Oracle Siebel CRM 8 installation and management : install, configure, and manage a robust customer relationship management system using Siebel CRM

572 Pages·2010·10.428 MB·English

by  Alexander Hansal, Michael Weigl, Tim Bull

Oracle Siebel CRM 8
Installation and Management
Install, configure, and manage a robust Customer
Relationship Management system using Siebel CRM
Alexander Hansal
professional expertise distilled
P U B L I S H I N G
BIRMINGHAM - MUMBAI
Oracle Siebel CRM 8 Installation and Management
Copyright © 2010 Packt Publishing
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However, Packt Publishing cannot guarantee the accuracy of this information.
First published: July 2010
Production Reference: 3260710
Published by Packt Publishing Ltd.
32 Lincoln Road
Olton
Birmingham, B27 6PA, UK.
ISBN 978-1-849680-56-1
www.packtpub.com
Cover Image by Tina Negus ([e-mail])
Credits
Author Editorial Team Leader
Alexander Hansal Akshara Aware
Reviewers Project Team Leader
Michael Weigl Lata Basantani
Tim Bull
Project Coordinator
Leena Purkait
Acquisition Editor
Amey Kanse
Proofreader
Aaron Nash
Development Editor
Dhwani Devater
Graphics
Geetanjali Sawant
Technical Editor
Ajay Shanker
Production Coordinator
Adline Swetha Jesuthas
Indexer
Monica Ajmera Mehta
Cover Work
Adline Swetha Jesuthas
About the Author
Alexander Hansal has worked for various companies and governmental
institutions as IT instructor and consultant. He started as a Siebel CRM instructor for
Siebel Systems Germany in 2001. After the acquisition of Siebel Systems by Oracle,
Alexander continues to support European customers as an instructor and consultant
for Siebel CRM and Oracle Business Intelligence.
Strongly believing in the power of information sharing, Alexander regularly
discusses Siebel CRM and Oracle BI related topics on his weblog (http://siebel-
essentials.blogspot.com).
I would like to express my gratefulness to the following wonderful
fellow human beings. Without your contributions this book would
not have been possible.

Michael Weigl for his review work and for hiring me.

Tim Bull for his invaluable input as native English speaker.

Amey and Leena at Packt Publishing.

All those dedicated people who contribute to the Siebel CRM
community.
About the Reviewers
Michael Weigl holds master's degrees in physics and computer science. After
having worked as a programmer for several years he has been a technical trainer for
Digital Equipment, Siebel Systems, and Oracle, teaching programming languages,
operating systems, network technology, databases, Siebel CRM, and finally Oracle
BI. This has been interrupted by his participation in various programming projects,
Siebel implementations, and end-user training opportunities. He is a happy father of
two adult sons who fortunately have not followed him into the computer industry
(although they of course love computer games).
Tim Bull has been working with Siebel since joining the company in 1999. Starting
life as a Siebel Administrator. He has worked as a consultant and is now a Principle
Instructor for Oracle University developing and delivering technical courses in all
aspects of Siebel CRM.

For Sarah

Table of Contents
Preface 1
Chapter 1: Introducing the Siebel Web Architecture 7
The Siebel web architecture 8
The Siebel database 10
The Siebel File System 11
The Siebel Enterprise Server 12
The Siebel Gateway Name Server 13
The Siebel Server 13
The Application Object Manager (AOM) 14
Configuration parameters 15
Data Manager (DM) 15
Siebel Repository File (SRF) 15
Siebel Web Engine (SWE) 15
Siebel Web Templates (SWT) 16
The web server 16
The Siebel Web Server Extension 17
The browser and the Siebel user interface 19
Summary 21
Chapter 2: Planning and Preparing the Installation 23
Planning the Siebel CRM installation 24
Sample planning document 25
More planning information 26
Understanding hardware and software prerequisites 26
Sizing the Siebel deployment 27
Preparing the Siebel database 28
Creating the service owner account 30
Creating the Siebel File System root folder 32
Downloading the Siebel installation archives 32
Using a download management tool 34