for which all the conditions finds all records that contain both
are true. performance and memory in the
query field.
OR, or Placed between values, returns *performance* OR *memory* finds
records for which at least one all records that contain either
condition is true. performance or memory in the query
field.
performance* OR memory* finds all
records that start with either
performance or memory in the query
field.
NOT, not Placed before a value, returns only *performance* AND NOT LIKE
records that do not contain the value. *memory* finds all records that
contain performance but not memory
in the query field.
NOT (performance OR memory)
finds all records that contain
neither performance nor memory in
the query field.
() Placed before and after the values (sun OR moon) AND NOT stars
and operators that are processed first, returns records that contain sun or
(opening and
regardless of the default processing moon, but not stars, in the query
closing brackets)
order. field.
LIKE, like Placed before a value, returns records (performance* OR memory*) AND
containing the value. LIKE (problem) finds all records in
which the query field starts with
performance or memory and also
includes problem.
The LIKE operator is case sensitive.
To find matches regardless of case,
see Table 7–2.
How Siebel CRM Handles Wildcards

To include a wildcard in a search string (for example, "ABC*" or "*ABC?"), you can
explicitly include it. Siebel CRM can also append a trailing wildcard (*) if all of the
following conditions are true:
■ The search string does not contain any wildcard. For example: "ABC".
■ The = (equal) sign does not precede the search string.
■ The AutomaticTrailingWildcards parameter in the InfraUIFramework section of
the application CFG file is set to TRUE or does not exist. The uagent.cfg file is an
example of an application CFG file. If the parameter is:

Tips for Queries
– TRUE. Siebel CRM automatically creates a trailing wildcard or adds a LIKE

predicate. If you use a script, and if this script creates a query, then Siebel CRM
adds a LIKE statement to the SQL that this script creates.
– FALSE or does not exist. Siebel CRM does not automatically create a trailing
wildcard or add a LIKE predicate. It typically sets this parameter to FALSE to
avoid using the Use Literals For Like user property.
However, note that wildcards are handled differently when you perform a wildcard
search in a popup window using the filter search fields and using the Query button as
follows:
■ Filter search fields. In this case, searching for *Ave returns all records containing
*Ave, for example, as follows:
Eight Ave Gourmet Market
Fourth Ave. Grocery
Gourmet Market 5th Ave
In this instance, a trailing wildcard (*) is appended to the search string.
■ Query button. In this case, searching for *Ave returns only records ending with
*Ave as follows:
Gourmet Market 5th Ave
In this instance, a trailing wildcard (*) is not appended to the search string.
Tips for Queries

Note the following tips when you create and execute queries:
■ The application automatically adds a wildcard to the end of your query. If you
search for Siebe, then all words beginning with the letters Siebe are found. For
more information, see "How Siebel CRM Handles Wildcards" on page 7-10.
■ When you create a query, the records matching the query criteria appear in a list.
While you work with the records in the list and move through the views within
the current screen, the list continues to show the records that were found when
you executed the query. The list is reset to the default list of records when you
leave and then again access the current screen.
■ If you no longer need the list of records in a query and want to reset the list, then
click navigate to the current screen again to return to the default set of records.
■ If a predefined query created by your organization appears in the drop-down list
for the Saved Queries field, then you cannot delete this query from the list.
However, you can modify the query criteria and save the query using another
name. For more information, see "Refining Queries" on page 7-5.
■ You cannot query on Notes views when you are connected to the server.
■ Any queries that execute in Administration screens against multi-value group
fields are automatically appended by EXISTS(). Consequently, you can see every
record, regardless of whether it is a primary record.
■ When you create a query and navigate through the views, use the hyperlinks on
the link bar to return to the queried list of records.
■ If you execute a query that includes more than one consecutive blank space, and if
you do not place quotes around the query, then the spaces are ignored, and you
see inaccurate results.

Tips for Queries
■ When the query results appear in list format, the first record is highlighted. It
might appear as though the record you select before running the query appears
again, but you are actually seeing a new set of records resulting from your query.
■ In query mode, check boxes have three states: checked, unchecked, and
intermediate. If you specify intermediate in a check box field when running a
query, then your application returns records that are checked and records that are
unchecked.
Note: The visual representation of the intermediate state of the check

box is browser dependent.
Related Topics
■ "Querying for Records in a Selection Dialog Box" on page 5-4
■ "Default Queries" on page 18-8
■ "Displaying Record Count" on page 6-8

8
Information Search
8
This chapter describes how to use the Search Toolbar to perform basic search,
advanced find, smart answer search, and Oracle Secure Enterprise Search operations.
It includes the following topics:
■ About Search Functionality
■ Performing a Basic Search
■ Performing an Advanced Find
■ Performing a Smart Answer Search
■ Performing a Smart Answer Search from Service Requests
■ Performing an Advanced Oracle Secure Enterprise Search Operation
■ Modifying Search Settings for Oracle Secure Enterprise Search
About Search Functionality

You can perform a text search across multiple components, fields, and files, in one
operation using the Search Toolbar, which is located on the menu toolbar. A search
operation allows a broad search by not requiring you to specify specific fields to search
on. In contrast, you use a query to locate one or more records that meet specified
criteria. Search operations are case insensitive, and you can use boolean operators to
create a more precise query.
Note: Drilldown from Find is not supported for multiple results.

Only a single result is supported for drilldown.
Siebel Search allows you to perform search operations on indexed data sources. The
Search Toolbar displays Advanced Find and OSES Advanced Search categories.
■ For Advanced Find, a drop down list of categories to search against appears.
■ For OSES Advanced Search, the Look In field displays the business components
that have been indexed for the Search Definition
The search categories map to individual business components. Multiple search
categories can be grouped into logical collections, to enable a single search to be
executed against multiple search categories.
The Look In field is preconfigured with different search categories, depending on the
Siebel application. For a list of preconfigured search objects provided for each Siebel
application, see Siebel Search Administration Guide.
Information Search 8-1

About Search Functionality
Administrators can configure the search categories in the Search Definition view of the
Search Administration UI. Users can perform queries against Siebel business
component records from anywhere in their Siebel application.
Siebel Search provides the following functionality:
■ Single Term Search. A search operation on a single search term. The search term
must contain more than one character. Oracle Secure Enterprise Search does not
support single character searches.
■ Multiple Term Search. A search operation on a multiple search terms. The implicit
Search Term Separator is AND. For example, if you enter the text performance
tuning, it is executed as performance AND tuning. Only results that contain all
search terms are returned.
■ Phrase Search. A search operation on a phrase. The phrase must be entered in
quotation marks.
■ Wildcard Search. A wildcard search operation using the asterisk wildcard
operator. You use the wildcard character either to represent a single character, or a
sequence of characters. For example, searching for the string Ora* finds documents
that contain all words beginning with Ora such as Oracle and Orator. You can also
insert an asterisk in the middle of a word. For example, searching for the string
A*e finds documents that contain words such as Apple and Ape.
■ Special Character Search. This search operation retrieves special characters other
than those facilitated by wildcard searches. For example, if you search for the term
on?line, the search returns matches to on line, on-line, on;line and on.line.
■ Searching Logical Collections. Users can choose from a number of categories
listed in the Look In list against which they can search. Multiple search categories
can be grouped in a single logical collection, for simultaneous searching.
Logical collections are defined by the administrator in the Search Indices Parent
Category View of the Search Administration UI. For information on defining
logical collections, see the topic about Creating a Logical Collection in Siebel Search
■ Automated Suggested Keywords. The automated suggested keywords feature
displays alternate search queries that are based on related keywords. The
automated suggested keywords are displayed in the form of a Did you mean:
[Suggested Keyword(s)] message. This automated message is useful for fixing
common errors in search queries, for example, entering Oracel instead of Oracle.
Also, synonyms can provide more relevant results, for example, cellular phones
for cell phones. Alternate keywords can also be used for product code names,
acronyms, and abbreviations.
■ Siebel Smart Answer Integration. The Siebel Search Center supports integration
with the Siebel Smart Answer knowledge base for manual or automated searches.
For information on configuring and using Siebel Smart Answer, see Siebel Smart
Answer Guide.
■ Computer Telephony Integration. The Siebel Search Center supports Computer
Telephony Integration for automated searches. For information on using
Computer Telephony Integration, see Siebel CTI Administration Guide.

Performing a Basic Search
Performing a Basic Search

Basic search searches every field in every business component configured across all
search engines configured for Siebel Search (for example: Siebel Find, Oracle Secure
Enterprise Search, and any other third-party search engine configured). Basic search
allows you to perform full text searches using simple or compound (boolean)
operators. Boolean operators allow you to create a more precise query.
To perform a basic search
1. Do one of the following as required:
■ In the Search Toolbar, type in your search criteria in the single text field and
then press Enter.
■ In the Search Toolbar, click in the empty single text field, and then select a
search that you recently performed.
When you click in the empty single text field in the Search Toolbar, a list of the
last five searches that you performed appears.
■ In the Search Toolbar, type in your search criteria in the single text field and
then select one of the auto suggestions to search within a selected category.
This option requires that the auto suggest feature is enabled for your
application’s search engine. For more information about enabling the auto
suggest feature, see Siebel Search Administration Guide.
■ If search operators are supported by your search engine then in the Search
Toolbar, type in your search criteria in the single text field including the search
operator and press Enter.
The following table describes some of the search operators that may be
supported by your search engine. These operators are supported by Oracle
Secure Enterprise Search. For more information about operators, see the
following topics:
– "Simple Query Operators" on page 7-8
– "Compound Query Operators" on page 7-10
– "How Siebel CRM Handles Wildcards" on page 7-10
Operator Function Syntax and Description

* Wildcard Placed at the at the end of a string, returns items
containing the string, or containing the string plus any
(asterisk)
additional characters at the position at which it
appears, up to (or beginning with) a space. For
example, searching for the string Ora* returns all words
beginning with Ora, such as Oracle and Orator.
AND Boolean AND Placed between search terms, returns only records and
documents containing both terms. For example,
& (ambersand)
searching for Oracle AND Siebel returns only records
and documents containing both terms.
OR Booleen OR Placed between search terms, returns records and
documents containing either term or both terms. For
| (vertical bar)
example, searching for Oracle OR Siebel returns only
records and documents containing one or both terms.

Performing an Advanced Find
Operator Function Syntax and Description

- (hyphen) Exclusion Placed before search terms, returns only records and
documents that do not contain the search term. For
NOT
example, searching for Oracle -Siebel returns only
records and documents that contain the word Oracle
and that do not contain the word Siebel.
"" Phrase Search Surrounds a string that, unless modified by a wildcard,
must be matched exactly. Allows searching for groups
(double quotation
of words in their exact order. For example, searching
marks)
for “Oracle Secure Enterprise Search” returns only
records and documents that contain the entire phrase
Oracle Secure Enterprise Search.
2. In the Search Results view:

■ Click the arrow beside a result to expand and show a summary of the search
result. Click the arrow beside a result to hide the summary again.
■ Click a hyperlink to drill down to the selected record.
■ Click the tab for each search engine configured to show the search results for
that search engine. Results appear by default in the Search Results view.
■ If no results are returned, then a message similar to the following appears:
Your search did not match any results.
Note: Sorting is applied to the search results that appear in the

results view rather than the entire result set. For third-party search
engines, the Search Web Service receives SortField and SortOrder hints
from Siebel, which indicates that the search results must be sorted.
The Web service issues the appropriate commands to the search
engine. The search engine sends results based on the SortField and
SortOrder values.
Performing an Advanced Find

Siebel Advanced Find supports real-time database queries on a field-by-field basis.
To perform an advanced find
1. Select Advanced Find from the drop-down list next to the Search Toolbar, and then
click Find.
A drop-down list of categories to search against appears. If a drop-down list does
not appear, then the auto suggest feature is not enabled for your application’s
search engine. For more information about enabling the auto suggest feature for
your search engine, see Siebel Search Administration Guide.
2. Select the category you want to search against.
3. (Optional) Click Reset to clear the fields of the search criteria from the last find
operation.
Reset clears the search criteria from the UI, but retains the search criteria in the
cache.
4. Enter your search criteria in the fields for the selected category.
The search criteria for that category is saved until the next find operation.

Performing a Smart Answer Search from Service Requests
5. Click Find to view the search results in the Search Results view.
Performing a Smart Answer Search

The Siebel Search Center supports integration with the Siebel Smart Answer
knowledge base for manual or automated searches. For information on configuring
and using Siebel Smart Answer, see Siebel Smart Answer Guide.
To perform a Smart Answer search
1. Select Advanced Find from the drop-down list next to the Search Toolbar, and then
click Find.
A drop-down list of categories to search against appears.
2. Select the Smart Answer category you want to search against.
Options include the following: Smart Answer, Smart Answer Service Request
3. Enter your search criteria in the Question textbox, including the search operator.
The table in "Performing a Basic Search" on page 8-3 describes the supported
search operators.
4. Click Find to view the search results in the Search Results view.
Performing a Smart Answer Search from Service Requests

The Siebel Search Center supports integration with the Siebel Smart Answer
knowledge base for manual or automated searches. For information on configuring
and using Siebel Smart Answer, see Siebel Smart Answer Guide.
To perform a Smart Answer search from a service request
1. Navigate to the Service screen, then the All Service Requests view.
2. Query for the service request that you want, and then click Go.
The service request details are returned.

Performing an Advanced Oracle Secure Enterprise Search Operation
3. From the service request applet, click Smart Answer to execute a smart answer
search from the service request.
Performing an Advanced Oracle Secure Enterprise Search Operation

Advanced Oracle Secure Enterprise Search is enabled when a search engine has been
configured and set as the default. For more information, see the topic about Activating
the Search Engine for Oracle Secure Enterprise Search in Siebel Search Administration
Guide.
To perform an advanced OSES search operation
1. Select Advanced OSES from the drop-down list next to the Search Toolbar, and
enter your search criteria.
The following table describes the Advanced Search options.
Option Description
All these words This option performs a Boolean AND search operation. This option
returns only records and documents containing all search terms. For
example, inputting Oracle Siebel returns only records and documents
containing both Oracle and Siebel.
Any of these words This option performs a Boolean OR search operation. This option
returns records and documents containing one or more of the search
terms entered. For example, inputting Oracle Siebel returns records and
documents containing Oracle, or Siebel, or both.
Exact phrase This option returns records and documents that exactly match the
entered phrase. For example, searching for Oracle Secure Enterprise
Search returns only records and documents that contain the entire
phrase. Note that quotation marks are not supported for this field.
Exact phrase & All This option returns records and documents that either exactly match the
of these words entered phrase or that contain all the search terms. For example,
inputting Oracle Secure Enterprise Search returns records and
documents that either contain the entire phrase or that contain (all the
search terms) Oracle, Secure, Enterprise, and Search.
None of these words This option returns only records and documents that do not contain the
search term. Note that quotation marks are not supported for this field.
Look In Displays the business components that have been indexed for the
Search Definition. Select the business component or components to
include in the advanced search operation.
Data Source You can choose to retrieve your search results from multiple data
sources. This feature is available if external data sources have been
enabled, for example, a File System Connector or a Web Crawler
Connector. For information on enabling a File System Connector and a
Web Crawler Connector, see Siebel Search Administration Guides.

Modifying Search Settings for Oracle Secure Enterprise Search
Option Description
File Format This option provides the ability to search by file format. The files are
processed by MIME type for this search operation. The search can be
filtered by the following file types:
■ All
■ HTML
■ Microsoft Excel
■ Microsoft PowerPoint
■ Microsoft Word
■ PDF
■ Plain text
■ Rich Text Format
2. Click Advanced Search to view the search results in the Search Results view.

The following procedure shows you how to modify the search settings for Oracle
Secure Enterprise Search.
To modify the search settings for Oracle Secure Enterprise Search
■ Select Search Settings in the Search Toolbar and modify the settings as required
The following table describes the settings that you can modify.
Setting Description
Default Sort Use the following options to sort the results:
■ Data Source. The results can be sorted by individual business
component, for example, Service Request or Account, or by
external data source, for example by File System or Web
Crawler.
■ Date. The date that the document was last modified.
■ Relevance. The relevance ranking is determined by Oracle
Secure Enterprise Search algorithms and is based on variables
such as proximity and frequency.
■ Result Type. The result data type, for example, a database
record or a PDF document.
Language Select a language to enable searching on keywords in a specific
language. English is the default search language.
Fetch Language Specific Select this option to exclude search result records that are not in the
Docs selected language.


9
iHelp
9
This chapter describes how to use iHelp in Siebel applications. It includes the
following topics:
■ About iHelp
■ Using iHelp to Complete Tasks
■ Using the iHelp Map
About iHelp
iHelp is a guidance tool that delivers real-time assistance while you navigate through
the application. At any time, you can drill down on one of the iHelp items to view
detailed instructions about how to complete a task. iHelp shows instructions in step
format and includes embedded view navigation links. In addition, iHelp can highlight
important fields and buttons on the view associated with each step of the task to draw
your attention to the controls you must use to complete the task.
Figure 9–1 shows an example of the iHelp pane for the Accounts screen.
Figure 9–1 Example of an Expanded iHelp Item
After you launch an iHelp item, it remains active until you end it. If you launch iHelp,
and navigate to a different screen, then the iHelp steps do not change. If iHelp is not
iHelp 9-1
Using iHelp to Complete Tasks
running a task, and you navigate to a screen, then you see iHelp items related to that
screen.
Using iHelp to Complete Tasks

You can launch iHelp to review the steps in a task, and then perform the task yourself,
or you can launch iHelp to drill down on different iHelp items and receive detailed
instructions for each step in a task.
To use iHelp
■ From the application-level menu, choose View, Action Pane, and then iHelp.
■ Click the How Do I button on the application toolbar.
The iHelp pane appears on the side of the application window. The pane lists the
iHelp items related to the current screen. The iHelp pane remains open until you
close it.
3. In the iHelp pane, drill down on an item to launch iHelp.
4. Follow the instructions provided in the iHelp pane.
Some additional information is provided in the following table.
Click To
A hyperlink in a step Navigate to the screen or view to perform an action.
A step Highlight a button in a form and a list or a field in a form to
help you to complete a task.
Expand the description of a step to show its details. The
details might contain substeps.
The down navigation arrow.

Collapse the description of a step.
The up navigation arrow.

Return to... Return to the high-level list of iHelp items.
Click for Additional Steps Access additional steps that are available because of certain
met conditions. If this link appears in the iHelp pane, then
you must complete each step in sequence before you can
access the additional steps. If you do not complete each
step, then an error message appears.
5. To close the iHelp pane, click Close (X) in the upper corner of the page.

Using the iHelp Map
Using the iHelp Map

The iHelp Map is a view that displays the iHelp items available to you in the same
format as the Site Map.
To use the iHelp Map
■ Choose Navigate, then Go to iHelp Map.
■ Choose Navigate, then Site Map, then iHelp Map, and then iHelp Map.
The iHelp Map screen appears.
2. To launch an iHelp item, click the iHelp item name.
iHelp 9-3
Using the iHelp Map

10
Task UI
01
This chapter describes how to use the task user interface (UI). It includes the following
topics:
■ About Task User Interface
■ Using Task UI
■ Navigational Buttons for Task UI
About Task User Interface

Task UI is a wizard-like user interface that:
■ Guides you through task execution.
■ Allows you to navigate back and forward during the task execution.
■ Allows you to resume or pause task execution at any point.
Task UI features help increase the efficiency of:
■ Novice or intermittent users by guiding them through the execution of unfamiliar
tasks.
■ Experienced users who want to switch between multiple tasks throughout their
workday.
Task UI includes the following features that support task execution:
■ Tasks Pane. Appears on the side of the screen and contains a listing of the tasks
available to you. These tasks relate to the current context. When you select a given
task, the Tasks Pane shows the sequence of steps for that task.
■ Navigation Buttons. The Task screen has a standard set of four buttons that
control navigation through the task flow. It includes buttons to move forward and
back through the task steps and provides the ability to pause a task for later
resumption and to cancel a task. For more information, see "Navigational Buttons
for Task UI" on page 10-2.
■ Radio Buttons. Radio buttons provide support for decision-making within a task.
The choices within a task determine the branches and screens that you can access.
After you launch a task item, it remains active until you complete it. If you launch
Tasks, and navigate to a different screen, then the task items do not change. For more
information about Task UI, see Siebel Business Process Framework: Task UI Guide.
Task UI 10-1
Using Task UI
Using Task UI
You can drill down on task items to launch the Task UI wizard and receive detailed
instructions for each step in the task.
To use Task UI
1. Click the Tasks button on the application toolbar.
The Tasks pane appears on the side of the application window and lists the task
items related to the current screen. The Tasks pane remains open until you close it.
2. In the Tasks pane, drill down on a task item to launch the Task UI wizard.
3. Select one of the radio buttons to choose an option, and click Next.
4. Follow the instructions in the wizard.
5. After you complete the task, close the Tasks pane.
Navigational Buttons for Task UI

Table 10–1 shows the navigational buttons for the Task UI wizard. Your application
might contain additional buttons.
Navigation happens on the first click in the Task UI wizard. As a visual cue, the step or
chapter name in the task pane is hyperlinked.
Table 10–1 Navigational Buttons in Task Wizard

Button Description
Previous Navigates to the previous step in the task. This button is disabled for the first
step. This button might also be disabled for the steps that follow the step in
which data is committed to the database.
Next Navigates to the next step in the task. This button also validates your actions and
prevents you from proceeding to the next step until the required criteria are met.
This button is relabeled Finish when you reach the final step of the task.
Pause Saves the task in its current stage and sends the task to your Inbox. You can
launch the task later and resume the task from where you stopped. You can set
this option from your user preferences. For more information, see "Confirmation
Before Deleting Records Prompt" on page 18-5.
Cancel Deletes the task without saving any data, but if a task is previously saved, then
restores the task to its previous state. The Pause and Cancel buttons are enabled
for all steps. However, when the data is already committed, the Cancel button is
disabled for the last step.
Submit Writes data while in the middle of a task. Some data is posted to the database
rather than queued until the end of the task.

