glossary - oracle documentation

GLOSSARY

VERSION 7.5, REV. B

MAY 2003

12-FRWMTF

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Contents

Glossary 1

IntroductionRevision History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Chapter 1. Glossary TermsA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

C . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

D . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

E . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

F . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

G . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

H . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

I–K . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

L . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

M . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

N . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

O . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

P . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Q . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

R . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

T . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Version 7.5, Rev. B Glossary 3

Contents

U . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70

V . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

W . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

X–Y . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Index

4 Glossary Version 7.5, Rev. B

Introduction

Glossary defines terms that are related to Siebel eBusiness Applications. In some cases, you will find that terms that are common in the eGlossaryBusiness software industry have special and unique meanings for Siebel products.

This glossary is intended for users of Siebel eBusiness Applications who are familiar with the eBusiness software industry and its common terminology. Readers unfamiliar with that terminology should consult guides such as the Microsoft Computer Dictionary.

You can use Glossary to find simple definitions of:

■ Elements of the Siebel user interface (UI)

■ Terms used in Siebel eBusiness Applications

■ Utilities and other elements used by Siebel eBusiness Applications

If you look at Glossary online, note that it contains hyperlinks that take you to related or similar words and definitions.


Introduction

Revision History

Revision HistoryGlossary

Version 7.5, Rev. B

Version 7.5, Rev A

Table 1. Changes Made in Version 7.5, Rev. B

Topic Revision

Added glossary entries from:

■ Siebel Field Service Guide and indexed glossary

■ Siebel Workflow Terminology

■ Siebel eHealthcare Guide, Siebel eInsurance Guide, and Siebel eFinance Guide

Version 7.5 Rev. B

Table 2. Changes Made in Version 7.5, Rev. A

Topic Revision

Added reviewers comments

Added items from the Siebel Mobile Connector Guide

Version 7.5 Rev. A


Glossary Terms

This section includes glossary terms and definitions in alphabetical order.


Glossary Terms

A

AABS horizon The length of time, expressed in days, that is available for appointment booking.

Typically, this is from days 8 to 56 days (from a week from now to eight weeks). This is used in the Appointment Booking System (ABS).

Account A customer/company that has a business relationship with a field service company, or a customer that has products which may require service.

account flag Financial institutions use account flags to alert personnel that there is an actual or potential problem with the account. Accounts are commonly flagged for issues relating to fraud, compliance, illegal trading activity and other issues that place the financial institution at risk. Flags can be set by a variety of personnel, including those in the back office and the compliance and legal departments. An Account Flag is a code number and type that attaches to a financial account and alerts others to potential problems or issues with the account. In some cases, all account activity may be frozen until the flag is released.

account team See sales team on page 59.

ACD Automatic Call Distribution.

ACH Automated Clearing House.

Activity plan A collection of activities which, when carried out in the correct sequence, meet a specific objective; for example, repairing an asset. An activity plan consists of an activity template plus the start date and time for the activities.

Activity template

A predetermined collection of activities used to populate an activity plan. These activities solve a service objective.

adjustable date

The date on which the interest rate changes for an adjustable-rate mortgage.

adjustable period

The period that elapses between the adjustment dates for an adjustable-rate mortgage.

affordability analysis

A detailed analysis of your ability to afford the purchase of a home. An affordability analysis takes into consideration your income, liabilities, and available funds. This also includes the type of mortgage you plan to use, the area where you want to purchase a home, and the closing costs that you might expect to pay.


Glossary Terms

A

agent In Siebel Call Center, an employee at a call or contact center who works with customers or potential customers by voice, email, fax, or other channels. An agent who works with multiple communication channels, or with both inbound and outbound communications, is known as a universal agent or blended agent.

Agent Committed

The date and time required to meet the response time requirements of an entitlement, displayed in the user’s time zone. Also, Commit Time.

agreement value

The total amount of revenue expected over the life of a contract.

aisle Sublevel of a warehouse used to specify the location of inventory.

