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Siebel E-CommerceAdministration Guide

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Siebel E-Commerce Administration Guide Version 8.1 3

Contents

Chapter 1: Whats New in This Release

Chapter 2: Overview of Siebel E-Commerce

About Siebel E-Commerce 11

Siebel E-Commerce and Siebel eSales 12

Chapter 3: Setting Up Siebel E-Commerce

Process of Setting Up Siebel E-Commerce 19Setting Up Order Management for Siebel E-Commerce 20

Creating Multilingual Siebel E-Commerce Web Sites 22

Controlling User Access to the Siebel E-Commerce Web Site 23

Setting Up the Image Path for Siebel E-Commerce 25

Customizing Shipping Charge Calculations for Siebel E-Commerce 25

Setting Up a Content Management System for Siebel E-Commerce 26

Customizing Email Notifications for Siebel E-Commerce 27

Integrating Siebel E-Commerce with CyberSource to Allow Credit Card Payments 28

Setting Up Hot Offers for Siebel E-Commerce 28

Tasks for Configuring the Contact Us Features 32

Specifying the Recipient Email Address 32Specifying the Email Subject Format 33

Setting Up Chat for Siebel E-Commerce 34

Setting Up Siebel Email Response 35

Setting Up Contact Center Anywhere Email Response 36

Process of Setting Up Siebel E-Commerce with Siebel Solutions 36

Setting Up the Knowledge Base-Related LOV 37

Creating Solutions 37

Associating Resolution Documents with Solutions 38

Associating Related Solutions with a Solution 38

(Optional) Adding a File Format to the Knowledge Base Display 39

Process of Setting Up Background Application Functions 40

Activating the Self-Service Web Services 41

Confirming the Self-Service Workflows Are Running 41

Activating Siebel Search 42

Adding a Responsibility and Assigning Permissions 42

Configuring the State Field for Addresses 44


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Siebel E-Commerce Administration Guide Version 8.1

Contents

4

Adding Accounts to a Self-Service Organization 45

Enabling or Disabling Application-Specific Features 45

ENABLE Parameter Settings 48Effects of ENABLE Settings on Other Application Settings 48

Effects of ENABLE Settings on Third-Level Menus 49

Effects of ENABLE Settings on Features 50

Custom Configurations and ENABLE Settings 51

Chapter 4: Integrating Siebel E-Commerce with Third-Party Applications

About Integrating Siebel E-Commerce with Third-Party Knowledge Management 53

Process of Integrating Siebel E-Commerce with Third-Party Knowledge Management

56Substituting Sample Third-Party View Objects for Siebel Solutions View Objects 57

Creating View Objects and Adding Substitution Rules 57

Establishing a Connection to the Knowledge Management System 60

Chapter 5: Application and Site Settings for Siebel E-Commerce

About Application, Site, and System Settings 61

Roadmap for Defining Application and Site Settings 61

Process of Managing Application Settings 62

Managing Page Template Application Settings 62Managing Read-Only Application Settings 65

Managing Siebel E-Commerce Application Settings 66

Process of Managing Site Settings 66

Adding, Deleting and Modifying Self-Service Sites 66

Managing General Site Settings 67

Managing Catalog Site Settings 68

Managing Cart and Checkout Site Settings 69

Managing Assets Site Settings 69

Copying Site Settings 70

Managing System Settings 70

Chapter 6: Performing User Management in Siebel E-Commerce

About Self-Service User Management 73

About Self-Service Users 73

About Self-Service Responsibilities and Permissions 74


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Contents


Process of Setting Up Organizations for Siebel E-Commerce 75

Registering an Organization in Siebel E-Commerce 75

Adding Accounts to an Organization 76Adding Addresses to an Organization Account 76

Adding Contacts to an Organization Account 78

Ongoing Tasks for Managing Organizations in Siebel E-Commerce 80

Setting Up User Access Control in Siebel E-Commerce 80

Updating Account Contacts in Siebel E-Commerce 81

Approving or Rejecting Self-Registered Users in Siebel E-Commerce 81

Tasks for User Registration in Siebel E-Commerce 82

Registering as a New User for a New Account in Siebel E-Commerce 83

Registering as a New User of an Existing Account in Siebel E-Commerce 84

Registering as a New Contact of an Organization in Siebel E-Commerce 85

Registering as an Existing Contact of an Organization in Siebel E-Commerce 86

Ongoing Tasks for User Profile Management in Siebel E-Commerce 87

Updating Personal Information in Siebel E-Commerce 88

Adding Payment Methods to a Profile in Siebel E-Commerce 88

Editing a Profile Payment Method in Siebel E-Commerce 90

Viewing Profile Payment History in Siebel E-Commerce 90

Adding an Address to a Profile in Siebel E-Commerce 91

Editing a Profile Address in Siebel E-Commerce 91

Resetting a Password in Siebel E-Commerce 92

Resetting a Security Question in Siebel E-Commerce 92

Resetting a Forgotten Password in Siebel E-Commerce 92

Permissions and Responsibilities Mapping Reference for Siebel E-Commerce 93

User Interface Access Permissions for Siebel E-Commerce 93

Data Access Permissions for Siebel E-Commerce 94

Products and Orders Access Permissions for Siebel E-Commerce 95

Functionality Access Permissions for Siebel E-Commerce 95

Chapter 7: Migrating from Siebel eSales to Siebel E-Commerce

About Migrating from Siebel eSales to Siebel E-Commerce 97

Tasks for Migrating from Siebel eSales to Siebel E-Commerce 98Assigning New Siebel E-Commerce Responsibilities to Existing Users 98

Adding Custom Responsibilities to Siebel E-Commerce 98

Implementing Siebel eSales Configuration Rules for Siebel E-Commerce 99

Chapter 8: Using Siebel E-Commerce

About Using Siebel Self-Service Applications 101


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Contents

6

Process of Accessing Siebel Self-Service Applications 101

Selecting a Deploying Company Site 102

Logging In to the Self-Service Application 103Viewing Your Account Overview 104

Logging Out of the Self-Service Application 105

Tasks for Contacting a Deploying Company 105

Initiating a Web Chat Session 106

Submitting Feedback for a Chat Session 107

Sending an Email to the Deploying Company 107

Tasks for Looking Up Products, Assets, and Orders 108

Browsing the Product Database 108

Viewing Assets 109

Looking Up Orders 110

Process of Browsing and Searching Siebel E-Commerce Product Catalogs 111

Browsing Product Categories in Siebel E-Commerce 112

Browsing Products in Siebel E-Commerce 113

Searching for Products in Siebel E-Commerce 114

Comparing Products in Siebel E-Commerce 115

Viewing Product Details in Siebel E-Commerce 116

Using Other Features of the Product Details Tab in Siebel E-Commerce 117

Working with Shopping Carts in Siebel E-Commerce 118

Checking Out in Siebel E-Commerce 120

Configuring Products or Promotions in Siebel E-Commerce 121

Tasks for Working with Orders in Siebel E-Commerce 123

Placing Orders in Siebel E-Commerce (B2C) 123

Placing Orders in Siebel E-Commerce (B2B) 124

Viewing Orders in Siebel E-Commerce 125

Process of Viewing and Modifying Assets in Siebel E-Commerce 126

Searching for Assets 126

Viewing Asset Details and Open Orders 127

Placing Orders to Modify Assets 127

Chapter 9: Single Sign-On for Siebel Self-ServiceApplications

About Single Sign-On 129

Tasks for Managing Single Sign-On 132

Viewing the SSO Settings 132

Setting Up SSO 133


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Contents


Chapter 10: Workflow Reference for Siebel E-Commerce

About Siebel Self-Service Applications Workflows 135

Siebel Self-Service Applications Registration and Notification Workflows 135

SelfServiceRegistration Workflow 136

SelfServiceRegistration - UpdateUser Workflow 144

SelfServiceTemplateEmail Workflow 145

SelfServiceSmtpEmail Workflow 145

SelfServiceRegistration - UpdateContactForOrgId Workflow 146

SelfServiceRegistration - UpdateAccountForOrgId Workflow 146

Siebel Self-Service Applications Registration Approval Workflows 147

Self Service Registration - Enrollment Approval - Main Workflow 148

Self Service Registration - Get Inbox Context Workflow 149

SelfServiceRegistration - PostApproval - Activate Workflow 149SelfServiceRegistration - PostApproval - Activate Contact Workflow 150