11
Synchronizing Data for Disconnected Use
1
This chapter provides information about synchronizing Siebel application data. It

■ About Data Synchronization
■ Synchronization Process
About Data Synchronization

Data synchronization applies to you if you are a remote user of the application. You
must synchronize data on a regular basis to maintain the data on your remote system
for disconnected use.
The application is the interface that allows you to add and manipulate information for
disconnected use. Using an internet connection, you synchronize your system by
sending and receiving data over the internet. Figure 11–1 shows the synchronization
process.
For example, if you add several new opportunities to your local data, then you must
synchronize this data, which is on your mobile device, with the data on the network.
This synchronization transfers the new data to the network. If, on the server, you are
added as a team member to a new account, then you must synchronize data so that the
data for this new account is added to your mobile device.
For information about setting up synchronization preferences, see Siebel Remote and
Replication Manager Administration Guide.
You synchronize data regularly for the following reasons:
■ To make sure your local data is current.
■ To make sure the total time to synchronize is as short as possible. Regular
synchronization results in shorter synchronization times.
■ To share updates with colleagues.
Note: You must synchronize data quickly so that the most up-to-date
information resides on your mobile device. Each organization has its
own guidelines for the synchronization process.
Synchronizing Data for Disconnected Use 11-1

Synchronization Process
Synchronization Process
Figure 11–1 shows the steps that are involved in the synchronization process.
Figure 11–1 Synchronization Process
The steps in the synchronization process (shown in Figure 11–1) are as follows:
1. You make offline changes to the data on your mobile device (tablet or laptop).
2. You dial in and synchronize data.
You initiate the synchronization process by choosing File, then Synchronize
Database from the application-level menu.
3. The server accepts all the changes to the server data and any new or changed data
from your mobile device.
4. You see all the changes to your mobile device data and any new or changed data
from the server.

12
Information Sharing
12
This chapter describes the different ways to share application information. It includes
the following topics:
■ Using the Inbox
■ Running Reports
■ Emailing, Faxing, Paging, and Sending Outbound Wireless Messages
■ Creating Bookmarks
■ Importing Data into Applications
■ Exporting Data to an External File
Using the Inbox

The Inbox provides you with a centralized list of items requiring your attention, such
as approvals and notifications. The Inbox can include almost any business entity,
including service requests, approvals, and opportunities.
When you select an item in your Inbox list, the Detail view in the lower part of the
application window is updated to show the fields for that type of business entity. You
can see the details of the record without navigating to another screen. You can also
perform default actions, such as approving an expense report, directly from the Inbox.
To use your Inbox
1. From the application-level menu, choose Navigate, then Site Map.
2. Click Inbox.
The Site Map displays the views available for the Inbox.
3. Click Inbox Items List.
4. In many cases, you can drill down on the Name field hyperlink to see details
about the work item.
Information Sharing 12-1

Running Reports
Running Reports
In Siebel clients (Web client, Mobile Web client, and Developer Web client), you run
Reports in views. While in a view, you can perform a query, and then select the report
you want to run. For more information, see Information Query.
You can monitor long-running reports, view previously run reports, and delete
reports. For more information about the Siebel Reports user interface, see Siebel Reports
Guide.
Note: Reports functionality is an optional application extension.
To run a report
1. Navigate to the screen and view that contains the information for which you want
to run a report.
2. (Optional) Limit report data by running a query.
3. On the application toolbar, click the Reports button.
The Run Report pane appears.
4. In the Run Report pane, complete the appropriate fields.
Field Description
Report Name Select an available report. The available reports apply to the screen and view
to which you navigate.
Custom Name Type a custom name for the report to name the report a different name from
the value in the Report Name field.
Output Type Select the output type for the report.
Report Locale Select the locale for the report.
5. Click Submit.
The designated report runs.
6. Click My Reports to navigate to the Reports view of the BI Publisher Reports
screen.
A record for the run report appears in the Reports view.
7. Drill down on the Report Name field in the Reports view to display the report in a
new window.
You can print the report by using the print feature for the application in which it
appears.

Emailing, Faxing, Paging, and Sending Outbound Wireless Messages

You can send email messages, faxes, pages, and outbound wireless messages (for
example, text messages or Short Message Service messages) from within the
application. The following commands are available when you choose File on the
application-level menu:
■ Send Email. Allows you to send email directly from the application. For more
information, see "Outbound Communications Preferences for Send Email" on
page 18-6.
■ Send Fax. Allows you to send a fax directly from the application.
■ Send Page. Allows you to page someone directly from the application.
■ Send Wireless Message. Allows you to send a message to another person’s mobile
device from the application.
Alternatively, you can send messages by clicking Share on the menu toolbar, and
selecting an option. For more information, see "Sending Messages" on page 3-9.
Sending a fax, page, or an outbound wireless message is similar to sending an email. If
you cannot send a fax, page, or outbound wireless message, then contact your Siebel
administrator.
The configuration of your application determines whether you have access to send
functionality. For more information, contact your administrator.
Sending Email from Applications

You can send email messages from any context (location) within the application. Your
administrator can configure the application so that you can use context-specific email
message templates to improve efficiency and standardize replies for the types of
communications that occur frequently.
Figure 12–1 shows an example of the Send Email dialog box.
Figure 12–1 Example of the Send Email Dialog Box

Applications support user choice regarding the software for Send Email. The choice of
software is determined by the value of the Email Client user preference setting in your
application.
To send an email from the application
1. Navigate to the screen that you want.
2. Select the record for which you want to send the email.
On some screens, data associated with the selected record might be inserted into
the email.
3. From the application-level menu, choose File, then Send Email.
Note: On some screens, the Pick Recipients dialog box might appear.
If this dialog box appears, then select a recipient (or select None) from
the list, and click OK.
The Send Email dialog box appears.

4. Complete the appropriate fields in the dialog box.
Verify that the From field includes your profile name. If this field does not include
your profile name, then select a profile name from the drop-down list for this field.
If no profile is available, then contact your administrator.
You can select a template containing predefined text for the email from the
drop-down list for the Body field.
5. (Optional) Complete the following additional steps:
a. Attach literature and other files to the email by clicking Add Literature (the
open book icon) or Add Attachment (the paperclip icon) next to the
Attachments field.
Launching the Send Email dialog box from an attachment record
automatically attaches the file in the attachment record to the email.
b. If you select HTML as your Default Message Format user preference, then edit
aspects of the message text, such as font size, font color, paragraph
justification, and so on. For more information, see "Using the HTML Editor"
on page 12-4.
The email recipient sees this formatting if the recipient’s email client software
supports HTML.
6. Click Send to send the email.
Using the HTML Editor

You can set your user preferences to allow you to use the HTML editor in the Send
Email dialog box. For more information, see "Outbound Communications Preferences
for Send Email" on page 18-6.
In your application, you might come across various screens in which you can invoke
the HTML editor. The HTML editor provides special editing controls that allow you to
use supported HTML formatting, and also provides some standard editing features,
such as cut and paste.
It is recommended that you use CTRL+Enter to move to a new line using the HTML
editor. Doing so avoids empty rows.

Importing Data into Applications
About Outlook (F9) Integration

F9 integration is supported by the Siebel Email client due to integration limitations
between client-side desktop applications and Web browser security models. Using the
integrated email client within Siebel has many benefits. For example, the internal
email client is able to capture customer responses, not just outbound emails in the
customer profile. All communications are captured, not just the outbound
communications.
Creating Bookmarks
A bookmark is a URL that links to a specific record in the application. A bookmark
included in an email message or a document allows a user to click a link to navigate
directly to a record if the application is active on the user’s computer. If not logged in
to the application, a user must authenticate to the application to gain access to the
record.
When you click the link in an email message or a document, a new browser window
might open to access the application. If an error message appears indicating that you
cannot access the application from this window, then close the window, open a new
window, and paste the URL into the new window. If the application is running on
your computer, then you can also paste the URL into the browser for that application.
To add a bookmark to an email or a document
1. Navigate to and select the record to which you want to create a link.
2. To create a bookmark from the URL in the browser, select the URL in the address
field of the browser, and then copy and paste this URL to an email or document.
Importing Data into Applications

You can import data into only certain parts of the application. For example, you cannot
import contacts into the My Personal Contacts view. However, you can add personal
contacts by creating new records in the Personal Contacts view or by synchronizing
with a Personal Information Manager (PIM), such as Microsoft Outlook.
To import accounts or opportunities, then contact your administrator. You can import
a maximum of 2000 records at the same time.
To import data into the application
1. Navigate to the screen into which you want to import data.
Note: You cannot use the import feature from a view.
2. Click Menu (the cogwheel icon), and then click Import.

The Import dialog box appears.
3. In the Import dialog box, do the following:
a. Click Browse for the Input File field to select the file to import.
A dialog box appears.
b. Select the file you want to import, and click Open.
c. Use the Input Format option buttons to select the format of the input source
file.

Exporting Data to an External File
Note: The file you import must be consistent with the format you
select for the Input Format option.
d. Use the Input Source option buttons to define the type of mapping you want
to use.
The Auto Mapping option uses the structure of the import file to map fields.
The Predefined Mapping option uses a set format that is based on the source
application, for example, ACT!. When you select the Predefined Mapping
option, you must select the corresponding source from the Input Source
drop-down list.
Note: When importing using predefined mapping, all the fields must
be defined in the Import Object in Siebel Tools. A certain format is
required for predefined mapping. For more information, contact your
administrator.
e. Use the Conflict Resolution option buttons to select the method you prefer to
use if the import process encounters a conflict between records.
f. Click Next.
If you choose the Predefined Mapping option, then go to step 5. If you choose
the Auto Mapping option, then the Import mapping dialog box appears.
4. Verify that the mappings in the Field Mappings list are correct.
To update a mapping, select the field in the Import Field list, select the
corresponding field in the Field list, and then click Update Mapping. The mapping
in the Field Mappings list is updated.
5. Click Next.
The records from the import file are imported into the database. When the import
finishes, a status dialog box appears.
6. Click OK to close the dialog box, or click View Log to review information about
the import.

The export feature is useful when you query for specific data and want to export that
data to a separate file. The exported data in the file might be in Microsoft Excel, but
you can import the data into other applications.
Dates or numbers in exported data are formatted according to your computer’s
regional settings. You can configure your regional settings using the Microsoft
Windows Control Panel. In some cases, the formatting depends on the regional
settings on the company server. For more information, contact your Siebel
administrator.
You export from a list. You can export a single record or a list of records.
Note: If a record you export includes a multi-value group field, then

only the primary value for that field is exported.

To export data to an external file

1. Navigate to the screen from which you want to export data, and run a query to
display the records.
2. (Optional) Use the Columns Displayed function to add columns to and remove
columns from the list.
For more information, see "Organizing List Columns" on page 6-15.
3. Click Menu (the cogwheel icon), and then click Export.
The Export dialog box appears.
4. In the Export dialog box, do the following:
a. Use the Rows To Export option buttons and Columns To Export option
buttons to define the rows and columns you want to export.
Note: The order of exported columns is determined in Siebel Tools

by the order of the Sequence property values of the columns as they
are set in the List Column object. For more information about
properties of the List Column object, see Siebel Object Types Reference.
b. Use the Output Format option buttons to define the format of the output
document.
To correctly export data to a Microsoft Excel document, select the Tab Delimited
Text File option. Select the Text File With Delimiter option to add quotes around
each field value to help differentiate between each column value.
Note: For numeric fields, the number of digits after the decimal
point that are exported to the document is determined by the regional
settings of your operating system. Modifying the operating system
settings allows for more digits, up to a maximum value of nine digits
after the decimal point.
c. Click Next.
Note: The export process can take several minutes if you export a
large amount of data. A message showing the current status of the
export appears (and is periodically updated) on the Export dialog box.
Performance might be adversely affected if you export more than
50,000 records.
5. In the dialog box for opening the exported file, select the appropriate option, and
click OK.
If the dialog box does not appear, then you can access the exported file in your
directory of exported files.
6. Click Close in the Export dialog box.


13
Calendar
13
This chapter describes how to use the calendar. It does not apply to users who
integrate Microsoft Outlook with their applications. It includes the following topics:
■ About the Calendar
■ Calendar Formats
■ Calendar Views
■ Viewing Activities
■ About Activity Defaults
■ Recurring Activity Defaults
■ Viewing Calendar Activities
■ Adding Activities to the Calendar
■ Deleting Calendar Activities
■ Creating Recurring Calendar Activities
■ Deleting Recurring Calendar Activities
■ Adding Activities in the To Do List
■ Marking To Do Activities Complete
■ Changing Activities
■ Rescheduling Activities
■ Adding Participants to Activities
■ Removing Participants from Activities
■ Using Alarms for Activities
■ Activating Alarms
■ Postponing and Dismissing Alarms
■ Using the Participant Availability Subview
■ About Using Group Calendars
■ About Viewing Calendar Availability
■ Granting Access to Your Calendar
■ Saving Charts
Calendar 13-1
About the Calendar
About the Calendar

The Calendar screen allows you to manage your time and scheduled activities. You
can choose the visual format that you want for the calendar. These formats include the
daily, weekly, or monthly calendar format. In the Calendar screen, you can schedule
activities, view activities, invite participants to meetings, view your tasks in a To Do
list, and print your calendar.
Note the following about using calendar:
■ An explicit click is required to make a date selection in the calendar.
■ The current date is not assumed as the default date.
■ Calendar does not show a time zone drop down list for Sales Orders.
■ A 7 day view is not available for calendar.
Figure 13–1 shows an example of the Calendar screen.
Figure 13–1 Example of the Calendar Screen
Each activity that appears in the calendar is highlighted in the color associated with
the Status field value of that activity. The color legend for the calendar shows only
those colors that appear in the displayed calendar, not all possible colors. The Siebel
administrator can change the colors for Status field values and change the field that
determines activity color from the Status field to another field, such as the Type field.
For more information about customizing these colors and fields, see Configuring Siebel
Open UI.
All-day events appear in a reserved slot at the start of the calendar screen. By default,
the all day slot does not appear in the calendar, and must be enabled by your Siebel
administrator. For more information about customizing the calendar all day slot, see
Configuring Siebel Open UI.

Calendar Formats
Your working hours for the current date and future dates are denoted by line that
represents the beginning of your workday (or the current time), and a line that
represents the end of your workday. You can change the start time and the end time of
your workday. For more information about changing your workday start and end
times, see "Length of a Workday" on page 18-13.
In the Activities screen, you can create an activity with a planned start time, and the
activity is automatically placed on your calendar. Changing the information for a
scheduled activity on the calendar changes the same information in the Activities
screen. Similarly, changing information about an activity in the Activities screen
changes the same information in the calendar.
Some views in the Calendar screen display a To Do list. Activities that you specify as
To Do activities appear in your To Do list. You can view your uncompleted To Do
activities in this list.
Calendar Formats
The configuration of your application determines the availability of certain features.
Therefore, the calendar formats you see can differ from the calendar formats described
in this topic. Calendar format buttons appear in the Calendar screen. Table 13–1
describes the calendar format buttons.
Table 13–1 Calendar Format Buttons

Switch to daily view Displays your activities that are scheduled for the selected day.
Switch to week view Displays your activities that are scheduled for the selected
week. You can designate a 5 Day Weekly format or a 7 Day
Weekly format in your user preferences. For more
information, see "Default Calendar Formats" on page 18-15.
Switch to month view Displays your activities that are scheduled for the selected
month.
If the current date appears in the calendar format, then that date is automatically
selected and highlighted when you access a calendar. If you click a time slot in the
calendar, then that time slot is also highlighted.
You can navigate to a date in calendar formats in the following ways:
■ Click the navigation buttons on either side of the calendar title to navigate to the
previous calendar interval or to the next calendar interval as required.
The calendar title determines the calendar interval to which you navigate. For
example, if the calendar title is August 6 - 12, 2012, then the calendar is in the
weekly calendar format.
■ Click the Today link to navigate to the current date when the current date does not
appear in the displayed calendar format.
■ Click the calendar select button to navigate to a date. This date does not have to
appear in the displayed calendar format.
When you click the calendar select button, you access the calendar control. Unlike
the calendar control for fields, the calendar control for the Calendar screen does
not include an OK button and a Now button that you can click to select a date. In
Calendar 13-3
Calendar Views
the calendar control for the Calendar screen, you click a date to select the date. For
more information about the calendar control, see "Calendar Control" on page 4-5.
■ In the monthly calendar format, click a date in the calendar.
Calendar Views
Calendar views are available in screens, such as Accounts, Contacts, Campaigns,
Projects, and Opportunities. Each Calendar view allows you to create activities
without navigating to the Calendar screen and leaving the current screen.
Calendar views in screens allow you to associate activities with an active record. For
example, if you create a new activity in the Calendar view of the Accounts screen, then
the new activity applies to the Account and Site fields in the active account record.
You can navigate to a date in Calendar views in the same way that you navigate to a
date in Calendar screens. For more information about this date navigation, see
"Calendar Formats" on page 13-3.
This date navigation is available only if administrators configure calendar views in
screens for the Siebel Web client application. For more information about this
configuration, see Configuring Siebel Open UI.
Viewing Activities
Activities can appear in the Activities screen, in the Calendar, and in the To Do list.
The place where an activity appears depends on the place where you create it.
Table 13–2 explains where activities appear.
Note: You cannot query for activities in the calendar.
Activities cannot appear in the Calendar and the To Do list at the same time.
Table 13–2 Where Activities Appear

If you create an Then the activity
activity here... automatically appears here... Comments
Calendar screen Calendar screen None.
Activities screen
To Do list To Do list None.
Activities screen
Activities screen The location associated with Values in the drop-down list for the
value you select from the Display In field include: Calendar and
drop-down list for the Display Activities, To Do and Activities, Activities
In field Only, and Communication and Activities.
If you choose Calendar and Activities in
the Display In field, but do not assign a
start time to the activity, then the activity
does not appear in your calendar.
If you choose Communication and
Activities in the Display In field and
Email - Inbound in the Type field, then the
activity appears in Communications List
view of the Communications screen.

Viewing Calendar Activities
About Activity Defaults

When you create a new calendar activity, some fields are populated with default
values. Table 13–3 shows these values as they appear in a preconfigured application.
Table 13–3 Default Values for Calendar Activity Fields

Field Default Value
Type Appointment.
Start Date and time that is determined by the way you create the activity.
If you select a single time slot or multiple time slots in the calendar, then the default
Start value is the date and start time for that time slot or group of time slots.
If you click New Record (the plus (+) icon), then the default Start value is the
calendar date to which you navigate and the start time of the time slot that begins
after the current time. For example, if the current time is 11:02 A.M. and the
calendar interval in your user preferences is 15 minutes, then the start time
defaults to 11:15 A.M.
Duration Default value, in minutes, in your user preferences.
End Start time plus the value in the Duration field.
Owner Your user ID in the application when you view your calendar, and another user ID
when you view another user’s calendar.
Recurring Activity Defaults

When you create a recurring activity, the End By field defaults to a predetermined
value that is based on the value you select from the drop-down list for the Repeat Type
field. You can change this predetermined value as needed.
Table 13–4 shows the default values for the End By field. For more information about
recurring activities, see "Creating Recurring Calendar Activities" on page 13-7.
Table 13–4 Default Values for End By Field

If Repeat Type value is... Then the default End By value is...
Daily Today plus 7 days
Weekly Today plus 90 days
Monthly Today
Yearly Today
Viewing Calendar Activities

You can view and manage activities in the daily, weekly, or monthly format of your
calendar. You can specify any of the calendar formats as the default format in the
Calendar screen. For more information, see "Default Calendar Formats" on page 18-15.
Note: You cannot query for activities in the calendar.
To view calendar activities

1. Navigate to the Calendar screen.
The calendar appears, showing the daily calendar format.
Calendar 13-5
Adding Activities to the Calendar
2. (Optional) Click a button to change the calendar format.

For more information, see "Calendar Formats" on page 13-3.
3. Place your cursor over the hyperlink for an activity description to view details
about that activity.
Adding Activities to the Calendar

You can add activities to any time slot in the calendar. You can designate the time for
your work hours in your user preferences. For more information, see "Length of a
Workday" on page 18-13.
To add an activity to the calendar
2. (Optional) Navigate to a date in the calendar.
If you complete this step, then the value in the Start field of the Calendar Detail
form includes the date to which you navigate. The Calendar Detail form appears
when you complete the next step. For information about navigating to a date in
the calendar, see "Calendar Formats" on page 13-3.
3. In the daily, weekly, or monthly calendar format, click New Record (the plus (+)
icon).
The Calendar Detail form appears.
4. Complete the fields.
5. Click Save This One.
The activity appears in your calendar and in the Activities screen.
Entering Activities Directly in the Calendar

In the daily and weekly calendar format, you can enter an activity directly in the
calendar.
To enter an activity directly in the calendar
2. In the daily or weekly calendar format, click the time slot for which you want to
create the activity.
If you want to create an activity that spans multiple time slots, then click the first
time slot and with the mouse button depressed, move the activity to the last time
slot and then release the mouse button.
3. In the New Event dialog box, enter a description, and click OK.
The activity appears in your calendar and in the Activities screen.
Deleting Calendar Activities

You can delete an activity from any calendar format in the Calendar screen. However, you
cannot delete read-only activities. Read-only activities include the following activities:
■ Some activities imported from other applications, such as Microsoft Outlook or
Microsoft Exchange.
■ Activities that you do not own in your calendar.

