Partner Relationship Management Administration Guide


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[1S] iebel CRM
Partner Relationship Management Administration Guide Siebel 2018
E24800-01
April 2018

Partner Relationship Management Administration Guide, Siebel 2018
E24800-01
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Contents
Preface ............................................................................................................................................................... xv
Audience..................................................................................................................................................... xv Documentation Accessibility ................................................................................................................... xv Related Documents ................................................................................................................................... xv Conventions ............................................................................................................................................... xv
1 What’s New in This Release
What’s New in Siebel Partner Relationship Management Administration Guide, Siebel 2018 ...... 1-1 What’s New in Siebel Partner Relationship Management Administration Guide, Siebel Innovation Pack 2017, Rev. A................................................................................................................. 1-1 What’s New in Siebel Partner Relationship Management Administration Guide, Siebel Innovation Pack 2017 ............................................................................................................................... 1-1
2 About Siebel PRM
What Is Siebel PRM? .............................................................................................................................. 2-1 Siebel PRM Portal ................................................................................................................................... 2-2
Siebel PRM Portal Login Page ......................................................................................................... 2-2 Siebel PRM Portal Screens ............................................................................................................... 2-2 Siebel PRM Manager .............................................................................................................................. 2-4 Screens Shared by the Siebel PRM Manager and Other Siebel Business Applications .......... 2-4 Screens That Are Specific to the Siebel PRM Manager ................................................................ 2-5 Supported Browsers ................................................................................................................................ 2-6 Siebel PRM Mobile Web Client ........................................................................................................... 2-6
3 Setting Up Siebel PRM
Installing Siebel PRM ............................................................................................................................ 3-1 Activating Workflows for Siebel PRM ............................................................................................... 3-2
Activating the Registration Workflows ......................................................................................... 3-2 Activating the Commerce Workflows ............................................................................................ 3-2 Activating the Opportunity Management Workflows ................................................................ 3-3 Activating the Partner Program Workflows ................................................................................. 3-3 Configuring Siebel PRM ....................................................................................................................... 3-3 Configuring Online Help ................................................................................................................. 3-4 Personalizing Siebel PRM ..................................................................................................................... 3-4
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Setting Up Siebel PRM Web Services ................................................................................................. 3-4 Setting Up Oracle Business Intelligence for Siebel PRM ............................................................... 3-5 Process of Setting Up Siebel PRM ....................................................................................................... 3-5
Setting Up the Organization Structure for Siebel PRM ............................................................... 3-6 Defining Partner Responsibilities ................................................................................................... 3-8 Setting Up Access Groups and Categories for Siebel PRM ........................................................ 3-9 Creating Price Lists for Siebel PRM ............................................................................................. 3-10 Setting Up Automatic Routing of Information for Siebel PRM ............................................... 3-11 Adding Partner Companies and Employees .............................................................................. 3-11 Creating CHAMP Metrics ............................................................................................................. 3-11 Configuring Visibility for Siebel PRM ........................................................................................... 3-11 About Visibility Enhancements in Siebel PRM .......................................................................... 3-12 Configuring Visibility .................................................................................................................... 3-12
4 Setting Up Application Services Interfaces for Siebel PRM
About Application Services Interfaces and Siebel PRM ................................................................. 4-1 About Setting Up ASIs for Siebel PRM .............................................................................................. 4-2
Setting Up Opportunity Transfer for Siebel PRM ........................................................................ 4-2 Additional Setup Tasks .................................................................................................................... 4-6 Setting Up the Partner ...................................................................................................................... 4-6 Setting Up Shopping Cart Transfer for Siebel PRM ..................................................................... 4-6 Setting Up Web Services for Shopping Cart Transfer ................................................................. 4-7 Assigning a Partner Port for Real-Time Shopping Cart Transfer .............................................. 4-8 Change the PRM Portal Configuration File .................................................................................. 4-9 Global Product Identifiers ................................................................................................................ 4-9 Checking Setup of ATP .................................................................................................................... 4-9 Additional ATP Setup Tasks ........................................................................................................ 4-10 General Setup for ASIs for Siebel PRM ....................................................................................... 4-10 Activate Workflows ....................................................................................................................... 4-10 Assigning D-U-N-S Numbers ...................................................................................................... 4-10 Opportunity Transfer Workflows ..................................................................................................... 4-11 Workflows to Transfer an Opportunity ...................................................................................... 4-11 Workflows to Update an Opportunity ........................................................................................ 4-12 Workflows to Receive an Opportunity Update ......................................................................... 4-13 Update of the Status Field by These Workflows ....................................................................... 4-14 Opportunity Sharing Build Siebel Message ............................................................................... 4-14 Opportunity Sharing External Create ......................................................................................... 4-16 Opportunity Sharing External Query ......................................................................................... 4-17 Opportunity Sharing External Update ........................................................................................ 4-19 Opportunity Sharing Inbound or Outbound ............................................................................. 4-20 Opportunity Sharing Pick Partner ............................................................................................... 4-20 Opportunity Sharing Receive Create Response ......................................................................... 4-21 Opportunity Sharing Receive Update Response ....................................................................... 4-22 Opportunity Sharing Set Update Status ..................................................................................... 4-22 Opportunity Sharing Siebel Create ............................................................................................. 4-23 Opportunity Sharing Siebel Query .............................................................................................. 4-25 Opportunity Sharing Siebel Update ............................................................................................ 4-26
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PRM ANI Inbound Create Account Process .............................................................................. PRM ANI Inbound Addressing Change Process ...................................................................... Shopping Cart Transfer Workflows ................................................................................................. Workflows for Outbound Shopping Cart Transfer ................................................................... Workflows for Inbound Shopping Cart Transfer ...................................................................... Transfer Cart Outbound Initial Workflow ................................................................................. Transfer Cart Outbound Request Process Workflow ............................................................... Transfer Cart Outbound Create Header Process Workflow .................................................... Transfer Cart Outbound Create and Append Process Workflow .......................................... Transfer Cart Outbound Receive Acknowledgment Process Workflow ............................... Transfer Cart Inbound Receive Process Workflow ................................................................... Transfer Cart Inbound Create Cart Process Workflow ............................................................ PRM ANI Inbound Create Account Process Workflow ........................................................... Transfer Cart Inbound Create Contact Process Workflow ...................................................... Transfer Cart Inbound Create Quote Process Workflow ......................................................... PRM ANI Inbound Addressing Change Process Workflow ................................................... Business Services Used by Siebel PRM ASIs ................................................................................. Conventions for Hierarchy Paths ................................................................................................ Methods of the PRM ANI Utility Services ................................................................................. Append Hierarchy Method .......................................................................................................... Create Empty Hierarchy Method ................................................................................................ Generate Key Method .................................................................................................................... Get Child Type Method ................................................................................................................. Get Hierarchy Value Method ....................................................................................................... Get System Preference Method .................................................................................................... Isolate Integration ID Method ...................................................................................................... Load Child Hierarchy Method ..................................................................................................... Parse Key Method .......................................................................................................................... Query Business Component Method .......................................................................................... Detach Hierarchy Method ............................................................................................................ Set Child Type Method ................................................................................................................. Set Hierarchy Value Method ........................................................................................................