Alert Business Service

In the Siebel Mobile Connector, a business service that communicates changes to specified Siebel business components.

alerts Provide a call center agent with information pertinent to a particular customer or organization.

All visibility Access to all records, except for those with a missing or invalid primary position in the sales team.

alliance partner

See Channel and Alliance Partner Management (CHAMP) on page 16.

allocate The process of reserving a product in inventory for fulfillment of an order.

allocation, Siebel Marketing

A set of Siebel Marketing rules for the distribution of individuals from one or more segments to one or more campaigns. If a snapshot has been generated, gross and net counts are displayed for each segment according to assigned segment deduplication priorities. A forecast allocation is used when the snapshot has not been generated. See also deduplication on page 26.

analytic adapter

Siebel Marketing software that allows the importation of customer records for inclusion in campaigns based on external query results and data-mining scores.

ANI Automatic Number Identification.

applet In Siebel eBusiness Applications, a visual presentation element that is directly associated with business components. Applets allow users to enter data records and navigate through records presented in forms, lists, or other user interface structures that appear on screen as part of a view. There are many types of applets; the most common are form applets and list applets. See also pick applet on page 49.


Glossary Terms

A

application administrator

A person responsible for planning, setting up, and maintaining Siebel eBusiness Applications within a company. See also database administrator (DBA) on page 25 and system administrator on page 66.

application definition

In Siebel Tools, the definition (properties) of the application object, or the object definitions of all objects related to an application.

application interface integration

Integration that uses the application services interfaces (ASIs) exposed by Siebel applications to provide access to the data and functionality encapsulated by external systems.

application services interface (ASI)

The application services interface handles inbound and outbound service invocation, such as letting other applications invoke services provided by Siebel applications (inbound) or letting Siebel applications call services provided by other applications (outbound). An ASI specifies input and output parameters to the services invoked and handles error interfaces.

Application Upgrader, Siebel

A utility within Siebel Tools that allows developers to merge a repository (database of object definitions) from an older version of Siebel eBusiness Applications with a newer version, including a repository that a developer may have significantly customized. See also repository on page 56.

appointment booking

Scheduling a future appointment to a time period, based on the system-calculated availability of field service engineers. For example, a customer may schedule an installation appointment from 9 a.m. until noon on a specific future date. The Appointment Booking System (ABS) is a component of Siebel Scheduling.

Appointment Booking System (ABS)

Real-time scheduling of future appointments, providing a choice of time periods from which a customer can select and book a specific time period. The ABS is a component of Siebel Scheduling.

arguments Data passed to or received from a process or step.

asset An asset is any equipment item or component that has a unique identity. Items with serial numbers are automatically assets. Components that define a customer install base may also be defined as assets. Parts that are assets can be components of an asset hierarchy (assembly, subassembly, and so on). An asset can be defined for any product and may have a unique asset or serial number (a serialized asset).

Asset Manager A feature in which the user can register products purchased, track warranty information such as expiration dates, and receive other product information.


Glossary Terms

A

asset mapping Provides a mapping from an asset’s physical condition and age to a factor that is used to calculate its current value or replacement cost.

asset transaction

Transactions that maintain the installed base. Transactions of the type Install, Uninstall, Upgrade, and Downgrade are asset transactions. These transactions must be created manually, except for field part movements, which create Install and Uninstall transactions automatically.

as-of A term used to describe any trade processed not on the actual trade date, but “as of” the actual trade date.

attributes Details of a dimension. Usually they appear as fields (columns) of a dimension table.

auction item In Siebel eAuction, a product or service that listers make available for bids. An auction item consists of one or more products. Note that it is the auction item on which bids are placed, not separate products within the item.

AuctionAlert An automated service in Siebel eAuction that notifies users when auction items of interest become available. Users define search criteria and categories of interest and then are notified when lots matching those criteria become available.

authentication The process of identifying an individual that is usually based on a user name and password. Authentication verifies that the individual is the person he or she claims to be, but it cannot verify the access rights of that individual.

