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Siebel 8.

0 Essentials

Volume II • Activity Guide

D46318GC10
Edition 1.0
April 2007
D49913

®
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Contents

Volume 1
Lab 0-1 Introduction................................................................................................................................1
Lab 2-1 Navigating the User Interface (UI) (Unguided)..........................................................................3
Solutions 2-1 Navigating the User Interface (UI) (Unguided).................................................................5
Lab 2-1 Navigating the User Interface (UI) (Guided)..............................................................................7
Solutions 2-1 Navigating the User Interface (UI) (Guided)...................................................................10
Lab 3-1 Querying Siebel Data (Unguided) ...........................................................................................11
Solutions 3-1 Querying Siebel Data (Unguided) ..................................................................................13
Lab 3-1 Querying Siebel Data (Guided) ...............................................................................................15
Solutions 3-1 Querying Siebel Data (Guided) ......................................................................................19
Lab 4-1 Exploring Responsibilities and Views (Unguided)...................................................................21
Solutions 4-1 Exploring Responsibilities and Views (Unguided)..........................................................23
Lab 4-1 Exploring Responsibilities and Views (Guided) ......................................................................25
Solutions 4-1 Exploring Responsibilities and Views (Guided)..............................................................29
Lab 5-1 Creating the Company Structure (Unguided)..........................................................................31
Lab 5-1 Creating the Company Structure (Guided)..............................................................................35
Solutions 5-1 Creating the Company Structure (Guided).....................................................................41
Lab 6-1 Exploring View Filters (Unguided)...........................................................................................43
Solutions 6-1 Exploring View Filters (Unguided) ..................................................................................46
Lab 6-1 Exploring View Filters (Guided)...............................................................................................49
Solutions 6-1 Exploring View Filters (Guided)......................................................................................52
Lab 6-2 Exploring Positions (Unguided)...............................................................................................55
Solutions 6-2 Exploring Positions (Unguided) ......................................................................................57
Lab 6-2 Exploring Positions (Guided)...................................................................................................59
Solutions 6-2 Exploring Positions (Guided)..........................................................................................61
Lab 7-1 Creating a Solutions Catalog (Unguided)................................................................................63
Lab 7-1 Creating a Solutions Catalog (Unguided)................................................................................67
Lab 7-1 Creating a Solutions Catalog (Guided) ...................................................................................69
Lab 7-1 Creating a Solutions Catalog (Guided) ...................................................................................74
Lab 8-1 Exploring the Siebel Web Architecture (Unguided).................................................................75
Lab 8-1 Exploring the Siebel Web Architecture (Guided) ....................................................................77
Solutions 8-1 Exploring the Siebel Web Architecture (Guided)............................................................81
Lab 9-1 Exploring Server Components and Parameters (Unguided)...................................................83
Lab 9-1 Exploring Server Components and Parameters (Guided) ......................................................85
Solutions 9-1 Exploring Server Components and Parameters (Guided)..............................................88

iii
Lab 9-2 Enabling and Assigning Component Groups (Unguided) .......................................................91
Solutions 9-2 Enabling and Assigning Component Groups (Unguided) ..............................................92
Lab 9-2 Enabling and Assigning Component Groups (Guided) ...........................................................93
Solutions 9-2 Enabling and Assigning Component Groups (Guided) ..................................................96
Lab 10-1 Exploring Server Management (Unguided)...........................................................................97
Lab 10-1 Exploring Server Management (Guided)...............................................................................99
Solutions 10-1 Exploring Server Management (Guided)....................................................................101
Lab 10-2 Using the Command-Line Server Manager (Unguided)......................................................103
Lab 10-2 Using the Command-Line Server Manager (Guided)..........................................................105
Solutions 10-2 Using the Command-Line Server Manager (Guided).................................................107
Lab 10-3 Invoking and Monitoring Jobs (Unguided)...........................................................................109
Lab 10-3 Invoking and Monitoring Jobs (Guided) ..............................................................................111
Solutions 10-3 Invoking and Monitoring Jobs (Guided)......................................................................113
Lab 11-1 Exploring Siebel Client Types (Unguided) ..........................................................................115
Lab 11-1 Exploring Siebel Client Types (Guided) ..............................................................................117
Solutions 11-1 Exploring Siebel Client Types (Guided) .....................................................................121
Lab 12-1 Securing Access to the Application (Unguided) ..................................................................123
Lab 12-1 Securing Access to the Application (Guided)......................................................................125
Solutions 12-1 Securing Access to the Application (Guided) .............................................................127
Lab 14-1 Exploring Relationships in the Application Architecture (Unguided) ...................................129
Solutions 14-1 Exploring Relationships in the Application Architecture (Unguided) ..........................132
Lab 14-1 Exploring Relationships in the Application Architecture (Guided).......................................135
Solutions 14-1 Exploring Relationships in the Application Architecture (Guided) ..............................139
Lab 15-1 Examining Object Definitions (Unguided) ...........................................................................143
Solutions 15-1 Examining Object Definitions (Unguided)...................................................................146
Lab 15-1 Examining Object Definitions (Guided) ...............................................................................147
Solutions 15-1 Examining Object Definitions (Guided) ......................................................................154
Lab 16-1 Exploring the Data Model (Unguided) .................................................................................155
Solutions 16-1 Exploring the Data Model (Unguided) ........................................................................162
Lab 16-1 Exploring the Data Model (Guided) .....................................................................................167
Solutions 16-1 Exploring the Data Model (Guided) ............................................................................177
Lab 17-1 Examining References Between Applets, Business Components,
and Tables (Unguided) ......................................................................................................................181
Solutions 17-1 Examining References Between Applets, Business Components,
and Tables (Unguided) ......................................................................................................................184
Lab 17-1 Examining References Between Applets, Business Components, and Tables (Guided)...187
Solutions 17-1 Examining References Between Applets, Business Components,
and Tables (Guided) ..........................................................................................................................190
Lab 18-1 Exploring Relationships Between Party Business Components and Tables (Unguided) ...193

iv
Lab 18-1 Exploring Relationships Between Party Business Components and Tables (Guided).......195
Solutions 18-1 Exploring Relationships Between Party Business Components
and Tables (Guided)..........................................................................................................................200
Lab 18-2 Identifying Objects When Using a Party Business Component (Unguided) .......................203
Solutions 18-2 Identifying Objects When Using a Party Business Component (Unguided) ..............205
Lab 18-2 Identifying Objects When Using a Party Business Component (Guided) ...........................207
Solutions 18-2 Identifying Objects When Using a Party Business Component (Guided) ..................209
Lab 19-1 Examining Relationships between Views, Business Objects,
Business Components, and Tables (Unguided)................................................................................211
Solutions 19-1 Examining Relationships between Views, Business Objects,
Business Components, and Tables (Unguided)................................................................................215
Lab 19-1 Examining Relationships between Views, Business Objects,
Business Components, and Tables (Guided)....................................................................................217
Solutions 19-1 Examining Relationships between Views, Business Objects,
Business Components, and Tables (Guided)....................................................................................223
Lab 21-1 Setting Up a Developer (Unguided) ....................................................................................227
Lab 21-1 Setting Up a Developer (Guided) ........................................................................................229
Lab 21-2 Extracting a Local Database (Unguided) ............................................................................233
Lab 21-2 Extracting a Local Database (Guided) ................................................................................235
Solutions 21-2 Extracting a Local Database (Guided) .......................................................................238
Lab 21-3 Populating the Local Developer Database (Unguided).......................................................239
Lab 21-3 Populating the Local Developer Database (Guided)...........................................................241
Lab 22-1 Exploring Projects (Unguided) ............................................................................................245
Solutions 22-1 Exploring Projects (Unguided)....................................................................................248
Lab 22-1 Exploring Projects (Guided) ................................................................................................249
Solutions 22-1 Exploring Projects (Guided) .......................................................................................255
Lab 23-1 Editing and Validating Object Definitions (Unguided) .........................................................259
Solutions 23-1 Editing and Validating Object Definitions (Unguided) ................................................260
Lab 23-1 Editing and Validating Object Definitions (Guided) .............................................................261
Solutions 23-1 Editing and Validating Object Definitions (Guided) ....................................................264
Lab 23-2 Exporting and Importing Object Definitions (Unguided)......................................................265
Solutions 23-2 Exporting and Importing Object Definitions (Unguided) .............................................266
Lab 23-2 Exporting and Importing Object Definitions (Guided)..........................................................267
Solutions 23-2 Exporting and Importing Object Definitions (Guided).................................................270
Lab 23-3 Creating a Custom Repository File (Unguided) ..................................................................273
Solutions 23-3 Creating a Custom Repository File (Unguided) .........................................................276
Lab 23-3 Creating a Custom Repository File (Guided) ......................................................................277
Solutions 23-3 Creating a Custom Repository File (Guided) .............................................................280
Lab 24-1 Exploring Template Files (Unguided)..................................................................................281
Lab 24-1 Exploring Template Files (Guided)......................................................................................283

v
Solutions 24-1 Exploring Template Files (Guided).............................................................................288
Lab 25-1 Modifying a Form Applet (Unguided) ..................................................................................291
Solutions 25-1 Modifying a Form Applet (Unguided)..........................................................................293
Lab 25-1 Modifying a Form Applet (Guided) ......................................................................................295
Solutions 25-1 Modifying a Form Applet (Guided) .............................................................................301
Lab 25-2 Creating a List Applet (Unguided) .......................................................................................303
Solutions 25-2 Creating a List Applet (Unguided) ..............................................................................305
Lab 25-2 Creating a List Applet (Guided) ...........................................................................................307
Solutions 25-2 Creating a List Applet (Guided) ..................................................................................311
Lab 26-1 Creating a View (Unguided) ................................................................................................313
Lab 26-1 Creating a View (Guided) ....................................................................................................317
Lab 27-1 Configuring Drilldowns (Unguided)......................................................................................325
Solutions 27-1 Configuring Drilldowns (Unguided).............................................................................328
Lab 27-1 Configuring Drilldowns (Guided) .........................................................................................329
Solutions 27-1 Configuring Drilldowns (Guided) ................................................................................335
Lab 28-1 Examine Existing Joins (Unguided).....................................................................................337
Solutions 28-1 Examine Existing Joins (Unguided)............................................................................340
Lab 28-1 Examine Existing Joins (Guided) ........................................................................................343
Solutions 28-1 Examine Existing Joins (Guided) ...............................................................................348
Lab 28-2 Adding a Joined Field to a Business Component (Unguided) ............................................351
Lab 28-2 Adding a Joined Field to a Business Component (Guided) ................................................355
Lab 29-1 Configuring Properties of Fields and Business Components (Unguided)...........................363
Solutions 29-1 Configuring Properties of Fields and Business Components (Unguided)..................365
Lab 29-1 Configuring Properties of Fields and Business Components (Guided)...............................367
Solutions 29-1 Configuring Properties of Fields and Business Components (Guided)......................371
Lab 30-1 Using the Standard 1:M Extension Table to Store Supply Plans (Unguided).....................373
Solutions 30-1 Using the Standard 1:M Extension Table to Store Supply Plans (Unguided) ............376
Lab 30-1 Using the Standard 1:M Extension Table to Store Supply Plans (Guided).........................379
Solutions 30-1 Using the Standard 1:M Extension Table to Store Supply Plans (Guided)................385
Lab 30-2 Creating a New List and View (Unguided) ..........................................................................387
Solutions 30-2 Creating a New List and View (Unguided) .................................................................390
Lab 30-2 Creating a New List and View (Guided) ..............................................................................391
Solutions 30-2 Creating a New List and View (Guided) .....................................................................396

vi
Volume 2
Lab 31-1 Creating a Static Picklist (Unguided).......................................................................................1
Solutions 31-1 Creating a Static Picklist (Unguided)..............................................................................4
Lab 31-1 Creating a Static Picklist (Guided) ..........................................................................................5
Solutions 31-1 Creating a Static Picklist (Guided)..................................................................................9
Lab 31-2 Creating a Dynamic Picklist (Unguided)................................................................................11
Solutions 31-2 Creating a Dynamic Picklist (Unguided).......................................................................14
Lab 31-2 Creating a Dynamic Picklist (Guided) ...................................................................................15
Solutions 31-2 Creating a Dynamic Picklist (Guided)...........................................................................20
Lab 32-1 Configuring a Multi-Value Field (Unguided) ..........................................................................23
Solutions 32-1 Configuring a Multi-Value Field (Unguided) .................................................................29
Lab 32-1 Configuring a Multi-Value Field (Guided) ..............................................................................31
Solutions 32-1 Configuring a Multi-Value Field (Guided) .....................................................................38
Lab 33-1 Adding Extension Columns (Unguided) ................................................................................41
Solutions 33-1 Adding Extension Columns (Unguided) .......................................................................43
Lab 33-1 Adding Extension Columns (Guided) ....................................................................................45
Solutions 33-1 Adding Extension Columns (Guided) ...........................................................................48
Lab 33-2 Adding New Fields (Unguided) .............................................................................................49
Lab 33-2 Adding New Fields (Guided) .................................................................................................51
Lab 33-3 Configuration Wrap-Up (Unguided).......................................................................................53
Lab 33-3 Configuration Wrap-Up (Guided) ..........................................................................................57
Lab 34-1 Examining a Business Service (Unguided) ...........................................................................61
Solutions 34-1 Examining a Business Service (Unguided) ..................................................................63
Lab 34-1 Examining a Business Service (Guided)...............................................................................65
Solutions 34-1 Examining a Business Service (Guided)......................................................................67
Lab 34-2 Testing a Business Service (Unguided) ................................................................................69
Solutions 34-2 Testing a Business Service (Unguided) .......................................................................71
Lab 34-2 Testing a Business Service (Guided)....................................................................................72
Solutions 34-2 Testing a Business Service (Guided) ...........................................................................74
Lab 35-1 Building a Siebel Workflow Process (Unguided)...................................................................75
Lab 35-1 Building a Siebel Workflow Process (Guided) ......................................................................79
Lab 35-2 Branching in a Siebel Workflow Process (Unguided) ...........................................................85
Lab 35-2 Branching in a Siebel Workflow Process (Guided) ...............................................................89
Lab 36-1 Testing a Siebel Workflow Process (Unguided)....................................................................93
Lab 36-1 Testing a Siebel Workflow Process (Guided) .......................................................................95
Lab 36-2 Testing Branching in a Siebel Workflow Process (Unguided) ..............................................99
Lab 36-2 Testing Branching in a Siebel Workflow Process (Guided) ................................................101
Solutions 36-2 Testing Branching in a Siebel Workflow Process (Guided) .......................................104

vii
Lab 37-1 Executing a Workflow Process using a Run-time Event (Unguided) ..................................105
Lab 37-1 Executing a Workflow Process using a Run-time Event (Guided) ......................................107
Lab 37-2 Executing a Workflow Process from a Control (Unguided).................................................111
Lab 37-2 Executing a Workflow Process from a Control (Guided).....................................................113
Lab 38-1 Creating a Workflow Policy (Unguided) ..............................................................................117
Lab 38-1 Creating a Workflow Policy (Guided) ..................................................................................119
Lab 38-2 Administering Server Components (Unguided)...................................................................121
Lab 38-2 Administering Server Components (Guided) ......................................................................123
Lab 38-3 Invoking a Workflow Process via Workflow Policy (Unguided) ...........................................127
Lab 38-3 Invoking a Workflow Process via Workflow Policy (Guided)...............................................129
Lab 39-1 Executing a UI Task (Unguided) .........................................................................................131
Lab 39-1 Executing a Task (Guided)..................................................................................................133
Lab 40-1 Creating a UI Task (Unguided)............................................................................................137
Lab 40-1 Creating a Task (Guided) ....................................................................................................143
Lab 40-2 Adding a Summary View (Unguided) ..................................................................................151
Lab 40-2 Adding a Summary View (Guided) ......................................................................................153
Lab 41-1 Adding Branching to a UI Task (Unguided).........................................................................157
Lab 41-1 Adding Branching to a Task (Guided) .................................................................................163
Lab 42-1 Examining Siebel Business Rules (Unguided)....................................................................173
Lab 42-1 Examining Siebel Business Rules (Guided)........................................................................175
Solutions 42-1 Examining Siebel Business Rules (Guided)...............................................................179
Lab 43-1 Creating Siebel Business Rules (Unguided) .......................................................................181
Lab 43-1 Creating Siebel Business Rules (Guided)...........................................................................189
Lab 45-1 Creating Assignment Rules for Sales Data (Unguided)......................................................197
Solutions 45-1 Creating Assignment Rules for Sales Data (Unguided) .............................................200
Lab 45-1 Creating Assignment Rules for Sales Data (Guided)..........................................................201
Solutions 45-1 Creating Assignment Rules for Sales Data (Guided).................................................205
Lab 45-2 Creating Assignment Rules for Service Data (Unguided)...................................................207
Solutions 45-2 Creating Assignment Rules for Service Data (Guided)..............................................211
Lab 45-2 Creating Assignment Rules for Service Data (Guided).......................................................213
Solutions 45-2 Creating Assignment Rules for Service Data (Guided)..............................................218
Lab 46-1 Prioritizing Assignment Rules (Unguided)...........................................................................219
Solutions 46-1 Prioritizing Assignment Rules (Unguided)..................................................................222
Lab 46-1 Prioritizing Assignment Rules (Guided) ..............................................................................223
Solutions 46-1 Prioritizing Assignment Rules (Guided)......................................................................226
Lab 46-2 Using Workload Distribution (Unguided) .............................................................................227
Lab 46-2 Using Workload Distribution (Guided) .................................................................................229
Lab 47-1 Invoking Assignment Manager in Dynamic Mode (Unguided) ............................................231

viii
Solutions 47-1 Invoking Assignment Manager in Dynamic Mode (Unguided) ...................................233
Lab 47-1 Invoking Assignment Manager in Dynamic Mode (Guided)................................................235
Solutions 47-1 Invoking Assignment Manager in Dynamic Mode (Guided).......................................238
Lab 48-1 Creating a Siebel State Model (Unguided) .........................................................................239
Solutions 48-1 Creating a Siebel State Model (Unguided).................................................................242
Lab 48-1 Creating a Siebel State Model (Guided) .............................................................................243
Solutions 48-1 Creating a Siebel State Model (Guided) ....................................................................247
Lab 50-1 Data Mapping: Solutions (Unguided) ..................................................................................249
Solutions 50-1 Data Mapping: Solutions (Unguided) .........................................................................253
Lab 50-1 Data Mapping: Solutions (Guided) ......................................................................................255
Solutions 50-1 Data Mapping: Solutions (Guided) .............................................................................260
Lab 50-2 Data Mapping: Products (Optional).....................................................................................263
Solutions 50-2 Data Mapping: Products (Optional) ............................................................................268
Lab 51-1 Loading EIM Tables with Legacy Data (Unguided).............................................................271
Lab 51-1 Loading EIM Tables with Legacy Data (Guided) ................................................................273
Solutions 51-1 Loading EIM Tables with Legacy Data (Guided)........................................................276
Lab 51-2 Running EIM to Import Solution Data (Unguided)...............................................................277
Solutions 51-2 Running EIM to Import Solution Data (Unguided)......................................................280
Lab 51-2 Running EIM to Import Solution Data (Guided) ..................................................................281
Solutions 51-2 Running EIM to Import Solution Data (Guided)..........................................................285
Lab 51-3 Running EIM to Load Product Data (Optional) ...................................................................287
Solutions 51-3 Running EIM to Load Product Data (Optional)...........................................................289
Lab 53-1 Exporting and Packaging Application Changes (Unguided) ...............................................291
Lab 53-1 Exporting and Packaging Application Changes (Guided) ...................................................293
Solutions 53-1 Exporting and Packaging Application Changes (Guided) ..........................................298
Lab 53-2 Configuring ADM (Unguided) ..............................................................................................299
Lab 53-2 Configuring ADM (Guided)..................................................................................................301
Lab 53-3 Deploying Application Changes (Unguided) .......................................................................305
Lab 53-3 Deploying Application Changes (Guided) ...........................................................................307
Solutions 53-3 Deploying Application Changes (Guided) ..................................................................309

ix
x
Module 31: Configuring Picklists

Lab 31-1 Creating a Static Picklist (Unguided)

Goal To create a static picklist.

Time 25 - 30 minutes

Instructions:
ABC’s analysts have determined that they can increase the effective productivity of the service reps
who stock customers’ equipment by creating regular stocking routes. To accomplish this, they wish
to give customers the option of stocking twice weekly, weekly, biweekly, or monthly (every four
weeks).
You will use the Pick List wizard to create a bounded, static picklist to populate the stocking
frequency field in the ABC Asset Supply Plan business component. You will use
ABC_STOCK_FREQ for the S_LST_OF_VAL TYPE to identify this new picklist.

1. Inspect the existing Stocking Frequency list column to verify that it does not use a picklist.
a. Start the Siebel Call Center Developer Web Client and log in as PPENGUIN/PPENGUIN
connecting to the Local database.
b. Navigate to Assets > List > Supply Plans.
c. Add a new supply plan record using any supply, and set the value of Stocking Frequency to
Fortnightly. Verify that the stocking frequency does not use a picklist.

2. Use the Pick List wizard to build the new static picklist for Stocking Frequency. The wizard will
create the Pick List definition, attach the picklist to the field, and populate the administrative data
in the S_LST_OF_VAL table. Use the ABC New Bus Comps project for this picklist.
a. Enter ABC Stocking Frequency Picklist for the Name of the Pick List.
b. Create a new List of Values named ABC_STOCK_FREQ and enter the following four
values: Twice Weekly, Weekly, Biweekly, Monthly (4 wks).
c. Enter Regular stocking period for an asset as the Comment and make sure the Bounded Pick
List check box is checked.

3. Inspect the picklist that you created using the wizard and ensure it has the following properties:
Name ABC Stocking Frequency Picklist
Project ABC New Bus Comps
Bounded TRUE
Business Component PickList Generic
Type Field Type
Type Value ABC_STOCK_FREQ

Siebel 8.0 Essentials 1


Module 31: Configuring Picklists

4. Verify that the picklist was attached properly to the Stocking Frequency field by examining the
PickList property of that field. You may need to re-query the business component to refresh the
UI.

5. If necessary, set Runtime to TRUE on the proper control or list column in order to make the
picklist available to the user through the applet.

6. Compile the ABC New Bus Comps, ABC New Applets, and Asset Management projects.

7. Test your work.


a. Add a new supply plan. Verify that you can invoke the Stocking Frequency picklist and that
you can see all four values. Can you enter any other value?

b. Edit the supply plan you created at the beginning of this lab. Can you save the record without
changing the value (Fortnightly) in the Stocking Frequency field?

c. Why or why not?

8. Modify the picklist to add a new value, Quarterly, to the choices for Stocking Frequency. You
can administer the picklist from the Siebel Call Center application. Static picklist administration
can also be performed in Siebel Tools by using the Screens > System Administration > List of
Values menu item, but you will use the Siebel client here.
a. Select Administration - Application > Responsibilities.
b. Add the List of Values View to the ABC Developer responsibility.
c. Click Clear Cache.
d. Log out and restart Siebel Call Center so you can use the List of Values View.
e. Navigate to Administration - Data > List of Values.
f. Verify that ABC_STOCK_FREQ has the four values you entered.
g. Add the new value, Quarterly.
h. In the List of Values list, click Clear Cache. Siebel applications use caching to increase
efficiency of functions like Lists of Values. To make sure the new value appears in the List
of Values, you need to clear the cache.
i. Return to a supply plan record. Is the new value for Stocking Frequency available?

2 Siebel 8.0 Essentials


Module 31: Configuring Picklists

j. Suppose at some time in the future, you were directed to change the picklist value from
Biweekly to Fortnightly. What would happen to the Stocking Frequency field in all those
records with a value of Biweekly?

Siebel 8.0 Essentials 3


Module 31: Configuring Picklists

Solutions 31-1 Creating a Static Picklist (Unguided)

Answers:
7.a. Add a new supply plan. Verify that you can invoke the Stocking Frequency picklist and
that you can see all four values. Can you enter any other value?
No.

7.b. Edit the supply plan you created at the beginning of this lab. Can you save the record
without changing the value (Fortnightly) in the Stocking Frequency field?
Yes.

7.c. Why or why not?


The picklist limits the values you can add to the field, but the values are static. The
application does not force you to change values that are already present.

8.i. Return to a supply plan record. Is the new value for Stocking Frequency available?
Yes.

8.j. Suppose at some time in the future, you were directed to change the picklist value from
Biweekly to Fortnightly. What would happen to the Stocking Frequency field in all those
records with a value of Biweekly?
Nothing, these are static values. If you change the list of values after records are entered,
the existing records are not changed. The new values will only be enforced if a user tries to
edit the value in the Stocking Frequency field.

4 Siebel 8.0 Essentials


Module 31: Configuring Picklists

Lab 31-1 Creating a Static Picklist (Guided)

Goal To create a static picklist.

Time 25 - 30 minutes

Instructions:
ABC’s analysts have determined that they can increase the effective productivity of the service reps
who stock customers’ equipment by creating regular stocking routes. To accomplish this, they wish
to give customers the option of stocking twice weekly, weekly, biweekly, or monthly (every four
weeks).
You will use the Pick List wizard to create a bounded, static picklist to populate the stocking
frequency field in the ABC Asset Supply Plan business component. You will use
ABC_STOCK_FREQ for the S_LST_OF_VAL TYPE to identify this new picklist.

1. If necessary, start Siebel Tools and log in as PPENGUIN/PPENGUIN to the Local database.

2. You will inspect the existing Stocking Frequency list column to verify that it does not use a
picklist.
a. Start the Siebel Call Center Developer Web Client from Tools.
b. Use the Site Map to navigate to Assets > List > Supply Plans.
c. Add a new supply plan record using any supply, and set the value of Stocking Frequency to
Fortnightly.
d. Log out of the ABC application.

3. You will use the Pick List wizard to build the new static picklist for Stocking Frequency. The
wizard will create the Pick List definition, attach the picklist to the field, and populate the
administrative data in the S_LST_OF_VAL table.
a. In Siebel Tools, select File > New Object.
i. Under the General tab, select Pick List.
ii. Click OK.
b. In the Pick List dialog box fill in the following values:
i. For Project, select ABC New Bus Comps.
ii. For Business Component, select ABC Asset Supply Plan.
iii. For Field, select Stocking Frequency.
iv. Click Next.
c. In the Pick List Type dialog box:
i. Verify that the Stocking Frequency list column appears in the upper list with the
Locked column set to Yes.
ii. Select Static.

Siebel 8.0 Essentials 5


Module 31: Configuring Picklists

iii. Click Next.


d. In the Pick List Definition dialog box:
i. Select Create new Pick List.
ii. Click Next.
e. In the next Pick List Definition dialog box:
i. Enter ABC Stocking Frequency Picklist for the Name of the Pick List.
ii. Select Create new List of Values.
iii. Click Next.
f. In the List of Values dialog box:
i. Enter ABC_STOCK_FREQ for the name for the List of Values.
ii. Enter Twice Weekly in the Enter a value field.
iii. Click Enter.
iv. Repeat the previous steps to enter three additional values: Weekly, Biweekly,
Monthly (4 wks).
v. Verify the values in the Current values list.
vi. Click Next.
g. In the Pick List Definition dialog box:
i. Leave the Search Specification empty.
ii. Enter Regular stocking period for an asset as the Comment.
iii. Check the Bounded Pick List check box.
iv. Click Next.
h. Review the Picklist properties displayed in the Finish dialog box. If you are satisfied with the
values, then click Finish.

4. You will inspect the picklist that you created using the wizard.
a. Select Pick List :: ABC Stocking Frequency Picklist.
b. View the properties.
Name ABC Stocking Frequency Picklist
Project ABC New Bus Comps
Bounded TRUE
Business Component PickList Generic
Type Field Type
Type Value ABC_STOCK_FREQ

5. You will verify that the picklist was attached properly to the Stocking Frequency field.
a. Select Business Component :: ABC Asset Supply Plan | Single Value Field :: Stocking
Frequency.
b. Verify PickList = ABC Stocking Frequency Picklist.
c. Do you need to create a Pick applet to display this data to the user at run time?

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Module 31: Configuring Picklists

6. You will set Runtime to TRUE on the proper control or list column in order to make the picklist
available to the user through the applet.
a. Select Applet :: ABC Asset Supply Plan List Applet | List :: List | List Column :: Stocking
Frequency.
b. Set Runtime = TRUE (if not already set by default).

7. Compile the ABC New Bus Comps, ABC New Applets, and Asset Management projects with
the Auto-start web client check box selected.

8. Next you will test your work.


a. In the application, use the Site Map to navigate to Assets > List > Supply Plans.
b. Add a new supply plan. Verify that you can invoke the Stocking Frequency picklist and that
you can see all four values. Can you enter any other value?

c. Edit the supply plan you created at the beginning of this lab. Can you save the record without
changing the value (Fortnightly) in the Stocking Frequency field?

d. Why or why not?

9. At this point you will modify the picklist values to add a new value, Quarterly, to the choices for
Stocking Frequency. You can administer the picklist from the Siebel Call Center application.
Static picklist administration can also be performed in Siebel Tools by using the Screens >
System Administration > List of Values menu item, but you will use the Siebel client here.
a. Select Administration – Application > Responsibilities.
b. Add the List of Values View to the ABC Developer responsibility.
c. Click Clear Cache.
d. Log out and restart Siebel Call Center so you can use the List of Values View.
e. Navigate to Administration - Data > List of Values.
f. Does ABC_STOCK_FREQ appear?

g. Verify that ABC_STOCK_FREQ has the four values you entered.


h. Add the new value, Quarterly.
i. Select Monthly (4 wks)
ii. Click the Menu button and select Copy Record.

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Module 31: Configuring Picklists

iii. In the newly created record set the following properties:


Display Value Quarterly
Language Independent Code Quarterly
Order 4
iv. Step off the record to save it.
i. In the List of Values list, click Clear Cache. Siebel applications use caching to increase
efficiency of functions like Lists of Values. To make sure the new value appears in the List
of Values, you need to clear the cache.
j. Use the Site Map to navigate to Assets > List > Supply Plans and edit a record. Is the new
value for Stocking Frequency available?

k. Suppose at some time in the future, you were directed to change the picklist value from
Biweekly to Fortnightly. What would happen to the Stocking Frequency field in all those
records with a value of Biweekly?

10. Log out of Siebel Call Center.

8 Siebel 8.0 Essentials


Module 31: Configuring Picklists

Solutions 31-1 Creating a Static Picklist (Guided)

Answers:
5.c. Do you need to create a Pick applet to display this data to the user at run time?
No. Since this is a static picklist, the application will automatically generate one at run
time.

8.b. Add a new supply plan. Verify that you can invoke the Stocking Frequency picklist and
that you can see all four values. Can you enter any other value?
No

8.c. Edit the supply plan you created at the beginning of this lab. Can you save the record
without changing the value (Fortnightly) in the Stocking Frequency field?
Yes

8.d. Why or why not?


The picklist limits the values you can add to the field, but the values are static. The
application does not force you to change values that are already present.

9.f. Does ABC_STOCK_FREQ appear?


Yes

9.j. Use the Site Map to navigate to Assets > List > Supply Plans and edit a record. Is the new
value for Stocking Frequency available?
Yes

9.k. Suppose at some time in the future, you were directed to change the picklist value from
Biweekly to Fortnightly. What would happen to the Stocking Frequency field in all those
records with a value of Biweekly?
Nothing, these are static values. If you change the list of values after records are entered,
the existing records are not changed. The new values will only be enforced if a user tries to
edit the value in the Stocking Frequency field.

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Module 31: Configuring Picklists

10 Siebel 8.0 Essentials


Module 31: Configuring Picklists

Lab 31-2 Creating a Dynamic Picklist (Unguided)

Goal To create a dynamic picklist.

Time 30 - 40 minutes

Instructions:
In this lab you will create a Currency field in the Contact business component. You will display this
field in a control on the Contact Form Applet. Finally, you will add a dynamic picklist to the control
to enable users to update the contact’s preferred currency.

1. Gather the information you need to create the Currency field.


a. Start the Siebel Call Center Developer Web Client and log in as SADMIN/SADMIN
connecting to the Sample database.
b. Use the Site Map to navigate to Administration - Data > Currencies.
i. Which business components are displayed in this view?

ii. Which applets are displayed in this view?

iii. What is the header of the list column displaying the name of the currency?

2. Now you will get information about currencies in Siebel Tools.


a. What table and column store the currency name you found above?

b. Are there any existing joins from the Contact business component to this table?

3. Find the information necessary to build a join to this table on the Contact business component.
a. What column acts as the primary key for this table?

b. Which column on S_CONTACT is defined as a foreign key to this table?

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Module 31: Configuring Picklists

c. Which field in the Contact business component is based on this column?

4. Use Siebel Tools to evaluate whether to create a new picklist or use an existing picklist. Query
for picklists with for Business Component = Currency. Are there any dynamic picklists based
on this business component that you can use?

5. Evaluate whether to create a new pick applet or use an existing pick applet. Query for applets
where Business Component = Currency and Type = Pick List. Are there any pick applets
based on the Currency business component?

6. Create a join for the Contact business component that brings in data from the S_CURCY table.
Name it Contact Currency and make it an outer join. Do not forget to add the join specification.

7. Create a single value field on the Contact business component with the properties below. Accept
the default length.
Name Currency Name

Join Contact Currency


Column NAME
Type DTYPE_TEXT

PickList PickList Currency

8. Create the necessary pick maps for the Currency Name field. These will map fields between the
originating business component (Contact) and the pick business component (Currency).
a. Select Business Component :: Contact | Single Value Field :: Currency Name | SVF Pick
Map.
b. Add a new record and set the following properties:
Field Income Currency Code
Pick List Field Currency Code
c. Add another new record and set the following properties:
Field Currency Name
Pick List Field Name
d. Why are you attaching pick maps to the Currency Name field and not the Income Currency
Code field?

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Module 31: Configuring Picklists

9. Add the Currency Name field to the Contact Form Applet by creating a control with the
following properties. Do not forget to edit the Web layout to add the control and a label for it:
Name Currency
Caption Currency
Field Currency Name
HTML Type Field
Pick Applet Currency Pick Applet
Runtime TRUE

10. Save and compile your changes. Because you changed many object definitions, be sure to
compile all locked projects.

11. Test your work. Navigate to the Contacts list and, if necessary, create a record. Verify that the
currency control appears in the form applet with a select button, and that you can invoke the pick
applet and select a currency from the list. Requery the contacts for the record and confirm that
the value was stored correctly.

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Module 31: Configuring Picklists

Solutions 31-2 Creating a Dynamic Picklist (Unguided)

Answers:
1.b.i. Which business components are displayed in this view?
Currency.

1.b.ii. Which applets are displayed in this view?


Currency List Applet, Currency Entry Applet.

1.b.iii. What is the header of the list column displaying the name of the currency?
Name.

2.a. What table and column store the currency name you found above?
The table is S_CURCY; the column in this table is NAME.

2.b. Are there any existing joins from the Contact business component to this table?
No.

3.a. What column acts as the primary key for this table?
CURCY_CD. This is a rare example of a table that does not use ROW_ID as its primary
key.

3.b. Which column on S_CONTACT is defined as a foreign key to this table?


ANNL_INCM_CURCY_CD.

3.c. Which field in the Contact business component is based on this column?
Income Currency Code.

4. Use Siebel Tools to evaluate whether to create a new picklist or use an existing picklist.
Query for picklists with for Business Component = Currency. Are there any dynamic
picklists based on this business component that you can use?
Yes, there are two: PickList Currency, PickList Currency - CPG. You will use PickList
Currency.

5. Evaluate whether to create a new pick applet or use an existing pick applet. Query for
applets where Business Component = Currency and Type = Pick List. Are there any
pick applets based on the Currency business component?
Yes, the Currency Pick Applet is based on the Currency business component.

8.d. Why are you attaching pick maps to the Currency Name field and not the Income Currency
Code field?
Currency Name is the field behind the control that is visible to the user on the applet. Since
the Income Currency Code field is not displayed to the user, it would not make sense to
place the picklist on this field. The user would not be able to invoke it.

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Module 31: Configuring Picklists

Lab 31-2 Creating a Dynamic Picklist (Guided)

Goal To create a dynamic picklist.

Time 30 - 40 minutes

Instructions:
In this lab you will create a Currency field in the Contact business component. You will display this
field in a control on the Contact Form Applet. Finally, you will add a dynamic picklist to the control
to enable users to update the contact’s preferred currency.
The instructions will concentrate on the new information and give more general instructions for
some tasks that are familiar by now. If you need to refer back to earlier labs to accomplish some
tasks, please do so.

1. First, you will gather the information you need to create the Currency field.
a. Start the Siebel Call Center Developer Web Client and log in as SADMIN/SADMIN
connecting to the Sample database.
b. Use the Site Map to navigate to Administration - Data > Currencies.
i. Which business components are displayed in this view?

ii. Which applets are displayed in this view?

iii. What is the header of the list column displaying the name of the currency?

iv. Log out of the Call Center application.

2. Now you will get information about currencies in Siebel Tools.


a. In Siebel Tools, select Applet :: Currency List Applet | List :: List | List Columns
b. Find the List Column that has a Display Name of Name. What is the value of the Field
property?

c. Select Business Component :: Currency. What is the value of the Table property?

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Module 31: Configuring Picklists

d. Select Business Component :: Currency | Single Value Field :: Name. What is the value of
the Column property?

e. Select Business Component :: Contact | Join. Are there any existing joins from the Contact
business component to S_CURCY?

3. You will find the information necessary to build a join to S_CURCY on the Contact business
component.
a. Select Table :: S_CURCY | Column and query for the primary key property. What column
acts as the primary key for this table?

b. Which column on S_CONTACT is defined as a foreign key to this table?

c. Which field in the Contact business component is based on this column?

4. You will evaluate whether to create a new picklist or use an existing picklist.
a. Select Picklist in the Object Explorer. In the OBLE, query for Business Component =
Currency. Are there any dynamic picklists based on this business component that you can
use?
Hint: the Static property will be unchecked for a dynamic picklist.

b. Based on the properties of the picklists, you decide to use PickList Currency.

5. Now you will evaluate whether to create a new pick applet or use an existing pick applet.
a. Select Applet in the Object Explorer.
b. Query for Business Component = Currency and Type = Pick List.
c. Are there any pick applets based on the Currency business component?

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Module 31: Configuring Picklists

6. You will create the Currency field.


a. Check out the projects Contact and Contact (SSE).
b. Select Business Component :: Contact | Join and create a new record:
Table S_CURCY
Alias Contact Currency
Outer Join Flag TRUE
c. Select Business Component :: Contact | Join :: S_CURCY | Join Specification and create a
new record:
Name Currency
Destination Column CURCY_CD
Source Field Income Currency Code
d. Select Business Component :: Contact | Single Value Field and create a new record:
Name Currency Name

Join Contact Currency


Column NAME
Type DTYPE_TEXT

PickList PickList Currency

e. Why are you attaching the picklist to Currency Name and not Income Currency Code?

7. You will create pick maps for the Currency Name field. These will map fields between the
originating business component (Contact) and the pick business component (Currency).
a. Select Business Component :: Contact | Single Value Field :: Currency Name | SVF Pick
Map.
b. Add a new record and set the following properties:
Field Income Currency Code
Pick List Field Currency Code

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Module 31: Configuring Picklists

c. Add another new record and set the following properties:


Field Currency Name
Pick List Field Name
d. Why are you attaching the pick maps to the Currency Name field and not the Income
Currency Code field?

8. Next, you will add the Currency Name field to the Contact Form Applet.
a. Select Applet :: Contact Form Applet | Control.
b. Create a new record with the following properties:
Name Currency
Caption – String Override Currency
Field Currency Name
HTML Type Field
Pick Applet Currency Pick Applet
Runtime TRUE
c. Right-click the Contact Form Applet in the OLBE and select Edit Web Layout. Add the
Currency control and its label to the Edit mode template.

9. Save and compile your changes with the Auto-start web client checkbox selected. Because you
changed many object definitions, be sure to compile locked projects.

10. Finally, you will test your work.


a. Select Contacts > Contacts List.
b. Create a record if necessary.
c. Does the Currency control appear in the form with a Select button?

d. Can you invoke the pick applet and select a currency from the list?

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Module 31: Configuring Picklists

e. Try entering some word that is not a currency—for example, the word “rosebud”—in the
Currency field. What happens when you attempt to save this?

11. Log out of Siebel Call Center.

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Module 31: Configuring Picklists

Solutions 31-2 Creating a Dynamic Picklist (Guided)

Answers:
1.b.i. Which business components are displayed in this view?
Currency.

1.b.ii. Which applets are displayed in this view?


Currency List Applet, Currency Entry Applet.

1.b.iii. What is the header of the list column displaying the name of the currency?
Name.

2.b. Find the List Column that has a Display Name of Name. What is the value of the Field
property?
Name.

2.c. Select Business Component :: Currency. What is the value of the Table property?
S_CURCY.

2.d. Select Business Component :: Currency | Single Value Field :: Name. What is the value of
the Column property?
NAME.

2.e. Select Business Component :: Contact | Join. Are there any existing joins from the Contact
business component to S_CURCY?
No.

3.a. Select Table :: S_CURCY | Column and query for the primary key property. What column
acts as the primary key for this table?
CURCY_CD.

3.b. Which column on S_CONTACT is defined as a foreign key to this table?