4-28 4-28 4-28 4-28 4-29 4-30 4-30 4-31 4-32 4-33 4-34 4-35 4-35 4-36 4-37 4-38 4-39 4-40 4-40 4-40 4-41 4-41 4-42 4-42 4-42 4-42 4-43 4-43 4-43 4-44 4-45 4-45

5 Working with New Partners
About Partner Registration and Enrollment ...................................................................................... 5-1 The Siebel PRM Portal Home Page ..................................................................................................... 5-2 Providing Information for Public Users of Siebel PRM ................................................................. 5-2 Setting Up a Partner Company Identifier ........................................................................................... 5-3 About Applying for User IDs ............................................................................................................... 5-4
Registering for a User ID (Partner Employee) .............................................................................. 5-4 Applying for Partnership (Partner Company) .............................................................................. 5-4 Configuring the Individual Partner Homepage ........................................................................... 5-4 Controlling Individual Partners’ Access to Data .......................................................................... 5-5 Thanking Individual Partners for Registering .............................................................................. 5-7 About Enrolling New Partner Companies ......................................................................................... 5-7 Process of Enrolling a New Partner Company .................................................................................. 5-7 Displaying and Assessing Prospective Partner Companies ....................................................... 5-8

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Adding a Partner Record by Qualifying a Partner Company .................................................... 5-9 Registering the Partner Company .................................................................................................. 5-9 Assigning Responsibilities to the Partner Company ................................................................ 5-11 Assigning Positions to the Partner Company ............................................................................ 5-12 Assigning Master Data to the Partner Company ...................................................................... 5-13 Adding User Assignments at the Partner Company ................................................................ 5-14 Contacting the New Delegated Administrator .......................................................................... 5-15 Adding Locations for the Partner Locator .................................................................................. 5-16 Completing the Partner Profile .................................................................................................... 5-17 Other Ways of Adding Partner Records ..................................................................................... 5-18 Delegated Administration for Partners ............................................................................................ 5-22 Delegated User Administration for Partners ............................................................................. 5-22 Delegated Catalog Administration for Partners ........................................................................ 5-24 Delegated Communication Administration for Partners ......................................................... 5-26
6 Working with Partner Programs
About Partner Programs ......................................................................................................................... 6-1 Process of Setting Up Partner Programs .............................................................................................. 6-2
Creating Partner Programs ............................................................................................................... 6-2 Specifying Partner Program Approval Method ............................................................................ 6-3 Associating Entitlements with Partner Programs ......................................................................... 6-4 Setting Up Partner Program Applications ..................................................................................... 6-4 Adding Literature to Partner Programs.......................................................................................... 6-5 Setting Up Related Partner Programs ............................................................................................. 6-5 Setting Up Partner Program Tier Groups....................................................................................... 6-6 Setting Up Partner Program Catalogs............................................................................................. 6-6 Making Programs Visible to Partners ............................................................................................. 6-7 Eligibility Administration for Partner Programs ............................................................................... 6-7 Creating a Partner Programs Eligibility List Manually ................................................................ 6-8 Creating a Partner Programs Eligibility List Using Oracle Business Intelligence Data Load. 6-8 Applying to Partner Programs (Partner) ........................................................................................... 6-14 Process of Reviewing Applications to Partner Programs .............................................................. 6-15 Accepting a Partner Program Application .................................................................................. 6-16 Reviewing Application Inbox Information ................................................................................. 6-16 Adding Program Entitlements to Partner Agreements ............................................................ 6-18 Approving a Partner Program Application ................................................................................ 6-19 Rejecting a Partner Program Application.................................................................................... 6-19 Notifying Partner of Application Approval by Email ............................................................... 6-19 Partner Program Administration........................................................................................................ 6-20 Updating Partner Program Membership Records ..................................................................... 6-20 Performing Mass Updates of Partner Programs......................................................................... 6-20 Associating MDF Programs with Existing Partner Programs.................................................. 6-22 Adding Agreements with Partner Program Members .............................................................. 6-23 Terminating a Partner Program Membership............................................................................. 6-23 Partner Program Membership Renewal ...................................................................................... 6-23 Partner Program Workflows................................................................................................................ 6-24