Creating Recurring Calendar Activities
■ Activities that you can only view in the calendars of other users.
■ Activities that are protected by industry-specific functionality.
For example, some call records in the Life Sciences application are read-only. You
can delete the call record, but not the calendar activity for the call record.
To delete an activity
2. In the daily, weekly, or monthly calendar format, click the hyperlink for an activity
description to access the activity.
3. Click Delete This One.
If you are the primary employee for the activity, then the activity is deleted from
every participant’s calendar. If you are a non-primary employee for the activity,
then the activity is deleted from only your calendar.
Creating Recurring Calendar Activities

You might find that you want to schedule recurring activities, such as meetings. Instead
of creating a new meeting every time a recurring meeting occurs, you can create one
activity and set the activity to repeat at specific times to create a series of meetings.
Note: When you modify a recurring meeting and click Save All, your
changes are applied to the current meeting and to every future
meeting in the series. However, your changes are not applied every
previous meeting in the series.
To create a recurring calendar activity

2. In the daily, weekly, or monthly calendar format, click New Record (the plus (+)
icon).
3. Complete the fields.
Field Description
Alarm (Optional) Select this check box to activate an alarm for the activity.
A user preference automatically activates the alarm each time you create an
activity. For more information, see "Activating Alarms for All Calendar Activities"
on page 18-13.
Repeat Type Select a value to designate how often you want this activity to recur. For more
information about the Repeat Type value, see Table 13–4.
Select the appropriate option for the value that you select in the Repeat Type field.
End By (Optional) Select the date on which you want the activity to stop recurring by
selecting this option and clicking the Calendar button in the field.
Calendar 13-7
Deleting Recurring Calendar Activities
Changing Recurring Activities to Nonrecurring Activities

You can change a recurring activity to a nonrecurring activity.
To change a recurring activity to a nonrecurring activity
3. From the drop-down list for the Repeat Type field, choose Non-Repeating.
4. Click Save All.
All future instances of the activity are deleted. The activity for the current day and
previous days are not deleted.
Deleting Recurring Calendar Activities

When you delete a recurring activity, you can choose to delete just one instance or
every instance of the activity.
Complete the procedure in this topic to delete one instance of a recurring activity.
To delete a recurring activity
■ Click Delete This One.
This instance of the activity is deleted. Every other instance is still scheduled.
■ Click Delete All.
Every instance of the recurring activity from the current day forward is
deleted. Any instances of the recurring activity before the current day remain
on the calendar.
Adding Activities in the To Do List

The To Do list appears in the Calendar screen next to the calendar format.
To Do activities have the following characteristics:
■ They are activities that have a Type field value of To Do.
■ They carry forward every day until they are marked complete.
■ They do not appear in the Calendar itself.
Note: Alternatively, you can add a new To Do activity in the

Activities screen and select To Do and Activities from the drop-down
list for the Display In field.

Changing Activities
To add a To Do activity
2. In the To Do list, click New (the plus (+) icon).
A blank row appears in the list.
3. Enter values in the Description and Due fields.
4. (Optional) To add more information to the activity, drill down on the Description
field hyperlink of the activity.
Marking To Do Activities Complete

To Do activities remain in your To Do list and carry forward to the next day until they
are complete. Use the Done check box to mark a To Do activity as complete. After an
activity is marked complete, that activity does not appear in the To Do list when the
Calendar screen is refreshed. Only incomplete items appear in the To Do list.
To mark a To Do activity as complete
2. In the To Do list, select the To Do activity you want to mark as complete.
3. Select the Done check box.
Changing Activities
After adding an activity to your calendar, you can change the activity. You drill down
on the activity and make changes in the Calendar Detail form.
Changing Nonrecurring Activities

Complete the procedure in this topic to change nonrecurring activities.
Note: Each time you create or modify an activity in the calendar, you
can choose to automatically notify any employees who are associated
with the activity. For more information, see "Email Prompts for
Meetings" on page 18-14.
To change a nonrecurring activity

3. Make the necessary changes, and click Save This One.
Changing Recurring Activities

Complete the procedure in this topic to change recurring activities. When you change
a recurring activity, you must make sure to save it properly.
Calendar 13-9
Rescheduling Activities
To change a recurring activity

3. Make the necessary changes, and click one of the following buttons:
■ Save This One. Saves the changes you make to the current recurring activity,
changes the activity to a non-recurring activity, and does not change every
other recurring activity in the series.
For example, a recurring activity is scheduled to occur daily from August 21
until August 25. If you change the August 23 instance of the activity and click
Save This One, then only the August 23 activity changes. This activity also
becomes non-recurring and is no longer associated with the other activities in
the series.
■ Save All. Saves changes you make to the current recurring activity and to all
subsequent recurring activities in the series. However, the changes are not
applied to any activities that are scheduled before the current activity.
For example, a recurring activity is scheduled to occur daily from August 21
until August 25. If you change the August 23 activity and click Save All, then
the activities scheduled for August 23, August 24, and August 25 change, but
the activities scheduled for August 21 and August 22 do not change.
Rescheduling Activities
You can use different methods to reschedule activities.
Changing Date Fields

In any calendar format, you can change date fields to reschedule activities.
To reschedule an activity by changing date fields
3. Change the value in the Start field.
4. Change the value in the End field.
Moving Activities
In the daily and weekly calendar format, you can move an activity to reschedule the
activity.
To reschedule an activity by moving the activity
2. In the daily or weekly calendar format, click to select the activity time slot on the
calendar and with the mouse button depressed, move the activity to a different
time slot on the calendar and then release the mouse button.

Adding Participants to Activities
Stretching Activity Borders

In the daily and weekly calendar format, you can stretch the cell borders for an activity
to reschedule the activity.
To reschedule an activity by stretching the activity borders
2. To change a start time for the activity, do the following:
a. Place the cursor over the upper border of the activity.
A line with arrowheads appears.
b. Click to select the activity’s upper border and with the mouse button
depressed, move the border to an earlier or later time and then release the
mouse button.
3. To change an end time for the activity, do the following:
a. Place the cursor over the lower border of the activity.
A line with arrowheads appears.
b. Click to select the activity’s lower border and then move the border to an
earlier or later time.
Adding Participants to Activities

When you add an activity to your calendar, you might also want to add the people
who participate in the activity. You can add participants to the activity on your
calendar. Participants can include contacts and employees.
Participants can also include resources, such as a projector or a conference room. For
more information, see "Using the Participant Availability Subview" on page 13-16.
Adding Contacts to Activities

You can add contacts to activities.
To add contacts to an activity
The Calendar Detail form appears with the Participants list beneath it.
3. In the Participants list, click Add Contact.
The Add Contacts dialog box appears.
4. Select one or more contact records, and then click OK.
The selected contacts appear in the Participants list and are part of the activity.
Adding Employees to Activities

You can add employees to an activity.
To add employees to an activity
Calendar 13-11
Removing Participants from Activities
3. In the Participants list, click Add Employee.
The Add Employees dialog box appears. Use Query (the magnifying glass icon) in
the Employees list to find an employee as required.
4. Select one or more employee records, and then click OK.
The selected employees appear in the Participants list and are part of the activity.
5. (Optional) Review the Participants list to verify an employee’s availability.
Adding Resources to Activities

You can add resources to an activity.
To add resources to an activity
3. In the Participants list, click Add Resource.
The Pick Resource dialog box appears.
4. Query for the type of resource you are looking for.
5. Select one or more records, and click Check Availability.
Only the resources that you select in Step 4 appear. A check mark appears in the
Available column for any resource that is available during the time of the activity.
6. Select the available or unavailable resources that you want to add to the activity,
and then click OK.
The selected resources appear in the Participants list.

You can remove contacts and employees from an activity using the Calendar Detail
form.
Removing Contacts from Activities

You can remove contacts from activities.
To remove contacts from an activity
3. To remove a single contact:
a. Click the contact name in the Participants list to select the contact.

b. Click Delete (the trash can icon).

c. Click OK when prompted to confirm the deletion.
4. To remove multiple contacts:
a. In the Contacts field of the Calendar Detail form, click the multiple select
button.
The Contacts dialog box appears showing a list of Available and a list of
Selected contacts for the activity.
b. In the Selected list, do one of the following:
– Select the contact that you want to remove from the activity, and then click
Remove (the back arrow). Repeat as required.
– Select Remove All (the double back arrow) to remove all contacts from the
activity.
The removed contacts no longer appear in the list of selected contacts.
c. Click OK.
Removing Employees from Activities

You can remove employees from activities.
To remove employees from an activity
3. To remove a single employee:
a. Click the employee name in the Participants list to select the employee.
4. To remove multiple employees:
a. In the Employees field of the Calendar Detail form, click the multiple select
button.
The Employees dialog box appears showing a list of Available and a list of
Selected employees for the activity.
b. In the Selected list, do one of the following:
– Select the employee that you want to remove from the activity, and then
click Remove (the back arrow). Repeat as required.
– Select Remove All (the double back arrow) to remove all employees from
the activity.
The removed employees no longer appear in the list of selected employees.
c. Click OK.
Removing Resources from Activities

You can remove resources from activities.
Calendar 13-13
Reassigning Activities
To remove resources from an activity

3. To remove a resource, do the following:
a. Click the resource name in the Participants column of the Participant
Availability subview to select the resource.
Reassigning Activities
After creating an activity and adding employees to it, you might want to reassign the
activity to a different employee. That is, you might want to make a different employee
the primary employee for the activity.
To reassign an activity
3. In the Employees field, click the multiple select button.
The Employees dialog box appears showing the list of selected employees for the
activity, and the primary employee appears with a check mark in the Primary
field.
You must change the primary employee to reassign the activity.
4. If the employee to whom you want to assign the activity does not appear in the
Selected list of employees, then select the employee in the Available list of
employees, and then click Add (the forward arrow) to add the employee to the
Selected list of employees.
5. When the employee to whom you want to assign the activity appears in the
Selected list of employees, do the following:
a. Click the Primary field in the record for this employee, and then click the
check box.
The activity is reassigned.
b. If the previous primary employee is no longer involved with the activity, then
access the Employees selection dialog box again, select the employee in the
Selected list of employees, and then click Remove (the back arrow) to remove
the employee from the Selected list of employees.
Using Alarms for Activities

Alarms can notify you of the start time for a pending activity. The Alarm check box in
each activity record activates this notification. For alarm notification, a dialog box
appears in the application window at a predetermined time before the start of an

Postponing and Dismissing Alarms
activity. You can postpone the alarm so that it appears again at a specified time. For
more information, see "Postponing and Dismissing Alarms" on page 13-15.
For a recurring activity, the alarm appears at the specified time before the start of each
instance of the activity. You can specify the time at which an alarm triggers for each
activity when you create the activity. You can also specify a default alarm time for all
activities. For more information, see "Default Alarm Lead Times" on page 18-14.
Alarms trigger and appear only if you are logged in to the application at the time of
the alarm. If you log in after an alarm is scheduled to trigger, then it triggers when you
log in. Also, an alarm does not appear if the application is not the active application on
your desktop when the alarm is due. Instead, you hear the alarm chime and you see a
flashing button in your task bar. You can click the flashing button in the task bar to
view the alarm.
Depending on the configuration of your application, you might not have access to
alarm functionality. For more information, contact your administrator.
Activating Alarms
To activate (or set up) an alarm for an activity, select the Alarm check box in an activity
record on any screen that provides an Activities view or in the Calendar screen.
Alarms work correctly only if your computer's time zone setting is the same as the
time zone set up in your user preferences. For more information, see "Default Time
Zone" on page 18-2.
To activate an alarm for a calendar activity
1. Navigate to the Calendar screen
2. In the Daily, Weekly, or Monthly calendar format, click the hyperlink for an
activity description to access the activity.
3. Select the Alarm check box
The Alarm Lead field is automatically populated with the default lead time set up
in your user preferences. For more information, see "Default Alarm Lead Times"
on page 18-14.
4. To change the lead time, select a value from the drop-down list for the Alarm Lead
field.
An alarm icon appears next to the hyperlink for the description of the activity in
the calendar.
Note: You might want alarms to trigger for every calendar activity
you create. You can perform this setup in your user preferences. For
more information, see "Activating Alarms for All Calendar Activities"
on page 18-13.
Postponing and Dismissing Alarms

When an alarm appears on your screen, you can postpone or dismiss it. When you
postpone it, you can specify the length of time for the alarm snooze. In your user
preferences, you can set a default for the alarm snooze time in all of the activities you
create. For more information, see "Default Alarm Snooze Times" on page 18-14.
Calendar 13-15
Using the Participant Availability Subview
Postponing Alarms
You can postpone an alarm in the Alarm dialog box.
To postpone an alarm
1. In the Alarm dialog box, choose the length of time for which you want to postpone
the alarm from the drop-down list for the Snooze For field.
2. Click Snooze to postpone the alarm.
The alarm appears again after the amount of time you specify passes.
Dismissing Alarms
You can dismiss an alarm in the Alarm dialog box.
To dismiss an alarm
■ In the Alarm dialog box, click Dismiss to close the alarm.
The alarm does not appear again for the activity.
Note: If multiple alarms appear before you either postpone or dismiss

them, then they are all queued behind the same alarm dialog box. You
can click the Previous and Next buttons to move to each alarm. You can
also click Dismiss All to dismiss every alarm that is currently active, or
you can click Snooze All to postpone every alarm that is currently active.
Using the Participant Availability Subview

The Participant Availability subview that appears after the Calendar Detail form can
provide you more information about an activity and its participants.
Figure 13–2 shows an example of the participant availability subview.
Figure 13–2 Example of Participant Availability Subview
The following information can help you to use this subview:

About Viewing Calendar Availability
■ Click Add Employee, Add Contact, or Add Resource to add new participants to an
activity.
■ Contacts that appear in this subview have no associated schedules.
■ Click the participant name in the Participants column, and click Delete (the trash
can icon) to remove an existing participant from an activity.
■ All the schedules you see in the Participant Availability subview are converted to
the time zone specified in your time zone preferences. For example, if your
calendar displays Pacific time, and you are viewing an activity involving a user in
the Eastern time zone, then the Eastern time zone user’s schedule is converted to
Pacific time for you. If the Eastern time zone user is looking at the same activity in
the calendar, then the schedule is converted to Eastern time.
■ Navigating to a date in the Participant Availability subview is similar to
navigating to a date in the calendar. For more information about calendar
navigation, see "Calendar Formats" on page 13-3.
Double navigation arrows are available to navigate to one week back or one week
forward.
■ You can advance the schedule to a future date by using the horizontal scroll bar at
the end of the schedule. If you want to see more than three days after the activity's
current date, then you must reset the start date in the Calendar Detail form.
■ Click the hour increment buttons (1/4, 1/2, and 1) to change the time increments
that appear in the schedule.
■ You can choose to display only your work hours or all 24 hours of the day. For
more information, see "Default Display for Participant Schedule" on page 18-16.
■ Scheduled activities appear as blocks on the calendar. The blocks are highlighted
in the color associated with the Status field of the activity. The color legend shows
only those colors that appear in the schedule, not all possible colors.
■ The start time of the current activity is denoted with a line, and the end time of the
current activity is denoted with a line.
■ Any changes you make in the Calendar Detail form are automatically reflected in
the Participant Availability subview.
About Using Group Calendars

You might want to see certain calendar activities common to all of your colleagues,
such as trade shows, training events, holidays, and so on. Your Siebel administrator
can create a user ID representing your group and give you and your colleagues access
to this user ID. For more information, contact your Siebel administrator.
About Viewing Calendar Availability

When trying to find a time to schedule a meeting, you might want to consult a
detailing of how many available hours a user has on a particular day. If calendar
availability is enabled, then when you open a monthly view of the calendar, it shows
the available hours for every day in the future. The available hours for each day are
highlighted on the calendar as follows: 8 hours available, 10 hours available, 7 hours
available, and so on. These hours are calculated by taking the number of working
hours defined by the user, and subtracting the time for any events already scheduled
for that day.
Figure 13–3 shows an example of calendar availability.
Calendar 13-17
Granting Access to Your Calendar
Calendar availability is available only if administrators configure Siebel Open UI to

allow it. For more information about this configuration, see Configuring Siebel Open UI.
Figure 13–3 Example of Calendar Availability
Granting Access to Your Calendar

When working with your team members, you might want to allow them to see your
activities or to add activities to your schedule. To grant other people access to your
calendar, you add team members in the Access List, and give them view or update
privileges
Note: Calendar sharing can result in the routing of numerous

activities to mobile clients.
To give others access to your calendar

1. Navigate to the Calendar screen, then the Access List view.
The Calendar Access list appears.
The Add Employees dialog box appears.
3. Select the record for an employee, and then click OK.
The employee you select appears in the Calendar Access list, and that employee
can now view your calendar.
4. (Optional) To allow the employee to add activities to your calendar, select the
Allow Updates check box.
Saving Charts
Data can appear in chart format. Charts are graphical representations of data and are
available as views in some screens. Use charts to compare data sets. Typically, you can
access a chart from the second level view bar.

Saving Charts
Use the drop-down list on the chart to determine the data to include in the chart. Most
charts also include control buttons representing chart types from which you can select
the format of the chart. Supported chart formats include the following: bar chart, pie
chart, line chart, stacked bar chart, scatter chart.
You can save charts in the application for use in other applications, for example, in
Microsoft PowerPoint. When you save a chart, you have a copy of the chart that you
can include in presentations, documents, or other places where you might want to
display it.
Figure 13–4 shows an example of a chart.
Figure 13–4 Example of a Chart
To save a chart
1. Navigate to the chart you want to save.
2. Right-click the chart, and select Save Image As.
3. In the dialog box that appears, do the following:
a. Navigate to the location where you want to save the chart.
Do not change the default file name, or enter a new name in the File name
field.
b. Select an image type from the drop-down list for the Save as type field.
c. Click Save.
Calendar 13-19
Saving Charts

14
Notifications
41
This chapter describes how to administer and review notifications for your
application. It includes the following topics:
■ About Notifications
■ About Web Notifications
■ Scenario for Administering Notifications
■ Process of Administering Notifications
■ Enabling and Disabling Notifications
■ Enabling or Disabling Notifications in Mobile and Developer Web Clients
■ Creating a Notification
■ Updating a Notification
■ About Automatically Updating Notification Text
■ Configuring Notifications Caching
■ Reviewing Notifications
About Notifications
Notifications provides a way for administrators and other users to send important
information directly to the screens of users. Typically, this information is time-critical,
such as a due date, or it is updated frequently, such as the status of a call queue.
Messages appear in notification panes that users access by clicking Notification (the
exclamation mark icon) on the menu toolbar. They have severity levels (indicated by
color) and activation and expiration dates.
You create notifications in the Message Broadcasts view of the Administration -
Communications screen. Notifications can be created automatically from Siebel Business
Process Designer or remotely from a third-party application through Siebel EAI.
Note: Notifications are available for employee applications, but not

for customer or partner applications.
Notifications 14-1
About Web Notifications
Notification Message Order

Notification messages are retrieved from the Message table through the Siebel
Application Server and sent to the notification pane of the targeted Siebel Web client
sessions.
Messages in the notification pane appear in a set order. Unread messages appear first
in the pane and are sorted by message date with later messages appearing before
earlier messages. Read messages appear after the unread messages and are also sorted
by message date with later messages appearing before earlier messages.
Disabling Notification Messages

When the administrator sets a component parameter that allows users to enable or
disable notification messages, users can disable the Notification button and
notification panes. The administrator can change this component parameter to
override this user setting for notification messages.
Notification Caching Versus Directly Polling the Siebel Database

The Siebel application obtains the display messages by using the following methods:
■ The default behavior is read the messages from the Siebel database each time the
notification pane is refreshed. This method can adversely affect performance if the
panes are set to refresh frequently.
■ Notification caching stores messages in each Siebel Application Object Manager.
The messages are then sent through the Service Request Broker (SRBroker).
About Web Notifications

Siebel supports Web notifications for incoming calls and chats. The Siebel Web
notifications feature is based on the standard Web Notifications API. Siebel integrates
the Web Notifications API (http://www.w3.org/TR/notifications/) with Siebel CTI
and Siebel Chat so that when any of the following happens, an alert or pop-up
window appears notifying agents about incoming calls and chats so that customer
calls or chats will not be missed:
■ Agents navigate away from the main application browser window.
■ The application browser window is minimized or hidden behind another
application window.
Clicking inside the Web notification pop-up window brings the application browser
window to the front. There is a Bring Siebel to Front user preference which you can set
to one of the following options to control when to display Web notifications for
incoming calls and chats:
■ On All Incoming Work Items
■ On Matching Events
■ Off
For more information about the Bring to Front user preference, see Siebel CTI
Administration Guide and Doc ID 216960.1 on My Oracle Support.

