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Oracle Siebel CRM 8 Installation and Management

Book Description

Install, configure, and manage a robust Customer Relationship Management system using Siebel CRM with this book and eBook

  • Install and configure the Siebel CRM server and client software on Microsoft Windows and Linux

  • Support development environments and migrate configurations with Application Deployment Manager

  • Understand data security and manage user accounts with LDAP

  • Manage multi-server and multi-language environments

  • Written in an accessible readable style, this practical book will help you to successfully install and manage Siebel CRM

  • The instructions in the book are valid for all versions 8.0, 8.1 and 8.2 alike

  • In Detail

    Oracle’s Siebel CRM is market-leading Customer Relationship Management software. Unmatched in functionality and scalability, Siebel enhances a company’s sales performance, improves customer satisfaction, and provides a robust Customer Relationship Management system for an organization.

    This practical book offers a comprehensive understanding of Siebel CRM. It is your safe vessel for navigating the deep waters of Siebel installation and system management.

    This book is a complete exercise in installing and managing Oracle’s Siebel CRM for your organization. You will understand the Siebel architecture and install it piece by piece. In easy-to-follow chapters, the book will guide you through the installation of Siebel server, client and third-party reporting software on Microsoft Windows and Linux, covering everything from the planning the process and software download to the installation and configuration tasks.

    After reading this book, you will feel fully prepared for setting up multiple servers and multi-lingual configurations. This book fosters your general understanding of the intricate features and functionality of Oracle Siebel CRM. In addition, you will learn how to support development environments and how to migrate configuration changes between environments using Application Deployment Manager.

    Another benefit of this book is that it teaches administrators how to establish system monitoring strategies to identify and avoid performance bottlenecks. When you have finished the book, you will feel prepared to install and manage Oracle’s Siebel CRM in a real-world environment. In addition, you will know some tricks that even seasoned experts will envy.

    A pragmatic guide for effectively and efficiently implementing and managing Oracle's Siebel CRM