Authentication Manager

The logic within the object manager that manages the authentication process.

authentication service

An external service that verifies a user’s login credentials. It may be the same physical device as the directory or it may be a separate device.

automatic call distributor (ACD)

A specialized phone system consisting of hardware (such as a switch) and software that work together to route calls to call queues and call center agents.

average profit Average profit earned by the financial institution for this product.


Glossary Terms

B

Bbarcode A series of vertical bars printed or stamped on parts, containers, labels, or other

media that represent information read by an electronic barcode reader attached to a computer system. Most commercial barcode readers can read the various barcode systems: Code 39, Code 128, ISBN, and so on.

barcode label A label that carries a barcode.

barcode reader An electronic device (scanner) that reads barcodes. There are two types of readers:

Readers that plug into a computer and emulate typing on the keyboard. These can be programmed to add special characters before or after the code, for example a carriage return symbol after each entry.

Readers that are terminals, with memory, a keyboard, and an LCD panel. These readers can run applets and connect to a server through RF transmissions or a docking port.

base table A table that provides the essential columns to a business component. Such tables are specified in the Table property of the business component. See also extension table on page 29.

baseline column A numeric column that has no aggregation rule defined in the Aggregation tab of the Logical Column dialog in the repository.

batch date A grouping of paper documents from a bin of a teller’s processing work that contains a bin number, a batch number, and a count of documents associated with it.

bid In Siebel eAuction, a user’s proposal to purchase or sell a product or service. Bids are made against auction items. See also auction item on page 11.

bid list In Siebel eAuction, a running tally of all bids, winners, and runners-up based on bid time, bid quantity, bid amount, and bid resolution for the auction format. Portions of the bid list may be represented on item detail pages or in reports for listers or administrators.

bidder In Siebel eAuction, a person or business that is making an offer to purchase an item in an English auction or to sell by bidding on a Request for Quote (RFQ) or Reverse auction. See also request for quote (RFQ) on page 56 and Reverse auction on page 57.


Glossary Terms

B

Bin User-defined subdivision of an aisle.

bins Bins specify the physical location of batch items and to guarantee multicurrency support, bins can only contain documents of a single currency. A bin is associated with a specific cash drawer and has a batch total, a batch item count, and a batch ID. The batch item counter identifies the number of documents that the bin currently holds. Sample batch items include on-us-checks, transit checks, traveler’s checks, credit card slips, and utility payments.

blended agent See agent on page 9.

bound measure

A Siebel Marketing business measurement that is stored in a data warehouse. It can be manipulated or aggregated. Bound measures are based on numeric database fields, such as Opening Balance, Interest Rate, Number of Checks, and so on. Bound measures are typically used with other measures to create custom measures.

branch A possible outcome of a workflow process step. A branch can have one or more conditions. A branch is followed by a step in the workflow process definition. If all of the conditions for the branch are met, the work item proceeds to the step following the branch.

bridge table A table between two related tables that allows a many-to-many relationship between the other tables. This is normally called an intersection table.

Briefing, Siebel

A dynamic report that Siebel eBriefings creates by integrating information from multiple internal and external sources to give users targeted, up-to-date business intelligence.

Business Integration Manager (BIM)

A Siebel eBusiness Application Integration (eAI) component that defines and manages data exchange between Siebel eBusiness Applications and external applications. Business Integration Manager allows users to define real-time asynchronous or real-time synchronous exchange of information.

business model

The highest level object in the business model and mapping layer. Contains logical tables, logical columns, dimensional metadata, and logical source mappings.

business object

A group of one or more business components. A business object represents an entity in the Siebel application that you would like to monitor. A workflow process is based on one and only one business object. Business objects are defined in Siebel Tools.


Glossary Terms

B

business process A process that is associated with operational objectives and business relationships. A business process is a set of one or more linked procedures, which collectively realize a business objective. An example of a business process is managing a new service request.

business service A type of step in a process in which an automated call is made to a service, such as the Outbound Communications service that handles inbound and outbound messaging. A workflow process definition can have one or more business service steps.


