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Siebel PartnerRelationshipManagementAdministration GuideSiebel Innovation Pack 2013Version 8.1/8.2September 2013
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ContentsSiebel Partner Relationship Management Administration Guide 1Chapter 1: What’s New in This ReleaseChapter 2: About Siebel PRMWhat Is Siebel PRM?Siebel PRM Portal1920Siebel PRM Portal Login Page 20Siebel PRM Portal Screens 21Siebel PRM Manager22Screens Shared by the Siebel PRM Manager and Other Siebel Business ApplicationsScreens That Are Specific to the Siebel PRM Manager 23Supported Browsers2324Siebel PRM Mobile Web ClientSiebel PRM Wireless Client2525Chapter 3: Setting Up Siebel PRMInstalling Siebel PRM27Activating Workflows for Siebel PRM28Configuring High Interactivity for Siebel PRMConfiguring Siebel PRMPersonalizing Siebel PRM303132Setting Up Siebel PRM Web Services32Setting Up Oracle Business Intelligence for Siebel PRMProcess of Setting Up Siebel PRM3333Setting Up the Organization Structure for Siebel PRM 34Defining Partner Responsibilities 36Setting Up Access Groups and Categories for Siebel PRM 38Creating Price Lists for Siebel PRM 39Setting Up Automatic Routing of Information for Siebel PRM 39Adding Partner Companies and Employees 40Creating CHAMP Metrics 40Siebel Partner Relationship Management Administration Guide Version 8.1/8.23
Contents Configuring Visibility for Siebel PRM41About Visibility Enhancements in Siebel PRMConfiguring Visibility 41Siebel Partner Web Services4143Siebel Tools for Partner Web Services44Chapter 4: Setting Up Application Services Interfaces forSiebel PRMAbout Application Services Interfaces and Siebel PRMAbout Setting Up ASIs for Siebel PRM4748Setting Up Opportunity Transfer for Siebel PRM 48Setting Up Shopping Cart Transfer for Siebel PRM 53General Setup for ASIs for Siebel PRM 57Opportunity Transfer WorkflowsShopping Cart Transfer Workflows5877Transfer Cart Outbound Initial Workflow 79Transfer Cart Outbound Request Process Workflow 80Transfer Cart Outbound Create Header Process Workflow 81Transfer Cart Outbound Create and Append Process Workflow 82Transfer Cart Outbound Receive Acknowledgment Process WorkflowTransfer Cart Inbound Receive Process Workflow 84Transfer Cart Inbound Create Cart Process Workflow 85PRM ANI Inbound Create Account Process Workflow 86Transfer Cart Inbound Create Contact Process Workflow 87Transfer Cart Inbound Create Quote Process Workflow 88PRM ANI Inbound Addressing Change Process Workflow 89Business Services Used by Siebel PRM ASIs8389Append Hierarchy Method 91Create Empty Hierarchy Method 91Generate Key Method 92Get Child Type Method 92Get Hierarchy Value Method 92Get System Preference Method 93Isolate Integration ID Method 93Load Child Hierarchy Method 93Parse Key Method 94Query Business Component Method 94Detach Hierarchy Method 95Set Child Type Method 95Set Hierarchy Value Method 964Siebel Partner Relationship Management Administration Guide Version 8.1/8.2
Contents Chapter 5: Working with New PartnersAbout Partner Registration and EnrollmentThe Siebel PRM Portal Home Page9798Providing Information for Public Users of Siebel PRMSetting Up a Partner Company IdentifierAbout Applying for User IDs9899100Registering for a User ID (Partner Employee) 100Applying for Partnership (Company) 101Registering for a User ID (Partner Employee) for Siebel Open UIApplying for Partnership (Company) for Siebel Open UI 101Configuring the Individual Partner Homepage 102Controlling Individual Partners’ Access to Data 102Thanking Individual Partners for Registering 104About Enrolling New Partner Companies101104Process of Enrolling a New Partner Company105Displaying and Assessing Prospective Partner Companies 106Adding a Partner Record by Qualifying a Partner Company 107Registering the Partner Company 107Assigning Responsibilities to the Partner Company 110Assigning Positions to the Partner Company 110Assigning Master Data to the Partner Company 111Adding User Assignments at the Partner Company 113Contacting the New Delegated Administrator 114Adding Locations for the Partner Locator 114Completing the Partner Profile 116Other Ways of Adding Partner Records 117Delegated Administration for Partners121Delegated User Administration for Partners 122Delegated Catalog Administration for Partners 125Delegated Communication Administration for Partners126Chapter 6: Working with Partner ProgramsAbout Partner Programs129Process of Setting Up Partner Programs130Creating Partner Programs 130Specifying Partner Program Approval Method 132Associating Entitlements with Partner Programs 132Setting Up Partner Program Applications 133Siebel Partner Relationship Management Administration Guide Version 8.1/8.25
