How to get started with Siebel

Even though we have a local Siebel environment in our own machines, it is very important to sync up with the existing server environment. There are multiple people working on one project or on one Siebel server instance. Each one configures his portion of the project and then checks-in onto the server. So when a person joins a project and before s/he starts to work, we have to adapt to the environment. This process is explained under “Generate Database”, “DB Extract” and “Get Process”. These are normally a one time process but could be done multiple times if desired. Also note that this process is done on Development Environment.

After we adapt to the environment and before we start to make any changes, we “Check Out” projects to avoid multiple developers working on the same project.

After Check-Out we do the actual configuration. Configuration can be anything small like adding a pick list or big like adding a new screen with complex functionality in it. More information on actual development is explained under Configuration section.

After necessary changes are made, we compile the object definitions into the SRF file and test. If need go back and make changes compile again to test. This process is repeated until the desired result is achieved.

After the changes have been tested and the result is positive we check-in this onto Siebel server. This will now have object definitions both locally and in Siebel server. So now your changes have to be made available for the end users. For this we compile the server object definitions and deploy the SRF.

All the above process is explained in detail in the following tutorials.

Siebel Overview

Hopefully the previous topics have given you a little idea about what is Seibel CRM and how it can help a company to be effective.

We also learnt how to install Siebel and what the different entities are that Siebel application talks. Below is the summary. Pictorial representation of Siebel functions.

• Configuration File: It is normal text file with a file extension of cfg. It contains all the parameters that Siebel uses during startup. It is a place holder for parameters.
• Siebel Client: This is the User Interface of Siebel to which the employee or the customer access. There are different types of clients
• Siebel Tools: It is an Interface or development environment used to configure Siebel Application. This is used by Seibel Developers.
• Siebel Repository: This is a subset of tables in the Siebel Database which stores all the object definition or configuration details including scripts.
• Siebel SRF: Also called as Siebel Repository File (SRF) is a file with extension srf and is the compiled version of Siebel Repository. In short it is a compiled file.

Below is the visual representation of how different components connect.

Next we will see how to get started on developing Siebel application.

Siebel SRF

Siebel SRF file also known as Siebel Repository File (SRF) is a compressed, read only file that contains compiled version of Siebel repository. So all the object definitions and scripts that are defined in Siebel Tools are compiled into one single file which is will be used by Siebel Application at runtime.

This SRF file is normally found under “[install directory]\Siebel\7.7\web client\OBJECTS\ENU” with the file extension srf.

It is very important that the active Siebel Repository should always be in sync with the SRF otherwise you could see weird problems. So we will have to recompile every time an object definitions is changed in Tools.

To compile, in Siebel Tools go to Tools => Compile. Here you will have the option of selecting individual projects, multiple projects or you could do a full compile by selecting all projects.

There is also an option to choose the SRF you want to compile to by browsing for the SRF as shown the screenshot below.

So select the projects and the SRF file then hit compile.

Siebel Repository

Siebel Repository refers to a subset of tables in which Siebel objects definitions and scripts are stored. These tables are Siebel database tables and contain all the configuration information that is shown in Siebel Tools. So Siebel Tools helps as a user interface to look at the object definitions stored in the database. All the object definitions are modified or added using Tools.

Note that, all the initial Siebel repository definitions that you would see in Tools get populated during the installation.

Just to illustrate that these object definitions are stored in the database, we can run a simple query on the Siebel database. (You can run this on Local DB also. See how to connect to Local Database)

Example:
select * from siebel.S_BUSCOMP; — This lists all the business components that are defined in Tools.

select * from siebel.S_APPLET; — This lists all the applets that are defined in Tools.

Select * from siebel.S_PROJECT; –Lists all the Projects defined in Tools.

Note that, all the initial Siebel repository definitions that you would see in Tools get populated during the installation.

Multiple repositories can exists in Siebel but only one can be active at a time. In Siebel Tools if you select the object type “Repository” on the object explorer, you could see multiple repositories listed but only one of them will be active.

Tip: If you are not able to see the object type “Repository” in Siebel Tools, then go to View => Options => Object explorer and select the object type “Repository” to show up in Siebel Tools explorer.

Importing and exporting of repositories is done using the Database Configuration Utility. Multiple repositories are created using this Database Configuration Utility while either backing up or importing from other environments. Example: Moving all the repository definitions from Development environment to Testing Environment.

Now that we know where these object definitions are stored, we will next learn where these object definitions are compiled and how it gets used by Siebel Application.

Siebel Tools

Siebel Tools is an integrated environment for configuring the Siebel Application used by Siebel developer. It is a powerful application development environment used to configure to meet the business requirements.