Glossary Terms

C

Ccall by reference

Arguments passed by reference to a procedure can be modified by the procedure. Procedures written in Basic are defined to receive their arguments by reference. If you call such a procedure and pass it a variable, and if the procedure modifies its corresponding formal parameter, it modifies the variable. Passing an expression by reference is legal in Basic; if the called procedure modifies its corresponding parameter, a temporary value is modified, with no apparent effect on the caller.

call by value When an argument is passed by value to a procedure, the called procedure receives a copy of the argument. If the called procedure modifies its corresponding formal parameter, it has no effect on the caller. Procedures written in other languages, such as C, can receive their arguments by value.

call center or contact center

A facility supporting customer interactions through various channels, including telephone and email.

call script In Siebel SmartScript, an ordered set of questions and the transitions between them, as defined by a Siebel application administrator and used by a call center agent.

campaign A collection of marketing offers that are associated with segments or lists within a marketing program stage.

cascade copy To copy the contents of a data structure, including all its substructures.

cascade delete To delete the contents of a data structure, including all its substructures.

catalog (1) The hierarchy of products and categories in a model. See also category on page 15 and product on page 51. (2) In Siebel eAuction, a list of related products that are managed and controlled by a catalog administrator. Each catalog can have its own separate category structure and its own look and feel. (3) In Siebel eConfigurator, a catalog (or model) contains items that are assembled from an inventory list using relationships supported in the Siebel modeling environment.

category (1) A classification of items. Categories define the structure through which users find products and items. (2) In Siebel eAuction, a collection of similar items within a catalog. Categories define the structure through which users find products and items.

channel A medium for inbound and outbound communications, including voice, email, fax, wireless message, and page.


Glossary Terms

C

Channel and Alliance Partner Management (CHAMP)

A program that helps alliance and channel partner organizations improve performance by identifying revenue streams and developing mutually beneficial business plans. See also partner on page 48.

channel partner company

A company that sells another company’s products, such as a retailer, a distributor, or a value-added reseller.

character conversion

Data exchanged between components using different code pages. For example, numeric data must be converted from the standard used by the source code page into the equivalent used by the destination code page. This applies to character conversions from Unicode to a standard code page, from a standard code page to Unicode, and from one type of Unicode to another type of Unicode (such as from UTF8 to UCS2).

character encoding

See character set encoding on page 16.

character set A group of characters (alphanumeric, text, or special) that share a common relationship. There are many character sets used in the computing industry. Character sets are identified by a character set name (See also character set name on page 16).

character set encoding

A specific computer representation of a character set. Most character sets have only one encoding. However, some character sets, such as Unicode, can have multiple encodings. Another prominent example of a character set with multiple encodings is JIS (Japan Industrial Standard). Shift-JIS, EUC, and ISO 2022-JP are all encodings based on JIS. Character set encoding is also known as character encoding.

character set encoding name

A name identifying a character set encoding (See also character set encoding on page 16). For character sets with a single encoding, the character set encoding name and the character set name (See also character set name on page 16) are usually the same. The notable exception is Unicode. As with character set names, industry standardization is minimal and there are multiple names for the same encoding.

character set name

A name identifying a character set (See also character set on page 16). These names are not well-standardized and many character sets have multiple names. However, you can use formal identifiers to clearly specify a character set when necessary.


