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COMPLEX ORDER
MANAGEMENT GUIDE FOR
INDUSTRY SOLUTIONS
VERSION 7.0.4, REV A
12-GAVUNV
MAY 2003Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404
Copyright 2003 Siebel Systems, Inc. ©
All rights reserved.
Printed in the United States of America
No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including
but not limited to photocopy, photographic, magnetic, or other record, without the prior agreement and written
permission of Siebel Systems, Inc.
Siebel, the Siebel logo, TrickleSync, TSQ, Universal Agent, and other Siebel product names referenced herein
are trademarks of Siebel Systems, Inc., and may be registered in certain jurisdictions.
Other product names, designations, logos, and symbols may be trademarks or registered trademarks of their
respective owners.
U.S. GOVERNMENT RESTRICTED RIGHTS. Programs, Ancillary Programs and Documentation, delivered
subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer
software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software
Documentation, and as such, any use, duplication and disclosure of the Programs, Ancillary Programs and
Documentation shall be subject to the restrictions contained in the applicable Siebel license agreement. All
other use, duplication and disclosure of the Programs, Ancillary Programs and Documentation by the U.S.
Government shall be subject to the applicable Siebel license agreement and the restrictions contained in
subsection (c) of FAR 52.227-19, Commercial Computer Software - Restricted Rights (June 1987), or
FAR 52.227-14, Rights in Data—General, including Alternate III (June 1987), as applicable. Contractor/licensor
is Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404.
Proprietary Information
Siebel Systems, Inc. considers information included in this documentation and
in Siebel eBusiness Applications Online Help to be Confidential Information.
Your access to and use of this Confidential Information are subject to the terms
and conditions of: (1) the applicable Siebel Systems software license
agreement, which has been executed and with which you agree to comply; and
(2) the proprietary and restricted rights notices included in this documentation.Contents
Introduction
Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-2
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-3
Additional Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
What’s New in This Release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Intro-4
Contacting Siebel Technical Support . . . . . . . . . . . . . . . . . . . . . . . . Intro-5
Siebel Systems Welcomes Your Comments . . . . . . . . . . . . . . . . . . . Intro-7
Chapter 1. Overview of Order Management
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
About Complex Order Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Order Management Life Cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4
Structure Underlying Order Management . . . . . . . . . . . . . . . . . . . . . . . . . 1-5
End-User Activities in Order Management . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Tasks to Set Up and Use Complex Order Management . . . . . . . . . . . . . . . 1-9
Basic Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-15
Customer Service Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-15
Products and Assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-17
Multiple Price Types and Multiple Totals . . . . . . . . . . . . . . . . . . . . . . . . .1-20
Multiple Price Types and Totals in Opportunities . . . . . . . . . . . . . . . . . . .1-21
Quotes and Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-21
Auto Match . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-28
Workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-30
Business Service Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-34
Version 7.0.4, Rev A Complex Order Management Guide for Industry Solutions iiiContents
Chapter 2. Effects of Complex Order Management
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Licensing Combinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4
Product Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6
Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8
Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-9
Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10
Siebel eConfigurator (Server-Based) . . . . . . . . . . . . . . . . . . . . . . . . . . 2-11
Customizable Products Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-11
Base Themes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12
Web Templates for UI Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12
Adding Order Management UI Controls to the Product UI Designer . . . . . 2-14
Recommended Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-16
Siebel eConfigurator (Browser-Based) . . . . . . . . . . . . . . . . . . . . . . . . 2-17
Siebel eAdvisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-17
Siebel ePricer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-18
Pricelist Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Action Codes in Quotes and Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-19
Component-Based Pricing Adjustments . . . . . . . . . . . . . . . . . . . . . . . . . .2-21
Attribute-Based Pricing Adjustments . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-21
Volume Discounts and Promotions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22
Item Factors and Matrix-Based Pricing Factors . . . . . . . . . . . . . . . . . . . . 2-22
Aggregate and Bundling Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-23
Other Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-23
Recommended Practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-24
Chapter 3. Employee Application User Interface
About This Chapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Business Scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Administrative Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
iv Complex Order Management Guide for Industry Solutions Version 7.0.4, Rev AContents
Setting Up a Product With Recurring Prices . . . . . . . . . . . . . . . . . . . . . . . 3-4
Employee End-User Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6
Creating a Quote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
Creating a Quote That Modifies an Asset . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
Ungrouping Quote Line Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-10
Editing Quote Line Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-11
Modifying a Quote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-12
Updating an Opportunity From a Quote . . . . . . . . . . . . . . . . . . . . . . . . . .3-12
Converting Quotes to Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-13
Modifying a Pending Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-15
Submitting an Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-16
Editing Order Line Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-16
Revising a Submitted Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-17
Modifying the Service Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-20
Disconnecting a Service Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-21
Moving a Service to Another Location . . . . . . . . . . . . . . . . . . . . . . . . . . .3-22
Chapter 4. Employee Application Workflows
About Employee Application Workflows . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Employee Application Workflow Descriptions . . . . . . . . . . . . . . . . . . . . 4-5
Generating Revenue Line Items for an Opportunity . . . . . . . . . . . . . . . . . 4-6
Ungrouping Quote Line Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8
Editing Quote Line Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .