Siebel CRM On Demand

Siebel CRM On Demand
Administration Essentials
Volume I Student Guide
D44896GC21
Edition 2.1
January 2008
D54033

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Copyright 2008, Oracle. All rights reserved.
Disclaimer
This document contains proprietary information and is protected by copyright and
other intellectual property laws. You may copy and print this document solely for your
own use in an Oracle training course. The document may not be modified or altered in
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The information contained in this document is subject to change without notice. If you
find any problems in the document, please report them in writing to: Oracle University,
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Authors
Cheryl Dajczak
Ruth Kale-Fok
Anne Romano
Technical Contributors
and Reviewers
Fred Hebert
Gary King
Mike Lairson
Binh Le
Editor
Daniel Milne
Publishers
Joseph Fernandez
Michael Sebastian Almeida

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Contents

I Course Introduction
Lesson Agenda I-2
Live Web Class I-3
Chat I-4
Survey or Poll Questions I-6
Instructor and Class Participants I-7
Public Chat I-8
Logistics I-9
Course Audience I-10
Course Prerequisites I-11
Course Goal I-12
Course Methodology I-13
Course Materials I-14
Course Agenda I-15
Summary I-19
eAttendance I-20

1 Introduction to the Company Administrator Role
Lesson Objectives 1-2
Siebel CRM On Demand Implementations 1-3
Administrator Responsibilities 1-4
Activate Global Company Settings 1-5
Set Up and Maintain Users 1-6
Customize the Application 1-7
Create Automatic Assignment Rules 1-8
Import Data 1-9
Ongoing Tasks and Maintenance 1-10
Administrator Resources 1-11
Administrator Homepage 1-12
Demonstration 1-13
Tips for Success 1-14
Summary 1-15
Lab 1-16

2 Company Administration
Company Administration Tasks 2-3
Verify and Update Profile 2-4

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Company Profile 2-5
Demonstration 2-6
Verify Key Information 2-7
Verify the Primary Contact 2-8
Verify the Default Settings 2-9
Default Settings: Language 2-10
Default Settings: Locale 2-11
Default Settings: Currency 2-12
Default Settings: Time Zone 2-13
Default Settings: Global Search Method 2-14
Default Settings: Fiscal Year Begins 2-15
Default Settings: Product Probability 2-16
Default Settings: Inline Edit Enabled 2-17
Default Settings: Message Center Enabled 2-18
Default Settings: Max # of Auditable Fields 2-19
Individual User Default Settings 2-20
Set Password Controls 2-21
Define Company Password Policies 2-22
Set Password Controls and Authentication Settings 2-23
Demonstration 2-25
Set IP Address Restrictions 2-26
Survey 2-27
Activate Company Languages 2-28
Activate Languages to Support Employees 2-29
Company Languages Control 2-30
User Default Language 2-31
Activate Currencies to Support Employees 2-32
Set Up Currencies 2-33
Activating Currencies 2-34
Defining Exchange Rates 2-36
Exchange Rate Rules 2-37
Demonstration 2-38
Communicate and Monitor 2-39
Communicate with Alerts 2-40
Demonstration 2-41
Create a Company Alert 2-42
Add Attachments to an Alert 2-43
Monitor User Sign-In Activity 2-44
Monitor User Resource Usage 2-45
Summary 2-47
Lab 2-48

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3 Visibility and Access Control
Record Type Access 3-3
Access Levels 3-4
Visibility 3-7
Visibility and Access Control Options 3-8
Public Chat 3-9
Role Control Mechanisms 3-11
User Role Assignment 3-16
Demonstration 3-17
Role Assignment 3-18
Role Assignment: Determine Needs 3-19
Examine Job Functions and Tasks 3-20
Determine Access 3-21
Document Requirements 3-22
Role Assignment: Plan Record Access 3-23
Record Type Access 3-24
Access Profiles 3-25
Associating Access Profiles to Roles 3-26
Public Chat 3-27
Owner Access 3-28
Default Access 3-29
Role Assignment: Plan Privileges 3-30
Privileges 3-31
Role Assignment: Plan Tab Access 3-32
Plan Tab Access 3-33
Evaluation #1 3-34
Evaluation #2 3-35
Evaluation #3 3-36
User Setup 3-37
Summary 3-39
Lab 3-40

4 Manager Visibility
Manager Visibility 4-4
What Does Manager Visibility Do? 4-5
How Is Manager Visibility Enabled? 4-6

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Sales Team Reports to Joan Williams 4-7
Service Team Reports to Cheryl Smith 4-8
Cheryl Smith Reports to Michael Wright 4-9
Management Reports to Ethan Phillips 4-10
Role Assignment and Manager Visibility 4-11
Manager Visibility Controls Access 4-13
Team-Focused Visibility 4-14
Regional Manager Role 4-15
Demonstration 4-16
Evaluation 4-17
Summary 4-19

5 Team Sharing and Group Assignment
Team-Record Sharing 5-4
Account, Contact, and Opportunity Teams 5-5
Demonstration 5-6
Group Assignment 5-7
What Does Group Assignment Do? 5-8
How Is Group Assignment Enabled? 5-9
Delegated Users 5-10
Other Access Control: Delegated Users 5-11
Summary 5-13

6 Role Setup
User and Role Setup Tasks 6-3
Role Setup: Edit or Create Access Profiles 6-4
Access Profiles 6-5
Access Profile Step 1 6-6
Access Profile Step 2 6-7
Related Information Access Levels 6-8
Demonstration 6-11
Role Setup: Edit or Create Roles 6-12
Make the Roles Fit Your Users Needs 6-13
Assign a Role to a User 6-14
Editing, Copying, and Creating Roles 6-15
Demonstration 6-16
Role Management Wizard Step 1 6-17

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Discussion 6-25
Summary 6-27
Lab 6-28

7 User Setup
User and Role Setup Tasks 7-3
User Setup: Create User Profiles 7-4
Check User Licenses 7-5
Enter User Details 7-6
Poll 7-7
Enter User Details: New User Button 7-8
Enter User Details: Quick Add Button 7-9
Demonstration 7-10
Enter User Details: User Import 7-11
User Setup: Maintain Users 7-12
Sales Quotas 7-13
To Set Up a Quota 7-14
Demonstration 7-15
Update User Details 7-16
Summary 7-18
Lab 7-19

8 Book of Business
Books of Business 8-4
What Is Book of Business? 8-5
Book of Business Example: Territories and Products 8-6
Book of Business Example: Territories and Products 8-7
Book of Business with Other Access Features 8-8
Book of Business Setup 8-9

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Book of Business Hierarchy 8-11
Plan the Book of Business Hierarchy 8-12
Create a Book of Business Hierarchy 8-13
Demonstration 8-14
Updating Access Profiles 8-16
Associating Users with Books 8-17
User Delegation 8-18
Demonstration 8-19
Look In Selector 8-21
Displaying the Look In Selector 8-22
Using the Look In Selector 8-23
Demonstration 8-24
Associating Records with Books 8-26
Batch Assign a List of Records 8-27
Use Workflow to Assign Records 8-29
Demonstration 8-30
Summary 8-32
Lab 8-33

9 Customizing Fields
Poll 9-3
Customizations 9-4
Customize Siebel CRM On Demand 9-5
Prepare for Customizing CRM On Demand 9-6
Custom Field Setup Template 9-7
Document Required Customizations 9-8
Demonstration 9-9
Public Chat 9-10
Customize Fields 9-11
Field Administration 9-12
Rename Existing Fields 9-13
Indexed Fields 9-14
Add New Custom Fields 9-15
Field Types 9-16
Adding Custom Picklist Values 9-17
Modifying Picklist Values 9-18

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Linking Picklists 9-19
Add Custom Multi-Select Picklists 9-20
Public Chat 9-21
Web Link Fields 9-22
Configuring Web Links 9-23
Characteristics of Custom Fields 9-24
Demonstration 9-25
Customize Field Defaults 9-26
Set Default Value 9-27
Default Value Expressions 9-28
Expression Builder 9-29
Post Default and Validation 9-30
Demonstration 9-31
Other Changes 9-32
Changing Record Type Names and Icons 9-33
Demonstration 9-34
Customizing Lead Conversion 9-35
Lead Conversion Mapping 9-36
Demonstration 9-37
Summary 9-39
Lab 9-40

10 Customizing Page Layouts
Poll 10-3
Customize Siebel CRM On Demand 10-4
Prepare for Customizing CRM On Demand 10-5
Document Required Customizations 10-6
Custom Page Layout Template 10-7
Homepage Layout Template 10-8
Search Layout Template 10-9
Example: Customizing the Page Layout 10-10
Demonstration 10-11
Public Chat 10-12
Customize Fields 10-13
Administering Page Layouts 10-14
Page Layout Wizard 10-15
Demonstration 10-16
Step 1: Specify the Layout Name and Role 10-17
Step 2: Specify Field Attributes 10-18

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Step 3: Specify Field Placement on the Page 10-19
Specifying Field Placement 10-20
Step 4: Set Display Order for Linked Records 10-21
Renaming Page Sections 10-22
Dynamic Page Layouts 10-23
Creating Dynamic Layouts 10-25
Demonstration 10-26
Creating Dynamic Layouts: Step 1 10-27
Creating Dynamic Layouts: Step 2 10-28
Customize Page Layouts 10-29
Activating Layouts for a Role 10-30
Demonstration 10-31
Other Changes 10-32
Creating Search Layouts 10-33
Demonstration 10-34
Creating Search Layouts: Step 1 10-35
Activate Search Layouts for Roles 10-38
Creating Homepage Layouts 10-39
Demonstration 10-40
Creating Homepage Layouts: Step 1 10-41
Creating Homepage Layouts: Step 2 10-42
Activate Homepage Layouts for Roles 10-43
List Access and Order 10-44
Customize Audit Trails 10-45
Summary 10-49
Lab 10-50

11 Extending the Application
Poll 11-3
Customizations 11-4
Extend Siebel CRM On Demand 11-5
Web Applets 11-6
Custom Web Applets 11-7
Configuring Web Applets: Record Type Web Applets 11-8
Configuring Web Applets: Global Web Applets 11-9
Demonstration 11-10
Public Chat 11-11

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Web Tabs 11-12
Custom Web Tabs 11-13
Configuring Web Tabs 11-14
Demonstration 11-15
Custom Objects 11-16
Custom Objects (Record Types) 11-17
Setting Up Custom Objects 11-18
Custom Object Fields 11-20
Specialized Custom Object Fields 11-21
Demonstration 11-22
Summary 11-24
Lab 11-25

12 Product Administration
Products 12-3
Assets 12-4
Poll 12-5
Managing Content 12-6
Set Up Product Categories 12-7
Organize Product Categories 12-8
Create Product Categories 12-9
Product Hierarchies 12-10
Product Categories 12-11
Create Product Lists 12-12
Compile Company Product Information 12-13
Create a Product List 12-14
Considerations for Products 12-15
Demonstration 12-16
Customize Product Pages 12-17
Product Attributes 12-18
Customizing Product-Related Pages 12-19
Administering Products and Assets 12-20
Demonstration 12-21
Customizing Product Administration Fields 12-22
Customizing Product and Asset Pages 12-23
Customizing Product and Asset Layouts 12-24
Summary 12-26
Lab 12-27

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13 Forecast Administration
Forecast Administration 13-3
Prepare 13-5
Forecast Types 13-6
Opportunity Revenue Forecasting 13-7
Product Revenue Forecasting 13-8
Recurring Revenue 13-9
Significance of Start/Close Date 13-10
How to Decide 13-11
Poll 13-12
Product Revenue Forecasting: Page Layout 13-13
Opportunity Revenue Forecasting: Page Layout 13-14
Verify User Roles and Reporting Structure 13-15
Set Up Forecast 13-17
Forecast Schedule 13-18
Forecast Administration 13-19
Set Up Forecast 13-20
Demonstration 13-21
Forecast Definition Wizard 13-22
Forecast Participants 13-25
Update and Maintain Forecast 13-26
Updating and Maintaining Forecasts 13-27
Changing Forecast Settings 13-28
Refreshing Forecast Participant List 13-29
Administering Submitted Forecasts 13-30
Public Chat 13-31
Summary 13-33
Lab 13-34

14 Creating Assignment Rules
Business Process Automation 14-3
Assignment Rule Process 14-4
Assignment Rules Administration 14-5
Prepare 14-6
Public Chat 14-7
Compiling Assignment Rules 14-8
Rule Groups and Rules 14-9
Rule Criteria 14-10

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How Rules Are Evaluated 14-11
Documenting Rule Criteria: Rule Name 14-12
Documenting Rule Criteria: Field 14-13
Documenting Rule Criteria: Value 14-14
Documenting Rule Criteria: Condition 14-15
Rule Criteria Guidelines 14-16
Rule Criteria: Condition 14-17
Multiple Rule Criteria 14-18
Record Assignment Template 14-19
Demonstration 14-20
Set Up Rule Groups 14-21
Assignment Rules Administration 14-22
Assignment Rule Groups 14-23
Create Rules and Criteria 14-24
Demonstration 14-25
Creating Rules Within Rule Groups 14-26
Name the Assignment Rule 14-27
Add Rule Criteria 14-28
Identify Account Teams and Territories 14-29
Territory Management 14-30
Territories and Account Teams 14-31
Territory Details 14-32
Assign Territories 14-33
Demonstration 14-34
Evaluation 14-35
Automatically Create an Account or Opportunity Team 14-36
Account Rule Options 14-37
Evaluation 14-38
Test and Activate Rules 14-39
Rule Group Activation 14-40
Test Assignment Rules 14-41
Summary 14-43
Lab 14-44