Process of Administering Notifications
Note: This topic is valid for Google Chrome and Mozilla Firefox
browsers since they both provide native support for the Web
Notifications API. Microsoft IE browsers, however, do not support the
Web Notifications API out-of-the-box. The Desktop Integration Siebel
Agent (DISA) is provided to support Web notifications functionality in
IE browsers. For more information about DISA, see Desktop Integration
Siebel Agent Guide.
Scenario for Administering Notifications

This topic gives one example of how notification administration might be used. You
might use notification administration differently, depending on your business model.
The contact center administrator wants to inform customer-care representatives of the
current total number of outbound calls relative to their day’s goal. In addition, the
administrator wants the inform customer-care representatives of the current customer
service levels and whether customers are waiting for service.
After working with the telecommunications and application teams to define the
appropriate real-time contact center statistics for his customer-care representatives and
contact center, the contact center administrator creates notifications, using statistics
from a variety of sources and third party solutions. The real-time data feed into the
notifications tables is accomplished through Siebel EAI after the appropriate statistics
and their sources are identified. The customer-care representatives then receive their
individual and group statistics on their notification pane in real time.
In addition to providing his customer-care representatives with this real-time status
information, the contact center administrator also wants to send informative messages
to individuals and teams in real time. Throughout the shifts and work day, he sends
these messages to individuals and teams using the Message Broadcasts view within
the Siebel application. The contact center administrator can send a message to an
individual employee, a set of employees with the same responsibility, a division of
employees, or to all employees.
The customer-care representatives service customers using multiple communication
channels with the Siebel application. The customer-care representative receives contact
center statistics calculated for an individual, a group, or in summary on the
notification pane within the Siebel application. This real-time information updates the
customer-care representatives about whether they and the call center are meeting their
service objectives.
Process of Administering Notifications

To administer notifications, perform the following tasks:
1. "Enabling and Disabling Notifications" on page 14-4
2. (Optional) "Enabling or Disabling Notifications in Mobile and Developer Web
Clients" on page 14-5
3. "Creating a Notification" on page 14-5
4. "Updating a Notification" on page 14-6
5. "About Automatically Updating Notification Text" on page 14-7
6. "Configuring Notifications Caching" on page 14-9
Notifications 14-3
Enabling and Disabling Notifications
Enabling and Disabling Notifications

By default, notifications are enabled. As an administrator, you can enable or disable
notifications. You can set notifications to operate in any of the following modes:
■ Always enabled
■ Always disabled
■ User enabled (default)
This task is a step in "Process of Administering Notifications" on page 14-3.
To enable or disable notifications for an application
1. Navigate to the Administration - Server Configuration screen, then the Enterprises
view.
2. From the Enterprise Servers list, select the enterprise server that runs the
application with the notification settings you want to modify.
3. Navigate to the Component Definitions view, and select a component with a
Component Type value of Application Object Manager.
4. In the Component Parameters list, select the Application Message Bar Flag
parameter, and type the appropriate value in the Value field.
For details on how to configure the server component, Siebel Application Object
Manager, or parameters, see Siebel System Administration Guide.
The parameter values are described in the following table.
Parameter Value Comments

TRUE Specify this value if you want to always enable notifications. Note the
following about a value of TRUE:
■ Users cannot disable notifications.
■ For Siebel Web client deployments, the Siebel Application Server
relays messages to users. For Mobile Web client users, messages are
synchronized.
■ You can use the Application Message Bar Update parameter to
specify the refresh rate for the notification pane. Modify the Value
field of the Application Message Bar Update parameter. The default
value is 120 seconds.
■ If the update interval is less than the SessionTimeout set in the CFG
file of the application, then sessions never time out.
FALSE Specify this value if you want to always disable notifications. Note the
following about a value of FALSE:
■ The Notification button and notification panes do not appear on the
screens of users
■ For Siebel Web client deployments, the Siebel Application Server
does not relay messages to users. For Mobile Web client users,
messages are not synchronized.

Creating a Notification

User Enabled Specify this value if you want users to enable or disable notifications in
their user preferences. Note the following about a value of User
Enabled:
■ The update interval is a user preference
■ If a Web client user disables notifications, then the Siebel
Application Server does not relay messages to the user. If a Mobile
Web client user disables notifications, then messages are not
synchronized.
■ If the update interval is less than the SessionTimeout set in the CFG
file of the application, then sessions never time out.
Enabling or Disabling Notifications in Mobile and Developer Web Clients

You can enable or disable notifications in Siebel Mobile and Developer Web clients.
This task is an optional step in "Process of Administering Notifications" on page 14-3.
To enable or disable notifications on Mobile and Developer Web clients
1. Open the CFG file for your Siebel application using a text editor.
2. Locate and go to the ShowMessageBar parameter in the CFG file.
For example: ShowMessageBar=True.
3. Set the parameter value to TRUE, FALSE, or User Enabled as required.
For a description of each parameter value, see Step 4 on page 124.
4. If you set the ShowMessageBar parameter to TRUE, then specify the refresh rate
for the notification pane by adding the following line to the CFG file:
MessageBarUpdateInterval=seconds
Where seconds is the interval in seconds between refreshes to the notification
pane. The default value is 120 seconds.
5. Save and close the CFG file.
Creating a Notification
When you create a notification, all connected users you specify receive the message
immediately on the date and time you specify for message activation. Mobile users,
such as field representatives, receive the activated messages when they synchronize.
Note: To send a notification, you must have responsibilities that

include access to the Message Broadcasts view.

To create a notification
1. Navigate to the Administration - Communications screen, then the Message
Broadcasts view.
2. In the Message Broadcasts list, create a new record, and complete the necessary
fields.
Notifications 14-5
Updating a Notification

Severity Select the severity level to indicate the importance and appearance of the
message. Each severity level is associated with a color. The severity level
that you select determines the color of the text in the message.
If you select a severity of Urgent with Alert, then the user sees a blinking
Notification button, and clicks the blinking button to view the message.
Abstract Type a brief description of the message. When users click the Notification
button to access messages, this text appears in the notification pane.
Message Type the text you want to include in the message. This field accepts up to
2,000 characters. This text appears in the notification pane.
Recipient Position Select the positions associated with the users to whom to send the message.
You can use this field in combination with the Recipient Division field.
An employee name appears in the Recipients dialog box if the employee
has a defined position and is marked active for that position. If multiple
employees occupy the same position, then the message is sent to all of
them, although you see only the active employee on the list.
Employees with multiple positions see messages sent to any of their
positions, regardless of the position associated with their login ID.
Recipient Division Select the divisions associated with the users to whom to send the message.
You can use this field in combination with the Recipient Position field.
All Select this check box to send the message to all users.
Activation Select the date and time at which you want to start sending the message. If
Date/Time the Activation field is blank, then the message is sent immediately.
However, notifications are controlled by the application message interval
and login.
The date and time are taken from the Siebel Server (not from the computer
where the client browser runs). Make sure that the date and time are set
correctly on the server.
Expiration Select the date and time at which you want to stop sending the message. If
Date/Time the Expiration field is blank, then the message is sent continually.
The date and time are taken from the Siebel Server (not from the computer
where the client browser runs). Make sure that the date and time are set
correctly on the server.
Broadcast Select this check box to display the message in the notification pane. Clear
the check box to hide (not display) the message in the notification pane.
Briefing Bulletin Select this check box to distribute the message as a bulletin on the My
Briefing page. For more information, see Siebel Briefings Administration
Guide.
Allow Dismiss Select this check box to allow users to dismiss (or delete) the message in the
notification pane. When you select this check box, Dismiss appears next to
the message in the notification pane, and users click Dismiss to dismiss the
message.
Recipient Users Select the users to whom to send the message.
If the values that you select in the Recipient Position field and the Recipient
Division field are not associated with all of the users to whom you want to
send the message, then select the remaining users in this field.
Updating a Notification
Sometimes after a message is sent to users, you might want to change the message
text. In this scenario, you want users who have already read or dismissed (deleted) the

About Automatically Updating Notification Text
message to see your changed version of the message. Complete the procedure in this
topic to convert a message that users have already read or dismissed to a message that
users have not read or dismissed. Users can then access the message again to see the
changed version of the message.
To update a notification
1. Log in to the Siebel application as administrator.
2. Navigate to the Administration - Communications screen, then the Message
Broadcasts view
3. In the Message Broadcasts list, select the message you want to update.
4. Complete the appropriate changes to the message.
5. Click Set as Unread.
After you update an existing or create a new notification message, the updated or
new message is sent directly to application screens and the counter beside the
Notification button on the menu toolbar increases to indicate that a new message
has arrived. If the new message waiting to be read has an Urgent with Alert
severity, then the Notification button also blinks on the menu toolbar.
Administrators can modify the code internally for notification messages on either the
client or server-side using the following APIs:
■ AddNotification. Creates a notification and returns the Row_Id of the notification.
■ DeleteNotification. Deletes a notification using the Row_Id.
■ UpdateNotification. Updates a notification using the Row_Id.
■ ReadNotification. Returns the notification details using the Row_Id.
For more information about these APIs, see Configuring Siebel Open UI.

As an administrator, you can customize notifications to automatically update message
text that changes frequently. For example, a call center’s queue statistics frequently
change. Every few minutes, an administrator has to update the statistics to make sure
agents have the most accurate information. This manual approach is very time
consuming and inefficient when dealing with frequently changing data.
You can use Siebel EAI to automatically update notification text. Your CTI middleware
or ACD switch can provide the data for the Siebel application to distribute.
The Broadcast Message business component manages the messages. Table 14–1 lists
and describes the fields of this business component. These field names are necessary
for developing the integration object.
Table 14–1 Field Names for the Broadcast Message Business Component
Field Description
Abstract A short summary for identifying the purpose of a message, such as
Calls In Queue.
Activation Date/Time The beginning of the notification.
Notifications 14-7
Table 14–1 (Cont.) Field Names for the Broadcast Message Business Component
Field Description
All The designation to send the message to all employees with
positions defined.
Body The text of the message.
Division The designation to set recipients using division.
Division Id The internal identification value for Division.
Expiration Date/Time The end of the notification.
Position The designation to set recipients using position.
Position Id The internal identification value for Position.
Recipient The designation to set recipients using employee.
Recipient Id The internal identification value for Recipient.
Type The severity of the message as defined in the type BRDCST_MSG_
TYPE in the List of Values.
Via Broadcasting The designation to send the message using notifications.
Via Interactive The designation to send the message using Siebel eBriefings.
Sample Notifications Script

The script can be created through a button, an Excel macro, or another VB application.
Because it is a script and not an application, it does not need the VB Set command. All
the commands are standard to VB coding.
This script is designed to update a message without an expiration date, not to create a
new message every time. For more information about how to get or create a Siebel
Application Object, see Configuring Siebel Business Applications.
Note: The code in this example updates single value fields. For
information about how to update multi-value fields, see Configuring
Siebel Business Applications.
'Get "Broadcast Message" BusComp

Set BusObj = SiebelApplication.GetBusObject("Broadcast Message", errCode)
Set BusComp = BusObj.GetBusComp("Broadcast Message", errCode)
'Find "Calls Waiting" message
BusComp.SetSearchSpec "Abstract", "Calls In Queue", errCode
BusComp.ExecuteQuery 0, errCode
If BusComp.FirstRecord(errCode) <> True Then
'We need to create a new message
BusComp.NewRecord 0, errCode
BusComp.SetFieldValue "Abstract", "Calls In Queue", errCode
End If
‘Prepare message using middleware API info.
Set Msg = "[N]Calls Waiting: [U]10"
'Update the record
BusComp.SetFieldValue "Body", Msg, errCode
BusComp.SetFieldValue "All", "Y", errCode
Write the record
BusComp.WriteRecord errCode

Reviewing Notifications
In addition to writing a script, you can use Siebel Business Process Designer to create
or update a message. For more information, see Siebel Business Process Framework:
Workflow Guide.
Configuring Notifications Caching

The following task describes how to configure your Siebel application to take
advantage of notifications caching. For information about activating the Check New
Broadcast Message workflow policy, see Siebel Business Process Framework: Workflow
Guide.
Note: Notifications administration is not supported on Mobile Web

clients when notifications caching is enabled. Make additions, edits,
and deletions to the Message Broadcasts list only when connected to
the server.

To configure notifications caching
1. Navigate to the Administration - Server Configuration screen, then the Enterprises
view.
2. From the Enterprise Servers list, select the enterprise server that runs the Siebel
application with notifications settings you want to modify.
3. Navigate to the Component Definitions view, and select a component with a
Component Type value of Application Object Manager.
4. In the Component Parameters list, select the Application Enable Message
Broadcast Cache parameter, and type TRUE in the Value field.
For details on how to configure the server component or Siebel Application Object
Manager parameters, see Siebel System Administration Guide.
Note: The default value for the Application Message Broadcast

Cache Size parameter is 100. You probably do not have to increase this
value. The minimum cache size is the ratio [refresh rate for the
notification pane] / [message update interval]. For example, if the
refresh rate is every 120 seconds, and the message update interval is
every 10 seconds, then set the cache size parameter to at least 12.
5. Enable notifications caching for Developer Web clients (if any), and add or edit the
EnableMsgbroadcastCache parameter in the [Siebel] section in your Siebel
application’s CFG file as follows:
EnableMsgbroadcastCache = TRUE
Managers use notifications to communicate information to their direct reports and to
others in the organization. If your application administrator provides you with the
proper authority, then you can customize the behavior of notifications in your user
preferences. For more information, see "Notifications Setup" on page 18-8.
Notifications 14-9
You access notifications by clicking the Notification button on the application toolbar
(shown in Figure 3–2).
To review notification messages in the application
1. Click Notification (the exclamation mark icon) on the menu toolbar.
The notification pane opens where:
■ The messages that you have not read appear at the start of the list.
■ The messages that you have already read appear in the Previously Read
section.
■ The message severity or level of importance attached to a message is
illustrated by the color of the message, as described in Table 14–2.
All notification messages are read-only. Figure 14–1 shows an example of a
notification pane.
2. Click a message to open and review the details of the message.
■ Click any attachment that is part of a message to open and view the
attachment.
■ Click any hyperlink that is part of a message to navigate to the associated
view.
■ Click the message again to close it after you have read it.
– The message moves to the Previously Read section in the notification pane.
– The counter beside the Notification button on the menu toolbar decreases
accordingly.
■ Tap Delete (the X icon) to delete a message after you read it.
After you delete a message, the message disappears from the notification pane.
3. Click Mark as Read to clear all unread messages and mark them as read.
Figure 14–1 Example of Notification Pane
Notification Button and Pane

Note the following about the Notification button and pane, and accessing notifications:
■ The counter beside the Notification button (the exclamation mark icon) on the
menu toolbar indicates the number of messages that are waiting for you to read.
Read messages are not included in the message number that appears beside the
Notification button.
■ If there is more than one message waiting to be read, then the Notification button
appears in the color associated with the most important (highest priority) unread
message.

When there are zero messages, then the Notification button displays zero.
■ If the Notification button is blinking, then you have at least one unread message
with a severity of Urgent with Alert.
The Notification button stops blinking after the message is read.
The Notification button does not blink if there are messages waiting to be read
with only a Normal, High, or Urgent severity.
■ When you click Notification on the menu toolbar, the notification pane opens
showing a summary of each message.
Unread messages appear first and are sorted by message date.
Read messages appear next in italic text, and they are also sorted by message date.
When you expand a notification by selecting it, the details appear for that message.
Notification Levels of Importance

The level of importance or severity attached to a notification or to specific text in a
notification message is indicated by the default color associated with the notification
message. Table 14–2 describes the different levels of importance or severity that exist
for notifications and the default color associated with each level in the preconfigured
application.
The Notification button appears in different colors depending on the level of
importance or severity attached to unread messages, and always in the color
associated with the most important (highest priority) unread message. For example, if
3 unread messages exist, and if one message has a Normal level of importance, one
message has a High level of importance, and one message has an Urgent level of
importance, then the Notification button appears in the color associated with the
Urgent message. If no unread messages exist, then the Notification button appears in
the color associated with a Normal message.
Your application administrator can configure the color to associate with the different
notification levels of importance by changing the style sheet for the application.
Table 14–2 Notification Levels of Importance

Notification Level of Importance or Severity Default Message Color
Normal Gray
High Yellow
Urgent Red
Urgent with Alert Red
For each notification level of importance, it is recommended that you also configure
the following user preferences on the Message Broadcasting form when setting up
notifications so that users will be able to determine the importance of each notification
message from its prefix:
■ Prefix of Normal Priority Message
■ Prefix of High Priority Message
■ Prefix of Urgent Priority Message
Notifications 14-11
For more information about configuring these user preferences for notifications, see
"Notifications Setup" on page 18-8.

15
CTI Toolbar
15
This chapter describes how to use the CTI toolbar. It includes the following topics:
■ Logging In to the Communications System
■ Logging Out of the Communications System
■ Receiving Inbound Work Items
■ Initiating Work Items
■ Releasing Work Items
■ Transferring or Conferencing Work Items
■ Forwarding Work Items
■ Changing to Not Ready State
■ Changing to Ready State
Logging In to the Communications System

This procedure describes how to log in to the communications system.
To log in to the communications system manually
■ After starting the application, click Log In.
Logging Out of the Communications System

This procedure describes how to log in out of the communications system.
To log out of the communications system
■ Click Log Out.
Receiving Inbound Work Items

When an inbound work item is routed to you, the Accept Work Item button blinks,
and you can accept and begin working on the item.
The Accept Work Item button shows what type of work item is coming in: a Phone
icon represents a voice call, an Envelope icon represents an email message, and so on.
When an inbound work item arrives, the following events might also occur:
■ Customer data might be displayed in the customer dashboard.
■ A screen with relevant data might appear, or you might have to navigate to the
appropriate part of the application.
CTI Toolbar 15-1

Initiating Work Items
Accepting an Inbound Work Item

This procedure describes how to accept an inbound work item.
To accept an inbound work item
■ Click Accept Work Item when the button blinks to indicate the arrival of a work
item.
You can have multiple work items at the same time, such as voice calls on hold or
other paused work items. However, only one work item is active at a time. The
channel type of the active work item appears on the side of the communications
toolbar.
Releasing an Inbound Work Item

This procedure describes how to release an inbound work item.
To release the current work item
1. Select the work item from the Work Items list.
2. Click Release Work Item, as appropriate for the channel type for the work item.
Note: If you are working with an activity record or another type of

record that is automatically associated with a work item, then you
must save any changes to the record before you release the work item.
In addition, to make changes after releasing the work item, you must
first refresh the record. Otherwise, changes you make to the record
might be lost.
Initiating Work Items

You can initiate communications work items, such as voice calls or email messages,
from the communications toolbar. The Initiate Work Item button allows you to choose
the channel type for the work item.
Note: Using the Send Email, Send Fax, Send Wireless Message, or
Send Page commands in the File menu is equivalent to using the
communications toolbar to initiate these activities.
To initiate a work item

1. Optionally, specify the recipient for the work item by selecting a contact or
employee record, or by entering a phone number into the text input field.
Note: Recipient information entered into the text input field of the
communications toolbar applies to initiating voice calls only. It does
not apply to initiating email, fax, wireless, or page messages.

■ If no work item has been initiated within the current session, then click Initiate
Work Item to initiate a work item of the channel type that corresponds to the
current context.

Transferring or Conferencing Work Items
■ If a work item of a particular channel was previously initiated, then click the
Initiate Work Item button to initiate another work item of the same channel
type.
■ To choose the channel type explicitly, click the arrow next to Initiate Work
Item, and then select a supported channel type from the displayed menu.
■ In some cases, you can initiate a voice call to a contact by clicking a hyperlink
phone number in a list or by clicking a phone button next to a phone number
in a form. This action does not use the communications toolbar.
3. If you did not specify contact information first, then do so now in the dialog box
that appears.
Releasing Work Items

This procedure describes how to release the current work item.
To release the current work item
1. Select the work item from the Work Items list.
2. Click Release Work Item, as appropriate for the channel type for the work item.
Note: If you are working with an activity record or another type of

record that is automatically associated with a work item, then you
must save any changes to the record before you release the work item.
In addition, to make changes after releasing the work item, you must
first refresh the record. Otherwise, changes you make to the record
might be lost.

You can transfer a current work item to another person (such as when you want to
escalate an item to a supervisor, or conference another person into a customer call).
Performing a Blind Transfer on the Active Work Item

This procedure describes how to perform a blind transfer on the active work item.
To perform a blind transfer on the active work item
1. Specify the person to whom you want to transfer the active work item by selecting
an employee record or by entering contact information, such as phone extension,
in the text input field.
2. Click Blind Transfer.
The work item is released immediately.
Performing a Consultative Transfer on the Active Voice Call

This procedure describes how to perform a consultative transfer on the active voice call.
To perform a consultative (two-step) transfer on the active voice call
1. Specify the person to whom you want to transfer the active voice call by selecting
an employee record or by entering the recipient’s extension in the text input field.
CTI Toolbar 15-3

2. Click Consultative Transfer.

The current call is paused, and the transfer recipient is dialed.
■ When the transfer recipient answers and indicates acceptance of the transfer,
click Consultative Transfer again (toggle the button) to complete the transfer
and release the call.
■ If the transfer recipient does not accept the transfer, then click Retrieve Call to
retrieve the call.
Creating a Conference for the Active Voice Call

This procedure describes how to create a conference for the active voice call.
To create a conference for the active voice call
1. Specify the person with whom you want to conference the active voice call by
selecting an employee record or by entering the recipient’s extension in the text
input field.
2. Click Conference.
The current call is paused, and the conference recipient is dialed.
■ When the conference recipient answers and indicates acceptance of the
conference, click Conference again (toggle the button) to complete the
conference and include all parties on the active call.
■ If the conference recipient does not accept the conference, then click Retrieve
Call to retrieve the call.
4. Repeat Step 1 through Step 3 to add participants, as appropriate.
Pausing the Active Work Item

This procedure describes how to pause the active work item.
To pause the active work item
■ Click Pause Work Item.
A voice call is put on hold, or a work item of another channel is paused, until you
resume it.
Resuming a Paused Work Item

This procedure describes how to resume a paused work item.
To resume a paused work item
1. If you have an active work item, then pause it, as described earlier.
2. Select a work item from the Work Items list.
3. Click Resume Work Item to activate the selected work item.

Changing to Ready State
Forwarding Work Items

You can have inbound work items of supported channel types forwarded to you, such
as having voice calls forwarded to you at a different extension. Only work items
subsequently routed to you are forwarded. The toolbar button is a toggle, where the
button name changes depending on the state.
To specify forwarding for inbound work items
1. In the text input field, enter the contact information, such as a phone extension,
where you want your work items forwarded.
2. Click Forward Work Items.
3. Toggle the button to cancel forwarding.
Changing to Not Ready State

This procedure describes how to indicate that you are not ready to receive inbound
work items.
To indicate that you are not ready to receive inbound work items
– Click Change Ready State to indicate that you are not ready to receive any
inbound work items of all channel types for which you are eligible.
– Click the arrow next to Change Ready State, then choose one or more options
from the displayed menu to indicate that you are not ready to receive work
items for the applicable channel types.
Note: If you click the Change Ready State button to set the Not
Ready State for all channel types, but the button does not display as
toggled-down (depressed), then this might be due to a configuration
error or some other issue for one or more channels. Report this issue
to your supervisor. You can still choose the Not Ready State for
individual channels, as described in the second bullet item.