SelfServiceRegistration - PostApproval - Activate Account Workflow 151

SelfServiceRegistration - PostRejection - InActivate Workflow 152

SelfServiceRegistration - PostRejection - InActivate Contact Workflow 153

SelfServiceRegistration - PostRejection - InActivate Account Workflow 154

SelfServicePostLoginProcess Workflow 155

Siebel E-Commerce Quote Workflows 156

Web Channel Quoting Workflow 156

QuoteCheckOut Workflow 157

Chapter 11: Siebel Communications E-Commerce

About Siebel Communications E-Commerce 159

Setting Up Siebel Communications E-Commerce 159

Using Siebel Communications E-Commerce 162

Setting Location in Siebel Communications E-Commerce 162

Buying Products in Siebel Communications E-Commerce 163

Updating Accounts in Siebel Communications E-Commerce 165

Index


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Contents

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1 Whats New in This Release

Whats New in Siebel E-Commerce Administration Guide, Version 8.1Siebel E-Commerce 8.1 is the first release of this new product. Table 1lists the chapters for this

guide.

Table 1. Chapters for the Siebel E-Commerce Administration Guide, Version 8.1

Topic Description

Overview of Siebel E-Commerce General background about Siebel E-Commerce.

Setting Up Siebel E-Commerce How to set up Siebel E-Commerce.

Integrating Siebel E-Commerce

with Third-Party Applications

How to integrate Siebel E-Commerce with third-party

knowledge management applications.

Application and Site Settings for

Siebel E-Commerce

How to create application settings and site settings, which

control the behavior of your Siebel E-Commerce sites.

Performing User Management in

Siebel E-Commerce

How to control user access to Siebel E-Commerce.

Migrating from Siebel eSales to

Siebel E-Commerce

How to upgrade to Siebel E-Commerce if you already use

Siebel eSales.

Using Siebel E-Commerce How customers use E-Commerce through the Web.

Single Sign-On for Siebel Self-Service Applications

How to set up and manage single sign-on for Siebel E-Commerce.

Workflow Reference for Siebel E-

Commerce

Descriptions of Siebel workflows that control the behavior of

Siebel E-Commerce.

Siebel Communications E-

Commerce

Features unique to Siebel Communications E-Commerce.


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Whats New in This Release

10


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2 Overview of Siebel E-Commerce

This chapter presents an overview of Siebel E-Commerce. It includes the following topics:

About Siebel E-Commerce on page 11

Siebel E-Commerce and Siebel eSales on page 12

About Siebel E-CommerceSiebel E-Commerce allows your company to do business-to-business (B2B) and business-to-

consumer (B2C) sales over the Web. It includes the following Web pages:

Registration.Users can register to create their own Siebel E-Commerce account.

Products, Browse.This page provides access to the products on your companys Siebel E-

Commerce Web site. Users can browse through categories and products, or can search for

products. They can view the details of products in a number of formats, and can add the products

to their shopping cart. Users can configure complex products on this page, choosing product

options. Users can also see a small version of the shopping cart in a panel on this page.

Products, Shopping Cart.The shopping cart stores the products and services selected by

users. Users can save shopping carts for later use. They can also check out and use this page to

purchase the products in the current shopping cart.

Products, Order Status.Users can search for orders that they have placed and view the status

of these orders. For example, they can see whether the orders have already been shipped.

Products, My Products.Users can view a list of products that have already purchased, which

are called assets. If the asset is a customizable product, they can modify the configuration of the

product. If the product is not a customizable product they can change the accounts or contact

associated with the asset.

My Account, Overview.Users can view a summary of their service requests, their orders, and

their products.

My Account, Personal.Users can enter information about themselves or modify information

that they entered during registration, such as their contact information, their shipping addresses,

and their payment methods.

Support, Contact Us. Users can contact technical support by searching for branches of the store

near them, by emailing technical support, or by starting a live chat with a support representative.Siebel E-Commerce and Siebel E-Support are the Siebel Self-Service Applications. For information

about how to configure them, see Siebel Self-Service Application Developers Guide.

NOTE: The Siebel Bookshelf is available on Oracle Technology Network (OTN) and Oracle E-Delivery.

It might also be installed locally on your intranet or on a network location.


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Overview of Siebel E-Commerce Siebel E-Commerce and Siebel eSales

12

Siebel E-Commerce and Siebel eSalesThere are two Siebel products used for B2C and B2B sales through the Web, Siebel E-Commerce and

Siebel eSales. Table 2summarizes their differences, to help you decide which of these products is

best for your purposes.

Table 2. Features of Siebel E-Commerce and Siebel eSales

Feature Description

Siebel E-

Commerce

Siebel

eSales Comments

Product

Catalog

Hierarchical dynamic

product catalog.

Yes Yes None

Multiple Sites Defines multiple sites

in the same instance.

Yes No Multiple sites can be defined

in the same Siebel E-

Commerce Instance. Each sitecan have:

A different skin (UI)

Support for different

locales

Different catalogs

Different price lists

Different payment

methods, shipping

priorities, credit card

types, and so onUI Extensibility Extends the user

interface.

Yes,

Improved

Yes Siebel E-Commerce gives the

user improved flexibility to

customize the UI. It is built on

Industry Standard J2EE

technology. The deploying

company can specify

alternative templates based

on conditions in the

Applications settings screen,

and can create new page

templates.

WorkspaceTabs

Displays categories,product lists, and

product details in

separate tabs.

Yes No In Siebel E-Commerce, theuser can navigate among tabs

and the application recalls the

contents of each tab.


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Panels Displays panels across

various pages. Panels

are areas at the left or

right edge of the

screen that let the user

follow links to related

information.

Yes No For example, the Product

Details page shows the

following panels:

Similar Products

Accessories

Services

Related Promotions

Multiple

product views

Displays the product

list in multiple formats,

such as paragraphview, gallery view, and

list view.

Yes No Siebel E-Commerce can also

be extended to add new view

types.

Sorting Sorts the Product List

page, based on

different fields.

Yes No None

Product Search Keyword search and

Parametric Search.

Yes,

Improved

Yes In Siebel eSales, parametric

search is based on a product

family. The user must pick a

product family before

performing a parametric

search. Also, the search is

database driven.

In Siebel E-Commerce, the

keyword search and

parametric search are not

database driven and is

certified against Oracle

Secure Enterprise Search.

Narrow by

Attribute,

Category, or

Price

Ability to narrow the

list of products based

on product attributes,

categories the product

belongs to, and the

product price.

Yes No For example, in Siebel E-

Commerce, the customer can

limit the list of televisions,

based on the screen size and

resolution.

Personalization

Rules

Creates runtime

personalization rules to

display special content

based on the user.