ANNL_INCM_CURCY_CD.

3.c. Which field in the Contact business component is based on this column?
Income Currency Code.

4.a. Select Picklist in the Object Explorer. In the OLE, query for Business Component =
Currency. Are there any dynamic picklists based on this business component that you can
use?
Yes, there are two: PickList Currency, PickList Currency - CPG.

5.c. Are there any pick applets based on the Currency business component?
Yes, the Currency Pick Applet is based on the Currency business component.

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Module 31: Configuring Picklists

6.e. Why are you attaching the picklist to Currency Name and not Income Currency Code?
Currency Name is the field behind the control that is visible to the user on the applet. Since
the Income Currency Code field is not displayed to the user, it would not make sense to
place the picklist on this field. The user would not be able to invoke it.

7.d. Why are you attaching the pick maps to Currency Name and not Income Currency Code?
Currency Name is the field that has the picklist attached, and from which the user invokes
the list. You must pick back Income Currency Code, since this is the value that is actually
stored on the record. You do this by adding multiple pick maps.

10.c. Does the Currency control appear in the form with a Select button?
Yes.

10.d. Can you invoke the pick applet and select a currency from the list?
Yes.

10.e. Try entering some word that is not a currency—for example, the word “rosebud”—in the
Currency field. What happens when you attempt to save this?
The change is lost and the pick applet appears.

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Module 31: Configuring Picklists

22 Siebel 8.0 Essentials


Module 32: Configuring Multi-Value Groups

Lab 32-1 Configuring a Multi-Value Field (Unguided)

Goal To configure primary records, multi-value fields (MVFs), multi-value links (MVLs), and multi-
value group (MVG) applets.

Time 45 - 60 minutes

Instructions:
ABC Company stores many notes about a contact. You determine that the best way to do this is with
a business component that will store public and private notes about contacts. You will display this
information as a multi-value field on the form applet.

1. Examine the Call Center application and find how notes are already stored.
a. Start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Navigate to the Contacts list and drill down on the first contact’s Last Name. Then click the
Notes tab, and then the Public Notes hyperlink.
i. What is the bottom business component?

ii. What is the bottom applet?

iii. What is the caption of the list column that stores the note text?

c. Click the Private Notes link. What is the bottom business component?

2. Gather the information you need to create a multi-value group applet that shows all public notes
and your private notes about this contact.
a. In Siebel Tools, examine the list columns for the applet you found above. Find the column
that has Description in the Display Name property. What field does this list column map to?

b. Query for the two business components you noted earlier using an OR operator. Other than
the names, what one property is different between these business components? What are the
values?

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Module 32: Configuring Multi-Value Groups

c. What table and column is used to store the contact note information for these business
components?

3. Create a new business component that represents a combination of the two business components
you just explored: Contact Note and Contact Private Note. Create it by copying the Contact Note
business component and setting the following parameters::
Name ABC Contact Note
Project ABC New Bus Comps
Search Private = ‘N’ or Private IS NULL or (Private = ‘Y’ AND Created By = LoginId())
Specification
It is important that the search specification match the above exactly. Notice that there are spaces
between the words, and that the expression uses single quotes.

4. What field in your new business component appears to be a foreign key to S_CONTACT?

5. Create a link from the Contact business component to the ABC Contact Note business
component using the following properties:
Name Contact/ABC Contact Note
Project ABC New Bus Comps
Parent Business Component Contact
Child Business Component ABC Contact Note
Source Field Id
Destination Field Contact Id
Cascade Delete Delete

6. Create a single-value field that points to the primary note. Using the primary improves
performance.
a. Which column in the S_CONTACT table acts as a foreign key to S_NOTE_CON?

b. Does the Contact business component have a primary foreign key field to S_ NOTE_CON;
that is, a field corresponding to the column you just found?

c. Create a new single value field to reference that column:


Name Primary Note Id
Join S_CONTACT
Column PR_NOTE_ID
Type DTYPE_ID

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Module 32: Configuring Multi-Value Groups

7. Create the multi-value link and multi-value field using the MVG Wizard.
a. In the General dialog box, fill in the following properties:
Project Contact
Master Business Component Contact
b. In the next dialog box, fill in the following properties:
Detail Business Component ABC Contact Note
Multi-Value Link ABC Contact Note
c. In the Direct Links dialog box, select a link:
Name Contact/ABC Contact Note
Source Field Id
d. In the Primary Id Field dialog box, set these properties:
i. Leave the Primary Id field blank. You will manually set the primary ID field for the
multi-value link created by the wizard.
ii. Verify that Auto Primary is set to Default. This setting will cause the first record
entered in the MVG to become the primary by default.
iii. Check the Use Primary Join check box.
iv. Leave the Check No Match check box unchecked.
e. In the Multi-Value Link dialog box, confirm that all properties are blank (unchecked). You
do not want to restrict these properties for this applet.
f. In the Multi-Value Fields dialog box, select Note for the field in the destination business
component of the multi-value link. Enter Contact Note MVF as the name of the multi-value
field.
g. Review the settings and click Finish. The MVG Applet wizard should start immediately. If it
does not, select File > New Object > Applets > MVG Applet. (Note the General dialog box
should display automatically after File > New Object is selected.)

8. Create the MVG applet. This applet will appear when the user clicks the MVG icon in the Notes
field, which you will create later in this lab.
a. In the General dialog box, fill in the following properties:
Project Contact (SSE)
Name ABC Contact Note MVG
Applet
Display Title Notes
Business Component ABC Contact Note
Upgrade Behavior Preserve
Note: The Contact project contains generic Contact-related objects, while Contact (SSE),
Contact (SSV), and Contact (SCW) contain UI object definitions for different Siebel
applications. Contact (SSE) contains UI elements used by Siebel Call Center.
b. In the Web Layout – General dialog box, select the Popup List MVG template for both base
and edit modes.

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Module 32: Configuring Multi-Value Groups

c. In the Web Layout – Fields dialog box, add each of these fields to the MVG applet in the
order listed below. These are the fields you have chosen to appear in the MVG applet.
SSA Primary Field
Private
Note Type
Note
d. Accept the default controls.

9. Modify the MVG applet created by the wizard.


a. Select the SSA Primary Field list column in the Applet window. This list column was
generated by the wizard and uses a special field to display the primary check box.
b. Right-click SSA Primary Field and select View Properties Window.
c. Set the following properties for the SSA Primary Field:
Display Name – String Primary
Override
HTML Icon Map CHECK
d. Select the Private list column and set the HTML Icon Map property to CHECK. This will
cause this list column to be represented by a check box.

10. Add an OK button to the applet. The MVG applet created by the MVG wizard does not have a
control that can be bound to the OK button, because the control is not included in the Popup List
MVG web template you specified in the wizard. You will add this control and bind it to the
button.
a. Create a new control for the ABC Contact Note MVG Applet with the following properties:
Caption OK
HTML Display Mode DontEncodeData
HTML Type MiniButton
Method Invoked CloseApplet
Name CloseApplet
Sort FALSE
Visible - Language Override TRUE
Note: These parameters are appropriate for a button that will display the caption OK and will
execute the CloseApplet method when invoked.
b. From the Mode drop-down in the Controls/Columns window, select 2: Edit List.
c. At the top of the applet, delete the Query Assistant button.
d. Drag the NewRecord button control into the placeholder marked New.
e. Drag the CloseApplet button control that you created earlier into the placeholder marked OK
in the bottom right of the layout window.
f. Repeat the last two steps for Base mode (1: Base).
g. Close the Web Layout Editor, saving any changes.

26 Siebel 8.0 Essentials


Module 32: Configuring Multi-Value Groups

11. Modify the multi-value link (MVL) that was created by the wizard.
a. Select the ABC Contact note multi-value link in the Contact business component.
b. Set the Primary ID Field property to Primary Note Id. Using a primary for the MVG you
have created will result in better performance when displaying a contact record because no
extra SQL queries will be needed to display the primary record in the MVG field in the
Contact Form Applet.

12. Change the form applet so it will show the new Multi-value Field.
a. Edit the Web layout of the Contact Form Applet.
b. Select 1: Edit from the Mode drop-down in the top left of the application.
c. Drag the Text control from the Palettes pane to the grid, placing the control adjacent to other
controls.
d. If necessary, right-click the new control and select View Properties Window.
e. Set these properties for the new text control:
Name Notes
Caption – String Override Notes
Field Contact Note MVF
HTML Type Field
MVG Applet ABC Contact Note MVG
Applet
Runtime TRUE
f. Create a Notes label control and drag it onto the Grid next to the new Text control.
g. Save your work and close the layout designer.

13. Compile all locked projects and start the client.

14. Test your work.


a. Select Contacts > Contacts List. Does the Note MVF control appear in the Contact form?

b. Create a contact record.


c. In the Notes field, click the Select button. Does the MVG applet appear?

d. Does the MVG applet display the Primary, Private, Note Type, and Note fields?

e. Verify that you can enter records in the Notes MVG applet.
i. Is the Primary check mark visible in the Notes MVG applet?

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Module 32: Configuring Multi-Value Groups

ii. Can more than one record be marked as the Primary note?

15. To prepare for the next lab, check out the Table Asset project. This process may take some time
to complete, so let it run during the next lecture.

28 Siebel 8.0 Essentials


Module 32: Configuring Multi-Value Groups

Solutions 32-1 Configuring a Multi-Value Field


(Unguided)

Answers:
1.b.i. What is the bottom business component?
Contact Note.

1.b.ii. What is the bottom applet?


Contact Note Applet.

1.b.iii. What is the caption of the list column that stores the note text?
Description.

1.b. Click the Private Notes link. What is the bottom business component?
Contact Private Note.

2.a. In Siebel Tools, examine the list columns for the applet you found above. Find the column
that has Description in the Display Name property. What field does this list column map
to?
Note.

2.b. Query for the two business components you noted earlier using an OR operator. Other than
the names, what one property is different between these business components? What are
the values?
The Search Specification property differs. It is “Private = ‘N’ OR Private IS NULL” for
the first business component, and “Private = ‘Y’ AND Created By = Login Id()” for the
second business component.

2.c. What table and column is used to store the contact note information for these business
components?
The NOTE column in the S_NOTE_CON table.

4. What field in your new business component appears to be a foreign key to S_CONTACT?
Contact Id.

6.a. Which column in the S_CONTACT table acts as a foreign key to S_NOTE_CON?
PR_NOTE_ID.

6.b. Does the Contact business component have a primary foreign key field to S_ NOTE_CON;
that is, a field corresponding to the column you just found?
No.

14.a. Select Contacts > Contacts List. Does the Note MVF control appear in the Contact form?
Yes.

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Module 32: Configuring Multi-Value Groups

14.c. In the Notes field, click the Select button. Does the MVG applet appear?
Yes.

14.d. Does the MVG applet display the Primary, Private, Note Type, and Note fields?
Yes.

14.e.i. Is the Primary check mark visible in the Notes MVG applet?
Yes.

14.e.ii. Can more than one record be marked as the Primary note?
No.

30 Siebel 8.0 Essentials


Module 32: Configuring Multi-Value Groups

Lab 32-1 Configuring a Multi-Value Field (Guided)

Goal To configure primary records, multi-value fields (MVFs), multi-value links (MVLs), and multi-
value group (MVG) applets.

Time 45 - 60 minutes

Instructions:
ABC Company stores many notes about a contact. You determine that the best way to do this is with
a business component that will store public and private notes about contacts. You will display this
information as a multi-value field on the form applet.

1. First, you will examine the Call Center application and find how notes are already stored.
a. Start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Click the Contacts screen tab, then the Contacts List link. Select Help > About View. What is
the name of the bottom applet?

c. Drill down on the first contact’s Last Name.


d. Click the Notes tab, and then the Public Notes hyperlink.
e. Select Help > About View.
i. What is the bottom business component?

ii. What is the bottom applet?

iii. Click OK.


f. What is the caption of the list column that stores the note text?

g. Click the Private Notes link. Select Help > About View. What is the bottom business
component?

h. Click OK to close the About View dialog.


i. Log out of Siebel Call Center and close the browser.

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Module 32: Configuring Multi-Value Groups

2. You will gather the information you need to create a multi-value group applet that shows all
public notes and your private notes about this contact.
a. If necessary, start Siebel Tools and log in as PPENGUIN/PPENGUIN connecting to the
Local database.
b. Expand the Object Explorer and go to Applet:: Contact Note Applet | List :: List | List
Column.
c. Find the column that has Description in the Display Name property. What field does this list
column map to?

d. In the Object Explorer, select Business Component.


e. Query for the two business components you noted earlier. The query should be in the Name
property, and use the syntax Contact Note OR Contact Private Note.
i. Other than the names, what one property is different between these business
components?

ii. What is the value of this property in the first business component?

iii. What is the value of this property in the second business component?

iv. What is the value of the Table property on these business components?

v. Select Business Component :: Contact Note | Single Value Field :: Note. What is the
value of the Column property?

3. You will create a business component that represents a combination of the two business
components you just explored: Contact Note and Contact Private Note.
a. Select Business Component :: Contact Note.
b. From the application-level Edit menu, select Copy Record.
c. Set the following Properties on the new copy of the record:
Name ABC Contact Note
Project ABC New Bus Comps
Search Private = ‘N’ or Private IS NULL or (Private = ‘Y’ AND Created By = LoginId())
Specification
The search specification will return all notes that are either public (non-private), or private
and created by the current user.
It is important that the search specification match the above exactly. Notice that there are
spaces between the words, and that the expression uses single quotes.

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Module 32: Configuring Multi-Value Groups

d. Select Business Component :: Contact Note | Single Value Field. What field appears to be a
foreign key to S_CONTACT?

4. You will create a link from Contact to your new Business Component.
a. Create a new link with the following properties:
Name Contact/ABC Contact Note
Project ABC New Bus Comps
Parent Business Component Contact
Child Business Component ABC Contact Note
Source Field Id
Destination Field Contact Id
Cascade Delete Delete

5. Next, you will create a single-value field that points to the primary note. You will use the
primary to improve performance.
a. Determine whether the underlying column already exists.
i. Go to Table :: S_CONTACT | Column.
ii. In the Foreign Key Table property, query for S_NOTE_CON. Which column acts as
a foreign key to S_NOTE_CON?

b. Determine whether the Contact business component has a primary foreign key field to S_
NOTE_CON.
i. Go to Business Component :: Contact | Single Value Field.
ii. Query the single value fields for Column = PR_NOTE_ID. Notice that there is no
primary foreign key field.
c. Create a new single value field with the following properties:
Name Primary Note Id
Join S_CONTACT
Column PR_NOTE_ID
Type DTYPE_ID

6. You will create the multi-value link and multi-value field using the MVG Wizard.
a. Select File > New Object…
b. Under the General tab, select MVG and click OK.
c. In the General dialog box, fill in the following properties:
Project Contact
Master Business Component Contact
d. Click Next.

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Module 32: Configuring Multi-Value Groups

e. In the next dialog box, fill in the following properties:


Detail Business Component ABC Contact Note
Multi-Value Link ABC Contact Note
f. Click Next.
g. In the Direct Links dialog box, select a link:
Name Contact/ABC Contact Note
Source Field Id
h. Click Next.
i. In the Primary Id Field dialog box, set these properties:
i. Leave the Primary Id field blank. You will manually set the primary ID field for the
multi-value link created by the wizard.
ii. Verify that Auto Primary is set to Default. This setting will cause the first record
entered in the MVG to become the primary by default.
iii. Check the Use Primary Join check box.
iv. Leave the Check No Match check box unchecked.
j. Click Next.
k. In the Multi-Value Link dialog box, confirm that all properties are blank (unchecked) and
click Next. You do not want to restrict these properties for this applet.
l. In the Multi-Value Fields dialog box, select Note for the field in the destination business
component of the multi-value link. Enter Contact Note MVF as the name of the multi-value
field. Click Add.
m. Click Next.
n. Review the settings and click Finish. The MVG Applet wizard should start immediately. If it
does not, select File > New Object > Applets > MVG Applet. (Note the General dialog box
should display automatically after File > New Object is selected.)

7. You will now create the MVG applet. This applet will appear when the user clicks the MVG icon
in the Notes field, which you will create later in this lab.
a. In the General dialog box, fill in the following properties:
Project Contact (SSE)
Name ABC Contact Note MVG
Applet
Display Title Notes
Business Component ABC Contact Note
Upgrade Behavior Preserve
Note: The Contact project contains generic Contact-related objects, while Contact (SSE),
Contact (SSV), and Contact (SCW) contain UI object definitions for different Siebel
applications. Contact (SSE) contains UI elements used by Siebel Call Center.
b. Click Next.
c. In the Web Layout - General dialog box, select the Popup List MVG template for both base
and edit modes.
d. Click Next.

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Module 32: Configuring Multi-Value Groups

e. In the Web Layout – Fields dialog box, add each of these fields to the MVG applet in the
order listed below. These are the fields you have chosen to appear in the MVG applet.
SSA Primary Field
Private
Note Type
Note
f. Click Next.
g. Click Next to add all the specified controls.
h. Review the settings and click Finish. This should cause the applet to appear in the Layout
editor.

8. You will inspect the MVG applet created by the wizard.


a. Select the SSA Primary Field list column in the Applet window. This list column was
generated by the wizard and uses a special field to display the primary check box.
b. Right-click SSA Primary Field and select View Properties Window.
c. Set the following properties for the SSA Primary Field:
Display Name - String Primary
Override
HTML Icon Map CHECK
d. Select the Private list column and set the HTML Icon Map property to CHECK. This will
cause this list column to be represented by a check box.

9. You will add a control to the applet. The MVG applet created by the MVG wizard does not have
a control that can be bound to the OK button, because the control is not included in the Popup
List MVG web template you specified in the wizard. You will add this control and, in the next
step, bind it to the button.
a. Select Applet :: ABC Contact Note MVG Applet | Control in the Object Explorer.
b. In the OBLE, right-click and select New Record.
c. Use the Properties pane to enter the following parameters for this new control:
Caption OK
HTML Display Mode DontEncodeData
HTML Type MiniButton
Method Invoked CloseApplet
Name CloseApplet
Sort FALSE
Visible - Language Override TRUE
Note: These parameters are appropriate for a button that will display the caption OK and will
execute the CloseApplet method when invoked.
d. Save the record.

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Module 32: Configuring Multi-Value Groups

10. You will modify the buttons displayed on the MVG applet.
a. From the Mode drop-down in the Controls/Columns window, select 2: Edit List.
b. At the top of the applet, scroll to the right, right-click the Query Assistant button and select
Delete.
c. From the Controls/Columns window, drag the NewRecord button control into the
placeholder marked New.
d. From the Controls/Columns window, drag the CloseApplet button control that you created
earlier into the placeholder marked OK in the bottom right of the layout window.
e. Repeat the last two steps for Base mode (1: Base).
f. Close the Web Layout Editor, saving any changes.

11. You will inspect the multi-value link (MVL) that was created by the wizard.
a. Select Business Component :: Contact | Multi Value Link :: ABC Contact Note
b. Set the Primary ID Field property to Primary Note Id. Using a primary for the MVG you
have created will result in better performance when displaying a contact record because no
extra SQL queries will be needed to display the primary record in the MVG field in the
Contact Form Applet.
Note: You will add this MVG field to the Contact Form Applet later in this lab.

12. You will inspect the MVFs that were created by the wizard.
a. Select Business Component :: Contact | Multi Value Field.
b. Which multi-value link does the Contact Note MVF use?

13. Next, you will change the form applet so it will show the new Multi-value Field.
a. Select Applet :: Contact Form Applet.
b. Right-click and select Edit Web Layout.
c. Select 1: Edit from the Mode drop-down in the top left of the application.
d. Drag the Text control from the Palettes pane to the grid, placing the control adjacent to other
controls.
e. If necessary, right-click the new control and select View Properties Window.
f. Set these properties for the new text control:
Name Notes
Caption - String Override Notes
Field Contact Note MVF
HTML Type Field
MVG Applet ABC Contact Note MVG
Applet
Runtime TRUE
g. Drag the Notes label control onto the Grid next to the new Text control.
h. Save your work and close the layout designer.

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Module 32: Configuring Multi-Value Groups

14. Compile all locked projects and auto-start the client.

15. Finally, you will test your work.


a. Select Contacts > Contacts List. Does the Note MVF control appear in the Contact form?

b. Create a contact record.


c. In the Notes field, click the Select button. Does the MVG applet appear?

d. Does the MVG applet display the Primary, Private, Note Type, and Note fields?

e. Verify that you can enter records in the Notes MVG applet.
i. Is the Primary check mark visible in the Notes MVG applet?

ii. Can more than one record be marked as the Primary note?

16. Log out and close the application.

17. To prepare for the next lab, check out the Table Asset project. This process may take some time
to complete, so let it run during the next lecture.

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Module 32: Configuring Multi-Value Groups

Solutions 32-1 Configuring a Multi-Value Field (Guided)

Answers:
1.b. Go to the Contacts screen tab, the Contacts List hyperlink. Select Help > About View.
What is the name of the bottom applet?
Contact Form Applet

1.e.i. What is the bottom business component?


Contact Note

1.e.ii. What is the bottom applet?


Contact Note Applet

1.f. What is the caption of the list column that stores the note text?
Description

1.g. Click the Private Notes hyperlink. Select Help > About View. What is the bottom business
component?
Contact Private Note

2.c. Find the column that has Description in the Display Name property. What field does this
list column map to?
Note

2.e.i. Other than the names, what one property is different between these business components?
The Search Specification

2.e.ii. What is the value of this property in the first business component?
Private = ‘N’ OR Private IS NULL

2.e.iii. What is the value of this property in the second business component?
Private = ‘Y’ AND Created By = Login Id()

2.e.iv. What is the value of the Table property on these business components?
S_NOTE_CON

2.e.v. Select Business Component :: Contact Note | Single Value Field :: Note. What is the value
of the Column property?
NOTE

3.d. Select Business Component :: Contact Note | Single Value Field. What field appears to be a
foreign key to S_CONTACT?
Contact Id

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Module 32: Configuring Multi-Value Groups

5.a.ii. In the Foreign Key Table property, query for S_NOTE_CON. Which column acts as a
foreign key to S_NOTE_CON?
PR_NOTE_ID

12.b. Which multi-value link does the Contact Note MVF use?
ABC Contact Note

15.a. Select Contacts > Contacts List. Does the Note MVF control appear in the Contact form?
Yes

15.c. In the Notes field, click the Select button. Does the MVG applet appear?
Yes

15.d. Does the MVG applet display the Primary, Private, Note Type, and Note fields?
Yes

15.e.i. Is the Primary check mark visible in the Notes MVG applet?
Yes

15.e.ii. Can more than one record be marked as the Primary note?
No

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Module 32: Configuring Multi-Value Groups

40 Siebel 8.0 Essentials


Module 33: Data Layer Configuration

Lab 33-1 Adding Extension Columns (Unguided)

Goal To add custom extension columns to a table.

Time 15 - 20 minutes

Instructions:
ABC field service reps often need detailed information regarding how to locate and gain access to
assets on a customer’s premises.
In this lab, you will provide for this by adding two new fields to the existing Asset Mgmt - Asset
business component, using custom extension columns in the base table. You will first verify that
there are no existing fields in the business component or columns in the base table that could satisfy
your requirements. You will then extend the base table by adding two extension columns.

1. If you have not already done so, check out the Table Asset project. You should have completed
this at the end of the previous lab.

2. For each asset record, you will need to store access instructions and a flag indicating whether the
service person must call first before attempting to access the asset. Before you proceed with
creating new columns, inspect the existing columns to determine whether there are any that will
meet the users’ requirements.
a. Select Table :: S_ASSET | Columns.
b. Query for Physical Type = VarChar. You may need to scroll to the right to see this column.
Do any of the columns look like they are designed to store access instructions?

c. Re-query for Physical Type = Character. Do any of the columns look like they store a Call
First flag?

3. Add custom columns to S_ASSET.


a. Add a column record with following properties:
Name ACCESS_INSTR
Physical Type Varchar
Length 100
Note: The column name is automatically prefixed with X_.

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Module 33: Data Layer Configuration

b. Add a second new column record with the following properties:


Name CALL_FLG
Physical Type Character
Length 1

4. Make the physical changes to the local database by clicking the Apply/DDL button in the
OBLE. Use the following parameters:
Tables Current Row
Database user SIEBEL
Database user Password PPENGUIN
ODBC data source SSD Local Db default instance

5. Verify that the database changes were successfully implemented. You can use the dbisqlc.exe
tool supplied by the vendor of the SQL Anywhere database to query the local database.
a. Navigate to D:\OUsea\Tools\BIN directory and double-click dbisqlc.exe to start the
interactive SQL product for the SQL Anywhere database.
b. Click the Database tab in the Connect to Adaptive Server Anywhere dialog box. Using the
Browse button, change the File Type to All Files and select the database file:
D:\OUsea\Tools\LOCAL\sse_data.dbf.
c. Click the Login tab and fill in following fields:
User ID PPENGUIN
Password PPENGUIN
d. Click OK to launch the SQL tool.
e. Enter the following in the Command pane:
Select NAME, X_ACCESS_INSTR, X_CALL_FLG from SIEBEL.S_ASSET
f. Click Execute. You should see column names displayed in the Data window. (You may
have to scroll to the right to see all three column names.)
g. Exit the SQL tool.

6. Compile the S_ASSET table rather than compiling the entire Table Asset project. (The Table
Asset project is very large and would take several minutes to compile.)

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Module 33: Data Layer Configuration

Solutions 33-1 Adding Extension Columns (Unguided)

Answers:
2.b. Query for Physical Type = VarChar. You may need to scroll to the right to see this
column. Do any of the columns look like they are designed to store access instructions?
No

2.c. Re-query for Physical Type = Character. Do any of the columns look like they store a Call
First flag?
No

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Module 33: Data Layer Configuration

44 Siebel 8.0 Essentials


Module 33: Data Layer Configuration

Lab 33-1 Adding Extension Columns (Guided)

Goal To add custom extension columns to a table.

Time 15 – 20 minutes

Instructions:
ABC field service reps often need detailed information regarding how to locate and gain access to
assets on a customer’s premises.
In this lab, you will provide for this by adding two new fields to the existing Asset Mgmt – Asset
business component, using custom extension columns in the base table. You will first verify that
there are no existing fields in the business component or columns in the base table that could satisfy
your requirements. You will then extend the base table by adding two extension columns.

1. If necessary, open Siebel Tools and log in as PPENGUIN/PPENGUIN to the Local database.

2. If you have not already done so, check out the Table Asset project. You should have completed
this at the end of the previous lab.

3. For each asset record, you will need to store access instructions and a flag indicating whether the
service person must call first before attempting to access the asset. Before you proceed with
creating new columns, inspect the existing columns to determine whether there are any that will
meet the users’ requirements.
a. Select Table :: S_ASSET | Columns.
b. Query for Physical Type = VarChar. You may need to scroll to the right to see this column.
Do any of the columns look like they are designed to store access instructions?

c. Re-query for Physical Type = Character. Do any of the columns look like they store a Call
First flag?

4. You will add custom columns to S_ASSET.


a. Select Table :: S_ASSET | Column.
b. Add a new record with following properties:
Name ACCESS_INSTR
Physical Type Varchar
Length 100
Note: The column name is automatically prefixed with X_.

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Module 33: Data Layer Configuration

c. Add a second new column record with the following properties:


Name CALL_FLG
Physical Type Character
Length 1

5. You will make the physical changes to the local database. This is accomplished by using the
Apply/DDL button in the OBLE.
a. Select Table :: S_ASSET.
b. Click Apply/DDL.
c. In the Choose Option window, verify that Apply is selected and click OK.
d. In the Warning dialog, click OK.
e. Set or verify the following parameters in the Apply Schema dialog box:
Tables Current Row
Database user SIEBEL
Database user Password PPENGUIN
ODBC data source SSD Local Db default instance
f. Click Apply to accept these values.
g. After a few minutes you should see a message box that says, “Changes successfully applied.”
Click OK.

6. Now you will verify that the database changes were successfully implemented. You can use the
dbisqlc.exe tool supplied by the vendor of the SQL Anywhere database to query the local
database.
a. Navigate to D:\OUsea\Tools\BIN directory and double-click dbisqlc.exe to start the
interactive SQL product for the SQL Anywhere database.
b. Click the Database tab in the Connect to Adaptive Server Anywhere dialog box. Using the
Browse button, change the File Type to All Files and select the database file:
D:\OUsea\Tools\LOCAL\sse_data.dbf.
c. Click the Login tab and fill in following fields:
User ID PPENGUIN
Password PPENGUIN
d. Click OK to launch the SQL tool.
e. Enter the following in the Command pane:
Select NAME, X_ACCESS_INSTR, X_CALL_FLG from SIEBEL.S_ASSET
f. Click Execute. You should see column names displayed in the Data window. (You may
have to scroll to the right to see all three column names.)
g. If you receive the error “Column not found,” follow these steps to troubleshoot. Otherwise,
skip to the next step.
i. Verify the typing of your query.
ii. Try another query to make sure you are connected to the local database. Enter:
Select count(*) from SIEBEL.S_ASSET

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Module 33: Data Layer Configuration

iii. Exit the dbisqlc application and again verify your connection parameters.
iv. Go back to Siebel Tools and verify the column names.
v. Try to apply again.
vi. Consult your instructor for assistance if the preceding steps were unsuccessful.
h. Select File > Exit to exit the SQL tool.

7. Compile the S_ASSET table rather than compiling the entire Table Asset project. (The Table
Asset project is very large and would take several minutes to compile.)

Siebel 8.0 Essentials 47


Module 33: Data Layer Configuration

Solutions 33-1 Adding Extension Columns (Guided)

Answers:
3.b. Query for Physical Type = VarChar. You may need to scroll to the right to see this
column. Do any of the columns look like they are designed to store access instructions?
No.

3.c. Re-query for Physical Type = Character. Do any of the columns look like they store a Call
First flag?
No.

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Module 33: Data Layer Configuration

Lab 33-2 Adding New Fields (Unguided)

Goal To reference the custom extension columns and display them on a list applet.

Time 15 – 20 minutes

Instructions:
In this lab you will add new fields to an existing business component to reference the custom
extension columns you just created. You will then add two fields to the ABC Asset Location List
Applet to display the new data.

1. Add two new single value fields to the Asset Mgmt - Asset business component :
Name Column Type
Access Instructions X_ACCESS_INSTR DTYPE_TEXT
Call First X_CALL_FLG DTYPE_BOOL

2. Compile the Asset Mgmt - Asset business component.

3. Add new controls to the Asset Mgmt - Asset Detail Applet to display these fields. To make
room for the new fields, delete the Comments text and label controls. The access instructions
text control should have the following properties:
Name Access Instructions
Field Access Instructions
HTML Type Field

The call first checkbox control should have the following properties:
Name Call First
Field Call First
HTML Icon Map CHECK
HTML Type CheckBox
Runtime TRUE

Do not forget to add labels for each control.

4. Test your work by compiling the Asset Management project and verifying that the two new
fields appear in the form applet from the Assets List view.

Siebel 8.0 Essentials 49


Module 33: Data Layer Configuration

50 Siebel 8.0 Essentials


Module 33: Data Layer Configuration

Lab 33-2 Adding New Fields (Guided)

Goal To reference the custom extension columns and display them on a list applet.

Time 15 – 20 minutes

Instructions:
In this lab you will add new fields to an existing business component to reference the custom
extension columns you just created. You will then add two fields to the ABC Asset Location List
Applet to display the new data. Since you performed similar configuration in the prior labs, the steps
in this lab indicate what you need to accomplish but do not give the detailed steps. If you need some
assistance with these steps, review the detailed steps in the previous labs.

1. Add two new single value fields to the Asset Mgmt - Asset business component :
Name Column Type
Access Instructions X_ACCESS_INSTR DTYPE_TEXT
Call First X_CALL_FLG DTYPE_BOOL

2. Compile the Asset Mgmt - Asset business component.

3. You will add new controls to the Asset Mgmt – Asset Detail Applet to display these fields.
a. Select Applet :: Asset Mgmt – Asset Detail Applet.
b. Right-click and select Edit Web Layout.
c. In the Mode drop-down at the top left, select 1: Edit.
d. To make room for the new fields, select the Comments text and label controls, right-click,
and select Delete.
e. From the Web Controls Palette, next to the Web Layout Editor, drag and drop a Text control
onto the applet. A text control entitled (HTML Text) should appear.
f. Right-click the new text control and select View Properties Window if necessary. Set the
following properties:
Name Access Instructions
Field Access Instructions
HTML Type Field
g. From the Web Controls Palette, drag and drop a Label control next to the Access
Instructions text control.
h. In the Properties window, set the Caption – String Override property of the new label to
Access Instructions:. Set the Text Alignment property to Right.
i. From the Web Controls Palette, drag and drop a CheckBox control onto the applet.

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Module 33: Data Layer Configuration

j. In the Properties window, set the following properties:


Name Call First
Field Call First
HTML Icon Map CHECK
HTML Type CheckBox
Runtime TRUE
k. From the Web Controls toolbar, drag and drop a Label control (it has a picture of the letter
A) next to the Access Instructions text control.
l. Set the Caption – String Override property of the new Label to Call First and set the Text
Alignment property to Right.
m. Save your changes and close the Web Layout Editor.

4. You will test your work.


a. Compile the Asset Management project.
b. Start Siebel Call Center from Tools, if necessary.
c. Navigate to Assets > List.
d. Verify that the two new fields appear in the form applet.

5. Log out of Siebel Call Center.

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Module 33: Data Layer Configuration

Lab 33-3 Configuration Wrap-Up (Unguided)

Goal To transfer the modified configuration to the server.

Time 30 – 40 minutes

Instructions:
You have now completed your configuration of the ABC application. In this lab you will check in all
of your checked out projects. Since you made changes to the S_ASSET table, you will need to apply
these changes to the server database before you can test the ABC application using the Siebel Web
Client. You must also copy any template files that were modified to the corresponding server
directories. You will also need to administer any new views that you created, as well as add the new
LOV values you created for the ABC Stocking Frequency Picklist.

1. Check in all of the projects that you updated and created, and release the locks. Resize the Tools
window to less than full screen, to allow you to do other work while the check-in runs.

2. Apply your schema changes to the server database by starting Siebel Tools and logging in as
PPENGUIN/PPENGUIN to the Server database and applying the changes. Use the following
parameters:
Tables Current Row
Database user SIEBEL
Database user Password SIEBEL
ODBC data source SSD default instance

3. Verify your schema changes using a database vendor tool.


a. Select Start > Programs > Microsoft SQL Server 2005 > SQL Server Management Studio
Express.
b. Click Connect.
c. Click New Query.
d. Select siebeldb from the database drop-down list.
e. Enter the following query in the window: The column and table names in the query are case-
sensitive.
Select X_ACCESS_INSTR, X_CALL_FLG from S_ASSET
The column and table names in this query are case-sensitive.
f. Execute the query. The results appear in the bottom part of the window. If you receive the
error “invalid column name,” refer to the troubleshooting steps in first lab for this module.
g. Exit SQL Server Management Studio Express without saving changes.

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Module 33: Data Layer Configuration

4. Synchronize your local database with the server database using Siebel Remote.
a. Open the Siebel Developer Web Client and log in to Siebel Call Center as
PPENGUIN/PPENGUIN connecting to the Local database.
b. Select File > Synchronize Database.
c. In the dialog that appears, click the Synchronize button. This will synchronize the
administrative data you have created in your local database to the server.
Note: This Siebel Remote function synchronizes user and administrative data between the
local database and the server.
For the remainder of the lab, you will verify that the data you synchronized appears in the
server database. Note that this administrative data was not copied during check-in, but as part
of the Siebel Remote synchronization process.
d. Log out of Siebel Call Center.

5. Start the Siebel Call Center Web client and log in as PPENGUIN/PPENGUIN.

6. Verify the ABC Developer responsibility has been updated in the server database to include the
following views:
ABC Account Asset View
ABC Asset Supply Plan List View
List of Values View
Product Detail Key Features View

7. Copy the file siebel.srf from D:\OUsea\Client\OBJECTS\ENU to


D:\OUsea\siebsrvr\OBJECTS\ENU\new_siebel.srf. You will not be able to overwrite siebel.srf
in the destination directory, as the Siebel Server has it open. This is intentional to prevent
accidentally overwriting the original .srf file. You will rename new_siebel.srf after stopping the
Siebel Server service. Normally you would do a full compile of the server repository, but since
you are a single developer you know that you implemented all of the changes so a copy is faster.

8. Stop the Siebel Server service, rename siebel.srf to originalsiebel.srf, and rename
new_siebel.srf to siebel.srf.

9. Verify that the LOV data you created in the picklist lab appears on the server..
a. Start the Siebel Call Center Web client and log in as PPENGUIN/ PPENGUIN.
b. Select Administration - Data > List of Values.
c. Query for Type = ABC_STOCK_FREQ.
d. Verify that the values you created for the ABC Stocking Frequency picklist appear– Twice
Weekly, Weekly, Biweekly, and Monthly (4 weeks).
e. Ensure these values appear in the List of Values by clearing the cache. In the List of Values
list, click Clear Cache.

10. Verify the picklist values in Siebel Call Center application.


a. Navigate to Assets > List > Supply Plans.
b. Add a new Asset record in the form and select a product.
c. Add a new supply record in the list and verify the values in the Stocking Frequency picklist:
Twice Weekly, Weekly, Biweekly, and Monthly (4 weeks).

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Module 33: Data Layer Configuration

11. Log out of the Call Center application where you are logged in as PPENGUIN and close the
browser.

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Module 33: Data Layer Configuration

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Module 33: Data Layer Configuration

Lab 33-3 Configuration Wrap-Up (Guided)

Goal To transfer the modified configuration to the server.

Time 30 – 40 minutes

Instructions:
You have now completed your configuration of the ABC application. In this lab you will check in all
of your checked out projects. Since you made changes to the S_ASSET table, you will need to apply
these changes to the server database before you can test the ABC application using the Siebel Web
Client. You must also copy any template files that were modified to the corresponding server
directories. You will also need to administer any new views that you created, as well as add the new
LOV values you created for the ABC Stocking Frequency Picklist.

1. If necessary, start Siebel Tools and log in as PPENGUIN/PPENGUIN to the Local database.

2. You will check in all of the projects that you updated and created, and release the locks. You
may resize the window to less than full screen, to allow you to do other work while the check-in
runs.
a. Select Tools > Check In.
b. Select Locked/New objects.
c. Be sure that Maintain lock is not checked.
d. Click Check In. This will take about two minutes.

3. You will apply your schema changes to the server database.


a. Close the instance of Siebel Tools where you are connected to the Local database.
b. Start Siebel Tools and log in as PPENGUIN/PPENGUIN to the Server database.
c. Select Table :: S_ASSET | Column.
i. Query for all changed columns or query for columns that begin with X. Verify that
the two new columns you created in the first part of this lab appear:
X_ACCESS_INSTR and X_CALL_FLG.
d. Select Table :: S_ASSET.
i. Click Apply/DDL to apply the database schema changes to the server.
ii. Verify that Apply is selected and click OK.
iii. Set or verify the following parameters in the Apply Schema dialog box:
Tables Current Row
Database user SIEBEL
Database user Password SIEBEL
ODBC data source SSD default instance

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Module 33: Data Layer Configuration

iv. Click Apply. The message “Changes successfully applied” will appear. If it does not,
review the work you did in the earlier lab where you added an extension column.
v. Click OK.
e. Close the instance of Siebel Tools where you are connected to the Server database.

4. Now you will verify your schema changes using a database vendor tool.
a. Select Start > Programs > Microsoft SQL Server 2005 > SQL Server Management Studio
Express.
b. Click Connect.
c. Click New Query.
d. Select siebeldb from the database drop-down list.
e. Enter the following query in the window: The column and table names in the query are case-
sensitive.
Select X_ACCESS_INSTR, X_CALL_FLG from S_ASSET
The column and table names in this query are case-sensitive.
f. Execute the query. The results appear in the bottom part of the window. If you receive the
error “invalid column name,” refer to the troubleshooting steps in first lab for this module.
g. Exit SQL Server Management Studio Express without saving changes.

5. You will synchronize your local database with the server database using Siebel Remote.
a. Open the Siebel Developer Client and log in to Call Center as PPENGUIN connecting to the
Local database.
b. Select File > Synchronize Database.
c. In the dialog that appears, click the Synchronize button. This will synchronize the
administrative data you have created in your local database to the server.
Note: This Siebel Remote function synchronizes user and administrative data between the
local database and the server.
For the remainder of the lab, you will verify that the data you synchronized appears in the
server database. Note that this administrative data was not copied during check-in, but as part
of the Siebel Remote synchronization process.
d. Log out of Siebel Call Center.

6. Start the Siebel Call Center Web client and log in as PPENGUIN/PPENGUIN.

7. Verify the ABC Developer responsibility has been updated in the server database.
a. Navigate to Administration - Application > Responsibilities.
b. Select the ABC Developer responsibility.
c. Verify that the views you created (ABC Account Asset View and ABC Asset Supply Plan
List View) appear in the Views list.
d. Verify the following views also appear in the Views list for the ABC Developer
responsibility:
List of Values View
Product Detail Key Features View
e. Log out of the Siebel Call Center application and close the browser.