This procedure describes how to indicate that you are ready to receive inbound work
items.
To indicate that you are ready to receive inbound work items
– Click Change Ready State to indicate that you are ready to receive any
inbound work items of all channel types for which you are eligible.
– Click the arrow next to Change Ready State, then choose one or more options
from the displayed menu to indicate that you are again ready to receive work
items of the applicable channel types.
CTI Toolbar 15-5


16
Chat
16
This chapter describes how to use chat. It includes the following topics:
■ Logging in to Chat
■ Accepting an Incoming Chat Manually
■ Opening an Automatically Accepted Incoming Chat
■ Responding to an Incoming Chat
■ Showing and Hiding the Chat Pane
■ Switching Between Chat Sessions
■ Transferring a Chat to a Workgroup
■ Transferring a Chat to Another Agent
■ Handling Transferred Chat Interactions
■ Releasing a Chat
■ Closing Chat Sessions
■ Showing and Hiding the Chat Dashboard
■ Changing Agent Status
Logging in to Chat
After you have successfully installed Siebel Chat, you can launch it from your Call
Center application. To log in to chat, complete the steps in the following procedure.
To log in to chat
2. Click the Log in button on the communications toolbar.
You are now ready to do the following:
■ Receive, accept, and respond to inbound chat requests.
■ Transfer and release chat interactions.
■ Change your status from ready to not ready (and conversely),
You perform all of these actions using the communications toolbar.
The communications toolbar is defined and configured in Siebel Tools, like other
toolbars in Siebel applications. For more information about configuring the
Chat 16-1
Accepting an Incoming Chat Manually
communications toolbar and about the functions available on the communications

toolbar, see Siebel CTI Administration Guide.
Accepting an Incoming Chat Manually

Use the following procedure to manually accept an incoming chat. You must manually
accept incoming chats when chat auto answer is disabled.
To accept an incoming chat manually
1. Click the flashing Accept Work Item button on the communications toolbar.
A chat pane opens in an action pane of your Call Center application. The chat
dashboard is prepopulated with the information provided by the user on the chat
request form. The customer dashboard also opens, showing customer information.
2. Respond to the incoming chat as described in "Responding to an Incoming Chat"
on page 16-2.
For more information about accepting incoming chats and chat auto answer, see Siebel
Chat Guide.
Opening an Automatically Accepted Incoming Chat

Use the following procedure to open an incoming chat that has been automatically
accepted. This happens when chat auto answer is enabled. This procedure assumes
that there are other active chat sessions or that the agent is already working on an
existing chat.
Note: If there are no other active chat sessions or you are not
working on an existing chat, then there is no need to do anything to
open the incoming chat as the chat pane opens up automatically.
To open an automatically accepted incoming chat

1. Click the flashing chat tab to open the chat session.
The chat tab stops flashing and a chat pane opens in an action pane of your Call
Center application. The chat dashboard is prepopulated with the information
provided by the user on the chat request form. The customer dashboard also
opens, showing customer information.
2. Respond to the incoming chat as described in "Responding to an Incoming Chat"
on page 16-2.
For more information about accepting incoming chats and chat auto answer, see Siebel
Chat Guide.
Responding to an Incoming Chat

When you accept an incoming chat, you can respond to the chat in several different
ways as described in the following procedure.
To respond to an incoming chat
1. Accept the incoming chat as described in"Accepting an Incoming Chat Manually"
on page 16-2.

2. In the message input area of the chat pane, respond to the incoming chat using one
or a combination of the following:
a. Send a message to the customer as described in "Sending a Message" on
page 16-3.
b. Push a Web URL to the customer as described in "Pushing a Web URL" on
page 16-4.
c. Share information with the customer as described in "Sharing Information
Using Smart Share" on page 16-4.
3. Depending on the information provided by the customer on the chat request form
(contact ID, service request ID), create a new service request if configured to do so,
where no service request already exists.
For anonymous chats, a service request is always created and also a corresponding
activity. An activity is created either under a Service Request or a Contact
record. For more information about reviewing inbound chat activities and creating
a service request manually, see Siebel Chat Guide.
4. Release the chat as described in "Releasing a Chat" on page 16-6.
Sending a Message
There is typically a global list of predefined message responses at your disposal to
send to customers when handling chat interactions. In responding to chat requests,
you can type a message response or send a predefined message response, as described
in the following procedure.
To send a message
1. In the message input area of the chat pane, type in the message response, and then
click Send.
2. If required, send a message using FUT (Frequently Used Text) matching as follows:
a. On the text button bar, click the Toggle FUT button to enable FUT matching.
After FUT matching is enabled, matching is based on input text by default but
you can change this to filter on a different match field as shown in Step 3.
Note: FUT matching is disabled by default. The keyboard shortcut to

enable or disable FUT matching is Ctrl+Shift+F.
b. Type in your message.

While typing in your message, any matches found appear in a drop-down list
and any matched words show in bold.
c. Click a suggested match to select and use that option.
3. If required, filter FUT matching on a different match field as follows:
a. On the text button bar, click the Change FUT Match Field button and then
select one of the following:
– Name. Select to filter FUT matching on FUT template name.
– Type. Select to filter FUT matching on FUT template type (Greeting, body,
or Closing).
– Subject. Select to filter FUT matching on subject.
Chat 16-3
– Text. Select to filter FUT matching on FUT template text.
Note: FUT matching is based on input text by default. The keyboard

shortcut to change the FUT match field is Ctrl+Shift+U.
b. Type in your message.

While typing in your message, any matches found appear directly in a
drop-down list and any matched words show in bold.
c. Click a suggested match to select and use that option.
Pushing a Web URL

There is typically a global list of Uniform Resource Locators (URLs) at your disposal to
share with customers using push URL technology. When you share a URL with a
customer, it is automatically displayed in the customer’s browser; the customer does
not have to manually copy and paste the URL in to a browser window.
In responding to an incoming chat, you can type the URL address of a page that you
want to share or push a predefined URL, as described in the following procedure. All
URLs that you send to a customer appear in the transcript area of the chat pane.
To push a Web URL
1. In the URL area of the chat pane, enter the URL address of the page you want to
send, then click the Push URL button.
2. If required, push a predefined Web URL as follows:
a. On the URL button bar, click the URL Library button.
b. Pick a URL option from the list that displays, then click OK.
Note: Pushed URLs can either appear in a frame within the

customer’s chat window or in a completely new browser window
depending on configuration. Where a new browser window is
launched, subsequent URL pushes simply refresh the same window.
Sharing Information Using Smart Share

Using the Smart Share button in the chat pane, you can share highlighted text, service
request details, and solution details with customers.
To share information using Smart Share
■ On the text button bar of the chat pane, click the Smart Share button to do one of
the following:
– Copy the selected text in an attribute field from the currently active view into
the message input area.
– Paste the service request number and summary of a selected Service Request
into the message input area; that is, where a single service request record is
selected from either a list or form view.
– Paste the solution ID and description of a selected Solution into the message
input area; that is, where a single solutions record is selected from either a list
or form view.

Transferring a Chat to a Workgroup
Showing and Hiding the Chat Pane

Use the following procedure to show (open) and hide (close) the chat pane. Closing
the chat pane does not destroy any active chat sessions.
To show and hide the chat pane
■ Click Chat on the communications toolbar of your application to open (show) and
close (hide) the chat pane, as required.
Note: You can also click Close in the corner of the chat pane to close
the chat pane, see "Closing Chat Sessions" on page 16-7.
Switching Between Chat Sessions

By default, all open chat sessions are automatically put on hold except for the chat
session that is currently active. When an agent moves away from the currently active
chat session by clicking another chat tab, the previously active chat is automatically
placed on hold and the previously suspended chat is resumed.
Where all chat sessions are on hold and an agent manually accepts a new incoming
chat, then that new chat becomes the active chat session and all other chat sessions
remain on hold.
To switch between chat sessions
1. In the chat pane, click the chat tab belonging to the chat session that you want to
move to.
2. Resume work on the active chat session as described in, for example, "Responding
to an Incoming Chat" on page 16-2.
For information about how to switch between chat sessions using the communications
toolbar, see Siebel Chat Guide.
Transferring a Chat to a Workgroup

Complete the steps in the following procedure to transfer a chat to a workgroup.
To transfer a chat to a workgroup
1. Select the chat that you want to transfer:
In the chat interface, click the tab of the chat interaction that you want to transfer.
2. Click the Bind Transfer Work Item button on the communications toolbar.
3. Select a workgroup on the Bind Transfer Work Item list that opens, then click OK.
The chat is transferred to the selected workgroup. The chat transcript includes all
previous conversations and interactions that the previous agent had with the
customer.
The Bind Transfer Work Item list shows only the available chat workgroups. It
does not show any available voice (or CTI) workgroups.
Note: Any messages that the customer sends while the agent is
transferring a chat are lost; that is, they are not captured in the chat
window or transcript.
Chat 16-5
Transferring a Chat to Another Agent
Transferring a Chat to Another Agent

Complete the steps in the following procedure to transfer a chat to another agent.
To transfer a chat to another agent
1. Select the chat that you want to transfer:
In the chat interface, click the tab of the chat interaction that you want to transfer.
2. Click the Transfer to Agent button on the communications toolbar.
3. Select an agent that has a status of Available on the Transfer to Agent list that
opens, then click OK.
The chat is transferred to the selected agent. The chat transcript includes all previous
conversations and interactions that the previous agent had with the customer.
You cannot transfer a chat to an agent that has a status of Busy, On Break, or
Logged Out.
Note: Any messages that the customer sends while the agent is
transferring a chat are lost; that is, they are not captured in the chat
window or transcript.
Handling Transferred Chat Interactions

Complete the steps in the following procedure to handle a transferred chat.
To handle a transferred chat
1. Upon receipt of a transferred chat interaction, do one of the following as required:
■ Click the flashing chat tab to open the chat session (when chat auto answer is
enabled).
■ Click the Accept Work Item button on the communications toolbar to open the
chat session (when chat auto answer is disabled).
2. Review the chat transcript (if there is one) in the transcript area of the chat pane.
3. Respond to the transferred chat as described in "Responding to an Incoming Chat"
on page 16-2.
Releasing a Chat
Releasing a chat session means that you are ending the chat session. Agents use the
communications toolbar to release a chat. Customers click the Terminate (or similar)
button in their browser window to release a chat.
When you (or a customer) release a chat session, a follow-up email is sent to the
customer with a transcript of the chat session attached provided the system preference
Chat: Auto Email Mode is set, and that outbound email communications and the email
profile are set up in your application. In the case where a chat is transferred several
times, the follow-up email is sent only upon final release of the chat session.
For information about email profile set up in Siebel Call Center, see Siebel Email
Administration Guide. For information about outbound email communications set up in
Siebel Call Center, see Siebel Chat Guide and Siebel Email Administration Guide.

Changing Agent Status
Closing Chat Sessions

Typically, when you (or a customer) release a chat session, all action buttons within the
chat pane are disabled but you can still read a transcript of the chat session in the chat
transcript area. To close the chat session, you must do one of the following:
■ Where only one chat session is open, you must close the chat pane by clicking the
Close button in the corner of the chat pane.
■ Where multiple chat sessions are open and the current chat session is released, you
must either close the current chat session or switch to another chat tab to
automatically close the current chat session.
■ Where multiple chat sessions are open and a chat session in the background is
released, then the released chat session is automatically closed.
To close a chat session
■ Click the Close (X) button located in the corner of the chat pane.
When you close or end a chat session, the chat transcript is attached to the activity
and also to the email that is sent to the customer after the chat session.
Showing and Hiding the Chat Dashboard

Use the following procedure to hide the chat dashboard in the chat pane.
To hide the chat dashboard
■ Click the Hide Dashboard button located in header bar of the chat pane.
After you have minimized the chat dashboard, use the following procedure to show
the chat dashboard again.
To show the chat dashboard
■ Click the Show Dashboard button located in the header bar of the chat pane.

When an agent logs into chat, the agent’s status is automatically set to State: ready as
indicated by the status button on the communications toolbar. If agents want to change
their status from State: ready (available) to State: not ready (unavailable), then they
must click the status button on the communications toolbar.
To change agent status
2. Click the Log in button on the communications toolbar to log in to chat.
Notice that your status, as indicated by the status button on the communication
toolbar, is set to State: ready by default.
3. Click the status button on the toolbar to change your status from State: ready to
State: not ready (and conversely).
Chat 16-7

17
Email
17
This chapter describes how to use email. It includes the following topics:
■ Replying to Incoming Messages
■ Resending Outgoing Messages
■ Resending Outgoing Messages That have Failed
■ Using Templates in Outgoing Messages
■ Saving Drafts of Outgoing Messages
■ Retrieving Drafts of Outgoing Messages
■ Saving Messages as a Template
■ Specifying Preferences for Outbound Communications
■ Sending Email Messages Using an External Email Client
Replying to Incoming Messages

After you send or cancel an outgoing message, the outgoing message form appears or
the Communications List view appears as follows:
■ If you select the Remain on Same View After Send (Cancel) field in the Outbound
Communications view of the User Preferences screen, then the outgoing message
form continues to appear. You must navigate to the Communications List view to
see a record of the sent message.
■ If you do not select the Remain on Same View After Send (Cancel) field in the
Outbound Communications view of the User Preferences screen, then the
Communications List view appears.
Complete the following procedure to reply to an incoming message.
To reply to an incoming message
1. Navigate to the Communications screen, then the Communications List view.
2. Select Inbox in the Saved Queries field of the toolbar.
3. In the list of email messages, select the incoming message to which you want to
reply.
4. To see more details about this message, do the following:
■ Click the Body view tab to review the main text of the incoming message.
■ Click the Attachments view tab, and then click the Name field in the list of
attachments to review the content of an attachment for the incoming message.
Email 17-1
Replying to Incoming Messages
The original message also appears in the list of attachments.

■ (Optional) Click the More Info view tab to review information about the
header, customer, attributes, and transmission of the incoming message.
■ (Optional) Click the History view tab to review any other messages that have
the same email thread ID as the incoming message.
■ (Optional) Drill down on the Last Name field for the message to review
information about the contact for the message.
5. Navigate to the outgoing message form:
■ Click Reply to respond to only the individual who sent the message.
■ Click Reply to All to respond to the individual who sent the message and to
the individuals in the Cc: field of the message.
■ Click Forward to respond to the individuals whom you select in the outgoing
message form.
The form for the incoming message appears on-screen. To show or hide the
body of the incoming message, click the show more or show less button in
corner of the incoming message form.
The form for your outgoing message appears after the form for the incoming
message.
6. (Optional) Link additional data to the email thread for the outgoing message.
a. Click the select button in the SR # (number), Opportunity, Contact, or Account
field of the outgoing message form.
b. Select the appropriate record, and click OK.
If the SR # (number), Opportunity, Contact, or Account field already contains a
value, then click the preview button to view more details about that value.
7. Enter text for the outgoing message in the area of the message body that precedes
the Thread ID reference.
At the start or end of the outgoing message form, click Delete if you want to delete
the outgoing message. To expedite text entry, use templates. For more information,
see "Using Templates in Outgoing Messages" on page 17-3.
8. (Optional) At the start of end of the outgoing message form, click Check Spelling
to verify the spelling in the outgoing message.
9. (Optional) In the list of Outgoing Attachments that appears after the outgoing
message form, insert the supporting documents in your outgoing message:
■ To add an attachment, click Attachment (the paperclip icon), navigate to the
attachment, and select it.
■ To add literature, click Add Literature (the sheet of paper icon), select the
document from the list, and click Add.
10. At the start or end of the outgoing message form, click Send after you finish
composing the outgoing message.
The outgoing message is sent.
11. (Optional) To view the record for the sent message, select Sent Items in the Saved
Queries field of the toolbar.

Using Templates in Outgoing Messages
Resending Outgoing Messages

When Communications Outbound Manager fails to send an outgoing message, the
Status field of the outgoing message changes to Cancelled. You can resend these
cancelled messages.
To resend an outgoing message
2. Select Cancelled Items in the Saved Queries field of the toolbar.
3. In the list of email messages, select the outgoing message that you want to resend.
4. Click Re-Send.
Resending Outgoing Messages That have Failed

When Communications Manager fails to send an outgoing message to multiple
recipients in which some recipients have incorrect email addresses, the Status field of
the outgoing message changes to Partial. You can resend these messages to those
recipients who failed on the first attempt.
To resend an outgoing message that failed because of incorrect email address
2. In the list of email messages, select the outgoing message with a Partial status that
you want to resend.
3. Click Recipients and look for a Failed status.
4. Click Resume to navigate to the outgoing message form.
5. Correct the email address.
6. Click Send.
Using Templates in Outgoing Messages

To expedite entry of greeting, body, and closing text in outgoing messages, agents can
use templates. Before using a template for body text, you must create the template,
associate the template with a category, and include the category in a catalog.
To use a template, you insert the template text into the outgoing message. Then you
can change that text, if necessary. You can also delete that text, and insert other
template text. You insert text for a solution into an outgoing message in the same way
that you insert any other template text.
To use a template in an outgoing message
2. In the list of email messages, select the message for which you want to use a
template.
■ If the message that you select does not have a status of Draft, perform one of
the following actions:
– Click Reply to respond to only the individual who sent the message.
– Click Reply to All to respond to the individual who sent the message and
to the individuals in the Cc: field of the message.
Email 17-3
Saving Drafts of Outgoing Messages
– Click Forward to respond to the individuals whom you select in the

outgoing message form.
■ If the message that you select has a status of Draft, then click Resume.
body of the incoming message, click the show more or show less button in the
message.
4. If you want to insert template text for the greeting of the message, then select the
template in the Greeting field of the outgoing message form.
The greeting template text appears at the beginning of the outgoing message.
If you select another greeting template, then the template text replaces the greeting
text of the outgoing message. If you delete the greeting template text and want to
reinsert the same text, then you must clear the Greeting field, and then reselect the
template in the Greeting field.
5. If you want to insert template text for the body of the message:
a. In the Categories field of the outgoing message form, select the category that
applies to the body template.
b. Select the template in the Body field of the outgoing message form.
The body template text appears after the text for the greeting template. If you
enter greeting or body text before you insert the template text for the body of
the message, then the body template text appears after the text that you enter.
c. If necessary, insert other body template text.
The text for each selected template appears after the text for the previously
selected template.
If you delete the body template text and want to reinsert the same text, then
you must reselect the category that applies to the template, and then reselect
the template in the Body field.
6. If you want to insert template text for the closing of the message, then select the
template in the Closing field of the outgoing message form
The closing template text appears after the outgoing message, which precedes the
Thread ID reference.
If you select another closing template, then the template text replaces the closing
text of the outgoing message. If you delete the closing template text and want to
reinsert the same text, then you must clear the Closing field, and then reselect the
template in the Closing field.

When composing an outgoing message, agents might not have the time or information
that they need to complete the message and then send it. They can save this
incomplete message, and then later retrieve this draft to complete the message before
sending it. For more information, see "Retrieving Drafts of Outgoing Messages" on
page 17-6.
You can save a draft of sent messages and of outgoing messages. After you save a draft
of an outgoing message:

■ If you select the Remain on Same View After Send (Cancel) field in the Outbound
Communications view of the User Preferences screen, then the outgoing message
form continues to appear. You must navigate to the Communications List view to
see a record of the draft of the outgoing message.
■ If you do not select the Remain on Same View After Send (Cancel) field in the
Outbound Communications view of the User Preferences screen, then the
Communications List view appears.
To save a draft of an outgoing message
2. Select Inbox or Sent Items in the Saved Queries field of the toolbar.
3. In the list of email messages, select the message that you want to save as a draft.
■ Click Reply to respond to only the individual who sent the message.
■ Click Reply to All to respond to the individual who sent the message and to
the individuals in the Cc: field of the message.
■ Click Forward to respond to the individuals whom you select in the outgoing
message form.
message.
5. Enter text for the outgoing message in the area of the message body that precedes
the Thread ID reference.
At the start or end of the outgoing message form, click Delete to delete the
outgoing message. To expedite text entry, use templates. For more information, see
"Using Templates in Outgoing Messages" on page 17-3.
6. On the outgoing message form, click Save As Draft.
7. To make further changes to the draft, then click Resume, enter the changes, and
click Save As Draft again.
The message is saved as a draft.
Note: If you do not click Save As Draft, then the message is still
saved as a draft when you navigate to another screen or view in Email
Response.
8. (Optional) To view the record for the draft message, select Drafts in the Saved
Email 17-5
Retrieving Drafts of Outgoing Messages
Retrieving Drafts of Outgoing Messages

When composing an outgoing message, agents might not have the time or information
that they need to complete the message and then send it. They can save this
incomplete message, and then later retrieve this draft to complete the message before
sending it. For more information, see "Saving Drafts of Outgoing Messages" on
page 17-4.
To retrieve a draft of an outgoing message
2. Select Drafts in the Saved Queries field of the toolbar.
3. In the list of email messages, select the draft message.
4. Click Resume to navigate to the outgoing message form for the draft.
The form for the incoming message appears on-screen. To show or hide the body
of the incoming message, click the show more or show less button in corner of the
incoming message form.
message, and this form contains the draft text.
5. If necessary, change the content in the draft message.
Note: To rescind your changed content, then you must delete that
content. Do not click Delete to rescind your changed content. Click
Delete only if you want to delete the draft message.
6. To save the draft message, click Save As Draft on outgoing message form.
7. If you want to make further changes to the draft, then click Resume, enter the
changes, and click Save As Draft again.
The message is saved as a draft.
Note: If you do not click Save As Draft, then the message is still
saved as a draft when you navigate to another screen or view in Email
Response.
8. To send the draft message, click Send at the start or end of the outgoing message
form.
The outgoing message is sent.
9. (Optional) To view the record for the sent message, select Sent Items in the Saved
Saving Messages as a Template

An agent might decide that the content of a message is likely to apply to replies for
future incoming messages. The agent can save the message as a simple template, so
that the agent or other agents can use that simple template to expedite text entry in
future outgoing messages.