Contents Adding Literature to Partner Programs 133Setting Up Related Partner Programs 134Setting Up Partner Program Tier Groups 134Setting Up Partner Program Catalogs 135Making Programs Visible to Partners 136Eligibility Administration for Partner Programs137Creating a Partner Programs Eligibility List Manually 137Creating a Partner Programs Eligibility List Using Oracle Business Intelligence Data load138Applying to Partner Programs (Partner)144Process of Reviewing Applications to Partner Programs145Accepting a Partner Program Application 145Reviewing Application Inbox Information 146Adding Program Entitlements to Partner Agreements 148Approving a Partner Program Application 149Rejecting a Partner Program Application 150Notifying Partner of Application Approval by Email 150Partner Program Administration150Updating Partner Program Membership Records 150Performing Mass Updates of Partner Programs 151Associating MDF Programs with Existing Partner ProgramsAdding Agreements with Partner Program Members 153Terminating a Partner Program Membership 154Partner Program Membership Renewal 154Partner Program Workflows153155Chapter 7: CHAMP PlanningAbout CHAMP Planning157Scenario for CHAMP Planning157Process of Using the Siebel PRM CHAMP Planning ModuleCreating CHAMP Metrics 161Creating Partnership Initiatives 163Creating Partner Plans 165Adding Notes to the Plan 172Approving the Plan Jointly with the PartnerExecuting the CHAMP Plan 173Evaluating Partner Performance 174Reviewing Partner Performance 1766158173Siebel Partner Relationship Management Administration Guide Version 8.1/8.2
Contents Chapter 8: Sharing Data with PartnersAbout Transactional and Master Data177Sharing Transactional Data with Partners177Assigning Opportunities to a Partner 178Viewing a Partner’s Opportunities 179Assigning Service Requests to a Partner 180Viewing Partner Service Requests 182Assigning Customer Accounts to a Partner 182Assigning Contacts to a Partner 184Assigning Activities to a Partner 185Viewing a Partner’s Quotes 186Assigning an Order to a Partner Employee 187Assigning Assets to Partners 188Assigning Inventory to Partners 189Sharing Files with Partners 190Process of Sharing Master Data with Partners191Creating Categories and Access Groups 192Adding Partner Companies to Access Groups 192Adding Master Data to Categories 193Assigning Price Lists to Partner Companies 195Chapter 9: Managing Sales with Siebel PRMAbout Managing Sales with Siebel PRMExamples for Partner-Led Sales197197Example of Brand Owner Creating Opportunities and Assigning Them to Partners 198Example of Brand Owner Creating Opportunities and Transferring Them to Partners 201Example of Partners Creating and Working on Opportunities 203Examples for Collaborative Selling205Example of Brand Owner Creating Opportunities and Brand Owner and Partner WorkingTogether on Them 206Example of Partner Creating Opportunities and Brand Owner and Partner WorkingTogether on Them 208Example of Partner Creating Opportunities and Assigning Them to Brand Owner 210Example of a Customer Transferring a Shopping Cart From the Brand Owner’s Web Site toa Partner 212Opportunity Management Workflows213Examples for Forecasting Partner Revenue214Example of the Brand Owner Creating a Direct Quarterly Forecast of All Partner Revenue214Siebel Partner Relationship Management Administration Guide Version 8.1/8.27
Contents Example of the Brand Owner Creating a Direct Annual Forecast of Revenue for One PartnerOrganization 217Example of the Brand Owner Creating a Rollup Forecast of Annual Revenue for a PartnerOrganization 217Example of the Brand Owner Forecasting Revenue for All Partners that a Partner ManagerOversees 220Examples of Partners Forecasting Their Revenue Without the Brand Owner ViewingForecasts 222Example of the Channel Manager Creating a Direct Partner Forecast SeriesExample of Multiple Partner Employees Creating Rollup Forecasts 223Using Presentations and Proposals223223Chapter 10: Managing Service Requests with Siebel PRMAbout Managing Service Requests with Siebel PRM225About Managing Customer Service Requests with Siebel PRMExamples for