    Table of Contents

    1. Oracle Siebel CRM 8 Installation and Management
      1. Oracle Siebel CRM 8 Installation and Management
      2. Credits
      3. About the Author
      4. About the Reviewers
      5. Preface
        1. What this book covers
        2. What you need for this book
        3. Who this book is for
        4. Conventions
        5. Reader feedback
        6. Customer support
          1. Errata
          2. Piracy
          3. Questions
      6. 1. Introducing the Siebel Web Architecture
        1. The Siebel web architecture
          1. The Siebel database
          2. The Siebel File System
          3. The Siebel Enterprise Server
          4. The Siebel Gateway Name Server
          5. The Siebel Server
            1. The Application Object Manager (AOM)
            2. Configuration parameters
            3. Data Manager (DM)
            4. Siebel Repository File (SRF)
            5. Siebel Web Engine (SWE)
            6. Siebel Web Templates (SWT)
          6. The web server
          7. The Siebel Web Server Extension
          8. The browser and the Siebel user interface
        2. Summary
      7. 2. Planning and Preparing the Installation
        1. Planning the Siebel CRM installation
          1. Sample planning document
          2. More planning information
        2. Understanding hardware and software prerequisites
        3. Sizing the Siebel deployment
        4. Preparing the Siebel database
        5. Creating the service owner account
        6. Creating the Siebel File System root folder
        7. Downloading the Siebel installation archives
          1. Using a download management tool
        8. Running the Siebel Image Creator
        9. Obtaining the license key
        10. Summary
      8. 3. Installing Siebel CRM Server Software on Microsoft Windows
        1. About the Siebel server installer
          1. Installation using GUI mode
          2. Installation using console mode
        2. Installing the Siebel Gateway Name Server
        3. Installing the Siebel Server
          1. Verifying successful Siebel Server installation
        4. Installing the Siebel Database Server Utilities
          1. About the Sample Database support module
          2. Verifying the successful installation of the Siebel Database Server Utilities
        5. Installing support files for the Siebel EAI Connectors
        6. Installing the Siebel Web Server Extension
        7. Checking the system configuration with the Siebel Environment Verification Tool (EVT)
        8. Applying patches for Siebel server software
        9. Summary
      9. 4. Configuring Siebel Server Software on Microsoft Windows
        1. About the Siebel Software Configuration Wizard
        2. Configuring the Siebel Gateway Name Server
          1. Verifying the successful Siebel Gateway Name Server configuration
        3. Configuring the Siebel Enterprise
          1. About the Siebel Enterprise name
          2. About additional tasks for configuring the Enterprise
          3. Verifying the successful Enterprise configuration
        4. Configuring the Siebel Web Server Extension logical profile
          1. About SWSE parameters
          2. Verifying the successful SWSE logical profile creation
        5. Installing the Siebel Database schema and seed data
          1. Preparing and executing the grantusr.sql file
            1. Enter the correct tablespace names
            2. Modify default passwords if needed
            3. Add additional user accounts
              1. Executing the grantusr.sql Script
            4. About the Siebel Upgrade Wizard and the Log Parser
            5. Steps of the Install Siebel Database task
            6. Verifying the successful Siebel database installation
              1. Using the Siebel Log Parser
              2. Verifying tables and data
            7. Restarting the Siebel Upgrade Wizard in the case of errors
          2. Configuring the Siebel Server
            1. Verifying the successful Siebel Server configuration
          3. Configuring the Siebel Web Server Extension
          4. Verifying the successful Siebel Enterprise server installation
            1. Starting the Windows services
            2. Logging on as the Siebel Administrator for the first time
          5. Finalizing the Siebel Server installation
            1. Setting the System Service owner account
            2. Copying the Siebel File System Seed files
            3. Creating administrative Siebel user accounts
            4. Applying additional license keys
            5. Synchronizing server components
          6. Installing and configuring Siebel server software in unattended mode
            1. Creating an .ini file for unattended Siebel server installation
            2. Creating a response file for the Siebel Configuration Wizard
            3. Modifying the .ini file to launch the configuration automatically
            4. Executing the installer in unattended mode
          7. Summary
      10. 5. Installing and Configuring Siebel CRM Server Software on Linux
        1. Installing the Siebel Gateway Name Server
        2. Installing the Siebel Server
          1. Verifying the Siebel Server installation
        3. Installing the Siebel Database Server Utilities
        4. Installing the Siebel Web Server Extension
        5. Using the Siebel Software Configuration Wizard on Linux or UNIX
          1. Preparing to run the Software Configuration Wizard
        6. Configuring the Siebel Gateway Name Server
          1. Verifying the Siebel Gateway Name Server Installation on Linux or UNIX
        7. Configuring the Siebel Enterprise
          1. Verifying the successful Enterprise configuration
          2. Verifying the ODBC data source
        8. Configuring the Siebel Web Server Extension logical profile
          1. Verifying the successful SWSE logical profile creation
        9. Installing the Siebel Database Schema and Seed Data
          1. Preparing the environment for database configuration
            1. Creating the dbenv.sh script
            2. Modifying the dbenv.sh script
            3. Executing the dbenv.sh script
            4. Verifying ODBC settings using odbcsql
          2. Starting the Siebel Configuration Wizard
          3. Starting the Siebel Upgrade Wizard
          4. Verifying the successful Siebel Database installation
