Siebel 22 Public Sector

Siebel 22 Public Sector

The Siebel Public Sector course is a comprehensive, modular training. Students learn the key components, functionality and customization capabilities of Siebel CRM (IP 17 and higher, including Siebel CRM 22.x) Public Sector.

The training course can be tailored to meet the exact needs of the target audience, not only in number and sequence of modules but also in availability of hands-on training and Q&A sessions with the instructor.

The training material is constantly updated to the latest Siebel CRM Update, following Oracle’s Continuous Release Model. The content is also applicable to any prior version (Siebel CRM Innovation Pack 17 or higher, including Siebel 18, 19, 20, 21 and 22).

Duration:  4 days

Prerequisites

• No or limited prior Siebel CRM knowledge
• Familiarity with web-based software application and Microsoft Windows
• Experience with the foundations of enterprise applications and/or CRM is beneficial

Audience

• IT Professional
• Application Administrator
• Consultant

Topics

• Introduction to Siebel Public Sector – An introduction to the specifics of the Siebel Public Sector application
• Common Public Sector Entities – A guided tour of the most commonly used business entities and their names and use cases
• Querying Siebel Data – Manipulating Siebel data in Public Sector
• Positions, Organizations and Divisions – Controlling Access to transactional data with Access Control
• Catalogs and Access Groups – Controlling Access to static data using Access Control
• Case Creation and Management (Investigative and Benefit Cases) – Standard business process, automations and entities involved in the case creation and management process
• Using and Creating iHelp – Building simple process-based assistance for agents
• Using Task UI – Building complex wizard-style guides for agents
• Creating Programs – Understanding the Program entity
• Creating Benefit Plans – Creating, Managing and Applying Benefit Plans
• Oracle Policy Automation (Intelligent Advisor) with Siebel Public Sector – Understanding the integration and role of Intelligent Advisor in Siebel Public Sector
• Creating Assessment Templates – Create and organize templates to assess cases and other entities
• Creating Service Plan Templates – Assist in Service Plan creation
• Incident Creation and Management – Understand and manage Incidents
• Enable Serialization – Enable serial numbering for entities
• Creating Serialization Rules – Create personalized serial numbers
• Creating Activity Plans – Design and deploy activity plans to enable agents to apply standard tasks to entities
• Creating Case Approval Templates – Design approval matrices and flows for Cases
• Tracking Approvals – Managing the approval process for Cases
• Creating Assignment Rules and Executing Assignment – Ensuring the right agent is assigned to a Case with business rules and triggers
• Enabling Effective Dates in Siebel Public Sector – Manage data that changes over time for Cases and other entities
• Case Appeals Process – Designing and managing Case Appeals
• Managing Time Tracking and Time Periods – Agent time tracking process and usage
• Lists of Values Management – Set up key Value Lists
• Creating State Model – Set up state models for status transitions
• Creating and Managing Reports for Siebel Public Sector – Understanding the Reports feature of Siebel Public Sector