Partner-Led Customer Service225226Example of the Partner Receiving Service Requests and Logging Them for TrackingPurposes 226Example of the Brand Owner Receiving Service Requests and Assigning Them to thePartner 229Examples for Collaborative Customer ServiceExampleOwnerExampleOwner231of the Partner Logging Service Requests and Working on Them with the Brand231of the Partner Logging Service Requests and Transferring Them to the Brand233Examples of Field Service with Siebel PRM235Example of the Brand Owner and Partner Managing Inventory 235Example of the Partner Responding to Service Requests for Assets 238About Managing Partners’ Service Requests240Solutions and SmartScripts with Siebel PRM241Scenario Using Solutions and SmartScripts to Help Partners 241Making Solutions Available to Partners 242Making Troubleshooting or Instruction SmartScripts Available to Partners243Chapter 11: Managing Marketing Campaigns with SiebelPRMAbout Managing Marketing CampaignsCollaborative Marketing with Partners245245Planning Collaborative Marketing Campaigns8245Siebel Partner Relationship Management Administration Guide Version 8.1/8.2
Contents Managing Collaborative Marketing CampaignsAbout Marketing to Partners246248Creating and Executing Campaigns for Marketing to PartnersMaking Campaign Offers to Partners 249Marketing by Your Partners248249Chapter 12: Managing Partner CommerceAbout Partner Commerce251Setting Up Partners for Standard, Power, and Personal CommerceAbout Standard Partner Commerce251252Partners Shopping for Themselves 253Partners Shopping for Customers 253Disabling Partner Commerce Workflows256Removing the PRM Portal Shopping Cart Toolbar257Chapter 13: Partner-to-Partner CollaborationAbout Partner Collaboration259Example of Partner CollaborationAbout Siebel Projects260264Example of Using Siebel Projects for Partner-To-Partner Collaboration265Chapter 14: Managing Design ProgramsAbout Design Programs269About Design Program Users269Scenario for a Partner or Distributor Creating a Design ProgramScenario for a Vendor Creating a Design ProgramRoadmap for Managing a Design ProgramProcess of Setting Up a Design ProgramCreating a Design Program 274Creating a Design Opportunity 275Creating a Design Registration 276Approving a Design Opportunity 276Approving a Design Registration 276270272272272Chapter 15: Working with Special Pricing AuthorizationAbout Special Pricing Authorization279Siebel Partner Relationship Management Administration Guide Version 8.1/8.29
Contents Scenario for Initiating an SPA Request279Process of Setting Up Special Pricing Authorization280Setting Up the SPA Approval Flow 280Activating HTIM SPA Workflows 281Setting Up Price Lists 281Assigning a Price List to a Partner 281Process of Managing SPA Quotes and ClaimsSubmitting an SPA Quote 282Reviewing and Approving SPA QuotesSubmitting an SPA Claim 285Validating an SPA Claim 288About SPA Workflows282284288SPA Quote Approval Workflow 289SPA Validate Claim Items Workflow 291Chapter 16: Working with Deal RegistrationsAbout Deal Registrations295Scenario for Registering a Deal295Setting Up the Deal Registration Approval FlowSubmitting a Deal RegistrationApproving a Deal Registration296297297Chapter 17: Using Market Development FundsAbout Market Development Funds299Process of Working with a Market Development Fund299Making Market Development Funds Visible to Partners 300Creating Market Development Funds 300Setting Up Fund Approval Authorization 306Changing the Partner Manager Field 307About Fund Request Lists 307Initiating a Fund Request 307Adding Attachments, Activities, and Activity Plans to MDF RequestsViewing Fund Requests for a Partner Company 311Reviewing a Fund Request 311Viewing a Fund’s Checkbook 313The Advanced MDF Option314Overview of Advanced MDF OptionKey Features of MDF Management10309315315Siebel Partner Relationship Management Administration Guide Version 8.1/8.2