          5. Restarting the Siebel Gateway Name Server
            1. Stopping the Gateway Name server
            2. Modifying the siebenv.sh file
            3. Executing the siebenv.sh file
            4. Starting and verifying the Gateway Name Server
        10. Configuring the Siebel Server
          1. Verifying successful Siebel Server Configuration
        11. Configuring the Siebel Web Server Extension
          1. Preparing the web server
          2. Configuring the Siebel Web Server Extension
          3. Verifying the successful SWSE configuration
        12. Verifying the successful Siebel Enterprise Server installation
          1. Starting the services
          2. Starting the Siebel Gateway Name Server on Linux or UNIX
          3. Starting the Siebel Server
          4. Starting the web server
          5. Logging on as SADMIN for the first time
        13. Final Steps
          1. Configuring services for automatic start on Linux
            1. Editing the siebel_server file
            2. Copying the siebel_server file to the init.d folder
            3. Setting permissions for the siebel_server file
            4. Creating a non-root user file
            5. Creating soft links
        14. Summary
      11. 6. Installing Siebel Client Software
        1. About the Developer and Mobile Web Client
          1. User groups and Siebel Client Software
        2. Prerequisite software and configuration settings for Siebel Web Clients
          1. About database client software for Developer Web Clients
          2. Installing with administrative user rights
          3. Internet Explorer security settings
          4. Java Runtime Environment (JRE)
          5. Additional software recommendations
        3. Installing the Siebel Developer Web Client
          1. Verifying the Siebel Developer Web Client installation
          2. About the Siebel Client configuration file
          3. About configuring data sources for the Siebel client
          4. Configuring the Local data source for the Mobile Web Client
          5. Configuring the Server data sources for the Siebel Developer Web Client
          6. Setting up additional data sources
          7. Creating Siebel application shortcuts
        4. Installing the Siebel sample database
          1. Verifying successful installation of the Siebel Sample Database
        5. Installing Siebel Tools
          1. Verifying successful Siebel Tools installation
          2. Configuring Siebel Tools for the Siebel Sample Database
          3. Creating shortcuts for Siebel Tools
        6. Applying patches to Siebel client software
        7. Summary
      12. 7. Installing Ancillary Siebel Server Software
        1. Installing and configuring the Visual Mining NetCharts server
          1. Downloading the Visual Mining NetCharts Server installer
          2. Planning and preparing the NetCharts Server installation
          3. Installing the Visual Mining NetCharts server on Windows
          4. Verifying successful installation of the NetCharts Server
          5. Configuring connectivity from Siebel CRM to the NetCharts Server
            1. Creating a project folder and file for Siebel
            2. Setting Siebel Enterprise parameters
            3. Verifying successful setup of Siebel Charts
        2. Installing Oracle BI Publisher
          1. Downloading Oracle BI Publisher Enterprise Server
          2. Prerequisites for Oracle BI Publisher Enterprise Server
          3. Installing Oracle BI Publisher Enterprise Server
          4. Verifying successful installation of BI Publisher
          5. Setting up Siebel CRM for BI Publisher reports
            1. Siebel CRM version differences
            2. Importing Fix Pack SIF files
            3. Creating a new outbound web service for BI Publisher 10.1.3.4.1
            4. Importing the Siebel inbound web services
            5. Creating XMLP responsibilities
            6. Configuring the Siebel outbound web service for Siebel 8.2 or higher
            7. Copying Siebel java libraries to the BI Publisher server
            8. Enabling external file references for BI Publisher
            9. Enabling Siebel Server components
            10. Setting parameters for the XMLP Java subsystem
            11. Setting the BI Publisher Security Model
            12. Uploading preconfigured reports
            13. Verifying BI Publisher integration for Siebel CRM
            14. Assigning BI Publisher roles to the SiebelCRMReports folder
            15. Copying fonts for BI Publisher reports (optional)
            16. Configuring the BI Publisher Scheduler (optional)
              1. Creating the BI Publisher scheduler tables
              2. Creating List of Values data to support report scheduling
              3. Creating a symbolic URL definition for viewing scheduled reports in Siebel CRM
              4. Configuring the BI Publisher host name for viewing scheduled reports in Siebel CRM
              5. Creating the dataservice.wsdl file from the Siebel inbound web service
              6. Verifying the BI Publisher scheduler functionality
        3. Summary
      13. 8. Special Siebel Server Configurations
        1. Installing and configuring additional Siebel servers
          1. Planning the installation of additional Siebel Servers
          2. Installing additional Siebel Servers
          3. Verifying the successful Siebel Server installation and configuration
          4. About configuring multiple Siebel Servers on the same physical machine
        2. Configuring Siebel load balancing
          1. About Siebel load balancing
            1. Single Siebel Server
            2. Siebel Native Load Balancing
            3. Third-Party Load Balancing
          2. Configuring the SWSE for Siebel Native Load Balancing
            1. Creating the load balancer configuration file
            2. Reconfiguring the Siebel Web Server Extension
            3. Validating the eapps.cfg file
          3. Verifying the successful load balancing configuration of the SWSE
        3. Installing additional language packs
          1. Downloading Siebel CRM language packs
          2. Adding language packs to existing Siebel installation images
          3. Installing additional language packs for Siebel Enterprise Server software