Glossary Terms

C

Examples of traditional character sets are Western European, covering languages spoken in Western European countries as well as in all countries in the Americas, and Japanese covering the Japanese language.

chart applet A chart applet graphically displays data from a business component in various formats for analysis of trends, category comparison, and other data relationships. Any data in a business component can be included in a chart. The data in a chart applet reflects the current query for the business component. The user can update the chart with changes to the query by clicking inside the chart. Chart applets are configured using Siebel Tools.

chart filter A data display feature that allows the user to switch from one chart to another—for example, to go from a Sales Pipeline chart to a Size Analysis chart.

chart type A drop-down control for filtering the data being charted.

check in In Siebel Tools, to move object definitions in one or more projects from a developer’s client-side repository to the server repository. Checking in also clears the server lock on the checked-in object definitions, which makes these object definitions available for use by other developers.

check out In Siebel Tools, to move objects in one or more projects in the server repository to a developer’s client-side repository. Checking out also places a lock on the checked-out object definitions, so that other developers cannot change these object definitions.

class A designation that describes employees as a group for the purposes of providing different groups of employees different rules for their retirement plan benefits.

clients See companies and contact.

Client Wins A rule used to resolve a data conflict in Siebel Remote Server during data merge, synchronization, and Enterprise Integration Manager (EIM) and repository merges. During the merges, the data value from the client database takes precedence over the data value on the server database. For consistent results, both client and server must employ the same rule. See also Server Wins on page 60.

client-side error An error in input that can be validated on the client, such as an incorrect field format. A client-side error is validated before the information is sent to the server. See also server-side error on page 61.

Cluster Services, Siebel

A server platform that allows users to run Siebel Servers and Siebel Gateway on two-node hardware clusters, thus providing higher levels of availability and fault tolerance.


Glossary Terms

C

code page Also known as codepage. A Microsoft Windows implementation of a character set encoding on page 16. Code page is used by some vendors (even Microsoft) to mean ANSI code page (Windows) and OEM code page (DOS), but it does not refer to ISO character sets. IBM uses a numbering system which is similar, and often identical, to Microsoft. However, IBM renumbers extensions while Microsoft does not, which can lead to confusing instructions, such as, “Use IBM 949 with Siebel applications and MS 932; IBM 932 is an older version.”

code page number

A Microsoft Windows designator for a Microsoft Windows code page. This number is used by the Windows operating system to identify code pages and is similar to a character set encoding name on page 16.

combo chart A type of chart that displays a line graph overlaid on a bar chart.

comment A comment is text that documents a program. Comments have no effect on the program (except for metacommands). In Basic, a comment begins with a single quote and continues to the end of the line. If the first character in a comment is a dollar sign ($), the comment is interpreted as a metacommand. Lines beginning with the keyword Rem are also interpreted as comments.

communication request

Specification of an outbound communication, such as an email message, to be delivered by Siebel Communications Server.

communications configuration

A set of data that an administrator can use to set up and maintain a deployment of Siebel Communications Server to support call center or contact center activities, such as Siebel CTI.

communications driver

A program, library, or other resource developed for the Siebel Communications Server to support integration with a particular third-party messaging system, such as a CTI middleware package, an email server, and so forth.

communications toolbar

A toolbar that is displayed under the application-level menu in Siebel eBusiness Applications when Siebel Communications Server is used to support Siebel CTI, Siebel eMail Response, or other related modules. This toolbar allows a contact center agent to interact with a customer using telephone, fax, email, and so forth.

companies Companies are the organizations with whom the user of Siebel Financial Services does business. Also, not to be confused with Financial Accounts.

competitive relationships

Relationships the customer has with the organization’s competition.


Glossary Terms

C

complex join A join between two tables over nonforeign key-primary key columns.

component warranty

The original warranty from the component or subassembly manufacturer who was responsible for the production of the part.

