Siebel CRM - Managing User Accounts

Managing User Accounts

As we have learned in the previous chapter, any person—be it an internal employee, a partner employee, or a customer—who wants to use a Siebel CRM application, must be registered as a user or employee and be associated with at least one responsibility.

Data visibility in Siebel CRM is controlled by the access control layer , which takes personal data ownership or the user's current position within an organization into account in order to provide secure access to customer data.

It is therefore mandatory for an administrator to understand how to correctly set up and maintain the organizational information to provide end users with the Siebel application features and data they need to do their daily jobs.

In this chapter, we will discuss how to:

• Understand divisions and organizations
• Set up and manage the position hierarchy
• Set up user and employee accounts

Understanding divisions and organizations

Mapping real world entities to technical concepts is one of the key factors for successful software products. It is therefore quite interesting to see how the Siebel design team faced the challenge of bringing the complex hierarchical relationships of large corporations into the Siebel data model.

Early in the analysis phase of a Siebel CRM implementation project, the divisional or departmental hierarchy of the customer is analyzed and documented. The typical diagram type to document the divisions of a company is an organization chart. The following is the organization chart for an example company:

The Sales, Service, and Marketing divisions are subordinate to the Headquarter division. The Sales department has subdivisions, which defi ne the territories (North and South) that the sales force operates in.