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7 CHAMP Planning
About CHAMP Planning ....................................................................................................................... 7-1 Scenario for CHAMP Planning ............................................................................................................ 7-2 Process of Using the Siebel PRM CHAMP Planning Module ....................................................... 7-2
Creating CHAMP Metrics ............................................................................................................... 7-4 Creating Partnership Initiatives ...................................................................................................... 7-5 Creating Partner Plans ...................................................................................................................... 7-7 Adding Notes to the Plan .............................................................................................................. 7-13 Approving the Plan Jointly with the Partner ............................................................................. 7-14 Executing the CHAMP Plan ......................................................................................................... 7-14 Evaluating Partner Performance .................................................................................................. 7-14 Reviewing Partner Performance .................................................................................................. 7-17
8 Sharing Data with Partners
About Transactional and Master Data ................................................................................................. 8-1 Sharing Transactional Data with Partners .......................................................................................... 8-1
Assigning Opportunities to a Partner ............................................................................................. 8-2 Viewing a Partner’s Opportunities ................................................................................................. 8-3 Assigning Service Requests to a Partner......................................................................................... 8-4 Viewing Partner Service Requests ................................................................................................... 8-5 Assigning Customer Accounts to a Partner ................................................................................... 8-6 Assigning Contacts to a Partner....................................................................................................... 8-7 Assigning Activities to a Partner ..................................................................................................... 8-8 Viewing a Partner’s Quotes .............................................................................................................. 8-9 Assigning an Order to a Partner Employee ................................................................................ 8-10 Assigning Assets to Partners ......................................................................................................... 8-11 Assigning Inventory to Partners ................................................................................................... 8-12 Sharing Files with Partners............................................................................................................ 8-13 Process of Sharing Master Data with Partners ................................................................................ 8-14 Creating Categories and Access Groups .................................................................................... 8-15 Adding Partner Companies to Access Groups ........................................................................... 8-15 Adding Master Data to Categories ............................................................................................... 8-16 Assigning Price Lists to Partner Companies ............................................................................... 8-17
9 Managing Sales with Siebel PRM
About Managing Sales with Siebel PRM............................................................................................ 9-1 Examples for Partner-Led Sales............................................................................................................. 9-2
Example of Brand Owner Creating Opportunities and Assigning Them to Partners ............. 9-2 Example of Brand Owner Creating Opportunities and Transferring Them to Partners ........ 9-5 Example of Partners Creating and Working on Opportunities .................................................. 9-7 Examples for Collaborative Selling ...................................................................................................... 9-8 Example of Brand Owner Creating Opportunities and Brand Owner and Partner Working Together on Them 9-9 Example of Partner Creating Opportunities and Brand Owner and Partner Working Together on Them 9-11 Example of Partner Creating Opportunities and Assigning Them to Brand Owner............ 9-13
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Example of a Customer Transferring a Shopping Cart From the Brand Owner’s Web Site to a Partner 9-14 Opportunity Management Workflows ............................................................................................. 9-15 Examples for Forecasting Partner Revenue...................................................................................... 9-16 Example of the Brand Owner Creating a Direct Quarterly Forecast of All Partner Revenue ........ 9-17
Creating the Forecast Series........................................................................................................... 9-17 Creating the Forecast ...................................................................................................................... 9-18 Example of the Brand Owner Creating a Direct Annual Forecast of Revenue for One Partner Organization 9-18 Example of the Brand Owner Creating a Rollup Forecast of Annual Revenue for a Partner Organization 9-19 Example of the Brand Owner Forecasting Revenue for All Partners that a Partner Manager Oversees 9-22 Examples of Partners Forecasting Their Revenue Without the Brand Owner Viewing Forecasts .. 9-23
Example of the Channel Manager Creating a Direct Partner Forecast Series ........................ 9-24 Example of Multiple Partner Employees Creating Rollup Forecasts ...................................... 9-24 Using Presentations and Proposals.................................................................................................... 9-24