Computer Telephony Integration (CTI)

The means by which a computer system can interact with the telephone system. Telephony activity, such as making a call or answering a call, can be performed within Siebel eBusiness Applications using the communications toolbar.

configuration Typically, in Siebel Tools, the modification of a Siebel application to change its look, feel, and behavior to meet specific business requirements.

configuration file

A Siebel file that contains Siebel application configuration data. It is stored on the Siebel Server or on the Siebel client. The extension for a configuration file is .cfg, for example uagent.cfg.

configurator engine

In Siebel eConfigurator architecture, the software module execution machinery used to implement the semantics defined by a model.

conflict detection

The process of identifying inconsistent database change transactions between intermittently connected databases. For example, two values in the same field of a table would cause a conflict. Siebel Remote detects duplicate conflicts, operation conflicts, and update conflicts. See also Client Wins on page 17, Server Wins on page 60, and update conflict on page 70.

conflict resolution

The process of applying a set of rules, or algorithm, to conflicting transactions to determine which transaction has precedence for updating the database. Used in data synchronization. See also Client Wins on page 17, Server Wins on page 60, and update conflict on page 70.

connection pool

An object in the Physical layer that describes access to the data source.

For each data source, there is at least one corresponding Connection Pool. The connection pool contains data source name (DSN) information used to connect to a data source, the number of connections allowed, timeout information, and other connectivity-related administrative details.

connector (1) A type of Siebel integration product that uses Siebel eBusiness Application Integration (eAI) to exchange application data and interact with a third-party application or server. (2) In Siebel Business Process Designer Administration Guide it is a definition of the relationship between two workflow process steps.


Glossary Terms

C

contact A person with whom the user of Siebel Financial Services does business. A contact may have a direct relationship with the user or may have a relationship due to their position and duties within a company.

contact access list

See sales team on page 59.

contact center See call center or contact center on page 15.

constraint A set of rules that guide the Optimization Engine and the ABS while searching for a solution. For example, a field service engineer cannot work more than 12 hours in a day. Constraints may be hard or soft (hard versus soft rules). Solutions that violate hard rules are discarded even though they may be better than other solutions. The Optimizer may use solutions that violate soft rules, but the Optimizer assigns a penalty to these violations that may make one solution less favorable than another solution.

contract This is another name for agreement. It often replaces agreement in formal discussions or communications. The term contract is the accepted term within the legal and business communities.

contract scheduling

(1) Assigning a time slot to an appointment based on service contract commitments. This process may require rescheduling (reoptimizing) the entire schedule to accommodate the new activity or fitting the new assignment into a free spot in the schedule. (2) In field service, contract scheduling is the inserting a high-priority service activity into a schedule with minimal disruption of the schedule and without significant increase in the cost of the schedule. Contract scheduling often responds to a break/fix incident while accommodating time commitments specified in a service contract (for example, a field service engineer must be on site within four hours). Contract scheduling requires an immediate response. Contract Scheduling is a component of the Optimizer.

control A visual object, displayed in the user interface, that allows user interaction with the application.


Glossary Terms

C

control ID This can be a text string, in which case it is the name of the control, or it can be a numeric ID.

NOTE: Control IDs are case-sensitive and do not include the dot that appears before the ID. Numeric IDs depend on the order in which dialog box controls are defined. You can find the numeric ID using the DlgControlID function.

Cost function A formula that the Optimization Engine uses while optimizing a schedule. The cost function determines what constitutes a low cost solution. After considering the constraints for scheduling, the Optimizer uses this formula to weight possible solutions based on the consequences of a schedule for the service provider; for example:, Cost = 100*Distance + 500*overtime + 1000*priority

An optimal solution is one that respects the constraints and minimizes (or maximizes) the cost function.

NOTE: Cost does not imply financial cost, but instead is simply a weighting factor

Cost list Consists of a cost name and a default cost method (standard, average, next, last). Cost List Items contains products associated with a cost list, along with the cost values for each product. Cost values are required for costing products, based on different cost methods. A cost list can be associated with a price list.

costs The total costs incurred to meet an agreement. Costs include labor, materials, overhead, travel, supplies, tools, purchases, inventory carrying costs, transportation, billing, depreciation, and other capital expenses needed to fulfill the terms.

count basis A method of inventory classification that determines how often to count a product during cycle counting. Inventory locations with a count basis of ABC are counted according to their relative value. Inventory locations with a count basis of XYZ are counted according to their relative turnover. The Cycle Counting Engine counts inventory locations with higher turnover and value more often.

count frequency

The interval in days between physical counts of inventory. Counting frequency is less than or equal to the counting period. For example, a counting period of 60 days may have a counting frequency of seven days, so that inventory counts take place every seven days. In 60 days all inventory is counted at least once.


