DOC

GCM

By Glenn Murphy,2014-05-18 01:11
9 views 0
GCM

INTRODUCTION

    Scope

    This document describes standard navigation within GCM as well as basic Siebel features and functions.

    Responsibility

    These features are available to all GCM users.

    Introduction

    Global CRM, or GCM, is the corporate CRM application based on Siebel technology (Siebel CRM 8.0). The Sales, Marketing and Partner modules have been implemented to be used by our internal and external organisations as of January 2008.

Terminology used throughout this document:

GSI Global Single Instance (the back end financial environment)

    GCM Global Customer Management (the front end sales environment)

    R2L2O Response to Lead to Opportunity (the track looking specifically at the lead

    management processes within and between Marketing and Sales). O2O Opportunity to Order (the track looking specifically at the Quoting and Contracts

    process from Opportunity to Order).

    CM Campaign Members (contacts uploaded into GCM by Sales or Marketing). PRM Partner Relationship Management (partner interfacing GCM application). LOV List of Values (the picklist of values from which you can select). MVG Multi Value Group (the picklist of values from which you can select multiple

    values).

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 1 of 28 Rev 1

TABLE OF CONTENTS

    Access ..................................................................................................................................................... 3 Browsers ................................................................................................................................................. 3 Clearing Cache ....................................................................................................................................... 3 Positions ................................................................................................................................................. 4 Main Screens .......................................................................................................................................... 5 Views........................................................................................................................................................ 8 Tab Layout .............................................................................................................................................. 11 Columns .................................................................................................................................................. 12 Pre-Defined Queries .............................................................................................................................. 14 Quick Search .......................................................................................................................................... 14 List View Query ...................................................................................................................................... 15 Forms View Query ................................................................................................................................. 16 Saved Queries ........................................................................................................................................ 16 Query Assistant ..................................................................................................................................... 17 Mass Update ........................................................................................................................................... 20 Copy Record ........................................................................................................................................... 20 Transfer Opportunity ............................................................................................................................ 21 Templates................................................................................................................................................ 23 Notes ........................................................................................................................................................ 24 Audit Trail................................................................................................................................................ 25 Notifications ........................................................................................................................................... 26 Territories................................................................................................................................................ 26 Hints & Tips ............................................................................................................................................ 28

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 2 of 28 Rev 1

    Access

To gain access to GCM, submit a request via the New Access Template.

    Browsers

    Internet Explorer is the only supported browser to be used with GCM. Other browsers will not provide optimal performance. Users may experience issues with basic functionality and/or the application may not run.

    Note: If users experience issues utilizing the GCM application on a browser other than Internet Explorer, they may be asked to try again using IE before the SR is progressed.

    Clearing Cache

    Clearing the Internet Explorer Browser Cache in the Siebel application is often an effective first step in troubleshooting access or performance issues not related to login credentials. Often referred to as “clearing the cache”, the steps below should take just a few minutes and will

    normally improve performance and other minor issues. This exercise should be performed bi-monthly, or as often as needed, for optimal performance.

    ; Close all Internet Explorer windows/sessions.

    ; Navigate to Start -> Control Panel -> Internet Options.

    o General Tab -> Press the Delete Files button and click OK.

    o General Tab -> Press the Delete Cookies button.

    o General Tab -> Click on the Settings button.

    ; Click the View Objects button.

    o Delete all Objects with "Siebel" in the name (if you can't delete some objects,

    reboot and try again).

    o Close the Downloaded Program Files window that was opened to delete the

    objects.

    ; Click OK on the Settings box.

    ; Click the Security Tab -> Trusted Sites -> Sites.

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 3 of 28 Rev 1

    ; Verify that *.Siebel.com is listed. If not, do the following:

    ; Remove the checkbox for Require server verification (https: )….

    ; Add *.siebel.com to the Trusted Sites zone and press the Add button.

    ; Click OK, and then OK again to close the Internet Options box.

    ; Log in again.

    o Note: If you encounter a dialogue box(es) requesting permission to download any

    Siebel Helper Applications or Plugins, please press Yes.