          4. Adding language support for a Siebel Server
          5. Importing language-specific seed data into the Siebel database
            1. Installing language-specific seed data
            2. Deactivating non-multilingual List of Values (MLOV) seed data
          6. Importing language-specific repository metadata
          7. Enabling multilingual List of Values
          8. Installing additional language packs for the Siebel Web Server Extension
          9. Verifying the successful language pack installation for Siebel server software
            1. Restarting the Siebel Enterprise
            2. Logging on to the new application object manager
            3. Verifying UI translation
            4. Verifying multilingual List of Values
          10. Installing additional language packs for the Siebel Developer or Mobile Web Client
          11. Verifying the successful language pack installation for the Siebel Developer Web Client
          12. About language packs for Siebel Tools
        4. Summary
      14. 9. Siebel Server Management
        1. Understanding servers, components, and parameters
          1. Servers
          2. Component groups
          3. Component definitions
            1. Component definition run modes
            2. Component types
          4. Enterprise parameters
          5. Enterprise profiles
          6. System alerts
          7. Siebel enterprise hierarchy and parameter inheritance
        2. Using server management screens in the Siebel client
          1. Using the Administration - Server Configuration screen
            1. Backing up the Siebel enterprise configuration
            2. Restoring the Siebel enterprise configuration
            3. Enterprise Explorer
              1. Enterprises - Component Groups
              2. Enterprises - Component Definitions
              3. Enterprises - Parameters
              4. Enterprises - Profile Configuration
              5. Enterprises - System Alerts
              6. Enterprises - Synchronize
            4. Servers view
              1. Setting component start up mode
              2. Setting event log levels
            5. Job Templates
          2. Using the Administration - Server Management screen
            1. Enterprises view
              1. About component run states
              2. Controlling component run states
            2. Servers view
            3. Components view
            4. Tasks view
            5. Sessions view
            6. Jobs view
        3. Using command line tools for Siebel server management
          1. About the srvrmgr command line utility
          2. Listing and reviewing information about the Siebel enterprise
          3. Backing up the enterprise configuration
          4. Listing and modifying parameters
          5. Creating and modifying component definitions
          6. Controlling assignment of component groups to Siebel servers
          7. Setting the start up mode of server components
          8. Controlling server components
          9. Running jobs for batch and background components
          10. Using input files
        4. Summary
      15. 10. User Authentication
        1. User authentication concepts in Siebel CRM
        2. Database authentication
          1. Security adapters are defined as enterprise profiles
          2. Associating a security adapter with a server component
          3. Managing user accounts for database authentication
        3. Directory server authentication
          1. Installing the directory server (optional)
          2. Installing the IBM LDAP Client
          3. Creating user accounts in the directory server
            1. Creating the shared credentials account
            2. Creating the anonymous user accounts
            3. Setting access permissions for LDAP accounts
          4. Verifying the proxy account
          5. Configuring the LDAP Security Adapter
          6. Configuring server components
          7. Verifying LDAP authentication
            1. Registering a new user
          8. Configuring the Siebel Gateway Name Server for LDAP authentication (optional)
            1. Verifying LDAP authentication for the Siebel Gateway Name Server
          9. Configuring Siebel clients for LDAP authentication (optional)
            1. Setting the SecThickClientExtAuthent system preference to TRUE
            2. Creating the central authentication configuration file
            3. Modifying the client configuration file
            4. Verifying directory server authentication for the Siebel client
        4. Web Single-Sign-On
          1. Creating a non-anonymous virtual directory on the web server
          2. Creating or verifying user accounts in the external authentication system
          3. Modifying the Siebel Web Server Extension configuration file
          4. Modifying the LDAP security adapter
          5. Verifying the Web SSO configuration
        5. Summary
      16. 11. User Authorization and Access Control
        1. Understanding Siebel Access Control
        2. Controlling access to Siebel views
          1. The importance of business process analysis
          2. Using responsibilities to control access to views
            1. Creating or modifying responsibilities
            2. Understanding the implications of view access
            3. Controlling view access on local databases
            4. Controlling read-only behaviour of views
            5. Controlling the tab layout for screens and views
        3. Controlling access to customer data
          1. Controlling record access for a single user or employee
          2. Controlling record access for multiple employees
          3. Controlling record access for teams based on positions
          4. Controlling record access for different companies based on organizations
        4. Controlling access to master data
        5. Personalized access to features and data
          1. Controlling access to applets and views based on personalization
          2. Controlling data display based on personalization
        6. Summary
      17. 12. Managing User Accounts
        1. Understanding divisions and organizations
          1. Setting up divisions
          2. Setting up organizations
        2. Setting up and managing the position hierarchy
          1. Multiple positions for an employee
        3. Setting up user and employee accounts