Glossary Terms

C

count period See Period.

coverage See entitlement on page 28.

CTI Computer Telephony Integration. See Computer Telephony Integration (CTI).

CRM Customer Relationship Management. This is an industry term referring to the management of customer accounts and information.

customer dashboard

A display of critical information about the current customer. In Siebel Call Center, an application display area in which customer information can be displayed to a call center agent.

customer hierarchy

The various levels at which a Siebel marketer plans to target campaigns.

customer information file

CIF. A Siebel eBusiness Platform configured as the central repository for enterprise customer, partner, and prospect data. This product will interact within an enterprise architecture to use the key back office systems that act as the system of record, or master, for a particular subset of data.

customer number

A unique numeric value that identifies the customer from all other customers.

customer-centric

This term indicates that the customer is the central focus or the hub of information for a set of views.

customer relationships

Includes internal, external and competitive relationships. Internal relationships are those that the customer has with other divisions within the organization. External relationships are those that the customer has outside the organization. Competitive relationships are those that the customer has with the organization’s competition.

customer session

There are two types of Customer Sessions—Account holder and Non-account holder:

Account holder. This type of customer session is initiated when the customer involved in the interaction with the user is a client of the financial institution and can be identified by the system.

Non-account holder. This type of customer session is initiated when the customer involved in the interaction with the user is not a client of the financial institution.


Glossary Terms

C

customer type An indicator of the type of customer the product will be marketed to (such as, small business, consumer, or corporate).

customization See configuration on page 19.

cycle counting The process of reconciling actual inventory with inventory as recorded in the database. This involves counting only part of an inventory at one time. By cycling through the entire product inventory, each item is counted at least once during a specified time period.


Glossary Terms

D

DDNIS Dialed Number Identification Service.

Dashboard Dashboards are typically used to display reports specific to the needs of users or groups. Siebel Analytics allows you to create your own dashboards or to access preconfigured dashboards. Historical and current data sources can be merged into a single dashboard. See also customer dashboard on page 22.

data administration

A high-level function that performs the overall management of data resources in an organization, including the maintenance of corporation-wide definitions and standards.

data conflict A situation in which data that is being updated, inserted, or deleted is inconsistent. See also conflict detection on page 19.

dated date The first day that interest starts to accrue on newly issued bonds.

data map The rule for converting data represented in one data model schema to an equivalent representation in another data model schema. See also data transformation engine (DTE) on page 25.

data security A scheme for protecting data from intentional or unintentional update or deletion. Often the protection is accomplished by restricting each user’s individual ability to create, read, update, or delete specific information.

data source name (DSN)

A logical identifier for a data source containing connection and login information, typically to a database.

data synchronization

A process invoked by a Siebel Remote user to send changes from that user’s laptop to the server, and to receive and apply changes from the server. This process is necessary to keep the Siebel database and the local database current.

data table A Siebel table with a Type property value of Data (Public) or Data (Private). Data tables are in contrast to extension (See also extension table on page 29) and interface tables (See also interface table on page 35 and table, in relational database on page 67), among others.

data transformation

The component of data reconciliation that converts data from the format of the source operational systems to the format expected by the Siebel application.


Glossary Terms

D

data transformation engine (DTE)

A library of functions that is used to convert data represented in one data model schema to an equivalent representation in another data model schema.

The Siebel Data Transformation Engine maps the vendor output integration object to a Siebel input integration object.

data transformation rule

A rule for converting data represented in one data model schema to an equivalent representation in another data model schema.

data warehouse

The whole environment to enable decision support applications, including databases containing historical data, query servers, client tools, data extract and movement, processes, and planning.

database account

A valid account on the application database. The database account credentials are used to connect to the database.

database administrator (DBA)

An individual whose duties include responsibility for the design, management, and implementation of the database, including maintenance of the relational database management system (RDBMS) that stores application data. See also application administrator on page 10 and system administrator on page 66.