Siebel Tools is not a programming environment like Visual Studio. Rather it is an interface primarily used to create or modify object definitions.

Below is the snapshot of Siebel Tools.

The left pane is called the Object Explorer. This displays all the object types like Business Components, Applets, Screens and Workflows. In other words it is the grouping of object definitions. This Object Explorer consists of hierarchical tree structure user interface displaying child object types.

The Right pane is called the object list editor window. This lists all the object definitions like Tables, Business Components and Applets. On navigating on the hierarchy it would also lists the child object type definitions.

Next we will see where these object definations are stored.

Siebel Client

Siebel Client is the User Interface of Siebel for users. In other words it is the Siebel software users use to access Siebel Database.

There are three types of Siebel Clients

• Mobile Client
• Dedicated or Thick Client
• Web or Thin Client

Mobile Client:
They have Siebel Client Software installed locally, Have their own database, Have their own File System and directly access and modify their own database. This mobile client periodically connects to their designated Siebel servers for updating the server database. It meets the need of Field professionals who do not need to have continuous access to the Siebel Network
Example: any HandHeld device in which siebel is installed.

Dedicated or Thick Client:
They have their Siebel Client Software installed locally but however they are always connected to the Siebel Server. They do not have their own database or Siebel File System. All changes that are done locally are immediately reflected on the server.
Example: Siebel Developers Machine

Web or Thin Client:
Siebel Web Client does not need Siebel Client Software installed nor it has its own database. Web client users access Siebel via the web browser like Internet Explorer. Web clients are given a specific URL to access Siebel. All transactions are committed immediately. Web clients are served with the help of Siebel Web Servers.
Example: Typical end user having access to the URL with login and password accessing through Internet Explorer

Siebel Configuration

Configuration file contains parameters that are used by Siebel Applications during startup. It is a place holder for parameters. It is a normal text file having a file extension of cfg. Different verticals have its own config file, for example eauto.cfg is used by Siebel Automotive, uagent.cfg is used by Siebel Call center application and siebel.cfg is used by Siebel Sales. These config files are created during installation under “[install directory]\Siebel\7.7\web client\BIN\ENU” assuming you have installed Siebel 7.7 version. For a sample Siebel config file click here. Open it using your normal text editor like notepad or textpad.

Similarly we have tools.cfg file which is used by Siebel Tools. Siebel Tools is used to configure Siebel Application. More about Siebel Tools will be covered later. You will normally find this config file under “[install directory]\Siebel\7.7\Tools\BIN\ENU”. For a sample tools config file .

If you observe the config file esales.cfg, there are several parameters defined that are used by the Siebel Application. There are two most important sections in this file. The first one is [DataSources] in line 92. This lists the possible sources where Siebel could connect to. Like the Local, Server, Sample and Gateway. The definition for each of these is defined in separate sections. Line 98 defines parameters for connecting to Local. Similarly parameters are defined for connecting to Sample and Server Data Src under line 115 and 130 respectively.

The second important section is the [Siebel] section on line 25 where you define some common parameters that are used by any of the data sources. It is a part of object manager parameters for the server components. It defines the parameters like the srf file to use, application name, ODBC connections, Language, directories etc.

Similar explanation applies to tools.cfg file.

Installing Siebel

Installing Siebel on your Local machine is not complicated. Normally there as Siebel Administrators who do assist in having this setup. To complete the installation and getting started you will need client and tools config files provided either by your Siebel Administrators or your coworker. Also you will need ODBC DSN Name entry details from them for connecting it to the server. Before you attempt to install client make sure you have Windows 2000/2003/XP with minimum 1GB of RAM.

We will here cover installing Client software for developers. Follow these basics steps and you should be able to start working on Siebel.