          1. Creating or verifying user accounts in the authentication system
        4. Summary
      18. 13. Siebel Remote and the Siebel Development Environment
        1. Introduction to Siebel Remote
          1. Differences between developers and end users
        2. Setting up mobile clients
        3. Enabling and configuring Siebel Remote server components
        4. Creating the database schema files
        5. Extracting data for local databases
          1. About Siebel Remote system preferences
          2. Running a database extract job for developers
        6. Initializing the local database
          1. Establishing network connectivity for mobile clients
          2. Verifying settings in the client configuration files
            1. Additional configuration file settings for developers
          3. Logging in to the local database for the first time
        7. Understanding the Siebel configuration process
        8. Synchronizing local databases
          1. Manual synchronization
          2. Siebel TrickleSync
        9. Monitoring and managing Siebel Remote users
          1. Managing the transaction components on the Siebel server
          2. Monitoring mobile client activity
          3. Sending messages to mobile users
          4. Re-extracting local databases
          5. Deactivating mobile user registrations
        10. Summary
      19. 14. Installing and Configuring the Siebel Management Server Infrastructure
        1. Overview of the Siebel Management Server Infrastructure
        2. Installing and configuring the Siebel Management Server
          1. Prerequisites for the Siebel Management Server
          2. About the cross-enterprise user account
          3. Adding the Siebel Server bin directory to the PATH environment variable
          4. Installing the Siebel Management Server on Microsoft Windows
          5. Verifying the successful installation and configuration of the Siebel Management Server
        3. Installing and configuring Siebel Management Agents
          1. Verifying the successful installation and configuration of a Siebel Management Agent
        4. Registering Siebel Management Agents
        5. Summary
      20. 15. Migrating Configuration Changes between Environments
        1. Overview of Siebel Application Deployment Manager
          1. Administrative data (Database objects)
          2. Repository objects
          3. Files on Siebel servers and Siebel Web Server Extensions (SWSE)
          4. The Application Deployment Manager Architecture
        2. Setting up Siebel Application Deployment Manager
          1. Enabling the ADM component group
            1. Managing ADM components in source and target enterprises
          2. Configuring the enterprise profile for ADM
          3. Enabling ADM support for the application object manager
          4. Activating ADM workflow processes
          5. Restarting Siebel Servers
          6. Verifying the adm.cli file
          7. Creating shared directories
          8. Creating the enterprise profile and deployment batch files
        3. Exporting and Packaging Configuration Changes
          1. Creating the ADM package
            1. Creating the empty package structure
          2. Exporting administrative data using the Application Deployment Manager screen
          3. Exporting administrative data using the ADM Batch Processor server component
          4. Exporting repository data using Siebel Tools
            1. Exporting repository object definitions for Hot-Fixes
            2. Exporting repository object definitions for mid-level releases
          5. Exporting repository data using the consoleapp utility
          6. Copying files to the ADM package
            1. About deploying Siebel Repository Files
          7. Sealing the ADM package
          8. Validating the ADM package
        4. Deploying ADM packages
        5. Other migration utilities
          1. Siebel Upgrade Wizard Migrate Repository
          2. Deploying enterprise configuration data using the cfgmerge utility
            1. Deploying new component definitions from source to target enterprises
            2. Using the cfgmerge utility
        6. Summary
      21. 16. Monitoring Siebel Applications
        1. Server component event logging
          1. Using the Siebel Server Manager command line to set event log levels
        2. Siebel Application Response Measurement (SARM)
          1. Enabling SARM
            1. Enabling SARM for Siebel servers and components
            2. Enabling SARM for other Siebel software units
          2. Managing SARM files
          3. Using sarmquery to read SARM files
            1. Specifying the start and end time
            2. Application performance by area and subarea
              1. Analyzing areas, subareas and instances
            3. Time histograms
            4. Identifying slow performing objects
            5. Creating SARM output files
          4. Automating SARM data retrieval
        3. Siebel Diagnostic Tool
        4. Client-side logging
          1. Enabling client-side logging for the application object manager
          2. Enabling client-side logging on the client machine
          3. Reviewing the client log file
        5. Siebel Usage Collection
        6. Summary
      22. A. Sample Planning Document
        1. Database server information
        2. Siebel File System-related information
        3. Web server-related information
        4. Siebel Gateway Name Server installation and configuration
        5. Siebel Enterprise Server configuration
        6. Siebel Web Server Extension logical profile configuration
        7. Siebel Server installation and configuration
        8. Installing the Siebel database
        9. Siebel Web Server Extension installation and configuration
        10. Example topology
      23. B. Uninstalling Siebel CRM Software
        1. Uninstalling Siebel CRM server software on Microsoft Windows
          1. Verifying the Siebel Server uninstaller
        2. Uninstalling Siebel CRM server software on Linux or UNIX
        3. Uninstalling Siebel CRM client software
      24. C. More Information
        1. Getting trained
        2. Finding information
          1. The Siebel Bookshelf
          2. Oracle Forums
          3. My Oracle Support
          4. The Internet community