15 Customizing the Sales Methodology
Sales Methodology 15-3
Sales Pipeline 15-4
Default Pipeline Sales Stages 15-5
Probability Percentage 15-6

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Estimating Probabilities 15-7
Expected Revenue Calculation 15-8
Public Chat 15-9
Pipeline Analyses 15-10
Forecasts 15-11
Sales Methodology Administration 15-12
Define the Sales Methodology 15-13
Defining Your Sales Methodology 15-14
Create Sales Categories 15-15
Modifying Sales Processes 15-16
Demonstration 15-17
Modifying Sales Stages 15-18
Add New Sales Stages 15-19
Linking Processes to Opportunity Types 15-20
Linking Processes to Sales Roles 15-21
Define Additional Fields 15-22
Additional Required Fields 15-23
Example: Sales Stage Required Fields 15-24
Create Sales Process Coach Steps 15-25
Sales Rep: Sales Process Coach 15-26
Administration: Process Coach Steps 15-27
Demonstration 15-28
Create Automated Tasks 15-29
Sales Rep: Automated Tasks 15-30
Administration: Automated Tasks 15-31
Add Useful Related Resources 15-32
Adding Useful Resources 15-33
Create Assessments Scripts 15-34
Summary 15-36
Labs 15-37

16 Workflow
Workflow 16-3
What Is Workflow? 16-5
Workflow Parts 16-6
Workflow Actions 16-7
Siebel Query Language 16-8
Public Chat 16-9
Workflow 16-10

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Create Workflow Rule 16-11
Supported Record Types 16-12
Triggering Workflow Events 16-13
Workflow Condition 16-14
Demonstration 16-15
Workflow 16-16
Create Workflow Actions 16-17
Create Email Notification Action 16-18
New Task Action 16-19
Assign Book Action 16-20
Update Values Action 16-21
Reordering Actions 16-22
Demonstration 16-23
Workflow 16-24
Testing the Workflow 16-25
Demonstration 16-26
Summary 16-28
Lab 16-29

17 Introduction to Reports and Analyses
Creating a New Analysis 17-3
Public Chat 17-5
Business Challenge 17-6
Business Solution 17-7
Homepage Analyses 17-8
Prebuilt Analysis Library 17-9
Dashboards 17-10
Demonstration 17-11
Siebel CRM On Demand Answers 17-12
Report Access and Visibility to Records 17-14
Set Report Privileges 17-15
Hiding Prebuilt Reports 17-17
Demonstration 17-18
Saving Prebuilt Reports in Folders 17-19
Creating Report Folders in Answers 17-22
Create New Folders 17-23
Restrict Access to Folders 17-24
Demonstration 17-25

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Access the Saved Analysis 17-26
Visibility to Records in Reports and Analyses 17-28
Demonstration 17-33
Homepage Analyses 17-35
Locate the Report Path 17-36
Report Properties and Location 17-37
Add Homepage Analysis to Layout 17-38
Demonstration 17-39
Summary 17-41
Lab 17-42

18 Integration Solutions Overview
Need for Application Integration 18-3
User Requirements 18-4
Public Chat 18-5
On Demand Integration Solutions 18-6
Siebel PIM Sync On Demand 18-7
Siebel PIM Sync Example (Outlook) 18-8
Siebel PIM Sync On Demand 18-9
Account Associations for Contacts 18-10
Demonstration 18-11
PIM Sync Installation Considerations 18-12
Siebel Email Integration On Demand 18-13
Demonstration 18-14
Email Integration: Attach Email 18-15
Attaching Email to Records 18-16
OEI Installation Considerations 18-17
Siebel Offline On Demand 18-18
Records That You Can Use Offline (Download/Upload) 18-19
Demonstration 18-20
Offline Installation Considerations 18-21
Evaluation #1 18-22
Evaluation #2 18-23
Evaluation #3 18-24
Siebel Web Services On Demand 18-25
Siebel Web Services Architecture 18-26
Siebel Web Services Benefits 18-27

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Siebel Web Services Examples 18-28
Siebel Web Services Considerations 18-30
Demonstration 18-31
Public Chat 18-32
Summary 18-33

19 Ongoing Administration
Public Chat 19-3
Ongoing Tasks and Maintenance 19-4
Tasks That Might Impact Other Areas 19-5
Creating New User Profiles 19-6
Updating User Details 19-7
Inactivated Users 19-9
Public Chat 19-10
Reassigning Group-Owned Records 19-11
Creating or Updating Roles 19-12
Updating Forecasts 19-13
Activating New Features 19-15
Managing Records 19-16
Deleting Batches of Records 19-17
Batch Delete Queue 19-18
Exporting Lists 19-19
Mass Updating Records 19-20
Merging Records 19-21
Demonstration 19-23
Managing Attachments 19-24
Exporting Records 19-26
Accessing Exported Records 19-27
Demonstration 19-28
Summary 19-30

20 Wrap-Up
Administrator Resources 20-2
Training and Support Center 20-3
Course Overview 20-4
Thank You 20-5

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Siebel CRM On Demand
Administration Essentials

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Course Introduction

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Siebel CRM On Demand Administration Essentials I - 2
Lesson Agenda
This lesson provides an introduction to the:
Instructor and class participants
Live Web Class
Course:
Audience
Prerequisites
Goal
Methodology
Materials
Agenda

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Live Web Class

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Chat
Click the Chat
button to open
the chat box.

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Chat
Type your chat, and
then click Send.

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Survey or Poll Questions
Select your
answer, and then
click Submit.

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Instructor and Class Participants
Who are you?
Name
Company
Role
What is your prior experience?
Siebel application experience
CRM experience
Database experience
Application administration experience
How do you expect to benefit from this course?

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Public Chat
Where are you today?
Send a public chat to tell everyone which city you are calling from.

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Logistics
Class duration and breaks
Lab exercises
Questions?

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Course Audience
This course is designed for administrators and implementation
teams:
Administrators
Deployment team members
Implementation consultants
Business analysts

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Course Prerequisites
Technical experience
Basic Microsoft Windows navigation skills
Basic file-management skills
Familiarity with Web-based applications
Administration Essentials Prework Lesson
Using Siebel CRM On Demand

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Course Goal
To enable you to set up, customize, and perform other
administration tasks for Siebel CRM On Demand for your
company, or as a consultant for other companies

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Course Methodology
Subject matter is delivered through:
Lecture and slide presentations
Software demonstrations and examples
Methodology and practical application through exercises
Class discussions
Hands-on labs

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Course Materials
Student Guide
All slides presented during lecture
Notes that emphasize important information and point to other
resources
Lab Guide
Hands-on lab exercises and solutions

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Course Agenda
Introduction
Lesson I: Course Introduction
Lesson 1: Introduction to the Company Administrator Role
Lesson 2: Company Administration
Users and Access Control
Lesson 3: Visibility and Access Control
Lesson 4: Manager Visibility
Lesson 5: Team Sharing and Group Assignment
Lesson 6: Role Setup
Lesson 7: User Setup
Lesson 8: Book of Business

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Course Agenda
Setup and Customization
Lesson 9: Customizing Fields
Lesson 10: Customizing Page Layouts
Lesson 11: Extending the Application
Lesson 12: Product Administration
Lesson 13: Forecast Administration
Your instructor will also schedule:
Breaks
Questions and Review

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Course Agenda
Business Process Automation
Lesson 14: Creating Assignment Rules
Lesson 15: Customizing the Sales Methodology
Lesson 16: Workflow
Reports
Lesson 17: Introduction to Reports and Analyses
Breaks

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Course Agenda
Integrating with Other Applications
Lesson 18: Integration Solutions Overview
Conclusion
Lesson 19: Ongoing Administration
Lesson 20: Wrap-Up
Breaks

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Summary
This lesson provides an introduction to the:
Instructor and class participants
Live Web Class
Course:
Audience
Prerequisites
Goal
Methodology
Materials
Agenda

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eAttendance
Verify your attendance by clicking your name link.

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Introduction to the
Company Administrator Role

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Siebel CRM On Demand Administration Essentials 1 - 2
Lesson Objectives
After completing this lesson you should be able to:
Define the role of the Siebel CRM On Demand Administrator
Locate the resources available for Administrators
Navigate to the administration pages in the application
Why you need to know:
Knowing what is expected of the Administrator, and how to
access the resources and tools available to set up and
customize the application, helps you plan for success.

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Siebel CRM On Demand Implementations
Successful implementations involve everyone
Administrators often help plan and coordinate the
completion of all implementation duties.
It helps to identify key roles, responsibilities, and
deliverables.
Process Experts Decision-Makers Administrators All Employees
Define how things
are done today
Define how things
should be done in
the future
Identify how the
application supports
your business
processes
Identify changes that
need to be made
Enter information
and existing data
Enable automatic
processes
Make changes to the
application
Learn how to use the
application
Consistently follow
the business
processes
A picture of the
current business
processes
Documented
requirements for
tailoring and using
the application
A customized
application that is
ready for use
Fully informed
employees able to
focus on their
customers

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Administrator Responsibilities
The primary responsibilities of the Administrator are to set up,
customize, and maintain the application.
Most of these tasks require information and decisions from
the process experts and decision-makers at the company.
Might also document requirements before starting to
customize.
Set Up
and
Maintain
User Access
Customize
the
Application
Import
Data
Create
Automatic
Assignment
Rules and
Workflows
Activate
Global
Company
Settings
Maintain and Update Application as Information and Processes Change
Create Ad Hoc Reports and Analyses

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Activate Global Company Settings
Verify and update company profile information.
Enable company search, report visibility, and other
preferences.
Set up sign-in and password controls.
Activate additional languages and currencies.
Customize
the
Application
Import
Data
Activate
Global
Company
Settings
Set Up
and
Maintain
User Access
Create
Automatic
Assignment
Rules and
Workflows

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Set Up and Maintain Users
Set up employees as users in the application.
Update user information.
Give users appropriate access to information and application
features.
Customize
the
Application
Import
Data
Activate
Global
Company
Settings
Set Up
and
Maintain
User Access
Create
Automatic
Assignment
Rules and
Workflows

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Customize the Application
Modify and add new record fields to meet requirements.
Create new page layouts for sets of users.
Add new record types and integration points.
Modify the application to support your sales process.
Activate forecasts.
Set up product lists.
Customize
the
Application
Import
Data
Activate
Global
Company
Settings
Set Up
and
Maintain
User Access
Create
Automatic
Assignment
Rules and
Workflows

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Create Automatic Assignment Rules
Set up sales territories.
Set up automatic assignment of account, lead, opportunity,
and service request records to owners and territories.
Map lead record fields for conversion to other records.
Set up automatic workflow tasks.
Customize
the
Application
Import
Data
Activate
Global
Company
Settings
Set Up
and
Maintain
User Access
Create
Automatic
Assignment
Rules and
Workflows

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Import Data
The Data Import Workshop shows you how to:
Prepare your existing data for import into Siebel CRM On
Demand
Import data for initial setup of the application
Import data as an ongoing task or to update records
Customize
the
Application
Import
Data
Activate
Global
Company
Settings
Set Up
and
Maintain
User Access
Create
Automatic
Assignment
Rules and
Workflows
Note: The Import Data topic is covered in a separate, optional workshop that generally follows
this course.

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Ongoing Tasks and Maintenance
Create and manage company-wide alerts.
Maintain product lists.
Update territories and assignment rules.
Update forecast recipients and schedule.
Monitor and manage data storage.
Customize
the
Application
Import
Data
Activate
Global
Company
Settings
Set Up
and
Maintain
User Access
Create
Automatic
Assignment
Rules and
Workflows

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Administrator Resources
Administrator Rollout Guide
Guide for setting up and rolling
out the application
Available from the Welcome
page on sign-in
Online Help
Administrator topics
Available on every page
Training and Support Center
Set-up tools and templates
Training courses
Searchable knowledge library
Forums
Available from the Training and
Support link

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Administrator Homepage
Gives access to the administration pages that are used to set
up and customize the application
Users with Administrator privileges have access to the pages.
Click the Admin
link to access
this page.

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Demonstration
Administrative Pages

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Tips for Success
To help ensure your success:
Gives you recommendations and tips
Helps you implement quickly and without a
lot of rework
Helps keep you on track with your
Administrator duties
You can use the checklist to report on
progress.
Access the checklist in online help or from
the Training & Support Center.
Use the Getting
Started Checklist to
organize your setup
tasks.
Use the Administrator
Rollout Guide for
implementation help.

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Summary
This lesson showed you how to:
Define the role of the Siebel CRM On Demand Administrator
Locate the resources available for Administrators
Navigate to the administration pages in the application

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Lab
In this lab you will:
Locate and explore the Administrator Rollout Guide
Explore the administration pages
Locate and download the Getting Started Checklist

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Company Administration

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Lesson Objectives
After completing this lesson you will be able to:
Update the company profile and explain the effects of
company default settings
Identify the default settings that can be changed in a users
personal profile
Set sign-in and password controls
Activate additional languages and currencies
Post a My Homepage alert
Monitor user sign-in and other user activity
Knowing which settings affect which features in the
application helps you make the right choices.
Knowing how to use homepage alerts helps your company
communicate quickly and effectively with all application users.