    Positions

Definition of Positions

    Positions are derived from GSI (OracleSales/Telesales) Sales Groups and reflect your position in the sales hierarchy. The position naming convention is as follows:

    Global ID-Role-GSI Sales Group

Eg. WMCCASKI-Sales Manager-TECH_ANZ_AU_NSW_Team1

     EKNOTT-Tech Sales Rep-TECH_ANZ_AU_NSW_Team1

    You can verify what position youre signed in as by referring to the Active Position message on

    the Homepage. You can also verify by going to the Change Positions screen.

Multiple Positions

    As positions determine your place in the sales hierarchy, you may find that you own more than one position. For example, an ANZ rep looking after both the Australian and New Zealand territories will have both an AU position rolling up the AU sales hierarchy as well as a NZ position rolling up the NZ hierarchy. Both these positions would roll up into the ANZ parent position.

    Changing Positions

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 4 of 28 Rev 1

    If you belong to more than one position, you will need to change positions when working in the GCM application. If you do not change positions, you will not see data appropriate for your position. For example, when signed in with the Australian position, you will not see your New Zealand opportunities.

    ; Click Tools.

    ; Select User Preferences.

    ; Click on the Change Position link bar.

    ; Highlight the position you wish to log in with.

    ; Click Change Position.

Note: When the page refreshes, the Active Position tick will be against the selected position.

Read Only Flag indicates against which positions you have read-only access.

    Primary Position indicates your default position upon signing into the GCM application.

    Note: If you create a lead/oppty under the wrong position, this can be easily rectified by changing the position assigned against your name on your revenue line as well as sales team.

    Main Screens

    There are six main screens that users will utilize on a regular basis. They are as follows:

    ; Homepage Dashboard

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 5 of 28 Rev 1

    o Central homepage and default page upon logging into GCM. Users will see their

    Activities, Campaigns, Leads/Opportunities, and Calendar. This page can be

    modified to enable the user to change the layout of the page as well as areas to

    display or hide.

    ; Accounts Tab

    o Accounts Home where Frequently View Accounts and Recent Records can be

    viewed and accessed. There is also a Quick Search functionality on this page. ; Contacts Tab

    o Contacts Home where Frequently View Contacts and Recent Records can be

    viewed and accessed. There is also a Quick Search functionality on this page. ; Campaigns Tab

    o Campaign Members List View, where all CMs can be viewed and accessed.

    Quick access to the corresponding Campaign is possible from this page.

     Note: To be used by IC, DGC, BDC and BDMs only.

    ; Opportunities Tab

    o Opportunities Home where Frequently View Opportunities and Recent Records

    can be viewed and accessed. There is also a Quick Search functionality as well as

    shortcut links to other applications/portals outside of GCM.

    ; Revenues Tab

    o Revenues List View, where all revenue lines can be viewed and accessed. ; Forecast Tab

    o Forecast List View, where all previously submitted forecasts can be accessed and

    where new forecasts can be submitted.

    To modify your settings:

    ; Click Edit Layout to modify the display settings.

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 6 of 28 Rev 1

    ; Modify your settings:

    o Expand, Collapse, Move Up, Move Down, Show, Hide

    ; Once your settings have been modified, click Done to save the changes.

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 7 of 28 Rev 1

    Views

    There are five different views that users will utilize on a regular basis. They are as follows:

    ; Home or Home Page

    o Central homepage for the Home, Accounts, Contacts and Opportunities tabs.

    ; List View or List Applet

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 8 of 28 Rev 1

    o Displays multiple opportunities in a list format.

    ; Forms View or Forms Applet

    o Displays a single opportunity in a form format.

    ; Tabs and Subtabs

    o Various tabs for each area of the application and subtabs within each of these tabs.

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 9 of 28 Rev 1

    ; Site Map

    o Screen of quick links that that allow you to navigate to other parts of the

    application (often not displayed via a default link).

     Copyright ? Oracle, 2007. All rights reserved.

    Introduction Introduction.doc

    Effective Page 10 of 28 Rev 1

Report this document

For any questions or suggestions please email
cust-service@docsford.com