No Yes It is possible to extend Siebel

E-Commerce to invoke the

external personalization

engines, using the Post Login

Implementation Adaptor.


Feature Description

Siebel E-

Commerce

Siebel

eSales Comments


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14

Quick Add Adds a product quickly

to the cart based on

item name or item

code.

No Yes None

Guided Selling Guides a customer to a

list of products, based

on a series of

questions and

answers.

No Yes It should be possible to

integrate Siebel E-Commerce

with third-party, guided-

selling products.

Compare Compares products. Yes,

Improved

Yes The compare functionality in

Siebel E-Commerce has manyenhancements, such as:

A user can add products to

the compare table from

the browse screens.

Product features are listed

in the compare page.

In Siebel eSales, products

can be compared only

from the parametric

search screen. In Siebel

E-Commerce the compare

table is persistent acrossthe browse pages.

Save Lists of

Products

Stores shopping lists of

products.

No Yes Siebel E-Commerce can save

shopping carts.

Siebel eSales can save

shopping lists of products,

called Templates or Favorites,

in addition to saving shopping

carts. A shopping list is similar

to a shopping cart, but there

is no implication that you

intend to buy the product.

Knowledge

Management

Integration with a

knowledge

management system

without configuration.

Yes No None


Feature Description

Siebel E-

Commerce

Siebel

eSales Comments


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Chat server Integrates with the

Oracle Contact Center

Anywhere chat server,

but without configuring

it, which lets a sales

agent answer

questions and push

content to the

customers browser.

Yes No None

Promotions Displays related

promotions, view

promotion details, andallows you to configure

promotion, if required.

Adds the promotions to

the cart.

Yes,

Improved

Limited Siebel E-Commerce allows the

user to:

View related promotions

in a panel.

View promotion products

in the catalog.

Drill down on promotions

to view promotion details

including the component

products and promotion

terms.

Configure and price

configurable promotions.

Add the promotions to the

cart.

Siebel eSales allows users to

view related promotions, but

does allow them to drill down

on promotions and does not

allow them to purchase the

promotion on the eSales site.

Asset-Based

Ordering

Allows customers to

place orders, based on

the assets that they

have already bought.

Yes No Siebel eSales for Industry

Applications supports asset-

based ordering, and Siebel

eSales can be configured tosupport asset-based ordering.

Siebel E-Commerce supports

asset-based ordering without

configuration.


Feature Description

Siebel E-

Commerce

Siebel

eSales Comments


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16

Configurable

products

Allows the

configuration of

customizable products.

Yes,

Improved

Yes The Siebel E-Commerce

configurator is improved by

adding panels such as the

process train, current total

and current configurations to

the configurator pages.

In Siebel Business

Applications 8.1, you can

create a configurator UI

definition for the self-service

channel.

Product

Eligibility

If you set up eligibility

rules, the Siebel

Business Application

checks the eligibility of

the logged-in user.

Yes,

Improved

Yes Siebel eSales shows products

that the user is not eligible for

but flags them as ineligible.

Siebel E-Commerce does not

show products the user is not

eligible for.

Product

Compatibility

If you set up

compatibility rules, the

Siebel Business

Application checks the

products in the cart to

determine whetherthey are compatible

with each other.

Yes Yes None

Related

Products

Shows the related

products on the

product details page,

such as services and

accessories for a

product.

Yes,

Improved

Yes Siebel eSales shows all

related products in the same

table.

Siebel E-Commerce shows the

related products in separate

mini bins for:

Similar products

Accessories

Services

B2C Checkout Displays checkout

screens for B2C sales.

Yes,

Improved

Yes The Siebel E-Commerce

checkout screens include a

process to make the sequence

of screens easier to follow.


Feature Description

Siebel E-

Commerce

Siebel

eSales Comments


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B2B Checkout Displays checkout

screens for B2B sales.

Yes No Siebel E-Commerce has a

separate checkout flow

designed for B2B sales.

Company

Registration

Supports company

registration.

Yes No Siebel E-Commerce supports

the following:

Registering a new

company

Requesting access as a

new contact of an existing

customer company

Requesting access as an

existing contact of an

existing customer

company

User

Registration

Supports user

registration.

Yes,

Improved

Yes Siebel E-Commerce supports

the following:

Registering a new user

Requesting access to an

existing individual user

account

Siebel eSales supports

registration of a new user.

Caching Caches objects on the

self service layer to

improve performance.

Yes No Siebel E-Commerce caches

basic product fields shown on

the Product List page to

improve performance.

Shipment

Tracking

Integrates with third-

party shipment

tracking applications.

No Yes Allows customers to track

their shipments through the

Web site.


Feature Description

Siebel E-

Commerce

Siebel

eSales Comments


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18

Integration

with Oracle

RTD

Allows product

recommendations

based on user

behavior.

Yes No Recommedations are based

on both user profile and

behavior in the current

session.

Integration

with an

external

Content

Management

System using

WebDAV

Protocol

Allows management of

content appearing on

the web site.

Yes No The parameters required for

the integration can be set in

the configuration parameters

file.


Feature Description

Siebel E-

Commerce

Siebel

eSales Comments


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3 Setting Up Siebel E-Commerce

This chapter includes procedures for setting up and configuring Siebel E-Commerce. This chapter

includes the following topics:

Process of Setting Up Siebel E-Commerce on page 19

Tasks for Configuring the Contact Us Features on page 32

Process of Setting Up Siebel E-Commerce with Siebel Solutions on page 36

Process of Setting Up Background Application Functions on page 40

ENABLE Parameter Settings on page 48

Process of Setting Up Siebel E-CommerceTo set up Siebel E-Commerce, perform the following tasks:

Setting Up Order Management for Siebel E-Commerce on page 20.

Creating Multilingual Siebel E-Commerce Web Sites on page 22.

Controlling User Access to the Siebel E-Commerce Web Site on page 23.

Setting Up the Image Path for Siebel E-Commerce on page 25

Customizing Shipping Charge Calculations for Siebel E-Commerce on page 25

Setting Up a Content Management System for Siebel E-Commerce on page 26

Customizing Email Notifications for Siebel E-Commerce on page 27

Integrating Siebel E-Commerce with CyberSource to Allow Credit Card Payments on page 28

Setting Up Hot Offers for Siebel E-Commerce on page 28

In addition to the tasks in this process, perform the setup tasks described in the following topics and

chapters:

Tasks for Configuring the Contact Us Features on page 32

Process of Setting Up Background Application Functions on page 40

Chapter 5, Application and Site Settings for Siebel E-Commerce

Chapter 6, Performing User Management in Siebel E-Commerce

Chapter 7, Migrating from Siebel eSales to Siebel E-Commerce

Chapter 9, Single Sign-On for Siebel Self-Service Applications


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Setting Up Siebel E-Commerce Process of Setting Up Siebel E-Commerce

20

Setting Up Order Management for Siebel E-Commerce

Siebel E-Commerce allows customers to place their own orders. To set up Siebel E-Commerce, you

must perform many of the same tasks you perform to allow employees to place orders, such asdefining products, creating catalogs, setting up shipping information, setting up tax calculations, and

so on.

Data already in your Siebel applications order management system, such as price lists, products,

and catalogs are available to Siebel E-Commerce. For more information, see the roadmap to setting

up order management in Siebel Order Management Guide.

NOTE: Products are displayed in Siebel E-Commerce only if the type of the catalog is Buying.

This task is a step inProcess of Setting Up Siebel E-Commerce on page 19.

Setting Up Price Lists for Siebel E-CommerceSiebel E-Commerce can use price lists that are set up at several levels.