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1
Verify and
Update Profile
2
Set Password
and Security
Settings
Define password policies.
Set the password controls.
Set IP address restrictions.
Verify company information
and update, if necessary.
Verify company default
settings.
3
Activate
Languages &
Currencies
Activate languages and
currencies needed to support
the companys employees.
4
Communicate
and Monitor
Create and manage company
alerts.
Monitor sign-in activity.
Company Administration Tasks

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Verify and
Update Profile
settings.
Verify and Update Profile

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Company Profile
Contains company-specific information gathered during the
initial sign-up
Key
company
details
Addresses
Default
settings
Other
settings
Navigation
Admin > Company Administration > Company Profile

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Demonstration
Company Profile Page and Default Settings

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Verify Key Information
Confirm that the company details are correct.
Edit the profile to add any missing details or correct any
incorrect information.

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Verify the Primary Contact
The primary contact designated for your company receives:
Product updates and other important information through
email
Notification when certain processes fail
The primary contact can be any active user, although it is
often the Administrator; the primary contact can:
Fix the setup issues causing the failed process
Post alerts to quickly communicate with all users
Click the Lookup icon to
designate a different user
as the primary contact.
Primary Contact
The primary contact defaults to the Administrator or the alias of the first user set up for your
company, but can be changed to any user. Product updates, notification of a failed forecast
generation, and other important information is sent to the primary contact.

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Verify the Default Settings
Confirm that the company default settings are correct.
Verify the company-wide default language, locale, currency,
and time zone.
Verify the default search method.
Enable product probability averaging, inline edit, and
message center, if needed.
Note: Default Language, Default Currency, Default Time Zone, Fiscal Year
Begins, and Max # of Auditable Fields must be changed by Customer Care.

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Default Settings: Language
Controls the primary language in which the application is
displayed
Sets the language for all application elements, such as tab
and field names, picklist values, and report titles and data
labels
Sets the base language for customized changes to fields
and picklist values
Contact Customer Care if
this language is not correct.
Note: Users can change the default language in their user profiles, if additional
languages are activated for the company.
Languages
The Administrator can activate additional languages so that users can change the setting for their
own use. All text on the user interface appears in the selected language.

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Default Settings: Locale
Controls settings specific to a locale
Displays dates and time appropriately for the locale
Displays telephone numbers appropriately for the locale
(with appropriate country codes for out-of-country numbers)
Displays numbers appropriately for the locale
Note: Users can select a telephone format for a different country at the field
level and can change the default locale in their user profiles.
Default locale can be changed
by the Administrator.
Locale
The locale setting determines the formatting for dates, time, currency, numbers, and phone
numbers.

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Default Settings: Currency
Sets the default currency for the company
Determines the currency for displaying forecast totals
Sets the default currency for all reports and analyses
Sets the default currency for all monetary fields
this currency is not correct.
Note: Users can change the currency for individual records and can change the default in
their user profiles. Forecasts will show the company default currency.
Currency
The Administrator can activate additional currencies so that users can change the setting for
their own use. However, the currency set here determines the currency used for forecasts, which
are company wide.
Reports and analyses are shown in the currency set on the user profile. However, changes to the
currency will not appear in reports until the next day. Intent: To give details about the company
default currency. Refer to the note on the slide and the student note for more information about
currencies.

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Default Settings: Time Zone
Sets the default time zone for the company
Determines the time zone for displaying appointment times
Sets the time zone for all reports and analyses
Contact Customer
Care if this time zone
is not correct.
Note: Users can change the default in their user profiles. Appointments made for
users in different time zones display in their selected time zone.
Time Zone
Some functions, such as forecast generation, use the time zone of the hosting facility instead of
this default time zone. Contact Siebel CRM On Demand technical support to find out this time
zone.

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Default Settings: Global Search Method
Sets the search method for the application
Targeted Search searches for matches based on those
fields displayed in the Search box.
Keyword Search searches for matches based on the default
fields specific to each record type and allows users to type
key words with wildcards within a single text box.
Global Search Method can be
changed by the Administrator.
Targeted Search
Targeted Search is the default setting for the application and is the recommended option.
Generally, search results can be returned more quickly when this is the global search method for
the company.
Keyword Search
Keyword Search initiates a broader search, so it might impact performance by slowing response
times.

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Default Settings: Fiscal Year Begins
Indicates in which month your company fiscal year begins
Ensures that reports that present data by fiscal quarter or
fiscal year are correct
Ensures that forecasts correctly reflect your companys fiscal
quarters
this month is not correct.
Note: Fiscal Year Begins can only be changed by Customer Care and not
by individual users.
Fiscal Year Begins
The fiscal year was set when your company signed up for access to Siebel CRM On Demand.
This setting can only be changed by Customer Care. It is important to set Fiscal Year Begins so
that reports measuring revenue against your fiscal year show the correct data.

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Default Settings: Product Probability
Determines how opportunity probability is updated when the
Update Opportunity Totals button is clicked
If selected, the opportunity probability is calculated based on
the weighted average of probability for each of the linked
products.
If not selected, the probability is not updated.
Product Probability Averaging
Enabled can be changed by
the Administrator.
Update Opportunity Totals
The Update Opportunity Totals button is located on the Opportunity Detail page, in the title bar
in the Products related information section.

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Default Settings: Inline Edit Enabled
Allows users to edit individual fields on a detail record page
If enabled, users can click a field to activate the edit controls
for the field.
If not enabled, users have to click the Edit button to edit a
detail page.
Inline Edit Enabled can be
changed by the Administrator.

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Default Settings: Message Center Enabled
Allows users to use the Message Center feature so they can:
Subscribe to new notes created on records that they care
about
Create private follow-up sticky notes
Correspond with other users directly through the application
Message Center Enabled
can be changed by the
Administrator.

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Default Settings: Max # of Auditable Fields
Indicates the total number of fields that can be tracked in all
record audit trails for the company
Customizable audit trails are available for some record
types.
Must be enabled by Customer Care
Contact Customer Care to
change this setting.
Non-Standard Feature
The customized audit trail feature is not available for standard CRM On Demand accounts.
Therefore, this feature might not be available for your company. To learn more about how to
have this feature enabled for your company, contact your Company Administrator or On
Demand Customer Care.

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Individual User Default Settings
Users can override some company default settings in their
personal profiles.
Users must sign out and then sign in again before new
default settings take effect.
Navigation
MySetup > Personal Profile > My Profile

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Verify and
Update Profile
2
Set Password
and Security
Settings
settings.
Set Password Controls

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Define Company Password Policies
To enforce additional security, define company password
policies to:
Force users to reset their passwords periodically
Enforce new password parameters, such as:
Minimum number of characters
Whether or not it must be different from the previous
password
Determine how many times users can attempt to sign in without
success before they are locked out
Control how long users are locked out before they can attempt to
sign in again
Set authentication parameters, such as:
Number of security questions to be completed
Number of security questions to be answered

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Set Password Controls and Authentication
Settings
Password policies are enforced by setting up password
controls.
Users must conform to policies when:
Prompted to change passwords on initial sign-in
Prompted to change passwords when passwords expire
User initiates a password
update
Authentication settings are
enforced when:
Users use the Forgot
Your Password link to
reset password
Navigation
Admin > Company Administration > Sign In and Password Control

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Set Password Controls and Authentication
Settings
Select controls for:
Sign-in policy information
The maximum number of sign-in
attempts and lockout duration
Password control information
When user passwords expire
Minimum password length
Maximum number of times a
password can be changed
within a specified time period
If the new password has
to be different
Authentication information
The number of security questions
to be completed and answered
Activation
The new password controls go into effect the next time users change their passwords. To force a
password change, click the Reset All Passwords button on the Company Profile. This action also
resets your password.

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Demonstration
Password Control

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Set IP Address Restrictions
Companies can restrict access to Siebel CRM On Demand to
specific IP addresses or address ranges.
Ensures that employees only access the application from
specific network locations, such as your companys office
Application must be accessed
from one of the IP addresses
listed here.
IP Address
The IP (Internet Protocol) address identifies a computer attached to an IP network (TCP/IP
network). Every client and server station must have a unique IP address. Client workstations
have either a permanent address or one that is dynamically assigned to them when booted. IP
addresses are written as four sets of numbers separated by periods (for example, 204.171.64.2).
Each number can be zero to 255.
Enabling IP Address Restrictions
Contact Customer Care if you want to enable this optional feature.
Navigation
Admin > Company Administration > Security Settings

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Survey
Will your company need to activate additional languages or
currencies for your users?
Answer the question, and then click Submit.

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Verify and
Update Profile
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Set Password
and Security
Settings
settings.
3
Activate Company Languages
Activate
Languages &
Currencies

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Activate Languages to Support Employees
Make appropriate languages available for Siebel CRM On
Demand users in different countries.
Sets the language for all application elements, such as tab
and field names, picklist values, and report titles and data
labels
Data is not
translated.

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Company Languages Control
Until an Administrator activates additional languages, only the
companys default language is available.
Save the changes.
Click boxes to select
additional languages.
Navigation
Admin > Company Administration > Languages

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User Default Language
Newly activated languages are immediately available for
users to select in their personal profiles.
Users must sign out and sign back in before their new
default language is applied.
Navigation
MySetup > Personal Profile > My Profile

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Activate Currencies to Support Employees
Make appropriate currencies available for Siebel CRM On
Demand users in different countries.
Currencies can be selected for individual records and on
the user profile.

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Set Up Currencies
Activate additional currencies for the company.
Set up exchange rates between foreign currencies and your
companys default currency.
Navigation
Admin > Company Administration > Currency Definition

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Activating Currencies
Select the All Currencies list.
Edit those currencies that you would like to activate.
You can change the
currency symbol.
Select active or all
currencies for display.
Navigation
Admin > Company Administration > Currency Definition > All Currencies list

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Activating Currencies
Activating currencies makes them available for selection for
different accounts, opportunities, and so on.

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Defining Exchange Rates
Exchange rates are used when rolling up revenue for reports
and forecasting.
Enter exchange rates for all active currencies before users
enter transactions for active currencies.
Click to review history
of exchange rates.
Provide exchange rates for
all activated currencies.
Navigation
Admin > Company Administration > Exchange Rates
Exchange Rate
Enter how many units of the To Currency it would take to buy one unit of the From Currency. In
the example above, it takes 1.30882 US dollars to buy 1 Euro.
Reports
Exchange rates must be set up for all of your active currencies. Otherwise, reports and analyses
might not be accurate.

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Exchange Rate Rules
If more than one exchange rate is entered for a month, the
latest one is considered to be the exchange rate.
If no exchange rate is entered for a specific month, the
earliest rate available in the future is used.
If none is available in the future, the most current rate in the
past is used.
Example: Exchange rate is entered in May 2006 and August 2006,
but not for the months in between.
August, 2006 After August, 2006
August, 2006 In the months between May,
2006 and August, 2006
May, 2006 Prior to May, 2006
This exchange rate is used: For a transaction:

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Demonstration
Company Languages and Currencies

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Verify and
Update Profile
2
Set Password
and Security
Settings
settings.
3
Activate
Languages &
Currencies
4
Communicate
and Monitor
Create and manage company
alerts.
Monitor sign-in activity.
Communicate and Monitor

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Communicate with Alerts
Alerts are messages that are broadcast on My Homepage to all
users.
Users click the alert title to view the full message.
Hyperlinks and attachments can be added to the alert.
Alerts
Company-wide alerts appear on each users My Homepage. You can use alerts to broadcast
company-wide information, such as meeting notices and policy changes.

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Demonstration
Company Alerts

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Create a Company Alert
When creating or editing an alert, remember to:
Give the alert a meaningful titlethis appears on My
Homepage
Set the priority level, post date, and expiration date
Type the full alert message in the Alert Description field
Add a hyperlink and hyperlink display name, if desired
Save the
alert.
Defaults to posting
today and expiring
in one week.
Hyperlinks can direct users
to additional information.
Navigation
Admin > Company Administration > Company Alerts > New

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Add Attachments to an Alert
After you save an alert, you can attach a document (or a URL
to a document) to it.
Click a button to add an
attachment or URL.
TIP: Attach a URL that points to a document, rather than
the document itself, to save server space.

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Monitor User Sign-In Activity
Track user sign-in activity, including successful and failed
attempts.
Helps monitor the use of the application and user sign-in
errors.
Lists information about
each sign-in attempt.
Navigation
Admin > Company Administration > Sign In Audit

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Monitor User Resource Usage
Track certain user activity, including successful and failed
attempts.
Password activity (initial, set, reset, forgot)
Answer security questions
Change SSO identifier
Change to user ID
Change to email address
PIM Sync usage
Offline usage
Navigation
Admin > Company Administration > Audit

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Tips for Success
Ensures that all of your custom changes
and setup choices are made with the correct
company defaults in place
Sends an email to every user with a
temporary password
On sign-in, each user creates a new
password that conforms to the new controls.
Have access to administration tools needed
to fix application setup problems
Can post alerts to share information about
the application with all users
Reset all passwords
to immediately
enforce new
password controls.
Make an Administrator
the primary contact
for the company.
Verify company
default settings
before setting up or
customizing.
To Reset All Passwords
Navigate to Admin > Company Administration > Company Profile. Click the Reset All
Passwords button. This action will reset your own password, too.