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8. You will copy the repository file to the server directory.


a. Copy the file siebel.srf from D:\OUsea\Client\OBJECTS\ENU to
D:\OUsea\siebsrvr\OBJECTS\ENU\new_siebel.srf. You will not be able to overwrite
siebel.srf in the destination directory, as the Siebel Server has it open. You will rename
new_siebel.srf after stopping the Siebel Server service. Normally you would do a full
compile of the server repository, but since you are a single developer you know that you
implemented all of the changes so a copy is faster.

9. You will stop and start the Siebel Server service to ensure that the Call Center Object Manager
references the newly copied version of the .srf file.
a. Switch to the Services window.
b. Locate the Siebel Server [Siebel_OUsrvr] service, right-click the record, and select Stop.
Monitor the progress until the service has stopped.
c. In Windows Explorer, navigate to D:\OUsea\siebsrvr\OBJECTS\ENU.
d. Right-click the siebel.srf file and rename it originalsiebel.srf.
e. Right-click the new_siebel.srf file and rename it siebel.srf.
f. Start the Siebel Services. Right-click the Siebel Server [Siebel_OUsrvr] service and select
Start. Monitor the progress until the service has started. Once the window disappears, the
service status will be Started.
Note: Open the Windows Task Manager. The CPU will work at roughly 100% for
approximately 1 to 3 minutes after the status Started appears in Services. When the CPU
stops working at 100%, the Siebel Server service is completely started. Wait until the CPU
stops working at 100% before continuing with the lab.

10. You will verify that the LOV data you created in the picklist lab appears on the server. Recall
that the LOV data you created during configuration was only in your local database.
a. Start the Siebel Call Center (now ABC Call Center) Web client and log in as PPENGUIN/
PPENGUIN.
b. Select Administration – Data > List of Values.
c. Query for Type = ABC_STOCK_FREQ.
d. Verify that the values you created for the ABC Stocking Frequency picklist appear– Twice
Weekly, Weekly, Biweekly, and Monthly (4 weeks).
e. Ensure these values appear in the List of Values by clearing the cache. In the List of Values
list, click Clear Cache.

11. Next, you will verify the picklist (LOV) values in Siebel Call Center application.
a. From the Site Map select Assets > List > Supply Plans.
b. Add a new Asset record in the form and select a product.
c. Add a new supply record in the list and verify the LOV display values in the Stocking
Frequency picklist: Twice Weekly, Weekly, Biweekly, and Monthly (4 weeks).

12. Log out of the Call Center application where you are logged in as PPENGUIN and close the
browser.

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Module 33: Data Layer Configuration

60 Siebel 8.0 Essentials


Module 34: Siebel Business Services

Lab 34-1 Examining a Business Service (Unguided)

Goals To examine the methods and arguments of a business service using Siebel Tools

Time 5 - 10 minutes

Instructions:
In this lab you will import the String Manipulation Business Service as described on the slides in the
module. After importing the Business Service, you will examine its methods and arguments using
Siebel Tools, and in a subsequent lab you will test it using the Business Service Simulator.

1. Start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample database.

2. Import the StringManipulation.sif archive file from D:\Labs\Essentials.

3. Examine the String Manipulation business service methods.


a. Select Business Service :: StringManipulation | Business Service Method.

b. Which business service methods are defined for the StringManipulation business service?

c. For the Length business service method:


i. What are the input arguments?

ii. What are the output arguments?

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Module 34: Siebel Business Services

d. For the Truncate business service method:


i. What are the arguments? Indicate if any are optional.

ii. What is specified using the Length argument?

4. Compile the imported StringManipulation business service into the client repository (.srf) file.

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Module 34: Siebel Business Services

Solutions 34-1 Examining a Business Service


(Unguided)

Answers
3.b. Which business service methods are defined for the StringManipulation business service?
Concatenate, Length, and Truncate.

3.c.i. What are the input arguments?


InputString.

3.c.ii. What are the output arguments?


Length.

3.d.i. What are the arguments? Indicate if any are optional.


Direction (optional), InputString, Length, and OutputString.

3.d.ii. What is specified using the Length argument?


This argument specifies the number of characters to be returned.

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Module 34: Siebel Business Services

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Module 34: Siebel Business Services

Lab 34-1 Examining a Business Service (Guided)

Goals To examine the methods and arguments of a business service using Siebel Tools

Time 5 - 10 minutes

Instructions:
In this lab you will import the String Manipulation Business Service as described on the slides in the
module. After importing the Business Service, you will examine its methods and arguments using
Siebel Tools, and in a subsequent lab you will test it using the Business Service Simulator.

1. First you will import an archive (.sif) file that contains the String Manipulation Business Service.
a. Start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample database.
b. Select Business Service in the Object Explorer.
c. Select Tools > Import from Archive.
d. Navigate to D:\Labs\Essentials and select StringManipulation.sif.
e. Click Open.
f. Accept the default setting for conflict resolution, as the object definitions in the archive are
new ones.
g. Click Next.
h. Click Next.
i. Click Yes.
j. Click Finish when the import has completed.

2. You will now examine the String Manipulation business service methods.
a. Select Business Service :: StringManipulation | Business Service Method.

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Module 34: Siebel Business Services

b. Which business service methods are defined for the StringManipulation business service?

3. Next you will examine the String Manipulation business service method arguments.
a. Select Business Service :: StringManipulation | Business Service Method :: Length | Business
Service Method Arg.
i. What are the input arguments?

ii. What are the output arguments?

b. Select Business Service :: StringManipulation | Business Service Method :: Truncate |


Business Service Method Arg.
i. What are the arguments? Indicate if any are optional.

ii. What is specified using the Length argument?

4. Finally you will compile the imported object definitions into the Client repository (.srf) file.
a. Log out of and close Siebel Call Center, if not already closed.
b. Select Business Service :: StringManipulation.
c. Right-click the StringManipulation Business Service and select Compile Selected Objects.
d. Ensure that you are compiling to D:\OUsea\Client\OBJECTS\ENU\siebel.srf.
e. Click Compile.

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Module 34: Siebel Business Services

Solutions 34-1 Examining a Business Service (Guided)

Answers
2.b. Which business service methods are used with the StringManipulation Business Service?
Concatenate, Length, and Truncate.

3.a.i. What are the input arguments?


InputString.

3.a.ii. What are the output arguments?


Length.

3.b.i. What are the arguments? Indicate if any are optional.


Direction (optional), InputString, Length, and OutputString.

3.b.ii. What is specified using the Length argument?


This argument specifies the number of characters to be returned.

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Module 34: Siebel Business Services

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Module 34: Siebel Business Services

Lab 34-2 Testing a Business Service (Unguided)

Goals To test a business service using the business service simulator

Time 5 - 10 minutes

Instructions:
1. Start the Siebel Call Center Developer Web Client and log in as SADMIN/SADMIN connecting
to the Sample database.

2. Test the StringManipulation Business Service that was imported in the previous lab.
a. Navigate to Administration - Business Service > Simulator.
b. Create a new record in the top applet using the following parameters. Make sure that you
pick the service and names from the respective picklists.
Service Name StringManipulation
Method Name Length

3. Create the input arguments.


a. Create a new record in the Input Arguments list applet with a Test Case # of 1, a Property
Name of InputString, and a Value of Siebel CRM.

4. Run the Business Service Simulator.


a. Select StringManipulation in the Simulator list applet.
b. Click Run on One Input in the top applet.

5. Observe the output in the lowermost applet, Output Arguments. What are the Output Arguments
of the Business Service?

6. Test another method of the business service.


a. Create a new record in the Simulator applet to test the Concatenate method of the
StringManipulation business service.

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Module 34: Siebel Business Services

b. Create two Input Arguments for this method: String1 with a value of Larry, and String2
with a value of Ellison, including a space before the word Ellison.

c. Test the Concatenate method by incrementing the Test Case # value and using the Run on
One Input button.
d. What is the output of the business service?

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Module 34: Siebel Business Services

Solutions 34-2 Testing a Business Service (Unguided)

Answers
5. Observe the output in the lowermost applet, Output Arguments. What are the Output
Arguments of the Business Service?
A property set containing an empty Type and Value and a property name of Length with the
property value 10.

6.d. What is the output of the business service?


Larry Ellison.

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Module 34: Siebel Business Services

Lab 34-2 Testing a Business Service (Guided)

Goals To test a business service using the business service simulator

Time 5 - 10 minutes

Instructions:
1. Start the Siebel Call Center Developer Web Client and log in as SADMIN/SADMIN connecting
to the Sample database.

2. You will test the StringManipulation Business Service that was imported in the previous lab.
a. Navigate to Site Map > Administration - Business Service > Simulator.
b. Create a new record in the top applet using the following parameters. Make sure that you
pick the service and names from the respective picklists.
Service Name StringManipulation
Method Name Length

3. Next you will create the input arguments.


a. Click New in the Input Arguments list applet to create a new record.
b. Enter 1 in the Test Case # field.
c. Click the Select button in the Property Name field.
d. In the Property Set Properties window, click New, then create new input arguments using the
following parameters. Note that this property set contains a single name value pair
Property Name Property Value
InputString Siebel CRM

e. Click Save.
f. Click OK.

4. You will next run the Business Service Simulator.


a. Select StringManipulation in the Simulator list applet.
b. Click Run on One Input in the top applet.

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Module 34: Siebel Business Services

5. Observe the output in the lowermost applet, Output Arguments.


a. What are the Output Arguments of the Business Service?

6. You will test another method of the business service.


a. Create a new record in the Simulator applet to test the Concatenate method of the
StringManipulation business service.
b. Create a new record in the Input Arguments list applet.
c. Click the Select button in the Property Name field.
d. In the Property Set Properties window, click New and create two new name value pairs using
the following parameters. Make sure to add a space character in front of Ellison in String2.
Property Name Value
String1 Larry
String2 Ellison

e. Test the Concatenate method. You can increment the Test Case # value and use the Run on
One Input button, or alternately delete the existing Input and Output Arguments before
testing the next method.
f. What is the output of the business service?

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Module 34: Siebel Business Services

Solutions 34-2 Testing a Business Service (Guided)

Answers
5.a. What are the Output Arguments of the Business Service?
A property set containing an empty Type and Value and a property name of Length with the
property value 10.

6.d. What is the output of the business service?


Larry Ellison

74 Siebel 8.0 Essentials


Module 35: Building Siebel Workflow Processes

Lab 35-1 Building a Siebel Workflow Process (Unguided)

Goals To create a Siebel workflow process

Time 25 - 35 minutes

Instructions:
In this lab you will build a workflow process that retrieves the first and last name of a contact, and
then creates an identifier for the contact using the first initial followed the full last name. Typically
you would store this identifier in a new field but for the purposes of this lab you will use an existing
field.
The workflow consists of a Siebel operation step to retrieve the contact’s first and last name, a
business service step to truncate the first name to a single character, another business service step to
concatenate the initial and the last name, and finally a second Siebel operation step to update the
contact record with the concatenated string. You will use the StringManipulation business service
you examined in the previous lab to perform the string operations.
You will add additional process properties to store the data manipulated by the workflow. This lab is
intended to provide practice in using process properties in workflows.

1. If necessary, start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample
database.

2. If necessary, lock the ABC WF project as you will be assigning new object definitions to that
project.

3. Create a new workflow process object definition using the parameters below and invoke the
workflow designer on it.
Process Name ABC Create Contact Identifier
Project ABC WF
Business Object Contact

4. Add workflow steps and connect them to specify the workflow process.
a. Add the following steps in order: Start, Siebel Operation, Business Service, Business Service,
Siebel Operation, and End.

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Module 35: Building Siebel Workflow Processes

b. Add connectors between each step, making sure that each connector is anchored at both ends.
The workflow should look like the following:

5. Assign meaningful names to each step as follows:


Step Name
Siebel Operation 0 Get First and Last Name
Business Service 0 Truncate First Name
Business Service 1 Concatenate Names
Siebel Operation 1 Store Identifier
End 0 End

6. Before you configure each of the steps, create additional process properties to store the data that
is processed in this workflow. Process properties are edited in the Multi-Value Properties
Window (MVPW) at the bottom of the editor.
a. Click on the workspace grid to display the process properties in the MVPW.
b. Add the following new process properties accepting the default values for In/Out and Type.
Name
FirstName
LastName
Initial
ContactCode

7. Configure each of the steps. You will first configure the Get First and Last Name step to query
the contact business component for the record whose Id field equals the value in the Object Id
process property. The operation then returns the first and last name of the contact.
a. Select the Get First and Last Name step and assign the following properties:
Business Component Contact
Operation Query

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b. Create Search Spec Input Arguments as follows:


Expression Business Component Contact
Filter Business Component Contact
Type Expression
Search Specification "[Id]='" + [&Object Id] + "'"
This expression indicates to retrieve the record whose Id is equal to the value in the Object Id
process property. The syntax used in this search expression is very important. After the equal
sign there is a single quote followed by a double quote. At the end of the expression there is a
double quote followed by a single quote followed by a double quote. And a space is needed
before and after each of the plus signs.
You may copy and paste the expression from D:\Labs\Essentials\WF SearchSpec.txt.
c. Create Output Arguments to specify the fields to be returned and the process property to
which each field is to be assigned as follows:
Property Name Type Business Component Name Business Component Field
FirstName Business Component Contact First Name
LastName Business Component Contact Last Name

8. Configure the Truncate First Name step to return the first letter of the contact's first name (that
is, the first initial).
a. Select the Truncate First Name step and assign the following properties:
Business Service Name StringManipulation
Business Service Method Truncate
b. Add the following Input Arguments for the call to the Truncate method.
Input Argument Type Value Property Name
InputString Process Property FirstName
Length Literal 1
A length of 1 converts the first name into an initial.
c. Assign the output argument to a process property as follows:
Property Name Type Output Argument
Initial Output Argument OutputString

9. Configure the Concatenate Names step to combine the contact's initial and last name to form the
desired contact identifier. The identifier will be stored in the ContactCode process property.
a. Select the Concatenate Names step and assign the following properties:
Business Service Name StringManipulation
Business Service Method Concatenate
b. Add input arguments for the call to the Concatenate method.
Input Argument Type Value Property Name
String1 Process Property Initial
String2 Process Property LastName

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Module 35: Building Siebel Workflow Processes

c. Add output arguments to a process property.


Property Name Type Output Argument
ContactCode Output Argument OutputString

10. Configure the Store Identifier step. You will assign the identifier you created to the Mail Stop
field for the purposes of this lab.
a. Select the Store Identifier step and assign the following properties:
Business Component Contact
Operation Update
You use the Update operation to store a value in a business component field.
b. Add the following Field Arguments to specify the field in the contact business component to
be updated.
Field Name Type Property Name
Mail Stop Process Property ContactCode

11. Validate the workflow to check for syntactic errors.

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Module 35: Building Siebel Workflow Processes

Lab 35-1 Building a Siebel Workflow Process (Guided)

Goals To create a Siebel workflow process

Time 25 - 35 minutes

Instructions:
In this lab you will build a workflow process that retrieves the first and last name of a contact, and
then creates an identifier for the contact using the first initial followed the full last name. Typically
you would store this identifier in a new field but for the purposes of this lab you will use an existing
field.
The workflow consists of a Siebel operation step to retrieve the contact’s first and last name, a
business service step to truncate the first name to a single character, another business service step to
concatenate the initial and the last name, and finally a second Siebel operation step to update the
contact record with the concatenated string. You will use the StringManipulation business service
you examined in the previous lab to perform the string operations.
You will add additional process properties to store the data manipulated by the workflow. This lab is
intended to provide practice in using process properties in workflows.

1. If necessary, start Siebel Tools and log in as SADMIN/SADMIN to the Sample database

2. If necessary, lock the ABC WF project as you will be assigning new object definitions to that
project.

3. You will first create a workflow process object definition and invoke the workflow designer.
a. Select Workflow Process in the Object Explorer.
b. Create a new record with the following:
Process Name ABC Create Contact Identifier
Project ABC WF
Business Object Contact
c. Right-click ABC Create Contact Identifier and select Edit Workflow Process. Observe
that the workflow designer appears in a separate tab in the editing window.

4. You will next add workflow steps and connect them to specify the workflow process.
a. Drag a Start step onto the designer workspace by clicking the step in the palette and keeping
the button depressed until the step is positioned as desired.
b. Add the following steps in order: Siebel Operation, Business Service, Business Service,
Siebel Operation, and End.
c. Drag a connector and position it so that the left end is in the Start step.

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Module 35: Building Siebel Workflow Processes

d. Position the mouse over the white box at the right end of the connector and stretch the
connector until it touches the Siebel operation step. A red dot appears when the connector is
anchored to the step.
e. Add connectors to sequence the remaining steps, making sure that each connector is
anchored at both ends. The workflow should look like the following:

5. You will now assign meaningful names to each step.


a. Select the first Siebel Operation step. A selection box appears around the step.
b. Right-click and select View Properties Window.
c. Change the Name property to Get First and Last Name.
d. Repeat the above step for the remaining steps in the workflow, assigning the following
names:
Step Name
Business Service 0 Truncate First Name
Business Service 1 Concatenate Names
Siebel Operation 1 Store Identifier
End 0 End

6. Before you configure each of the steps, you will create additional process properties to store the
data that is processed in this workflow. Process properties are edited in the Multi-Value
Properties Window (MVPW) at the bottom of the editor.
a. Click on the workspace grid to display the process properties in the MVPW
b. Add the following new process properties accepting the default values for In/Out and Type.
Name
FirstName
LastName
Initial
ContactCode

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Module 35: Building Siebel Workflow Processes

7. You will next configure each of the steps. Note that some of the values are entered in the
standard properties window while others are entered in the MVPW. You will first configure the
Get First and Last Name step to query the Contact business component for the record whose Id
field equals the value in the Object Id process property. The operation then returns the first and
last name of the contact.
a. Select the Get First and Last Name step, right-click, and select View Properties Window
to display the standard properties window.
b. Assign the following properties
Business Component Contact
Operation Query
c. Under the Search Spec Input Arguments tab in the MVPW , create a new record with:
Expression Business Component Contact
Filter Business Component Contact
Type Expression
Search Specification "[Id]='" + [&Object Id] + "'"
This expression indicates to retrieve the record whose Id is equal to the value in the Object Id
process property. The syntax used in this search expression is very important. After the equal
sign there is a single quote followed by a double quote. At the end of the expression there is a
double quote followed by a single quote followed by a double quote. And a space is needed
before and after each of the plus signs.
You may copy and paste the expression from D:\Labs\Essentials\WF SearchSpec.txt.

d. Under the Output Arguments tab add the following two records to specify the fields to be
returned and the process property to which each field is to be assigned. Make sure you
populate the properties in the order shown. For instance you will not be able to select the
contact business component until you set Type to Business Component.
Property Name Type Business Component Name Business Component Field
FirstName Business Component Contact First Name
LastName Business Component Contact Last Name

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Module 35: Building Siebel Workflow Processes

8. You will next configure the Truncate First Name step to return the first letter of the contact's first
name (that is the first initial).
a. Select the Truncate First Name step and make sure the properties window is open.
b. Assign the following properties in the standard properties window. Make sure you first pick
the Business Service Name from the picklist. Then pick the method name from its picklist.
Business Service Name StringManipulation
Business Service Method Truncate
You may need to make the properties window wider to be able to easily identify the two
properties listed above.
c. Under the Input Arguments tab in the MVPW add the following two records to configure the
input arguments for the call to the Truncate method. If the Display Name value for a record
in the picklist is blank, scroll to the right and look for the Name value.
Input Argument Type Value Property Name
InputString Process Property FirstName
Length Literal 1
A length of 1 converts the first name into an initial.
d. Under the Output Arguments tab add the following record to assign the output argument to a
process property.
Property Name Type Output Argument
Initial Output Argument OutputString

9. You will next configure the Concatenate Names step to combine the contact's initial and last
name to form the desired contact identifier. The identifier will be stored in the ContactCode
process property.
a. Select the Concatenate Names step and make sure the properties window is open.
b. Assign the following properties in the standard properties window. Make sure to pick each
property from its picklist.
Business Service Name StringManipulation
Business Service Method Concatenate
c. Under the Input Arguments tab add the following two records to configure the input
arguments for the call to the Concatenate method.
Input Argument Type Value Property Name
String1 Process Property Initial
String2 Process Property LastName

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d. Under the Output Arguments tab add the following record to assign the output argument to a
process property.
Property Name Type Output Argument
ContactCode Output Argument OutputString

10. You will finally configure the Store Identifier step. You will assign the identifier you created to
the Mail Stop field for the purposes of this lab.
a. Select the Store Identifier step and make sure the properties window is displayed.
b. Assign the following properties
Business Component Contact
Operation Update
You use the Update operation to store a value in a business component field.
c. Under the Field Input Arguments tab add the following record to specify the field in the
contact business component to be updated.
Field Name Type Property Name
Mail Stop Process Property ContactCode

11. Finally you will validate the workflow for syntactic errors. On the lab for the next module you
will simulate the workflow to verify that it executes as designed.
a. Right-click on the designer background and select Validate.
b. Click Yes if asked to save changes.
c. Click Start.
d. Examine any messages that may appear and edit your configuration accordingly.
e. Click Cancel to close the validation window.

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Lab 35-2 Branching in a Siebel Workflow Process


(Unguided)

Goals To create a Siebel workflow process that includes conditional logic

Time 15 - 20 minutes

Instructions:
In this lab you will build a workflow process that sets the priority of a service request to ASAP
whenever the severity is set to Critical. You will configure a decision step to implement this logic.
In addition you will design the workflow process so that the decision logic is applied only to
workflows whose status is not Closed.
This lab is intended to provide practice in incorporating conditional logic in workflow processes.

1. Create a new workflow process object definition using the parameters below and invoke the
workflow designer on it.
Process Name ABC Update SR Priority
Project ABC WF
Business Object Service Request

2. Add workflow steps and connections to specify the workflow process as shown below.

3. Rename the following steps.


Decision Point step Assess Priority
Siebel Operation step Set Priority to ASAP

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4. Configure the decision step by specifying conditions on one or more of the outgoing connectors.
In this case you will set a condition on Connector 1(in the above diagram) that checks if the
Severity of the service request is Critical. You will set Connector 3 to be the default connector
(that is if the severity is other than Critical).
a. Modify the properties of the connector between the decision step and the Siebel Operation
step as follows:
Name Critical
Type Condition
b. Edit the conditions of the Critical connector as follows:
Compare to Business Component
Operation One Must Match (Ignore Case)
Object Service Request
Field Severity
Values 1-Critical
c. Select the connector between the decision step and the end step and set the properties as
follows:
Name Not Critical
Type Default

5. Add logic that first checks if the status of the workflow is closed. If the service request is closed,
the workflow should proceed directly to the end step. Another decision step (between the start
and Assess Severity step) could be used. However, you will configure this logic using branches
on the Start step itself.
a. Set the properties of the connector between the Start step and End step as follows:
Name Closed
Type Condition
b. Edit the conditions of the connector as follows:
Compare to Business Component
Operation One Must Match (Ignore Case)
Object Service Request
Field Status
Values Closed
c. Set the properties of the connector between the Start step and the Decision step as follows:
Name Not Closed
Type Default

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6. Configure the Siebel Operation step to assign a priority of ASAP to the service request.
a. Select the Set Priority to ASAP step and assign the following properties:
Business Component Service Request
Operation Update
b. Add field input arguments to the step as follows:
Field Name Type Value
Priority Literal 1-ASAP

7. Save all of your configuration changes.

8. Validate the workflow for syntactic errors.

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Lab 35-2 Branching in a Siebel Workflow Process


(Guided)

Goals To create a Siebel workflow process that includes conditional logic

Time 15 – 20 minutes

Instructions:
In this lab you will build a workflow process that sets the priority of a service request to ASAP
whenever the severity is set to Critical. You will configure a decision step to implement this logic.
In addition you will design the workflow process so that the decision logic is applied only to
workflows whose status is not Closed.
This lab is intended to provide practice in incorporating conditional logic in workflow processes.

1. You will first create a workflow process object definition and invoke the workflow designer.
a. In Siebel Tools, select Workflow Process in the Object Explorer.
b. Create a new record with the following:
Process Name ABC Update SR Priority
Project ABC WF
Business Object Service Request
c. Invoke the workflow designer by right-clicking the record and selecting Edit Workflow
Process.

2. You will next add workflow steps and connect them to specify the workflow process.
a. Add the following steps in order: Start, Decision Point, Siebel Operation, and End.
b. Add connectors as follows. Make sure each connector is anchored at both ends.
From step To Step
Start Decision
Decision Siebel Operation
Siebel Operation End
Decision End
Start End

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c. Arrange the steps in the designer as shown below. Observe that the connectors bend
automatically at right angles eliminating the need to manually edit the connector itself Also
observe that a label appears on some of the connectors; you will edit the label when you
create conditions for these connectors.

3. Rename the following steps.


Hint: to rename a step, select the step and right-click to display the properties window. Edit the
name property.
Decision Point step Assess Priority
Siebel Operation step Set Priority to ASAP

4. Next you will configure the decision step by specifying conditions on one or more of the
outgoing connectors. In this case you will set a condition on Connector 1(in the above diagram)
that checks if the Severity of the service request is Critical. You will set Connector 3 to be the
default connector (that is if the severity is other than Critical).
a. Select the connector between the decision step and the Siebel Operation step.
b. Right-click and select View Properties Window.
c. Set the following properties:
Name Critical
Type Condition
Note: The name property specifies the label that appears in the workflow designer.
d. Right-click the Critical connector and select Edit Conditions.
e. Enter the following information in the Compose a Condition dialog box:
Compare to Business Component
Operation One Must Match (Ignore Case)
Object Service Request
Field Severity
Setting these values specifies that the severity field is to be checked at run time
f. Click the New button next to the Values field to create a new record.

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g. In the Pick Value box, select 1-Critical, and click OK.

h. Click Add to add this condition, and then click OK.


i. Select the connector between the decision step and the end step.
j. Right-click and select View Properties Window.
k. Set the following properties:
Name Not Critical
Type Default

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5. You will next add logic that first checks if the status of the workflow is closed. If the service
request is closed, the workflow should proceed directly to the end step. Another decision step (in
between the start and Assess Severity step) can be used. However you will configure this logic
using the branches on the start step itself.
a. Click the connector between the Start step and the End step.
b. Right-click and select View Properties Window.
c. Set the following properties:
Name Closed
Type Condition
d. Right-click this same connector and select Edit Conditions.
e. Enter the following information in the Edit Conditions dialog box: Be sure to select the
Service Request object from the picklist rather than typing it in
Compare to Business Component
Operation One Must Match (Ignore Case)
Object Service Request
Field Status
f. Click the New button next to the Values field to create a new record.
g. In the Pick Value box, select Closed, and click OK.
h. Click Add to add this condition, and then click OK.
i. Click the connector between the Start step and the Decision step
j. Right-click and select View Properties Window.
k. Set the following properties::
Name Not Closed
Type Default

6. You will next configure the Siebel Operation step to assign a priority of ASAP to the service
request.
a. Select the Set Priority to ASAP step and make sure the properties window is displayed.
b. Assign the following properties
Business Component Service Request
Operation Update
c. Under the Field Input Arguments tab add the following record to specify the field to be
updated.
Field Name Type Value
Priority Literal 1-ASAP
In this case a literal value (1-ASAP) is assigned to the business component field.

7. Save all of your configuration changes.

8. Validate the workflow for syntactic errors.

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Module 36: Testing and Deploying Siebel Workflow Processes

Lab 36-1 Testing a Siebel Workflow Process (Unguided)

Goals To simulate a workflow process to determine that the workflow executes as designed

Time 15 - 25 minutes

Instructions:
1. If necessary, start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample
database.

2. Set or confirm the following debug options in Siebel Tools:


Executable E:\OUSea\Client\BIN\siebel.exe
CFG File E:\OUSea\Client\BIN\ENU\uagent.cfg
Browser E:\Program Files\Internet Explorer\IEXPLORER
Working Directory E:\OUSea\Client\BIN
Arguments /h
Login information:
User name SADMIN
Password SADMIN
Data source Sample

3. If necessary, expose the Simulation toolbar.

4. In order to simulate the ABC Create Contact Identifier workflow you created in the previous lab,
you need to first create a test contact record in the Siebel application.
a. Start the Siebel Call Center Developer Web client and log in as SADMIN/SADMIN to the
Sample database.
b. Create a new Contact record with
Last Name Pearson
First Name Lester
c. Verify that the contact’s Mail Stop field is blank. This is the field into which the workflow
process inserts the contact identifier.
d. Record the row number of the contact you created. ____________
e. Log out of the Siebel Call Center. There must be no running instances of the Siebel client for
the simulator to start.

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5. Invoke the Workflow Simulator to test the workflow process. The simulator can be invoked from
within Siebel Tools from either the workflow process list in the object list editor or directly from
the workflow designer.
a. Display the workflow designer with the ABC Create Contact Identifier workflow process.
b. Add the Row Id of the test record you created to the Default String field of the Object Id
process property and explicitly save your change.
c. Right-click in the workflow designer and select Simulate. Observe that a new tabbed window
appears in the editor with the first step of the workflow outlined. Also note that the first
button in the Simulator toolbar is highlighted.
d. Click the (green) Start Simulation button in the Simulate toolbar. Observe that an instance
of the Siebel client starts, and that it takes several seconds for the client to display a view
titled Workflow Simulator.
e. Once that view appears return to Siebel Tools, and wait until the initiation of the simulation
has completed. You should see the second step in the workflow process highlighted.
f. Launch the Watch Window to monitor the changes to the data as the workflow moves
through each step.
g. Click the Simulate Next button to execute the steps of the workflow. Observe the FirstName
and LastName process properties in the Watch window display the fields from the contact
record you created.
h. Click OK and then close the Simulator window.

6. In Siebel Call Center, verify that the workflow stored the contact identifier for Lester Pearson in
the Mail Stop field.

7. In Siebel Tools, delete the row number for the context record you created and explicitly save this
change.

8. Deploy the workflow to the client for further testing by selecting it and clicking the Publish
button. Verify that the workflow process was deployed by checking that the status is updated to
Completed.

9. Activate the workflow process in the client.


a. In Siebel Call Center, navigate to the Workflow Deployment view.
b. Select ABC Create Contact Identifier in the Repository Workflow Processes list applet and
click Activate.
c. Verify that the workflow appears in the Active Workflow Processes tab in the lower applet.

The workflow is now ready to be tested in the client.

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Lab 36-1 Testing a Siebel Workflow Process (Guided)

Goals To simulate a workflow process to determine that the workflow executes as designed

Time 15 - 25 minutes

Instructions:
1. If necessary, start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample
database.

2. You will first make sure that the Debug options are set to allow the Workflow Simulator to run
correctly.
a. In Siebel Tools, select View > Options.
b. Click the Debug tab.
c. Make sure the following run-time startup information is entered.
Executable D:\OUSea\Client\BIN\siebel.exe
CFG File D:\OUSea\Client\BIN\ENU\uagent.cfg
Browser D:\Program Files\Internet Explorer\IEXPLORE.exe
Working Directory D:\OUSea\Client\BIN
Arguments /h
d. Make sure the following login information is entered.
User name SADMIN
Password SADMIN
Data source Sample
e. Click OK.

3. If necessary, expose the Simulation toolbar by selecting View > Toolbars > Simulate.

4. In order to simulate the ABC Create Contact Identifier workflow you created in the previous lab,
you will need to first create a test contact record in the Siebel application.
a. If necessary, start the Siebel Call Center Developer Web client and log in as
SADMIN/SADMIN to the Sample database.
b. Navigate to the My Contacts View.
c. Create a new record with
Last Name Pearson
First Name Lester
d. Drill down on the new record and click the More Info tab.

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e. Verify that the Mail Stop field is blank. This is the field into which the workflow process
inserts the contact identifier.
f. Right-click the record and select About Record. Record the row number. ____________
g. Click OK.
h. Log out of the Siebel Call Center. There must be no running instances of the Siebel client for
the simulator to start.

5. You will now invoke the Workflow Simulator to test the workflow process. The simulator can be
invoked from either the workflow process list in the object list editor or directly from the
workflow designer.
a. Return to Siebel Tools and display the workflow designer with the ABC Create Contact
Identifier workflow process.
b. Click the Process Properties tab on the MVPW.
c. Select the Object Id process property.
d. Locate the Default String property and enter the row number for the contact record you just
created. You may have to scroll to the right to display the Default String property.
e. Save the new data by clicking the Save button in the toolbar. Configuration data in the
workflow designer must be saved explicitly.
f. Right-click in the workflow designer and select Simulate. Observe that a new tabbed
window appears in the editor with the first step of the workflow outlined. Also note that the
first button in the Simulator toolbar is highlighted.

g. Click the (green) Start Simulation button in the Simulate toolbar. Observe that an instance
of the Siebel client starts, and that it takes several seconds for the client to display a view
titled Workflow Simulator.
h. Once that view appears return to Siebel Tools, and wait until the initiation of the simulation
has completed. You should see the second step in the workflow process highlighted.

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i. Right-click in the simulator window and select Watch Window to open the watch window.
If necessary expand PS:Property Set to display the properties in the watch window.

j. Click the Simulate Next button to execute the step that is highlighted.
Observe the FirstName and LastName process properties in the Watch window display the
fields from the contact record you created. If necessary expand Workflow Process Data to
display the properties in the watch window. If this step errors out, you should stop the
simulation and verify that the search specification was entered correctly.

k. Click the Simulate Next button until the End step is highlighted. After each step inspect the
process properties to verify that the process properties are populated as desired.

l. Click the Simulate Next button once more to complete the simulation.
m. Click OK and then close the Simulator window.

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6. You will now verify that the workflow did store the contact identifier.
a. Return to the Siebel Call Center application.
b. Navigate to the Lester Pearson contact record you created. A direct way to do so is to
navigate to the Contacts Home screen and click the link under recent records.
c. Navigate to the More Info view.
d. Verify that the Mail Stop field now displays the contact identifier created by the workflow.

7. Once you have completed simulation of the workflow process, you should delete the row number
for the context record you created.
a. In Siebel Tools, return to the workflow designer.
b. In the Process Properties tab in the MVPW, clear the Default String property for the Object
Id process property.
c. Make sure to explicitly save these changes.

8. The work flow is now ready to be deployed to the client for further testing.
a. Click the Workflow Process List tab in the editor.
b. Select the ABC Create Contact Identifier record.

c. Click the Publish button in the WF/Task Editor Toolbar


d. Verify that the workflow process was deployed by checking that the status is updated to
Completed.

9. You will finally activate the workflow process in the client.


a. In Siebel Call Center, navigate to Administration - Business Process > Workflow
Deployment.
b. Select ABC Create Contact Identifier in the Repository Workflow Processes list applet and
click Activate.
c. Verify that the workflow appears in the Active Workflow Processes tab in the lower applet.

The workflow is now ready to be tested in the client.

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Module 36: Testing and Deploying Siebel Workflow Processes

Lab 36-2 Testing Branching in a Siebel Workflow


Process (Unguided)

Goals To simulate a workflow process that involves branching

Time 15 – 25 minutes

Instructions:
In this lab you will simulate the ABC Update SR Priority workflow process you created in a
previous lab. The workflow includes conditional processing and you will run the simulator several
times to verify that the workflow executes the conditional processing correctly.

1. In Siebel Call Center, create a test service request record with the following properties:
Summary Test ABC Update SR Priority Workflow
Priority 3 - Medium
Severity 1 - Critical
Record the row number of the service request record. _______________

2. Add the row number as the default value for the Object Id process property for the ABC Update
SR Priority workflow process.

3. Simulate the workflow to verify that it executes the desired conditional logic; that is, it sets the
priority to 1 - ASAP.

4. Confirm that the priority has been properly set by checking in Siebel Call Center.

5. Modify the service request as follows, run the workflow simulation, and observe how the
workflow behaves with the data.
Priority 3 - Medium
Severity 4 - Low

6. Close the service request, run the workflow simulation, and observe how the workflow behaves.

7. Once you have completed your simulations, delete the row number from the workflow.

8. The workflow is now ready to be deployed to the client for further testing. Use the
Publish/Activate button that publishes the workflow to the client and activates it there as well.
a. Verify that the workflow process was deployed by checking that the status is updated to
Completed.
b. Verify that the workflow process is also activated in Siebel Call Center.

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Module 36: Testing and Deploying Siebel Workflow Processes

Lab 36-2 Testing Branching in a Siebel Workflow


Process (Guided)

Goals To simulate a workflow process that involves branching

Time 15 – 25 minutes

Instructions:
In this lab you will simulate the ABC Update SR Priority workflow process you created in a
previous lab. The workflow includes conditional processing and you will run the simulator several
times to verify that the workflow executes the conditional processing correctly.
The instructions in this lab are not as detailed as in the previous lab. Feel free to refer to those
instructions when you might need additional details.

1. You will first create a test service request record.


a. In Siebel Call Center, navigate to Service Requests > Service Request List
b. Create a new record with:
Summary Test ABC Update SR Priority Workflow
c. Drill down on the new record.
d. Click the Show More button to display the Priority and Severity fields.
e. Verify that the Priority is 3 - Medium.
f. Set the Severity to 1 - Critical.
g. Save the new record.
h. Right-click the record, select About Record, and record the row number. _______________
i. Log out of Siebel Call Center. There must be no running instances of the Siebel client for the
simulator to start.

2. You will now add the row number as the default value for the Object Id process property.
a. Return to Siebel Tools and display the workflow designer with the ABC Update SR Priority
workflow process.
b. Click the Process Properties tab on the MVPW.
c. Select the Object Id process property.
d. Locate the Default String property and enter the row number for the contact record you just
created. You may have to scroll to the right to display the Default String property.
e. Save the new data.

3. You will next simulate the workflow to verify that it executes the desired conditional logic.
a. Start the simulation following the steps you used in the first part of this lab.
b. Use the Simulate Next button to manually advance the simulation one step at a time.

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c. Verify that the workflow executes the Assign Priority step.


d. Complete the simulation, and leave the simulation window open.
e. Return to Siebel Call Center and navigate back to the service request record you created.
f. Verify that the priority was changed to 1-ASAP.

4. You will next modify the service request and observe how the workflow behaves with the data.
a. Modify the service request fields as follows:
Priority 3 - Medium
Severity 4 - Low
b. Save the record.
c. Log out of Siebel Call Center.
d. In Siebel Tools run the simulation until it completes. What occurred this time?

e. Verify in Siebel Call Center that the priority of the workflow was not changed.

5. You will close the service request and observe how the workflow behaves.
a. Modify the service request fields as follows:
Status Closed
b. Save the record.
c. Log out of and close Siebel Call Center.
d. In Siebel Tools run the simulation until it completes. What occurred this time?

e. Restart Siebel Call Center and verify that the priority of the workflow was not changed.

6. Once you have completed your simulations, you should delete the row number for the service
request record you created.
a. Close the Simulation Window.
b. Return to the workflow designer.
c. In the Process Properties tab in the MVPW, clear the Default String property for the Object
Id process property.
d. Make sure to save these changes.

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7. The workflow is now ready to be deployed to the client for further testing. This time you will use
the Publish/Activate button that publishes the workflow to the client and activates it there as
well.
a. Click the Workflow Process List tab in the editor.
b. Select the ABC Update SR Priority record.

c. Click the Publish/Activate button in the WF/Task Editor Toolbar


d. Verify that the workflow process was deployed by checking that the status is updated to
Completed.
e. Verify that the workflow process is also activated
i. In Siebel Call Center, navigate to Administration - Business Process > Workflow
Deployment.
ii. Verify that the ABC Update SR Priority workflow appears in both the Repository
Workflow Processes upper applet and the Active Workflow Processes tab in the
lower applet.

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Solutions 36-2 Testing Branching in a Siebel Workflow


Process (Guided)

Answers
4.d In Siebel Tools run the simulation until it completes. What occurred this time?
The simulation started by advancing to the Assess Priority step and then proceeded directly
to the End Step. This occurred because the priority was not equal to 1-Critical

5.d In Siebel Tools run the simulation until it completes. What occurred this time?
The simulation stated by advancing directly to the End step, and completing immediately.
This occurred because of the condition on the start step that first checks if the service
request is closed.

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Module 37: Executing Workflow Processes

Lab 37-1 Executing a Workflow Process using a


Run-time Event (Unguided)

Goals To invoke a workflow process using a run-time event

Time 10 - 15 minutes

Instructions:
In a previous lab you created the ABC Update SR Priority workflow process and published/activated
it to the client. You will incorporate this workflow process as-is into a workflow policy in a
subsequent lab. In this lab you will make a copy of this workflow process and modify it slightly to
enable it to be invoked by a run-time event.

1. If necessary, start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample
database.

2. Make a copy of the ABC Update SR Priority workflow process and name it ABC Update SR
Priority RTE. RTE stands for run-time event.
Note: You may need to revise the original workflow before copying it to ensure the copy is
editable.

3. Modify the workflow process to allow it to be invoked by a runtime event.


a. Start the workflow designer for the ABC Update SR Priority RTE workflow process and
modify the Not Closed connector leading from the Start step with the following properties:
Type Condition
Event Object Type BusComp
Event Object Service Request
Event WriteRecord
These properties specify that the workflow will be invoked whenever a Service Request
record is written to the database.
b. Save your changes.

4. Deploy and activate the workflow and verify that the status changes to Completed.

5. In Siebel Call Center, navigate to the Workflow Deployment View and verify that your new
workflow was successfully deployed and activated.