Contents Scenario for MDF Management 316Process of Setting Up MDF Programs 317Creating an MDF Program and Program Account 319Adding a Credit to a Program Account 320Creating a Preapproval 322Reviewing a Preapproval 324Creating a Claim 325Reviewing a Claim 326About MDF Debits 327HTIM MDF Period Ending Process Workflow 329Chapter 18: Managing Your PartnersAbout Tracking Partner Information331Using the Partner and Partnership Profile 331Entering Partner Management Activities 335Entering Partner Agreements 337Adding Partner Company Attachments 337Entering Partner Contacts 338Entering Partnership Contacts 339Adding Notes About a Partner Company 339Creating a Partner Company Organization ChartUploading Partner Logos 341Process of Certifying Your Partners340342Creating Certification Metrics 343Creating Certification Templates 344Associating Certifications with a Partner Company 345Recording Partners’ Progress 346Checking a Partner’s Progress 347Displaying Certified Partners 347Displaying Certifications Across Partners 347Configuring Autopopulation of Partner Certification CriteriaAbout Communicating with Your Partners348348Using Partner Alerts 349Using Siebel Briefings, Content Services, and Content BrokerAdministering Partner Satisfaction Surveys 352351Chapter 19: Reporting on Partner PerformanceAbout Partner Performance and Reporting355Using CHAMP Planning and Partner Performance ReportsUsing Assessments to Evaluate Partner Performance356357Siebel Partner Relationship Management Administration Guide Version 8.1/8.211
Contents Using Siebel PRM Reports358Oracle Business Intelligence Enterprise Edition Partner Reports359Siebel Partner Analysis 360Viewing Available Oracle Business Intelligence Enterprise Edition ReportsSiebel Portal Analytics 361361Chapter 20: Siebel Agent PortalAbout Siebel Agent Portal363Differences of Agent Portal from Siebel PRM364Differences in the Partner Portal and Partner ManagerAdding New Partners364366Sharing Data with Partners367Viewing a Partner’s Call Reports 367Assigning Claims to a Partner 368Viewing a Partner’s Policies and Quotes 369Assigning Households to an Agent 370Managing Sales, Service, Marketing and Partner CommerceManaging Your Partners371371Added Views in the Partner ScreenThe Added Agents Screen 374371Chapter 21: Siebel PRM for FinanceAbout Siebel PRM for Finance377Differences of Siebel PRM for Finance from Siebel PRM378Differences in the Partner Portal and Partner Manager378Adding New Partners379Sharing Data with Partners380Managing Sales, Service, Marketing and Partner CommerceManaging Your Partners381382Chapter 22: Siebel Healthcare Provider PortalAbout Siebel Healthcare Provider Portal383Overview of Healthcare Provider Portal from Siebel PRMDifferences in the Partner Portal and Partner ManagerAdding New Partners12384384385Siebel Partner Relationship Management Administration Guide Version 8.1/8.2
Contents Sharing Data with ms with Healthcare Providers 387Information About Healthcare Facilities 387Members with Healthcare Providers 388Information about Healthcare Providers 389Referrals and Authorizations with Healthcare ProvidersManaging Sales, Service, Marketing and Partner CommerceManaging Your Partners389390390Chapter 23: Siebel Service Provider PortalAbout Siebel Service Provider Portal391Differences of Service Provider Portal from Siebel PRM392Differences in the Partner Portal and Partner Manager392Adding New Partners393Sharing Data with Partners394Managing Sales, Service, Marketing and Partner CommerceManaging Your Partners395396Sections that Do Not Apply396Chapter 24: Siebel Group PortalAbout Siebel Group Portal397Differences of Siebel Group Portal from Siebel PRM398Differences in the Partner Portal and Partner ManagerUsing the Group Administrator RoleAdding New Partners398399400Sharing Data with Partners401Sharing Group Policies with the Employer GroupsSharing Information About Facilities 402Viewing Information About Group Members 403Viewing Information About Providers 404Facility Locator and Provider Locator 404401Managing Sales, Service, Marketing and Partner CommerceManaging Your Partners405405Sections that Do Not Apply406Siebel Partner Relationship Management Administration Guide Version 8.1/8.213
Contents Chapter 25: Siebel PRM for Communications,Media, and EnergyAbout Siebel PRM for Communications, Media, and EnergyDifferences of Siebel PRM for CME from Siebel PRMSupport for Complex Account StructuresSupport for Complex Ordering Process408408409Association of Agreements with Orders or Service ItemsSupport for Credit Management410Support for Fraud Management411407410Chapter 26: Siebel PRM for Consumer GoodsAbout Siebel PRM for Consumer GoodsPartner Company Setup413Your Work with Partners414413High Interactivity and Standard Interactivity414Chapter 27: Siebel Cross-Industry PRMAbout Siebel Cross-Industry PRM415Differences of Siebel Cross-Industry PRM from Siebel PRM415Chapter 28: Siebel Public Sector Provider PortalAbout Managing Public