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Summary
Update the company profile and explain the effects of
company default settings
Identify the default settings that can be changed in a users
personal profile
Set sign-in and password controls
Activate additional languages and currencies
Post a My Homepage alert
Monitor user sign-in and other user activity

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Lab
Read a case study to determine Company Profile, password,
and language requirements
Update the Company Profile
Set sign-in and password controls to enforce the companys
password policies
Activate additional languages for the company
Create a company alert

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Visibility and Access Control

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Lesson Objectives
Identify the features that control visibility and data access
Setting up users with the right access is one of the primary
tasks of the Administrator.
Understanding how data is controlled in the application
helps the Administrator make the right setup choices for
each user.

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Record Type Access
Different employees work with different types of records.
Accounts
Contacts
Leads
Opportunities
Forecasts
Service Requests
Solutions
Service Professional Sales Professional

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Access Levels
Employees see the records that they own.
Accounts
Contacts
Leads
Opportunities
Forecasts
Service Requests
Solutions
Sales Professional
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Access Levels
Employees may also have access to records that they do not
own.
Accounts
Contacts
Leads
Opportunities
Forecasts
Service Requests
Solutions
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Access Levels
Each job role may need different levels of access to records.
Accounts
Contacts
Leads
Opportunities
Forecasts
Service Requests
Solutions
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Level of Access:
Read/Edit/Delete
Level of Access:
Read-Only

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Visibility
Employees see the records that they own and the records that
they have access to view.
Account 1
Account 2
Account 3
Account 4
Opportunity 1
Opportunity 2
Opportunity 3
Sales Professional
Records User Owns
Records User Does Not Own

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Visibility and Access Control Options
User Role
Assignment
Defines user
access to
records, tabs,
features, and
page layouts
Required for
every user
Manager
Visibility
Allows
managers to
see the
records
owned by
their direct
reports
Best for
companies
with 100 or
fewer users
Team-Record
Sharing
Gives a user
access to a
single
account,
contact, or
opportunity
record
Best for one-
time, or short-
term access
needs
Books of
Business
Gives users
specific
access to
segments of
data
Most flexible
option for
complex
requirements
Options
Manager visibility and books of business are options that can be enabled for the company. Not all
companies will want to use these options.

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Public Chat
What is one of the most important data access
requirements for your company?
Send a public chat to answer the question.
Public Chat
Send a public chat to answer the question on the slide.

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User Role
Assignment
Defines user
access to
records, tabs,
features, and
page layouts
Required for
every user

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Role Control Mechanisms
Record Type
Access
Access
Profiles
Privileges
Tab Order
and Layouts
Role

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Record Type
Access
Access
Profiles
Privileges
Tab Order
and Layouts
Role
Which types of
records users
can access,
create, or read

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Record Type
Access
Access
Profiles
Privileges
Tab Order
and Layouts
Role
What users can
do with the
records that they
can access

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Record Type
Access
Access
Profiles
Privileges
Tab Order
and Layouts
Role
Which job-
specific tasks a
user can perform

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Record Type
Access
Access
Profiles
Privileges
Tab Order
and Layouts
Role
How tabs, pages,
and search
options appear

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Executive Management
Role: Executive
Sales and Marketing
Role: Sales & Marketing Manager
Role: Regional Manager
Role: Inside Sales Rep
Role: Field Sales Rep
Role: Advanced User
Service
Role: Service Manager
Role: Service Rep
Company Administrator
Role: Administrator
User Role Assignment
There are nine predefined roles based on predefined access
profiles:
Custom profiles and roles can be created by the Administrator,
as needed.
Industry Editions
Siebel CRM On Demand Industry Editions have additional predefined access profiles and roles.

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Demonstration
Role Management Wizard

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Role Assignment
1
Determine
Needs
2
Plan Record
Access
Based on task and record
access requirements
Examine job functions
Determine tasks and access
Document role requirements
3
Plan
Privileges
Based on task requirements
4
Plan Tab
Access
access requirements

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Role Assignment: Determine Needs
1
Determine
Needs

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Telesales
Field Sales
Examine Job Functions and Tasks
Examine the primary functions of each job role.
Primary Job Functions and Tasks
Qualifies sales leads from campaigns
Rates leads
Marks leads as qualified
Archives cold leads
Pursues qualified sales leads
Rejects leads
Converts leads
Pursues opportunities

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Telesales
Field Sales
Determine Access
Determine what users must access to perform their job role.
Access Requirements
View campaigns
Create, qualify, and archive leads
View accounts
Reject or convert leads
Create and update opportunities
Create and update accounts
Create and update contacts

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Document Requirements
Use the User and Role Setup template to document your role
requirements.
Predefined roles are already populated.
Document new roles as required to meet users'
responsibilities.
Document all
required
custom roles.

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Role Assignment: Plan Record Access
1
Determine
Needs
2
Plan Record
Access
access requirements

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Record Type Access
Record Type access defines the base access for each
record type for a specific role.
Check boxes control access to the various types of records.
Has Access determines whether users can access the record
type at all.
Can Create determines whether users can create new
records of this type.
Can Read All Records determines whether users can read
records that they do not own.

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Access Profiles
Access profiles further define the level of access for each type
of record; access profiles:
Determine what users can do with the records that they can
access
Read-Only
Read/Edit
Read/Edit/Delete
Are defined separately, and then associated to roles
Deleting Records
Record deletion is possible only if the user's role has Read/Edit/Delete access to the record.
Deleted records are moved to the Deleted Items list and remain for 30 days, during which time
they can be restored.
However, certain types of records cannot be deleted by anyone, regardless of access levels, for
example:
Opportunities with a Sales Stage field value of Closed/Won
Accounts linked to opportunities with a Sales Stage of Closed/Won

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Associating Access Profiles to Roles
Two types of access profiles are associated with each role:
Owner Access
Default Access

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Public Chat
What would you guess are the definitions of Default Access
and Owner Access?
Send a public chat to submit your guess.
Public Chat
What do you guess are the definitions of Default Access and Owner Access?

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Owner Access
Ryan Taylor is the
owner of this
account record.
Owner Access is given to the owner of a record.
The owner is the person who:
Creates the record, or
Is assigned as the owner of the record by someone else

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Default Access
Default Access applies when the user does not own the record.
D
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Accounts
Contacts
Leads
Opportunities
Forecasts
Service Requests
Solutions
Service Professional
Sales Professional
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Role Assignment: Plan Privileges
1
Determine
Needs
2
Plan Record
Access
access requirements
3
Plan
Privileges

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Privileges
Privileges allow users to perform specific job-related tasks.
Service Professional
Sales Professional
Qualify Leads
Convert Leads
Access Forecasts
Access Reports
Export Lists
Share Calendar
Qualify Leads
Convert Leads
Access Forecasts
Access Reports
Export Lists
Share Calendar

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Role Assignment: Plan Tab Access
1
Determine
Needs
2
Plan Record
Access
access requirements
3
Plan
Privileges
4
Plan Tab
Access
access requirements

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Plan Tab Access
Based on each user's tasks and responsibilities, determine
which tabs he or she needs to view.
Determine which tabs users
will see and in which order
they will appear.
Tab Access
When setting up tab access for a role, there are three options: Not Available, Available, and
Selected.
Selected means that the tab is displayed for the role by default.
Available means that the tab is not displayed by default for the role, but is available for the
user to add.
Not Available means that the tab is not displayed, nor is it available for the user to add.

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Evaluation #1
What does the RECORD TYPE ACCESS role characteristic
provide?

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Evaluation #2
What does the TAB ACCESS role characteristic provide?

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Evaluation #3
What does the PRIVILEGES role characteristic provide?

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User Setup
Enter or import user information.
Include a role assignment and manager for each user.
Assign a role to
each user.
Define the
manager for each
user.

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Tips for Success
Ensures that users have the access and
privileges they need to do their jobs
Defines the characteristics of each Siebel
CRM On Demand role
Helps you document your companys
user details
Saves time, if the role is similar to the
role you need to create
Rename predefined roles with a ZZZ- to
move them to the bottom of the list.
Copy and Edit
Predefined Roles.
Use the User and Role
Setup template.
Match each user to a
role based on job
functions.

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Summary
Identify the features that control visibility and data access
Describe the importance of choosing an appropriate Siebel
CRM On Demand role for each user

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Lab
Review case-study information about the intended
users of Siebel CRM On Demand for the company
Use the User and Role Setup template to choose
appropriate roles for each of the users

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Manager Visibility

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Lesson Objectives
After completing this lesson, you should be able to:
Define what is meant by a manager visibility structure and
explain how it affects data access
Setting up users with the right access is one of the primary
tasks of the Administrator.

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User Role
Assignment
Defines user
access to
records, tabs,
features, and
page layouts
Required for
every user
Manager
Visibility
Allows
managers to
see the
records
owned by
their direct
reports
Best for
companies
with 100 or
fewer users

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Manager Visibility
Managers see records that they own, records owned by their
direct reports, and records shared by others with their direct
reports.
Account 1
Account 3
Opportunity 1
Opportunity 2
Opportunity 3
Account 2
Account 4
Opportunity 4
Opportunity 7
Opportunity 8
Opportunity 7
Opportunity 9
Sales Manager
Sales
Professional
Sales
Professional

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What Does Manager Visibility Do?
Gives managers access to:
Records owned by their subordinates
Access levels are specified by the managers owner access
profile.
Records shared to their subordinates
Access levels are specified through team record-sharing.
Gives managers visibility in reports to records owned by their
subordinates:
Only if the Analytics Visibility settings on the managers user
profile are set to Manager Visibility or Full Visibility

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How Is Manager Visibility Enabled?
Check the Manager Visibility box in the Company Profile.
Assign a manager for each user in the Reports To field.
Need not be the same manager as that reflected in the
companys organizational chart
Not necessary for the person at the top of the organization
Navigation
To enable Manager Visibility:
1. Click Admin > Company Administration > Company Profile
2. Navigate to the Company Data Visibility Settings section.
3. Click the Manager Visibility Enabled check box.
To update the user detail user detail:
1. Click Admin > User Management & Access Controls > User Management

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Sales Team Reports to Joan Williams
Jeff Smith
Field Sales Rep
Ryan Taylor
Field Sales Rep
Lisa Waller
Mgr of New Sales
Ethan Phillips
CEO
Jim Brown
Administrator
Laura Kirkham
Service Rep
Samantha Wells
Service Rep
Cheryl Smith
Lead Service Rep
Michael Wright
Service Manager
Rick Rogers
Telesales Rep
Joan Williams
Sales Mgr
Jeff Smith
Direct Sales Rep
Ryan Taylor
Direct Sales Rep
Rick Rogers
Telesales Rep
Amanda Jacobson
Marketing
Joan can access the records
of her team members.

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Service Team Reports to Cheryl Smith
Rick Rogers
Telesales Rep
Jeff Smith
Direct Sales Rep
Ryan Taylor
Direct Sales Rep
Lisa Waller
Mgr of New Sales
Ethan Phillips
CEO
Jim Brown
Administrator
Laura Kirkham
Service Rep
Samantha Wells
Service Rep
Cheryl Smith
Lead Service Rep
Michael Wright
Service Manager
Joan Williams
Sales Mgr
Amanda Jacobson
Marketing
Cheryl can access her
team members
records.

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Cheryl Smith Reports to Michael Wright
Rick Rogers
Telesales Rep
Jeff Smith
Direct Sales Rep
Ryan Taylor
Direct Sales Rep
Lisa Waller
Mgr of New Sales
Ethan Phillips
CEO
Jim Brown
Administrator
Laura Kirkham
Service Rep
Samantha Wells
Service Rep
Cheryl Smith
Lead Service Rep
Michael Wright
Service Manager
Joan Williams
Sales Mgr
Amanda Jacobson
Marketing
Michael can access
Cheryls records and
those of her team
members.

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Management Reports to Ethan Phillips
Rick Rogers
Telesales Rep
Jeff Smith
Direct Sales Rep
Ryan Taylor
Direct Sales Rep
Lisa Waller
Mgr of New Sales
Ethan Phillips
CEO
Jim Brown
Administrator
Laura Kirkham
Service Rep
Samantha Wells
Service Rep
Cheryl Smith
Lead Service Rep
Michael Wright
Service Manager
Joan Williams
Sales Mgr
Amanda Jacobson
Marketing
Ethan can access
everyones records.

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Role Assignment and Manager Visibility
Roles and manager visibility work together to determine the
level of access that managers have to records.
Owner access level:
Applies to all records owned by the manager or his or her subordinates.
Default access level:
Applies to all records not owned by the manager or his or her subordinates.

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Role Assignment and Manager Visibility
Jeff Smith
Field Sales Rep
Ryan Taylor
Field Sales Rep
Lisa Waller
Mgr of New Sales
Ethan Phillips
CEO
Jim Brown
Administrator
Laura Kirkham
Service Rep
Samantha Wells
Service Rep
Cheryl Smith
Lead Service Rep
Michael Wright
Service Manager
Rick Rogers
Telesales Rep
Joan Williams
Sales Mgr
Jeff Smith
Direct Sales Rep
Ryan Taylor
Direct Sales Rep
Rick Rogers
Telesales Rep
Amanda Jacobson
Marketing
Lisa and Joan both have the
Sales & Marketing Manager
role, which gives them equal
visibility across organizations.