6. Refresh the cache of run-time events by navigating to the Runtime Events view and selecting
Reload Runtime Events.

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7. Test that the workflow is invoked by a run-time event.


a. Create and save a new service request with the following properties:
Summary ABC WF RTE test
Priority 3 - Medium
Severity 1 - Critical
b. Verify that the Priority has been updated to 1 - ASAP.
c. Reset the priority to 3 - Medium, set the severity to something other than 1 - Critical, and
save the record. Confirm that the priority remains unchanged.

8. Once you are satisfied that the workflow behaves as desired, deactivate it so that the priority of a
service request will no longer be adjusted by this workflow. You do this to prevent this workflow
from potentially interfering with following labs.
a. Navigate to the Administration - Business Processes > Workflow Deployment View.
b. Select ABC Update SR Priority RTE in the Active Workflows Processes list and select
Menu > Deactivate Process in the lower list applet.
c. Verify that the Deployment State changes to Inactive.
d. Refresh the cache of run-time events.

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Module 37: Executing Workflow Processes

Lab 37-1 Executing a Workflow Process using a


Run-time Event (Guided)

Goals To invoke a workflow process using a run-time event

Time 10 -15 minutes

Instructions:
In a previous lab you created the ABC Update SR Priority workflow process and published/activated
it to the client. You will incorporate this workflow process as-is into a workflow policy in a
subsequent lab. In this lab you will make a copy of this workflow process and modify it slightly to
enable it to be invoked by a run-time event.

1. If necessary, start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample
database.

2. You will first make a copy of the ABC Update SR Priority workflow process.
a. Select Workflow Process :: ABC Update SR Priority.
b. Select Edit > Copy Record.
c. Name the process ABC Update SR Priority RTE. RTE stands for run-time event.
d. Save the modified record.
Note: You may need to revise the original workflow before copying it to ensure the copy is
editable.

3. You will next modify the workflow process to allow it to be invoked by a runtime event.
a. Start the workflow designer for the ABC Update SR Priority RTE workflow process.
b. Select the Not Closed connector leading from the Start step.
c. Right-click and select View Properties Window.

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d. Change the following properties (in the order listed):


Type Condition
Event Object Type BusComp
Event Object Service Request
Event WriteRecord

These properties specify that the workflow will be invoked whenever a Service Request
record is written to the database.
e. Save your changes.

4. You are now ready to deploy and activate the workflow


a. Return to the Workflow Process list in the Editor.
b. Publish/Activate the ABC Update SR Priority RTE workflow process.
c. Verify that the status changes to Completed.

5. In Siebel Call Center, navigate to the Administration - Business Processes > Workflow
Deployment View and verify that your new workflow was successfully deployed and activated.

6. You will finally need to refresh the cache of run-time events.


a. Navigate to the Administration - Runtime Events > Events view.
b. Click the Applet menu button and select Reload Runtime Events.

7. You are now ready to test that the workflow is invoked by a run-time event.
a. Navigate to the My Service Requests view.
b. Create a new service request with
Summary ABC WF RTE test
Priority 3 – Medium
Severity 1 - Critical
c. Right-click and select Save Record.
d. Verify that the Priority has been updated to 1 - ASAP. This indicates that the workflow was
invoked.
e. Reset the priority to 3 - Medium and set the severity to something other than 1-Critical
f. Save the record and verify that Priority remains unchanged.

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8. Once you are satisfied that the workflow behaves as desired, you will deactivate it so that the
priority of a service request will no longer be adjusted by this workflow. You will do this to
prevent this workflow from potentially interfering with following labs.
a. Navigate to navigate to the Administration - Business Processes > Workflow Deployment
View.
b. Select ABC Update SR Priority RTE in the Active Workflows Processes list.
c. Select Menu > Deactivate Process (in the lower list applet).
d. Verify that the Deployment State changes to Inactive.
e. Navigate to the Administration - Runtime Events > Events view to update the run-time event
cache
f. Click the Applet menu button and select Reload Runtime Events to refresh the cache of
run-time events.

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Module 37: Executing Workflow Processes

Lab 37-2 Executing a Workflow Process from a Control


(Unguided)

Goals To invoke a workflow process from a menu item in an applet

Time 15 - 20 minutes

Instructions:
In this lab you will add a menu item to the applet menu in the Contact Form applet and then create
an Applet User property to invoke the ABC Create Contact Identifier workflow process you built
and tested in previous labs.

1. This lab involves configuring two object types (Command and Applet User Prop) that are not
normally exposed in the Object Explorer. Expose the Command and Applet User Prop object
types.

2. Lock the Contact (SSE) project. This is the project that contains the Contact Form applet you
will edit.

3. Create a new Command object using the properties below. This command references a named
method (ABCContact) that will invoke the workflow.
Name ABC Update Contact
Project Contact (SSE)
Method ABCContact
Target Server

4. Compile the ABC Update Contact command object.

5. Create an Applet Method Menu Item on the Contact Form Applet using the properties below.
This menu item allows the user to invoke the command using the applet menu.
Command ABC Update Contact
Menu text – String Override Update Contact Identifier
Position 99

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6. Create an Applet User Property on the Contact Form Applet using the properties below. This
user property associates the ABCContact named method with the ABC Update Contact Identifier
workflow process you created and tested.
Name Named Method: ABCContact
Value 'INVOKESVC'. "Workflow Process Manager','RunProcess','"ProcessName'",
'"ABC Create Contact Identifier"','"RowId"','[Id]'
Syntax is important here; all parameters have single quotes surrounding them. In addition
Process Name , RowId, and the name of the workflow have additional double quotes inside the
single quotes. The easiest way to create this expression is to copy the Named Method: New
Order User Prop and edit the value using the expression builder.
The parameters that follow INVOKSVC specify to invoke the Workflow Process Manager using
the RunProcess method (that is execute a workflow) and to pass in (Process Name) ABC Create
Contact Identifier workflow and (RowId) the Id field of the selected business component.

7. Compile the Contact Form Applet object.

8. Test the configuration you performed.


a. Start the Siebel Call Center Developer Web client and log in as SADMIN/SADMIN
connecting to the Sample database.
b. Query for the Robert Abel contact record.
c. Verify that the Mail Stop field is blank.
d. Click the applet menu button in the upper applet and verify that a new menu item named
Update Contact Identifier appears at the bottom of the menu.
e. Select Update Contact Identifier in the applet menu, and verify that the contact identifier is
generated and displayed in the Mail Stop field.

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Module 37: Executing Workflow Processes

Lab 37-2 Executing a Workflow Process from a Control


(Guided)

Goals To invoke a workflow process from a menu item in an applet

Time 15 - 20 minutes

Instructions:
In this lab you will add a menu item to the applet menu in the Contact Form applet and then create
an Applet User Prop property to invoke the ABC Create Contact Identifier workflow process you
built and tested in previous labs.

1. This lab involves configuring several object types (Command and Applet User Prop) that are not
normally exposed in the Object Explorer. You will expose these object types.
a. In Siebel Tools, select View > Options and click the Object Explorer tab.
b. Select Command.
c. Expand Applet and select Applet User Prop.
d. Click OK.

2. Lock the Contact (SSE) project. This is the project that contains the Contact Form applet you
will edit.

3. You will first create a Command object that references a named method (ABCContact) that will
invoke the workflow.
a. Select Command in the Object Explorer.
b. Create a new record with
Name ABC Update Contact
Project Contact (SSE)
Method ABCContact
Target Server
c. Compile the new command object into D:\OUsea\Client\OBJECTS\ENU\siebel.srf .
Remember to close any active instances of the Siebel client.

4. Next you will create an Applet Method Menu Item that allows the user to invoke the command.
a. Select Applet :: Contact Form Applet | Applet Method Menu Item
b. Create a new record with
Command ABC Update Contact
Menu text – String Override Update Contact Identifier
Position 99

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5. Finally you will create an Applet User Property that associates ABCContact named method with
the ABC Update Contact Identifier workflow process you created and tested.
a. Select Applet :: Contact Form Applet | Applet User Prop
b. Create a new record with
Name Named Method: ABCContact
Value 'INVOKESVC', 'Workflow Process Manager','RunProcess','"ProcessName'",
'"ABC Create Contact Identifier"','"RowId"','[Id]'
Syntax is important here; all parameters have single quotes surrounding them. In addition
Process Name , RowId, and the name of the workflow have additional double quotes inside
the single quotes. The easiest way to create this expression is to copy the Named Method:
New Order User Prop and edit the value using the expression builder.
The parameters that follow INVOKSVC specify to invoke the Workflow Process Manager
using the RunProcess method (that is execute a workflow) and to pass in (Process Name)
ABC Create Contact Identifier workflow and (RowId) the Id field of the selected business
component.

c. Click OK to close the expression builder.


d. Click OK to dismiss the warning dialog.

6. Compile the Contact Form Applet object into D:\OUsea\Client\OBJECTS\ENU\siebel.srf .

7. You are now ready to test the configuration you performed.


a. Start the Siebel Call Center Developer client and log in as SADMIN/SADMIN connecting to
the Sample database.
b. Navigate to the My Contacts view.
c. Query for the Robert Abel record and drill down on it.
d. Click the More Info tab and verify that the Mail Stop field is blank. This is the field that will
display the contact identifier when it is created by the workflow.

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Module 37: Executing Workflow Processes

e. Click the applet menu button in the upper applet and verify that a new menu item named
Update Contact Identifier appears at the bottom of the menu.

f. Select Update Contact Identifier in the applet menu, and verify that the contact identifier is
generated and displayed in the Mail Stop field.

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Module 38: Using Workflow Policies

Lab 38-1 Creating a Workflow Policy (Unguided)

Goals To create a workflow policy that invokes the ABC Update SR Priority workflow process
when certain conditions are met

Time 5 - 10 minutes

Instructions:
In this lab you will be creating and running a workflow policy in the Workflow Process Manager
server component. Typically you would develop and test workflows using a local database and
check them in to the server repository. Since you developed the workflow using the sample database,
you cannot migrate the workflow by checking it in. Rather, you export the workflow from the
sample repository and import it into the server repository. Since the focus of this lab is creating a
workflow policy, the server database has already been populated with a copy of the ABC Update SR
Priority workflow you developed in the previous labs.

1. Activate the workflow on the server.


a. Start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Navigate to the Workflow Deployment view.
c. Select the ABC Update SR Priority workflow process and activate it.

2. Create a workflow group under Administration - Business Process > Policy Groups with the
properties below. A workflow group is a collection of workflow policies that will monitored
together.
Name ABC Daily Workflows
Comments Policies that invoke workflow
processes that run once daily

3. Create a workflow policy action under Administration - Business Process > Actions with the
properties below. Workflow policy actions specify the processing to be performed when a policy
is satisfied.
Name Run ABC Update SR Priority
Program Run Workflow Process
Workflow Object Service Request

4. Create arguments for the Run ABC Update SR Priority action with the following values. Note
that the value you are entering is the name of the workflow to be executed when the policy is
satisfied.
Argument ProcessName
Value ABC Update SR Priority

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5. Create a workflow policy to specify the conditions under which the policy will be executed.
a. Create a new policy under Administration - Business Process > Policies with the following
values:
Name SR Policy
Workflow Object Service Request
Policy Group ABC Daily Workflows
Activation <yesterday’s date>
Duration 0
Units Minute(s)
You left Duration and Units at the default value of zero minutes for testing purposes. Once
you have verified that the policy works, you would then change these values so that the
duration specifies the actual length of time required by your business policies.
b. Create the following condition for the policy:
Condition Field Service Request Status
Operation =
Value Pending
c. Reference the action you created earlier.
Action Run ABC Update SR Priority
Sequence 1
d. Verify that the arguments you specified previously appear.

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Lab 38-1 Creating a Workflow Policy (Guided)

Goals To create a workflow policy that invokes the ABC Update SR Priority workflow process
when certain conditions are met

Time 5 - 10 minutes

Instructions:
In this lab you will be creating and running a workflow policy in the Workflow Process manager
server component. Typically you would develop and test workflows using a local database and
check them into the server repository. Since you developed the workflow using the sample database,
you cannot migrate the workflow by checking it in. Rather you export the workflow from the sample
repository and import it into the server repository. Since the focus of this lab is creating a workflow
policy, the server database has already been populated with a copy of the ABC Update SR Priority
workflow you developed in the previous labs.

1. You will first activate the workflow on the server.


a. Start the Siebel Call Center Web client and login as SADMIN/SADMIN.
b. Navigate to the Administration - Business Process > Workflow Deployment view.
c. Select the ABC Update SR Priority workflow process and activate it.

2. You will now create a workflow group. A workflow group is a collection of workflow policies
that are monitored together.
a. Navigate to Administration - Business Process > Policy Groups, by clicking the Policy
Groups link in the link bar.
b. In the Policy Groups list, create a new record with the following values:
Name ABC Daily Workflows
Comments Policies that invoke workflow processes that run once daily

3. You will next create a workflow policy action to specify the processing to be performed when a
policy is satisfied.
a. Navigate to Administration - Business Process > Actions, by clicking the Actions link in the
link bar.
b. In the Actions list, create a new record with the following values:
Name Run ABC Update SR Priority
Program Run Workflow Process
Workflow Object Service Request

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c. In the Arguments list, create a new record with the following values. Note that the value you
are entering is the name of the workflow to be executed when the policy is satisfied.
Argument ProcessName
Value ABC Update SR Priority
4. You will finally create a workflow policy to specify the conditions under which the action will
be executed.
a. Navigate to Administration - Business Process > Policies by clicking the Policies link.
b. In the Policies List list, create a new record with the following values:
Name SR Policy
Workflow Object Service Request
Policy Group ABC Daily Workflows
Activation <yesterday’s date>
Duration 0
Units Minute(s)
You left Duration and Units at the default value of zero minutes for testing purposes. Once
you have verified that the policy works, you would then change these values so that the
duration specifies the actual length of time required by your business policies.
c. In the Conditions list, create a new record with the following values:
Condition Field Service Request Status
Operation =
Value Pending
d. In the Actions list, refer to the action you created earlier: You will need to scroll down to find
the Actions list applet
Action Run ABC Update SR Priority
Sequence 1
e. Scroll down to the bottom applet and verify that the arguments you specified previously
appear.

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Module 38: Using Workflow Policies

Lab 38-2 Administering Server Components (Unguided)

Goals To enable the use of a workflow policy by generating triggers and starting a workflow
monitor agent task

Time 30 - 50 minutes

Instructions:
Now that workflow policies are defined, triggers need to be set in the Siebel database to support the
policies. You will then start the Workflow Monitor Agent server component so that the activated
policies are monitored and enforced.
Depending on the current state of the server components, you might need to do additional server
management.

1. Check to make sure that the Workflow Management component group (which includes the
Generate Triggers component) is enabled on the server. If it is not enabled on the server, enable
it and restart the server.

2. Check to make sure that the background components are properly synchronized by verifying that
the Generate Triggers component is listed as a synchronized component.

3. Create and submit a Generate Triggers job with the following parameters and confirm that the
job completes successfully:
Name Value
EXEC True
Privileged User SIEBEL
Privileged User Password SIEBEL

4. Customize a copy of the Workflow Monitor Agent component definition to monitor the ABC
Daily Workflows policy group.
a. Locate the Workflow Monitor Agent component definition in the Administration - Server
Configuration > Enterprises > Component Definitions view.
b. Copy the Workflow Monitor Agent component definition and set the following properties:
Component ABC Workflow Monitor – Daily Group
Alias ABCWorkMonDaily
Component Type Workflow Monitor Agent
Component Group Workflow Management
Run Mode Background

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c. Set the following component parameters:


Group Name ABC Daily Workflows
Password SADMIN
User Name SADMIN
d. Set the following advanced component parameters.
Auto Restart TRUE
Default Tasks 1
Siebel File System D:\siebfile
Sleep Time 30
These parameters will cause the new copy of Workflow Monitor Agent to start automatically
when the Siebel Server is online, and check the ABC Daily Workflows Group every 30
seconds. In the future, you may change the Sleep Time to a period greater than 30 seconds,
but for the purposes of testing this lab, you will need it to run more frequently.

5. Activate the Component Definition and then synchronize the components.

6. Restart the Siebel Server service to make the ABC Workflow Monitor - Daily Group
component available on the Siebel Server.

7. Verify that the ABC Workflow Monitor component is now running on your Siebel server
a. Start the Siebel Call Center Web client and login as SADMIN/SADMIN.
b. Verify that ABC Workflow Monitor - Daily Group component appears as a task and is
running.

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Lab 38-2 Administering Server Components (Guided)

Goals To enable the use of a workflow policy by generating triggers and starting a workflow
monitor agent task

Time 30 - 50 minutes

Instructions:
Now that workflow policies are defined, triggers need to be set in the Siebel database to support the
policies. You will then start the Workflow Monitor Agent server component so that the activated
policies are monitored and enforced.
Depending on the current state of the server components, you might need to do additional server
management.

1. You will first check to make sure that the Workflow Management component group (which
includes the Generate Triggers component) is enabled. If it is not enabled on the server you will
then enable it.
a. If necessary, start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Navigate to Administration - Server Configuration > Enterprises > Component Groups.
c. Query for Workflow Management in the Component Groups list applet.
d. Examine the record in the Component Groups Assignments list applet.
i. If the Assigned? And Enable on Server? fields are both checked the Workflow
Management Component group is enabled and you will proceed to step 2.
ii. If they are not both checked, click Assign and /or Enable.
iii. Log out of the Siebel Call Center Web client.
iv. Stop the Siebel Server service using the Services window.
v. Start the Siebel Server service. Remember to wait until the Siebel Server service has
started up completely
vi. Start the Siebel Call Center Web client and log in as SADMIN/SADMIN.

2. You will next check to make sure that the batch components are properly synchronized.
a. Navigate to Administration - Server Configuration > Enterprises > Synchronize.
b. Query for the Generate Triggers component. Typically either no components are listed or
all of the enabled batch components are listed.
c. If the Generate Triggers component is not listed, then click Synchronize to update the batch
component parameters in the gateway server. This may take several minutes to complete.

3. You will create a Generate Triggers component request in the Siebel Call Center Web client
a. Navigate to Administration - Server Management > Jobs.
b. In the Jobs list, click New.
c. In the Component/Job field, select Generate Triggers from the picklist.

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d. In the Job Parameters list at the bottom of the screen, add three new parameters.:
Name Value
EXEC True
Privileged User SIEBEL
Privileged User Password SIEBEL

4. You will run the Generate Triggers job.


a. In the Jobs list, click the Submit Job button.
b. Refresh the view by clicking Query then clicking Go to monitor the job status until the job
has completed successfully.

5. You now ready to customize a copy of the Workflow Monitor Agent component definition that
you will configure to monitor the ABC Daily Workflows policy group.
a. Navigate to Administration - Server Configuration > Enterprises > Component Definitions.
b. In the Component Definitions list, query for Component = Workflow Monitor Agent.
c. Right-click the Workflow Monitor Agent component definition and select Copy Record.
d. Enter or verify the following properties:
Component ABC Workflow Monitor – Daily Group
Alias ABCWorkMonDaily
Component Type Workflow Monitor Agent
Component Group Workflow Management
Run Mode Background
e. Save the record by clicking the Menu button and selecting Save Record.
f. Refresh the list by querying for Component = ABC* and verify that the new component
definition has the value Creating.

6. You will now customize the component definition by specifying parameters.


a. In the Component Parameters list, click the Parameter column heading to sort the parameters
alphabetically.
b. If necessary, click the Reset button.
c. Verify that the following parameters have the corresponding values. Update the parameter if
necessary.
Group Name ABC Daily Workflows
Password SADMIN
User Name SADMIN
d. Click the Advanced button and specify the following parameters in the list.
Auto Restart TRUE
Default Tasks 1
Siebel File System D:\siebfile
Sleep Time 30

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These parameters will cause the new copy of Workflow Monitor Agent to start automatically
when the Siebel Server is online, and check the ABC Daily Workflows Group every 30 seconds.
In the future, you may change the Sleep Time to a period greater than 30 seconds, but for the
purposes of testing this lab, you will need it to run more frequently.

7. You will next activate the Component Definition.


a. In the Component Definitions list, click the Activate button.
b. Verify that the State has changed from Creating to Active.
c. Click the Synchronize button. This should run for several seconds as the component
definition is synchronized to the Gateway servers to make it available for use.

8. The ABC Workflow Monitor - Daily Group component is not yet available on your Siebel
Server. You will need to restart the Siebel Server service to make it available.
a. Log out of the Siebel Call Center Web client.
b. Stop the Siebel Server service using the Services window.
c. Start the Siebel Server service. Remember to wait until the Siebel Server service has started
up completely
d. Close the Services window

9. You will finally verify that the ABC Workflow Monitor component is now running on your
Siebel server
a. Start the Siebel Call Center Web client and login as SADMIN/SADMIN.
b. Navigate to Administration - Server Management > Components.
c. Verify that ABC Workflow Monitor - Daily Group component appears in the Components
list applet.
d. Verify that the state of the ABC Workflow Monitor - Daily Group task is running.

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Module 38: Using Workflow Policies

Lab 38-3 Invoking a Workflow Process via Workflow


Policy (Unguided)

Goals To invoke the workflow process via a workflow policy.

Time 10 minutes

Instructions:
You are now ready to test the workflow policy you created.

1. Create a service request with the properties below to meet the conditions of the workflow policy
created in the previous lab.
Summary Testing WF Policy
Status Pending
Severity 1-Critical
Priority 3-Medium

2. Verify that the workflow process was invoked by checking to see that the service request Priority
has been elevated to 1-ASAP.
Note: Since the Workflow Monitor Agent runs every 30 seconds, wait at least one minute to
view the results. Remember to refresh the view by executing an empty query.

3. Under Administration - Server Management > Tasks, verify that the ABC Workflow Monitor -
Daily Group task is still running. In addition, observe that there is a just-completed Workflow
Process Manager task.

4. Once you have verified that the workflow policy behaves as desired, shut down the ABC
Workflow Monitor - Daily Group component. You do this to reduce the load on the server.

5. Use the Administration - Server Configuration > Servers > Components view to set the ABC
Workflow Monitor - Daily Group component to Manual Start. Shutting it down only stopped
it for this instance of the server; setting it to Manual Start ensures it will not start up again if the
server is restarted. This will also avoid conflicts with later labs.

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Module 38: Using Workflow Policies

Lab 38-3 Invoking a Workflow Process via Workflow


Policy (Guided)

Goals To invoke the workflow process via a workflow policy.

Time 10 minutes

Instructions:
You are now ready to test the workflow policy you created.

1. You will create a service request to meet the conditions of the workflow policy created in the
previous lab.
a. Navigate to Service Requests > Service Request List > My Service Requests.
b. Create a new service request.
c. Drill down on the new record.
d. Click the Show More button in the form applet to display the severity and priority fields.
e. Enter the following values:
Summary Testing WF Policy
Status Pending
Severity 1-Critical
Priority 3-Medium
f. Save the record.
g. Verify that the workflow process was invoked by checking to see that the service request
Priority has been elevated to 1-ASAP.
Note: Since the Workflow Monitor Agent runs every 30 seconds, wait at least one minute to
view the results. Remember to refresh the view by executing a null query.

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2. (Optional) Navigate to Administration - Server management > Tasks, and observe that the ABC
Workflow Monitor - Daily Group task is still running. In addition observe that there is a just-
completed Workflow Process Manager task.

3. Once you have verified that the workflow policy behaves as desired, you will shutdown the ABC
Workflow Monitor - Daily Group component. You will do this to reduce the load on the server.
a. Navigate to Administration - Server management > Components
b. Select ABC Workflow Monitor – Daily Group
c. Click Shutdown. This changes the state to Shutting Down and State Icon changes to yellow.
d. Wait several seconds and refresh the display by executing a blank query.
e. Verify that the state has changed to Shutdown.

4. You will next set the component to start manually so that it will no longer start every time you
have to restart the Siebel server.
a. Navigate to Administration - Server Configuration > Servers > Components
b. In the Components list, select ABC Workflow Monitor – Daily Group.
c. Click Manual Start.

5. Finally log out of the Siebel Web client and close the browser.

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Module 39: Siebel Task UI

Lab 39-1 Executing a UI Task (Unguided)

Goals To execute a UI task

Time 5 - 10 minutes

Instructions:
In this lab you will invoke and execute a UI task that was created to demonstrate several key
concepts about a UI task. You will use this task to create a new contact and add several notes. The
task is designed to collect contact name information in the first view and phone details in the second
view. The task contains a view in which you choose to either add a note or review and submit the
information you entered. The task flow has been constructed to loop back after a note has been
added and to ask you to choose again.

1. The task you will examine in this lab is not part of the as-delivered Call Center application.
Rather the task was configured separately and compiled into a modified SRF file that was used in
the initial labs in this course. When you started the configuration section of the course you
performed a complete compile which produced a SRF file that does not contain the configured
task. Replace the SRF file that you created in the configuration section with a backup copy of the
original SRF file that includes the task customizations.
a. If necessary, log out of the Siebel Call Center Developer Web client.
b. If necessary, close Siebel Tools.
c. In Windows Explorer, navigate to D:\OUsea\client\OBJECTS\ENU.
d. Rename siebel.srf to siebel_config.srf
e. Copy siebel_back.srf and name the copy siebel.srf.

2. Start the Siebel Call Center Developer Web client and log in as SADMIN/SADMIN to the
Sample database.

3. Display the task pane and verify that it lists a UI task with the name Create a New Contact and
Add Notes.

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4. Invoke the UI Task.


a. Click Create a New Contact and Add Notes and create a new record with the following
values:
Last Name Tiger
First Name Scott
Mr/Ms Mr
Work Phone # 925-694-1111
Work Fax # 925-694-1991
Mobile Phone # 510-325-1199
Home Phone # 510-564-9119
Email scott.tiger@oracle.com
Feel free to enter other values for these fields. Using the exact values above is not critical in
this lab.
b. Add two new notes.
c. Verify that the final view shows all the data you entered and then submit the data.

5. Verify that the new contact record is now accessible in the regular Siebel application, and that
the notes for that contact now appear in the standard public notes view.

6. Create a new contact, but practice pausing and resuming the task.
a. Start the task.
b. Enter the new contact name information and click Next.
c. Enter some phone details for the contact and click Pause to suspend execution of the task.
d. Click OK to dismiss the dialog box.
e. Navigate to Accounts > Accounts List and select the 3Com record. This simulates an
interruption that you might encounter while working on a task.
f. Navigate to the Inbox to resume the UI task by clicking the Go to Inbox link at the bottom of
the task pane.
g. Locate the paused UI task and drill down on it.
h. Verify that the task resumes where you paused it and that any data you entered into that view
is still there.
i. Complete the task and confirm that all the new data you entered is now displayed in a
standard Siebel view, just as if you had completed the task without pausing.

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Module 39: Siebel Task UI

Lab 39-1 Executing a Task (Guided)

Goals To execute a task

Time 5 – 10 minutes

Instructions:
In this lab you will invoke and execute a task that was created to demonstrate several key concepts
about the task UI framework. You will use this task to create a new contact and add several notes.
The task is designed to collect contact name information in the first view and phone details in the
second view. The task contains a view in which you choose to either add a note or review and submit
the information you entered. The task flow has been constructed to loop back after a note has been
added and to ask you to choose again.

1. The task you will examine in this lab is not part of the as-delivered Call Center application.
Rather the task was configured separately and compiled into a modified SRF file that was used in
the initial labs in this course. When you started the configuration section of the course you
performed a complete compile which produced a SRF file that does not contain the configured
task. You will now replace the SRF file that you created in the configuration section with a
backup copy of the original SRF file that includes the task customizations.
a. If necessary, log out of the Siebel Call Center Developer Web client.
b. If necessary, close Siebel Tools.
c. In Windows Explorer, navigate to D:\OUsea\client\OBJECTS\ENU.
d. Rename siebel.srf to siebel_config.srf
e. Copy siebel_back.srf and name it siebel.srf.

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Module 39: Siebel Task UI

2. You will first display the task pane in order to invoke the task.
a. Start the Siebel Call Center Developer Web client and log in as SADMIN/SADMIN to the
Sample database.
b. Click the Task button in the global toolbar to display the task pane.

c. Verify that the Task Pane is displayed and that it lists a task with the name Create a New
Contact and Add Notes.

3. You will now invoke the task.


a. In the task pane, click Create a New Contact and Add Notes.
b. Verify that a task view replaces the normal Siebel view.
c. Create a new record with the following:
Last Name Tiger
First Name Scott
Mr/Ms Mr.
Feel free to enter other values for these fields. Using the exact values above is not critical in
this lab.
d. Click Next.
e. Enter the following phone details:
Work Phone # 925-694-1111
Work Fax # 925-694-1991
Mobile Phone # 510-325-1199
Home Phone # 510-564-9119
Email scott.tiger@oracle.com
f. Click Next.
g. Select Add a new note, and click the Next button in the playbar applet in the lower right
corner of the task view.
h. Enter a short note in the Description field

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i. Click Next.
j. Select Add a new note, and click Next.
k. Enter a second note in the Description field.
l. Click Next
m. Select Review and submit, and click Next.
n. Verify that the final view shows all the data you entered.
o. Click the Submit button in the playbar applet at the bottom of the view. Observe that the task
view disappears and the previous Siebel view reappears.

4. You will next verify that the new contact record is now accessible in the regular Siebel
application.
a. Navigate to Contacts > Contacts List > My Contacts.
b. Query for the contact you created above (Scott Tiger or whomever you created).
c. Drill down on the record to navigate to the contact detail view.
d. Navigate to the Contact Notes Public Notes view, and verify that all the data you entered is
now displayed in a standard Siebel view.

5. Finally you will create a new contact. However you will pause and resume the task.
a. In the task pane, click Create a New Contact and Add Notes.
b. Enter the new contact name information and click Next.
c. Enter some phone details for the contact and click Pause to suspend execution of the task.
d. Click OK to dismiss the dialog box. Observe that the task view disappears and is replaced by
the previous Siebel view.
e. Navigate to Accounts > Accounts List and select the 3Com record. This simulates an
interruption that you might encounter while working on a task.

6. You will now resume the task and verify that you did not lose any data you entered.
a. Click the Go to Inbox link at the bottom of the task pane to navigate to the Inbox to resume
the task
b. Locate the paused task (with the most recent timestamp) and drill down on it.
c. Verify that the task resumes where you paused it and that any data you entered into that view
is still there.
d. Complete the task, and click the Submit button in the playbar applet.
e. Navigate to the My Contacts view.
f. Query for the new contact you entered.
g. Navigate to the Contact Notes Public Notes View and verify that all the new data you entered
is now displayed in a standard Siebel view, just as if you had completed the task without
pausing.

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Lab 40-1 Creating a UI Task (Unguided)

Goals To create a simple UI task that includes two task views

Time 40 - 50 minutes

Instructions:
In this lab you will create a new task that guides a user through creating a new account and
associating an opportunity with that account. In a real implementation, you would first design and
create several custom applets to enter the account fields of interest. Each applet would appear
sequentially in the task.
However since you have already learned how to configure applets, you will instead reuse existing
applets in this lab, and concentrate on configuring the task-related objects.
This basic task uses two sequential views in which the user first enters account information and then
enters opportunity information.

1. Before you start any configuration you will expose several object types that are not displayed by
default in the object explorer.
a. If necessary, start Siebel Tools and log in as SADMIN/SADMIN to the Sample database.
b. Expose the Task Group and View Task Group objects.

2. Create the task by configuring the Task object in Siebel Tools.


a. Create and lock a new project called ABC UI Tasks.
b. Create a new task using the Task wizard and using the following values:
Project ABC UI Tasks
Task Name ABC Create New Account
Display Name Create New Account and Opportunity
Business Object Account
Leave the default transient business component blank as this UI task does not require one.
c. Click Finish. This creates a new Task object and invokes the Task Designer. Observe that a
Start and End step have been automatically created and displayed in the designer.

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3. You will now use the Task Designer to build the task.
a. Add the following steps: Siebel Operation, Task View, Siebel Operation, and Task View.
b. Connect each step as depicted in the diagram.

4. Configure the first Siebel Operation step to create a new Account record, and the second Siebel
Operation step to create a new child Opportunity record. Configure the Siebel Operation steps as
follows:
a. Select the Siebel Operation 0 step and set the following properties:
Business Component Account
Defer Write Record True
Name Create Account
Operation Insert
Note: You need to set the Defer Write Record property to True since you will be supplying
required fields in the following task view. Otherwise an error indicating missing required
fields will be generated at the completion of the Siebel Operation step
b. Set the properties for the Siebel Operation 1 step as follows:
Business Component Opportunity
Defer Write Record True
Name Add Opportunity
Operation Insert

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5. Create the Task View object that will be used to display the applet in which account information
is entered.
a. Create a new Task View using the Task View wizard and enter the following:
Project ABC UI Tasks
View Name ABC Account Entry Task View
Display Name Enter Account Details
Business Object Account
Upgrade Behavior Admin
Web Template View Basic
Selected Applets Account Entry Applet
Note: Upgrade behavior is used to determine upgrade behavior for Siebel-provided objects. It
is not used for custom objects.
b. Select No as you will not be adding a Task Applet, and click Next.
c. Select the Task Playbar Applet – Bottom and assign it as the bottom playbar applet.
d. Review the properties and click Finish. This invokes the View Web Template Layout editor.
e. Verify that the Account Entry applet appears on the template. If you can not see the applet in
the editor, right-click on the editor surface and select Preview.

6. Repeat the previous step to create a second Task View object for entering the details of the
associated opportunity.
a. Use the following properties for the task view.
Project ABC UI Tasks
View Name ABC Opportunity Entry Task View
Display Name Enter Opportunity Details
Business Object Account
Upgrade Behavior Admin
b. Use the same view Web layout template (View Basic) but assign the Opportunity Form
Applet to the template.

7. Bind the new task views you created to the Task View steps in the Task Flow.
a. Return to the task Designer and select the task View step that follows the Create Account
step.
b. Right-click and select Bind Task View.
c. Select ABC Account Entry Task View, and click OK.
d. Make sure the task view is still selected and right-click and select View Properties Window.

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e. Enter the following properties:


Disable Previous True
Display Name –String Override Enter Account Details
Forward Button Type Next
Since this is the first view in the UI task, you must disable the Previous button since there is
no previous view.
f. Select the task View step that follows the Add Opportunity step in the task designer and bind
the ABC Opportunity Entry Task View to the View step.
g. Enter the following properties:
Disable Previous False
Display Name –String Override Enter Opportunity Details
Forward Button Type Submit

8. The designers have decided that this task should contain two chapters. Create the chapters and
then assign steps to each chapter.
a. Display the multi-valued properties window (MVPW) for the task.
b. Click the Chapters tab and create two new chapter records in the MVPW.
Name Display Name –String Override Sequence
Chapter 1 Enter New Account 10
Chapter 2 Add the Opportunity 20
c. Right-click on the designer background and select Show Chapters.
d. Assign the following three steps to Chapter 1:
Start
Create Account
ABC Account Entry Task View

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e. Assign the remaining three steps to Chapter 2. Verify that each step has the color of its
chapter.

9. Still in Siebel Tools, create a Task Group to which you will add this task. A task group
represents one or more tasks that are displayed as a group in the task pane.
a. Create a new Task Group record with the following values:
Name ABC Account Tasks
Display Name –String Override Account Tasks
Project ABC UI Tasks
b. Create a new Task Group Item record with the following values:
Action Invoked ABC Create New Account
Type Task
Sequence 1

10. Associate the new task group with a view. This determines when the task group is visible in the
client. In this case you will assign it to the Task Pane View in order for it to be globally
accessible. Add a View Task Group record with:
Task Group ABC Account Tasks
Sequence 2

11. Compile the ABC UI Tasks and Task UI Framework (SWE) projects into the client .srf file.

12. Publish the task into the client (runtime) database.


a. Validate the Task ABC Create New Account. If any errors are displayed, make sure that
you fix them before you continue.
b. Publish the Task ABC Create New Account. Observe that the Status property changes to
Completed.

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13. Administer the task in the client, with the first step being to activate the task.
a. Start the Siebel Call Center Developer Web client and log in as SADMIN/SADMIN to the
Sample database.
b. In the Administration - Business Process > Task Deployment view, activate the ABC Create
New Account task.

14. Register the task and assign it to a responsibility so that users will be able to invoke it.
a. Under Administration - Application > Tasks, register the ABC Create New Account task
and add the Siebel Administrator responsibility.
b. Make sure the Allow Delete and Allow Transfer flags are checked to permit the user to either
delete or transfer a paused task in the user's inbox.
c. Click Clear Cache to update the cached responsibilities.
d. Log out of Siebel Call Center and then log back in as SADMIN/SADMIN.

15. Verify that the task was successfully deployed to the client and works as designed.
a. In Siebel Call Center, click the Tasks button to display the task pane. Verify that the task you
deployed is displayed.
b. Click the Create New Account and Opportunity link.
c. Verify that the first task view appears and that the task pane now displays both chapters. Also
observe that the Previous button is disabled.

d. Enter an account name and site.


e. Click the Next button.

f. Verify that the account name appears in the opportunity applet.


g. Enter an opportunity name and click Submit.
h. Locate the account you created, drill down on it and navigate to the account opportunity
view. Verify that the new account and opportunity now appear in the regular Siebel UI.

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Module 40: Task UI - Creating a Task

Lab 40-1 Creating a Task (Guided)

Goals To create a simple task that includes two task views

Time 40 - 50 minutes

Instructions:
In this lab you will create a new task that guides a user through creating a new account and
associating an opportunity with the account. In a real implementation, you would first design and
create several custom applets to enter the account fields of interest. Each applet would appear
sequentially in the task.
However since you have already learned how to configure applets, you will instead reuse existing
applets in this lab, and concentrate on configuring the task related objects.
This basic task uses two sequential views in which the user first enters account information and then
enters opportunity information.

1. Before you start any configuration you will expose several object types that are not displayed by
default in the object explorer.
a. If necessary, start Siebel Tools and log in as SADMIN/SADMIN to the Sample database.
b. Select View > Options.
c. Click the Object Explorer tab.
d. Deselect Task and then select it to display all of its child object types.
e. Select Task Group.
f. Expand View and select View Task Group.
g. Click OK to close the window.

2. You will start creating the task by configuring the Task object in Siebel Tools.
a. Create and lock a new project called ABC UI Tasks.
b. Select File > New Object.
c. Click the Task tab and select Task.
d. Click OK to invoke the New Task Wizard.
e. Enter the following:
Project ABC UI Tasks
Task Name ABC Create New Account
Display Name Create New Account and Opportunity
Business Object Account
Leave the default transient business component blank as this task does not require one.
f. Click Finish. This creates a new Task object and invokes the Task Designer. Observe that a
Start and End step have been automatically created and displayed in the designer.

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3. You will now use the Task Designer to build the task.
a. Add the following steps in order to the designer: Siebel Operation, Task View, Siebel
Operation, Task View.
b. Move the end of the connector from the End step to the first Siebel Operation step.
c. Drag additional connectors to the designer workspace and sequence the remaining steps,
making sure that each connector is anchored at both ends. The task should look like the
following:

4. The first Siebel Operation step will be configured to create a new Account record while the
second Siebel Operation step will be configured to create a new child Opportunity record. You
will configure the first Siebel Operation step as follows:
a. Select the step that immediately follows the Start step.
b. Right-click and select View Properties Window.
c. Enter the following properties:
Business Component Account
Defer Write Record True
Name Create Account
Operation Insert
You need to set the Defer Write Record property to True since you will be supplying
required fields in the following task view. Otherwise an error indicating missing required
fields will be generated at the completion of the Siebel Operation step.

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d. Verify the properties look like:

e. Set the properties for the second Siebel Operation step as follows. Make sure that you select
the step before you right-click to view the Properties Window.
Business Component Opportunity
Defer Write Record True
Name Add Opportunity
Operation Insert
f. Save the configuration you created by clicking the Save button in the toolbar.

5. You will next create the Task View object that will be used to display the applet in which
account information is entered.
a. Select File > New Object.
b. Click the Task tab and select Task View.
c. Click OK to invoke the New View Wizard.
d. Enter the following:
Project ABC UI Tasks
View Name ABC Account Entry Task View
Title Enter Account Details
Business Object Account
Upgrade Behavior Admin
Note: Upgrade behavior is used to determine upgrade behavior for Siebel-provided objects. It
is not used for custom objects.
e. Click Next.
f. Select View Basic for the Web layout template and click Next.
g. Select the Account Entry applet and move it to the selected applets column. Normally you
would select an applet that you customized, but in this lab you will use an existing applet
from the repository.
h. Click Next.

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i. Select No as you will not be adding a Task Applet, and click Next.
j. Select the Task Playbar Applet – Bottom and assign it as the bottom playbar applet.

k. Click Next.
l. Review the properties and click Finish. This invokes the View Web Template Layout editor.
m. Verify that the Account Entry applet appears on the template. If you can not see the applet in
the editor, right-click on the editor surface and select Preview.

6. Repeat the previous step to create a second Task View object for entering the details of the
associated opportunity.
a. Use the following properties for the task view.
Project ABC UI Tasks
View Name ABC Opportunity Entry Task View
Title Enter Opportunity Details
Business Object Account
Upgrade Behavior Admin
b. Use the same view Web layout template (View Basic) but assign the Opportunity Form
Applet to the template.