To find the price list for a customer:

It checks whether the user's account has a price list associated with it. If so, it is used. For

information about associating a price list with an account, see the section about assigning price

lists to users in Siebel Pricing Administration Guide.

If there is no price list associated with the account, it checks whether there is a price list for the

site. For information about setting a price list for a site, seeManaging Catalog Site Settings on

page 68.

If there is also no price list for the site, it uses the Siebel default price list.

You must set up price lists so there is at least one of these price lists for every user of the Siebel E-

Commerce site.

Setting the Default Price List

To set the default price list, you must change the price list row ID supplied as seed data in your Siebel

application to the row ID of a price list that you have created.

T o s e t t h e d e f a u l t p r i c e l is t

1 In your Siebel employee application, navigate to Administration - Data, List of Values.

The List of Values view appears.

2 Query on the Type field for PRICER_MASTER_PRICE_LIST_ID.

3 In the PRICER_MASTER_PRICE_LIST_ID record, in the Display Value field, enter the row numberof the default price list.

NOTE: You must update the existing PRICER_MASTER_PRICE_LIST_ID seed data row. Do not

make the existing row inactive and then create a new one.

4 Click the Menu button, and then choose Clear Cache, to make the new price list take effect.


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Setting Up Configurator for Siebel E-CommerceIf you sell configurable products, you can create the Siebel Configurator user interface for your Siebel

E-Commerce users.

Siebel Configurator has a UI Option type called Self Service, which allows you to define a Siebel

Configurator user interface for self-service users that is different from the interface for employee

users. For more information, see the section on defining Siebel Configurator user interfaces in Siebel

Product Administration Guide.

If you have not set up a Siebel Configurator UI of the self-service type, Siebel E-Commerce uses a

default self-service option.

It determines which UI interface to use as follows:

Siebel E-Commerce finds a default UI option to use. You can specify an employee UI option in

faces-config-base.xml as the default UI option for Self Service. If you do not change it, the

default UI option is set to High Interactivity in faces-config-base.xml. At runtime, Siebel E-

Commerce uses the default UI option in this xml file if one exists, or it uses the first available UIoption if none is specified in this xml file.

Siebel E-Commerce maps the employee UI themes from the default UI option to self-service UI

themes. The mapping is also specified in faces-config-base.xml, and you can change the mapping

rules if necessary. If multiple rules match the mapping, only the first one is applied. If no

mapping rule is defined or applicable, Siebel E-Commerce the default UI themes, which are also

specified in faces-config-base.xml, and which you can also change if necessary.

Controlling Whether Child Products Are Visible and OrderableA child product is either:

A product that is one product in a bundle product. For example, if the bundle product is HawaiiGetaway Vacation, its children products might be a round-trip airplane flight, three nights in a

hotel, a rental car, and so on.

A product that is one component of a product with components. For example, if the product with

components is a computer, its children products might be a monitor, a DVD drive, a mouse, and

so on.

There are cases where you do not want customers to order the child product separately. For example,

you might want customers to be able to order a computer mouse as part of an entire computer but

not to be able to order just a mouse.


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You can control whether the child product is visible as a separate product on the E-Commerce web

site and whether it is orderable as a separate product on the E-Commerce web site, by using the

Orderable flag for the product and by using the standard methods to control visibility of products in

catalogs, as shown in Table 3.

T o c o n t r o l w h e t h e r a c h i ld p r o d u c t i s v is i b le a n d o r d e r a b l e

1 Set the child products Orderable flag:

a Navigate to the Administration - Product, Products view.

b In the Products list, select the child product.

c In the More Info form, select or deselect the Orderable checkbox.

2 Use standard methods to control the products visibility in the catalog.

For information about controlling visibility of products in catalogs, see Siebel Order Management

Guide.

In E-Commerce, the child product will have the visibility and orderability described in Table 3.

Creating Multilingual Siebel E-Commerce Web SitesYou can deploy Siebel E-Commerce in more than one language by creating multiple Web sites that

display your Siebel E-Commerce store in multiple languages. Use the general site settings tab to:

Associate each site with the appropriate locales for the language that the site uses.

Specify a default locale to be used if none of your sites support the locale identified in the user's

browser.

Table 3. Visibility and Orderability of Child Product

Is Child Products

Orderable Flag

Selected?

Is Child Product

Visible in the

Catalog? Behavior

Y Y Child product is visible and orderable as a stand-

alone product. It is also is visible and orderable as

part of the bundle product or product with

components.

Y N Child product is not visible and not orderable as astand-alone product. It is visible and orderable as


components.

N N Child product is not visible and not orderable as a

stand-alone product. It is visible and orderable as


components.


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For information about these site settings, seeManaging General Site Settings on page 67.

For general information about deploying Siebel applications in a multilingual environment, see Siebel

Global Deployment Guide.


Controlling User Access to the Siebel E-Commerce WebSite

You might want to perform some of the following tasks to control user access in your Siebel E-

Commerce Web site:

Using external authentication, such as LDAP

Creating database users for LDAP to use in database access

Controlling access to the following:

Web pages (seeControlling Access to Web Pages on page 23)

Catalogs and products (seeControlling User Access to the Siebel E-Commerce Web Site on

page 23)

Assigning the proxy employee

Creating users through registration or user administration

Associating users with accounts

Allowing the various levels of access:

Anonymous

Explicit login

For information on controlling user access, see Siebel Security Guide.


Controlling Access to Web PagesResponsibilities control which Web pages are visible to the user. Responsibilities also control what

permissions are available to the logged-in user. For example, if a user has a responsibility that does

not have access to the Order Status page, the user cannot see the Order Status menu item. This

access control mechanism is implemented using the industry-standard Java Authentication and

Authorization Service (JAAS) standards.

If the user has a responsibility that does not have permission to view the accounts assigned to him

or her, that user will not see the account selection control in the order status search bin.

The following responsibilities are predefined for Siebel E-Commerce:

Web Registered User.The end user of the application in a business-to-consumer (B2C) model.


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Web Corporate User.The end user of the application in a business-to-business (B2B) model.

This responsibility is also the base responsibility for the web delegated customer administrator.

Web corporate users are associated with an account and must be authorized by the web

delegated customer administrator to access the site. A Siebel administrator can also add newweb corporate users.

NOTE: There is no responsibility for anonymous users. Every page is accessible to anonymous

user unless otherwise specified. Thus, if anonymous users cannot access a page, you must create

the access control entry to indicate which responsibilities have access to the page.

The responsibility and user type for different job roles are shown in Table 4.

For information on setting up responsibilities, see Siebel Security Guide.

Controlling Access to Catalogs and Products.You can use Siebel E-Commerce application settings to control access to:

Catalogs.Catalogs can be associated with each site, and only the associated catalogs will be

visible at this site.

Products.You can control access to products by using price lists or eligibility rules:

Only the products in the price list used for the customer are visible to the customer. For

information about which price list is used for a customer, seeSetting Up Price Lists for Siebel

E-Commerce on page 20.

Product eligibility rules define which product a customer is eligible to buy. For more

information about creating product eligibility rules, see Siebel Product Administration Guide.

NOTE: If a customer does not have access to any product in a category, that category is

automatically hidden to that customer.

Table 4. Responsibilities and User Type

Job Role Responsibilities User Type

Web anonymous user None. Has access to all pageswhere access is not controlled by

a responsibility.