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Manager Visibility Controls Access
Jeff Smith
Field Sales Rep
Ryan Taylor
Field Sales Rep
Lisa Waller
Mgr of New Sales
Ethan Phillips
CEO
Jim Brown
Administrator
Laura Kirkham
Service Rep
Samantha Wells
Service Rep
Cheryl Smith
Lead Service Rep
Michael Wright
Service Manager
Rick Rogers
Telesales Rep
Joan Williams
Sales Mgr
Jeff Smith
Direct Sales Rep
Ryan Taylor
Direct Sales Rep
Rick Rogers
Telesales Rep
Amanda Jacobson
Marketing
The reporting structure keeps
Lisa from editing or deleting
Joans teams records.

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Team-Focused Visibility
Jeff Smith
Field Sales Rep
Ryan Taylor
Field Sales Rep
Lisa Waller
Mgr of New Sales
Ethan Phillips
CEO
Jim Brown
Administrator
Laura Kirkham
Service Rep
Samantha Wells
Service Rep
Cheryl Smith
Lead Service Rep
Michael Wright
Service Manager
Rick Rogers
Telesales Rep
Joan Williams
Sales Mgr
Jeff Smith
Direct Sales Rep
Ryan Taylor
Direct Sales Rep
Rick Rogers
Telesales Rep
Amanda Jacobson
Marketing
What if Lisa should not even
view the records for Joans
team, but needs the same
privileges as Joan?

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Regional Manager Role
The Regional
Manager only sees
her own teams
records.
Lisa Waller
Mgr of New Sales
Ethan Phillips
CEO
Jim Brown
Administrator
Laura Kirkham
Service Rep
Samantha Wells
Service Rep
Cheryl Smith
Lead Service Rep
Michael Wright
Service Manager
Rick Rogers
Telesales Rep
Jeff Smith
Direct Sales Rep
Ryan Taylor
Direct Sales Rep
Rick Rogers
Telesales Rep
Amanda Jacobson
Marketing
Joan Williams
Sales Mgr
The Regional Manager role
has all the privileges of the
Sales & Marketing Manager
role.

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Demonstration
Default Roles: Regional Manager and Sales and Marketing
Manager

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Evaluation
Richard Jones is a manager of a sales team. His role gives
him:
Read-Only default access to accounts
Read/Edit/Delete owner access to accounts
Sally Smith is a sales rep who reports to Richard Jones. Her
role gives her:
Read-Only default access to accounts
Read/Edit owner access to accounts
Sally owns the ACME Industries account record.
What kind of access does Richard Jones have to
the ACME Industries account record? (Manager
Visibility is enabled for the company.)

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Evaluation
Sally changes the owner on the ACME Industries account to
Fred Collins, a sales rep who does not report to Richard
Jones but to a sales manager on another team.
What kind of access does Richard Jones have to the Acme
Industries account record now?

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Summary
Define what is meant by a manager visibility structure and
explain how it affects data access

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Team Sharing and Group Assignment

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Lesson Objectives
Describe how team record-sharing is used
Define what is meant by groups and explain how they affect
data visibility and access
Define delegated users
Understanding how data is controlled in the application helps
the Administrator make the right setup choices for each user.
If you use a team selling model, team or group assignment
can be used to easily share records among the team
members.

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User Role
Assignment
Defines user
access to
records, tabs,
features, and
page layouts
Required for
every user
Manager
Visibility
Allows
managers to
see the
records
owned by
their direct
reports
Best for
companies
with 100 or
fewer users
Team-Record
Sharing
Gives a user
access to a
single
account,
contact, or
opportunity
record
Best for one-
time, or short-
term access
needs

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Team-Record Sharing
Employees may give other employees access to a a single
record with specified access levels.
Account 1
Account 3
Opportunity 1
Opportunity 2
Opportunity 3
Account 2
Account 4
Opportunity 1
Opportunity 4
Opportunity 8
Shared

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Account, Contact, and Opportunity Teams
To give another employee access to a record:
Use account teams to share access to Account, Contact,
and Opportunity records.
Use contact teams to share access to Contact records.
Use opportunity teams to share access to Opportunity
records.
Select the level of access that you want to give to each team
member.
Record Type Access
A user who is added to a team must have access to the record type (specified in Step 2 of the
Role Management Wizard) in order to see and access the team-shared record.

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Demonstration
Account Teams

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Group Assignment
Group members have access to records owned by any member
of the group.
Account 1
Account 3
Opportunity 1
Opportunity 2
Opportunity 3
Account 2
Account 4
Opportunity 4
Opportunity 8
Account 4
Account 5
Opportunity 5
Opportunity 6
Opportunity 7
Group Assignment
An optional feature that allows you to set up groups of users so that certain records are shared
with all group members. When one member of the group is listed as the owner of an account,
contact, opportunity, task, or appointment, all group members automatically have full access to
the record. (Contact, task, and appointment records can be marked Private, in which case they
are not shared with the group.)
Calendar Sharing
The Calendar Sharing permission can be given to any role. If group members have roles with
this permission, they automatically share calendars and access to non-Private appointments with
the rest of their group.
Calendar sharing is also available to companies that do not enable Default Group Assignment. In
this case, you can set up groups of users that will just be used for automatic calendar sharing. Or,
if you do not set up groups, users can manually share their calendars with other users.

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What Does Group Assignment Do?
Gives group members full access to account, contact,
opportunity, task, and appointment records that are:
Owned by any member of the group (as long as they are not
marked Private)
Created or assigned after groups have been defined and
group assignment has been enabled
Adds group members to Account, Contact, and Opportunity
Team lists.
Gives group members access to group calendar and group
task lists.
The Calendar Sharing privilege must be included in group
member roles.
Activating Group Ownership
A record created before group assignment was set up is not shared with the owners group. To
share the record, just change the owner to someone else in the group.
Changing Group Ownership
To change the ownership of a record to another group, edit the record and change the owner to a
member of the other group.

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How Is Group Assignment Enabled?
To enable group assignment:
Check the Group Assignment box in the Company Profile.
Define group names.
Add users to groups.
Note: A user can only belong to one group.
Navigation
Company Profile
Admin > Company Administration > Company Profile > Default Group Assignment check box
Group Details
Admin > User Management & Access Control > Public Sharing Groups > New Group
Delegating Groups
If you delete a group, group members will have to sign out and back in again or they might
receive an error when they try to create new records.
Tip
Add the Primary Group field to your Account, Contact, Opportunity, Task, and Appointment
page layouts if you use group assignment.

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Delegated Users
Employees may give other employees access to the records
they own and those shared to them.
Account 1
Account 3
Opportunity 1
Opportunity 2
Opportunity 3
Account 1
Account 2
Account 3
Account 4
Opportunity 1
Opportunity 2
Opportunity 3
Opportunity 4
Opportunity 8
Delegated

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Other Access Control: Delegated Users
You may delegate access to your records to other users on
your personal profile.
Your delegated users are given the same access to records
that you have.
Administrator Privilege for Delegating Users
If your role has the Manage Delegated Users privilege, you can assign delegated users for other
users, not just for yourself. You can do this on the User Detail page.

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Tips for Success
Ensures that users have access to these
related information sections if they need
to build ad hoc teams
Add account or
contact teamrelated
information sections
to page layouts.
Users cannot access team-shared
records unless the Has Access check
box is checked in their roles for the
record type.
Make sure that users
have access to the
record types for which
they are on a team.
Enables users to see which group a
record owner belongs to
Can use the field for filtered lists
When using group
assignment, add
Primary Group field to
page layouts.

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Summary
Describe how team record-sharing is used
Define what is meant by groups and explain how they affect
data visibility and access
Define delegated users

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Role Setup

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Lesson Objectives
Modify access profiles to control specific access rights to
records
Copy, edit, and create roles to satisfy business requirements
All employees must have a user profile (with the right access
profiles and role) to meet their job-role requirements.

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1
Edit or Create
Access
Profiles
2
Edit or Create
Roles
Edit predefined roles to meet
user requirements.
Create new roles as needed.
Edit predefined access
profiles or create new ones to
meet user requirements.
3
Create User
Profiles
Check user licenses.
Enter user details, including
role and manager.
4
Maintain
Users
Set up quotas.
Update user details.
User and Role Setup Tasks
Covered in the Next Lesson

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Role Setup: Edit or Create Access Profiles
Edit or Create
Access
Profiles

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Access Profiles
Access profiles are assigned to a role to provide the detailed
access settings for users with that role.
Access profiles can be used for multiple roles.
Copy, edit, or create new profiles to customize access rights.
Navigation
Admin > User Management & Access Controls > Access Profiles

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Access Profile Step 1
Specify general details for the access profile.
Name and description
Grantable to account and opportunity team members or not
Grantable to book of business users or not
When done,
click Next.
Navigation
Admin > User Management & Access Controls > Access Profiles > New button or Edit link
Grantable to Team Members
Check this check box to make the access profile available for assigning to team members in
account, contact, or opportunity teams.
Grantable to Book Users
This option is only available if your company has the Book of Business feature enabled. Check
this check box to make the access profile available for assigning to book users.
Books of business are discussed in detail in the next lesson in this course.
Disabling an Access Profile
You can disable an access profile by checking the Disabled check box. The profile will still be
in effect for any roles, account or opportunity teams, or book users that it was already associated
to. However, you can no longer see it in lists to associate it to other roles, team members, and
book users.

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Access Profile Step 2
Choose the access level for each record type.
Available values are Read-Only, Read/Edit, and
Read/Edit/Delete.
Access to records related to each record type can be
modified by clicking the Related Information link.
Click Related Information to set
access rights to related records.
When done,
click Finish.
Related Information
Click the Related Information link for any record type to set the access levels for the related
information sections on the record type detail page (for example, the service requests related to
an account).
Keep in mind that related information sections are not available to users unless an access level
of at least Read-Only is set for the role. When you create a new role, all access levels are set to
No Access, until you change them.

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Related Information Access Levels
Access levels available for related records depend on the
relationship.
1:M relationship between primary record types (for example,
Account:Opportunities)
Access level controls access to opportunities
listed on the Account Detail page.
If View is selected, the actual access level for
opportunities is set at the Opportunity level.
1:M
Signifies a one-to-many relationship, which means that a single record of one type can be linked
to multiple records of another type. In the example listed above, one account record can have
multiple linked opportunity records.
No Access
The related information section still appears on the page (unless it is removed from the layout),
but the user will not see any records in the section.
Read-Only
The user will have read-only access to the records listed in the related information section,
regardless of the primary access level set for the record type.
View
The access level to the records in the related information section is set at the primary access
level for the record type. In this example, the access level set for the Opportunity record type is
available for the opportunities listed on the Account Detail page.

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relationship.
M:M relationship between primary record types (for example,
Account:Contact)
Access level controls access for the contacts in the
Contacts section of the Account Details page.
M:M
Signifies a many-to-many relationship, which means that multiple records of one type can be
linked to a single record of the other type, as well as the reverse. In the example listed above,
one account record can have multiple linked contact records. Also, one contact record can have
multiple linked account records.

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relationship.
Relationship between a primary and non-primary record
types (for example, Account:Notes)
Access level controls access for the notes in the
Notes section of the Account Details page.

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Demonstration
Access Profiles

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Edit or Create
Access
Profiles
2
Edit or Create
Roles
user requirements.
Role Setup: Edit or Create Roles

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Make the Roles Fit Your Users Needs
Siebel CRM On Demand has nine predefined roles; use these
as starting points for assigning roles to your users.
No existing role is close to users needs. Create new role
Users needs are similar to those in the
predefined role, but not identical.
Copy (and modify)
existing role
The predefined role already meets your
users needs.
Use predefined role
Best Choice When: Option:

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Assign a Role to a User
To assign a role to a new user:
Select one of the roles from the Role drop-down list in the
user profile.
Assign the role in the
user profile.
Navigation
Admin > User Management & Access Control > User Management > last name of user

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Editing, Copying, and Creating Roles
Use the Role Management Wizard to edit, copy, or create roles.
To create a new role,
click New Role.
To copy an existing
role, click Copy.
To edit an existing
role, click Edit.
Navigation
Admin > User Management & Access Control > Role Management

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Demonstration
Copying and Modifying a Role

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Role Management Wizard Step 1
When creating or copying a role, assign it a new name.
Enter other information if appropriate.
If editing an existing role, retain the role name.
When done,
click Next.
Navigation
Admin > User Management & Access Control > Role Management

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Assign basic access rights to each record type.
Has Access: User can access this type of record, but the
specific level of access is defined in the access profile.
Can Create: User is able to create records of this type.
Can Read All Records: User is able to see all records of
this type regardless of record ownership.
When done,
click Next.

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Select the Default and Owner Access profile.
Default Access applies to records not owned by the user.
Owner Access applies to records owned by the user.
When done,
click Next.

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Specify the privileges associated with the role.
When done,
click Next.

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Specify the default tabs and tab display sequence for the role.
Note: If the user has no access to records, the tab
will not appear, even if you assign it in this step.
When done,
click Next.
Use these arrows to move
tabs between windows.
Use these arrows to set
the default tab sequence.
Not Available
This tab is not visible to users with the role.
Selected
This tab appears on the default layout for the role.
Available
This tab does not appear on the default layout for the role, but users may add it to their Personal
Layout.

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Specify the default record type page layouts for the role.
Note: If the user has no access to records, the page will
not appear, even if you assign a layout in this step.
When done,
click Next.