7. You will now bind the new task views you created to the Task View steps in the Task Flow.
a. Return to the Task Designer.
b. Select the Task View step that follows the Create Account step.

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c. Right-click and select Bind Task View.


d. Select ABC Account Entry Task View, and click OK.
e. Enter the following properties. If necessary right-click the task view and select View
Properties Window.
Disable Previous True
Display Name –String Override Enter Account Details
Forward Button Type Next
Since this is the first view in the task, you must disable the Previous button as there is no
previous view.
f. Return to the task Designer and select the task View step that follows the Add Opportunity
step.
g. Right-click and select Bind Task View.
h. Select ABC Opportunity Entry Task View and click OK..
i. Enter the following properties. If necessary right-click the task view and select View
Properties Window.
Disable Previous False
Display Name –String Override Enter Opportunity Details
Forward Button Type Submit
j. Save the configuration changes by clicking the Save button in the toolbar.

8. The designers have decided that this task should contain two chapters. You will create the
chapters and then assign steps to each chapter.
a. Click on the designer background to display the multi-valued properties window (MVPW)
for the task.
b. Click the Chapters tab and create two new chapter records in the MVPW.
Name Display Name –String Override Sequence
Chapter 1 Enter New Account 10
Chapter 2 Add the Opportunity 20
c. Right-click on the designer background and select Show Chapters.
d. Select the following three steps by shift-clicking:
Start
Create Account
ABC Account Entry Task View
e. Right-click and select Assign Chapter.
f. Select Chapter 1 and click OK.

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g. Select the three remaining steps and assign them to Chapter 2. Verify that each step has the
color of its chapter.

.
h. Save your configuration changes.

9. You will next create a Task Group to which you will add this task. A task group represents one
or more tasks that are displayed as a group in the task pane.
a. In the editor window click the View List tab to display the object list editor.
b. Select Task Group in the Object Explorer.
c. Create a new Task Group record with:
Name ABC Account Tasks
Project ABC UI Tasks
Display Name –String Override Account Tasks
d. Select Task Group :: ABC Account Tasks | Task Group Item.
e. Create a new record with:
Action Invoked ABC Create New Account
Type Task
Sequence 1

10. You will now associate the new task group with a view. This determines when the task group is
visible in the client. In this case you will assign it to the Task Pane View in order that it be
globally accessible.
a. Select View :: Task Pane View | View Task Group.
b. If necessary, lock the project by selecting Tools > Lock Project.
c. Add a new record with
Task Group ABC Account Tasks
Sequence 2

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11. You are now ready to compile the new configured objects in to the client SRF file.
a. Make sure that Siebel Call Center is closed.
b. Select Tools > Compile Projects.
c. Make sure that only the ABC UI Tasks and Task UI Framework (SWE) projects are selected.
d. Compile these projects into D:\OUsea\Client\OBJECTS\ENU\siebel.srf

12. You are now ready to publish the task into the client (runtime) database.
a. Click the Task ABC Create New Account - 0 tab in the editor to return to the Task
Designer.
b. Right-click on the designer background and select Validate.
c. Click Start.
d. Verify that no errors occur and click Cancel. If any errors are displayed, make sure that you
fix them before you continue.
e. Select Task :: ABC Create New Account.

f. Click the Publish button in the WF/Task Editor toolbar to publish the task.
Since you just validated the task, click Yes to continue.
g. Observe that the Status property changes to Completed. You will not be able to edit this task
without first revising it.

13. You will now administer the task in the client, with the first step being to activate the task.
a. Start the Siebel Call Center Developer Web client and log in as SADMIN/SADMIN
connecting to the Sample database.
b. Navigate to Administration - Business Process > Task Deployment.
c. Select ABC Create New Account in the Published tasks applet and click Activate. Observe
that the task is added to the Active tasks applet.

14. Next you will register the task and assign it to a responsibility so that users will be able to invoke
it.
a. Navigate to Administration - Application > Tasks.
b. In the Registered Tasks applet create a new record and select the ABC Create New Account
task from the picklist.
c. In the lower Responsibilities applet, click New and add the Siebel Administrator
responsibility.
d. Make sure the Allow Delete and Allow Transfer flags are checked to permit the user to either
delete or transfer a paused task in the user's inbox.
e. Click Clear Cache to update the cached responsibilities.
f. Log out of Siebel Call Center and then log back in as SADMIN/SADMIN.

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15. You will finally verify that the task was successfully deployed to the client and works as
designed.
a. In Siebel Call Center, click the Tasks button to display the task pane. Verify that the task you
deployed is displayed.

b. Click the Create New Account and Opportunity link.


c. Verify that the first task view appears and that the task pane now displays both chapters. Also
observe that the Previous button is disabled.

d. Enter an account name and site.


e. Click the Next button.

f. Verify that the account name appears in the opportunity applet.


g. Enter an opportunity name and click Submit.
h. Navigate to the My Accounts view, select the account you created, drill down on it and
navigate to the account opportunity view. Verify that the new account and opportunity now
appear in the regular Siebel UI.

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Module 40: Task UI - Creating a Task

Lab 40-2 Adding a Summary View (Unguided)

Goals To add a summary view to allow users to review entries before submitting

Time 20 - 25 minutes

Instructions:
In this lab you will extend the task you created in the previous lab by adding a summary view. This
task view allows users to review the data they have entered in earlier task views before they commit
the data to the database.

1. Since the task flow you developed has been published, you will need to first revise it
a. In Siebel Tools, locate the ABC Create New Account task.
b. Click Revise in the WF/Task Editor Toolbar. This creates a new version of the completed
task and increments the version number.
c. Edit the task flow and insert a Task View Step immediately before the End step.
d. Arrange the connectors as required.

2. Create the summary task view.


a. Use the Task View Wizard to create a Task View object using the following parameters:
Project ABC UI Tasks
View Name ABC Account Summary View
Display Name Review Details
Business Object Account
Upgrade Behavior Admin
Web Template View Basic
Selected Applets Account Entry Applet
Opportunity Form Applet
b. Verify that both applets appear in the Web template in the Web layout editor.

3. Bind the ABC Account Summary View to the new task view step
a. Return to the Task Designer and bind the ABC Account Summary View to the Task View
step.
b. Set the following properties:
Disable Previous False
Display Name –String Override Review Details and Submit
Forward Button Type Submit

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4. You need to make a small change to the previous task view which is still configured as the final
view.
a. Return to the task Designer and select ABC Opportunity Entry Task View.
b. Set the following properties:
Forward Button Type Next

5. Assign the new step to Chapter 2.

6. Deploy the modified task. In this case you will both publish and activate the task flow directly
from Siebel Tools.
a. First validate the modified task flow, and resolve any defects discovered.
b. Click the Publish/Activate button in the WF/Task Editor Toolbar.

7. Compile the ABC Account Summary View you created earlier.

8. Restart Siebel Call Center, log in as SADMIN/SADMIN, and invoke the task. Enter test data
and verify that the task now includes a summary view.

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Lab 40-2 Adding a Summary View (Guided)

Goals To add a summary view to allow users to review entries before submitting

Time 20 - 25 minutes

Instructions:
In this lab you will extend the task you created in the previous lab by adding a summary view. This
task view allows users to review the data they have entered in earlier task views before they commit
the data to the database.

1. Since the task flow you developed has been published, you will need to first revise it
a. In Siebel Tools, select Task :: ABC Create New Account.

b. Click the Revise button in the WF/Task Editor Toolbar. This creates a new
version of the completed task and increments the version number.
c. Right-click and select Edit Task Flow.
d. Insert a Task View Step immediately before the End step.
e. Arrange the connectors as required

2. You will now create the summary task view.


a. Repeat the steps you used in the previous lab to create a Task View object.
i. Use the Task View Wizard and enter the following:
Project ABC UI Tasks
View Name ABC Account Summary View
Title Review Details
Business Object Account
Upgrade Behavior Admin

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ii. Select the View Basic view Web layout template.


iii. Assign both the Account Entry Applet and Opportunity Form Applet to the template.
b. Verify that both applets appear in the Web template in the Web layout editor. If you cannot
see both applets in the editor window, right-click on the editor surface and select Preview.

c. Save your configuration and close the Web layout editor window.

3. You will now bind the ABC Account Summary View to the new task view step
a. Return to the Task Designer and select the Task View step you added in this lab.
b. Right-click and select Bind Task View.
c. Select ABC Account Summary View, and click OK.
d. Make sure the task view is still selected and right-click and select View Properties Window.
e. Enter the following properties:
Disable Previous False
Display Name –String Override Review Details and Submit
Forward Button Type Submit
f. Save the configuration changes.

4. You will need to make small change to the previous task view which is still configured as the
final view.
a. Return to the task Designer and select ABC Opportunity Entry Task View..
b. Enter the following property. If necessary right-click the task view and select View
Properties Window.
Forward Button Type Next

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c. Save the configuration changes.

5. Next you will assign the new step to a chapter.


a. Click on the designer background to display the multi-valued properties window for the task.
b. Right-click on the designer background and select Show Chapters.
c. Select the ABC Account Summary View step.
d. Right-click and select Assign Chapter.
e. Select Chapter 2 and click OK.
f. Right-click on the designer background and de-select Show Chapters.
g. Save the configuration changes.

6. You are now ready to deploy the modified task. In this case you will both publish and activate
the task flow directly from Siebel Tools.
a. First validate the modified task flow, and resolve any defects discovered.

b. Click the Publish/Activate button in the WF/Task Editor Toolbar.


c. Click Yes to bypass validation since you just completed it.

7. You will next compile the ABC Account Summary View you created earlier.
a. Make sure that Siebel Call Center is closed.
b. Select View :: ABC Account Summary View
c. Right-click and select Compile Selected Objects.
d. Compile the object into D:\OUsea\Client\OBJECTS\ENU\siebel.srf

8. Restart Siebel Call Center, and invoke the task. Enter test data and verify that the task now
includes a summary view.

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Module 41: Transient Business Components and Branching

Lab 41-1 Adding Branching to a UI Task (Unguided)

Goals To create a task that allows branching based on user input

Time 50 - 60 minutes

Instructions:
In this lab you will extend the task you created in the previous lab by adding an additional task view
to enter an activity. Furthermore, you will add the following view that asks users to indicate whether
they wish to add a new activity or to submit the data collected to that point.

The task flow will be designed so that users will be asked this after creating the account and
opportunity as well as after each activity they enter. In this way users will be able to enter as many
activities as they choose.
What the user enters in this view is data that will be used by the task flow to determine the next view
to display but is not data that needs to be stored persistently. Therefore a transient business
component (TBC) will be used to capture this data.
In addition, the choices will be presented to the user in the form of a radio button list. This list
requires an underlying static list of values (LOV) that you will create in this lab.

1. Modify the task flow for the task you built in the previous lab to include a decision step and a
step to create an activity.
a. If necessary start Siebel Tools and log in as SADMIN/SADMIN to the Sample database.
b. Revise the ABC Create New Account task and invoke the Task Designer.
c. Add the following steps between the ABC Opportunity Entry Task View and the ABC
Account Summary View: Task View step (2), Decision Point step, and Siebel Operation
step.

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d. Add new connectors and arrange the steps as depicted in the diagram.

2. The radio button control in the Select Next Step view displays members of List of Values
(LOV). Create an LOV with two members (Review and submit, Add a new activity). LOVs can
be administered from either Siebel Tools or the Siebel client. You will use Siebel Tools to do so.
a. In Siebel Tools, select Screens > System Administration > List Of Values.
b. Create an LOV record type with the following values:
Type LOV_TYPE
Display Value ACCOUNT_UI_TASK
Translate True
Multilingual False
Language Independent Code ACCOUNT_UI_TASK
This record defines the LOV itself.
c. Add two LOV records with the following values:
Type Display Value Language Independent Order Translate Language Name
Code
ACCOUNT_UI_TASK Review and submit Review and submit 1 True English-American
ACCOUNT_UI_TASK Add a new activity Add a new activity 2 True English-American
These records define the members of the ACCOUNT_UI_TASK LOV, and are the values
that will be displayed in the Select Next Step view.

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d. Create a new picklist record that references the LOV that you just created using the values
below. This picklist will be used to populate a field in the business component that captures
the user's input in this view.
Name ABC Account Prompt
Project ABC UI Tasks
Bounded True
Business Component PickList Generic
Static True
Type Field Type
Type Value ACCOUNT_UI_TASK

3. The user's input is required for processing by the task but does it not need to be saved to the
database. Configure a transient business component (TBC) with a single field called Next Step to
capture this input.
a. Create a TBC using the Transient BusComp wizard using the following properties:
Project ABC UI Task
Transient Business Component name ABC Account Prompt
b. Add a single value field to the new TBC with the following properties:
Name Next Step
Picklist ABC Account Prompt
Predefault Value Review and submit
Required True
Text Length 40
c. Add a pickmap to the field with the following properties:
Field Next Step
Picklist Field Value

4. Configure a task applet that exposes the TBC you just configured.
a. Create a task applet using the Task Applet wizard using the following values:
Project ABC UI Tasks
Applet name ABC Account Prompt Applet
Display Title Select Next Step
Task ABC Create New Account
Upgrade Behavior Admin
Transient Business Component ABC Account Prompt

b. Add Next Step to the Selected Fields column.


c. In the Web layout editor, expand the size of the control as appropriate. Use preview mode to
make sure the entire control is visible.

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5. Create the Task View object that will display the task applet. This configuration is similar to
those you performed previously except that you will add a Task Applet rather than a regular
Siebel applet.
a. Create a task view using the Task View wizard and using the following values:
Project ABC UI Tasks
View Name ABC Account Prompt View
Display Name Select Next Step
Business Object Account
Upgrade Behavior Admin
Web Template View Basic
b. Click Next since you will need to add a regular Siebel applet to this view.
c. In the Select Task panel, select ABC Create New Account.
d. Add ABC Account Prompt Applet to the Selected column.
e. Select Task Playbar Applet - Bottom, and assign it as the bottom playbar applet.
f. Review the final configuration and click Finish.
g. Verify that the task applet appears in the template.

6. Bind this new task view to the Task View step in the Task Flow.
a. In the Task Designer select the Task View step that immediately precedes the decision step.
b. Bind the task view to the ABC Account Prompt View and enter the following properties:
Display Name –String Override Select Next Step
Forward Button Type Next

7. Configure the new Siebel Operation step that follows the decision step to insert a new child
activity record. Set the properties of the Siebel Operation step as follows:
Business Component Action
Defer Write Record True
Name Add New Activity
Operation Insert

8. Create a new Task View that allows the user to enter a new child activity. This configuration is
similar that you performed in the previous module, as you will add only a regular Siebel applet to
the task view.
a. Invoke the Task View Wizard and enter the following properties:
Project ABC UI Tasks
View Name ABC Activity Entry Task View
Display Name Enter Activity Details
Business Object Account
Upgrade Behavior Admin
Web Template View Basic

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b. Complete the configuration.


i. Assign the Activity Form Applet to the template.
ii. Do not add a task applet.
iii. Select the Task Playbar Applet - Bottom and assign it as the bottom playbar applet.

9. Bind this task view to the new task step that follows the Add New Activity Siebel Operation
step.
a. Bind the ABC Activity Entry Task View to the new task step that follows the Add New
Activity Siebel Operation step.
b. Enter the following properties:
Display Name - String Override Enter an Activity
Forward Button Type Next

10. Configure the decision step to branch to either add a new activity or to review and submit the
records based on the user input.
a. Change the Name of the decision step to Next Step?.
b. Modify the connector of the ABC Account Summary View step in the Compose Condition
Criteria dialog box as follows:
Compare to Business Component
Operation All Must Match
Object ABC Account Prompt
Field Next Step
Values Review and submit
c. With the connector still selected, set its Label property to Review.
d. Configure the other connector to branch on the value Add a new activity, and set its Label
property to Activity.

11. The final bit of configuration involves modifying the summary view to display any activities the
user might have added.
a. Return to the Task Editor and drill down into the ABC Account Summary View step. This
invokes the Web layout editor for the view.
b. Drag a List Applet icon from the Applets window and position in the layout editor in applet
placeholder below the playbar applet.
c. Select the Account Activity List Applet from the list of available applets and click Pick.
d. Move the playbar applet below the applet you just added, by clicking one of the buttons in
the playbar applet and dragging the playbar.
e. Preview the view to verify the applets are positioned as desired.

12. Create new chapters and assign the new task steps to the chapters.
a. Add two new chapters as follows:
Name Display Name –String Override Sequence
Chapter 3 Optionally Add new Activities 30
Chapter 4 Review and Submit 40

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b. Add the four new steps to Chapter 3.


c. Select the final two task steps and assign them to Chapter 4.

13. Compile the ABC UI Tasks project to make sure that you compile all the objects that you
created or modified.

14. Validate the task.

15. Publish and activate the task in Siebel Tools.

16. Once the task is activated, test the task in the Siebel client.
a. Start the Siebel Developer Web client and log in as SADMIN/SADMIN, connecting to the
Sample database.
b. Invoke the ABC Create New Account task from the task pane.
c. Create a new account and add an opportunity.
d. Verify that the Select Next Step task view appears and add several activities.
e. Complete the task by selecting Review and submit.

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Lab 41-1 Adding Branching to a Task (Guided)

Goals To create a task that allows branching based on user input

Time 50 - 60 minutes

Instructions:
In this lab you will extend the task you created in the previous lab by adding an additional task view
to enter an activity. Furthermore you will also add the following view that asks users to indicate
whether they wish to add a new activity or to submit the data collected to that point.

The task flow will be designed so that users will be asked this after creating the account and
opportunity as well as after each activity they enter. In this way users will be able to enter as many
activities as they choose.
What the user enters in this view is data that will be used by the task flow to determine the next view
to display but is not data that needs to be stored persistently. Therefore a transient business
component (TBC) will be used to capture this data.
In addition the choices will be presented to the user in the form of a radio button list. This list
requires an underlying static list of values (LOV) that you will create in this lab.

1. You will start by modifying the task flow for the task you built in the previous lab to include a
decision step and a step to create an activity.
a. If necessary start Siebel Tools and log in as SADMIN/SADMIN to the Sample database.
b. Select Task :: ABC Create New Account. Make sure to pick the most recent version of this
task.
c. Click the Revise button in the WF/Task Editor tool bar to revise the task.
d. Right-click ABC Create New Account and select Edit Task Flow to invoke the Task
Designer.

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e. Insert a task view step and a decision step between the ABC Opportunity Entry Task View
and the ABC Account Summary View.
f. Add new connectors and make sure the old and new connectors are anchored on the steps.

g. Drag a Siebel Operation step below the decision step.


h. Drag a Task View step to the right of the Siebel Operation step.
i. Drag connectors to create a loop from the decision step to the Siebel Operation step to the
second new task view step back to the first new task view step.

j. Save your configuration changes by clicking the Save button in the Edit toolbar.

2. The radio button control in the Select Next Step view displays members of List of Values
(LOV). You will now create a LOV with two members (Review and submit, Add a new activity)
LOVs can be administered from either Siebel Tools or the Siebel client. You will use Siebel
Tools to do so.
a. In the application menu bar in Siebel Tools, select Screens > System Administration > List
Of Values.

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b. Create a LOV type record with:


Type LOV_TYPE
Display Value ACCOUNT_UI_TASK
Translate True
Multilingual False
Language Independent Code ACCOUNT_UI_TASK
This record defines the LOV itself
c. Add two LOV records with
Type Display Value Language Independent Order Translate Language Name
Code
ACCOUNT_UI_TASK Review and submit Review and submit 1 True English-American
ACCOUNT_UI_TASK Add a new activity Add a new activity 2 True English-American
These records define the members of the ACCOUNT_UI_TASK LOV, and are the values
that will be displayed in the Select Next Step view.
d. Verify that the records look like:

3. Next you will build a pick list that references the LOV that you just created. This picklist will be
used to populate a field in the business component that captures the user's input in this view.
a. Select Pick List in the Object Explorer.
b. Create a new record with:
Name ABC Account Prompt
Project ABC UI Tasks
Bounded True
Business Component PickList Generic
Static True
Type Field Type
Type Value ACCOUNT_UI_TASK

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4. The user's input is required for processing by the task but does it not need to be saved to the
database. You will configure a transient business component (TBC) with a single field called
Next Step to capture this input. In this step you will use the TBC wizard to create a new TBC.
a. Select File > New Object.
b. Click the Task tab and select Transient BusComp
c. Click OK to invoke the New Business Component Wizard. Using the wizard is highly
recommended since it provides default values for several additional properties that are
required for a TBC
d. Enter the following:
Project ABC UI Task
Transient Business Component name ABC Account Prompt
e. Click Finish. This invokes the list editor which displays the newly-created business
component.
f. Add a single value field to the new TBC with
Name Next Step
Picklist ABC Account Prompt
Predefault Value Review and submit
Required True
Text Length 40
g. Add a pickmap to the field with the following properties. Expand Single Value Field in the
Object Explorer to access the SVF Pick Map.
Field Next Step
Picklist Field Value

5. Next you will configure a task applet that exposes the TBC you just configured. You will use the
Task Applet wizard to do so.
a. Select File > New Object.
b. Click the Task tab and select Task Applet
c. Click OK.
d. Enter the following:
Project ABC UI Tasks
Applet name ABC Account Prompt Applet
Display Title Select Next Step
Task ABC Create New Account
Upgrade Behavior Admin
Transient Business Component ABC Account Prompt

e. Click Next.
f. Select Next Step from the Available Fields, and move it to the Selected Fields column.
g. Click Next.

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h. Click Finish. The applet is configured for you and after a short while, the applet Web layout
editor opens with the picklist field displayed as a radio button.
i. Use the preview mode to inspect how the applet will display at runtime to ensure both radio
buttons appear. If not, expand the size of the control.
j. Save the configuration.
k. Close the Web layout editor.

6. You will next invoke the Task View wizard to create the Task View object that will display the
task applet. This configuration is similar to those you performed previously except that you will
add a Task Applet rather than a regular Siebel applet.
a. Select File > New Object.
b. Click the Task tab and select Task View.
c. Click OK to invoke the New View Wizard.
d. Enter the following:
Project ABC UI Tasks
View Name ABC Account Prompt View
Title Select Next Step
Business Object Account
Upgrade Behavior Admin
e. Click Next.
f. Select View Basic for the Web layout template.
g. Click Next since you will not need to add a regular Siebel applet to this view.
h. In the Select Task panel, select ABC Create New Account. This displays the task applets
that have been assigned to this task.
i. Click Next.
j. Select ABC Account Prompt Applet and move it to the Selected column, and click Next.
k. Select Task Playbar Applet – Bottom, assign it as the bottom playbar applet, and click
Next.
l. Review the final configuration and click Finish.
m. Verify that the task applet appears in the template. You may choose to preview the view in
the layout editor to verify how it will look when displayed in the application.
n. Close the Web layout editor.

7. You will now bind this new task view to the Task View step in the Task Flow.
a. Return to the Task Designer.
b. Select the Task View step that immediately precedes the decision step.
c. Right-click and select Bind Task View.
d. Select ABC Account Prompt View, and click OK.
e. Make sure the task view is still selected and right-click and select View Properties Window.

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f. Enter the following properties:


Display Name –String Override Select Next Step
Forward Button Type Next
g. Save the configuration changes.

8. You will next configure the new Siebel Operation step that follows the decision step to insert a
new child activity record.
a. Right-click the Siebel Operation step and select View Properties Window.
b. Set the properties as follows.
Business Component Action
Defer Write Record True
Name Add New Activity
Operation Insert
c. Save the configuration you created.

9. You are now ready to create a new Task View that allows the user to enter a new child activity.
This configuration is similar that you performed in the previous module, as you will add only a
regular Siebel applet to the task view.
a. Invoke the Task View Wizard and use the following properties:
Project ABC UI Tasks
View Name ABC Activity Entry Task View
Title Enter Activity Details
Business Object Account
Upgrade Behavior Admin
b. Complete the configuration:
i. Use the View Basic view Web layout template
ii. Assign the Activity Form Applet to the template. Normally you would assign a
customized activity form applet that contains a smaller number of fields.
iii. Do not add a task applet.
iv. Select the Task Playbar Applet – Bottom and assign it as the bottom playbar applet.

10. You will next bind this task view to the new task step that follows the Add New Activity Siebel
Operation step.
a. Select the Task View step and right-click and select Bind Task View.
b. Select ABC Activity Entry Task View, and click OK.
c. Make sure the task view is still selected and right-click and select View Properties Window.
d. Enter the following properties:
Display Name –String Override Enter an Activity
Forward Button Type Next
e. Save the configuration changes.

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11. Now you will configure the decision step to branch to either add a new activity or to review and
submit the records based on the user input
a. Select and right-click the decision step, and select View Properties Window.
b. Set the Name property to Next Step?
c. Select and right-click the connector to the ABC Account Summary View step, and select
Edit Conditions.
d. In the Compose Condition Criteria dialog box, fill in the following in the Compose a
Condition section:
Compare to Business Component
Operation All Must Match
Object ABC Account Prompt
Field Next Step
e. Click New.
f. Select Review and submit from the dropdown.
g. Click Add to complete the creation of the condition.

h. Click OK.
i. With the connector still selected, set its Label property to Review.
j. Configure the other connector to branch on the value Add a new activity, and set its Label
property to Activity.
k. Save the configuration changes.

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12. The final bit of configuration involves modifying the summary view to display any activities the
user might have added.
a. Return to the Task Editor and double-click the ABC Account Summary View step. This
invokes the Web layout editor for the view.
Hint: Consider hiding some of the surrounding windows to increase the space available to
display the layout editor.
b. Drag a List Applet icon from the Applets window and position in the layout editor in applet
placeholder below the playbar applet.
c. Select the Account Activity List Applet from the list of available applets and click Pick.
You might need to sort the list of available applets first by clicking on the column heading.
d. Move the playbar applet below the applet you just added, by clicking one of the buttons in
the playbar applet and dragging the playbar.
e. Preview the view to verify the applets are positioned as desired.
f. Save the configuration changes.
g. Close the Web layout editor.

13. You will create new chapters and assign the new task steps to the chapters.
a. Click on the designer background to display the multi-valued properties window (MVPW)
for the task.
b. Click the Chapters tab and create two new chapter records in the MVPW.
Name Display Name –String Override Sequence
Chapter 3 Optionally Add new Activities 30
Chapter 4 Review and Submit 40
c. Right-click on the designer background and select Show Chapters.
d. Select the four new steps by shift-clicking or dragging a selection box around them.
e. Right-click and select Assign Chapter.
f. Select Chapter 3 and click OK.
g. Select the final two task steps and assign them to Chapter 4.

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h. Verify that the final flow looks similar to the following.

i. Save your configuration changes.

14. Compile the ABC UI Tasks project to make sure that you compile all the UI objects that you
created or modified.

15. Validate the task. Remember validation can discover many common errors in the task flow.

16. Publish and activate the task in Siebel Tools.

17. Once the task is activated, you will test the task in the Siebel client.
a. Restart Siebel Call Center Developer Web client, logging in as SADMIN/SADMIN and
connecting to the Sample database.
b. Invoke the ABC Create New Account task from the task pane.
c. Create a new account and add an opportunity.

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d. Then verify that the Select Next Step task view appears and add several activities.

e. Select Review and submit and click Next to view the records you entered.
f. Click Submit to complete the task.

18. Close Siebel Tools.

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Module 42: Siebel Business Rules

Lab 42-1 Examining Siebel Business Rules (Unguided)

Goals To examine a rule module and identify the business logic

Time 10 - 15 minutes

Instructions:
Due to the nature of this lab, there is no Unguided version of it. Please turn the page and do the
Guided version.

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Module 42: Siebel Business Rules

Lab 42-1 Examining Siebel Business Rules (Guided)

Goals To examine a rule module and identify the business logic

Time 10 - 15 minutes

Instructions:
In this lab you will examine a small set of business rules and policies that apply to expense reports.
You will then create some test expense reports and verify that the business logic expressed in the
rules are applied.

The rules were authored in HaleyAuthority and are written in natural English using the names of
business components and fields as they appear in the Siebel repository. In particular the rules you
will examine refer to the following business components and fields.
Business Component Field
Expense Description
Expense Item Comments
Description
Reimbursable flag
Amount
Expense item type

1. You will first start HaleyAuthority.


a. Select Start > Programs > Siebel Tools 8.0 > Siebel Business Rules Developer.
b. Select More data sources and click OK.
c. Uncheck Only Display Sources that.
d. Select Haley and click OK.
e. Enter the following credentials:
Login ID HaleyAuth
Password BusRules
f. Click OK.

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g. Observe that HaleyAuthority starts and that the Modules & Statements tab (at the bottom of
the window) is selected.

2. You will now examine the rule module itself.


a. Select Expense Validation in the Modules & Statements folder.
b. Right-click and select Expand All.
c. Observe that there are two submodules (Expense and Expense Item) with multiple
statements.
d. Inspect the statements in the Expense submodule.
i. Which field of the Expense business component is required?

____________________________________________
ii. Can an expense report be submitted without any expense items?

____________________________________________
e. Inspect the statements in the Expense Item submodule. Which fields of the Expense Item
business component are referenced in these rules?

________________________________________________________________________
f. A statement in the Expense Item submodule addresses expense items of type Personal. What
policy is implemented in this statement?

________________________________________________________________________
g. A statement in the Expense Item submodule addresses a requirement for receipts. What
processing is specified in this statement?

________________________________________________________________________

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3. You will next create a sample expense report to verify that the above business rules and policies
are implemented.
a. If necessary, start the Siebel Call Center Developer Web client and log in as
SADMIN/SADMIN to the Sample database.
b. Navigate to Expense Reports > Expense List.
c. Create a new expense report with just the following fields, and accept all other default values
provided:
Name Report 1
Period <select the most recent period>
Submit To CCHENG
d. Right-click and select Save Record. A runtime event has been configured to execute the rule
module you just examined whenever an expense record is written to the database.
e. Examine the message that is displayed. Observe that the message refers to the absence of a
description for the expense report and that there are no expense items.
f. Click OK.
g. Add the following description to the expense record:
Description For business rules test
h. Drill down on the Expense Report Name. You may need to click OK in the message box
and then drill down on the name again.
i. In the Line Items list applet, create the following record:
Type Dinner
Amount 25
j. Right-click in the upper (Expense form) applet and select Save Record.
k. Examine the message that is displayed. Observe that the message refers to the absence of a
description for the expense item itself.
l. Add the following description to the expense item record:
Description Don't eat here again
m. Right-click in the upper (Expense form) applet and select Save Record. Observe that the
expense report is saved without displaying any messages as the expense report no longer
violates any of the policies in the rules module.

4. You will expose the Public Comments column on the expense item list applet in order to display
comments that might be generated by the rule module.
a. Right-click on the list applet and select Columns Displayed.
b. Select Public Comments from the Available Columns and move it to the Selected Columns.
c. Click Save.
d. Resize and reorder the columns as necessary to make sure the Public Comments column
appears in the list applet.

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5. You will now add two more expense items and verify that the processing specified in the
statements in the rules modules occurs.
a. Add the following two expense items to the expense report.
Type Amount Description
Lunch 15 yummy
Personal 75 Speeding ticket
b. Right-click in the upper (Expense form) applet and select Save Record.
c. Verify that a comment was added to Lunch item stating that a receipt is not required.
d. Verify that the reimbursable flag was cleared (turned off) for the Personal item and a
comment explaining that personal items are not reimbursed was added.

6. Close HaleyAuthority.

7. Log out of the Siebel Call Center application.

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Solutions 42-1 Examining Siebel Business Rules


(Guided)

Answers
2.d.i. Which field of the Expense business component is required?
Description.

2.d.ii. Can an expense report be submitted without any expense items?


No an expense report must have one or more expense items.

2.e. Inspect the statements in the Expense Item submodule. Which fields of the Expense Item
business component are referenced in these rules?
Reimbursable flag, expense item type, description, amount, comments.

2.f. A statement in the Expense Item submodule addresses expense items of type Personal.
What policy is implemented in this statement?
An expense item of type personal is not reimbursable unless the description field equals
"Pre-approved". In addition the rule sets (updates) the comment field and clears the
reimbursable flag.

2.g. A statement in the Expense Item submodule addresses a requirement for receipts. What
processing is specified in this statement?
If an expense item's amount is less than $20, the rule module sets the comments field with a
message that a receipt is not required.

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Module 43: Creating Business Rules

Lab 43-1 Creating Siebel Business Rules (Unguided)

Goals To create and deploy a rule module using HaleyAuthority


To administer the rule module and to invoke the rule module using a runtime event

Time 20 - 30 minutes

Instructions:
In this lab you will create a rule module that sets the priority of a service request to 1-ASAP if the
severity of the request is 1-Critical. In addition the rule module will set the priority of any scheduled
activities associated with the service request to 1-ASAP as well.

You will develop the rule module using HaleyAuthority and a new knowledge base. An empty
database called ServiceReqKB and an ODBC data source called Service Request KB have already
been created for this lab.

1. Make sure the Siebel Call Center Developer Web client is closed.

2. Start HaleyAuthority, and create the new knowledge base.


a. Start the Siebel Business Rules Developer and click Cancel to close the initial dialog box.
b. Select File > New.
c. Click the ODBC data sources and drivers tab.
d. Select Service Request KB and click OK.
e. Enter the following credentials:
Login ID HaleyAuth
Password BusRules
HaleyAuthority creates a new knowledge base and displays the Modules & Statements tab.
f. Click the Concepts tab (at the bottom of the window) and verify that no entities yet exist in
the knowledge base

3. Import a set of objects and fields from the Siebel repository to create the entities and values you
will use to create the rules. The initial import into a new knowledge base also creates a set of
base concepts used in all rule modules.
a. Select File > Import > Siebel Object.
b. Click Next.

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c. Enter the following connection parameters for the master repository (source of object
definitions).
CFG File D:\Ousea\client\BIN\ENU\uagent.cfg
Language ENU
Login SADMIN
Password SADMIN
DataSource Sample
d. Select Local as the runtime database connection. Local specifies that the runtime system
(into which the rules will be deployed) is a client database of type .dbf rather than server
database.
e. The runtime database is the same as the master repository. Enter the same connection
parameters as you entered for the master repository.
f. Click Yes when notified that the runtime database already has imported data. This occurs
because the runtime database already contains previously-deployed rules.
g. Since this is the initial import into a new knowledgebase, multiple currency-related concepts
and relations as well as other items, such as functions and predicates, are created. Wait a few
minutes while this process completes.

4. After the initial sets of items have been created, you are ready to import the business components
and fields needed to support the business logic described at the beginning of the lab.
a. In the Siebel Object Import Wizard - Pick Task dialog, verify that Import Siebel Objects is
selected.
b. Select Service Request as the business object from the drop-down.
c. Select the Service Request business component from the list by clicking the box to its
immediate left, then expand it, and finally select the Action child business component as
well.
d. Select the Priority and Severity fields from the Service Request business component.
e. Select the Priority and Status fields from the Action business component.

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f. Verify that the hierarchy displayed reflects the objects and fields to be imported, and click
Next.

g. HaleyAuthority then imports the desired objects. Verify that the import did not generate any
warnings, and click Finish.
h. Click No when asked if you would like to perform another task.
i. Close or minimize the Output window.

5. Examine the concepts that were created.


a. In the concepts tab, expand the entity concept, and verify that three entity concepts now
appear.

b. Expand Service Request and then expand Phrasings. Observe that the phrasings correspond
to the object and fields imported.
c. Repeat the previous step for the Action concept.

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d. Expand the Value concept and then expand string and Phrasings. Observe that the imported
fields of type text are listed here.
e. (Optional) Expand the currency value entity and observe the large number of phrasings that
were created during the initial process prior to importing the objects you selected. These
entities and values are used to support processing of currencies in the business rules engine.

Now that the concepts have been created, you are ready to create statements for a rule module that
enforces the desired business logic. These statements will be developed using the concepts generated
during the import. Note that you must not modify or delete these concepts.
As you create the statements, HaleyAuthority parses the text you enter, that is, it compares the text to
nouns, verbs, and phrases it generated during the import and bolds all text that it recognizes.
HaleyAuthority also displays a list of valid next words whenever text is successfully parsed.

6. Create a set of statements that update a service request’s priority to 1-ASAP if the severity is 1-
Critical.
a. Select the Modules & Statements tab.
b. Right-click the Modules & Statements folder and select Add a module. A module is a
container for a set of rule statements and is the unit that is deployed to a run-time system.
c. Name the module Service Request - Write Record. The name is arbitrary but it is
recommended that the module name correspond to the mechanism by which it will be
invoked.
d. Right-click the new module you created and select Add a submodule. A submodule is an
arbitrary subgrouping of statements.
e. Name the submodule Update Priority.
f. Right-click the submodule you created and select Add a statement.
g. In the Edit Statement window, enter set "Priority" of a service request to "1-ASAP" and
click OK.
h. Right-click the statement you created and select Is Applicable > if.
i. Enter the condition: the service request’s severity is “1-Critical” and click OK.
j. Right-click the first statement you created and select Is Applicable > unless. Make sure you
select the top level statement.
k. Enter the sentence: the service request’s priority is "1-ASAP" and click OK.

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7. Create statements that update the priority of associated scheduled actions to 1-ASAP as follows:

8. You are now ready to deploy the module to the Siebel runtime client.
a. Select Tools > Siebel Deployment.
b. Select Service Request - Write Record in the List of Modules, and click OK.
c. Observe that HaleyAuthority logs in to the runtime client and deploys the rule module.

9. The rule module has been written to the Siebel runtime database and you will now administer the
rule module to make it available for use at runtime.
a. If necessary, start the Siebel Call Center Developer Web client and log in as
SADMIN/SADMIN the Sample database.
b. Navigate to Administration - Business Rules > Rule Modules List, and verify that the Service
Request - Write Record rule module appears in the Rule Modules list applet.
c. Select the record and set the business object to Service Request. This identifies the business
object that the Siebel application will use to provide data to the rules engine at runtime.
d. In the Rules Module Relations list applet, create two new records: One for Service Request
and the other for Action. These specify the business components that will provide data for
evaluation by the business rules.
e. Click the Activate button in the Rule Module list applet to make the rule module available.
Observe that the status changes to Active.

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10. The rule module has been made available for use. Create a runtime event with an action set that
invokes this rule module.
a. Create a new action set called ABC Service Request with:
Name ABC SR
Action Type BusService
Sequence 1
Active True
b. Enter the following fields in the More Info applet:
Business Service Name Business Rule Service
Business Service Method RunRules
Business Service Context Service Request - Write Record
Note that the context is the name of the rule module to be evaluated. Make sure that you
enter it exactly as it appears in the Rules Module List.
c. Explicitly save the ABC Service Request action set.
d. Create a new runtime event with
Name ABC Runtime Event
Sequence 1
Object Type BusComp
Object Name Service Request
Event WriteRecord
Action Set name ABC Service Request
e. Save the record.
f. Select Menu > Reload Runtime Events to deploy the new runtime event.

11. You are now ready to test the deployed rule module by creating a test service request.
a. Create a test Service Request record and accept all default values provided.
b. Observe that the priority defaults to 3-Medium.
c. Use the Show More button to expose the Severity field and set it to 1-Critical.
d. Right-click on the form applet and select Save Record. Verify that the Priority is updated to
1-ASAP.

12. Create several activity records to test the set of statements in the rule module that refer to action.
Make sure that the Priority of the Service request is still 1-ASAP.
a. Create the following activity records:
Type Status Priority
Appointment Unscheduled <blank>
Appointment Scheduled <blank>
Appointment Scheduled 4-Low
b. Return to the Service Request form applet and save the record. Verify that the priority of the
two scheduled activity records is updated to 1-ASAP.

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13. Verify that the rules do not change the priority if the severity is something other than 1-Critical
by creating a new service request record with a Severity of 2-High.

14. Delete the runtime event to keep the rules engine from being invoked in future labs.
a. Navigate to Administration - Runtime Events > Events.
b. Query for the event with Action Set Name = ABC Service Request.
c. Delete the runtime event.
d. Select Menu > Reload Runtime Events

15. Log out of the Siebel Call Center application.

16. Close HaleyAuthority.

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Lab 43-1 Creating Siebel Business Rules (Guided)

Goals To create and deploy a rule module using HaleyAuthority


To administer the rule module and to invoke the rule module using a runtime event

Time 20 - 30 minutes

Instructions:
In this lab you will create a rule module that sets the priority of a service request to 1-ASAP if the
severity of the request is 1-Critical. In addition the rule module will set the priority of any scheduled
activities associated with the service request to 1-ASAP as well.

You will develop the rule module using HaleyAuthority and a new knowledge base. An empty
database called ServiceReqKB and an ODBC data source called Service Request KB have already
been created for this lab.

