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1、Module 1:Common Siebel eBusiness Functions and TermsSection 1:Foundations 1Module ObjectivesuAfter completing this module you will be able to identify common functions and terminology used in Siebel Call CenteruWhy you need to knowYou will use these functions and terms throughout this course2Data is
2、 Retrieved,Organized,and PresenteduEvery Siebel eBusiness applicationRetrieves business data from nEnterprise databasenOther data sourcesOrganizes that data based on a business model nBusiness model is a collection of business entitiesPresents that business model via the user interface(UI)3Common eB
3、usiness EntitiesuSome of the many entities in Siebel eBusinessOpportunities,Service Requests,Accounts,Contacts,and Activities uEach of these entities have a specific meaning in Siebel eBusiness applicationsuYou will be exposed to these business entities while using Siebel Call Center4AccountuIs a co
4、mpany or business external to your organization deploying a Siebel applicationCan representnA current or potential client nA business partnernA competitor organizationHas an account team,defining who is permitted to view and change the dataYour Company Inc.staff assigned to eBooks Inc.account team Y
5、our Company Inc.deploys Siebel and conducts business with eBooks Inc.eBooks Inc.5OpportunityuIs a potential revenue-generating eventHas the following characteristics nMay be associated to an accountnPotential revenuenProbability of completionnClose datenSales methodologyHas a sales team,defining who
6、 is permitted to view and change the data We have a 90%chance of closing the laptop deal with eBooks Inc.by the end of this month.Potential revenue is$50,000.6Service RequestuIs a request from a customer for information or assistance with a problem related to products or services purchased from your
7、 companyHas the following characteristicsnSeveritynPriority nStatus Is owned by ONE employee(does not have a team)Hello!I have a question regarding my product order.How may I help you?Your Company,Inc.eBooks,Inc.7ContactuIs an individual external to your company who is associated with the business p
8、rocessHas the following characteristicsnName nE-mail addressnJob titleHas an access list,defining who is permitted to view and change the data Your Company,Inc.Business PartnerCustomerBusiness Partner8ActivityuIs a specific task or event to be completedHas the following characteristicsnAssigned to a
9、 specific employee for completionnStart date and due dateCan be associated with an account,opportunity,service request,and/or contactTo Do:1.Schedule team meeting2.Send literature to eBooks,Inc.3.Work on proposal 9Organization uIs a group of users inside or outside of your companyInside:Sales,Market
10、ing,Customer ServiceOutside:Channel Partners,Customers,Prospects 10Common eBusiness FunctionsuCertain business functions are standard among Siebel eBusiness applicationsuYou will be exposed to these functions while using Siebel Call Center Account ManagementActivity ManagementContact ManagementOpportunity ManagementService Request Management11SummaryuThis module explained common Siebel eBusiness functions and terms;you will practice using these in the Siebel Call Center application12