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Specify the default record type search layouts for the role.
Note: If the user has no access to records, the search will
not be available, even if you assign a layout in this step.
When done,
click Next.

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Specify the default homepage layouts for the role.
Note: Only the record types that have customizable homepage
layouts are shown here. Users must have access to the record
type to view the homepage, regardless of what is selected here.
When done,
click Finish.

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Discussion
What are the advantages and disadvantages of each method:
creating new roles, modifying default roles, copying and
modifying default roles?

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Helps ensure that each user will have the
access they need for their job role
Plan role criteria and
access levels
carefully.
Tips for Success
Allows you to go back and copy and
modify, if necessary
Rename the pre-defined roles and
access profiles with a zzz- to move them
at the bottom of the list.
It is easier to start with an access profile
that is close to what you need, rather
than starting from scratch.
Copy and modify an
access profile instead
of creating a new one.
Keep the pre-defined
access profiles and
roles.

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Summary
Modify access profiles to control specific access rights to
records
Copy, edit, and create roles to satisfy business requirements

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Lab
Modify an access profile to meet business requirements
identified in the case study
Create a new role to meet business requirements identified
in the case study

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User Setup

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Lesson Objectives
Create users with the correct roles and reporting assignments
Set up a sales quota for a user
All employees must have a user profile (with the right access
profiles and role) to meet their job-role requirements.

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1
Edit or Create
Access
Profiles
2
Edit or Create
Roles
user requirements.
3
Create User
Profiles
role and manager.
4
Maintain
Users
Set up quotas.
User and Role Setup Tasks
Covered in Previous Lesson

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1
2
Edit or Create
Roles
user requirements.
3
User Setup: Create User Profiles
Create User
Profiles
role and manager.
Edit or Create
Access
Profiles

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Check User Licenses
User license information is listed in the Company Profile.
Subtract the number of active users from the total licensed
users to see how many users can be added.
The total number of
licenses the
company purchased
Navigation
Admin > Company Administration > Company Profile

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Enter User Details
User details can be entered to create profiles in three different
ways:
Click the New User button to individually enter user details.
Click the Quick Add button to add up to five users.
Import user details directly to the database.
Navigation
To access the User Edit page:
Admin > User Management & Access Control > User Management > New User button
To access the Quick Add page:
Admin > User Management & Access Control > User Management > Quick Add button
To access the User Import Assistant:
Admin > Import and Export Tools > Launch the Users Import Assistant

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Poll
How will you enter your employees as users into CRM On
Demand?

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Enter User Details: New User Button
Opens a user form for manual entry of user details
Click the Lookup icon to
select a manager for the
Reports To field.
Select a
role.
Fill in all
required fields
(those in red).
Save the
profile.
Navigation
Admin > User Management & Access Controls > User Management > New User button
Customizable User Detail Page
You can customize the User detail page to meet your company requirements. This means that you
can add and remove fields, rename fields, and add new values to drop-down lists. You can also move
the fields and sections around on the page. Field and page customization is discussed later in this
course.

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Enter User Details: Quick Add Button
Opens a form to add up to five users at one time
You can only enter required details.
You must open each user profile individually to add a
manager to the Reports To field.
Check the Email Password
check box if you want the user
to have immediate access.
Select a role for
each user.
Save the
profiles.
Navigation
Admin > User Management & Access Controls > User Management > Quick Add button
To Add a Manager to the Reports To Field
Admin > User Management & Access Controls > User Management
Click a user name to open the profile.

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Demonstration
Creating a User

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Enter User Details: User Import
Allows import of up to 500 user profiles at one time
Prepare data carefully before importing it.
Use user import when you have many user profiles to create.
User details are saved
directly to the database.
An import assistant is
accessed.
A list of the user details
is prepared.
Note: Importing data will be discussed in detail later in the course.
Importing Users
The User Information tab in the User and Role Setup template provides a convenient place for you to
add your users in an import-ready format.

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1
2
Edit or Create
Roles
user requirements.
3
Create User
Profiles
role and manager.
4
Maintain Roles
and Users
Set up quotas.
User Setup: Maintain Users
Edit or Create
Access
Profiles

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Sales Quotas
Can be set up to track sales revenue targets
One or more quotas are individually set up for each user.
Users can set up their own quotas.
Users with the Manage Users and Access privilege can set up
quotas for any user.
Are tracked through automatically generated forecasts
Forecasts display the total of all active quotas for the month.
Navigation
To access the Forecast Detail page:
Forecasts Tab > Drill down on Forecast Date

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To Set Up a Quota
1. Open the user profile.
2. Click the New Quota button.
3. Enter quota details and click the Save button.
Quota can be set each month, or it can be evenly spread.
Fill in all required
fields (those in red).
... enter a yearly
quota.
Enter target
revenue for each
month, or ...
Adds the monthly
quotas for the Total
Quota field.
Evenly spreads the
quota over 12 months.
Navigation
Admin > User Management & Access Controls > User Management
Click a users name to open the user profile.
Scroll to the Quotas section to click the New Quota button.
Year
The Year field indicates the fiscal year for which the quota applies. The fiscal year impacts how
some reports are presented, particularly those that present quarterly data.

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Demonstration
Quotas

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Update User Details
Keep user profiles up-to-date as information changes.
Users can update some details on their own profiles.
Administrators can update any user profile.
Click the Edit button to
update the profile.
Navigation
Admin > User Management & Access Controls > User Management.
Click the name of a user to open the user profile.
Passwords
If you change the user ID of an existing user, you must also reset his or her password. When you
click the Reset Password button, a new password is emailed to the user at the email address listed in
the user profile.

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Keeps users from accessing the
application before you complete your
setup.
Do not check the
Email Password
check box when first
setting up users.
Tips for Success
Makes sure that managers have the
right access to their team members
records.
Always fill in the
Reports To field in a
user profile.

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Summary
Create users with the correct roles and reporting
assignments
Set up a sales quota for a user

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Lab
Create user profiles by using the details documented in the
User and Role Setup template
Set up a sales quota for a sales user

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Book of Business

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Lesson Objectives
Describe the Book of Business feature and why you use it
Set up a book of business hierarchy
Give users access to books, and update roles and access
profiles
Display and use the Look In Selector
Add records to books
The Book of Business feature allows you to set up a very
flexible data access model for providing access to specific
groups of records.

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User Role
Assignment
Defines user
access to
records, tabs,
features, and
page layouts
Required for
every user
Manager
Visibility
Allows
managers to
see the
records
owned by
their direct
reports
Best for
companies
with 100 or
fewer users
Team-Record
Sharing
Gives a user
access to a
single
account,
contact, or
opportunity
record
Best for one-
time, or short-
term access
needs
Books of
Business
Gives users
specific
access to
segments of
data
Most flexible
option for
complex
requirements

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Books of Business
Book users have access to the records in the books to which
they are assigned.
Account 1
Account 3
Opportunity 1
Opportunity 2
Opportunity 3
Account 2
Account 4
Opportunity 4
Opportunity 8
Account 4
Account 5
Opportunity 5
Opportunity 6
Opportunity 7
Parent Book

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What Is Book of Business?
A way to segment and share records across complex
organizational units
A hierarchy of books is set up to:
Allow segmentation of records based on business drivers
such as territory, industry, and product
Give individual users the appropriate levels of access to all or
part of a book hierarchy
Companies can define multiple book hierarchies (books of
business).
Users can have access to one book hierarchy or to several,
all, or none of the book hierarchies.
Book of Business is not available for standard CRM On Demand accounts. Therefore, this
feature might not be available for your company. To learn more about how to have this feature
enabled for your company, contact your Company Administrator or On Demand Customer Care.

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Book of Business Example:
Territories and Products
Challenge:
Company has product
and sales organizations.
Records are owned by
reps in sales territories.
Records are needed by
multiple product groups.
Commercial & Investment
Banking Products
Cash & Treasury
Management
Capital Markets Lending
United States
Mid- west Region
Kansas Market
Buffalo Grove Northbrook
East Region
Chicago Market
West Region
Account 1
Account 2
Account 3
Account 4
Account 5
Account 6
Account 7
Sales Group Organized by Territory Products Group Organized by Product Line

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Book of Business Example:
Territories and Products
Solution:
Records are
grouped in books;
some records are in
several books.
Books are assigned
to users in sales
territories and
product groups.
Account
Commercial & Investment
Banking Products
Cash & Treasury
Management
Capital Markets Lending
United States
Mid-west Region
Kansas Market
Buffalo Grove Northbrook
East Region
Chicago Market
West Region
Account 1
Account 2
Account 3
Account 4
Account 5
Account 6
Account 7
Account 1
Account 3
Account 5
Account 7
Account 1
Account 2
Account 3
Account 4
5
Account 6
Account 7
Account 3
Book of Business Hierarchy Territories Book of Business Hierarchy Product Lines

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Book of Business with Other Access Features
Book of Business does not replace other data access
controls, such as:
Access profiles associated to user roles
Record ownership
Manager visibility
Team sharing or group assignment
User delegation
Book of Business is an additional feature that gives the
flexibility to ensure that your users can access the records
that they need.
Records may be added to one or more books.
Users may be given access to one or more books.

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Book of Business Setup
1
Set Up Book
of Business
Hierarchy
2
Give Users
Access to
Books
Determine how your company
will organize books.
Create the book hierarchy.
3
Display the
Look In
Selector
4
Add Records
to Books
Edit the Company Profile.
Set the default Look In
Selector setting for users.
Edit access profiles to meet
user requirements.
Add users to books.
Manually add a record.
Batch assign a list of records.
Use Workflow to automatically
assign records.

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Set Up Book
of Business
Hierarchy

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Book of Business Hierarchy
Books are organized in a hierarchy.
Books can have sub-books, which can have sub-books, and
so on.
In the example book of business hierarchy shown here:
The USA book contains child books for six different regions.
Access granted to the USA
book also gives access to its
sub-books.
Access granted to the
USA-SouthEast book only gives
access to that single book,
since it has no sub-books.

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Plan the Book of Business Hierarchy
Plan the book of business hierarchy carefully.
Identify the books and sub-books that will segment the data
appropriately.
Identify the books and sub-books that will give you the right
amount of control over who sees which records.
Identify the users that will need access to the records in the
books and sub-books.
Identify any additional access profiles that you need to
create to give the right access to the books.

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Create a Book of Business Hierarchy
Create the book records needed to build the book of
business hierarchy.
Identify the parent book if the new book is a sub-book of
another book.
Indicate whether or not the book can contain data.
Book Type is a customizable field that can be used to
indicate the type of hierarchy to which the book belongs.
Navigation
Admin > Book Management > New
To create a book of business, the Book Enabled check box on your Company Profile must be
checked and you must have a role with the Manage Books privilege.
Can Contain Data Check Box
In some cases, a book is needed in a book of business hierarchy so that users have the right level
of access to the records in its sub-books, rather than as a container of records itself. If this is the
case, the Can Contain Data check box should not be checked on the book record. Check the Can
Contain Data check box only if you want to allow the records to be assigned to the book.

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Demonstration
Creating a Book Hierarchy

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Set Up Book
of Business
Hierarchy
2
Give Users
Access to
Books
user requirements.
Add users to books.

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Updating Access Profiles
When a user is added to a book, an access profile must be
selected.
The selected access profile determines the level of access
the user will have to the records in the book.
The access profile must be grantable to book users to be
available.

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Associating Users with Books
Users are added to books in the Book Users section of the
Book Detail page.
Click the Add Users button.
Select user, book user role, and access profile.
Book User Role is a customizable field that can be used to
name the roles that users have on a book.
The Access Profile drop-down list displays only those access
profiles that are grantable to book users.
User Profile
You can associate an individual user to a book via the Assigned Books related information
section on the User Detail page. Here, you can assign up to five books at a time to the user.
You might have to add the Assigned Books related information section to your User Detail page
layout prior to performing this task.

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User Delegation
Users may have one or more delegated users assigned in
their user profiles.
Users with the Manage Delegates privilege can modify user
delegates.
Delegated users inherit the principal users access level on a
per-record basis.
Delegates are not given access to records marked Private.
Delegated users are not automatically associated with the
books of the principal user.

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Demonstration
Giving Users Access to a Book

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Set Up Book
of Business
Hierarchy
2
Give Users
Access to
Books
3
Display the
Look In
Selector
user requirements.
Add users to books.

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Look In Selector
The Look In Selector allows book users to specify the book or
books from which to retrieve data when:
Searching for a record
Creating a new list or opening a saved list
Running a report

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Displaying the Look In Selector
Check the Display Look In Selector check box on the
Company Profile page.
Set a default Look In setting for each user on the User Detail
page.
If set, the specified book becomes the default context for the
user for all record types.
A default per-record type can be set on the user detail page.
If a user selects a different book in the Look In Selector, it
remains the default for the rest of the session.

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Using the Look In Selector
Select the book that you want to display in your search results
and lists.
All + displays all records that you have access to and
records associated with all books.
Select a specific book to see
only the records associated
with that book.
Check Include Sub-Items
to include data from sub-
books.
You see only the books that
you have access to.

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Demonstration
Displaying and Using the Look In Selector

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Set Up Book
of Business
Hierarchy
2
Give Users
Access to
Books
3
Display the
Look In
Selector
4
Add Records
to Books
user requirements.
Add users to books.
Manually add a record.
Batch assign a list of records.
Use Workflow to automatically
assign records.