Specifying Preferences for Outbound Communications
To save a message as a template

2. Select Inbox, Sent Items, or Drafts in the Saved Queries field of the toolbar.
3. In the list of email messages, select the message for which you want to save a
message template.
■ If the message that you select does not have a status of Draft, then perform
one of the following actions:
– Click Reply to respond to only the individual who sent the message.
– Click Reply to All to respond to the individual who sent the message and
to the individuals in the Cc: field of the message.
– Click Forward to respond to the individuals whom you select in the
outgoing message form.
■ If the message that you select has a status of Draft, then click Resume.
message.
5. On the outgoing message form, click Save as Template.
The Templates dialog box appears.
6. Change the fields and message text in the Templates dialog box as necessary, and
click OK.
The template is created, and the form for your outgoing message appears again
after the form for the incoming message.
7. To view the record for the template, navigate to the Communications screen, then
the My Templates view.
8. Change the Status field of the template record from Draft to Active to make the
template available to other users.
Specifying Preferences for Outbound Communications

This topic describes how users can specify outbound communications preferences.
To specify preferences for outbound communications
1. From the application-level menu, choose Tools, then User Preferences.
2. From the link bar, choose Outbound Communications.
3. Specify the preferences.
4. As necessary for the particular setting, log out of the application, and log in again.
The descriptions for each user preference setting indicate whether this step is
required.
Email 17-7
Sending Email Messages Using an External Email Client

This topic describes how to use the Send Email command when running Email
Response in your Web application, and you want to send an email using the default
email client as defined by your operating system. For more information about
selecting an external email client, see "Specifying Preferences for Outbound
Communications" on page 17-7.
The invocation of the default email client is done with a mailto URL. Mailto URLs
have the following characteristics:
■ They do not provide a mechanism to pass HTML to the email client. Only plain
text email templates work with the defined External Email Client.
■ They do not allow for attachments to be passed to the email client. If attachments
are required, then the user must manually attach them after the email client opens.
To send email messages using an External Email Client
1. Select a record or set of records in the application.
Note: Users must generally select a single record before invoking

Send Email when using templates for which field substitution is
performed. If they select multiple records, then selected generic
recipients are drawn from all the selected records. However, field
substitution applies only to the first selected record, and a single email
message is sent to all recipients.
2. Perform one of the following steps:

a. From the application-level menu, choose File, then Send Email.
b. Press F9.
3. In the Recipient or Template dialog box, perform the following steps:
a. If the Recipient field is shown, then specify the recipient or specify no
recipient yet.
Note: Whether the Recipient field appears depends on the kind of

data that currently has the focus when you choose the Send Email
command.
If the current record is a person, such as a contact or employee, then the

Recipient field does not appear.
If the current record is some other entity, such as a service request or
opportunity, then the Recipient field appears if recipients are configured for
that object. The type of recipients varies by object, such as the contacts
associated with the current service request or the employees associated with
an opportunity.
b. If necessary, click Change Language or Locale to change the language or
locale, as necessary.
Setting the language and locale changes the list of available templates to those
associated with the language and locale you specify.

c. From the Message Template field, choose the name of a communications

template to insert into the message body.
The listed templates are subject to filtering that is based on several factors,
including channel, language, locale, and whether the template is HTML or
plain text.
Note: If the current record type (business component) has a default

template associated with it, then you do not need to specify a
template. If you specify a template, then its text is appended to the
default template text in the email message. Consult your
administrator, or verify the software behavior to see whether a default
template is configured.
d. In the Recipient or Template dialog box, click OK to continue to the email

message window for the external email client.
4. In the external email client, complete the following steps:
a. For the To, Cc, or Bcc fields, perform one or more of the following steps:
– Verify any recipients that were automatically inserted in previous steps.
– Specify any additional recipient email addresses from the email directories
available through your email client program.
b. Optionally, verify or enter text for the subject line. Text might be automatically
inserted into the subject line when you select a template.
c. Optionally, enter and format free-form text to modify or add to the template
text.
d. Optionally, specify operating system files as attachments to the email message.
e. Optionally, check the spelling for your message, according to the support of
your email client program.
f. Send the message, or cancel the message if you decide not to send the email
message.
Note: After the mailto URL is invoked and the external mail client
opens, there is no feedback to the application regarding whether the
email was modified, sent, or cancelled.
Siebel Email Response does not update the activity record in the Siebel
database with user changes.
Email 17-9

18
User Preferences
18
This chapter describes how to set user preferences for your application. It includes the
following topics:
■ About User Preferences
■ Default Time Zone
■ Startup View
■ Navigation Options
■ Themes
■ Transition Effects
■ Applet Visualization
■ Scroll Speeds for Tile Applets
■ Confirmation Before Deleting Records Prompt
■ Pause Behavior for Task UI
■ Outbound Communications Preferences for Send Email
■ Default Queries
■ Saved Queries
■ Notifications Setup
■ View Links for Screen Home Pages
■ Showing, Hiding, and Reordering Screens or Views
■ Calendar Setup
■ Maintaining Quick Fill Templates
■ User Profile Image Setup
■ About Setting Up Synchronization Preferences
■ About Availability Fields in the Profile View
About User Preferences

Your user preferences control the behavior and appearance of the Siebel application.
The user preferences that you set apply to the user interface for only your session, and
not to user interface for the sessions of other users. Your user preferences are stored in
a Siebel patch file (SPF), and not in a table. This file has an extension of .spf. Each user
for a Siebel application has a .spf file for that Siebel application.
User Preferences 18-1

Default Time Zone
Your access to the functionality in the User Preferences screen depends on how your
Siebel application is configured. For more information, contact your Siebel
administrator.
Some user preferences settings might not take effect until you log out, and then log
back in to the Siebel application.
Default Time Zone

You can specify the time zone that your application uses to display date and time
fields during your session.
To set a default time zone
The User Preferences screen appears.
2. Navigate to the Profile view.
The Profile form appears.
3. In the Time Zone field, click the select button.
The Pick Time Zone dialog box appears.
4. Select the time zone, and click OK.
Startup View
You can determine the screen and view that appears when you launch your
application.
To set a startup view
2. Navigate to the Behavior view.
The Behavior form appears.
3. In the Startup View field, click the select button.
The Pick Favorite dialog box appears.
4. From the Startup View list in the Pick Favorite dialog box, select the screen and
view you want as your startup view.
For example, choosing Accounts - Activities shows the Accounts screen, then
Activities view when you first launch your application.
Note: The startup views to appear at startup are visible in the

drop-down list for the Startup View field only if the Category Viewbar
Text and the Menu Text screen view properties are defined in Siebel
Tools. If a view within a screen has neither of these properties defined,
then the view does not appear in the list. For more information about
setting the screen view properties, contact your Siebel administrator.
5. Click OK.

Themes
The screen and view you select appear in the Startup View field the next time you
log into the application.
You must log out and then back in to the application for the changes to take effect.
Navigation Options
The Siebel Web client application by default uses the Side Menu navigation control in
the application. This navigation option allows you to access screens from the "Side
Menu" on page 3-3, views from the "Second Level View Bar" on page 3-4 and "Third
Level View Bar" on page 3-5, and subviews from the "Fourth Level Subview Bar" on
page 3-5.
The other available navigation control options are Tab and Tree.
If you select the Tab navigation control option, then:
■ Screen names appear in screen tabs across the screen, at the start of each page.
■ In the second level view bar, view names appear in a link bar under the screen
tabs.
■ In the third level view bar, more view names appear in view tabs lower on the
screen.
■ In the fourth level subview bar, subview names appear in a link bar under the
view tabs lower on the screen.
If you select the Tree navigation control option, then:
■ Screen names appear in tree format at the side of the screen.
■ In the second level view bar, view names appear under the screen names.
■ In the third level view bar, more view names appear in view tabs lower on the
screen.
■ In the fourth level subview bar, subview names appear when you hover the cursor
over a view tab lower on the screen.
If you write with your left hand, then select the tree navigation control option to access
screens and views.
To set navigation options
3. Select the appropriate value from the drop-down list in the Navigation Control
field.
Themes
The Siebel Web client by default uses the Aurora theme as the user interface theme.
Depending on the deployment of your Web application, other themes, such as the
Synergy or Simplified User Interface (SUI) theme might be available. All themes

Transition Effects
generally have the same capabilities and you can modify the end user experience to
match other applications at a site.
To set themes
3. Select the appropriate value from the drop-down list for the Theme field.
Note: The values available in the drop-down list depend on the

value selected in the Navigation Control field.
About the Simplified User Interface

The Simplified User Interface is available as an alternative theme for the Siebel Web
client. Although the Simplified UI is not the default theme, you can configure the
Siebel Web client to use this theme.
The main elements of a home page using the Simplified UI theme are as follows:
■ The home page contains familiar elements, such as, My Quotes and the menu
toolbar.
■ The home page contains a series of Springboard icons (such as, Home, Accounts,
Contacts, Calendar, Opportunities, and so on) that you can click or tap to access a
particular screen.
After you choose a screen, you can access available views using the floating side
drawer on the side of the screen.
Springboard icons appear within a horizontal scroll list before the selected screen, and
the buttons in the application toolbar appear when you click the icon next to the
Oracle logo.
Transition Effects
The Siebel Web client uses transition effects when you navigate between different
screens and views. You can configure your preferred type of transition effect.
Note: Transition effects are limited in some deployments of the

Siebel Open UI client. For more information about the transition
effects available to you, contact your Siebel administrator.
To set the transition effects


Confirmation Before Deleting Records Prompt
3. From the drop-down list for the Transition field, choose from the available options.
Applet Visualization
Visualization is a type of configuration that specifies the layout to use to display the
information in an applet. Card, Compact, Detail, List, and Map are all examples of an
applet visualization.
To set the applet visualization
3. From the drop-down list for the Visualization field, choose from the available
options.
For more information about configuring and changing the applet visualization, see
Configuring Siebel Open UI.
Scroll Speeds for Tile Applets

When tile applets appear in the Web client, scroll arrows appear on either side of the
tiles. For example, tiles appear in the Contact List view of the Contacts screen after you
click the Card button. You can configure the scroll speed for tile applets. The scroll
speed is the speed at which the tiles move when you click a scroll arrow.
To set the scroll speeds for tile applets
3. Select a value from the drop-down list for the Default Scroll Speed field.
Confirmation Before Deleting Records Prompt

You can set a prompt to appear when deleting records asking for confirmation to
delete the records.
To set the confirmation before deleting records prompt
3. Select the check box for the Confirm Before Deleting Record field.

Pause Behavior for Task UI
Pause Behavior for Task UI

When you click the Pause button in the Task UI wizard, the task is saved in its current
stage, and the task is sent to your Inbox. You can launch the task later and resume the
task from where you stopped. Complete the procedure in this topic to set this pause
behavior.
To set the pause behavior for Task UI
3. Select the check box for the Prompt to Pause When a User Interrupts a Task field.
Outbound Communications Preferences for Send Email

This topic describes how to set user preferences that affect the Send Email command.
For more information about sending email, see "Sending Email from Applications" on
page 12-3. For information about supported versions of Microsoft Outlook and Lotus
Notes email client software, see Siebel System Requirements and Supported Platforms on
Oracle Technology Network.
Note: For Siebel CRM product releases 8.1.1.9 and later and for
8.2.2.2 and later, the system requirements and supported platform
certifications are available from the Certification tab on My Oracle
Support. For information about the Certification application, see
article 1492194.1 (Article ID) on My Oracle Support.
To set outbound communications preferences for Send Email

2. Navigate to the Outbound Communications view.
The Outbound Communications form appears.
3. In the Send Email section, complete the fields as need.

Outbound Communications Preferences for Send Email
Field Description
Upon Sending Select activity generation for messages sent using the Send Email, Send
Messages Generate Fax, Send Wireless Message, and Send Page commands. Options are:
■ No Activities. No activity records are generated by sending an
outbound message.
■ Private activities. Sets the Internal flag to TRUE for an activity
record generated by sending an outbound message. Only the
message sender can view the activity record.
■ Public activities. Sets the Internal flag to FALSE for an activity
record generated by sending an outbound message. Other users,
in addition to the message sender, can view the activity record.
The specific results of the Internal (FALSE or TRUE) flag depend on
your application implementation. For more information, contact your
administrator.
Default Profile Select the default communications profile to use for the Send Email
and Send Fax commands. The profile stores various communications
settings and provides access to the communications driver that
transfers information between the application and the email/fax
server. For example, a profile for the Internet SMTP/POP3 Server
driver handles outbound communications using the SMTP protocol.
You can access any profiles that are associated with your responsibility
setting, and any profiles that you create for your personal use by using
the My Profiles view in the Communications screen. The ability to
create personal communications profiles is not available for some
responsibility settings.
The default profile information is copied to the From field in the Send
Email and Send Fax dialog boxes. You can specify a different profile by
choosing another value from the drop-down list for the From field.
Default Recipient Class Select the default choice for where recipient email or fax address
information is populated in an outbound message. Options are: To, Cc,
and Bcc.
In some contexts, the Send Email and Send Fax commands allow you
to choose email or fax recipients from data stored in certain fields of
the current record. This field applies if you choose a recipient for one
of these current field values.
For example, you might generally want to populate recipients to the To
field. However, because of your typical activities or workflow and
your company’s business needs, it might be more appropriate to
populate recipients to the Cc or Bcc field instead of the To field.
Email Client Select the email client to use when the Send Email command is
selected. Options are: Lotus Notes, Microsoft Outlook, Email Client,
and External Email Client.
Siebel/Outlook Form Select your preferred outbound email form when Email Client is set to
Microsoft Outlook, if you prefer a default form other than the form
specified by the administrator at the server level. For information
about creating outbound forms, see Siebel Email Administration Guide.
Siebel/Lotus Form Select your preferred outbound email form when Email Client is set to
Lotus Notes, if you prefer a default form other than the form specified
by the administrator at the server level. For information about creating
outbound forms, see Siebel Email Administration Guide.
Default Message Select the type of formatting to use for outbound email messages that
Format are sent using the Send Email command. Options are HTML and Plain
Text. For more information about using the HTML message format, see
"Using the HTML Editor" on page 12-4.

Default Queries
Default Queries
You can set up queries to display data when you access a specific screen and view. For
more information about queries, see "Information Query" on page 7-1.
If you set up default queries for multiple views that are based on the same business
object (for example, the Contact business object), then the default query for the first
view that you access runs to display data in the view. However, when you access
another one of the views, the data that appears is determined by the default query for
the first view, and not the default query for the new view. The default query for the
new view does not run to display data because the query context for the first view is
retained when you navigate from the first view to any of the other views.
Note: Only views that you can access from the drop-down list for the
visibility filter or from the Site Map can have an associated default
query.
To set up a default query

2. Navigate to the Default Queries view.
3. In the Screen list, select the screen.
4. In the Screen View list, which appears after the list of screens, select the view.
5. Click the Default Query field for the view you select, and click the select button.
The Pick Query dialog box appears.
6. From the Pick Query dialog box, select the query you want the view to show, and
click OK.
The selected query appears next to the appropriate view in the Default Query
column.
Saved Queries
You can view existing queries that you previously saved. For more information about
queries, see "Information Query" on page 7-1.
To view a saved query
2. Navigate to the Saved Queries view.
The Saved Queries list appears.

Notifications Setup
Notifications Setup
If your administrator provides you with the proper authority, then you can set up
certain aspects of notifications. For information about reviewing notifications, see
"Notifications" on page 14-1.
To set up aspects of notifications
2. Navigate to the Message Broadcasting view.
The Message Broadcasting form appears.
3. In the Message Broadcasting form, complete the fields as needed.
Field Description
Scroll Speed Select a speed at which messages scroll across the end of the application
window. Values include: Stopped, Slow, Medium, or Fast.
This field does not apply to the Siebel Web client.
Arrow Scroll Speed Select a speed at which messages scroll when you click the arrows at
either end of the message bar. Values include: Stopped, Slow, Medium,
or Fast.
Mouseover Pause Select a speed at which the messages scroll when you place your cursor
Speed over the message bar. Values include: Stopped, Slow, Medium, or Fast.
Update Interval Type the time interval in seconds at which you want notifications to
(Seconds) refresh. This field applies to the Notification button and notification pane.
Prefix of Normal Type the text to appear before a normal-priority message. For example,
Priority Message you might want the letter N to appear before a normal-priority message
to indicate it is a normal-priority message. A letter is useful if you have
difficulty distinguishing the colors of these messages. This field applies
to the notification panes.
For HTML messages, instead of entering <N>, enter <N> because
applications do not recognize the less than character (<) and the greater
than character (>).
Prefix of High Type the text to appear before a high-priority message. For example,
Priority Message you might want the letter H to appear before a high-priority message to
indicate it is a high-priority message. A letter is useful if you have
difficulty distinguishing the colors of these messages. This field applies
to the notification panes.
For HTML messages, instead of entering <H>, enter <H> because
applications do not recognize the less than character (<) and the greater
than character (>).
Prefix of Urgent Type the text to appear before an urgent-priority message. For example,
Priority Message you might want the letter U to appear before an urgent message to
indicate it is an urgent message. A letter is useful if you have difficulty
distinguishing the colors of these messages. This field applies to the
notification panes.
For HTML messages, instead of entering <U>, enter <U> because
applications does not recognize the less than character (<) and the
greater than character (>).

View Links for Screen Home Pages
Field Description
Show Select this check box to show the functionality for notifications in the
application window. This field applies to the Notification button and
notification pane.
View Links for Screen Home Pages

You can set up view links to appear in the view links area in screen home pages. For
more information about the main elements in home pages, see "Home Pages for
Screens" on page 3-11.
If your administrator sets up view links for screen home pages and marks those links
as public, then you cannot change or delete those links.
To add a view link to a screen home page
2. Navigate to the View Links view.
The Screen Homepages list appears.
3. In the Screen Homepages list, select the home page for which you want to add a
view link.
If view links exist for the home page, then the View Links list shows those links.
4. In the View Links list, click New (the plus (+) icon).
5. Complete the fields as needed.
Some of the fields are described in the following table.
Field Description
Sequence Type a number that determines the place of the link in the view links area of
the screen home page.
Active Select this check box to indicate this link is an active view link.
Name Type a name for the link.
Description Type a long description for the link.
View Select a view in the Pick Screen View dialog box that appears when you click
the select button in this field.
Default Query Select a default predefined query for the view you select in the View field.
Showing, Hiding, and Reordering Screens or Views

You can show, hide, and reorder screens and views. You can also set up default views
for screens in your application. The screens and views available to you are always
available through the Site Map, even if their names are hidden.
Showing or Hiding Screens

You can show or hide screens.
To show or hide screens

Showing, Hiding, and Reordering Screens or Views

2. Navigate to the Tab Layout view.
The Screen Tab Layout and View Tab Layout lists appear.
3. In the Screen Tab Layout list, select the record for the screen you want to show or
hide, and do one of the following:
■ Clear the Hide check box to show the screen.
■ Select the Hide check box to hide the screen.
Note: If you hide a screen, then all the views within that screen are
also hidden.
Showing or Hiding Views

You can show or hide views.
To show or hide views
3. In the Screen Tab Layout list, select the record for the screen associated with the
view you want to show or hide.
The View Tab Layout list shows the views for the selected screen.
4. In the View Tab Layout list, select the record for the view you want to show or
hide, and do one of the following:
■ Clear the Hide check box to show the view.
■ Select the Hide check box to hide the view.
Changing the Order of Screens

You can change the order in which screens appear.
To change the order in which screens appear
3. In the Screen Tab Layout list, type a whole number in the Order field for each
screen to define the position of that screen.
Use the number in the Order field to re-sequence the screens in ascending order. If
you use the same number in the Order field for more than one screen, then the
screens with the same number appear in alphabetical order.

Calendar Setup
Changing the Order of Views

You can change the order in which views appear.
To change the order in which views appear
3. In the Screen Tab Layout list, select the record for the screen for which you want to
reorder views.
The View Tab Layout list shows the views for the selected screen.
4. In the View Tab Layout list, type a whole number in the Order field for each view
to define the position of that view.
Use the number in the Order field to re-sequence the views in ascending order. If
you use the same number in the Order field for more than one view, then the
views with the same number appear in alphabetical order.
Setting Up Default Views for Screens

You can set up a default view for a screen.
To set up a default view for a screen
3. In the Screen Tab Layout list, select the screen for which you want to set up a
default view.
4. In the View Tab Layout list, select the Default View check box for the view you
want as the default view for the screen.
Calendar Setup
To better suit your needs, you can set up aspects of your calendar from the Calendar
view of the User Preferences screen. For information about using the calendar, see
"Calendar" on page 13-1.
■ "Length of a Workday" on page 18-13
■ "Default Calendar Activity Duration" on page 18-13
■ "Activating Alarms for All Calendar Activities" on page 18-13
■ "Default Alarm Lead Times" on page 18-14
■ "Default Alarm Snooze Times" on page 18-14
■ "Email Prompts for Meetings" on page 18-14

Calendar Setup
■ "Default Calendar Formats" on page 18-15

■ "Setting Up Another User’s Calendar as Your Default Calendar" on page 18-15
■ "Default Display for Participant Schedule" on page 18-16
Length of a Workday
The calendar shows your default workday, but it might not reflect the hours you are
actually at work. By default, your working hours for future dates are denoted by a line
that represents the beginning of your workday, and another line that represents the
end of your workday. You can change the start time and the end time of your workday.
Note: If you are viewing the current day, then the (start time) line
represents the current time, if the current time is later than the value
specified in your Working Hours Start At preference setting.
Otherwise, the (start time) line represents the value specified in your
Working Hours Start At preference setting.
To change the start time and end time of your workday

2. Navigate to the Calendar view.
The Calendar form appears.
3. Enter the calendar start time in the Working Hours Start At field.
4. Enter the calendar end time in the Working Hours End At field.
Default Calendar Activity Duration

Each activity you schedule on your calendar has a default duration. You can determine
this default duration.
To set up a default calendar activity duration
3. From the drop-down list for the Appointment Duration field, select the activity
length (in minutes).
Activating Alarms for All Calendar Activities

Alarms notify users of upcoming activities. You can specify this alarm activation for
every calendar activity you create.
To activate alarms for all calendar activities
2. On the link bar, click Calendar.

