Siebel_CaseStudy

HCLT Employee Helpdesk Application

Case Study: SIEBEL 7.7

Application: SIEBEL Call Center

HCLT Employee Helpdesk Application

HCLT Employee Helpdesk Application

Overview of the Organization Structure

HCLT America(Div)

HCLT India (Div)

HCLT Global (Org)

GM DGM ACSPM PM PL C PLPMSPMDGMGM ACC

GM – General Manager

DGM – Deputy General Manager

SPM – Senior Project Manager

PM – Project Manager

PL – Project Leader

C – Consultant

AC – Associate Consultant

HCLT Employee Helpdesk Application

How is the above Organizational Structure Constructed in Siebel???

• Using Access Control Mechanisms...I have defined HCLT Global under Default Organization and has given the divisions as HCLT India and HCLT America by giving HCLT Global as parent Organization for both.

• Under each Division, created all the positions by categorizing them.

HCLT Employee Helpdesk Application

Any Employee who logs into this Helpdesk Application will be seeing four screens Account, Contact, Service Request and Orders.

There is only one User named SIEBEL at present who logs into this application. As soon as he logs in he sees the below screen.

HCLT Employee Helpdesk Application

Each of the above screens has defined set of views to perform required tasks.

Account screen has 3 views:- Activities, Contact and Service Requests as shown below:

HCLT Employee Helpdesk Application

Contact Screen has 4 views:- Account, Activities, Service Requests, Orders which are shown below.

HCLT Employee Helpdesk Application

Service Request screen has 2 views :- Activities, Orders as shown below.

HCLT Employee Helpdesk Application

Orders screen has only one view shown below :- More info.

HCLT Employee Helpdesk Application

In Service Request screen, following are the views implemented for Access Control.

HCLT Employee Helpdesk Application

1.2) Account Management.

• There are certain modifications done for the existing Account Entry Applet based on our Application requirements.

• A New Field Account Code is added and this field allows only numbers restricted to 5 digits.If you enter characters, it will throw the below msg.

Used DTYPE_NUMBER and “TextStringOverride

” User property.

HCLT Employee Helpdesk Application

(1.2.2) A Pick list field “Account Service Type” is added with the following List of Values:- “Gold”, “Platinum” and “Silver”.

Created a Pick List with LOV values.

HCLT Employee Helpdesk Application

(1.2.4) When the “Status” field is selected as Inactive, the entire record should become readonly.

HCLT Employee Helpdesk Application

(1.2.5) A new Field “Division Name” is added in the Applet which will display the active division of the created user.

HCLT Employee Helpdesk Application

(1.2.6) A new view “Distinguished Accounts” is created which will list only Accounts of “Account Service Type” = “Gold”.

HCLT Employee Helpdesk Application

(1.2.7) Two New Fields “Business Unit” and “Market” are added which are hierarchical in nature as shown below (Output is shown in next slide).

BU1 BU1 Market1 BU1 Market2

BU2 BU2 Market1 BU2 Market2

Achieved by creating 2 separate pick lists with the same LOV type. In the LOV explorer, one LOV type is created with all the 6 List Of values and 4 in child are assigned parent LIC’s respectively.

Set the Constrain property TRUE in the parent (Business Unit) defined in SVF Pick Map of Child (Market).

Search Specification for Parent is given as [Parent Id] is NULL.

HCLT Employee Helpdesk Application

HCLT Employee Helpdesk Application

HCLT Employee Helpdesk Application

(1.3.1) Drilling down on “Last Name” in Contact List Screen will go to “Contact – Service Requests View” – Applied Static Drilldown to perform the task.

HCLT Employee Helpdesk Application

(1.3.2) When “Pref Communication Method” Field is set with Value of “Email”, “Email Address” Field is mandatory, else it will not allow the user to save and will popup the message shown in the next slide.

This is achieved by using the “Required” User Property at Field level.

A New Field “Contact Description” is added which is used to describe any contact with a maximum of 500 characters.

This is achieved by using the “Text String Override” User Property at Field Level.

HCLT Employee Helpdesk Application

HCLT Employee Helpdesk Application

(1.3.4)

HCLT Employee Helpdesk Application

(1.4.1) “ Contact Work Phone” Field is made available in “Service Request” Screen and which will display the assigned Contact’s Work Phone number..Used Join Concept.

HCLT Employee Helpdesk Application

(1.4.2) A new Field “Number Of Activities” is added in the applet which will display the actual number of activities associated to ServiceRequest.

HCLT Employee Helpdesk Application

(1.4.4 and 1.4.5) Date Closed Field will be non editable and will display only Date. Date closed will display the date only when Status = “Closed”

HCLT Employee Helpdesk Application

The above task is achieved by the following steps.

There is existing field “closed date” already in the Service Request BC which is non editable and will display the “current date and Time” when Status is “Closed”.

So for our requirement all we need to change is …. The Field should display only Date and not the time. Rest of the 2 requirements non editable and Status = Closed criteria is full filled.

In order for the field to display only “Date”-> Go to Field and modify the “Type Value” from “DTYPE_UTCDATETIME” to “DTYPE_DATE”.

Another modification done was in the control -> Changed “Display Format” from “Date Time” to “Date”.

HCLT Employee Helpdesk Application