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Associating Records with Books
In the Books section on a record detail page, click the Add
button.
Records can be associated with more than one book.
Do not add more than 30,000 records to one book.
Books Related Information Section
You might have to give access to the Books related information section on the record detail
pages to perform this task. To do this:
1. Edit the access profiles for the appropriate role.
a. Specify the access level for the Books related information section for each type of
record for which you want to display the Books section.
b. Click Finish.
2. Edit the detail page layout for each record type
a. Move the Books related information section to the Displayed Related Information box.
b. Click Save.

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Batch Assign a List of Records
You can add all of the records in a list to a book.
Create a filtered list of records that you want to assign to a
single book.
Click the Menu button and then select Batch Assign Book.
You can also replace or remove a book assignment from the
records in the list.
Privilege
You must have a role with the Manage Books privilege to perform this task.
Navigation
Open a list from any record type homepage, or click the New button in the list section of the
homepage to create a new list.
Click the Menu button at the top of the list page and select the Batch Assign Book option.

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Batch Assign a List of Records
Select the book to which you want to add the records, and then
specify the Assignment and Apply To options.
When adding a book assignment, the Apply To setting is
ignored.
When removing or replacing a book assignment, Apply To
determines which records are affected.
Manual Association affects records that were manually added
to books.
Automatic Association
affects records that were
automatically added
to books.
Click the Assign button.
Assignment Options
Each of the assignment options is described at the bottom of the Batch Assign Book page.

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Use Workflow to Assign Records
A workflow is:
A set of automated actions that are performed when certain
conditions are met
You can set up workflow rules to automatically:
Add book assignments to records
Replace or remove book assignments on records
Stay Tuned for more details about workflow rules later in this course.
Workflow is not available for standard CRM On Demand accounts. Therefore, this feature might
not be available for your company. To learn more about how to have this feature enabled for
your company, contact your Company Administrator or On Demand Customer Care.

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Demonstration
Adding Records to a Book

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Makes it easy to set up the right access
profiles, book records, and book user
associations
Avoids confusion caused by incomplete
or incorrect book assignments
Can create confusion when trying to
assign the right access to the right users
Helps you define clear rules for record
assignment and book user access levels
Allows you to control whether or not
users can view, add, and remove book
associations for their records
Set the level of access
that users should
have to Books related
information sections.
Do not add a record to
books at different
levels of the same
hierarchy.
Carefully plan the
book of business
hierarchy and user
access requirements.
Tips for Success

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Summary
Describe the Book of Business feature and why you use it
Describe how Book of Business interacts with the other data
access features
Set up a book of business hierarchy
Give users access to books, and update roles and access
profiles
Display and use the Look In Selector
Add records to books

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Lab
Create a book hierarchy based on the Case Study
Add users to a book
Add records to a book

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Customizing Fields

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Lesson Objectives
Document required customizations to fields and pages
Create custom fields and re-label existing fields
Add or change picklist values
Set up cascading picklists
Configure field validation rules
Map lead conversion fields
Customizing fields helps you reflect the unique data
requirements of your company.

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Poll
In CRM On Demand, will your company be making changes to
fields or adding new fields?

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Customizations
What can you do to customize Siebel CRM On Demand?
Add custom
fields.
Change field
labels.
Set default
values.
Arrange fields
within the page.
Make fields required
or read-only.
Change
object names.
Rename page
sections.
Change
values in a
picklist.
Link
cascading
picklists.

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Customize Siebel CRM On Demand
Set default values for fields.
Set field validation.
Make fields required or read-
only.
Gather business requirements.
Document customizations.
Add new custom fields.
Rename existing fields.
Add or change picklist values.
Customize
Fields
Other
Changes
Rename record types.
Change record type icon.
Map fields for lead conversion.
1
2
3
4
Prepare
Customize
Field
Defaults

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Prepare for Customizing CRM On Demand
1
Prepare

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Custom Field Setup Template
Designed to help you organize your requirements for adding or
modifying fields
For each record type, document the following on the Field
Setup template:
New display names for existing (standard) fields
New or relabeled values in picklists
Attributes for custom fields (field type, label, and picklist
values, if appropriate)

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Document Required Customizations
Use the provided template to document your desired
customizations.
Custom Field Setup template
Obtain the template from the Training and Support Center or
from Online Help.

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Demonstration
Field Setup Template

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Public Chat
What is customized during the field setup?

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Customize Fields
Customize
Fields
1
2
Prepare

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Field Administration
Administer default and custom fields for each record category.
Create new
custom fields.
Relabel fields.
Edit field picklists.
Edit field
parameters.
Navigation
Admin > Application Customization > Account > Account Field Setup

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Rename Existing Fields
Rename an existing field to change the field name that users
see on the page.
Navigate to: Admin > Application Customization > Record
Type > Record Type Field Setup.
3. Click Save.
1. Click
Rename Fields.
2. Type the new display name
over the old display name.

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Indexed Fields
Every record type includes a set of indexed fields.
Indexed fields are optimized for search and list queries.
Using these fields provides faster search and list results.
Use indexed fields for information that users:
Use often in their daily work
Often need to search for, or to display and sort in lists
To use the indexed fields:
Relabel the fields.
Add picklist values
(for picklist fields).
Add the fields to
appropriate page
layouts.
Performance Tip
Always use indexed fields for the information that users will most often want to use for searches
and lists. This is one of the best ways to ensure that users see fast results when they run their lists
or execute their searches.

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Add New Custom Fields
Create new fields to meet your specific business requirements.
Navigate to Admin > Application Customization > Record
Type > Record Type Field Setup.
2. Enter the display name.
4. Click Save.
1. Click New
Field.
3. Select the field type.

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Field Types
Field type is an integral attribute of the field and cannot be
modified after initial creation.
There are limits to how many of each type of custom field
you can create (per record type).
Check box - 35
Currency - 25
Date/Time - 25
Date - 25
Integer - 35
Multi-Select Picklist - 10
Number - 33
Percent - 30
Phone - 10
Picklist - 100
Text (Long) - 30
Text (Short) 45 (70 for
opportunity records)
Web Link 100
Custom Field Limits per Record Type
Custom Field Limits
The above limits to adding custom fields are for each record type.
Text Field Lengths
You can select either a short text field or a long text field (with lengths of 40 characters and 255
characters, respectively).

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Adding Custom Picklist Values
After creating a custom picklist field:
Enter all values that you want the user to be able to choose
from.
Mark the values for translation if they need to be flagged for
translation into other languages.
The No Values item:
Inserts a blank at
the beginning of
the drop-down list
of values
Cannot be
changed
Type new picklist values
directly in the list.
Click to add
more values.

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Modifying Picklist Values
For existing fields, you can add to or modify picklist values.
Type new picklist values
directly in the list.
Select Disabled if
this value should
not appear.
Click to add
more values.
Modifying Picklist Values
It is best to disable existing picklist values if you do not want to use them, and then add new
values if you need them. This practice ensures that you do not impact prebuilt lists and reports.
Reports and Analyses
Edited picklist values are not reflected in reports and analyses until the next day.
Real-time reports only reflect edited picklist values for custom fields up to a certain number per
record type:
40 each for Account, Contact, and Opportunity
20 each for Lead, Activity, and SR
10 each for Product and Campaign
5 each for Asset and Product Revenue
Industry Picklst
The Industry picklist, which tracks the business type of an account, is a special case and cannot
be edited as shown on this page. To modify the Industry picklist, navigate to Admin > Data
Rules & Assignment > Industry Definition, where you can edit the Industry picklist.

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Linking Picklists
Picklists can be linked together to create cascading picklists.
First, create/modify the picklists you will link, and then use the
Cascading Picklists Setup Wizard to link the picklists.
Type > Record Type Cascading Picklists.
Cascading Pick List
A cascading picklist is a picklist that provides a list of values based on the selection in a parent
picklist. The picklists are related to one another using the Cascading Picklist Setup Wizard.

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Add Custom Multi-Select Picklists
A multi-select picklist field is created like any other picklist
field.
Select Multi-Select Picklist for the field type.
Click the Edit Picklist link to create the picklist values.
When added to a page layout, the multi-select picklist allows
users to look up and add one or more values to the field.
The user clicks the
Lookup icon to select
the values for the field.
The user selects from available
values and adds them to the field
using the arrow buttons.
Multi-Select Picklist Values
Values in the multi-select picklist are separated by commas. This is a consideration when
searching or filtering lists and reports on a multi-select picklist field.
Page Layout Tip
When placing a multi-select picklist field in a page layout, it is best to place it at the bottom of a
page section. Because its field height is greater than most other types of fields, the spacing
between adjacent fields will be expanded.
Page layouts are described in detail in another lesson.

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Public Chat
List some examples of when you might create a text field
versus a new picklist field.

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Web Link Fields
Custom fields that allow you to place a hyperlink to an external
Web site or Web-based application.
Pass information from the CRM On Demand record as a
parameter in the URL, if needed.
For instance, the stock symbol for a company can be passed
in a URL for the Hoover's Web site, or an address can be
passed in a URL for a Web-based mapping tool.
Click the Web link field
here to
see a map of
the Account
address location.

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Configuring Web Links
Create custom Web links for any On Demand record type.
Provide:
URL that the Web link
should access
Option for opening the
Web page
Field parameters from
the drop-down lists to
pass in the URL
Text you want displayed
for the hyperlink
Add the Web link field to a page layout.
Use target URL
syntax to pass
parameter
information in
the URL string.

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Characteristics of Custom Fields
Custom fields:
Can be used in reports, analyses, search, and managed lists
Cannot be seen or used until they are explicitly added to a
custom page layout
Do not appear on related information sections below detail
pages
Cannot be deleted; however, they can be reused, or they
can be omitted from any layout
The field type cannot be changed.
Must be manually translated into other languages
Note: You must edit an existing page layout or create a new one for
each role that needs to view or use any custom field.
Reusing Custom Fields
Keep in mind that you cannot change the type of the field, nor can you retain a history of the
previously used name if you reuse a field. A better practice might be to remove the field from all
page layouts and create a new custom field for your purposes.
However, if you do want to remove all of the data in a custom field and reuse it for another
purpose, you can use the import and export tools. Export all of the records for the type of record
that includes the field you want to reuse. Remove all of the values in the column for the field
that you want to reuse (except for the column heading in the first row). Then import the .csv file
selecting the Overwrite option.
Data import is discussed in the Data Import Workshop.

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Demonstration
Creating New Custom Fields

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Customize Field Defaults
only.
Customize
Fields
1
2
3
Prepare
Customize
Field
Defaults

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Set Default Value
If a field will typically contain the same value for most records,
consider assigning a default value to the field to increase user
efficiency.
Advanced field management is not available for standard CRM On Demand accounts.
Therefore, all options for this feature might not be available for your company. To learn more
about how to have this feature enabled for your company, contact your Company Administrator
or On Demand Customer Care.
Making a Field Required or Read-Only
You can make a field required or read-only by clicking the check boxes on the Field Edit screen.
If you set a field to required or read-only on this page, it affects the field for ALL users of the
application, regardless of role or access level.
It is possible to make a field required or read-only for specific page layouts, which are then
assigned to roles. This is the recommended approach.

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Default Value Expressions
Different field types and complexities require different
expressions in the Default Value field.
Expressions are written using the Siebel Expression Builder
language.
If(LookupName(ACCOUNT_TYPE,[<Acco
untType>]) = Partner, This is a Partner,
This is not a partner)
Add default text to a
text field based on the
value selected in
another field.
LookupValue("ACCOUNT_TYPE",
"Prospect")
Select a default value
from a picklist.
Enter default value for text fields inside
single quotes
Add default text to a
text field.
Example Default Requirement

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Expression Builder
Use the expression builder for help with writing more complex
expressions.
Select fields, functions,
and values to add to
your expression.
Links to the Syntax Guide
and Sample Expressions
will help you learn and
explore the Expression
Builder language.

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Post Default and Validation
If you check the Post Default check box:
Field is not populated with a default value at creation; instead,
it is populated when the record is saved.
If the user populates the field manually, the default value is
not used; user input takes precedence.
Field validation provides rules to check the values that are
entered in a field.
If the user enters a value that does not pass validation,
the specified error
message appears.
The field validation feature is not available for standard CRM On Demand accounts. Therefore,
this feature might not be available for your company. To learn more about how to have this
feature enabled for your company, contact your Company Administrator or On Demand
Customer Care.

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Demonstration
Field Defaults

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Other Changes
only.
Customize
Fields
Other
Changes
Rename record types.
Change record type icon.
Map fields for lead conversion.
1
2
3
4
Prepare
Customize
Field
Defaults

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Changing Record Type Names and Icons
Change display names for record types.
New names are reflected in most parts of the application,
including tabs, list names, fields, buttons, and page names.
Change icon for record types.
Note: Renamed record types appear with their original default
names in reports, not with the new display names.
Renaming Record Types
Admin > Application Customization > Customize Record Types

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Demonstration
Renaming Record Types and Page Sections

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Customizing Lead Conversion
You can specify which fields get populated with data in
accounts, contacts, and opportunities when leads are
converted.
Information from
the lead record
automatically
populates the other
records when the
lead is converted.
Conversion
to Contact
Conversion
to Account
Lead Conversion
By default, some information from the Lead record is carried over to the relevant areas in the
Account, Contact, and Opportunity records that are created during the lead-conversion process.
However, the Administrator can change these default field mappings to meet a companys
specific requirements.