Sector Service Providers417Differences Between Siebel Public Sector and Siebel PRM418Scenario for Using Siebel Public Sector to Work with Service Providers421Tasks for Setting Up Siebel Public Sector to Work with Service ProvidersIntegrating Siebel Public Sector Provider Portal with External ApplicationsModifying Lists of Values for Managing Public Sector Providers 422Creating Products for Public Sector Service Providers 424Creating Price Lists for Public Sector Service Providers 424Process of Setting Up New Service Providers425Adding New Service Providers to Siebel Public Sector 425Adding Users of Siebel Public Sector Provider Portal (Service Provider)Managing Service Provider Profiles 428Managing Service Provider Profiles (Service Provider) 429Specifying Price Lists for Service Providers 43014421422428Siebel Partner Relationship Management Administration Guide Version 8.1/8.2
Contents Adding Agreements with Service Providers 430Adding the Initial Inventory for Service Providers431Process of Referring Benefits Cases to Service Providers433Creating Referral Orders for Benefits 433Submitting Referral Orders 435Accepting or Rejecting Referrals (Service Provider) 435Managing Inventory for Accepted Referral Orders (Service Provider)Checking the Status of Referrals 436Agency Tasks436437Adding Addresses for Service Providers 437Viewing and Updating Referral Orders 437Sharing Information About Cases with the Service ProviderService Provider Tasks438438Managing Inventory (Service Provider) 439Viewing Referral Orders (Service Provider) 439Viewing Agreements (Service Provider) 440Viewing Cases (Service Provider) 440Sharing Information About Cases with the Agency (Service Provider)Workflow Reference for Siebel Public Sector Provider PortalPUB Create Order Workflow 443SWIPUBSendOrder Workflow 444PUB Create Asset From Agreement Item Workflow440443445IndexSiebel Partner Relationship Management Administration Guide Version 8.1/8.215
Contents 16Siebel Partner Relationship Management Administration Guide Version 8.1/8.2
1What’s New in This ReleaseWhat’s New in Siebel Partner Relationship ManagementAdministration Guide, Version 8.1/8.2Table 1 lists the changes described in this version of the documentation to support this release of thesoftware. The new features described in Table 1 are available in Siebel CRM version 8.1.1.11, SiebelCRM version 8.2.2.4, and later.Table 1.New Product Features in Siebel Partner Relationship Management Administration Guide,Version 8.1/8.2TopicDescription“Siebel PRM Portal Login Page” onpage 20Updated topic. Added a note that Siebel Partner Portal Open UIuses a different URL.“Installing Siebel PRM” on page 27Updated topic. Added a note that Siebel Partner Portal must beenabled when using Siebel Open UI.“Activating the RegistrationWorkflows” on page 28Updated topic. Added the Siebel Partner Portal Open UI UserRegistration workflows that must be activated.“Configuring High Interactivity forSiebel PRM” on page 30Updated topic. Added a note that configuring high interactivityfor Siebel PRM does not apply to Siebel Partner Portal Open UIas Siebel Partner Portal Open UI supports high interactivity bydefault.“Registering for a User ID (PartnerEmployee) for Siebel Open UI” onpage 101Updated topic. Updated procedures for Siebel Open UI.“Applying for Partnership(Company) for Siebel Open UI” onpage 101Updated topic. Updated procedures for Siebel Open UI.Siebel Partner Relationship Management Administration Guide Version 8.1/8.217
What’s New in This Release What’s New in Siebel Partner Relationship ManagementAdministration Guide, Version 8.1Table 2 lists the changes described in this version of the documentation to support this version of thesoftware.Table 2.Documentation changes in Siebel Partner Relationship Management AdministrationGuide, Version 8.1TopicDescription“Shopping for Customers UsingPower Partner Commerce” onpage 254Updated topic. Added a note that Siebel PRM supports bulkrequests.What’s New in Siebel Partner Relationship ManagementAdministration Guide, Version 8.2Table 3 lists the changes described in this version of the documentation to support version 8.2 of thesoftware.Table 3.Documentation changes in Siebel Partner Relationship Management AdministrationGuide, Version 8.2TopicDescriptionChapter 28, “Siebel Public SectorProvider Portal”New Chapter. It describes the use of Siebel PRM to manageservice providers in the public sector.18Siebel Partner Relationship Management Administration Guide Version 8.1/8.2