1. Make sure the Siebel Call Center Developer Web client is closed.

2. You will first start HaleyAuthority, and create the new knowledge base
a. Select Start > Programs > Siebel Tools 8.0 > Siebel Business Rules Developer.
b. Click Cancel.
c. Select File > New.
d. Click the ODBC data sources and drivers tab.
e. Select Service Request KB and click OK.
f. Enter the following credentials:
Login ID HaleyAuth
Password BusRules
g. Click OK. HaleyAuthority creates a new knowledge base and displays the Modules &
Statements tab.
h. Click the Concepts tab (at the bottom of the window) and verify that no entities yet exist in
the knowledge base

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3. You will import a set of objects and fields from the Siebel repository to create the entities and
values you will use to create the rules. The initial import into a new knowledge base also creates
a set of base concepts used in all rule modules.
a. Select File > Import > Siebel Object.
b. Click Next.
c. Enter the following connection parameters for the master repository (source of object
definitions).
CFG File D:\Ousea\client\BIN\ENU\uagent.cfg
Language ENU
Login SADMIN
Password SADMIN
DataSource Sample
d. Click Next.
e. Select Local as the runtime database connection. Local specifies that the runtime system
(into which the rules will be deployed) is a client database of type .dbf rather than server
database.
f. Click Next.
g. The runtime database is the same as the master repository. Enter the same connection
parameters as you entered for the master repository.
h. Click Next.
i. Click Yes when notified that the runtime database already has imported data. This occurs
because the runtime database already contains previously-deployed rules.
j. Since this is the initial import into a new knowledgebase, multiple currency-related concepts
and relations as well as other items, such as functions and predicates, are created. Wait a few
minutes while this process completes.

4. After the initial sets of items have been created, you are ready to import the following business
components and fields to support the business logic described at the beginning of the lab.
Business Component Field
Service Request Priority
Severity
Action Status
Priority
a. In the Siebel Object Import Wizard – Pick Task dialog, verify that Import Siebel Objects is
selected and click Next.
b. Select Service Request as the business object from the drop-down and click Next.
c. Scroll down the list of business components and locate Service Request.
i. Select Service Request by clicking the box to its immediate left.
ii. Click the + sign to the immediate left to expand Service Request. This shows a list of
all its child business components.
iii. Select Action by clicking the box to its immediate left.
iv. Click Next.

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d. A list of available fields for Service Request is displayed. Select Priority and Severity from
the available fields, move them to Selected Fields, and click Next.
e. A list of available fields for Action is displayed. Select Priority and Status from the
available fields, move them to Selected Fields, and click Next.
f. Verify that the hierarchy displayed reflects the objects and fields to be imported, and click
Next.

g. HaleyAuthority then imports the desired objects. Verify that the import did not generate any
warnings, and click Finish.
h. Click No when asked if you would like to perform another task.
i. Close or minimize the Output window.

5. You will now examine the concepts that were created.


a. In the concepts tab, expand the entity concept, and verify that three entity concepts now
appear.

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b. Expand Service Request and then expand Phrasings. Observe that the phrasings correspond
to the object and fields imported.
c. Repeat the previous step for the Action concept.
d. Expand the Value concept and then expand string and Phrasings. Observe that the imported
fields of type text are listed here.
e. (Optional) Expand the currency value entity and observe the large number of phrasings that
were created during the initial process prior to importing the objects you selected. These
entities and values are used to support processing of currencies in the business rules engine.
Now that the concepts have been created, you are ready to create statements for a rule module that
enforces the desired business logic. These statements will be developed using the concepts generated
during the import. Note that you must not modify or delete these concepts.
As you create the statements, HaleyAuthority parses the text you enter, that is, it compares the text to
nouns, verbs, and phrases it generated during the import and bolds all text that it recognizes.
HaleyAuthority also displays a list of valid next words whenever text is successfully parsed.

6. You will create a set of statements that update a service request’s priority to 1-ASAP if the
severity is 1-Critical.
a. Select the Modules & Statements tab.
b. Right-click the Modules & Statements folder and select Add a module. A module is a
container for a set of rule statements and is the unit that is deployed to a run-time system.
c. Name the module Service Request - Write Record. The name is arbitrary but it is
recommended that the module name correspond to the mechanism by which it will be
invoked.
d. Right-click the new module you created and select Add a submodule. A submodule is an
arbitrary subgrouping of statements.
e. Name the submodule Update Priority.
f. Right-click the sub module you created and select Add a statement.
g. In the Edit Statement window, enter set "Priority" of a service request to "1-ASAP".
h. Click OK.
i. Right-click the statement you created and select Is Applicable > if.
j. Enter the condition: the service request’s severity is “1-Critical” and click OK.
k. Right-click the first statement you created and select Is Applicable > unless. Make sure you
select the top level statement.
l. Enter the sentence: the service request’s priority is "1-ASAP" and click OK.

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7. In this step you will create statements that update the priority of any scheduled activities
associated with the service request to 1-ASAP.
a. Right-click the statement folder and select Add a statement.
b. Using the steps you just completed above, enter the following statement:
If a service request has an action then set "Priority" of the action to "1-ASAP"
c. Enter the following two applicability statements to qualify the statement you just entered.
Only if: the status of the action is “Scheduled”
Only if: the priority of the service request is “1-ASAP”
d. Verify that the rule module looks like the following:

8. You are now ready to deploy the module to the Siebel runtime client.
a. Select Tools > Siebel Deployment.
b. Select Service Request - Write Record in the List of Modules, and click OK.
c. Observe that HaleyAuthority logs in to the runtime client and deploys the rule module.

9. The rule module has been written to the Siebel runtime database and you will now administer the
rule module to make it available for use at runtime.
a. If necessary, start the Siebel Call Center Developer Web client and log in as
SADMIN/SADMIN the Sample database.
b. Navigate to Administration - Business Rules > Rule Modules List, and verify that the Service
Request - Write Record rule module appears in the Rule Modules list applet.
c. Select the record and set the business object to Service Request. This identifies the business
object that the Siebel application will use to provide data to the rules engine at runtime.
d. In the Rules Module Relations list applet, click New to specify the business components that
will provide data for evaluation by the business rules.

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e. In the blank record created, click the select button in the Business Component field and
Service Request.
f. Create a second new record and select the Action business component.
g. Click the Activate button in the Rule Module list applet to make the rule module available.
Observe that the status changes to Active.

10. The rule module has been made available for use. You will create a runtime event with an action
set that invokes this rule module.
a. Navigate to Administration - Runtime Events > Action Sets.
b. In the top applet, create a new Action Set called ABC Service Request.
c. In the lower list applet create a new action record with:
Name ABC SR
Action Type BusService
Sequence 1
Active True
d. Scroll down to the bottom of the view and enter the following fields in the More Info applet:
Business Service Name Business Rule Service
Business Service Method RunRules
Business Service Context Service Request - Write Record
Note that the context is the name of the rule module to be evaluated. Make sure that you
enter it exactly as it appears in the Rules Module List.
e. Explicitly save the ABC Service Request action set.
f. Navigate to Administration - Runtime Events > Events.
g. Create a new runtime event with
Name ABC Runtime Event
Sequence 1
Object Type BusComp
Object Name Service Request
Event WriteRecord
Action Set name ABC Service Request
h. Save the record.
i. Select Menu > Reload Runtime Events to deploy the new runtime event.

11. You are now ready to test the deployed rule module by creating a test service request.
a. Navigate to Service > Service Requests List.
b. Create a test record and accept all default values provided.
c. Drill down on the new service request record and if necessary click the Show More button at
the top right of the form applet. This exposes the severity and priority fields. Observe that the
priority defaults to 3-Medium.
d. Set the Severity to 1-Critical.

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e. Right-click on the form applet and select Save Record. Verify that the Priority is updated to
1-ASAP.

12. You will now create several activity records to test the set of statements in the rule module that
refer to action. Make sure that the Priority of the Service request is still 1-ASAP.
a. Create the following activity records:
Type Status Priority
Appointment Unscheduled <blank>
Appointment Scheduled <blank>
Appointment Scheduled 4-Low
b. Return to the Service Request form applet and save the record. Verify that the priority of the
two scheduled activity records is updated to 1-ASAP.

13. You will now verify that the rules do not change the priority if the severity is something other
than 1-Critical.
a. Create a new Service Request record.
b. Set the Severity to 2-High
c. Save the record and verify that the Priority is not modified in this case.

14. You will finally delete the runtime event to keep the rules engine from being invoked in future
labs.
a. Navigate to Administration - Runtime Events > Events.
b. Query for the Event with Action Set Name = ABC Service Request
c. Delete the runtime event.
d. Select Menu > Reload Runtime Events

15. Log out of the Siebel Call Center application.

16. Close HaleyAuthority.

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Module 45: Creating Assignment Rules

Lab 45-1 Creating Assignment Rules for Sales Data


(Unguided)

Goals To create an assignment rule that assigns sales data to positions

Time 20 - 25 minutes

Instructions:
It is common in many sales organizations to assign sales data such as accounts and opportunities to
sales teams based on geography. In this lab you will create a rule that assigns eastern accounts to the
East Sales Rep 1 and East Sales Rep 2 positions. For the purposes of this lab eastern accounts means
accounts in the states of New York (NY), New Jersey (NJ), and Pennsylvania (PA).

1. Start the Siebel Call Center Web client and log in as MPLANCK/MPLANCK. MPLANCK has
the Siebel Administrator responsibility and can administer assignment rules as well as perform
server management. You use MPLANCK to better see default assignment manager behavior.

2. Use the Administration - Assignment > Rule Groups List view to create an assignment rule
group named Sales Rules Group for a small set of sales assignment rules you will create in this
and subsequent labs.

3. Create an assignment rule that assigns eastern accounts.


a. Drill down on the Sales Rules Group to navigate to the Assignment Rules list for this group.
b. Create a new assignment rule with the following values:
Name Assign East Accounts
Object to be Assigned Account
c. Drill down on Assign East Accounts to navigate to the Assignment Rule form applet.
d. If necessary, set the Person Candidates Source to From Rule. This specifies that Assignment
Manager consider only candidates explicitly listed in the rule.

4. Create the criterion that assigns accounts in the eastern states.


a. Under the Criteria tab, in the Criteria list applet, create a record with the following values:
Rule Criterion Account State
Comparison Method Compare to Object
Inclusion Include
Required Always

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b. Observe that the list applet below the criteria list applet displays two columns Score and
State. Enter three state records as follows, leaving the score field blank.
Score State
NY
NJ
PA

5. Click the Positions Candidates tab and add the following positions to specify the candidates to
be considered for assignment in this rule.
Position
East Sales 1
East Sales 2

6. Activate the rule to make it available for use by navigating to the Assignment Rules List view
and clicking Release. This updates the rules cache with all the currently active rules.

7. Create two accounts with the following values to use in testing the rules:
Account name Broadway Lights Great Lakes Beef
Address 1 Times Square 300 State Street
City New York Chicago
State NY IL

8. In the remainder of this lab, you will use Batch Assignment to test the rule you created. Verify
that the Assignment Manger server component is online. If it is not, enable and assign the
Assignment Management component group and restart the Siebel server.

9. Enable event logging on the Batch Assignment component as an aid for debugging your
assignment rules.
a. Navigate to the Events list applet for the Batch Assignment component.
b. Change the log level for Object Assignment and Rules Evaluation to 4. This level provides
detailed logging at the criterion-level during rule evaluation and at the candidate level during
object assignment.

10. Start a Batch Assignment job with the following job parameter:
Name Value
Assignment Object Name Account
Setting this parameter causes assignment manager to consider only Account Assignment Rules.

11. Once the job has completed, locate the task that just completed and examine its logs to verify
that it processed both accounts you created earlier in this lab.
Note that you can examine the log file directly by navigating to D:\OUsea\siebsrvr\log and
opening the most recent log file whose name starts with AsgnBatch_.

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12. Examine the account teams on the two accounts and verify that the desired assignments were
made.
a. Navigate to the Broadway Lights account and bring up the Account team multi-value group
applet. Scroll to the far right in the Selected list and observe that the team members are
checked as either Manual or System. System indicates that the position was assigned as a
result of Assignment Manager while Manual indicates that the assignment occurred
otherwise. For instance the creator of the account is assigned to the team by default and the
creator's position is therefore checked as manual.
b. For each account list the positions assigned in the following table. Verify that MPLANCK's
position (CEO) appears as the manually assigned position in both accounts.
Account System Assigned Manual Assigned
Broadway Lights
Great Lakes Beef
c. Explain why the East Sales 1 and East Sales 2 positions were assigned as they were.

_
d. Observe that the SADMIN's position was assigned by Assignment Manager to the Great
Lakes Beef Account. This occurred because Assignment Manager was unable to find a rule
to use to assign positions to the Great Lakes Beef account. In that situation Assignment
Manager assigns a default position (in this case SADMIN's position). You will learn more
about the default positions (and how to specify them) in an upcoming module.

Note that while you created only a single rule in this lab, you would need to create a separate rule for
each sales/geographic region in your sales organization to assign all accounts.

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Solutions 45-1 Creating Assignment Rules for Sales


Data (Unguided)

Answers
12.b. For each account list the positions assigned in the following table. Verify that MPLANCK's
position (CEO) appears as the manually assigned position in both accounts.
Account System Assigned Manual Assigned
Broadway Lights East Sales 1, East Sales 2 CEO (MPLANCK)
Great Lakes Beef Siebel Administrator (SADMIN) CEO (MPLANCK)

12.c. Explain why the East Sales 1 and East Sales 2 positions were assigned as they were.
The East Sales positions were assigned to the Broadway Lights account since that account
satisfied the conditions specified in the Assign East Accounts rule (the account state was in
the set(NY, NJ, PA).
These positions were not assigned to the Great Lakes Beef account since that account did
not satisfy the Assign East Accounts rule as (the account state was not in the set(NY, NJ,
PA).

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Module 45: Creating Assignment Rules

Lab 45-1 Creating Assignment Rules for Sales Data


(Guided)

Goals To create an assignment rule that assigns sales data to positions

Time 20 - 25 minutes

Instructions:
It is common in many sales organizations to assign sales data such as accounts and opportunities to
sales teams based on geography. In this lab you will create a rule that assigns eastern accounts to the
East Sales Rep 1 and East Sales Rep 2 positions. For the purposes of this lab eastern accounts means
accounts in the states of New York (NY), New Jersey (NJ), and Pennsylvania (PA).

1. Start the Siebel Call Center Web client and log in as MPLANCK/MPLANCK. MPLANCK has
the Siebel Administrator responsibility and can administer assignment rules as well as perform
server management. You use MPLANCK to better see default assignment manager behavior.

2. You will create an assignment rule group for a small set of sales assignment rules you will create
in this and subsequent labs.
a. Navigate to Administration - Assignment > Rule Groups List
b. Create a new rule group with
Name Sales Rules Group

3. You will create an assignment rule that assigns eastern accounts.


a. Drill down on the Sales Rules Group to navigate to the Assignment Rules list for this group.
b. Create a new assignment rule with the following values:
Name Assign East Accounts
Object to be Assigned Account
The Account value is entered as follows:
i. Click the select button in the Object to be Assigned field.
ii. Click New in the Assignment Object window.
iii. Select Account from the drop-down.
iv. Click Save.
v. Click OK.
c. Drill down on Assign East Accounts to navigate to the Assignment Rule form applet.
d. If necessary, set the Person Candidates Source to From Rule. This specifies that Assignment
Manager consider only candidates explicitly listed in the rule.

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4. You will now create the criteria that assigns accounts in the eastern states.
a. If necessary, click the Criteria tab.
b. In the Criteria list applet, create a record with:
Rule Criterion Account State
Comparison Method Compare to Object
Inclusion Include
Required Always
c. Observe that the list applet below the criteria list applet displays two columns Score and
State. Enter three state records as follows, leaving the score field blank.
Score State
NY
NJ
PA

5. Click the Positions Candidates tab and add the following positions to specify the candidates to
be considered for assignment in this rule.
Position
East Sales 1
East Sales 2

6. You will next activate the rule to make it available for use.
a. Navigate to the Assignment Rules List view.
b. Click Release, and click OK to dismiss the confirmation dialog. This updates the rules cache
with all the currently active rules.

7. You will next create two accounts to use in testing the rules.
a. Navigate to the My Accounts view.
b. Create and save two accounts with the following:
Account name Broadway Lights Great Lakes Beef
Address 1 Times Square 300 State Street
City New York Chicago
State NY IL
To enter an address:
i. Click the select button in the address field.
ii. Click New in the Account Addresses window.
iii. Enter the values listed above in the corresponding fields.
iv. Click Save.

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8. In the remainder of this lab, you will use Batch Assignment to test the rule you created. First,
verify the Assignment Manger server component is online.
a. Navigate to Administration - Server Configuration > Enterprises > Component Groups.
b. Query for Assignment Management in the Component Groups list applet.
c. Examine the record in the Component Groups Assignments list applet.
i. If the Assigned and Enable on Server fields are both checked the Workflow
Management Component group is enabled; proceed to step 9.
ii. If they are not both checked, click Assign or Enable as required.
iii. Click the Synchronize view tab.
iv. Query for the Assignment Manager component. This is one of the components from
the Assignment Management component group.
v. If this component group is not found, click the Synchronize button. Synchronization
will take 1-2 minutes.
vi. Log out of the Siebel Call Center Web client.
vii. Stop the Siebel Server service using the Services window.
viii. Start the Siebel Server service. Remember to wait until the Siebel Server service has
started up completely.
ix. Start the Siebel Call Center Web client and log in as MPLANCK/MPLANCK.

9. You will also enable event logging as an aid for debugging your assignment rules.
a. Navigate to Administration - Server Configuration > Servers
b. In the Components list applet, select the Batch Assignment component.
c. In the Events list applet, change the log level for Object Assignment and Rules Evaluation to
4. This level provides detailed logging at the criterion-level during rule evaluation and at the
candidate level during object assignment.

10. You are now ready to start a Batch Assignment server task.
a. Navigate to Administration - Server Management > Jobs.
b. In the Jobs list, click New.
c. In the Component/Job field, select Batch Assignment.
d. In the Job Parameters list, create the following record:
Name Value
Assignment Object Name Account
Setting this parameter causes assignment manager to consider only Account Assignment
Rules.
e. Click Submit Job to start the job.
f. Click the Query and Go buttons successively until the task completes. Status should indicate
success.
g. Navigate to Administration - Server Management > Tasks by clicking the link next to the
Jobs link.
h. Select the tasks record with Component = Batch Assignment.
i. Scan through the log entries displayed in the lower applet and verify that Batch Assignment
processed both accounts you created earlier in the lab.

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Note that you can examine the log file directly by navigating to D:\OUsea\siebsrvr\log and
opening the most recent log file whose name starts with AsgnBatch_.

11. Finally you will examine the account teams on the two accounts and verify that the desired
assignments were made.
a. Navigate to the My Accounts view.
b. Select the Broadway Lights account.
c. Click the select button on the Account team multi-value field to display the team members.
d. Scroll to the far right in the Selected list and observe that the team members are checked as
either Manual or System. System indicates that the position was assigned as a result of
Assignment Manager while Manual indicates that the assignment occurred otherwise. For
instance the creator of the account is assigned to the team by default and the creator's
position is therefore checked as manual.
e. For each account list the positions assigned in the following table. Verify that MPLANCK's
position (CEO) appears as the manually assigned position in both accounts.
Account System Assigned Manual Assigned
Broadway Lights
Great Lakes Beef
f. Explain why the East Sales 1 and East Sales 2 positions were assigned as they were.

_
g. Observe that the SADMIN's position was assigned by Assignment Manager to the Great
Lakes Beef Account. This occurred because Assignment Manager was unable to find a rule
to use to assign positions to the Great Lakes Beef account. In that situation Assignment
Manager assigns a default position (in this case SADMIN's position). You will learn more
about the default positions (and how to specify them) in an upcoming module.

Note that while you created only a single rule in this lab, you would need to create a separate rule for
each sales/geographic region in your sales organization to assign all accounts.

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Solutions 45-1 Creating Assignment Rules for Sales


Data (Guided)

Answers
11.d. For each account list the positions assigned in the following table. Verify that MPLANCK's
position (CEO) appears as the manually assigned position in both accounts.
Account System Assigned Manual Assigned
Broadway Lights East Sales 1, East Sales 2 CEO (MPLANCK)
Great Lakes Beef Siebel Administrator (SADMIN) CEO (MPLANCK)

11.e. Explain why the East Sales 1 and East Sales 2 positions were assigned as they were.
The East Sales positions were assigned to the Broadway Lights account since that account
satisfied the conditions specified in the Assign East Accounts rule (the account state was in
the set(NY, NJ, PA).
These positions were not assigned to the Great Lakes Beef account since that account did
not satisfy the Assign East Accounts rule as (the account state was not in the set(NY, NJ,
PA).

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Lab 45-2 Creating Assignment Rules for Service Data


(Unguided)

Goals To create an assignment rule that assigns service data to qualified employees

Time 15 - 20

Instructions:
Organizations have many ways to assign service requests to service representatives. In this lab you
will create an assignment rule that assigns a request for service (for a product) to a representative
that is skilled in the associated product line.

1. A set of products and product lines have already been created by the product administrator. You
will examine them to become familiar with them as you will use them in creating assignment
rules and service requests.
a. Navigate to the Product Lines view and verify that three product lines exist. You will use
these product lines in creating assignment rules. What are the three Product Lines?

b. Navigate to the Products view and query for products that belong to any of the above product
lines. You will use these products in creating Service Requests.

2. A set of six employees have also been created for the purposes of this lab. They have been
assigned positions of Service Rep or Service Manager. Navigate to the Employees view and
query for employees with one of these two positions. Your results should look like this:

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3. Create assignment rules based on employee skills. First add a skill attribute to an employee.
a. Select and drill down on the Colleen Commons employee record.
b. In the Assignment Skills list applet, create a new record with:
Skill Product Line
c. Observe that the Assignment Skill Items applet below displays two columns named Product
Line and Expertise. Create a new record in this applet with:
Product Line Cameras
Expertise Intermediate
d. Skill attributes have been already created for the remaining employees. Record the skills and
skill items for the employees in the table below.
Employee Skill Product Line Expertise
Colleen Commons Product Line Cameras Intermediate
Cameron Carlson
Corey Choi
Terrie Tolbert
Victor Vega
Marion May
Note that Marion May is the Service Manager, and will not be automatically assigned to a
service request. Therefore no skills have been defined for Marion.

4. Create a new assignment rule group named Service Rules Group to assign service requests to
the employee with the appropriate product line skill set.

5. Create a new assignment rule using the values below that will assign service requests based on
product line. Be sure to set the Person Candidates Source to From Rule, and the Assignee Filter
to One, Random. This selects only one qualified employee at random to be assigned to the
request.
Name Assign Service Request by Product Line
Object to be Assigned Service Request

6. In the Criteria list applet, add product criteria to the Service Request by Product Line rule
using the following values:
Rule Criterion Product Line
Comparison Method Compare Object to Person
Inclusion Include
Required Always

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Note: Compare Object to Person is used here to compare the object, Service Request, to
attributes of person candidates, in this case, skill sets.

7. To prevent Assignment Manager from considering all employees in the database, explicitly
specify in the rule the six employees to be evaluated by adding them as employee candidates.

8. Activate the rule to make it available for use.

9. You will now create two service requests with the following values to test the rule:
Summary Telephone request Video request
Product T1000 Home phone center V52 large screen display
Owner <blank> <blank>
Make sure that you delete the default owner assigned to the Service Request. This allows
Assignment Manager to assign a new owner.

10. Start a batch assignment job to assign the test records by copying the previous job and changing
the parameter value to Service Request.
a. Verify the assignments.

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b. To which candidate was each service request assigned? Why?

11. Create two requests for camera service and assign these new requests. First you will manually
change the status of the two requests you just assigned to prevent them from being considered for
assignment this time around.
a. Close the two service requests that were just assigned, by setting the status to Closed.
b. Create two additional service requests and assign the C5000 MagnaShot. Make sure to
delete the default owner.
c. Create and submit another Batch Assignment job. Make sure the Assignment Object is
Service Request.
d. Navigate to the All Service Requests view.
e. To which candidate was each service request assigned? Why?

f. (Optional). Repeat several times the assignments by deleting the owner and running a new
batch assignment job. Verify that the people assigned the service requests are not the same
every time, but are chosen randomly, as you specified.

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Solutions 45-2 Creating Assignment Rules for Service


Data (Guided)

Answers
1.a. Navigate to the Product Lines view and verify that three product lines exist. You will use
these product lines in creating assignment rules. What are the three Product Lines?
Video, telephones, and cameras

3.d.. Skill attributes have been already created for the remaining employees. Record the skills
and skill items for the employees in the table below.
Employee Skill Product Line Expertise
Colleen Commons Product Line Cameras Intermediate
Cameron Carlson Product Line Cameras Expert
Corey Choi Product Line Cameras Expert
Terrie Tolbert Product Line Telephones Expert
Victor Vega Product Line Video Expert
Marion May

10.b. To which candidate was each service request assigned? Why?


The telephone request was assigned to TTOLBERT since her expertise in telephones. The
video request was assigned to VVEGA since his expertise in video.

11.e. To which candidate was each service request assigned? Why?


The requests are assigned to one or more of CCARLSON, CCHOI, and CCOMMONS
(since they are the employees with the camera skills). Because the rule specified an
assignee filter of One, Random, the actual assignees will vary from run to run. In addition
you may observe that both requests are assigned to the same person.

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Lab 45-2 Creating Assignment Rules for Service Data


(Guided)

Goals To create an assignment rule that assigns service data to qualified employees

Time 15 - 20 minutes

Instructions:
Organizations have many ways to assign service requests to service representatives. In this lab you
will create an assignment rule that assigns a request for service (for a product) to a representative
that is skilled in the associated product line.

1. A set of products and product lines have already been created by the product administrator. You
will examine them to become familiar with them as you will use them in creating assignment
rules and service requests.
a. Navigate to Administration - Product > Product Lines.
b. Verify that three product lines exist. You will use these product lines in creating assignment
rules.
c. Navigate to Administration - Product > Products.
d. Query for products that belong to any of the above product lines (Cameras, Telephones, or
Video). You will use these products in creating Service Requests.

2. A set of six employees have also been created for the purposes of this lab. They have been
assigned positions of Service Rep or Service Manager.
a. Navigate to Administration - User > Employees.

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b. Query for employees with a position of Service Rep or Service Manager.

3. You will create assignment rules based on employee skills. You will add a skill attribute to an
employee.
a. Select and drill down on the Colleen Commons employee record.
b. In the Assignment Skills list applet, create a new record with:
Skill Product Line
c. Observe that the Assignment Skill Items applet below displays two columns named Product
Line and Expertise. Create a new record in this applet with:
Product Line Cameras
Expertise Intermediate
d. Skill attributes have been already created for the remaining employees. Record the skills and
skill items for the employees in the table below.
Employee Skill Product Line Expertise
Colleen Commons Product Line Cameras Intermediate
Cameron Carlson
Corey Choi
Terrie Tolbert
Victor Vega
Marion May
Note that Marion May is the Service Manager, and will not be automatically assigned to a
service request. Therefore no skills have been defined for Marion.

4. You are now ready to create a rule to assign service requests to the employee with the
appropriate product line skill set.
a. Navigate to Administration - Assignment > Rule Groups List
b. Create a new rule group with
Name Service Rules Group

5. You will create an assignment rule that assigns service requests based on product line.
a. Drill down on the Service Rules Group to navigate to the Assignment Rules list applet for
this group.

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b. Create a new assignment rule with the following values:


Name Assign Service Request by Product Line
Object to be Assigned Service Request
c. Drill down on Assign Service Request by Product Line to navigate to the Assignment Rule
form applet.
d. If necessary, set the Person Candidates Source to From Rule.
e. Set the Assignee Filter to One, Random. This selects only one qualified employee at random
to be assigned to the request.

6. In the Criteria list applet, add product criteria to the Service Request by Product Line rule using
the following values:
Rule Criterion Product Line
Comparison Method Compare Object to Person
Inclusion Include
Required Always

Note: Compare Object to Person is used here to compare the object, Service Request, to
attributes of person candidates, in this case, skill sets.

7. To prevent Assignment Manager from considering all employees in the database, you will
explicitly specify in the rule the employees to be evaluated.
a. Click the Employee Candidates tab.

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b. Add the six employees you identified at the beginning of this lab. An easy way to enter these
employees is click New, and query for employees with a position beginning with Service.
Perform a group select on the six employees returned by the query.

8. You will next activate the rule to make it available for use.
a. Navigate to the Assignment Rules List view.
b. Click Release, and click OK to dismiss the confirmation dialog.

9. You will now create two records to test the rule.


a. Navigate to the All Service Requests view.
b. Create two service requests with:
Summary Telephone request Video request
Product T1000 Home phone center V52 large screen display
Owner <blank> <blank>
Make sure that you delete the default owner assigned to the Service Request. This allows
Assignment Manager to assign a new owner.

10. You will now start a batch assignment job to assign the test records. An easy way to start a new
batch assignment job is to copy the previous one.
a. Navigate to Administration - Server Management > Jobs.
b. In the Jobs list, select the previous Batch Assignment record and right-click and select Copy
Record
c. In the Job Parameters list, change the value to Service Request.
d. Submit the job and monitor the progress by querying.
e. (Optional) Once the job has completed, read through the information in the Tasks Log view.
Remember this information also appears in the most recent batch assignment log file in the
server log directory.
f. Navigate to the All Service Requests view to verify the assignments.
g. To which candidate was each service request assigned? Why?

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11. You will finally create two requests for camera service and assign these new requests. First you
will manually change the status of the two requests you just assigned to prevent them from being
considered for assignment this time around.
a. Close the two service requests that were just assigned, by setting the status to Closed.
b. Create two additional service requests and assign the C5000 MagnaShot. Make sure to
delete the default owner.
c. Create and submit another Batch Assignment job. Make sure the Assignment Object is
Service Request.
d. Navigate to the All Service Requests view.
e. To which candidate was each service request assigned? Why?

f. (Optional). Repeat several times the assignments by deleting the owner and running a new
batch assignment job. Verify that the previous owners are not always reassigned.

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Module 45: Creating Assignment Rules

Solutions 45-2 Creating Assignment Rules for Service


Data (Guided)

Answers
3.d.. Skill attributes have been already created for the remaining employees. Record the skills
and skill items for the employees in the table below.
Employee Skill Product Line Expertise
Colleen Commons Product Line Cameras Intermediate
Cameron Carlson Product Line Cameras Expert
Corey Choi Product Line Cameras Expert
Terrie Tolbert Product Line Telephones Expert
Victor Vega Product Line Video Expert
Marion May

10.g. To which candidate was each service request assigned? Why?


The telephone request was assigned to TTOLBERT since her expertise in telephones. The
video request was assigned to VVEGA since his expertise in video.

11.e. To which candidate was each service request assigned? Why?


The requests are assigned to one or more of CCARLSON, CCHOI, and CCOMMONS
(since they are the employees with the camera skills). Because the rule specified an
assignee filter of One, Random, the actual assignees will vary from run to run. In addition
you may observe that both requests are assigned to the same person.

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Module 46: Tailoring Assignment Rules

Lab 46-1 Prioritizing Assignment Rules (Unguided)

Goals To use rule sequencing to prioritize assignment rules

Time 10 - 15 minutes

Instructions:
In addition to assigning accounts by geographic region, your company wishes to assign financial
accounts to a special account team (position is Finance Sales). In this lab you will create a rule that
uses rule sequencing to assign only the Finance Sales position to the finance accounts, regardless of
the state in which the account is located.

1. If necessary, start the Siebel Call Center Web client and log in as MPLANCK/MPLANCK.

2. Examine some seed data that was created to support assigning accounts by industry. Account
assignments can be based on a criterion called the Industry SIC Code, which will be used in this
lab.
a. Navigate to Administration - Data > Industries.
b. Inspect the seed Finance industry record.

3. Create a new assignment rule that assigns accounts based on the account's industry.
a. Create a new assignment rule with the following values:
Name Assign Finance Accounts
Object to be Assigned Account
Rule Group Sales Rule group
b. If necessary, set the Person Candidates Source to From Rule.
c. Set the criterion as follows:
Rule Criterion Industry SIC Code
Comparison Method Compare to Object
Inclusion Include
Required Always

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d. Observe that the lower applet now displays columns corresponding to the Industry SIC Code
criteria. Enter the following record
SIC Low 1111
SIC High 1111
e. Click the Position Candidates tab and add the following position.
Position Finance Sales

4. Return to the Assignment Rules List and release the new rule.

5. Create two accounts to use in testing the rules using the following values:
Account name NY Express Bank of Pleasanton
Address 155 Wall Street 234 Main St
City New York Pleasanton
State NY CA
Industries Finance Finance
Make sure to assign the Industries field.

6. Test the two account assignment rules by creating and submitting a batch assignment job request.
To create the record, copy the previous batch assignment record and change the job parameter to
Account.

7. Examine the Account team for each of the four accounts.


a. List the positions assigned to each account team.
Account System Assigned Manual Assigned
Bank of Pleasanton
Broadway Lights
Great Lakes Beef
NY Express
b. Why did NY Express have all those positions assigned to it? You might want to examine the
log files to see exactly how the assignments were made.

8. Your company's requirement is to assign finance accounts exclusively to the Finance Sales
position. You observed above that finance accounts in the east also have the regular east sales
positions also assigned. Use rule sequencing to prioritize the rules to make sure that finance
accounts are assigned only the Finance Sales position.
a. Return to the Assignment Rules List and drill down on the Sales Rule Group.

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b. In the Assignment Rules list, specify the following sequence numbers:


Name Sequence
Assign East Accounts 2
Assign Finance Accounts 1
A sequence number of 1 indicates that the Assign Finance Account rule will be evaluated
first, and if any assignments can be made rule evaluation stops before consideration of other
rules with higher sequence numbers.
c. Return to the Assignment Rules List and release rules again.

9. Test the sequenced account assignment rules by copying and submitting a batch assignment job
request. Make sure the Assignment Object Name is set to Account.

10. Inspect the account teams on the accounts and verify that this time Assignment Manager assigns
only the Finance sales position to the NY Express account.
Account System Assigned Manual Assigned
Bank of Pleasanton
Broadway Lights
Great Lakes Beef
NY Express

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Module 46: Tailoring Assignment Rules

Solutions 46-1 Prioritizing Assignment Rules (Unguided)

Answers
7.a. List the positions assigned to each account team.
Account System Assigned Manual Assigned
Bank of Pleasanton Finance Sales CEO (MPLANCK)
Broadway Lights East Sales 1, East Sales 2 CEO (MPLANCK)
Great Lakes Beef Siebel Administrator (SADMIN) CEO (MPLANCK)
NY Express East Sales 1, East Sales 2, Finance Sales CEO (MPLANCK)

7.b. Why did NY Express have all those positions assigned to it? You might want to examine
the log files to see exactly how the assignments were made.
The NY Express account satisfied both the Assign East Accounts and Assign Finance
Accounts rules and thus had positions from both rules assigned to it.

10. Inspect the account teams on the accounts and verify that this time Assignment Manager
assigns only the Finance sales position to the NY Express account.
Account System Assigned Manual Assigned
Bank of Pleasanton Finance Sales CEO (MPLANCK)
Broadway Lights East Sales 1, East Sales 2 CEO (MPLANCK)
Great Lakes Beef Siebel Administrator (SADMIN) CEO (MPLANCK)
NY Express Finance Sales CEO (MPLANCK)

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Module 46: Tailoring Assignment Rules

Lab 46-1 Prioritizing Assignment Rules (Guided)

Goals To use rule sequencing to prioritize assignment rules

Time 10 - 15 minutes

Instructions:
In addition to assigning accounts by geographic region, your company wishes to assign financial
accounts to a special account team (position is Finance Sales). In this lab you will create a rule that
uses rule sequencing to assign only the Finance Sales position to the finance accounts, regardless of
the state in which the account is located.

1. If necessary, start the Siebel Call Center Web client and log in as MPLANCK/MPLANCK.

2. You will first examine some seed data that was created to support assigning accounts by
industry. Account assignments can be based on a criterion called the Industry SIC Code.
a. Navigate to Administration - Data > Industries.
b. Inspect the seed Finance industry record.

3. You will now create a new assignment rule that assigns accounts based on the account's industry.
a. Navigate to Administration - Assignment > Assignment Rules List.
b. Create a new assignment rule with the following values:
Name Assign Finance Accounts
Object to be Assigned Account
Rule Group Sales Rule group
c. Drill down on Assign Finance Accounts to navigate to the Assignment Rule form applet.
d. If necessary, set the Person Candidates Source to From Rule.

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4. You will now create the criterion that assigns finance accounts.
a. In the Criteria list applet, create a record with:
Rule Criterion Industry SIC Code
Comparison Method Compare to Object
Inclusion Include
Required Always
b. Observe that the lower applet now displays columns corresponding to the Industry SIC Code
criteria. Enter the following record
SIC Low 1111
SIC High 1111
c. Click the Position Candidates tab and add the following position.
Position Finance Sales

5. Return to the Assignment Rules List and release the new rule.

6. You will next create two accounts to use in testing the rules.
a. Navigate the My Accounts view.
b. Create and save two accounts with the following:
Account name NY Express Bank of Pleasanton
Address 155 Wall Street 234 Main St
City New York Pleasanton
State NY CA
Industries Finance Finance
Make sure to assign the Industries field.

7. You will test the two account assignment rules by creating and submitting a batch assignment
job request.
a. Navigate to Administration - Server Management > Jobs.
b. In the Jobs list, select the previous Batch Assignment record and right-click and select Copy
Record
c. In the Job Parameters list, change the value to Account.
d. Submit the job and monitor the progress by querying. Wait until the job completes.

8. In the My Accounts view, examine the Account team for each of the four accounts.
a. List the positions assigned to each account team.
Account System Assigned Manual Assigned
Bank of Pleasanton
Broadway Lights
Great Lakes Beef
NY Express

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b. Why did NY Express have all those positions assigned to it? You might want to examine the
log files to see exactly how the assignments were made.

9. Your company's requirement is to assign finance accounts exclusively to the Finance Sales
position. You observed above that finance accounts in the east also have the regular east sales
positions also assigned. You will now use rule sequencing to prioritize the rules to make sure
that finance accounts are assigned only the Finance Sales position.
a. Return to the Assignment Rules List.
b. Drill down on the Sales Rule Group.
c. In the Assignment Rules list, specify the following sequence numbers:
Name Sequence
Assign East Accounts 2
Assign Finance Accounts 1
A sequence number of 1 indicates that the Assign Finance Account rule will be evaluated
first, and if any assignments can be made rule evaluation stops before consideration of other
rules with higher sequence numbers.
d. Return to the Assignment Rules List and release rules again.

10. Test the sequenced account assignment rules by copying and submitting a batch assignment job
request. Make sure the Assignment Object Name is set to Account.

11. Inspect the account teams on the accounts and verify that this time Assignment Manager assigns
only the Finance sales position to the NY Express account.
Account System Assigned Manual Assigned
Bank of Pleasanton
Broadway Lights
Great Lakes Beef
NY Express

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Module 46: Tailoring Assignment Rules

Solutions 46-1 Prioritizing Assignment Rules (Guided)

Answers
8.a. List the positions assigned to each account team.
Account System Assigned Manual Assigned
Bank of Pleasanton Finance Sales CEO (MPLANCK)
Broadway Lights East Sales 1, East Sales 2 CEO (MPLANCK)
Great Lakes Beef Siebel Administrator (SADMIN) CEO (MPLANCK)
NY Express East Sales 1, East Sales 2, Finance Sales CEO (MPLANCK)

8.b Why did NY Express have all those positions assigned to it? You might want to examine
the log files to see exactly how the assignments were made.
The NY Express account satisfied both the Assign East Accounts and Assign Finance
Accounts rules and thus had positions from both rules assigned to it.

11. Inspect the account teams on the accounts and verify that this time Assignment Manager
assigns only the Finance sales position to the NY Express account.
Account System Assigned Manual Assigned
Bank of Pleasanton Finance Sales CEO (MPLANCK)
Broadway Lights East Sales 1, East Sales 2 CEO (MPLANCK)
Great Lakes Beef Siebel Administrator (SADMIN) CEO (MPLANCK)
NY Express Finance Sales CEO (MPLANCK)

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Module 46: Tailoring Assignment Rules

Lab 46-2 Using Workload Distribution (Unguided)

Goals To create a workload distribution rule that distributes service requests evenly

Time 10 - 15 minutes

Instructions:
In the previous lab on assigning service requests, you created a rule that assigned a service request to
a qualified service representative. However if there were multiple qualified representatives (such as
in the case of cameras) the request was assigned randomly to a representative. This occurred because
the rule you created specified an assignee filter of One, Random.
Your company wishes to distribute the requests so as not to overload a given representative at the
expense of another. In this lab you will modify the assignment rule to include workload distribution
to ensure that the requests are assigned evenly.

1. Update the Assign Service Request by Product Line assignment rule you created in the
previous lab to use scoring to ensure that work is distributed evenly by changing the Assignee
Filter field to One, Best Fit. This causes the rule to select the best candidate based on scoring.
You will configure the candidates’ scores to depend upon their current workloads.

2. Create a workload rule that will distribute work once the conditions are met.
a. Navigate to the Workload Distribution Rules view.
b. Create a new workload distribution rule with the following values:
Name SR Workload
Assignment Object Service Request
c. In the Workload Conditions list, create the following two workload conditions:
Conditional Field Comparison Comparison
Service Request Status = Open
Service Request Sub-Status <> Waiting on Customer

3. Assign this workload distribution rule to the assignment rule.


a. Navigate back to the Assignment Rules List view.
b. Drill down on the Assign Service Request by Product Line rule.

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c. Click the Workload Distribution tab and add the following workload rule to limit the
number of service requests in a service rep’s queue:
Workload Distribution Rule SR Workload
Assignment Object Service Request
Score 5
Required Always
Maximum Workload 5
The score and maximum workload values are used to compute a workload score that favors
service reps with fewer assigned requests.