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Lead Conversion Mapping
Specify which fields from lead records map over to accounts,
contacts, and opportunities created during lead conversion.
Choose fields to
map to lead fields
from picklists.
Custom fields in
leads and other
record types can
also be mapped.
Lead Conversion Mapping
Admin > Data Rules & Assignment > Lead Conversion Mapping

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Demonstration
Lead Conversion

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The new name appears in most places in
the applicationbut not all.
Users need to be aware of omissions to
avoid confusion.
Tips for Success
Too many fields on a page can be
discouraging to business users.
Too many required fields can make it
difficult for your users to add new
records.
Make a field
required only if it
contains critical
information for your
business.
Create custom fields
only when necessary.
Inform your users if
you change the name
of a record type.

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Summary
Document required customizations to fields and pages
Re-label existing fields
Add or change picklist values
Set up cascading picklists
Add default values
Configure field validation rules
Map lead conversion fields

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Lab
Document customization requirements from the provided
business scenario
Rename a record type
Relabel existing fields
Edit picklists
Specify lead conversion field mapping

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Customizing Page Layouts

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Lesson Objectives
Describe how user roles affect page layouts
Create a static page layout
Create a dynamic page layout
Create a homepage layout
Organize homepage lists
Create a search layout
Customize audit trails
Customizing pages helps you reflect the unique workflow and
business processes of your company.

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Poll
Will your company be making changes to pages in CRM On
Demand?

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Customize Siebel CRM On Demand
Modify roles to assign static and
dynamic page layouts.
Arrange fields on user pages.
Make fields required or read-only.
Rename page sections.
Other
Changes
Configure homepage and search
layouts.
Customize audit trails.
1
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4
Associate
Layouts to
Roles
Customize
Page
Layouts
Prepare

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Prepare for Customizing CRM On Demand
1
Prepare

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Document Required Customizations
Use the provided templates to document your desired
customizations.
Custom Page Layout template
Homepage Layout template
Search Layout template
Obtain the template from the Training and Support Center or
from Online Help.

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Custom Page Layout Template
Helps you organize your requirements for laying out the design
of pages
For each record type, document the following in the Custom
Page Layout template:
Layout name and role or roles that should have the layout
Fields that are required or that should be read-only
Placement of fields on page layouts
Custom fields that need to be added to the page
Display sequence of associated lists
New or changed page section names

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Homepage Layout Template
Helps you organize your requirements for laying out the design
of record homepages
For each record type, document the following in the
Homepage Layout template:
Homepage layout name and role or roles that should have the
layout
Placement and sequence of sections on homepage layouts
Custom reports to be added to the page

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Search Layout Template
Helps you organize your requirements for the search box and
search results pages
For each record type, document the following in the Search
Layout template:
Search layout name and role or roles that should have the
layout
Up to seven fields that should be shown in the search box
Up to nine fields to be displayed on the search results page

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Example: Customizing the Page Layout
Make the
Account
Type field
read-only.
Rearrange the
fields within the
page.
Make the Location
field required.
Make the Main Phone
# field required.
Rearrange the order of the associated
information sections.
Add custom
fields to the
page.
My Setup
Users can customize certain aspects of their page layouts by using My Setup > Personal Layout
pages.
Once you make these things available to their roles, users can choose:
Which related information sections appear on their detail pages and in what order
Which sections appear on their homepages and in what order

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Demonstration
Page Layout Templates

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Public Chat
What is customized in the page layout?

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Customize Fields
1
2
Customize
Page
Layouts
Prepare

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Administering Page Layouts
All roles have a default layout for the detail page of each
record type.
Custom layouts can be set up for the detail pages of each
record type and can be associated to one or more roles.
Navigation
Admin > Application Customization > Record Type

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Page Layout Wizard
After you click the Page Layout link, click New Layout for a
wizard that guides you through creating a layout.
Note: Use the information you documented in the Page Layout template
to set up your layouts.
Step 1
Specify the
layout name.
Step 2
Specify field
attributes for
all fields.
Step 3
Specify field
placement on
the page.
Step 4
Set display
order for linked
records.

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Demonstration
Page Layout Wizard

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Step 1: Specify the Layout Name and Role
Enter a layout name that best describes who the layout is
designed for.
Note: You can have only one custom layout for each record type per role.
Additional roles can be copied and assigned if you need further
segmentation of page displays for your users.
Navigation
Admin > Application Customization > Record Type Setup Record Type > Record Type Page
Layout

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Step 2: Specify Field Attributes
Set field attributes for the role-specific layout, including:
Whether the field is required
Whether the field is read-only
A field cannot be modified if the Read
Only check box is checked.
Note: Some default fields are not editable if they are needed for core
application functions.
Navigation
Layout

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Step 3: Specify Field Placement on the Page
Place the fields on the page according to importance and
commonality of information.
Consider ease of use when designing your page layouts.
Resulting Page
1 2
3 4
5
6
Page Layout Wizard
1 2
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Navigation
Layout
Page Sections
If you do not place any fields in a page section in the Page Layout Wizard, the section will not
appear on the resulting page at all.

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Specifying Field Placement
Use these arrows to
move fields in and
out of the layout.
Use these arrows to
move fields within
the page layout.
Keep fields here
that you do not
want displayed
on this page
layout.
Add custom fields to
the layout.
Custom Fields in Layouts
Custom fields must be added to a page layout to make them visible. When you create a new
layout, custom fields appear in the Available Fields box. You must manually add them to a
section of the page in the layout.

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Step 4: Set Display Order for Linked Records
Define how related information sections are displayed.
The sections display other information associated with the
record, such as Notes, Activities, Partners, and so on.
Keep sections here that you want
available to the user, but not
displayed, in the default layout.
Set the sequence of
the sections.
Keep sections here that you
do not want users to be able
to add to this layout.

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Renaming Page Sections
All record type detail pages have sections that can be renamed.
Before Renaming
After Renaming
Edit sections on
custom layout
Navigation
Admin > Application Customization > Record Type Layout > Edit Sections link

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Dynamic Page Layouts
A user might require different page layouts for the same
record type depending on certain record attributes.
For example, the user might need a different set of fields to
record information about a customer contact versus
information about a partner contact.
Dynamic page layouts allow you to create multiple page
layouts that are driven by the value that a user selects from
a specific picklist field.
Dynamic page layouts can be created for most record types.
Dynamic layouts are not available for standard CRM On Demand accounts. Therefore, this
feature might not be available for your company. To learn more about how to have this feature
enabled for your company, contact your company administrator or On Demand Customer Care.
Custom Objects
It is not possible to create dynamic layouts for custom objects at this time.

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Dynamic Page Layouts
Driving picklists are predetermined and cannot be changed,
but most picklist values can be customized.
This table lists the record types for which you can create
dynamic layouts and the driving picklist for each:
Record Type Driving Picklist Record Type Driving Picklist
Account Account Type Fund Status
Appointment (Appointment) Type Fund Request Status
Campaign Campaign Type Household Segment
Contact Contact Type Portfolio Account Type
Lead Lead Source Dealer Status
Opportunity Opportunity Type Vehicle Product Type
Service Request (Service Request) Type Vehicle Finance Info Finance Type
Solution Status Med Ed (Event) Type
Task (Task) Type

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Creating Dynamic Layouts
You first create each layout using the Layout Wizard, just as
you create a static layout.
You then access the Dynamic Layout Wizard.
Type > Record Type Dynamic Layout.

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Demonstration
Dynamic Layout Wizard

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Creating Dynamic Layouts: Step 1
Click the New Layout button to begin defining your dynamic layout.
All layouts that you intend to use should already be defined.
Name the dynamic layout.
Identifies the driving picklist, and
cannot be changed
Select the layout to use by default
(before the driving picklist value is
selected by user).

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Creating Dynamic Layouts: Step 2
Select the desired layout for each value of the driving picklist.
It is acceptable to use the same layout for multiple values.
All valid values are shown for the driving
picklist. If you plan to customize this list,
do so before designing your layouts.

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Customize Page Layouts
1
2
3
Associate
Layouts to
Roles
Customize
Page
Layouts
Prepare

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Activating Layouts for a Role
Set up each role to identify the specific static or dynamic
layouts to use for each record type.
Edit the role and assign layouts on Step 6 of the Role
Management Wizard.
For each record type, select
either the Static or Dynamic
layout type then select the layout name.
Navigation
Admin > User Management & Access Controls > Role Management > Edit link for the
appropriate role

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Demonstration
Associate Layouts with Roles

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Other Changes
Other
Changes
Configure homepage and search
layouts.
Customize audit trails.
1
2
3
4
Associate
Layouts to
Roles
Customize
Page
Layouts
Prepare

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Creating Search Layouts
Each role can have a different search layout.
Specifies up to seven fields to appear in the Search box in the
Action bar
Specifies up to nine columns to appear on the search results
page
Access the Search Layout Wizard.
Type > Record Type Search Layout.

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Demonstration
Search Layout Wizard

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Creating Search Layouts: Step 1
Click the New Layout button to begin defining your search
layout.
Name your search layout.
Navigation
Application Customization > Record Type > Record Type Search Layout

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Select the search fields that should appear in the Search box.
The green and blue fields will give you the fastest search
results, as they have been optimized for fast lookup.
Use the arrow buttons to add fields to your
search layout.
Navigation
Performance Tip
Use the green and blue fields whenever possible. These fields provide the greatest speed to users
when they search for records. Keep in mind that when you use other fields, users might
experience slower search performance.

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Select the fields that should appear as columns on the search
results page.
Use the arrow buttons to add fields
to your search results layout.
Navigation

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Activate Search Layouts for Roles
Associate the search layout with the appropriate roles in
Step 7 of the Role Management Wizard.
The Action bar for this role will now use the
custom search layout when Accounts is
selected in the Search drop-down list.
Navigation
appropriate role

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Creating Homepage Layouts
Each role can have different homepage layouts for:
My Homepage
Account Homepage
Contact Homepage
Lead Homepage
Opportunity Homepage
Service Request Homepage
Access the Homepage Layout Wizard.
Type > Record Type Homepage Layout.

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Demonstration
Homepage Layout Wizard

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Creating Homepage Layouts: Step 1
Click the New Layout button to begin defining your homepage
layout.
Name your homepage layout.
Navigation
Admin > Application Customization > Record Type > Record Type Homepage Layout

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Creating Homepage Layouts: Step 2
Select the desired homepage sections and add them to your
layout.
Select and add sections to your layout
using the arrow buttons.
Navigation
Admin > Application Customization > Record Type > Record Type Homepage Layout
All Sections
Homepage sections that appear in the All Sections box will not be available at all to the users
with this layout. If you want to give users the option to add a section to their homepages, but not
have it appear by default, place the section in the Available Sections box.
My Homepage Alerts
Be sure to remind users not to remove the Alerts section from their My Homepage layouts if
your company uses company alerts.

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Activate Homepage Layouts for Roles
Associate the homepage layout with the appropriate roles in
Step 8 of the Role Management Wizard.
Navigation
appropriate role

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List Access and Order
Each role can be set to display a certain set of homepage
lists for each record type.
The order of the lists may also be set for each role.
Select the role and then move lists into the
Available section and Short List section.
Use the arrow buttons to set the order in which
the lists appear on the record homepage.
Navigation
Admin > Application Customization > Record Type > Record Type List Access & Order

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Customize Audit Trails
You can specify which fields are audited for the audit trail for
Opportunity, Service Request, and Funds and Fund Request
records.
The total number of fields that can be audited is listed on the
Audit Field Setup page.
All fields for the record type can be audited, including custom
fields.
When the value is changed in an audited field, the following
information is recorded in the audit trail:
When the change was made
Who made the change
The old and new value
The customized audit trail feature is not available for standard CRM On Demand accounts.
Therefore, this feature might not be available for your company. To learn more about how to
have this feature enabled for your company, contact your company administrator or On Demand
Customer Care.

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Customize Audit Trails
Add fields to the Audited Fields box.
Move the fields
you want to audit
into this box.
The number of fields that can
be audited and are currently
used is shown here.
Navigation
Admin > Application Customization > Record Type > Record Type Field Audit Setup

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Tips for Success
Too many required fields can make it
difficult for your users to add new
records.
If you do, users who access a record
through that layout will not be able to
create or edit records of that type.
Do not remove
required fields
from page
layouts.
Make a field
required only if it
contains critical
information.
Ensures that there is agreement on how
pages should look and function
Helps you identify any conflicting needs
and prioritize change requests
Review proposed
page layouts and
field changes with
business owners.

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Tips for Success
Ensures that the layouts necessary to
support roles are available to be
associated with the role
Reduces the number of times you have
to update each role
Users need to be aware of changes to
avoid confusion.
Inform your users if
you change their
layouts.
Create all layouts,
and then update
roles.
Dynamic layouts may help the user to be
more efficient by displaying only
necessary fields in a logical order.
Homepage and search layouts can
provide critical information quickly.
Consider how each
role will interact with
data; develop layouts
for maximum
efficiency.

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Summary
Describe how user roles affect page layouts
Create a static page layout
Create a dynamic page layout
Create a homepage layout
Organize homepage lists
Create a search layout
Customize audit trails

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Lab
Document customization requirements from the provided
business scenario
Create page layouts for a role
Customize an audit trail
(Optional) Create a dynamic layout

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