2About Siebel PRMThis chapter is a general overview of the capabilities of Oracle’s Siebel PRM. It summarizes thefunctionality of the Siebel PRM Manager and the Siebel PRM Portal, and it discusses supportedplatforms. It includes the following topics: What Is Siebel PRM? on page 19 Siebel PRM Portal on page 20 Siebel PRM Manager on page 22 Supported Browsers on page 24 Siebel PRM Mobile Web Client on page 25 Siebel PRM Wireless Client on page 25What Is Siebel PRM?Siebel PRM automates and streamlines the relationship between brand owner companies and theirchannel and alliance partners, distributors, resellers, agents, brokers, or dealers.Prospective partners can use Siebel PRM to view information about the brand owner company'spartnership program, and to apply to be partners. The brand owner’s partner manager must approvethe prospective partner’s application, convert the prospective partner into a partner, and give loginaccess to the partner company. The brand owner can add partner employees or can assign this taskto a delegated administrator at the partner company.Then, the brand owner can treat the partner's employees as members of its extended sales andservice team. Using Siebel PRM, you can share opportunities, service requests, accounts, solutions,and other business information with partners in the same way as you do with your own employees.You can either assign this information manually or use Siebel Assignment Manager to assign itautomatically. Siebel PRM also lets you share master data, such as products and solutions, withpartner companies.In addition to letting you share business information, Siebel PRM lets you send alerts, informationabout special promotions, and Web messages to your partners. It also lets you work collaborativelywith your partners to develop plans to meet strategic goals. It helps you and your partners analyzepartnership effectiveness, forecast revenue, manage market development funds, and analyzepartner performance in many ways.Siebel PRM is made up of four applications: The Siebel PRM Portal. This is a portal that partner companies use to share businessinformation with the brand owner and to do some administrative tasks. The Siebel PRM Manager. This is the Siebel Business Application that the brand ownercompany uses to share business information with partners and to manage partners.Siebel Partner Relationship Management Administration Guide Version 8.1/8.219
About Siebel PRM Siebel PRM Portal Siebel Partner Manager Analytics. These tools allow the brand owner to analyze and manageits partners’ performance and its channel go-to-market programs. Siebel PRM Portal Analytics. These tools allow partners to analyze and manage theirperformance.The brand owner company can share business information with partners using Siebel BusinessApplications such as Siebel Sales, Siebel Service, or Siebel Call Center, as well as by using the SiebelPRM Manager. These products are integrated with Siebel PRM, though the other products do notprovide the full functionality of the Siebel PRM Manager.Siebel PRM PortalThe Siebel PRM Portal lets partners communicate, collaborate, and conduct business with the brandowner. It supports joint planning and execution between partners and the brand owner by givingpartners access to market development funds management, opportunity and account management,Commerce selling tools, service request management, and many other tools for doing businesstransactions with the brand owner and customers. The Siebel PRM Portal also provides the partnerwith information such as literature, partner alerts, and news.NOTE: The procedures in this guide assume that you do not use left-hand navigation. However, youcan set up left-hand navigation. For more information about left-hand navigation and aboutimplementing it, see Siebel Fundamentals for Siebel Open UI.Siebel PRM Portal Login PageThe Siebel PRM Portal home and login page is accessible to anyone who enters the URL in a Webbrowser.This home and login page has several function
Siebel Partner Relationship Management Administration Guide Version 8.1/ 8.2 Contents 6 Adding Literature to Partner Programs 133 Setting Up Related Partner Programs 134 Setting Up Partner Program Tier Groups 134 Setting Up Partner Program Catalogs 135 Making Programs Visible to Partners 136 Eligibility Administration for Partner Programs 137