Calendar Setup

3. Select the check box for the Default Alarm field.
Note: Clear the Default Alarm check box to inactivate alarms for all
activities. Only activities you create after you clear the Default Alarm
check box are inactivated.
Default Alarm Lead Times

You can specify an amount of time before the start of an activity to designate when
alarm notification occurs.
To set up the default alarm lead time
3. From the drop-down lists for the Alarm Lead Time field, select a time between 5
and 120 minutes.
Instead of minutes, you can select hours, days, and weeks. The time that you select
is the time interval before appointments or reminders that all alarms trigger.
For information about alarm preferences, see the information about system preferences
in Siebel Applications Administration Guide.
Default Alarm Snooze Times

You can set up one snooze time for all your alarms.
To set up a default snooze time
The Calendar screen appears.
3. From the drop-down lists for the Snooze Period field, select a time between 15 and
120 minutes.
Instead of minutes, you can select hours, days, and weeks. The time that you select
is the time interval before alarms trigger a second time after postponing them.
Email Prompts for Meetings

You might want to be prompted to send email messages to meeting participants when
you create a new appointment or modify an existing appointment.
To set up an email prompt for a meeting

Calendar Setup

3. Select the check box for the Participant Email Prompt field.
Default Calendar Formats

You can set up a default calendar format to appear every time you access the Calendar
screen. For example, if you use the monthly calendar all the time, then you might want
to set up the monthly calendar as your default calendar format.
To set up a default calendar format
3. From the drop-down list for the Default Calendar field, choose Daily, Weekly, or
Monthly.
4. If you select Daily as the Default Calendar, then select the time interval for activity
periods in the calendar from the drop-down list for the Time Interval (Minutes)
field.
5. If you select Weekly as the Default Calendar, then do the following:
a. Select the default weekly calendar format from the drop-down list for the
Weekly Calendar View field.
b. Select the time interval for activity periods in the calendar from the
drop-down list for the Time Interval (Minutes) field.
c. In the Workdays section, select the week days to appear in the calendar from
the check boxes for each day of the week.
6. If you select Monthly as the Default Calendar, then make no further selections.
Setting Up Another User’s Calendar as Your Default Calendar

If you spend much of your time accessing another user’s calendar, then you might
want to set up that user’s calendar as your default calendar.
To set up another user’s calendar as your default
3. Click the select button in the Default User field.
The Pick Default User dialog box appears.
4. Select the appropriate user, and click OK.
That user’s login appears in the Default User field, and that user’s calendar
appears as your default calendar in the Calendar screen.

Maintaining Quick Fill Templates
Default Display for Participant Schedule

In the schedule of the Participant Availability subview, you can choose to display only
your work hours or all 24 hours of the day.
To set up a default display for the participant schedule
3. From the drop-down list for the Participant Chart Display field, choose Working
Hours or 24 Hours.

After you create quick fill templates, you can change some of their properties, and you
can deactivate or delete the templates. You can perform the tasks in this topic only for
the quick fill templates that you create.
■ "Renaming Quick Fill Templates" on page 18-16
■ "Deactivating Quick Fill Templates" on page 18-16
■ "Reactivating Quick Fill Templates" on page 18-17
■ "Deleting Quick Fill Templates" on page 18-17
■ "Adding Quick Fill Template Options in an Applet Menu" on page 18-17
Renaming Quick Fill Templates

You can rename a quick fill template.
To rename a quick fill template
2. Navigate to the Quick Fill Templates view.
The Templates list appears.
3. Select the template you want to rename.
4. In the Template Name field, type a new name for the quick fill template.
5. (Optional) In the Description field, change the description of the template.
Deactivating Quick Fill Templates

You can deactivate a quick fill template.
To deactivate a quick fill template


3. Select the template you want to deactivate.
4. In the Active field, clear the check box.
The template is no longer available for selection when you create a new record
from a quick fill template.
Reactivating Quick Fill Templates

You can reactivate a quick fill template.
To reactivate a quick fill template
3. Select the template you want to reactivate.
4. In the Active field, select the check box.
The template is now available for selection when you create a new record from a
quick fill template.
Deleting Quick Fill Templates

You can permanently delete a quick fill template.
To permanently delete a quick fill template
3. In the Templates list, select the quick fill template you want to delete, and then
click Delete (the trash can icon).
4. At the confirmation dialog box, click OK.
Adding Quick Fill Template Options in an Applet Menu

In preconfigured applications, Quick Fill Template menu options are available for
some applets, such as Activity Form Applet, and are not available for other applets,
such as FS Invoice Form Applet. You can assign the Quick Fill Template menu options
to other applets by adding Applet Method Menu Item objects.
To add Quick Fill Template options in an applet menu
1. In Siebel Tools, select the applet to which you want to add the quick fill template
options.
2. Navigate to the Applet Method Menu Items list for the applet.

User Profile Image Setup
An Applet Method Menu Item defines a menu item in the applet-level menu for
the parent Applet object definition. For more information about Applet Method
Menu Items, contact your administrator.
3. In the Applet Method Menu Items list, add the records in the following table.
Command Field Value Menu Text Field Value

ApplyTemplate Apply Template
SaveTemplate Save as Template
NewFromTemplate New From Template
NewFromLastTemplate NewFromLastTemplate
User Profile Image Setup

The following procedure shows you how to set a user profile image for your
application, which involves uploading a user profile image to server. This uploaded
user profile image will appear, instead of the default generic photo, for the Settings
button on the menu toolbar (shown in Figure 3–2).
To upload a user profile image to server
1. Navigate to the Administration - User screen, then the Persons view.
2. Select the record whose user profile image you want to personalize.
3. Go to the Image field on the form that appears and do one of the following as
required:
■ Type the full relative path to an image on a local server, for example, as
follows:
c:/images/photo.png
■ Type the full URL address to an image stored externally, for example, as
follows:
http://<xyz.server.com>/-7rbVFtLM9yE/AAAAAAAAAAI/AAAAAAAAAAA/lCL1
8P-yc8I/s96-c/photo.jpg
4. Save the changes when finished.
When the user next logs in to the application, Settings on the application banner
shows the logged in user’s profile image that is uploaded to the server, and not the
default generic photo.
About Setting Up Synchronization Preferences

You can set synchronization preferences from the DB Synchronization view of the User
Preferences screen. These preferences include enabling auto synchronization, setting
its frequency, and setting up auto synchronization reminders. For information about
setting up synchronization preferences, see Siebel Remote and Replication Manager
About Availability Fields in the Profile View

The following fields in the Availability section of the Profile view of the User
Preferences screen are only informational and have no associated logic: Current Status,
Until, and Next Status.

19
Accessibility
19
This chapter provides information about accessibility in your Siebel Web application. It
■ Accessibility in the Web Application
■ Keyboard Navigation in Accessible Rich Internet Applications
■ Utilities for Visually Impaired Users
■ Utilities for Physically Disabled Users
Accessibility in the Web Application

Your Siebel Web application has been designed to meet the Web Content Accessibility
Guidelines (WCAG) version 2.0 AA level, and U.S. Section 508, where possible and
practical. Oracle has taken leadership in not only attempting to meet mandates, but to
provide very practical and usable business solutions for business users and consumers
that require accessibility features. Accessibility is always enabled and requires no
special tasks for users. No action is required to enable accessibility features outside of
availability of appropriate assistive technology.
In order to address these accessibility standards, your Siebel Web application relies on
the WAI-ARIA coding techniques (Web Accessibility Initiative - Accessible Rich
Internet Applications). One example of WAI-ARIA t hat has been implemented are
Regions, which allow users to navigate to various parts of a page such as the Menu,
Toolbar and Applets using keyboard shortcuts provided by assistive technology that
has also implemented WAI-ARIA.
Note: To fully leverage Accessibility in Siebel Web applications, end

users must use browsers and assistive technologies that have
implemented WAI-ARIA. Only a subset of accessibility features is
available without support of WAI-ARIA.
For information about Version 2.0 of WCAG, visit the Web Accessibility Initiative Web
site at:
http://www.w3.org/WAI/
For more information about Section 508, visit the Section 508 Web site at:
http://www.section508.gov/
Accessibility 19-1
Keyboard Navigation in Accessible Rich Internet Applications
Keyboard Navigation in Accessible Rich Internet Applications

Your Siebel Web client application supports Accessible Rich Internet Applications
(ARIA). ARIA define a way to make Web content and Web applications more
accessible for people with disabilities and easier to use for all users. ARIA especially
help in navigating within dynamic content and in using advanced user interface
controls developed with Ajax, HTML, JavaScript, and related technologies.
ARIA include a collection of common, semantic landmarks that apply to each
navigable region in an application. These landmarks allow a person with disabilities to
use an assistive-technology product, such a screen reader, to navigate in an
application. Landmarks provide a consistent navigation experience in which a
pointing device, such as a mouse, is unnecessary.
Examples of landmarks include: the application-level menu, the application toolbar,
screen names, view names, lists, visibility filters, and forms. If you use a JAWS screen
reader, press CTRL + INSERT+; (semicolon) to display a dialog box that describes the
landmarks.
For information about ARIA, visit the Web Accessibility Initiative Web site at:
http://www.w3.org/WAI/
Utilities for Visually Impaired Users

In your Siebel Web client application, people with visual impairment can use screen
magnification utilities to enlarge selected text and other on-screen elements for easier
viewing. Several operating systems supply magnification utilities. Also, you can
purchase these utilities from third-party vendors. Your Siebel Web client application
supports magnification utilities that work in browser-based applications.
In your Siebel Web client application, people with visual impairment can use zoom
features and high-contrast options for browsers to facilitate viewing.
Screen Readers
The Siebel Web client application supports screen readers that work in browser-based
applications. Screen readers provide an audible description of the field contents as you
navigate through the user interface. It is recommended that you use screen readers
that comply with Accessible Rich Internet Applications (ARIA).
The Siebel Web client application supports screen readers that are browser-compatible
because it is a standards-based Web application. Some browsers interpret Accessible
Rich Internet Applications (ARIA) and Version 2.0 of Web Content Accessibility
Guidelines (WCAG) better than other browsers. Use the appropriate browser for your
implementation. Consult with the vendor for your screen reader to use it with your
Web application.
If you use a screen reader, then you hear the levels of the bar region that denote user
interface areas. Table 19–1 shows the level of the bar region that corresponds to each
user interface area that sighted users work with.

Utilities for Physically Disabled Users
Table 19–1 Levels of Bar Region for User Interface Areas

User Interface Area Level of Bar Region
One of the following: First level
■ The list that appears when you click the Side Menu.
■ The screen tabs that appear across the screen, at the start of a page.
■ The screen names that appear in tree format on the side of the screen.
One of the following: Second level
■ The views that appear in the second level view bar.
■ The views that appear in a link bar under the screen tabs.
■ The view names that appear in tree format on the side of the screen.
One of the following: Third level
■ The views that appear in the third level view bar.
■ The view tabs that appear lower on the screen.
One of the following: Fourth level
■ The subviews that appear in the fourth level subview bar.
■ The subviews that appear in a link bar under the view tabs lower on
the screen.
■ The subviews that appear when you hover the cursor over a view
tab lower on the screen.

In your Siebel Web client application, people with physical disabilities can use utilities,
such as soft keyboards, voice control, and StickyKeys, to work with data. The
keyboard-usage model for the Web application client recognizes these utilities. For
more information about using these utilities in browser-based applications, consult the
vendor for the utility or the vendor for the operating system.
Accessibility 19-3

20
Keyboard Navigation and Shortcuts
20
This chapter describes how to navigate the keyboard and use keyboard shortcuts in
your Web application. It includes the following topics:
■ Keyboard Navigation on page 20-1
■ Keyboard Shortcuts on page 20-3
■ Application Management Keyboard Shortcuts on page 20-3
■ Online Help Keyboard Shortcuts on page 20-3
■ General Navigation Keyboard Shortcuts on page 20-4
■ Layout Management Keyboard Shortcuts on page 20-5
■ Record Management Keyboard Shortcuts on page 20-5
■ Record Navigation Keyboard Shortcuts on page 20-6
■ Query Management Keyboard Shortcuts on page 20-6
■ Field Management Keyboard Shortcuts on page 20-7
■ Communication Management Keyboard Shortcuts on page 20-7
■ Call Management Keyboard Shortcuts on page 20-8
■ Example Using Keyboard Shortcuts to Select the Displayed Columns on page 20-8
Keyboard Navigation
Keyboard shortcuts allow you to use sequences of keystrokes as an alternative to the
mouse for executing commands and navigating through the application. Typically
these key sequences are combinations of CTRL, ALT, and SHIFT, along with the
standard keys on your keyboard.
Many of the default keyboard shortcuts provided by your browser are also available
for use in your application. For example, you can navigate sequentially through fields
within the application views using TAB.
A full set of keyboard shortcuts is included in Siebel applications, but administrators
can change these keyboard shortcuts in Siebel Tools. For information about the
keyboard shortcuts available to you, contact your Siebel administrator.
The following keys facilitate keyboard navigation in applications:
■ Arrow keys. Press the arrow keys to navigate within a widget (such as within a
list applet, within a form applet, within a drop-down list, and so on).
Keyboard Navigation and Shortcuts 20-1

Keyboard Navigation
■ ENTER. Press ENTER to navigate to the screen if the focus is on the screen or to
navigate to the view if the focus is on the view.
■ ENTER key behavior in applets and dialog boxes. Pressing ENTER while
focusing on a control button results in the same behavior as clicking the control
button.
■ ESC. Press ESC to close an interface element, such as a calendar control, a
calculator control, and so on, without saving changes in the interface element.
Also, press ESC to cancel an operation, such as an operation to create a query or to
create a record.
■ ESC key behavior in applets and dialog boxes. A confirmation message appears
(showing the OK and Cancel buttons) when a user closes a dialog box by clicking
Close (the X icon) in the upper corner of the dialog box.
– Press ENTER to close the confirmation message and the dialog box.
– Press ESC to close the confirmation message and return to the original dialog
box.
■ ESC key and Undo. Pressing ESC once performs a single undo operation. Pressing
the Undo key multiple times might generate multiple results depending on the
user's previous activity, including which user interface elements the user has
interacted with.
■ TAB and TAB+SHIFT. Press TAB to navigate forward and TAB+SHIFT to navigate
backward between widgets (interface elements, such as the application-level menu
and application toolbar).
TAB and TAB+SHIFT moves the focus among widgets and standard HTML
controls. For example, pressing the TAB key in a typical List Form view moves the
focus in the following sequence:
– Application-level menu
– Saved Queries/PDQ
– Application toolbar
– Visibility Filter
– List applet menu
– List applet buttons (one by one)
– List column headers (one by one)
– List applet grid first row first list column control
– Form applet menu
– Form applet buttons
– Form applet controls (one by one)
High-level widgets, such as, the application-level menu, applet menu, tabs at any
of the four possible levels, list applet grid, and so on have complex navigation
requirements between their constituent elements.
When you are within a widget, use the following keys to handle tasks:
– The arrow keys to navigate up, down, back (previous), and forward (next).
– The ENTER key to drill down on the object in focus.
– The ESC key to cancel or back out of an operation.

Online Help Keyboard Shortcuts
The keyboard navigation keys described here are simple to use and easy to remember.
The remainder of this chapter describes the application-specific keyboard shortcuts
(supported for navigating in the user interface) and they are useful for performing
frequent and repetitive tasks. Browser vendors support an additional set of useful
shortcut combinations.
Keyboard Shortcuts
The keyboard shortcuts in this chapter are organized in category tables according to
the actions they perform. The context column indicates where in the application you
perform each action because keyboard shortcuts are based on application context, or
focus rules. If a command is not available in the application, then the keyboard
shortcut is not active.
Some keyboard shortcuts described in the tables in this chapter do not execute the
designated action in all browsers. Also, if a keyboard shortcut for an action in a table is
the same keyboard shortcut for a different action in your browser, then the resulting
action might be the action for your browser.
Note: The keyboard shortcuts described in this chapter are included

in your Siebel application. If your Siebel administrator changes the
configuration of these keyboard shortcuts, then your keyboard
shortcuts might be different. Because of the browser that you use, it
might be necessary to change the default keyboard shortcuts in your
browser preferences or in your applications. If you encounter
difficulties using your keyboard shortcuts, then contact your Siebel
administrator.
Application Management Keyboard Shortcuts

Table 20–1 lists the keyboard shortcuts you can use to perform general activities in
your application.
Table 20–1 Application Management Keyboard Shortcuts

Action Keyboard Shortcut Context
Synchronize the database. ■ SHIFT+F5 Application
Update the audit cache. ■ CTRL+ALT+X Application
Connect as new mobile user. ■ CTRL+SHIFT+W Application
Log out. ■ CTRL+SHIFT+X Application
Online Help Keyboard Shortcuts

Table 20–2 lists the keyboard shortcuts you can use to access options available on the
Help application-level menu.
Table 20–2 Online Help Keyboard Shortcuts

Display the online help. ■ CTRL+H Screen

General Navigation Keyboard Shortcuts
Table 20–2 (Cont.) Online Help Keyboard Shortcuts

Display information about a record. ■ CTRL+ALT+K Record
Display technical support information, ■ CTRL+ALT+J Application
including system information.
General Navigation Keyboard Shortcuts

Table 20–3 lists the keyboard shortcuts you can use to navigate in your application.
Table 20–3 General Navigation Keyboard Shortcuts

Go to the Site Map. ■ CTRL+SHIFT+A Application
Go to the application-level menu. ■ CTRL+ALT+M Application
Go to screen tabs. ■ CTRL+SHIFT+T Application
Siebel shortcut.
Not available in Google Chrome so it is
recommended that you alter this
shortcut accordingly.
■ INSERT+CTRL+R
JAWS shortcut.
Note that CTRL+SHIFT+T is the shortcut,
but for JAWS users it is recommended that
you use the INSERT+CTRL+R Region List
command.
Go to the view tabs. ■ CTRL+ALT+T Application
Siebel shortcut.
■ INSERT+CTRL+R
JAWS shortcut
Note that CTRL+ALT+T is the shortcut, but
for JAWS users it is recommended that you
use the INSERT+CTRL+R Region List
command.
Go to the subview tabs. ■ CTRL+ALT+V Application
Siebel shortcut.
Not available in Google Chrome so it is
recommended that you alter this
shortcut accordingly.
■ INSERT+CTRL+R
JAWS shortcut.
Note that CTRL+ALT+V is the shortcut, but
for JAWS users it is recommended that you
use the INSERT+CTRL+R Region List
command.
Open the Menu (cogwheel icon) on ■ CTRL+SHIFT+M List, form
a list or form.
■ CTRL+SHIFT+G
Go to the next list or form. ■ CTRL+SHIFT+] Application
■ CTRL+ALT+]

Record Management Keyboard Shortcuts
Table 20–3 (Cont.) General Navigation Keyboard Shortcuts

Go to the previous list or form. ■ CTRL+SHIFT+[ Application
■ CTRL+ALT+[
Open the Tasks pane. ■ CTRL+SHIFT+Y Application
Go to a tree applet. ■ CTRL+SHIFT+4 Application
Go to the previous tree applet node. ■ UP ARROW Application
Go to the next tree applet node. ■ DOWN ARROW Application
Go to the field for the visibility filter. ■ CTRL+SHIFT+V Application
Layout Management Keyboard Shortcuts

Table 20–4 lists the keyboard shortcuts you can use to change the appearance of lists in
your application.
Table 20–4 Layout Management Keyboard Shortcuts

Sort a single column. ■ ENTER List column header
Open a dialog box to perform ■ CTRL+SHIFT+O List
advanced sorting.
Open a dialog box to select the ■ CTRL+SHIFT+K List
displayed columns.
■ CTRL+SHIFT+B
Record Management Keyboard Shortcuts

Table 20–5 lists the keyboard shortcuts you can use when performing record
management tasks in your application.
Table 20–5 Record Management Keyboard Shortcuts

Create a new record. ■ CTRL+ALT+N List, form
Create a new record using a Quick ■ CTRL+K Form
Fill template.
Create a new record using the last ■ CTRL+J Form
used Quick Fill template.
Apply a Quick Fill template to a ■ CTRL+Q Form
record.
Copy a record. ■ CTRL+B Record
■ CTRL+ALT+B

Record Navigation Keyboard Shortcuts
Table 20–5 (Cont.) Record Management Keyboard Shortcuts

Save a record. ■ CTRL+SHIFT+S List, form
■ CTRL+S
Note that if you use this shortcut to save a
record that has an invalid value in a field, then
the Save As dialog box may appear in error. In
Mozilla Firefox and Google Chrome, you will
be prompted to check if your data is in the
correct format.
Delete a record. ■ CTRL+D Record
■ CTRL+ALT+D
Undo a record. ■ ESC Record
Select all records. ■ CTRL+ALT+A List
Applies when each record has a field with
a check box.
■ CTRL+A
Record Navigation Keyboard Shortcuts

Table 20–6 lists the keyboard shortcuts you can use to navigate to records in your
application.
Table 20–6 Record Navigation Keyboard Shortcuts

Go to the previous record. ■ CTRL+SHIFT+, (comma) List, form
■ CTRL+UP ARROW
■ ALT+, (comma)
Go to the next record. ■ CTRL+SHIFT+. (period) List, form
■ CTRL+DOWN ARROW
■ ALT+. (period)
Go to the previous record set. ■ CTRL+ALT+, (comma) List
Go to the next record set. ■ CTRL+ALT+. (period) List
Go to the first record set. ■ ALT+U List, form
Go to the last record set. ■ ALT+L List, form
Query Management Keyboard Shortcuts

Table 20–7 lists the keyboard shortcuts you can use to work with queries in your
application.
Table 20–7 Query Management Keyboard Shortcuts

Create a new query. ■ ALT+Q List, form

Communication Management Keyboard Shortcuts
Table 20–7 (Cont.) Query Management Keyboard Shortcuts