Anonymous

Web registered user Web Registered User Web Registered User

Web corporate user Web Corporate User Web Corporate User

Web delegated customer

administrator

Web Corporate User

Web Delegated Customer

Administrator

Web Delegated Customer

Administrator


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Setting Up a Content Management System for Siebel E-Commerce

You can store product content such as images, audio clips, and video clips in a content management

system (CMS), and display them in Siebel E-Commerce. The content management system must use

the WebDAV protocol, one of the industry-standard protocols used to manage files on remote World

Wide Web servers.

If the CMS is set up and products have content associated with them, this content can be viewed by

customers in the Links list on the Product Details page.

NOTE: This section describes how to set up a content management system. You can also add content

without using a content management system, by uploading a file directly in Literature screen. For

more information, see the section about literature in Siebel Applications Administration Guide.


T o se t u p a c o n t e n t m a n a g e m e n t s y s t e m f o r S i e b el E- Co m m e r ce

1 Set up a content management system, define its root location, and add product content.

Note the URLs of the content you add.

2 In the Siebel Business Application, add the content to the Literature list:

a Navigate to Administration - Document, Literature.

b Add a new record and complete the necessary fields. Some fields are described in the followingtable.

3 Enter values for the following read-only application settings:

CONTENT_MGMT_WEBDAV_URL. The URL of the WebDav content management system used

by Siebel E-Commerce.

CONTENT_MGMT_ADAPTER. The adaptor for the content management system.

Field DescriptionName Enter a name for the literature item. If nothing is entered in the

Description field, this name is displayed to the customer in Siebel

E-Commerce.

Description Enter a description of the literature item to be displayed to the

customer in Siebel E-Commerce.

File Name Specify the path and name of the file containing this l iterature

item. The path should be relative to the URL of the Content

Management System that you entered in Step 1.

Literature Type Select the literature type.

Internal Deselect this checkbox.

Product Select the product that this literature item is associated with.


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CONTENT_MGMT_PASSWORD. The password passed to the content management system.

CONTENT_MGMT_USERNAME. The user name passed to the content management system.

For more information, seeManaging Read-Only Application Settings on page 65.

Customizing Email Notifications for Siebel E-Commerce

Siebel E-Commerce sends an email notification to a user when the status of that users order is

changed to Confirmed or Shipped. Notifications of other events are also sent, for example, when the

orders of B2B customers are approved or rejected.


To customize notifications for Siebel E-Commerce, perform the following tasks:

Setting Up Communications Driver Profiles on page 27.

Modifying Email Workflows on page 27.

Modifying Email Templates on page 27.

For information on creating notifications, see Siebel Communications Server Administration Guide

and Siebel Applications Administration Guide.

Setting Up Communications Driver ProfilesCommunications drivers send messages. They are accessed using communications driver profiles,

which set parameters that can override those of the driver. Communications drivers are part of the

Siebel E-Commerce application. Profiles are created in the Communications Drivers and Profiles view

under the Communications Administration screen. For information about setting up communicationsdriver profiles, see Siebel Communications Server Administration Guide.

Modifying Email WorkflowsWorkflows control notifications in Siebel E-Commerce. You can modify existing workflows and create

new ones. For more information about Siebel E-Commerce workflows for email notifications, see

Siebel Self-Service Applications Registration and Notification Workflows on page 135. For more

information about defining rules to enable automatic email notification, see Siebel Business Process

Framework: Workflow Guide.

Modifying Email TemplatesTemplates provide the content for automated messages, such as confirmations of orders being placed

and shipped.


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T o m o d i f y a n e m a i l t e m p l a t e

1 In your Siebel employee application, navigate to Administration - Communications, AllTemplates.

The Templates view appears.

2 Select a templatefor example, Order Confirmation.

3 Make modifications to the template records Text field.

You can also copy and paste available substitutions, such as [Street Address].

4 Click the Template Items tab to attach preformatted files to the template content, such as astandard header or footer.

Integrating Siebel E-Commerce with CyberSource toAllow Credit Card Payments

To enable Siebel E-Commerce to accept credit card payments, you must integrate it with

CyberSource Internet Commerce Suite.

You integrate Siebel E-Commerce with CyberSource in the same way that you integrate Siebel eSales

with CyberSource. For more information, see the section about CyberSource integration in Siebel

eSales Administration Guide.

Setting Up Hot Offers for Siebel E-Commerce

The Hot Offers panel of Siebel E-Commerce recommends products to customers. If you have enabledthis functionality, this panel appears whenever the customer is browsing products.

Oracle Real-Time Decisions for Siebel E-Commerce (Oracle RTD) determines which offers are

displayed in the Hot Offers panel, combining both rules and predictive analytics to provide

recommendations to customers. Oracle RTD determines which offers are displayed in this panel

based on:

Past Behavior.Oracle RTD uses the Customer Id of the current customer to look up more

information about the customer. It prioritizes its recommendations based not only on the

customers own behavior, but also on behavior of other customers with similar profiles. For

example, if this customer is in a particular state or region, and many customers in this state or

region are buying a given product, then the Hot Offers panel is more likely to display that product

as a recommendation for this customer. This feature does not apply to anonymous users, since

Oracle RTD does not have the needed information about them.

Current Behavior.Oracle RTD tracks the current behavior in a session for all application users,

whether they are customers or anonymous users. Oracle RTD uses the current selections that

the user is making at the site to help set the priority of recommendations. As the user browses

products, Oracle RTD gives higher priority to hot offers that include products and categories that

the user has browsed during the current visit.


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Product Categories and Hierarchy.The deploying company can group the hot offers into

categories. Oracle RTD can use these categories to relate the offers to the products browsed, and

to any product hierarchy to which these products belong. For example, you can group your

electronic products together, so that Oracle RTD will display lists of electronic products in the HotOffers panel, rather than displaying unrelated products, such as bicycles, in the same list with

electronic products. You group hot offers into categories using choice groups, as described in the

Oracle RTD Applications documentation.

NOTE: The Hot Offers panel currently supports only English (ENU).

Overview of Installation and Setup of Hot OffersTo install and set up Hot Offers, you must do the following:

Install the Oracle RTD Platform.For more information, see the Oracle RTD Platform

documentation.

Install the Oracle RTD for Siebel E-Commerce application.For more information, see the

Oracle RTD Applications documentation.

Perform the following setup tasks:

Setting Parameters in the Properties File on page 29

Creating Promotions in the Siebel Business Application on page 30

Exposing Integration Points (Optional) on page 31

Creating Eligibility Rules (Optional) on page 31

Setting Up Other Configurations (Optional) on page 31

Making Any Needed Changes in the Oracle RTD Inline Service (Optional) on page 32

Setting Parameters in the Properties FileTo enable the Hot Offers panel and to point to the RTD server, you must set parameters in a

properties file.

T o se t p a r a m e t e r s f o r h o t o f f e r s

1 With a text editor, edit the filesrc\oracle\apps\ss\base\model\resources\SelfServiceConfiguration.properties


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30

2 Set the values of the property parameters described in the following table:

Creating Promotions in the Siebel Business ApplicationA hot offer is a promotion that you create in your Siebel Business Application.

When the user clicks the Find Out More link for the Hot Offer, the Promotions Details page for that

promotion appears.

As the first step in setting up Hot Offers, you must create the promotions that you want to appear

as hot offers. For more information about creating promotions in Siebel Business Applications, see

Siebel Pricing Administration Guide.

Parameter Description

ENABLE_RTD A Boolean value specifying whether the Hot Offers panel is

enabled or disabled.

HTTP1.type The type of the named endpoint. Only HTTP is supported at

this time.