10 Managing Service Requests with Siebel PRM
About Managing Service Requests with Siebel PRM ................................................................... 10-1 About Managing Customer Service Requests with Siebel PRM................................................. 10-1 Examples for Partner-Led Customer Service ................................................................................... 10-2
Example of the Partner Receiving Service Requests and Logging Them for Tracking Purposes . 10-2 Example of the Brand Owner Receiving Service Requests and Assigning Them to the Partner ... 10-4 Examples for Collaborative Customer Service ............................................................................... 10-6 Example of the Partner Logging Service Requests and Working on Them with the Brand Owner 10-7 Example of the Partner Logging Service Requests and Transferring Them to the Brand Owner . 10-8 Examples of Field Service with Siebel PRM.................................................................................. 10-10 Example of the Brand Owner and Partner Managing Inventory........................................... 10-10 Example of the Partner Responding to Service Requests for Assets ..................................... 10-12 About Managing Partners’ Service Requests ................................................................................ 10-14 Assigning Service Requests ......................................................................................................... 10-14 Scenario Using Partner Self-Service ........................................................................................... 10-14 Solutions and SmartScripts with Siebel PRM............................................................................... 10-15 Scenario Using Solutions and SmartScripts to Help Partners ................................................ 10-15 Making Solutions Available to Partners .................................................................................... 10-15 Making Troubleshooting or Instruction SmartScripts Available to Partners....................... 10-16

11 Managing Marketing Campaigns with Siebel PRM

About Managing Marketing Campaigns ......................................................................................... Collaborative Marketing with Partners ...........................................................................................
Planning Collaborative Marketing Campaigns .........................................................................

11-1 11-1 11-2

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Managing Collaborative Marketing Campaigns ....................................................................... About Marketing to Partners .............................................................................................................
Creating and Executing Campaigns for Marketing to Partners .............................................. Making Campaign Offers to Partners ......................................................................................... Marketing by Your Partners ...............................................................................................................

11-2 11-4 11-4 11-5 11-5

12 Managing Partner Commerce

About Partner Commerce ................................................................................................................... Setting Up Partners for Standard, Power, and Personal Commerce .......................................... About Standard Partner Commerce ..................................................................................................
Partners Shopping for Themselves .............................................................................................. Partners Shopping for Customers ............................................................................................... Disabling Partner Commerce Workflows ....................................................................................... Removing the PRM Portal Shopping Cart Toolbar .......................................................................

