sieble培训资料2.ppt

August 1999 Module Name Course Title Module 1: Common Siebel eBusiness Functions and Terms Module Objectives After completing this module you will be able to identify common functions and terminology used in Siebel Call Center Why you need to know You will use these functions and terms throughout this course Data is Retrieved, Organized, and Presented Every Siebel eBusiness application Retrieves business data from Enterprise database Other data sources Organizes that data based on a business model Business model is a collection of business entities Presents that business model via the user interface (UI) Common eBusiness Entities Some of the many entities in Siebel eBusiness Opportunities, Service Requests, Accounts, Contacts, and Activities Each of these entities have a specific meaning in Siebel eBusiness applications You will be exposed to these business entities while using Siebel Call Center Account Is a company or business external to your organization deploying a Siebel application Can represent A current or potential client A business partner A competitor organization Has an account team, defining who is permitted to view and change the data Opportunity Is a potential revenue-generating event Has the following characteristics May be associated to an account Potential revenue Probability of completion Close date Sales methodology Has a sales team, defining who is permitted to view and change the data Service Request Is a request from a customer for information or assistance with a problem related to products or services purchased from your company Has the following characteristics Severity Priority Status Is owned by ONE employee (does not have a team) Contact Is an individual external to your company who is associated with the business process Has the following characteristics Name E-mail address Job title Has an access list, defining who is permitted to view and change the data Activity Is a specific task or event to be comple