An endpoint is an association between a binding and a network

address, specified by a URL, that may be used to communicate

with an instance of a service. In this case, the endpoint

specifies the RTD host and port through the http protocol.

HTTP1.url A URL specifying the HTTP host and the port of the server's

HTTP endpoint. The default endpoint is http://localhost:8080.

appsCacheDirectory A fi le URL identifying a writable directory into which the cl ient

component may save the configuration information that it gets

from the server. If this property is set, the directory must

already exist.

timeout Timeout interval, in milliseconds, of the original attempt to

contact the RTD server during the client (E-Commerce)

components initialization. After connecting to the RTD server,

requests sent by the client uses the RTD servers timeout

interval, which is configured through the Oracle RTD JMX

MBean property, IntegrationPointGuaranteedRequestTimeout.

RTD_ITEMS_PER_BIN The number of offers displayed in the Hot Offers panel.

RTD_INLINE_SERVICE_NAME The name of the inline service that this E-Commerceapplication connects to get hot offers.

UseEndpointsInOrder A comma-separated list of endpoint names, indicating the

order in which the endpoints are tried when establishing an

initial connection to the server cluster during the Smart

Client's initialization.


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Exposing Integration Points (Optional)Without configuration, the following integration points are exposed and called by the self-service

application:

Informants

Initial Context

Update Customer Profile

Presented Offers

Offer Clicked

Close Session

Advisor

Get Promotions

The deploying company can extend these integration points if required or add new integration points.

If new integration points are added, the code would need to be modified to call the new integration

point.

This task is not required. The deploying company could just use the integration points provided with

the product.

Creating Eligibility Rules (Optional)Hot Offers are only displayed to customers who are eligible to buy them. For example, some offers

may only be available to B2B customers and not to B2C customers, or some offers may be available

only to premium customers.

You can create two types of eligibility rules for Hot Offers:

Siebel Eligibility Rules.These rules are recommended because they are simpler to create.

Before being displayed to a given customer, the list of Hot Offers is run through the Siebel

eligibility filter, and if the customer is not eligible to buy an offer, that offer is not displayed.

Eligibility rules that you have already created in your Siebel Business Application also apply to

Hot Offers. For information on creating eligibility rules in Siebel Business Applications, see Siebel

Product Administration Guide.

Oracle RTD Eligibility Rules.These rules can be used in cases when you want more complex

and powerful rules. Oracle RTD eligibility rules change the priority score that determines whether

a Hot Offer is displayed, while Siebel eligibility rules absolutely prevent a Hot Offer from being

displayed to any user who is not eligible. For information on creating Oracle RTD eligibility rules,

see the Oracle RTD Platform documentation.

Setting Up Other Configurations (Optional)Other configurations of Oracle RTD that are useful for Siebel E-Commerce are described in the Oracle

RTD Applications documentation. To see whether any of these configurations applies to your business

model, see the Oracle RTD Applications documentation.


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Setting Up Siebel E-Commerce Tasks for Configuring the Contact Us Features

32

Making Any Needed Changes in the Oracle RTD Inline Service(Optional)You may want to make additional changes to the Oracle RTD for Siebel E-Commerce Inline Service,

such as changing the promotion groupings or mapping additional customer attributes. For

information about modifying the Inline Service, see the Oracle RTD Applications documentation.

Tasks for Configuring the Contact UsFeaturesThe following topics describe the setup tasks for the features that allow users to contact the

deploying company through the Siebel Self-Service Applications:

Specifying the Recipient Email Address on page 32

Specifying the Email Subject Format on page 33

Setting Up Chat for Siebel E-Commerce on page 34

Setting up automatic email response by doing one of the following:

Setting Up Siebel Email Response on page 35

Setting Up Contact Center Anywhere Email Response on page 36

Specifying the Recipient Email Address

To specify the email address to which your Siebel Self-Service Applications send emails that are

directed by users to your company on the Web, follow this procedure.

This task is part ofTasks for Configuring the Contact Us Features on page 32.

T o s p e ci f y t h e r e c ip i e n t e m a i l a d d r e s s

1 Confirm that the default SMTP profile has been set.

For more information about the SMTP profile, see the email chapter in Siebel Communications

Server Administration Guide.

2 Set the target email address by performing the following steps:

a Navigate to the following directory:

/j2ee/home/applications//ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/

Where is the location where the Oracle Application server is installed,

and / is Siebel Self-Service Applications context. For example:

/u01/OracleAS1013/j2ee/home/applications/SelfService/ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources/

b In a text editor, open the SelfServiceConfiguration.properties file.


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c Set the SERVICE_EMAIL_ADDRESSproperty.

For more information about this setting, navigate to the read-only Application settings and

see the description of the setting.

d Save and close the SelfServiceConfiguration.properties file.

Specifying the Email Subject Format

To specify the Subject l ine format of emails that are directed by users to your company through your

Siebel Self-Service Applications, follow this procedure.


T o sp e c i f y t h e em a i l su b j e c t f o r m a t

1 Navigate to the following directory:


Where is the directory in which your Oracle application server is installed,

and / is the Siebel Self-Service Applications context. For example,


2 In a text editor, open the SelfServiceConfiguration.properties file.

3 Set the EMAIL_SUBJECT_FORMAT property to one of the following values:

NPS

NSP

PNS

PSN

SNP

SPN

Where the characters stand for the settings listed in the following table:

The default value is SNP. This gives emails sent through Siebel Self-Service Applications a subject

in this format:

Character Stands For

S Actual Subject entered in the email form

N FullName entered in the email formP PhoneNumber entered in the email form


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34

--

For example,

printer issue-john smith-123 456 7890

4 Save and close the SelfServiceConfiguration.properties file.

Setting Up Chat for Siebel E-Commerce

To set up Siebel Chat to work with your Siebel Self-Service Applications, you must complete the

Siebel Chat setup tasks in Siebel Business Applications. The most essential tasks for connecting it to

your Siebel Self-Service Applications are listed in this topic. Additionally, you must connect to the

Siebel Chat instance from Siebel Self-Service Applications.


T o s e t u p C h a t f o r S ie b e l E- Com m e r c e

1 Follow the Siebel Chat setup procedures in Siebel Business Applications. The most essential setuptasks for Siebel Self-Service Applications are as follows:

Setting Up Chat Communications Configuration

Configure your Oracle Contact Center Anywhere driver, add agents to the Chat

communications configuration, configure Chat routing. Create a profile and add profile

parameters for your Chat communications configuration.

Setting Up Chat Parameters and Routing

Configure the routing of Siebel Chat data, including a default language, default project,organization, route key, and route value.

Setting Up Chat System Preferences

Define the system preferences for Siebel Chat, including a default company alias.

For more information about chat setup procedures, see the chapter on installing Siebel Chat in

Siebel Chat Guide.

2 Modify your Siebel Self-Service Applications configuration parameters to connect with SiebelChat by performing the following steps:



Where is the location where the Oracle Application server is installed,

and / is Siebel Self-Service Applications context. For example,


b In a text editor, open the SelfServiceConfiguration.properties file.


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c To enable chat in your Siebel Self-Service Applications, set the ENABLE_CHAT property to Y.

For more information about this setting, seeEnabling or Disabling Application-Specific

Features on page 45.

d Set the CHAT_URL property to a URL pointing to a valid Oracle Contact Center Anywhereinstallation.

For more information about this setting, navigate to the read-only Application settings and

see the description of the setting.

e Save and close the SelfServiceConfiguration.properties file.