4. Return to the Assignment Rules list and click the Release button. The assignment rules are now
ready to be used.

5. Create the following three service requests to test the modified rule.
Summary WL 1 Camera WL 2 Camera WL 3 Camera
Product C5000 MagnaShot C5000 MagnaShot C5000 MagnaShot
Owner <blank> <blank> <blank>
Remember to explicitly delete the default owner assigned to the service requests.

6. Test the modified assignment rule by creating and submitting a batch assignment job request.
Make sure the Assignment Object Name is set to Service Request.

7. Navigate to the All Service Request view and verify that the three requests were assigned evenly
to the three camera-qualified service representatives.

8. Inspect the corresponding log file in the server directory to review how the requests were
assigned in an even fashion. Note how the score of each representative is decreased every time
an assignment is made to that representative. Representatives with higher scores are then
assigned requests until their scores are decreased.

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Lab 46-2 Using Workload Distribution (Guided)

Goals To create a workload distribution rule that distributes service requests evenly

Time 10 - 15 minutes

Instructions:
In the previous lab on assigning service requests, you created a rule that assigned a service request to
a qualified service representative. However if there were multiple qualified representatives (such as
in the case of cameras) the request was assigned randomly to a representative. This occurred because
the rule you created specified an Assignee Filter of One, Random.
Your company wishes to distribute the requests so as not to overload a given representative at the
expense of another. In this lab you will modify the assignment rule to include workload distribution
to ensure that the requests are assigned evenly.

1. You will first update the assignment rule to use scoring to ensure that work is distributed evenly.
a. Navigate to Administration - Assignment > Assignment Rules List.
b. Query for the Assign Service Request by Product Line rule you created in the previous lab.
c. In the Assignees Filter field, change the value to One, Best Fit. This causes the rule to select
the best candidate based on scoring, where the candidate score will depend upon the current
workload

2. You will next create a workload rule that will distribute work once the conditions are met.
a. Navigate to the Workload Distribution Rules view.
b. Create a new workload distribution rule with the following values:
Name SR Workload
Assignment Object Service Request
c. In the Workload Conditions list, create the following two workload conditions:
Conditional Field Comparison Comparison
Service Request Status = Open
Service Request Sub-Status <> Waiting on Customer

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3. You will now assign this workload distribution rule to the assignment rule.
a. Navigate back to the Assignment Rules List view.
b. Drilldown on the Assign Service Request by Product Line rule.
c. Click the Workload Distribution tab and add the following workload rule to limit the
number of service requests in a service rep’s queue:
Workload Distribution Rule SR Workload
Assignment Object Service Request
Score 5
Required Always
Maximum Workload 5
The score and maximum workload values are used to compute a workload score that favors
service reps with fewer assigned requests.

4. Return to the Assignment Rules list and click the Release button. The assignment rules are now
ready to be used.

5. Create the following three service requests to test the modified rule.
Summary WL 1 Camera WL 2 Camera WL 3 Camera
Product C5000 MagnaShot C5000 MagnaShot C5000 MagnaShot
Owner <blank> <blank> <blank>
Remember to explicitly delete the default owner assigned to the service requests.

6. Test the modified assignment rule by creating and submitting a batch assignment job request.
Make sure the Assignment Object Name is set to Service Request.

7. Navigate to the All Service Request view and verify that the three requests were assigned evenly
to the three camera-qualified service representatives.

8. You will inspect the corresponding log file in the server directory to review how the requests
were assigned in an even fashion.
a. Navigate to D:\OUsea\siebsrvr\log and open the most recent log file whose name starts with
AsgnBatch_.
a. Note how the score of each representative is decreased every time an assignment is made to
that representative. Representatives with higher scores are then assigned requests until their
scores are decreased.

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Module 47: Invoking Assignment Manager

Lab 47-1 Invoking Assignment Manager in Dynamic


Mode (Unguided)

Goals To use assignment manager to assign service requests dynamically as they are
created.

Time 15 - 20 minutes

Instructions:
In this lab you will enable the requisite components to allow the service request assignment rule you
created in the previous labs to run dynamically, that is to assign requests in real time as they are
created

1. If necessary, start the Siebel Call Center Web client and log in as MPLANCK/MPLANCK.

2. Examine the assignment policy for the Service Request assignment object. An assignment policy
specifies that Assignment Manager be invoked when the assignment conditions are satisfied.
a. Navigate to Administration - Assignment > Assignment Policies.
b. In the Assignment Policies list, look for an existing record with the following values:
Workflow Object Service Request
Policy Group Assignment Group
c. Note that the policy has expired. Remove the expiration date to activate it.

3. Run a Generate Triggers job using the parameters below to create the triggers required to support
Assignment Manager.
Name Value
EXEC True
Privileged User SIEBEL
Privileged User Password SIEBEL

4. Start the Workflow Monitor Agent from the command line. In a previous lab, you started the
Workflow Monitor Agent from a server management view in the Siebel client. In this lab you
will use an alternative method (the command line interface) to start the Workflow Monitor
Agent. The Workflow Monitor Agent monitors tables for changes and invokes Assignment
Manager when changes are detected.
a. Open a command prompt and navigate to the D:\OUsea\siebsrvr\BIN directory.
b. Determine the name of your machine using the hostname command.

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Module 47: Invoking Assignment Manager

c. Enter the following command to log in to the Server Manager by entering the following
command. The parameter following the /g is the name of your machine. Replace
<MachName> with the actual name of your machine.
srvrmgr /g <MachName> /e Siebel /s OUsrvr /u SADMIN /p SADMIN
Note: Only the user name and password are case-sensitive for this command.
When you are successfully connected to server manager, you will see the prompt:
srvrmgr:OUsrvr>
d. Start the Workflow Monitor Agent task by entering the following command:
start task for component WorkMon with SleepTime=30,
GroupName=’Assignment Group’
Case is important, so be sure to enter the command as specified.
e. Verify that the task started by examining the response in the Command Prompt window:

f. Use the Exit command to exit the Server Manager.

5. In Siebel Call Center, verify that Assignment Manager is online, Server Request Broker is
running, and Workflow Monitor Agent is running.

6. Create two service requests using the values below to test the workflow:
Summary Dynamic AM 1 Dynamic AM 2
Product T1000 Home phone center V52 large screen display
Owner <blank> <blank>

7. Verify that TTOLBERT is assigned to the first request and that VVEGA is assigned to the
second.

8. Create a service request without a product. Who is assigned?

9. Stop the Workflow Monitor Agent task to reduce the load on your Siebel server and to avoid
conflicts with subsequent labs.

10. Log out of Call Center.

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Module 47: Invoking Assignment Manager

Solutions 47-1 Invoking Assignment Manager in


Dynamic Mode (Unguided)

Answers
8. Create a service request without a product. Who is assigned?
SADMIN is assigned because Assignment Manager could not find a qualified employee to
whom to assign the request. Assignment Manager then assigns the request to the default
employee (SADMIN).

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Module 47: Invoking Assignment Manager

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Module 47: Invoking Assignment Manager

Lab 47-1 Invoking Assignment Manager in Dynamic


Mode (Guided)

Goals To use assignment manager to assign service requests dynamically as they are
created.

Time 15 - 20 minutes

Instructions:
In this lab you will enable the requisite components to allow the service request assignment rule you
created in the previous labs to run dynamically, that is to assign requests in real time as they are
created

1. If necessary, start the Siebel Call Center Web client and log in as MPLANCK/MPLANCK.

2. You will examine the assignment policy for the Service Request assignment object. An
assignment policy specifies that Assignment Manager be invoked when the assignment
conditions are satisfied.
a. Navigate to Administration - Assignment > Assignment Policies.
b. In the Assignment Policies list, look for an existing record with the following values:
Workflow Object Service Request
Policy Group Assignment Group
c. Note that the policy has expired. Remove the expiration date to activate it.

3. You will create a Generate Triggers component request in the Siebel Call Center Web client to
create the triggers required to support Assignment Manager.
a. Navigate to Administration - Server Management > Jobs.
b. In the Jobs list, click New.
c. In the Component/Job field, select Generate Triggers from the pick list. In the Job
Parameters list at the bottom of the screen, add three new parameters.
Name Value
EXEC True
Privileged User SIEBEL
Privileged User Password SIEBEL

4. You will run the Generate Triggers job.


a. In the Jobs list, click the Submit Job button.
b. Refresh the view by clicking Query then clicking Go to monitor the job status until the job
has completed successfully.

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Module 47: Invoking Assignment Manager

5. You will next start the Workflow Monitor Agent from the command line. In a previous lab, you
started the Workflow Monitor Agent from a server management view in the Siebel client. In this
lab you will use an alternative method (the command line interface) to start the Workflow
Monitor Agent. The Workflow Monitor Agent monitors tables for changes and invokes
Assignment Manager when changes are detected.
a. Select Start > Programs > Accessories > Command Prompt.
b. The Server Manager command line program resides in the D:\OUsea\siebsrvr\BIN directory.
Navigate to this directory via the command line. At the command prompt, enter
cd D:\OUsea\siebsrvr\BIN
c. Determine the name of your machine by entering the following command at the prompt
hostname
d. Log in to Server Manager by entering the following command. The parameter following the
/g is the name of your machine. Replace <MachName> with the actual name of your
machine.
srvrmgr /g <MachName> /e Siebel /s OUsrvr /u SADMIN /p SADMIN
Note: Only the user name and password are case-sensitive for this command.
When you are successfully connected to server manager, you will see the prompt:
srvrmgr:OUsrvr>
e. Start the Workflow Monitor Agent task by entering the following command at the
srvrmgr:OUsrvr> prompt:
start task for component WorkMon with SleepTime=30,
GroupName=’Assignment Group’
Case is important, so be sure to enter the command as specified.
f. Verify that the task started by examining the response in the Command Prompt window:

g. At the srvrmgr:OUsrvr> prompt enter


Exit
h. Close the Command Prompt window.

6. You will make sure that the required components are running.
a. In Siebel Call Center, navigate to Administration - Server Management > Components.
b. Verify that Assignment Manager is online, Server Request Broker is running, and Workflow
Monitor Agent is running.

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7. You will now create several service requests to test the workflow.
a. Navigate to the All Service Request view.
b. Create two service requests with the following. Make sure to delete the default owner before
you save the record.
Summary Dynamic AM 1 Dynamic AM 2
Product T1000 Home phone center V52 large screen display
Owner <blank> <blank>
c. Since the Workflow Monitor Agent runs every 30 seconds, once you have created your
service request, wait about one minute to view the results. Remember to refresh the view by
executing a series of blank queries. Moving between records in the view will not re-query.
d. Verify that TTOLBERT is assigned to the phone center request and that VVEGA is assigned
to the video request..

8. Create a service request without a product. Who is assigned?

9. You will now stop the Workflow Monitor Agent task to reduce the load on your Siebel server
and to avoid conflicts with subsequent labs.
a. Navigate to Administration - Server Management > Tasks.
b. Select the Workflow Monitor Agent task with a state of running.
c. Click Stop.

10. Log out of Call Center.

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Module 47: Invoking Assignment Manager

Solutions 47-1 Invoking Assignment Manager in


Dynamic Mode (Guided)

Answers
8. Create a service request without a product. Who is assigned?
SADMIN is assigned because Assignment Manager could not find a qualified employee to
whom to assign the request. Assignment Manager then assigns the request to the default
employee (SADMIN).

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Module 48: Siebel State Model

Lab 48-1 Creating a Siebel State Model (Unguided)

Goals Create a state model to restrict the changes in the status of a service request

Time 15 - 20 minutes

Instructions:
In this lab you will create a state model to manage the transitions between states in a simple four
state service request model. The states are the same as those in the example in the slides for this
module but the rules and policies are slightly different. The state model you will create is
diagrammed below.

Sub-status must
be resolved

Open Pending Closed

Must have a non- Sub-status must


Permitted only by null Area not be resolved
call center manager
Cancelled

1. Start the Siebel Call Center Developer Web client and log in as SADMIN/SADMIN connecting
to the Sample database.

2. Create a state model and identify the field upon which to base the state model.
a. Navigate to Administration - Application > State Models.
b. Create a new record with
Name ABC Service Request
Business Component Service Request
Field Status

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Module 48: Siebel State Model

3. Click the States tab and create the four states for this state model as shown below:

4. Specify the first of the six transitions for this state model. According to the specification, this
transition has a condition that the area must be set to some value; that is, it cannot be null.
a. Click the Transitions tab
b. Create a new record with
From State Open
To State Pending
Public True
Rule Field Area
Rule Operator IS NOT NULL

5. Specify next transition for this state model. This transition is from Pending to Cancelled and has
a condition that the sub-status must not be resolved. Note that the sub-status value entered into
the Rule Value field must be embedded in quotes.

6. Create records for the four remaining transitions that incorporate the restrictions if any.
Remember to clear the Public flag on a transition when there are restrictions on who is allowed
to make the transition. Consult the solution to verify your configuration.

7. Create a record to specify who is authorized to make the transition from Open to Cancelled. For
the purposes of testing in this lab you will make the Siebel Administrator position the authorized
position.
a. In the Transitions list, select the Open to Cancelled transition.
b. Add the Siebel Administrator as an authorized position in the Authorized Positions applet

8. Test the state model.


a. Log out of Siebel Call Center.
b. Start the Siebel Call Center Developer Web client and log in as CCHENG/CCHENG
connecting to the Sample database in order to test the behavior using a position other than
Siebel Administrator.
c. Create a new service request. What is the state; that is, the value of the Status field in which
the service request is created?

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d. Click the Status drop-down. To which states can you transition from this state?

e. Change the Status from Open to Pending. Why does the transition fail?

f. Set the Area to Printer, and then change the status to Pending. To which states can you now
transition from Pending?

9. Verify that you can progress from Pending to Closed only if the Sub-Status is set to Resolved.

10. Once you do reach Closed, transition back to Open as this transition is always allowed.

11. Similarly verify that you cannot progress from Pending to Cancelled if the Sub-Status is
Resolved.

12. Reconnect in the Siebel Administrator position and verify that you can cancel an open Service
request.
a. Select File > Connect.
b. Log in as SADMIN/SADMIN to the Sample database.
c. Create a new service request.
d. Verify that you can now proceed from Open to either Pending or Cancelled

13. Log out of Siebel Call Center.

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Module 48: Siebel State Model

Solutions 48-1 Creating a Siebel State Model (Unguided)

Answers
6. Create records for the four remaining transitions that incorporate the restrictions if any.
Remember to clear the Public flag on a transition when there are restrictions on who is
allowed to make the transition. Consult the solution to verify your configuration.

8.c. Create a new service request. What is the state; that is, the value of the Status field in which
the service request is created?
Open.

8.d. Click the Status drop-down. To which states can you transition from this state?
Only the Pending state.

8.e. Change the Status from Open to Pending. Why does the transition fail?
The transition fails because the Area is Null.

8.f. Set the Area to Printer, and then change the status to Pending. To which states can you
now transition from Pending?
Open, Closed, Cancelled

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Module 48: Siebel State Model

Lab 48-1 Creating a Siebel State Model (Guided)

Goals Create a state model to restrict the changes in the status of a service request

Time 15 - 20 minutes

Instructions:
In this lab you will create a state model to manage the transitions between states in a simple four
state service request model. The states are the same as those in the example in the slides for this
module but the rules and policies are slightly different. The state model you will create is
diagrammed below.

Sub-status must
be resolved

Open Pending Closed

Must have a non- Sub-status must


Permitted only by null Area not be resolved
call center manager
Cancelled

1. Start the Siebel Call Center Developer Web client and login into the sample database as
SADMIN/SADMIN

2. You will start by creating a state model and identifying the field upon which to base the state
model.
a. Navigate to Administration – Application > State Models.
b. Create a new record with
Name ABC Service Request
Business Component Service Request
Field Status

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Module 48: Siebel State Model

3. You will now specify the states to be included in the state model.
a. Click the States tab.
b. Create four state records as follows
State Name Description
Open Open
Pending Pending
Closed Closed
Cancelled Cancelled
c. Set the Default Flag to True for the Open state.
d. Verify that the Restrict Transition flag is set by default for all states.

4. You will specify the first of the six transitions for this state model. According to the
specification, this transition has a condition that the area must be set to some value, that is it
cannot be null.
a. Click the Transitions tab
b. Create a new record with
From State Open
To State Pending
Public True
Rule Field Area
Rule Operator IS NOT NULL

5. You will specify next transition for this state model. This transition is from Pending to Cancelled
and has a condition that the sub-status must not be resolved.
a. Create a new transitions record with
From State Pending
To State Cancelled
Public True
Rule Field Sub-Status
Rule Operator <>
Rule Value "Resolved"
Note that the sub-status value entered into the Rule Value field must be embedded in quotes.

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Module 48: Siebel State Model

6. Create records for the four remaining transitions that incorporate the restrictions if any.
Remember to clear the Public flag on a transition when there are restrictions on who is allowed
to make the transition. Consult the solution to verify your configuration.

7. You will next create a record to specify who is authorized to make the transition from Open to
Cancelled. For the purposes of testing in this lab you will make the Siebel Administrator position
the authorized position.
a. In the Transitions list, select the Open to Cancelled transition.
b. Scroll down to the Authorized Positions applet.
c. Create a new record with Position = Siebel Administrator.
i. Click New.
ii. Select the position record with Position = Siebel Administrator and Division = Siebel
Administrator.
iii. Click OK.

8. You are now ready to test the state model.


a. Log out of Siebel Call Center.
b. Start the Siebel Call Center Developer Web client and login into the sample database as
CCHENG/CCHENG in order to test the behavior using a position other than Siebel
Administrator.
c. Navigate to Service > My Service Requests.
d. Create a new service request. What is the state, that is the value of the Status field, in which
the service request is created?

e. Click the Status drop-down. To which states can you transition from this state?

f. Change the Status from Open to Pending. Why does the transition fail?

g. Set the Area to Printer, and then change the status to Pending. To which states can you now
transition from Pending?

9. Verify that you can progress from Pending to Closed only if the Sub-Status is set to Resolved.

10. Once you do reach Closed, transition back to Open as this transition is always allowed.

11. Similarly verify that you cannot progress from Pending to Cancelled if the Sub-Status is
Resolved.

12. You will reconnect in the Siebel Administrator position and verify that you can cancel an open
Service request.
a. Select File > Connect.
b. Log in as SADMIN/SADMIN to the Sample.

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Module 48: Siebel State Model

c. Navigate to Service > My Service Requests.


d. Create a new service request.
e. Verify that you can now proceed from Open to either Pending or Canceled

13. Log out of Siebel Call Center.

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Module 48: Siebel State Model

Solutions 48-1 Creating a Siebel State Model (Guided)

Answers
5. Create records for the five remaining transitions that incorporate the restrictions if any.
Remember to clear the Public flag on a transition when there are restrictions on who is
allowed to make the transition. Consult the solution to verify your configuration.

8.d. Create a new service request. What is the state, that is the value of the Status field, in which
the service request is created?
Open.

8.e. Click the Status drop-down. To which states can you transition from this state?
Only the Pending state.

8.f. Change the Status from Open to Pending. Why does the transition fail?
The transition fails because the Area is Null.

8.g. Set the Area to Printer, and then change the status to Pending. To which states can you
now transition from Pending?
Open, Closed, Cancelled

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Module 48: Siebel State Model

248 Siebel 8.0 Essentials


Module 50: Creating Data Maps

Lab 50-1 Data Mapping: Solutions (Unguided)

Goals To map external data to Siebel EIM tables for import into Siebel base tables.

Time 30 - 40 minutes

Instructions:
You have been given a file of legacy solutions data that you have to import into the Siebel database.
Solutions are answers to common customer issues, typically in the form of frequently asked
questions (FAQs). You need to construct a data mapping table that identifies how the external source
data maps to the EIM table, and how the EIM table maps to the base table.

1. Examine the legacy solutions data.


a. Navigate to D:\Labs\Essentials and open solution.txt.
b. Examine the records in this file. A vertical line (|) is used as a delimiter between attributes.
solution.txt contains seven records with the following five attributes:
Name | FAQ | Answer | Solution Type | Status
Two additional attributes will be added later: flags that specify whether the solution will be
published internally and/or externally.

2. You will be mapping this solution data to the Siebel database, with interface tables acting as an
intermediate staging area. First, you will start with the Siebel user interface (UI), where you will
map the solution attributes you inspected earlier to list columns and controls in the Siebel
application. You will trace these to database columns. As the final step in your mapping, you
will determine the appropriate EIM (interface) table and columns to use for the data transfer.

You have already explored the Siebel application and have an idea which view might hold the
solutions data. Determine which list columns and controls will hold each attribute.
a. If necessary, start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Navigate to Administration - Solution > Solutions. Which business component is used in the
applets?

c. What is the name of the form applet?

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Module 50: Creating Data Maps

d. Which controls in the form applet look like candidates to hold the source data for the
following?
Attribute Control
Name
FAQ
Answer
Solution Type
Status
Publish flag internal
Publish flag external

3. Use Siebel Tools to map the controls you selected to the underlying business component fields
and database columns.
a. If necessary, start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample
database.
b. Navigate to the applet you found above and view the applet Web template in 1: Edit mode
using the Web Layout editor. Note that you will be examining this applet in read-only mode.
c. In the Layout window, select the Name text box. Which field does Name map to?

d. Repeat this process to identify the fields for the other six source attributes and complete this
table:
Attribute Control Field
Name Name Name
FAQ FAQ
Answer Description
Solution Type Type
Status Status
Publish flag internal Publish Internal
Publish flag external Publish External
e. Navigate to the business component you found above. What is this business component’s
base table?

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Module 50: Creating Data Maps

f. Use the View Details tool, locate each field you identified, and determine the base table
column it maps to. Fill in the target columns in this table:
Attribute Control Field Column
Name Name Name
FAQ FAQ FAQ
Answer Description Solution
Solution Type Type Solution Type
Status Status Status
Publish flag internal Publish Internal Publish Internal
Publish flag external Publish External Publish External

4. Use the table below (and/or the copy at the end of this exercise) to document legacy data to EIM
table/column to base table/column mappings. At the completion of this lab, you will have filled
in all the missing values in this table.
Attribute EIM Table EIM Column Base Table Base Column Default

Name NAME S_RESITEM NAME

FAQ S_RESITEM FAQ_QUES_TEXT

Answer S_RESITEM RESOLUTION_


TEXT

Solution Type S_RESITEM TYPE_CD

Status S_RESITEM STATUS_CD

Publish flag
S_RESITEM INTR_PUBLISH_
internal FLG
Publish flag
S_RESITEM PUBLISH_FLG
external

None S_RESITEM SOLUTION_ITEM_


FLG
Row ID for
BU_ID
None ORG_BU S_RESITEM Default
Organization

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Module 50: Creating Data Maps

5. Use Siebel Tools to determine if there are additional required non-system columns for the base
table. Record these required columns in the previous table. These user data columns in the base
table must contain values, which you must provide in your mapping.

6. Examine the Default property for each of these columns and add these values to the mapping
table in the far right column.

7. Find candidate EIM tables.


a. In Siebel Tools, confirm that the EIM Interface Table object appears in the Object Explorer,
along with its child object types. If necessary, display these object types.
b. In the OE, select the Flat tab, then select the EIM Table Mapping object.
c. Execute a query where:
Parent EIM Interface Table = EIM*
Destination Table = S_RESITEM
d. Which parent EIM table is a candidate for your mapping?

e. Why did you search for Destination Table = S_RESITEM?

8. Generate the EIM Interface Tables report. You will use this report to determine which EIM
columns you need to populate the target base table columns.
a. Return to the Types tab in the OE and select EIM Interface Table :: EIM_SOLUTION.
b. Select Reports > EIM Interfaces Tables.
Note: You may get an error dialog titled axdesk. This is a known issue with Tools. To
proceed:
i. Click No.
ii. Click OK in the siebdev dialog box.
iii. Again, click OK in the siebdev dialog box.
iv. Close the Siebel Report Viewer Window.
v. Select Reports > EIM Interface Tables again. This time you should see the report for
EIM_SOLUTION.
c. Locate S_RESITEM in the Destination Table column of the report.
d. Fill in the EIM table and source column values in your mapping, using the values in the
report.

9. Verify your mappings against the solution, either at the end of this lab or in
D:\Labs\Essentials\solution_mapping_end.html.

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Module 50: Creating Data Maps

Solutions 50-1 Data Mapping: Solutions (Unguided)

Answers
2.b. Navigate to Administration - Solution > Solutions. Which business component is used in
the applets?
Solution Admin

2.c. What is the name of the form applet?


Solution Form Applet w/Publish Internal w/NB

2.d. Which controls in the form applet look like candidates to hold the source data for the
following?
Attribute Control
Name Name
FAQ FAQ
Answer Description
Solution Type Type
Status Status
Publish flag internal Publish Internal
Publish flag external Publish External

3.c. In the Layout window, select the Name text box. Which field does Name map to?
Name

3.d. Repeat this process to identify the fields for the other six source attributes and complete
this table:
Attribute Control Field
Name Name Name
FAQ FAQ FAQ
Answer Description Solution
Solution Type Type Solution Type
Status Status Status
Publish flag internal Publish Internal Publish Internal
Publish flag external Publish External Publish External

3.e. Navigate to the business component you found above. What is this business component’s
base table?
S_RESITEM

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Module 50: Creating Data Maps

3.f. Use the View Details tool, locate each field you identified, and determine the base table
column it maps to. Fill in the target columns in this table:
Attribute Control Field Column
Name Name Name NAME
FAQ FAQ FAQ FAQ_QUES_TEXT
Answer Description Solution RESOLUTION_TEXT
Solution Type Type Solution Type TYPE_CD
Status Status Status STATUS_CD
Publish flag internal Publish Internal Publish Internal INTR_PUBLISH_FLG
Publish flag external Publish External Publish External PUBLISH_FLG

7.d. Which parent EIM table is a candidate for your mapping?


EIM_SOLUTION

7.e. Why did you search for Destination Table = S_RESITEM?


S_RESITEM is the target base table you wish to populate.

Completed Solutions Mapping

Source EIM Table EIM Column Base Table Base Column Default
Attribute

Name EIM_SOLUTION NAME S_RESITEM NAME

FAQ EIM_SOLUTION FAQ_QUES_TEXT S_RESITEM FAQ_QUES_TEXT

Answer EIM_SOLUTION RESOLUTION_TEXT S_RESITEM RESOLUTION_TEXT

Solution EIM_SOLUTION SOLN_TYPE_CD S_RESITEM TYPE_CD


Type

Status EIM_SOLUTION STATUS_CD S_RESITEM STATUS_CD

Publish EIM_SOLUTION INTR_PUBLISH_FLG S_RESITEM INTR_PUBLISH_FLG


Internal
Flag

Publish EIM_SOLUTION PUBLISH_FLG S_RESITEM PUBLISH_FLG


External
Flag

none EIM_SOLUTION SOLUTION_ITEM_FLG S_RESITEM SOLUTION_ITEM_FLG N

none EIM_SOLUTION ORG_BU S_RESITEM BU_ID Row ID for


Default
Organization

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Module 50: Creating Data Maps

Lab 50-1 Data Mapping: Solutions (Guided)

Goals To map external data to Siebel EIM tables for import into Siebel base tables.

Time 30 – 40 minutes

Instructions:
You have been given a file of legacy solutions data that you have to import into the Siebel database.
Solutions are answers to common customer issues, typically in the form of frequently asked
questions (FAQs). You need to construct a data mapping table that identifies how the external source
data maps to the EIM table, and how the EIM table maps to the base table.

1. You will start by examining the legacy solutions data.


a. Navigate to D:\Labs\Essentials and open solution.txt.
b. Examine the records in this file. A vertical line (|) is used as a delimiter between attributes.
solution.txt contains seven records with the following five attributes:
Name | FAQ | Answer | Solution Type | Status
Two additional attributes will be added later: flags that specify whether the solution will be
published internally and/or externally.
c. Close solution.txt.

2. You will be mapping this solution data to the Siebel database, with interface tables acting as an
intermediate staging area. First, you will start with the Siebel user interface (UI), where you will
map the solution attributes you inspected earlier to list columns and controls in the Siebel
application. You will trace these to database columns. As the final step in your mapping, you
will determine the appropriate EIM (interface) table and columns to use for the data transfer.

You have already explored the Siebel application and have an idea which view might hold the
solutions data. You will determine which list columns and controls will hold each attribute.
a. If necessary, start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Navigate to Administration – Solution > Solutions.
c. Select Help > About View. Which business component is used in the applets?

d. What is the name of the form applet?

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Module 50: Creating Data Maps

e. Which controls in the form applet look like candidates to hold the source data for the
following?
Attribute Control
Name
FAQ
Answer
Solution Type
Status
Publish flag internal
Publish flag external

3. You will use Siebel Tools to map the controls you selected to the underlying business component
fields and database columns.
Hint: Use the bookmark function to speed your navigation in this lab.
a. If necessary, start Siebel Tools and log in as SADMIN/SADMIN to the Sample database.
b. Select Applet :: Solution Form Applet w/Publish Internal w/NB.
c. What is the business component for this applet?

d. View the applet Web template using the Web Layout editor.
i. Right-click the applet and select Edit Web Layout.
ii. Click OK in the Read-only Object dialog
iii. Close the Palettes window.
iv. Use the Controls/Columns window to verify that the 1: Edit mode is selected. You
may have to use View > Windows > Controls to open this window. You may close
this window after verifying the mode.
e. In the Layout window, select the Name text box.
f. Which field does Name map to?
Hint: Use the Properties window.

g. Repeat this process to identify the fields for the other six source attributes and complete this
table:
Attribute Control Field
Name Name Name
FAQ FAQ
Answer Description
Solution Type Type
Status Status
Publish flag internal Publish Internal
Publish flag external Publish External

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Module 50: Creating Data Maps

h. Close the Applet Web Template.


i. Select Business Component :: Solution Admin.
j. What is this business component’s base table?

k. With Solution Admin selected, right-click and select View Details.


l. In BusComp Solution Admin, select each field you identified and determine the
S_RESITEM column it maps to. Fill in the target columns in this table:
Attribute Control Field Column
Name Name Name
FAQ FAQ FAQ
Answer Description Solution
Solution Type Type Solution Type
Status Status Status
Publish flag internal Publish Internal Publish Internal
Publish flag external Publish External Publish External

4. You will use the table below (and/or the copy at the end of this exercise) to document legacy
data to EIM table/column to base table/column mappings. At the completion of this lab, you will
have filled in all the missing values in this table.
Attribute EIM Table EIM Column Base Table Base Column Default

Name NAME S_RESITEM NAME

FAQ S_RESITEM FAQ_QUES_TEXT

Answer S_RESITEM RESOLUTION_


TEXT

Solution Type S_RESITEM TYPE_CD

Status S_RESITEM STATUS_CD

Publish flag
S_RESITEM INTR_PUBLISH_
internal FLG
Publish flag
S_RESITEM PUBLISH_FLG
external

None S_RESITEM SOLUTION_ITEM_


FLG
Row ID for
BU_ID
None ORG_BU S_RESITEM Default
Organization

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Module 50: Creating Data Maps

5. You will use Siebel Tools to determine if there are additional required columns for the base
table. Record these required columns in the previous table.
a. In Siebel Tools, select Table :: S_RESITEM | Column.
b. Query for additional required, non-system columns:
Required: TRUE (checked)
Type: <>System
These user data columns in the base table must contain values, which you will provide in
your mapping.
c. Verify that these columns are in your mapping table. In addition, examine the Default
property for each of these columns and add these values to the mapping table in the far right
column.

6. You will find candidate EIM tables.


a. In Siebel Tools, confirm that the EIM Interface Table object appears in the Object Explorer,
along with its child object types.
i. Select View > Options to display the Development Tools Options dialog box.
ii. Click the Object Explorer tab.
iii. Expand the EIM Interface Table node and check the three child check boxes.
iv. Click OK.
b. In the OE, select the Flat tab, then select the EIM Table Mapping object.
c. Execute a query where:
Parent EIM Interface Table = EIM*
Destination Table = S_RESITEM
d. Which parent EIM table is a candidate for your mapping?

e. Why did you search for Destination Table = S_RESITEM?

7. You will generate the EIM Interface Tables report. You will use this report to determine which
EIM columns you need to populate the target base table columns.
a. Click the Types tab in the OE
b. Select EIM Interface Table in the OE.
c. Query for the EIM_SOLUTION table.
d. Select Reports > EIM Interfaces Tables.
Note: You may get an error dialog titled axdesk. This is a known issue with Tools. To
proceed:
i. Click No.
ii. Click OK in the siebdev dialog box.
iii. Again, click OK in the siebdev dialog box.
iv. Close the Siebel Report Viewer Window.

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v. Select Reports > EIM Interface Tables again. This time you should see the report for
EIM_SOLUTION.
e. Locate S_RESITEM in the Destination Table column of the report.
f. Fill in the EIM table and source column values in your mapping, using the values in the
report.
Hint: Click the right arrow icon to advance to the next page of the report.
g. At this point, you would typically identify any required columns in the EIM interface table
by looking at the Required property for EIM Interface Table :: EIM_SOLUTION | EIM
Interface Table Column, but the EIM_SOLUTION table does not have any such columns.
h. Close the report.

8. Verify your mappings against the solution.


a. Navigate to D:\Labs\Essentials and open solution_mapping_end.html.
b. Compare your mappings and make sure they match. (The same completed mapping can be
found at the end of the Solutions following this lab.)
c. Close solution_mapping_end.html.

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Solutions 50-1 Data Mapping: Solutions (Guided)

Answers
2.c. Select Help > About View. Which business component is used in the applets?
Solution Admin

2.d. What is the name of the form applet?


Solution Form Applet w/Publish Internal w/NB

2.e. Which controls in the form applet look like candidates to hold the source data for the
following?
Attribute Control
Name Name
FAQ FAQ
Answer Description
Solution Type Type
Status Status
Publish flag internal Publish Internal
Publish flag external Publish External

3.c. What is the business component for this applet?


Solution Admin

3.f. Which field does Name map to?


Name

3.g. Repeat this process to identify the fields for the other six source attributes and complete
this table:
Attribute Control Field
Name Name Name
FAQ FAQ FAQ
Answer Description Solution
Solution Type Type Solution Type
Status Status Status
Publish flag internal Publish Internal Publish Internal
Publish flag external Publish External Publish External

3.j. What is this business component’s base table?


S_RESITEM

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3.l. In BusComp Solution Admin, select each field you identified and determine the
S_RESITEM column it maps to. Fill in the target columns in this table:
Attribute Control Field Column
Name Name Name NAME
FAQ FAQ FAQ FAQ_QUES_TEXT
Answer Description Solution RESOLUTION_TEXT
Solution Type Type Solution Type TYPE_CD
Status Status Status STATUS_CD
Publish flag internal Publish Internal Publish Internal INTR_PUBLISH_FLG
Publish flag external Publish External Publish External PUBLISH_FLG

6.d. Which parent EIM table is a candidate for your mapping?


EIM_SOLUTION

6.e. Why did you search for Destination Table = S_RESITEM?


S_RESITEM is the target base table you wish to populate.

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Completed Solutions Mapping

Source EIM Table EIM Column Base Table Base Column Default
Attribute

Name EIM_SOLUTION NAME S_RESITEM NAME

FAQ EIM_SOLUTION FAQ_QUES_TEXT S_RESITEM FAQ_QUES_TEXT

Answer EIM_SOLUTION RESOLUTION_TEXT S_RESITEM RESOLUTION_TEXT

Solution EIM_SOLUTION SOLN_TYPE_CD S_RESITEM TYPE_CD


Type

Status EIM_SOLUTION STATUS_CD S_RESITEM STATUS_CD

Publish EIM_SOLUTION INTR_PUBLISH_FLG S_RESITEM INTR_PUBLISH_FLG


Internal
Flag

Publish EIM_SOLUTION PUBLISH_FLG S_RESITEM PUBLISH_FLG


External
Flag

none EIM_SOLUTION SOLUTION_ITEM_FLG S_RESITEM SOLUTION_ITEM_FLG N

none EIM_SOLUTION ORG_BU S_RESITEM BU_ID Row ID for


Default
Organization

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Lab 50-2 Data Mapping: Products (Optional)

Goals To map external data to Siebel EIM tables for import into Siebel base tables.

Time 35 - 45 minutes

Instructions:
You have been given a file of legacy product data that you need to import into the Siebel database.
You need to construct a data mapping worksheet that identifies how the external source data maps to
the EIM table and to the base table.

In this lab you will do more work on your own. The instructions are less explicit, and the mapping is
slightly more complex than the solutions mapping.

1. You will examine the legacy data.


a. Navigate to D:\Labs\Essentials and open product.txt. This file contains legacy product data.
b. A vertical line (|) is used as a delimiter between attributes. It contains eight records with the
following three attributes per record:
Attribute
Product Number
Product Name
Unit
c. When you are done examining the product data, close product.txt.

2. You will map the data to Siebel base tables by working backwards from the UI and using Siebel
Tools to determine which fields and database columns are behind the applet.
a. In Siebel Call Center, find an applet that contains the data you need to import.
Hint: Navigate to the Products > Internal Product List.
b. What business component is used for the applets?

c. What is the name of the form applet?

d. In Siebel Tools, find the base table for the business component you identified. What is the
base table?

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e. Which three fields look like target fields for the source data?
Hint: Inspect the applet using the Edit Web Layout view.
Attribute Field
Product Number

Product Name

Unit

f. Which three columns in the base table map to the fields you identified in the previous step?
Hint: Inspect the business component using the details view.
Attribute Field Column
Product Number Part #

Product Name Name

Unit Unit of Measure

3. The table on the next page has been started to document your mappings. You need to complete
the table by filling in empty cells. Enter the information you have discovered so far into columns
labeled Base Table and Base Column. As you complete the next steps in this lab, fill in the
remaining empty cells.

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Source
EIM Table EIM Column Base Table Base Column Default
Attribute
Product
EIM_PROD_INT PART_NUM S_PROD_INT PART_NUM
number
EIM_PROD_INT
Unit of
EIM_PROD_INT
Measure
none EIM_PROD_INT ACTIVE_FLG S_PROD_INT ACTIVE_FLG Y
PRODAPPLYEC APPLY_EC_
none EIM_PROD_INT S_PROD_INT N
RULEFLG RULE_FLG
AUTO_ AUTO_
none EIM_PROD_INT S_PROD_INT N
UNGROUP_FLG UNGROUP_FLG

none EIM_PROD_INT PROD_BU S_PROD_INT BU_ID

none EIM_PROD_INT CMPND_FLG S_PROD_INT CMPND_FLG N


COMPENSATABLE_ COMPENSATABLE_
none EIM_PROD_INT S_PROD_INT Y
FLG FLG
CRT_AGREEMENT_ CRT_AGREEMENT_
none EIM_PROD_INT S_PROD_INT N
FLG FLG
none EIM_PROD_INT CRT_AST_REC_FLG S_PROD_INT CRT_AST_REC_FLG Y
none EIM_PROD_INT CRT_INST_FLG S_PROD_INT CRT_INST_FLG Y
none EIM_PROD_INT ENTERPRISE_FLG S_PROD_INT
none EIM_PROD_INT FEATURED_FLG S_PROD_INT
INCLSV_ELIG_
none EIM_PROD_INT S_PROD_INT
RL_FLG
PROD_
none EIM_PROD_INT S_PROD_INT
INCLALLCRSEFLG
none EIM_PROD_INT ORDERABLE_FLG S_PROD_INT
POSTN_BL_ POSTN_BL_
none EIM_PROD_INT S_PROD_INT N
PROD_FLG PROD_FLG
none EIM_PROD_INT S_PROD_INT SALES_PROD_FLG Y
none EIM_PROD_INT S_PROD_INT SALES_SRVC_FLG N
TARGET_ TARGET_
none EIM_PROD_INT S_PROD_INT N
VRSN_FLG VRSN_FLG
TAX_SUBCOMP_ TAX_SUBCOMP_
none EIM_PROD_INT S_PROD_INT N
FLG FLG
none EIM_PROD_INT VIS_ACTIVE_FLG ACTIVE_FLG Y
Default
none EIM_PROD_INT VIS_BU S_PROD_INT_BU BU_ID
Organization
VIS_ORDERABLE_
none EIM_PROD_INT S_PROD_INT_BU ORDERABLE_ FLG Y
FLG
none EIM_PROD_INT Y

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4. You will use Siebel Tools to determine the required columns for the S_PROD_INT table, and the
default value for each.
a. In Tools, Table :: S_PROD_INT | Column.
b. Execute a query where:
Required: TRUE
Type: <> System
Note: You may want to reorder the columns to see both columns easily.
c. Add the Base Table and Base Column values to your table.
d. For the required columns for which you have values, record the default value listed in Siebel
Tools on your spreadsheet in the Default column.
Hint: Remember that the BU_ID columns on the base tables must be populated with the
organization name, not the row ID.
e. Now that you have identified the base (target) table and columns, you need to find candidate
EIM tables. What are the candidate parent interface tables?
Hint: Refer to the previous lab for detailed instructions.

f. What is the best candidate EIM table and why?

