Siebel Personalization Administration Guide

122 Pages·2003·0.99 MB·English

by  Siebel Systems, Inc.

SIEBEL PERSONALIZATION
ADMINISTRATION GUIDE
VERSION 7.5, REV. A
12-FAUN8W
MARCH 2003
Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404
Copyright 2003 Siebel Systems, Inc.
©
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subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer
software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software
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Contents
Introduction
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Revision History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Chapter 1. About Siebel Personalization
Siebel Personalization Components . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Using Siebel Personalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Siebel Personalization Within the Siebel Architecture . . . . . . . . . . . . . . 15
Overview of Using Siebel Personalization . . . . . . . . . . . . . . . . . . . . . . . 16
Roles and Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Personalization Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Personalization and Content Targeting . . . . . . . . . . . . . . . . . . . . . . . . . 19
Usage Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Real-Time Product Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Personalization on Behalf of Another User . . . . . . . . . . . . . . . . . . . . . . . . . 23
Integration With Third-Party Personalization Engines . . . . . . . . . . . . . . . . . 24
Chapter 2. User Profiles
User Profile Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
About Managing User Profile Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Persistent User Profile Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Dynamic User Profile Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Loading a Second User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using LoadUserProfile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Adding New Persistent User Profile Attributes . . . . . . . . . . . . . . . . . . . . 31
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Contents
About the Personalization Profiles Business Component . . . . . . . . . . . . . . . 31
Querying the Personalization Profile Business Component . . . . . . . . . . . . . 31
Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Performance Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Working with Multiple Value Profile Attributes . . . . . . . . . . . . . . . . . . . 35
Using MVG to Improve Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Usage Scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Chapter 3. Visibility
Sequence of Events Triggering Visibility . . . . . . . . . . . . . . . . . . . . . . . . 40
Views That Control Visibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Visibility Rules and View Visibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Setting the Visibility of Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Finding the Name of a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Setting the Visibility of a View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Setting the Visibility of Applets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Finding the Name of an Applet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Setting the Visibility of an Applet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Setting the Number of Rows Displayed in an Applet . . . . . . . . . . . . . . . . . . 46
Chapter 4. Content Targeting
Content Targeting Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
About Controlling the Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Rule Sets and Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Rule Set Evaluation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Types of Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Creating Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Conditional Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Search Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Personalization Business Rules Designer . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Writing a Rule Using the Personalization Business Rules Designer . . . . . . . . 59
4 Siebel Personalization Administration Guide Version 7.5, Rev. A
Contents
Creating Rule Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Types of Personalization Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Creating Rule Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Creating Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Associating Rule Sets With Applets . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
About Salutation Applets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Hyperlinking Salutation Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Process of Adding a Message to the Salutation Applet . . . . . . . . . . . . . . . . 69
Modifying the Siebel eService Salutation Applet . . . . . . . . . . . . . . . . . . . . . 69
Chapter 5. Run-time Events
Run-time Events and Action Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Definitions of Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
About Creating Action Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Action Sets Defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Action Types Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Creating Action Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Creating Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Associating Events With Action Sets . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Creating Event Aliases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Chapter 6. Testing
Testing Personalization Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
About Test Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Setting Up the Test Mode Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Using Test Mode to Test Personalization Rules . . . . . . . . . . . . . . . . . . . . . . 88
Using the Log File to Test Personalization Rules . . . . . . . . . . . . . . . . . . 92
Enabling Personalization Event Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Testing Siebel Personalization Using the Log File . . . . . . . . . . . . . . . . . . . . 93
Exporting and Importing Personalization Data . . . . . . . . . . . . . . . . . . . . 95
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Contents
Exporting Personalization Data as an XML File . . . . . . . . . . . . . . . . . . . . . . 95
Importing Personalization Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Clearing and Reloading Siebel Personalization . . . . . . . . . . . . . . . . . . . 97
Reloading Siebel Personalization for the Current Object Manager . . . . . . . . 97
Reloading Siebel Personalization for Other Object Managers . . . . . . . . . . . . 97
Appendix A. Siebel Query Language
Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Arithmetic Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Comparison Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Logical Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Pattern Matching Operators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
String Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Conditional Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Lookup Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Translation Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Search Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Math Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Date and Time Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Profile Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Attribute Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Other Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Index
6 Siebel Personalization Administration Guide Version 7.5, Rev. A
Introduction
This guide describes how to use Siebel Personalization for customizing enterprise-
wide interactions with users, whether customers, partners, or employees.
Siebel Personalization is a core infrastructure component of Siebel eBusiness
Applications and is fully integrated into the Siebel architecture. Implementation
does not require Siebel Tools configuration.
This book will be useful primarily to people whose title or job description matches
one of the following:
Call Center Persons responsible for setting up and maintaining a call center.
Administrators Duties include designing and managing Computer Telephony
Integration (CTI), SmartScripts, and message broadcasts.
Database Persons who administer the database system, including data
Administrators loading; system monitoring, backup, and recovery; space
allocation and sizing; and user account management.
Marketing Persons responsible for setting up and maintaining a marketing
Administrators department. Duties include designing and managing campaigns,
product marketing information, and product distribution lists.
Siebel Application Persons responsible for planning, setting up, and maintaining
Administrators Siebel applications.
Siebel Application Persons who plan, implement, and configure Siebel applications,
Developers possibly adding new functionality.
Siebel System Persons responsible for the whole system, including installing,
Administrators maintaining, and upgrading Siebel applications.
Version 7.5, Rev. A Siebel Personalization Administration Guide 7
Introduction
How This Guide Is Organized
How This Guide Is Organized
This book is divided into chapters that describe particular features of Siebel
Personalization and how to use them. An appendix describes the functions and
operators used in Siebel Query Language.
8 Siebel Personalization Administration Guide Version 7.5, Rev. A
Introduction
Revision History
Revision History
Siebel Personalization Administration Guide, Version 7.5, Rev. A
March 2003 Bookshelf
Book Version: Rev A
Table 1. Changes Made in Rev. A for March 2003 Bookshelf
Topic Revision
“Dynamic User Profile Attributes” Added ActiveViewName to list of attributes.
“Creating Actions” Added new content to Business Service
Context discussion in table.
Additional changes
■ Removed screenshots and updated text in procedures to reflect current
standards.
Version 7.5, Rev. A Siebel Personalization Administration Guide 9
Introduction
Revision History
10 Siebel Personalization Administration Guide Version 7.5, Rev. A