Setting Up Siebel Email Response

To help manage and respond to high volumes of incoming email that might result from deploying a

Siebel Self-Service Applications Web site, Oracles Siebel Email Response works with Siebel Self-Service Applications to automatically reply to various user communications with tailored standard

responses. Siebel Self-Service Applications will automatically notify users through standard emails

when certain events occur. Your Siebel Self-Service Applications supports the following notifications:

Business-to-consumer welcome notification.The application sends a user this email when

she registers for an individual account.

Business-to-business primary welcome notification.The application sends a user this email

when she registers as the primary user for an organization account.

Business-to-business secondary welcome notification.The application sends a user this

email when she registers as a secondary user for an organization account.

Reset password notification.The application sends a user this email when the user resets the

password.

Approval notification.The application sends a secondary user this email when a primary user

approves her request to be added to an account.

Rejection notification.The application sends a secondary user this email when a primary user

rejects her request to be added to an account.

Service request status change notification.When an SR is updated, the application sends

this email to the SRs associated contact.

For more information about setting up, configuring, and activating Siebel Email Response, see Siebel

Email Response Administration Guide.



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Setting Up Siebel E-Commerce Process of Setting Up Siebel E-Commerce with Siebel

Solutions


3 Associating Resolution Documents with Solutions on page 38

4 Associating Related Solutions with a Solution on page 38

5 (Optional) Adding a File Format to the Knowledge Base Display on page 39.

Setting Up the Knowledge Base-Related LOV

To prepare to designate KM solutions on the Siebel Business Applications side for display in Siebel E-

Commerce, you must set up a list of values (LOV) of document types into which to categorize the

KM solutions. These values will appear on the Solutions Administration view, as choices in the Type

field.

These LOV values must correspond to the document types that you want to display in Siebel E-

Commerce. For more information about setting up LOVs, see the chapter on working with lists of

values in Siebel Applications Administration Guide.

This task is part ofProcess of Setting Up Siebel E-Commerce with Siebel Solutions on page 36.

Creating Solutions

Knowledge base articles displayed in Siebel E-Commerce consist of Siebel Solutions records in your

companys Siebel Business Application. To prepare knowledge base articles (that is, Siebel Solutions

records) for display in Siebel E-Commerce, you must create Siebel Solutions records, then add them

to the Siebel E-Commerce knowledge base catalog, and finally associate them with catalog

categories.

NOTE: In Siebel E-Commerce, the category for a solution is not exposed in the Web service.

To create solutions in your Siebel Business Application, follow this procedure.


T o c r e a t e a s o l u t i o n

1 In your Siebel Business Application, navigate to Administration - Solution, Solutions.

2 Add a new record and complete the fields. Some fields are described in the following table.

Field Comments

Name Display name for the solution.

FAQ If this solution is a frequently asked question (FAQ), copy the Name into this

field.

Description Enter the FAQ answer or text of the solution. Text is limited to 2 KB.

Publish External To make the solution available to Siebel E-Commerce, select this check box.

Status To make the solution available to Siebel E-Commerce, select Final.


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Solutions

38

Associating Resolution Documents with Solutions

If appropriate, you can associate external documents that may contribute additional useful

information to a selected solution. These are displayed as document attachments to solutions inSiebel E-Commerce.


T o a ss o c ia t e a r e s o lu t i o n d o c um e n t w i t h a s o lu t i o n


2 Select a solution to which you want to add a resolution document, and drill down on its Namefield hyperlink.

3 Click the Resolution Documents view tab and click New.

4 In the Add Resolution Document dialog box, select the document you want to associate and clickAdd.

Associating Related Solutions with a Solution

If appropriate, you can associate additional solutions that may contribute additional useful

information to a selected solution. These are displayed as related solutions in Siebel E-Commerce.


T o a s so c i a t e r e la t e d s o l u t i o n s w i t h a s o l u t i o n


2 Select a solution to which you want to add related solutions, and drill down on its Name fieldhyperlink.

3 Click the Related Solutions view tab and click New.

4 In the Add Solution dialog box, select the solution you want to associate and click OK.


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Solutions


(Optional) Adding a File Format to the Knowledge BaseDisplay

By default, Siebel E-Commerces knowledge base can display files with the formats listed in Table 5.

Table 5. MIME Types in the Knowledge Base

Extension MIME Type

.avi video/x-msvideo

.bin application/octet-stream

.c text/plain

.cc text/plain

.css text/css

.doc application/msword

.exe application/octet-stream

.gif image/gif

.htm text/html

.html text/html

.jpeg image/jpeg

.jpg image/jpeg

.pdf application/pdf

.ppt application/vnd.ms-powerpoint

.swf application/x-shockwave-flash

.txt text/plain

.vsd application/x-visio

.wav audio/wav

.wav audio/x-wav

.wma audio/x-ms-wma

.wmv video/x-ms-wmv

.xls application/vnd.ms-excel

.xml application/xml

.xml text/xml

.zip application/x-zip-compressed


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Setting Up Siebel E-Commerce Process of Setting Up Background Application Functions

40

Optionally, you can add any kind of file to the knowledge base display. To add a fi le format to the

Siebel E-Commerce knowledge base display, follow this procedure.


T o a d d a f i le f o r m a t t o t h e k n o w l ed g e b a s e d is p la y

1 Navigate to the following directory:


Where is the location where the Oracle Application server is installed, and

/ is Siebel Self-Service Applications context. For example,


2 In a text editor, open the MIMEMap.properties file.

3 For each additional file type that you want the knowledge base to display, add a line mapping itsextension to its MIME type.

For example, to add the capacity to launch SBK files from the knowledge base, enter this line:

.sbk=application/x-tbook

As another example, to add the capacity to launch MP3 files from the knowledge base, enter this

line:

.mp3=audio/mpeg3

4 Save and close the MIMEMap.properties file.

5 Restart the application server.

Process of Setting Up BackgroundApplication FunctionsIn addition to setting up application-specific functionality, you must set up certain processes and data

that apply to all functionality. These operations are described in the following topics:

Activating the Self-Service Web Services on page 41

Confirming the Self-Service Workflows Are Running on page 41

Activating Siebel Search on page 42

Adding a Responsibility and Assigning Permissions on page 42

Configuring the State Field for Addresses on page 44

Adding Accounts to a Self-Service Organization on page 45

Enabling or Disabling Application-Specific Features on page 45


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Activating the Self-Service Web Services

A Web serviceis a discrete piece of business logic, located on the Internet, which is accessible

through Internet protocols. It is distinguished by the following characteristics:

Specified using Web Services Description Language (WSDL)

Transported by SOAP (an XML-based transport protocol)

Contains data represented in XML and defined by an XML Schema

Siebel Business Applications support both inbound and outbound Web services. Inbound Web

servicesallow external clients to access the data in Siebel Business Applications. Outbound Web

servicesallow Siebel applications to make requests to external applications.

Siebel Self-Service Applications use specific Web services to exchange data with Siebel Business

Applications and to use Siebel Business Applications as their back-end system. As part of the process

of setting up Siebel Self-Service Applications, you must activate those Web services.

For more information about activating a Web service and which Web services are specific to Siebel

E-Commerce, see Siebel Self-Service Application Deployment Guide. For details about the individual

Web services, see Siebel CRM Web Services Reference.

This task is part ofProcess of Setting Up Background Application Functions on page 40.

Confirming the Self-Service Workflows Are Running

You must make sure the Siebel Self-Service Applications-related workflows are running in Siebel

Business Applications, and start them if they are not.

NOTE: The workflows involved are workflow processes that are specific to your Siebel Self-Service

Applications. For more information about these workflows, see Chapter 10, Workflow Reference for

Siebel E-Commerce.