12-1 12-1 12-2 12-2 12-3 12-5 12-6

13 Partner-to-Partner Collaboration

About Partner Collaboration............................................................................................................... Example of Partner Collaboration......................................................................................................
Locating Other Partners and Sending Collaboration Requests (Initiating Partner).............. Accepting the Collaboration Request (Invitee Partner)............................................................. Creating a Collaboration (Initiating Partner) .............................................................................. Adding Resources to the Collaboration (Initiating and Invitee Partner)................................ Sharing Opportunities (Initiating and Invitee Partner)............................................................. Monitoring Their Collaborations (Initiating and Invitee Partner)........................................... Monitoring All Collaborations (Brand Owner) .......................................................................... About Siebel Projects ........................................................................................................................... Example of Using Siebel Projects for Partner-To-Partner Collaboration................................... Creating a New Project (Initiating Partner)................................................................................. Locating Other Partners and Adds Them to this Project (Initiating Partner) ........................ Adding Their Employees to the Project (Initiating and Invitee Partners) .............................. Working Together on the Project (Initiating and Invitee Partners) ......................................... Tracks the Partners’ Work (Brand Owner)..................................................................................

13-1 13-2 13-2 13-3 13-3 13-4 13-4 13-5 13-5 13-5 13-6 13-6 13-6 13-7 13-7 13-8

14 Managing Design Programs

About Design Programs ....................................................................................................................... About Design Program Users........................................................................................................
Scenario for a Partner or Distributor Creating a Design Program............................................... Scenario for a Vendor Creating a Design Program......................................................................... Roadmap for Managing a Design Program......................................................................................
Process of Setting Up a Design Program ..................................................................................... Creating a Design Program ........................................................................................................... Creating a Design Opportunity (Partner).................................................................................... Creating a Design Registration (Partner)..................................................................................... Approving a Design Opportunity ................................................................................................ Approving a Design Registration .................................................................................................

14-1 14-1 14-2 14-3 14-4 14-4 14-5 14-6 14-7 14-7 14-7

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15 Working with Special Pricing Authorization
About Special Pricing Authorization ............................................................................................... 15-1 Scenario for Initiating an SPA Request ........................................................................................... 15-1 Process of Setting Up Special Pricing Authorization .................................................................... 15-2
Setting Up the SPA Approval Flow ............................................................................................. 15-2 Activating HTIM SPA Workflows ............................................................................................... 15-3 Setting Up Price Lists ..................................................................................................................... 15-3 Assigning a Price List to a Partner ............................................................................................... 15-3 Process of Managing SPA Quotes and Claims ............................................................................... 15-3 Submitting an SPA Quote ............................................................................................................. 15-4 Reviewing and Approving SPA Quotes ..................................................................................... 15-5 Submitting an SPA Claim ............................................................................................................. 15-6 Validating an SPA Claim .............................................................................................................. 15-9 About SPA Workflows ........................................................................................................................ 15-9 HTIM SPA Quote Approval Workflow ...................................................................................... 15-9 HTIM SPA Validate Claim Items Workflow ............................................................................ 15-11

16 Working with Deal Registrations

About Deal Registrations .................................................................................................................... Scenario for Registering a Deal .......................................................................................................... Setting Up the Deal Registration Approval Flow ........................................................................... Submitting a Deal Registration .......................................................................................................... Approving a Deal Registration...........................................................................................................

16-1 16-2 16-2 16-3 16-3

17 Using Market Development Funds

About Market Development Funds .................................................................................................. Process of Working with a Market Development Fund ................................................................
Making Market Development Funds Visible to Partners ......................................................... Creating Market Development Funds ......................................................................................... Setting Up Fund Approval Authorization .................................................................................. Changing the Partner Manager Field........................................................................................... About Fund Request Lists.............................................................................................................. Initiating a Fund Request............................................................................................................... Adding Attachments, Activities, and Activity Plans to MDF Requests ................................. Viewing Fund Requests for a Partner Company...................................................................... Reviewing a Fund Request .......................................................................................................... Viewing a Fund’s Checkbook...................................................................................................... The Advanced MDF Option.............................................................................................................. Overview of Advanced MDF Option......................................................................................... Key Features of MDF Management............................................................................................ Scenario for MDF Management .................................................................................................. Process of Setting Up MDF Programs........................................................................................ Creating an MDF Program and Program Account .................................................................. Setting Up a Program Account's First Snapshot....................................................................... Removing a Participant From an MDF Program ..................................................................... Adding a Credit to a Program Account.....................................................................................

17-1 17-1 17-2 17-2 17-7 17-7 17-8 17-8 17-9 17-10 17-11 17-13 17-14 17-14 17-15 17-16 17-16 17-18 17-19 17-19 17-19

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Partner Relationship Management Administration Guide