1. Go to http://edelivery.oracle.com/
2. Login with your support-web username and password. (Provided by your manager)
3. You will be given a choice of which software you want to download along with the OS. There will be multiple files depending upon what version you would like to download.
4. Download all the related files in on single directory.
5. Extract all these files into another directory. Extract all of them in one single directory. This is called the Image Directory.
6. Under the Image Directory go into Windows and then Client directory
7. You will see Siebel Tools and Siebel Web client. As for a developer we need both Tools and Client. More information on these is provided in further sections.
8. First we will install Client. Click setup under Siebel Web Client directory.
9. Go through the steps appropriately. Accept default parameters or skip any parameters that it would ask or enter some dummy parameters if required. All the parameters that you enter here is stored in config file which will be replaced by the config file you have received.
10. With this you will be able to connect to the sample database. Next few steps will guide in connecting to Local and Server database. More information about Sample, Local and Server database will be covered under Siebel Tools and Client section.
11. Copy the client config file that you got previously from your Siebel Admin into the $installation_dir\web client\BIN\ENU from step 9. For example like C:\Program Files\Siebel\7.7\web client\BIN\ENU
12. Enter the ODBC setting provided by Siebel Admin under Windows Control Panel -> Admin Tools -> Data Sources -> System DSN. When you add make sure you select Siebel Oracle Driver.
13. With this you should be able to connect to the Server Database.
14. Request for Database Extract for your account to the Siebel Administrator. Details provided under . When this is done go to the next step.
15. Then login into local environment and it would ask if you would like to connect for extract the local database. Once done you will see a database file “sse_data.dbf”either under $install_dir\Tools\Local or $install_dir\WebClient\Local depending on how it is setup in config file. Make sure your tools and client config files are pointing to this one single dbf file for connecting to local DB. All this help will connect to the local database for both Client and Tools.
16. Similarly to install tools, under the Image directory go to Windows Client and then Tools and click setup.
17. 17. Go through the steps appropriately like previously. Accept default parameters or skip any parameters that it would ask or enter some dummy parameters if required.
18. Copy the tools config file provided by the Siebel Administrator under $install_dir\Tools\BIN\ENU. For Example C:\Program Files\Siebel\7.7\Tools\BIN\ENU
19. If you have already extracted the local database make sure that in tools.cfg file local db is pointing to that extracted database as explained in step 15.

This should complete installation. In our next section we will cover the details about config file.

Siebel Basics

Siebel is the most popular CRM software available in the market. It was first started by Siebel Systems Inc, and later taken over by Oracle Corporation on 2006. So Siebel products are now Oracle CRM product.

Siebel Systems, Inc. was founded in 1993 by Thomas M. Siebel and Patricia House. The company grew very quickly and their revenue in 1996 was $39 million. It went public on 1996 and on 2000 their revenue surpassed $1 billion mark. On 2006 Oracle acquired Siebel Systems for $5.8 billion.

The major releases of Siebel include

• Siebel 98
• Siebel 99
• Siebel 6 (also known as Siebel 2000)
• Siebel 7 (Released in 2001)
• Siebel 8 (Released on 2007)- Current Version

There are still many companies working on Siebel 6 but most companies now are currently working in Siebel 7.x version.

There was a major change in architecture from Siebel 6 to Siebel 7. While Siebel 6 has mainly Client-Server model, Siebel 7 introduced Web based architecture which revolutionized the whole product having more advanced features.

Siebel provides industry specific versions of their CRM software called the Verticals like

• Siebel Automotive (used by auto companies)
• Siebel Energy (used by energy companies)
• Siebel Consumer Goods (used by consumer goods companies like Procter and Gamble)
• Siebel Financials (used by finace companies like Chase)
• Siebel Pharma (used by pharmaceuticals companies)

Many people might argue that it is too expensive to implement CRM applications and would instead like to develop their own home grown custom software application to help Sales. But there are many other reasons to believe as to why applications like Siebel CRM available outside market would be much more beneficial in the long. Home grown applications could become very complicated and would take a hell lot of time to implement it and they are often not implemented at its best level. Also supporting and upgrading home grown application will be a pain as employees leave and the knowledge base will be gone. Home grown applications will often prove expensive. But if an application like Siebel CRM is implemented, even a complicated implementation wouldn’t take long and the Return of investment (ROI) is really great.

Siebel has been implemented by most major companies like Chase Manhattan Bank, Yahoo, Procter and Gamble, Lucent Technologies, Home Depot etc…..

What is CRM ?

Any successful company consists of Employees, Business Processes, Technology and Customers. Customer loyalty and satisfaction is the number one priority for any company. So managing the customer information is very crucial for a company. Also the processing of customer requests like orders, service request, payments are very important. All these factors including many others make up a concept called CRM or Customer Relationship Management.

CRM is a business wide strategy designed to reduce costs and increase profitability without compromising the customer satisfaction and loyalty. It also improves the call center efficiency where customer data is accessed real-time. It is also used to automate processes by being a less burden on employees. It also integrates data with other systems so that all needed information is available at one central place saving time and operating costs. It helps the management to make right decisions like where to invest money and tap the right opportunity to keep up with the market trends by looking at the sales, marketing and customer information at one central place. So the overall objective of CRM is reduce costs, improve operating efficiency and customer satisfaction.

There are many CRM softwares available in the market. They come in different forms. Some are low cost softwares which are very simple to implement and have very limited functionalities while some softwares available have very complex functionalities and could cost millions to implement it. The company management needs to determine which CRM software best suits their business needs in terms of its operational efficiency and budget. Among all of those available softwares in the market, the most popular ones is Siebel CRM.