Introduction to Siebel

1. Introduction to Siebel

2. Objectives After completion of this training module you will be able to: • Identify the main uses of the Siebel application • Identify the differences in Siebel Production and Siebel Training environments. • Login to the Siebel application. • Identify the various Siebel screen components. • Log out of Siebel.

3. What is Siebel? Siebel is a Customer Relationship Management Software Product Suite. It is a foundation that companies build on to create a customized system for managing all consumer interactions, and providing superior consumer service.

4. How is Siebel Used? Jarden Consumer Solutions uses Siebel to reference information that is recorded by many different departments. Email response Call Capture Marketing Order Processing

5. How is Siebel Used? Departments that use Siebel and will reference your information are: Marketing & Consumer Services Contact Center Distribution Center Product development and promotional improvements. To complete or solve various order issues. Additional or follow- up contacts. Product enhancements Quality

6. Siebel Websites Jarden Consumer Solutions has two websites that utilize the Siebel application. One is the production site that is the “live” site used for managing all customer interactions. The URL for the production site is: https://consumerservice.jardenstore.com/callcenter_enu/start.swe

7. Siebel Websites The other site is the Siebel Training website used for training. The URL for this site is: http://siebel.sunbeam.com/tst/start.swe The Siebel Training site is what we will utilize in the classroom.

8. Siebel Websites On the Bulletin Board page of Knowledgebase, aka Convergys eService Solutions, the Docs and Web Apps drop-down has links to both the Production and Training applications in the Web Applications section.

9. Logging in to Siebel Production Step #1 - Open Microsoft Explorer. Go to favorites. Click on Siebel URL or click on the icon on the desktop. This is the production application. https://consumerservice.jardenstore.com/callcenter_enu/start.swe

10. Logging in to Siebel Production Step #2 - On the Log On screen, type <USER ID> and press <TAB>. Type the <PASSWORD> and press the arrow. Note: Siebel ID’s may vary from the normal format depending on if the ID is already in use. • NEW USERS: • User ID: First initial and last name in all CAPITAL LETTERS • Password: Must be more than 8 characters and at least contain 3 of the following: • One number • One capital letter • One special character (!@#$%^&*) • One uppercase letter • One lowercase letter

11. Logging in to Siebel Training Step #1 - Open Knowledgebase. Mouse over the Web and Doc Apps link. Click on the Siebel Training link. http://siebel.sunbeam.com/tst/start.swe

12. Logging in to Siebel Training Step #2 - On the Log On screen, type <USER ID> and press <TAB>. Type the <PASSWORD> and press the arrow. For Training use: ID: CSR1 Password: csr1

13. Siebel Opening Screen Siebel will load and the main Siebel screen will be displayed.

14. Log In Security Important for Production Siebel: Only use your own login, and keep your password private. Do not allow someone else to use your login. Siebel uses logins to determine your visibility and track the changes you have made in the system.

15. Questions? 1. What is Siebel used for? 2. What will your User ID be on the floor?

16. The Siebel Tool Bar • The Siebel Screen has many different components to it. The Siebel tool bar works in the same way as a Web Browser bar. Some function keys are: • History list • Backwards and forward arrows • A thread bar • Query buttons Tool Bar

17. The Siebel Tool Bar Access to these functions vary on access levels.

18. The Siebel Screen Components The Siebel Screen has many other components to it. Screen Bar View Bar Form Applet List Applet

19. The Siebel Screen Bar The Siebel Screen Bar is used to navigate between the screens used by Jarden Consumer Solutions to service our consumers. By clicking on the screen name tabs, you can navigate quickly from screen to screen. The highlighted screen tab (in this case “Service”) is the active screen. Note: To retain the consumer information, it is preferable to work within the Applet on a particular screen. Selecting another tab on the Siebel Screen Bar can cause you to lose the consumer information. Tabs may vary depending on access levels.

20. The Siebel View Bar The Siebel View Bar The View Bar, located just under the Screen Bar, is there to inform you of your present view, and the active applet which you are using. The view that is highlighted (in this case “Call Entry”) is the active view. Views may vary depending on access levels.

21. The Siebel Form Applet: Call Entry The form applet is a series of fields that enable you to enter information quickly and in a set order such as consumer name, product information and contact reasons.

22. The Siebel Form Applet: Call Entry - Bedding Notice Call Entry and Call Entry – Bedding are different from each other.

23. Siebel List Applet: Service Requests List A list applet allows you to view a lot of information quickly. In this instance the service request list lets you know the most recent service requests that have been entered into the Siebel System.

24. Service Requests List: Query You can also query for a certain Service Request (SR) by using the query button and filling in the necessary fields to complete your search. When an applet is in use, the border is highlighted in blue. When inactive, the border is gray.

25. Logging Out of Siebel You must log out of the Siebel system to end your session. Click on File on the tool bar, and move the cursor down to Log Out, and click. Your session is ended. Shortcut Use the keystrokes Cntl+Shift+X

26. Objectives Review After completion of this training module you will be able to: • Identify the main uses of the Siebel application. • Identify the differences in Siebel Production and Siebel Training environments. • Login to the Siebel application. • Identify the various Siebel screen components. • Log out of Siebel.