5. You will generate the EIM Interface Tables report. Use this report to determine the column
mappings, that is, which EIM columns you need to load to populate your target base table
columns.
a. Fill in the EIM Table and EIM Column columns of the mapping table using information
from the EIM Interface Tables report.
b. At this point, you would identify any additional required columns for the EIM interface table
by checking the required property for columns in this table. However, the EIM_PROD_INT
table does not have any such required columns.
c. The interface table, EIM_PROD_INT, maps to two tables; S_PROD_INT and the
intersection table, S_PROD_INT_BU. The intersection table stores the organization
associated with a product and its required fields must be populated as well. Inspect the
Required columns of the intersection table, S_PROD_INT_BU. Add the required values to
the mapping spreadsheet.
Hint: Query for Required = TRUE and Type = <>System AND <> Denormalized. You do
not need to include the PROD_INT_ID column as it will be resolved by EIM.
d. Close the report.

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6. Finally, you will verify your mappings against the solution.


a. Navigate to D:\Labs\Essentials and open product_mapping_end.html.
b. Verify that your mappings match the solutions.
c. If they do not, double-check your work or ask your instructor for assistance.
Note: You will use the mappings in a later lab.

7. Close product_mapping_end.html.

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Solutions 50-2 Data Mapping: Products (Optional)

Answers:
2.b. What business component is used for the applets?
Internal Product

2.c. What is the name of the form applet?


CX Product Form Applet

2.d. In Siebel Tools, find the base table for the business component you identified. What is the
base table?
S_PROD_INT

2.e. Which three fields look like target fields for the source data?
Hint: Inspect the applet using the Edit Web Layout view.
Attribute Field
Product Number Part #
Product Name Name
Unit Unit of Measure

2.f. Which three columns in the base table map to the fields you identified in the previous step?
Hint: Inspect the business component using the details view.
Attribute Field Column
Product Number Part # PART_NUM
Product Name Name NAME
Unit Unit of Measure UOM_CD

4.e. Now that you have identified the base (target) table and columns, you need to find
candidate EIM tables. What are the candidate parent interface tables?
Hint: Refer to the previous lab for detailed instructions.
EIM_PROD_INT
EIM_PROD_INT_UK
EIM_PROD_INT1
EIM_PRDINT_DTL
EIM_PROD_INT2
EIM_COURSE
EIM_PROD_INT3

4.f. What is the best candidate EIM table and why?


EIM_PROD_INT has the most column mappings to S_PROD_INT and contains mappings
for the columns you need to import, which is verified by looking at the EIM table report.

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Completed Product Mapping


Attribute EIM Table EIM Column Base Table Base Column Default
Product
EIM_PROD_INT PART_NUM S_PROD_INT PART_NUM
number
Product
EIM_PROD_INT NAME S_PROD_INT NAME
Name
Unit of
EIM_PROD_INT UOM_CD S_PROD_INT UOM_CD
Measure
none EIM_PROD_INT ACTIVE_FLG S_PROD_INT ACTIVE_FLG Y
PRODAPPLYEC APPLY_EC_
none EIM_PROD_INT S_PROD_INT N
RULEFLG RULE_FLG
AUTO_ AUTO_
none EIM_PROD_INT S_PROD_INT N
UNGROUP_FLG UNGROUP_FLG
Default
none EIM_PROD_INT PROD_BU S_PROD_INT BU_ID
Organization
none EIM_PROD_INT CMPND_FLG S_PROD_INT CMPND_FLG N
COMPENSATABLE_ COMPENSATABLE_
none EIM_PROD_INT S_PROD_INT Y
FLG FLG
CRT_AGREEMENT_ CRT_AGREEMENT_
none EIM_PROD_INT S_PROD_INT N
FLG FLG
none EIM_PROD_INT CRT_AST_REC_FLG S_PROD_INT CRT_AST_REC_FLG Y
none EIM_PROD_INT CRT_INST_FLG S_PROD_INT CRT_INST_FLG Y
none EIM_PROD_INT ENTERPRISE_FLG S_PROD_INT ENTERPRISE_FLG N
none EIM_PROD_INT FEATURED_FLG S_PROD_INT FEATURED_FLG N
INCLSV_ELIG_ INCLSV_ELIG_
none EIM_PROD_INT S_PROD_INT N
RL_FLG RL_FLG
PROD_ INCL_ALL_
none EIM_PROD_INT S_PROD_INT N
INCLALLCRSEFLG CRSE_FLG
none EIM_PROD_INT ORDERABLE_FLG S_PROD_INT ORDERABLE_ FLG Y
POSTN_BL_ POSTN_BL_
none EIM_PROD_INT S_PROD_INT N
PROD_FLG PROD_FLG
none EIM_PROD_INT SALES_PROD_FLG S_PROD_INT SALES_PROD_FLG Y
none EIM_PROD_INT SALES_SRVC_FLG S_PROD_INT SALES_SRVC_FLG N
TARGET_ TARGET_
none EIM_PROD_INT S_PROD_INT N
VRSN_FLG VRSN_FLG
TAX_SUBCOMP_ TAX_SUBCOMP_
none EIM_PROD_INT S_PROD_INT N
FLG FLG
none EIM_PROD_INT VIS_ACTIVE_FLG S_PROD_INT_BU ACTIVE_FLG Y
Default
none EIM_PROD_INT VIS_BU S_PROD_INT_BU BU_ID
Organization
VIS_ORDERABLE_
none EIM_PROD_INT S_PROD_INT_BU ORDERABLE_ FLG Y
FLG
VIS_SALES_
none EIM_PROD_INT S_PROD_INT_BU SALES_ PROD_FLG Y
PROD_FLG

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Lab 51-1 Loading EIM Tables with Legacy Data


(Unguided)

Goals To use SQL scripts written by a database administrator to load legacy solution and
product data from files into the appropriate EIM interface tables.

Time 10 - 15 minutes

Instructions:
Due to the fact that this lab uses non-Oracle software to update the Siebel database, there is no
Unguided version of it. Please turn the page and do the Guided version.

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Lab 51-1 Loading EIM Tables with Legacy Data (Guided)

Goals To use SQL scripts written by a database administrator to load legacy solution and
product data from files into the appropriate EIM interface tables.

Time 10 - 15 minutes

Instructions:
In a prior lab, you mapped legacy solution data to the Siebel EIM and destination tables. You are
ready to populate the EIM table in preparation for running an EIM task to import the data. In
practice, this step typically involves a dedicated tool to load the legacy data to the Siebel EIM tables.

You will use SQL scripts to load the relatively simple legacy data in this and the next lab. The SQL
scripts are simple and clearly illustrate how data is loaded into the EIM interface tables.

1. You will examine the legacy data and compare the values with the mapping you did in a
previous lab.
a. Navigate to D:\Data\Essentials and open solution_import.txt.
b. Inspect the file. A vertical line (|) is used as a delimiter between attributes. Notice that the file
contains values for the three required EIM columns.
c. Refer to your solution mapping table, or open solution_mapping_end.html. Compare the
rows in this table with the columns in solution_import.txt. Which columns in
EIM_SOLUTION that you mapped are not shown in the legacy data file?

2. You will execute a SQL script to import data from solution_import.txt to the EIM_SOLUTION
table.
a. Select Start > Programs > Microsoft SQL Server 2005 > SQL Server Management Studio
Express.
b. Click Connect.
c. Select File > Open > File. Navigate to D:\Labs\Essentials and open solution.sql.
d. Click Connect.
e. Examine the SQL script.
i. Scroll down to the update statement following the comment labeled 3.b.
ii. Which EIM_SOLUTION columns are updated in this step?

iii. How were the values for these columns chosen?

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f. Click Execute from the toolbar (or type F5) to run the script. Ignore any warning messages
in the Messages tab.
g. Click the Results tab in the lower pane. Scroll down and examine the script output. You
should see the output from two select statements. The first select displays the contents of the
tempdb..mytemp table, where data is staged in preparation for movement to
siebeldb..EIM_SOLUTION. The second select outputs the columns in EIM_SOLUTION
populated by the script, including the two required non-system columns.

Contents of
mytemp table

Contents of
EIM_SOLUTION
table

Screenshot from Microsoft SQL Server Management Studio Express copyright © Microsoft Inc.
h. Compare the second select output against the legacy file solution_import.txt. Verify that the
legacy data was mapped correctly.
i. Leave Microsoft SQL Server Management Studio Express open.
j. Close solution_import.txt.

3. Next, you will load legacy product information into the EIM_INT_PROD table using another
script.
a. Navigate to D:\Labs\Essentials and open product_import.txt.
b. As with the solutions data, attributes are separated by a vertical line. Each row contains the
three mandatory EIM columns (ROW_ID, IF_ROW_BATCH_NUM, and IF_ROW_STAT)
and product attributes (Product Number, Product Name, and Unit of Measure).
c. Open product_mapping_end.html or refer to your completed mapping table. How many
additional columns must be mapped in EIM_PROD_INT?

d. Why do these columns in EIM_PROD_INT need to be populated?

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e. Which base tables will ultimately be populated from EIM_PROD_INT?

f. Close product_mapping_end.html.

4. You will execute a script to load the legacy product data into EIM_PROD_INT.
a. Return to SQL Server 2005 Management Studio.
b. Select File > Open > File and open product.sql.
c. Click Connect.
d. Examine the SQL script. It is similar to the script for loading solutions, although there are
significantly more non-system required columns. (See step 3b. in the SQL script.)
e. Execute the script.
f. Click the Results tab and examine the output. As for the solutions script, the first select
output shows the values stored in a temporary table, while the second shows all the columns
populated in EIM_PROD_INT.
g. Close product_import.txt and SQL Server 2005 Management Studio Express.

5. Log out of Siebel Tools.

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Solutions 51-1 Loading EIM Tables with Legacy Data


(Guided)

Answers
1.c. Refer to your solution mapping table, or open solution_mapping_end.html. Compare the
rows in this table with the columns in solution_import.txt. Which columns in
EIM_SOLUTION that you mapped are not shown in the legacy data file?
SOLUTION_ITEM_FLG and ORG_BU

2.e.ii. Which EIM_SOLUTION columns are updated in this step?


SOLUTION_ITEM_FLG and ORG_BU

2.e.iii. How were the values for these columns chosen?


These columns are populated with default values.

3.c. Open product_mapping_end.html or refer to your completed mapping table. How many
additional columns must be mapped in EIM_PROD_INT?
23

3.d. Why do these columns in EIM_PROD_INT need to be populated?


They are required non-system columns, which the script populates with their default
values.

3.e. What base tables will ultimately be populated from EIM_PROD_INT?


S_PROD_INT and S_PROD_INT_BU

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Lab 51-2 Running EIM to Import Solution Data


(Unguided)

Goals To run EIM jobs to load legacy solution from the EIM_SOLUTION interface table to
destination tables.

Time 30 - 35 minutes

Instructions:
You have loaded legacy solution data into EIM_SOLUTION. In this lab, you will run an EIM job to
import this data into the Siebel destination table, S_RESITEM. The steps you will take include:
• Configure system preferences for running an EIM import job
• Examine an EIM configuration file (.ifb) provided to you
• Enable the EAI component group, which includes the EIM server component
• Create and submit an EIM job
• Examine the results of this job and clean up

1. The default value for the EIM configuration file is default.ifb, located in
D:\OUsea\siebsrvr\ADMIN in your lab installation. If you do not change this parameter and run
EIM by mistake, this might produce unintended results. To prevent errors, rename default.ifb to
default_original.ifb.

2. Before your initial data loads, it is a good idea to turn off Siebel Remote’s transaction logging.
This function normally tracks database changes and allows data to be synchronized in the future
with remote clients. However, this capability comes with a performance cost, which will slow
down data loads. Best practice is to disable transaction logging for sizeable initial data loads, re-
enable transaction logging, and then perform a new database extract for clients.
a. Start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Navigate to the Remote System Preferences view and turn off transaction logging.

3. Examine the EIM configuration file and move it to the proper location. Another team member
built a configuration (.ifb) file to be used to run the EIM task to import solution data. She copied
the default_original.ifb file, renamed it, and edited it.
a. Use Notepad to open D:\Labs\Essentials\solution.ifb.
b. Why is the BATCH = 100?

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c. Why is the TABLE = EIM_SOLUTION?

d. Copy solution.ifb to D:\OUsea\siebsrvr\ADMIN.

4. Verify that the Enterprise Application Integration component group is enabled on the Siebel
server. If it is not, enable it and restart the server.

5. Inspect what data is already in the tables before you invoke EIM.
a. If necessary, start SQL Server Management Studio Express by selecting Start > Programs >
Microsoft SQL Server 2005 > SQL Server Management Studio Express.
b. Click Connect.
c. Click New Query on the toolbar.
d. In the main pane, enter:
select NAME from siebeldb..S_RESITEM
In this statement, the column, database, and table names are case-sensitive.
e. Click Execute to run the query.
f. Were any names returned?

g. Leave Management Studio open.

6. Create and submit an EIM job based on the Enterprise Integration Mgr component to populate
the base table from the interface table using the .ifb file. Use the following job parameters:
Name Configuration file
Value solution.ifb

7. Check to see if the import was successful.


a. Return to SQL Server Management Studio Express.
b. Query the IF_ROW_STAT column in the interface table EIM_SOLUTION.
i. Click New Query.
ii. In the new query pane, enter the following:
select NAME, IF_ROW_STAT from siebeldb..EIM_SOLUTION
iii. Execute the query.
iv. The IF_ROW_STAT value for each row should be set to ‘IMPORTED’.
c. Return to the pane containing your previous query on S_RESITEM and execute your query
again.
d. Modify the query to include other imported legacy data: FAQ_QUES_TEXT,
RESOLUTION_TEXT, TYPE_CD, and STATUS_CD. Ensure that the rows from the

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solution.txt input file are reflected in the base table.

Screenshot from Microsoft SQL Server Management Studio Express copyright © Microsoft Inc.
e. Use Siebel Call Center to verify the data. Navigate to Solutions > Solution List and compare
the solution records with the legacy data.

8. If the EIM import was successful, delete the rows from the interface table.
a. Create a new query and run the following SQL statement to clear out the interface table:
truncate table siebeldb..EIM_SOLUTION
b. Why should you clear the interface table?

c. Why is it not recommended to run a drop table?

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Solutions 51-2 Running EIM to Import Solution Data


(Unguided)

Answers
3.b. Why is the BATCH = 100?
To match the batch number set for the solution data loaded into EIM_SOLUTION

3.c. Why is the TABLE = EIM_SOLUTION?


This table contains the solution data you loaded earlier and is mapped to the base table for
Solution, S_RESITEM.

5.f. Were any names returned?


Yes. Several records were already in the server database: ABC Copier (twice), ABC Fax,
and How to Contact Us.

8.b. Why should you clear the interface table?


Once you have imported the data there is no need to keep it in the interface table, as the
application does not refer to these tables.

8.c. Why is it not recommended to run a drop table?


Dropping tables is not a supported practice, because this alters the database schema and
can cause trouble in a future upgrade.

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Lab 51-2 Running EIM to Import Solution Data (Guided)

Goals To run EIM jobs to load legacy solution from the EIM_SOLUTION interface table to
destination tables.

Time 30 - 35 minutes

Instructions:
You have loaded legacy solution data into EIM_SOLUTION. In this lab, you will run an EIM job to
import this data into the Siebel destination table, S_RESITEM. The steps you will take include:
• Configure system preferences for running an EIM import job
• Examine an EIM configuration file (.ifb) provided to you
• Enable the EAI component group, which includes the EIM server component
• Create and submit an EIM job
• Examine the results of this job and clean up

1. The default value for the EIM configuration file is default.ifb. If you do not change this
parameter and run EIM by mistake, this might produce unintended results. To prevent errors, you
will rename default.ifb to default_original.ifb.
a. Navigate to D:\OUsea\siebsrvr\ADMIN. Right-click default.ifb and select Rename.
b. Rename the file to default_original.ifb.

2. Before your initial data loads, it is a good idea to turn off Siebel Remote’s transaction logging.
This function normally tracks database changes and allows data to be synchronized in the future
with remote clients. However, this capability comes with a performance cost, which will slow
down data loads. Best practice is to disable transaction logging for sizeable initial data loads, re-
enable transaction logging, and then perform a new database extract for clients.
a. Start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Navigate to Administration – Siebel Remote > Remote System Preferences.
c. Verify or set the following value:
Enable Transaction Logging Unchecked
d. Click Save.

3. You will examine the EIM configuration file and move it to the proper location. Another team
member built a configuration (.ifb) file to be used to run the EIM task to import solution data.
She copied the default_original.ifb file, renamed it, and edited it.
a. Open D:\Labs\Essentials\solution.ifb with Notepad.

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b. Why is the BATCH = 100?

c. Why is the TABLE = EIM_SOLUTION?

d. Close solution.ifb.
e. Copy solution.ifb to D:\OUsea\siebsrvr\ADMIN.

4. You will verify that the Enterprise Application Integration component group is enabled on the
Siebel server.
a. Navigate to Administration – Server Configuration > Enterprises > Component Groups.
b. In the Component Group applet, query for Alias EAI. This query will return the Enterprise
Application Integration component group, to which the EIM component belongs.
c. Verify that the EAI component group is assigned to and enabled on the Siebel server OUsrvr.
i. Examine the Component Group Assignments grandchild applet and verify that the
Assigned checkbox is checked.
ii. If necessary, click the Enable button to enable the component group for server
OUsrvr.
iii. Click the Synchronize view tab.
iv. Query for the Enterprise Integration Mgr component. This is one of the
components from the Siebel Remote component group.
v. If this component is not found, click the Synchronize button. Synchronization will
take 1-2 minutes
d. If you changed the Siebel server configuration at all, you will need to restart the server.
i. Log out of the Siebel client.
ii. Shut down and restart the Siebel Server service.
iii. After the Siebel server starts up, which may take a few minutes, start the Siebel Call
Center Web client and log in as SADMIN/SADMIN.

5. You will inspect what data is already in the tables before you invoke EIM.
a. If necessary, start SQL Server Management Studio Express by selecting Start > Programs >
Microsoft SQL Server 2005 > SQL Server Management Studio Express.
b. Click Connect.
c. Click New Query on the toolbar.
d. In the main pane, type:
select NAME from siebeldb..S_RESITEM
In this statement, the column, database, and table names are case-sensitive.
e. Select Execute (F5) to run the query.

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f. Were any names returned?

g. Leave Management Studio open.

6. You will create an EIM job to populate the base table from the interface table using the .ifb file.
a. In Call Center, select Administration - Server Management > Jobs.
b. In the Jobs list applet, click New and create a new request with the following value:
Component/Job Enterprise Integration Mgr
c. In the Job Parameters list applet (bottom), click New and set the following parameter:
Name Configuration file
Value solution.ifb
Note: The default location for the configuration file is the Siebel Server ADMIN directory, or
D:\OUsea\siebsrvr\ADMIN for the classroom environment.
d. In the Jobs list applet (top), click Submit Job.
e. Monitor the task by refreshing the Jobs applet by periodically executing an empty query.
Monitor the EIM job until it completes.

7. Next you will check to see if the import was successful.


a. Return to SQL Server Management Studio Express.
b. Query the IF_ROW_STAT column in the interface table EIM_SOLUTION.
i. Click New Query.
ii. In the new query pane, enter the following:
select NAME, IF_ROW_STAT from siebeldb..EIM_SOLUTION
iii. Execute the query.
iv. The IF_ROW_STAT value for each row should be set to ‘IMPORTED’.
c. Return to the pane containing your previous query on S_RESITEM and execute your query
again.
d. Modify the query to include other imported legacy data: FAQ_QUES_TEXT,
RESOLUTION_TEXT, TYPE_CD, and STATUS_CD. Ensure that the rows from the
solution.txt input file are reflected in the base table.

Screenshot from Microsoft SQL Server Management Studio Express copyright © Microsoft Inc.
e. Use Siebel Call Center to verify the data. Navigate to Solutions > Solution List and compare
the solution records with the legacy data.

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8. If the EIM import was successful, you will delete the rows from the interface table.
a. Create a new query and run the following SQL statement to clear out the interface table:
truncate table siebeldb..EIM_SOLUTION
b. Why should you clear the interface table?

c. Why is it not recommended to run a drop table?

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Solutions 51-2 Running EIM to Import Solution Data


(Guided)

Answers
3.b. Why is the BATCH = 100?
To match the batch number set for the solution data loaded into EIM_SOLUTION

3.c. Why is the TABLE = EIM_SOLUTION?


This table contains the solution data you loaded earlier and is mapped to the base table for
Solution, S_RESITEM.

5.f. Were any names returned?


Yes. Several records were already in the server database: ABC Copier (twice), ABC Fax,
and How to Contact Us.

8.b. Why should you clear the interface table?


Once you have imported the data there is no need to keep it in the interface table, as the
application does not refer to these tables.

8.c. Why is it not recommended to run a drop table?


Dropping tables is not a supported practice, because this alters the database schema and
can cause trouble in a future upgrade.

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Lab 51-3 Running EIM to Load Product Data (Optional)

Goals To inspect the use of various .ifb parameters.

Time 15 - 20 minutes

Instructions:
You have already populated the EIM_PROD_INT table with legacy product data, and now are ready
to import the data into the Siebel base tables, as you did with solutions data. In the course of this
import, you will spend more time examining the EIM configuration file (.ifb) and EIM logging
options.

1. Another team member built a configuration (.ifb) file to be used to run the EIM task.
a. Navigate to D:\Labs\Essentials and open product.ifb to inspect it.
b. Notice that the password is not in the file. How will you specify the password for the
SADMIN user?

c. When would you use the SHELL parameter?

d. What purpose does the FILTER QUERY serve?

e. Notice this entry: FIXED COLUMN = UOM_CD, “Each”. If a row has a value in the
UOM_CD column of EIM_PROD_INT, will the value be used?

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2. Inspect the data mapping table that you created earlier and the data file (product_import.txt).

3. Create and submit an EIM job to populate the base tables from the interface table using
product.ifb. Set the following parameters in the grandchild Job Parameters applet:
Name Value
Password SADMIN
Configuration file D:\Labs\Essentials\product.ifb
Trace Flags 1
Error Flags 1
SQL Trace Flags 8
Note: When a full directory path to the configuration file is provided, then the job will use this
path, rather than the default directory, which is the Siebel Server ADMIN directory. Also, setting
the error and trace flags will provide detailed logs that can assist debugging the EIM job.

4. Next, you will inspect the results.


a. Select Tasks and execute a query where Component = Enterprise Integration Mgr.
b. Select the most recent task, and click the Log tab to view the log. Notice the output that was
produced by setting additional flags. EIM imports data on a best-effort basis, loading any
records it can and ignoring records that have failed. Even though errors occurred due to
foreign key values missing in the interface table, the required product data was still imported.

5. You will query the interface table and base table.


a. Query the IF_ROW_STAT column in the interface table EIM_PROD_INT in SQL Server
2005 Management Studio Express:
select NAME, IF_ROW_STAT from siebeldb..EIM_PROD_INT
If the import was successful, the IF_ROW_STAT value for each row will be set to
‘IMPORTED’.
b. Query the NAME column in the base table S_PROD_INT:
select NAME from siebeldb..S_PROD_INT
c. Make sure the products from the product_import.txt file are reflected in the base table. You
will see several products listed that were present in the server database prior to the EIM
import.

6. You will inspect the records in the application.


a. Navigate to Administration - Product > Products.
b. Execute a query for this value to separate the newly imported products from the pre-existing
ones. The recently imported products all have the Unit of Measure field set to Each.

7. If the import was successful, delete the rows from the interface table by running the following
statement in SQL Server Management Studio Express:
truncate table siebeldb..EIM_PROD_INT

8. Close SQL Server Management Studio Express, not saving any files. Close product.ifb. Log out
of Siebel Call Center and close the browser.

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Solutions 51-3 Running EIM to Load Product Data


(Optional)

Answers:
1.b. Notice that the password is not in the file. How will you specify the password for the
SADMIN user?
You will set it as a job parameter when invoking the EIM job.

1.c. When would you use the SHELL parameter?


When you want to run multiple sections via a single .ifb file -- this saves time by loading the
dictionary information once for all the sections/tables.

1.d. What purpose does the FILTER QUERY serve?


Only rows on the EIM_PROD_INT table meeting the criteria specified will be processed in
the EIM run. In this case, it is all rows, because all rows meet the criteria.

1.e. If a row has a value in the UOM_CD column of EIM_PROD_INT, will the value be used?
No. Fixed column overrides any data specified in the column. In this case, the unit of
measure will be changed for all products that are either null or have a different value.

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Lab 53-1 Exporting and Packaging Application Changes


(Unguided)

Goals To export different application changes using Siebel Tools and the Siebel Web client
To build an ADM package for subsequent deployment

Time 20 - 30 minutes

Instructions:
Due to the nature of this lab, there is no Unguided version of it. Please turn the page and do the
Guided version.

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Lab 53-1 Exporting and Packaging Application Changes


(Guided)

Goals To export different application changes using Siebel Tools and the Siebel Web client
To build an ADM package for subsequent deployment

Time 20 - 30 minutes

Instructions:
You have been given two application customizations from a development Siebel enterprise, an
image file and an exported workflow. Your task is to create an ADM package containing these
modifications, together with predefined queries (PDQs) from the development system. In the next
lab you will deploy this package to a target enterprise.

In the classroom lab environment, you will simulate the development enterprise using the sample
database, and the target system that you deploy to will be your server database. The following
diagram illustrates your tasks for this and the next lab:

Image File +
Exported ADM Package
Workflow Server DB
Sample DB
(provided)

All ABC
Predefined
Queries Package Deploy
Export

The last task shown, deployment, will be done in the next lab.

1. Start the Siebel Call Center Developer Web Client and log in as SADMIN/SADMIN connecting
to the Sample database.

2. You will export predefined queries (PDQs) in the Sample database using the Siebel client ADM
screen.
a. Navigate to Administration - Application > Predefined Queries.
b. To keep the deployment time shorter, you will only export a subset of the PDQs. To do this,
you will create a filter, which is a predefined query that will extract the records you wish to
export.
i. Query for predefined queries with Name ABC*.

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ii. How many records are returned by this query? _________________________


iii. From the application menu, select Query > Save Query As.
iv. Enter Query Name ABC Queries.
v. Click OK. You have now created a PDQ that acts on PDQs. This will be your filter
when you create an ADM project.
c. Before you can deploy an ADM session, you need to create a deployment project specifying
the data you wish to export. You will now create such a project.
i. Navigate to Application Deployment Manager > Deployment Projects.
ii. Create a new deployment project with the following parameters:
Name ABC PDQs
Description All ABC PDQs
Active Flag checked
Export to File checked
iii. In the child applet, specify the data type for this project. You will also specify a
deployment filter that only selects PDQs named ABC*. You will do this by specifying
the query you defined earlier as the deployment filter. Set the following parameters:
Data Type Name PDQ
Active Flag checked
Deployment Mode Synchronize
Deployment Filter ABC Queries
d. Select ABC PDQs in the top applet.
e. Click Enable. The status of the project should change to Enabled, which indicates the project
can be deployed as part of a deployment session.
f. Next you will create an ADM deployment session for this project, and deploy the predefined
queries to a file.
i. Use Windows Explorer to create the D:\export directory. This directory will contain
your exported data.
ii. Click the Deployment Sessions link.
iii. Create a new deployment session with the following parameter:
Project ABC PDQs
iv. Click Deploy. (If this button is grayed out, click Refresh and you should be able to
deploy.)
v. When prompted for a export path, enter:
Network D:\export
vi. Click Export.
vii. Navigate to D:\export and verify that this directory contains three files similar to those
shown here:

g. Log out of Siebel Call Center.

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3. Next, you will import the provided workflow into Siebel Tools (sample database) and publish it.
This last step will allow you to export the workflow definition as part of a Hot-Fix, which you
will subsequently add to your package.
a. Start Siebel Tools and log in as SADMIN/SADMIN connecting to the Sample database.
b. First, you will lock the Workflow Process project. As a shortcut, you will simply lock this
project, rather than checking it out.
i. Select Project :: Workflow Process.
ii. Check the Locked property. Your user ID, SADMIN, should appear in the Locked By
Name property.
c. Select Workflow Process in the Object Explorer (Object Explorer).
d. Right-click in the Object List Editor (OBLE) and select Import Workflow Process.
e. Select D:\Labs\Essentials\ABC Test Workflow.xml and click Open.
f. Select Workflow Process from the project drop-down list and click OK.
g. Query for ABC Test Workflow in the OBLE.
h. From the WF/Task Editor Toolbar click Publish. The workflow’s status should change to
Completed.

4. You will now create a Hot-Fix containing the imported workflow object definition. A Hot-Fix is
preferable to a Mid-Level Release when the export contains a small number of customizations.
a. Right-click on the ABC Test Workflow record in the OBLE and select Add to Hot-Fix.
b. In the Generate Hot-Fix dialog, enter:
Hot-Fix Label ABC_HotFix_01
c. What directory is the Hot-Fix written to?

d. Click Export. Click OK after the hot fix has been successfully created.
e. Navigate to D:\OUsea\tools\ADM\ABC_HotFix_01. You should see files similar to those
shown here:

f. Exit Siebel Tools.

5. Now you will create an empty ADM package to populate with the application customizations.
a. Open a command shell. (Select Start > Run and enter cmd.)
b. Change directories to D:\OUsea\mgmtsrvr.
c. Enter the command:

D:\OUsea\mgmtsrvr>admpkgr init D:\export\ABC_Package

This creates an empty package in the path given.


d. Leave the command shell open.

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6. Before you generate the package and its manifest, you will populate the package directory
structure with the PDQ export, the hot-fix, and the image file you wish to deploy.
a. Explore the D:\export\ABC_Package directory tree.
b. Into which package sub-directory should you put the predefined queries files?

c. Into which package sub-directory should you put the hot-fix you generated?

d. You have been given an updated image file, D:\Labs\Essentials\globe77_d.gif. Image files
in your Siebel installation are found in …\siebsrvr\webmaster\images\ENU. You will create
an analogous path in the package directory
i. In the ABC package directory, navigate to …file\AppServer\webmaster.
ii. Create a sub-directory named images.
iii. Open this new directory and create an ENU directory in it.
iv. Copy D:\Labs\Essentials\globe77_d.gif to the
D:\export\ABC_Package\file\AppServer\webmaster\images\ENU directory.
e. You will move the predefined queries files.
i. In Windows Explorer, navigate to D:\export.
ii. Select two files you generated during export of the PDQs, *_PDQ.xml and
*_PDQ_des.xml, right-click, and select Copy. It is not necessary to copy the .ini file.
iii. Paste these files into D:\export\ABC_Package\database.
f. Next, you will move the hot-fix to the ABC_Package tree.
i. In Windows Explorer, navigate to D:\OUsea\Tools\ADM\ABC_HotFix_01.
ii. Select the two files you created during the export from Siebel Tools,
ABC_HotFix_01.sif and ABC_HotFix_01_des.xml, right-click, and select Copy. It is
not necessary to copy the log file.
iii. Paste these files into D:\export\ABC_Package\repository.
g. You will complete your population of the package directory structure by deleting empty
package directories. This will speed up packaging and deployment of this package, as well as
avoiding warning messages during deployment.
i. From the package directory, delete (including sub-directories):
…\file\ReportServer
…\file\AppServer\objects
…\file\AppServer\reports
…\file\AppServer\webtempl
ii. The final package directory structure should be:

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7. Finally, you will generate and ADM package.


a. At the command shell, enter:

D:\OUsea\mgmtsrvr>admpkgr generate D:\export\ABC_Package

This command creates the package descriptor file, which is a manifest of the customizations
in the package.
b. Open D:\export\ABC_Package\descriptor.xml with Notepad++. Verify that this package
descriptor lists all three customizations (predefined queries, workflow process, and image
file) that you put in the package directory structure.
c. Close Notepad++.

8. Your package is almost ready for deployment. The last step is to move it to the default package
directory, which you will do here. Copy the D:\export\ABC_Package directory and its contents
to D:\OUsea\mgmtsrvr\adm\packages. This latter directory is where the ADM command-line
interface (ADM CLI) expects to find packages to deploy.

9. Leave the command shell open for the next lab.

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Solutions 53-1 Exporting and Packaging Application


Changes (Guided)

Answers
2.b.ii. How many records are returned by this query?
One – ABC Unavailable Offline

4.c. What directory will contain the Hot-Fix?


…\tools\ADM\

6.b. Into which package sub-directory should you put the predefined queries files?
...\database

6.c. Into which package sub-directory should you put the hot-fix you generated?
…\repository

6.d. Into which package sub-directory should you put this file?
…\file\AppServer\webmaster\images\ENU

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Lab 53-2 Configuring ADM (Unguided)

Goals To configure ADM for package deployment

Time 10 - 15 minutes

Instructions:
Due to the nature of this lab, there is no Unguided version of it. Please turn the page and do the
Guided version.

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Lab 53-2 Configuring ADM (Guided)

Goals To configure ADM for package deployment

Time 10 - 15 minutes

Instructions:
In this lab you will configure ADM for deployment. You start with a target enterprise – the Siebel
enterprise you have been using in labs – with the Siebel Management Server and Agent installed and
correctly configured. You will perform ADM-specific configuration steps.

ADM configuration requires several steps. The following presents a summary of these steps and the
corresponding lab steps that you will perform:

• Enable the ADM component group on the target enterprise, as well as other component
groups required by the package that you will create and deploy

• Configure target enterprise server parameters and profiles

• Activate ADM-related workflow processes on the target enterprise

• Restart the Siebel Server and start the Siebel Management Server and Agent

• Edit the ADM Enterprise Profile file to reflect target Siebel Server configuration, agent
settings, and deployment options

1. You will enable the ADM component group on your Siebel server, as well as other groups
needed for the package you will deploy in an upcoming lab. The package you will build and
deploy contains a workflow process, so you will need to enable the Workflow Management
component group. ADM deployment will use the Enterprise Application Integration (EAI)
component group, so you will also have to verify that it is enabled.
a. Start the Siebel Call Center Web client and log in as SADMIN/SADMIN.
b. Navigate to Administration – Server Configuration > Enterprises > Component Groups.
c. In the list of component groups, query for Application Deployment Manager.
d. In the Component Group Assignments grandchild applet, click Enable.
e. Enable the Workflow Management and Enterprise Application Integration (EAI) component
groups as well, if necessary. Repeat steps c and d to enable these two groups.
f. If you have made any changes, synchronize the components.

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2. Now you will configure the ADM and Call Center application object managers to support UI file
customizations. For both of these server components, you will set the EnableADMSupport
parameter to True. This parameter, when set, allows the Siebel Web server to be restarted after
deployment and activation of Web files or templates.
a. Navigate to Administration – Server Configuration > Enterprises > Component Definitions.
b. Select Application Deployment Manager Object Manager (ENU) in the Component
Definitions list.
c. In the Component Parameters grandchild applet, query for parameter EnableADMSupport.
d. Change its value to True. Note in the adjoining form applet that this parameter change will
be effective at component restart.
e. Select the Call Center Object Manager (ENU) component and repeat the previous steps.

3. You will also configure server parameters for the Siebel Management Agent. The agent is Java-
based, and uses a parameter, JVM Classpath, that must be properly configured. This path will be
set to include four Java archive (jar) files that have been copied from D:\OUsea\mgmtagent\lib to
D:\JAR.
a. Click the Profile Configuration tab.
b. Query for Profile ADMJavaSubsys.
c. In the Profile Parameters grandchild applet, select the parameter JVM Classpath.
d. You will set the value of this parameter using the contents of a text file provided to you.
i. Open D:\Labs\Essentials\classpath.txt with Notepad++.
ii. Copy the contents of this file (a single text line) to the Clipboard.
iii. Paste this string into the Value field in the Profile Parameters applet for the JVM
Classpath parameter.
iv. Close classpath.txt.
e. Set the JVM DLL Name parameter with the help Windows Explorer. The DLL is:
D:\Program Files\Java\jre1.5.<version>\bin\client\jvm.dll, where version is the particular
version of the Java Runtime Environment on your classroom machine. Example:
jre1.5.0_08.
Hint: Copy and paste the directory string from the Windows Explorer Address bar into the
parameter’s Value field.
f. Click the Parameters tab.
g. Query for the parameter JVM Subsystem Name.
h. Set the Value field for this parameter to ADM Java Systems.

4. You now will activate the ADM and related workflow processes. These Siebel-provided
workflows provide target environment support for the Siebel Management agent and are used
during deployment of ADM packages. While they are resident in the Siebel repository, they need
to be manually activated.
a. Navigate to Administration – Business Process > Workflow Deployment.
b. Select the ADM Deployment workflow in the top applet.
c. Click Activate. This workflow will appear in the child Active Workflow Processes applet.
d. Activate workflow ADM Restore.

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e. You will also activate all UDA workflows. These workflow processes also provide target-
side support for ADM deployments.
i. In the Repository Workflow Processes applet, query for Name UDA*.
ii. Select all 9 matching workflows with CTRL+A.
iii. Click Activate.

5. Log out of Siebel Call Center and restart the Siebel Server service. This may take more than 5
minutes. Continue with the next step while you are waiting for the Siebel Server to restart.

6. Now you will modify the ADM enterprise profile file so that the ADM command-line interface
can connect to the Siebel Management Agent on the target enterprise. To do this, you will
specify your lab machine’s host name in an enterprise profile file provided to you.
a. Get your lab machine’s host name:
i. If necessary, open a command shell.
ii. Enter the command hostname.
iii. Write the result here. Case is important, as the ADM configuration files are case-
sensitive:

iv. Close the command shell.


b. In Windows Explorer, right-click on D:\Labs\Essentials\entprofile_Siebel.xml and select
Open With > Notepad.
c. Replace every occurrence of the string XXXX with your lab machine’s name as shown.
Remember that the entries in this file are case-sensitive:

d. Save the file and close Notepad.


e. Copy D:\Labs\Essentials\entprofile_Siebel.xml to
D:\Ousea\mgmtsrvr\adm\entprofile_Siebel.xml. Click Yes to replace the existing file.

7. When the Siebel server has restarted completely, right-click on the service Siebel Management
Agent. Click Start. Start the Siebel Management Server as well.

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Lab 53-3 Deploying Application Changes (Unguided)

Goals To deploy and activate application customizations using the ADM command-line
interface (CLI)

Time 10 - 15 minutes

Instructions:
Due to the nature of this lab, there is no Unguided version of it. Please turn the page and do the
Guided version.

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Lab 53-3 Deploying Application Changes (Guided)

Goals To deploy and activate application customizations using the ADM command-line
interface (CLI)

Time 10 - 15 minutes

Instructions:
In this lab you will deploy the package you generated in the previous lab to the server database on
your lab machine. You will then log in to check that the customizations in this package have
deployed successfully.

1. You will start by loading references your package into the management server database using the
load command. You will perform this deployment from the ADM command-line interface
(ADM CLI).
a. In your command shell, change directories to D:\OUsea\mgmtsrvr if necessary..
b. Enter the following command to load the ABC package:
bin\deploy_Siebel load SADMIN SADMIN ABC_Package
You should see a message claiming success.

2. Now you will create a deployment session for your package, as well as checking the status of the
session.
a. Create the session by entering:
bin\deploy_Siebel create SADMIN SADMIN ABC_Package
Tip: The keyboard up and down arrows can be used to move backwards and forward through
the command shell history buffer, and the right and left arrows move the cursor within the
current command.
b. Check the status of your deployment with the following command:
bin\deploy_Siebel status SADMIN SADMIN ABC_Package

3. Now you can deploy the customizations to the target enterprise with the copy command. Before
you do this, you will verify that the database and repository customizations are not present on the
target system.
a. Open Siebel Call Center using the Siebel Web client and log in as SADMIN.
b. Navigate to Administration - Business Process > Workflow Deployment.
c. In the Repository Workflow Processes applet, query for ABC Test Workflow. Verify that
no such workflow exists in your server database.
d. Navigate to Administration - Application > Predefined Queries.
e. In the Predefined Queries applet, query for a PDQ with Object Service Request and Name
ABC*. Verify that no PDQ matches this query.
f. Log out of the Siebel Web client.

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g. To copy the package to the target environment, enter:


bin\deploy_Siebel copy SADMIN SADMIN ABC_Package
This command may take several minutes to complete.
h. After you see a success message for copy, open Siebel Call Center using the Siebel Web
client and log in again as SADMIN.
i. Repeat steps b through e above, and verify that:
i. The workflow ABC Test Workflow is listed in the Repository Workflow Process applet,
but is not listed in the Activated Workflows child applet.
ii. The ABC Unavailable Offline PDQ is now listed in the PDQ list applet.
j. Log out of the Siebel Web client and exit your browser.

4. To complete this deployment you will activate the deployment.


a. Activate the customizations contained in the package with the following command:
bin\deploy_Siebel activate SADMIN SADMIN ABC_Package
b. What do you expect activation to achieve on the target system?

5. You will check to see if the customizations have been deployed.


a. Log in to Siebel Call Center as SADMIN using the Siebel Web client. You should see a
different image on the login screen!
b. Navigate to Administration – Business Process > Workflow Deployment. Verify that ABC
Test Workflow appears in the list of activated workflows.
c. Navigate to Administration – Application > Predefined Queries and query for name ABC*.
You should see two PDQs that were just deployed.

6. Log out of Siebel Call Center.

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Solutions 53-3 Deploying Application Changes (Guided)

Answers
4.b. What do you expect activation to achieve on the target system?
Activation won’t affect the predefined queries you deploy, but the other two customizations
will be affected. ABC Test Workflow will be activated (made available for invocation), and
the Siebel Web server will be reset so that the new image file will be published.

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