When you are doing Siebel Self-Service Applications-related setup tasks, when you do not get results

for the correct inputs in the application, or when an error message appears advising you to contact

your system administrator for setup issues, check whether the workflow processes are up and

running. To confirm whether a workflow is running, follow this procedure.


T o co n f i r m w h e t h e r a w o r k f l o w i s r u n n i n g

1 In your Siebel Business Application, navigate to Administration - Business Process, WorkflowProcesses.

2 In the Workflow Processes list, query for the workflow you want to check.

If the workflow is running, the value in its Status field is Active.


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To activate a workflow in your Siebel Business Application if the workflow has failed, follow this

procedure.

NOTE: You can also publish and activate workflows in Siebel Tools. For more information about

managing workflows in Siebel Tools, see the chapter on creating workflow processes and tasks in

Using Siebel Tools.

T o a ct i v a t e a w o r k f l o w

1 In your Siebel Business Application, navigate to Administration - Business Process, WorkflowDeployment.

2 In the Repository Workflow Processes list, query for the workflow that you want to activate.

For example, to find the Branch Locator workflow, query for the workflow record whose Name is

Service Branch Locator Process.

3 With the workflow selected, click Activate.

4 To make sure the workflow process is active in the Active Workflow Processes list, query for theworkflow and confirm that its Deployment Status is Active.

For more information about activating Siebel workflows for Siebel Self-Service Applications, see

Siebel Self-Service Application Deployment Guide.

Activating Siebel Search

You must activate Oracles Siebel Search to allow Siebel E-Commerce to search for products in the

catalogs.

For more information about activating Siebel Search, see Siebel Search Administration Guide.


Adding a Responsibility and Assigning Permissions

Your Siebel Business Application includes a set of user responsibilities. Siebel Self-Service

Applications come with a predefined set of user permissions designed to work with responsibilities

in Siebel Business Applications. In Siebel Self-Service Applications, each responsibility is associated

with a group of permissions. For more information about user responsibilities and permissions, see

About Self-Service Responsibilities and Permissions on page 74.You can create additional responsibilities in Siebel Business Applications, and assign permissions to

them in Siebel Self-Service Applications, according to the needs of your companys implementation.

If you want to create your own user responsibility and assign permissions to it, follow this procedure.



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T o a d d a r e s p o n s i b i l i t y a n d a s s ig n p e r m i s si o n s

1 Add a new responsibility by doing the following:

a In your Siebel Business Application, navigate to Administration - Application, Responsibilities.

b Create a responsibility.

c Navigate to Administration - User, Persons.

d Assign the new responsibility to the appropriate users.

For more information about creating responsibilities and assigning them to users, see the chapter

on configuring access control in Siebel Security Guide.

2 Assign a group of permissions to the new responsibility in Siebel Self-Service Applications bydoing the following:


/j2ee/home/applications/SelfService/ViewArchive/WEB-INF/classes/oracle/apps/ss/base/model/resources

b In a text editor or XML editor, open the AccessControl.xml file.

c Add an entry like the following to add the new responsibility and assign it a group of permissions:

New ResponsibilityNew ResponsibilityNew Responsibility

SS_UM_COMP_MANAGE_CONTACTSSS_UM_COMP_VIEW_ACCOUNTSSS_UM_COMP_VIEW_ADDR

SS_UM_COMP_MANAGE_ADDRSS_UM_COMP_VIEW_CONTACTSSS_UM_SELF_MANAGE_PROFILESS_UM_COMP_MANAGE_ENROLLMENTSSS_UM_COMP_VIEW_ENROLLMENTSSS_UM_COMP_VIEW_ALL_ACCOUNTSSS_UM_VIEW_ALL_ORDERSSS_PAYMENT_VIEW_ALL_PAYMENTSSS_UM_COMP_VIEW_ALL_SERVICE_REQUESTS


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Permissions Syntax and DefinitionsThe syntaxes and definitions of Siebel Self-Service Applications permissions are listed in Table 6.

Configuring the State Field for Addresses

Siebel Self-Service Applications display a State field on the address portion of registration pages. By

default, this field has an upper limit of 52 selections and a seeded pick list of two-letter U.S. state

codes. For deployments in countries other than the United States, you must reconfigure the field to

display the countrys provinces or departments in the pick list, and to allow for the appropriate

number of selections. You can reconfigure the State field by the following methods:

Allow more values in the State field LOV by modifying the Picklist State search specification in

Siebel Tools. For more information on modifying a search specification in Oracles Siebel Tools,

see 540278.1 (Doc ID) on OracleMetaLink3.

Constrain the State field LOV by the selection in the Country field. For more information on

constraining a list of values by the value of another field, see 530007.1 (Doc ID) on

OracleMetaLink3.

Edit or remove the State fields LOV record in the application, and create a new LOV. For more

information about configuring and constraining pick lists in Siebel Business Applications, see

Configuring Siebel Business Applications.

Table 6. Permission Codes and Descriptions

Permission Code Permission Description

SS_UM_SELF_MANAGE_PROFILE Managing personal profile

SS_UM_COMP_VIEW_ACCOUNTS Viewing accounts page

SS_UM_COMP_VIEW_ADDR Viewing corporate address page

SS_UM_COMP_MANAGE_ADDR Managing corporate addresses

SS_UM_COMP_VIEW_CONTACTS Viewing corporate contacts

SS_UM_COMP_MANAGE_CONTACTS Managing corporate contactsSS_UM_COMP_VIEW_ENROLLMENTS Viewing enrollment approvals

SS_UM_COMP_MANAGE_ENROLLMENTS Managing enrollment approvals

SS_UM_COMP_VIEW_ALL_ACCOUNTS Viewing all accounts in the company

SS_UM_VIEW_ALL_ORDERS Viewing all orders in the company

MERCHANT_SUPER_USER Performing super-user tasks for a company

SS_PAYMENT_VIEW_ALL_PAYMENTS Viewing all payments in the company

SS_UM_COMP_VIEW_ALL_SERVICE_REQUESTS Viewing all SRs for all accounts within a

specific company, including individual

accounts


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Adding Accounts to a Self-Service Organization

When a delegated customer administrator registers an organization in B2B Siebel Self-Service

Applications that your company has deployed, that organization appears as an account in your

company's Siebel Business Application. If that organization includes subordinate accounts, the

delegated customer administrator must contact your company and ask for those accounts to be

added to the organization.

As a sales representative, service representative, or administrator at the deploying company, you

fulfill this request by performing the following procedure.


T o a d d a c c o u n t s t o a s e l f - s er v i c e o r g a n i z a t i o n

1 In your Siebel Business Application, locate the registered organizations account record.

2 Designate the registered organization as a parent account.

3 Add the subordinate accounts as child accounts of that parent account.

Depending on whether the accounts that the delegated customer administrator requested

already exist in your company's Siebel Business Application, do one of the following:

Create the child accounts, then add them to the hierarchy.

Locate the existing accounts and add them to the hierarchy as child accounts.

The child accounts from the Siebel Business Application will appear in the Siebel Self-ServiceApplications as subordinate accounts associated with the registered organization.

For more information about creating accounts, see the chapter on accounts in Siebel Applications

Administration Guide. For more information about setting up account hierarchies, see the chapter on

global accounts in Siebel Applications Administration Guide.

Enabling or Disabling Application-Specific Features

You can enable or disable the Siebel E-Commerce-specific features, Siebel E-Support-specific

features, and Siebel Chat-specific features in your Siebel Self

Self Serv ECom

Documents

Transcript of Self Serv ECom