Run a query. ■ ALT+ENTER List, form
■ CTRL+ENTER
■ ENTER
Refine a query. ■ ALT+R List, form
■ ALT+G
Save a query with different name. ■ CTRL+ALT+S List, form
■ ALT+S
Open a dialog box for the query assistant. ■ CTRL+SHIFT+Z List, form
Cancel a query. ■ CTRL+SHIFT+9 List, form
Field Management Keyboard Shortcuts

Table 20–8 lists the keyboard shortcuts you can use when performing field
management tasks in your application.
Table 20–8 Field Management Keyboard Shortcuts

Open a selection dialog box for a field. ■ F2 Field
Open the calendar control for a field.
Open the calculator control for a field.
Close a selection dialog box for a field. ■ CTRL+ALT+O Field
Open a drop-down list for a field. ■ F2 Field
■ DOWN ARROW
Drill down on a field. ■ CTRL+SHIFT+SPACE Field
Communication Management Keyboard Shortcuts

Table 20–9 lists the keyboard shortcuts you can use to share information with others in
your application.
Table 20–9 Communication Management Keyboard Shortcuts

Go to the Correspondence screen to send a letter. ■ CTRL+L Record
Open a dialog box to send an email. ■ F9 Record
Open a dialog box to send a fax. ■ CTRL+F9 Record
Open a dialog box to send a page. ■ SHIFT+F9 Record
Open a dialog box to send an outbound wireless message. ■ ALT+F9 Record
View a work item. ■ SHIFT+F8 Record
Set work mode to ready. ■ CTRL+F2 Record
Set work mode to not ready. ■ CTRL+F3 Record

Call Management Keyboard Shortcuts
Table 20–9 (Cont.) Communication Management Keyboard Shortcuts

Set work mode to other. ■ CTRL+F4 Record
Set work mode to after call work. ■ CTRL+F5 Record
Set work mode to busy. ■ CTRL+F6 Record
Call Management Keyboard Shortcuts

Table 20–10 lists the keyboard shortcuts you can use when calling others in your
application.
Table 20–10 Call Management Keyboard Shortcuts

Associate call. ■ F8 Call
Blind transfer of a call. ■ ALT+F7 Call
Transfer a conference call. ■ CTRL+F7 Call
Consultative transfer of a call. ■ SHIFT+F7 Call
Release a call. ■ F12 Call
Make a call. ■ F7 Call
Make a finance call. ■ CTRL+SHIFT+F Call
Make an insurance call. ■ CTRL+SHIFT+I Call
Answer a call. ■ F6 Call
Set work mode to post call wrap-up. ■ CTRL+F5 Call
Example Using Keyboard Shortcuts to Select the Displayed Columns

The following procedure shows you how to use keyboard shortcuts to select the
displayed columns - that is, to move columns from the Available Columns list to the
Selected Columns list.
To use keyboard shortcuts to select the displayed columns
1. Click CTRL+Shift+K to open the Displayed Columns dialog box.
There are two lists, positioned side by side, in the Displayed Columns dialog box:
The Available Columns list appears first followed by the Selected Columns list.
2. Click the tab button to go to the Available Columns list (which appears first in the
Displayed Columns dialog box).
3. Click the up or down arrow to select the column that you want to move.
4. Click the tab button to go to the forward arrow, and then click ENTER (or
SHIFT+ENTER).
The selected column moves from the Available Columns list into the Selected
Columns list.
Repeat this task as required to select the displayed columns that you want.

Index
A home pages for screens, 3-11

keyboard navigation, 20-1
About Record feature
logging in to, 2-1
about, 6-9
logging out of, 2-2
and merging records, 6-10
screens, 3-10
accessibility, in the Web application, 19-1
application banner, about, 3-2
Accessible Rich Internet Applications, about keyboard
application management, keyboard shortcuts
navigation in, 19-2
for, 20-3
Action Pane, about, 3-12
application toolbar, about, 3-4
activities
application user interface behavior, about, 3-13
about defaults for, 13-5
application window
about defaults for recurring, 13-5
elements of, 3-1
about viewing, 13-4
Site Map for, 3-11
adding contacts to, 13-11
application-level menu
adding employees to, 13-11
about, 3-3
adding in the To Do list, 13-8
using to create records, 6-2
adding participants to, 13-11
using to delete records, 6-7
adding to calendar, 13-6
asterisk (star icon)
changing, 13-9
in required fields, 4-2
changing recurring to nonrecurring, 13-7
using to identify new records, 6-10
creating recurring in calendar, 13-7
attaching files to records, 6-12
deleting from calendar, 13-6
by moving files to the attachments view, 6-13
deleting recurring in calendar, 13-8
using Menu (the cogwheel icon), 6-13
reassigning, 13-14
using the New File button, 6-12
removing employees and contacts from, 13-12
attaching URLs to records
removing participants from, 13-12
using Menu (the cogwheel icon), 6-14
rescheduling, 13-10
using New URL button, 6-14
rescheduling by changing date fields, 13-10
attachments
rescheduling by stretching borders, 13-10
adding emails and email attachments to
saving recurring, 13-9
records, 6-15
using alarms for, 13-14
adding files to records, 6-12
viewing in daily, weekly, and monthly
adding URLs to records, 6-14
format, 13-5
Attachments view, using to attach files to
advanced find, performing, 8-4
records, 6-12
advanced sorting, performing in lists, 6-17
alarms
about using for activities, 13-14 B
activating, 13-15 basic search, performing, 8-3
activating for all calendar activities, 18-13 bookmarks, adding to email or documents, 12-5
dismissing, 13-15 Broadcast Message business component fields, 14-7
postponing, 13-15 browser, features, 2-3
setting up default lead times for, 18-14
setting up default snooze times for, 18-14
triggering and displaying, 13-14 C
applet visualization, setting, 18-5 calculator
application about, 4-7
Index-1
accessing, 4-7 setting for deleting records, 18-5
button for, 4-5 contacts
calendar adding to activities, 13-11
about, 13-2 removing from activities, 13-12
activating alarms for, 13-15 count of records, displaying, 6-8
adding activities in the To Do list, 13-8 creating records, 6-2
adding activities to, 13-6 using quick fill, 6-2
changing length of day for, 18-13 using quick fill templates, 6-4
changing recurring activities in, 13-7 using the last quick fill template, 6-4
creating recurring activities in, 13-7 currency calculator, accessing, 4-7
deleting activities from, 13-6
deleting recurring activities in, 13-8
D
dismissing alarms in, 13-15
formats in, 13-3 daily format
granting others access to, 13-18 about, 13-3
postponing alarms in, 13-15 adding activities to, 13-6
saving recurring activities in, 13-9 rescheduling activities, 13-10
setting up another user’s calendar as your rescheduling activities by stretching
default, 18-15 boders, 13-10
setting up aspects of, 18-12 setting up for calendar, 18-15
setting up default activity duration in, 18-13 viewing activities in, 13-5
setting up default formats for, 18-15 data
viewing activities in, 13-5 exporting to an external file, 12-6
viewing To Do list in, 13-2 importing into the application, 12-5
views for, 13-4 data access, about, 2-3
calendar availability, about viewing, 13-17 data synchronization
calendar control about and example, 11-1
about, 4-5 illustration of, 11-2
accessing, 4-5 initiating, 11-2
calendar select button data, displaying
about using, 4-5 about record navigation buttons for, 3-8
case and accent insensitive queries, 7-2 charts for, 13-18
charts, about saving, 13-18 Explorer views for, 3-12
chat forms for, 3-8
accepting incoming, 16-2 lists for, 3-6
agent status, changing, 16-7 default queries, about using, 7-7
closing, 16-7 Delete button (trash can icon)
dashboard, showing and hiding, 16-7 using to delete records, 6-7
handling transferred, 16-6 deleting records, 6-7
logging in to, 16-1 Demo application, about, 2-2
opening incoming, 16-2 developer Web clients
pane, showing and hiding, 16-5 notifications, enabling or disabling, 14-5
releasing, 16-6 Dismiss All button, using to dismiss alarms, 13-15
responding to incoming, 16-2 documents, adding URLs to, 12-5
sessions, switching between, 16-5 drilling down and across, described, 6-8
transferring, 16-5 drop-down lists, about using, 4-4
check boxes, about, 4-3 duplicate records, merging, 6-11
columns
locking, 6-19 E
organizing in lists, 6-15
resizing, 6-19 email
sorting data in, 6-17 adding URLs to, 12-5
Columns Displayed dialog box, about buttons failed messages, resending, 17-3
in, 6-15 keyboard shortcuts for, 20-7, 20-8
communication management, keyboard shortcuts outbound communications preferences, 17-7,
for, 20-7, 20-8 18-6
communications panel outgoing message templates, using, 17-3
accessing, 3-9 prompts, setting up for meeting, 18-14
compound query operators, 7-10 replying to incoming, 17-1
confirmation prompt resending outgoing, 17-3
retrieving outgoing draft, 17-6
Index-2
saving as a template, 17-6 using, 12-4
saving draft, 17-4
Send Email command for, 12-3
I
sending, 12-3
using external email client to send, 17-8 iHelp
viewing list of all attached items in, 12-3 about, 9-1
emails and email attachments using to complete tasks, 9-2
attaching to records, 6-15 iHelp Map, using, 9-3
employees Inbox, using, 12-1
adding to activities, 13-11
and deleting activities from the calendar, 13-6 K
removing from activities, 13-12
End By field, default values for, 13-5 keyboard navigation
Explorer views, about, 3-12 about, 20-1
in Accessible Rich Internet Applications, 19-2,
20-1
F keyboard shortcuts
faxes about, 20-1
keyboard shortcuts for, 20-7, 20-8 application management and, 20-3
Send Fax command for, 12-3 communication management and, 20-7, 20-8
field controls field management and, 20-7
about, 4-3 general navigation and, 20-4
buttons for, 4-5 layout management and, 20-5
check boxes and, 4-3 online help and, 20-3
currency calculator, 4-7 query management and, 20-6
drop-down lists and, 4-4 record management and, 20-5
option buttons and, 4-4 record navigation and, 20-6
text fields and, 4-2 tables of, 20-3
field hyperlinks in records, using, 6-8
field management, keyboard shortcuts for, 20-7 L
fields, about, 4-2
files layout management, keyboard shortcuts for, 20-5
attaching to records, 6-12 lists
exporting to an external file, 12-6 about expanding and collapsing, 3-7
importing into the application, 12-5 finding records in, 7-4
find horizontal scrolling in, 3-7
advanced OSES search operation, 8-6 locking columns in, 6-19
advanced, performing, 8-4 navigating between records in, 3-7
basic search, performing, 8-3 organizing columns in, 6-15
Smart Answer search, 8-5 performing advanced sorting for, 6-17
Smart Answer search from SR view, 8-5 resizing columns in, 6-19
forms show less button in, 3-7
about editing, 3-8 show more button in, 3-7
long and short, 3-8 sorting columns in, 6-17
toolbar, 3-8 toolbar, 3-8
fourth level subview bar, about, 3-5 using visibility filter in, 3-6
logging in
about data access and responsibilities for, 2-3
G to application, 2-1
group calendars, about using, 13-17 to Self Service, 2-5
long forms, about, 3-8
H
M
home page
about, 2-2 meetings, setting up email prompts for, 18-14
about for screens, 3-11 Menu (cogwheel icon)
setting as startup view, 18-2 using to attach files to records, 6-12
setting up default queries for, 18-8 using to attach URLs to records, 6-14
setting up view links for, 18-10 using to delete records, 6-7
HTML editor menu toolbar, about, 3-3
toolbar buttons in, 12-4 messages, about sending, 3-9
Index-3
mobile devices, sending message to, 12-3 participants
mobile Web clients adding to activities, 13-11
enabling or disabling notifications, 14-5 removing from activities, 13-12
monthly format setting up default schedule display for, 18-16
about, 13-3 setting up email prompts for, 18-14
adding activities to, 13-6 PDQ
setting up for calendar, 18-15 See predefined queries, 7-2
viewing activities in, 13-5 physically disabled users, utilities for, 19-3
moving files, to the attachments view, 6-13 predefined mapping, about using to import
multiple selection dialog box, using to associate data, 12-5
records, 5-3 predefined queries
multi-value group fields, exporting records that about, 7-2
include, 12-6 modifying, 7-11
primary employee, and deleting activities from the
calendar, 13-6
N
native browser features, 2-3
navigation
Q
keyboard shortcuts for, 20-4 queries
using Site Map for, 3-11 about, 7-1
navigation options, setting, 18-3 about predefined, 7-2
New File button, using to attach files to records, 6-12 about user-defined, 7-3
New URL button, using to attach URLs to about using default, 7-7
records, 6-14 canceling long running, 7-5
notes, adding to records, 6-10 compound operators for, 7-10
Notification creating, 7-3
button, about, 14-10 deleting, 7-5
button, setting up, 18-8 drop-down list for saved, 7-2, 7-3
notification panes executing, 7-3
about, 14-10 limiting report data by using, 12-2
setting up, 18-8 modifying predefined, 7-11
notifications refining, 7-5
Broadcast Message business component fields, saving, 7-3
table of, 14-7 saving using another name, 7-11
caching, configuring, 14-9 setting up default, 18-8
level of importance or severity, 14-11 simple operators for, 7-8
message text, about automatically updating, 14-7 tips for creating and executing, 7-11
messages, creating and sending, 14-5 toolbar, 7-3
messages, reviewing, 14-9 use of blank spaces in, 7-11
messages, updating, 14-6 use of wildcards in, 7-10
mobile and developer Web clients, enabling or viewing results list for, 7-11
disabling, 14-5 viewing saved, 18-8
overview, 14-1 Query Assistant, using, 7-6
process flow example, 14-3 query control, accessing, 7-1
scenario, 14-3 query management, keyboard shortcuts for, 20-6
server level, enabling and disabling, 14-4 quick fill
deactivating templates for, 18-16
deleting templates for, 18-16
O
reactivating templates for, 18-16
online help, keyboard shortcuts for, 20-3 renaming templates for, 18-16
operators using to create records, 6-2
compound query, 7-10
simple query, 7-8
option buttons, about, 4-4
R
Owner field, about using to reassign activities, 13-14 radio buttons, about, 4-4
record count, displaying, 6-8
record management, keyboard shortcuts for, 20-5
P
record navigation, keyboard shortcuts for, 20-6
Participant Availability subview records
about using, 13-16 about, 4-1
setting up default display for schedule in, 18-16 adding notes to, 6-10
Index-4
associating using multiple selection dialog select buttons
box, 5-3 about, 5-1
associating using single selection dialog box, 5-1 about using, 4-5
associating with other records, 6-7 selection dialog boxes
attaching files to, 6-12 finding specific records in, 5-5
attaching URLs to, 6-14 launching, 5-1
canceling changes to, 6-6 multiple, 5-1
changing multiple, 6-5 querying for records in, 5-4
copying, 6-4 single, 5-1
creating, 6-2 using multiple to associate records, 5-3
deleting, 6-7 using single to associate records, 5-1
editing, 6-4 Self Service
entering characters to find, 5-5 about getting started with, 2-4
finding in lists, 7-4 logging in to, 2-5
finding in selection dialog box, 5-5 logging out of, 2-5
finding information about, 6-9 obtaining a new password, 2-5
flagging, 6-10 registration, 2-4
identifying new, 6-10 Send Email command, 12-3
merging duplicate, 6-11 Send Fax command, 12-3
printing, 6-8 Send Page command, 12-3
querying for in selection dialog box, 5-4 Send Wireless Message command, 12-3
saving, 6-6 short forms, about, 3-8
using field hyperlinks in, 6-8 show less button, 3-7
using quick fill to create, 6-2 show more button, 3-7
reports Side Menu, about, 3-3
accessing and running, 12-2 Siebel application
role of queries in, 12-2 logging in to, 2-1
resizing indicator, about, 4-2 logging out of, 2-2
responsibilities, about, 2-3 Siebel Search
reviewing notifications, 14-9 advanced find, performing, 8-4
advanced OSES search operation, 8-6
basic search, performing, 8-3
S
Smart Answer search, 8-5
Sample database, about, 2-2 Smart Answer search from SR view, 8-5
Save All button, about using, 13-9 simple query operators, 7-8
Save This One button, about using, 13-9 simplified user interface, about, 18-4
Saved Queries drop-down list, about, 7-2 single selection dialog box, using to associate
screen readers, about, 19-2 records, 5-1
screens Site Map
about, 3-10 about, 3-11
about home pages for, 3-11 snooze time for alarms
changing order of, 18-10 and postponing alarms, 13-15
setting up default views for, 18-10 setting default, 18-14
showing or hiding, 18-10 startup view, setting, 18-2
scroll speeds, setting for tile applets, 18-5 synchronizing data
search about and example, 11-1
advanced find, performing, 8-4 about setting up user preferences for, 18-18
advanced OSES search operation, 8-6 illustration of, 11-2
basic, performing, 8-3 initiating, 11-2
functionality, about, 8-1
settings, configuring for OSES, 8-7
Smart Answer search, 8-5
T
Smart Answer search from SR view, 8-5 Task UI
Search Toolbar about, 10-1
about, 8-1 navigational buttons for, 10-2
advanced find, preforming using, 8-4 setting pause behavior for, 18-6
advanced OSES search operation, 8-6 using, 10-2
basic search, performing using, 8-3 telephone number, querying for, 7-7
Siebel Smart Answer search, 8-5 templates, quick fill, 6-2
second level view bar, about, 3-4 text fields, about, 4-2
Index-5
themes, setting, 18-3 V
third level view bar, about, 3-5
thread bar, and drilling across, 6-8 views
To Do list about for calendar, 13-4
adding activities, 13-8 changing the order of, 18-10
marking activities complete in, 13-9 showing or hiding, 18-10
viewing in calendar, 13-2 visibility filter
transition effects, setting, 18-4 about, 3-5
visibility, about, 2-3
visually impaired users, utilities for, 19-2
U
Undo Record, using, 6-6 W
URLs
weekly format
adding to email or documents, 12-5
about, 13-3
attaching to records, 6-14
user interface adding activities to, 13-6
behavior, about, 3-13 rescheduling activities by moving them, 13-10
simplified, about, 18-4 rescheduling activities by stretching
borders, 13-10
user preferences
setting up for calendar, 18-15
about, 18-1
viewing activities in, 13-5
about availability fields in Profile view of, 18-18
work items
about setting up synchronization
accepting incoming chat, 16-2
preferences, 18-18
forwarding call, 15-5
activating alarms for all calendar activities, 18-13
changing length of calendar day, 18-13 inbound call, receiving, 15-1
changing order of screens, 18-10 indicating readiness for call, 15-5
initiating call, 15-2
changing the order of views, 18-10
releasing call, 15-3
setting a default time zone, 18-2
transferring call, 15-3
setting a startup view, 18-2
transferring chat, 16-5, 16-6
setting a user profile image, 18-18
setting applet visualization, 18-5
setting confirmation before deleting records
prompt, 18-5
setting navigation options, 18-3
setting outbound communications preferences for
email, 18-6
setting pause behavior for Task UI, 18-6
setting scroll speeds for tile applets, 18-5
setting themes, 18-3
setting transition effects, 18-4
setting up another user’s calendar as your
default, 18-15
setting up aspects of notifications, 18-8
setting up default alarm lead times, 18-14
setting up default alarm snooze times, 18-14
setting up default calendar activity
duration, 18-13
setting up default calendar formats, 18-15
setting up default display for participant
schedule, 18-16
setting up default queries, 18-8
setting up default views for screens, 18-10
setting up email prompts for meetings, 18-14
setting up view links for home pages, 18-10
showing or hiding screens, 18-10
showing or hiding views, 18-10
user profile image, setting, 18-18
user-defined queries, about, 7-3
Index-6

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Siebel CRM

Preface ............................................................................................................................................................... xiii

1 What’s New in This Release

2 Getting Started with Your Application

3 User Interface Overview

4 Records, Fields, and Field Controls

5 Selection Dialog Boxes

11 Synchronizing Data for Disconnected Use

20 Keyboard Navigation and Shortcuts

Access to Oracle Support

This chapter describes new product features.

Note: Siebel Innovation Pack 2017 is a continuation of the Siebel

What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017,

What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2017

What’s New in This Release 1-1

What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016,

What’s New in Siebel Fundamentals Guide, Siebel Innovation Pack 2016

1-2 Siebel CRM Fundamentals Guide

What’s New in This Release 1-3

1-4 Siebel CRM Fundamentals Guide

Logging In to the Application

Note: The language of the application screens is controlled by

2. Enter your user ID and password.

Getting Started with Your Application 2-1

Note: If the setting zone in your browser is set to medium or higher,

Demo Version of Siebel Application

Application Home Page

Logging Out of the Application

To log out of the application

Closing the Browser

2-2 Siebel CRM Fundamentals Guide

Native Browser Features

About Access and Responsibilities in the Siebel Application

Caution: Do not delete or merge positions because doing so renders

The following factors can determine the records you see:

Getting Started with Your Application 2-3

Getting Started with Self Service Applications

Registering on the Self Service Web Site

2-4 Siebel CRM Fundamentals Guide

The home page appears again.

Logging In to the Self Service Web Site

Logging Out of the Self Service Web Site

Obtaining a New Password for Self Service Applications

Getting Started with Your Application 2-5

2-6 Siebel CRM Fundamentals Guide

Elements of the Application Window

User Interface Overview 3-1

5. "List" on page 3-6, which consists of multiple records presented as rows.

Figure 3–1 Main Elements of the Application Window

Figure 3–2 Application Banner

The following items are available on the application banner:

3-2 Siebel CRM Fundamentals Guide

Table 3–1 Menu Toolbar Controls

Search Toolbar Text box Click in the empty "Information Search"

Share Button Click to send email "Sending Messages"

Notification Button Click to open the "Notifications" on

Settings Button Click to change "User Preferences" on

User Interface Overview 3-3

Table 3–2 Application Toolbar Controls