Database Extract

The component of Siebel Remote and Replication Manager that creates a database snapshot file for a given Mobile Web Client user. The snapshot contains all the data required to initialize the user’s local database and is visible to that particular user. A database extract retrieves data according to predefined routing rules.

database initialization

The importing of data into an empty local database.

database management system (DBMS)

An application that is used to create, maintain, and provide controlled access to user databases.

database server

(1) The computer on which a shared database resides. (2) The combination of hardware and software that allows users to access information stored in the database.

data-level integration

Integration by accessing legacy databases or files through EIM, dataimp, and dataexp routines, and the External Business Component facility.


Glossary Terms

D

deals A set of information, including documents, activities and data, relating to an opportunity to generate revenue for an institution. Information is shared between a set of users all working to realize the deal (called a deal team). The information can be restricted such that only users on the deal team can see the information.

decision support

The capability to ask business questions over large quantities of historic information.

deduplication Part of the Siebel Data Quality solution, deduplication is a process that identifies and eliminates duplicate Account, Contact, and Prospect records. It can be used in real-time or batch processing mode. See also dirty data on page 26.

designated contact

A Siebel customer contact who receives Siebel training and can call for Siebel support. The trained designated contact provides technical support to users. Siebel Technical Support provides support to a customer’s designated contacts only.

detail In a one-to-many relationship, the detail business component records or detail table rows correspond to the many aspect of the relationship. See also master on page 40.

dialer A combination of hardware and software that automatically initiates outbound telephone calls. Typically, a dialer retrieves contact data from a database. An agent gets on the line only if a connection is made to a live recipient.

dimension A category of attributes by which the business is defined.

dimensional hierarchy

Levels in a dimension that are related to each other by one-to-many relationships. For example, a region hierarchy can be defined as a ZIP Code rolling up to a city rolling up to a state. That is, there is exactly one city and one state corresponding to a single ZIP Code, but there might be many ZIP Codes corresponding to a single city, and there might be many cities corresponding to a single state.

directory The store, such as an LDAP directory, where user information, such as database account and roles, is stored external to the Siebel application.

dirty data Data that typically has come off several transaction systems and needs to be cleaned before being queried in order to get correct results. Examples of dirty data are duplicate records, records that use inconsistent naming conventions, or records that do not have compatible datatypes. See also deduplication on page 26.

discount A decrease applied to the insurance premium due to reduced risk potential.

dispatcher horizon

The length of time (in days) that is used by the scheduling engine for contract scheduling. Typically, this length is from day 0 to day 7 (today to a week from now).


Glossary Terms

D

display functions

Functions that operate on the result set of a query to produce aggregated results. Examples are TOPn, BOTTOMn, PERCENTILE, and MAVG.

distribution channel

A way of delivering goods and services to a given market.

distribution list

A collection of outbound ports that can be used to send the same document to a group of different trading partners.

docking visibility rules

In Siebel Sales, rules that determine which records from the server database are propagated to each mobile user.

document index

A list of the documents associated with an insurance policy, not the actual document itself.

domain A group of computers and devices on a network that are administered as a unit with common rules and procedures. Within the Internet, the domain in which a device is said to reside is determined by a specific part of its Internet Protocol (IP) address. All devices for which that part of the IP address is the same are said to be in the same domain.

draw In Siebel Incentive Compensation, payments that companies make to sales representatives in advance of performance.

drill across Navigation by the user to more detailed information related to the hyperlink. Clicking on the hyperlink moves the user to another screen within the application. For example, clicking a hyperlink in the Account column takes the user to the Account screen for the selected record.

driving table A mechanism used to optimize the manner in which Siebel Analytics Server processes multidatabase joins when one table is very small (the driving table) and the other table is very large.

D-U-N-S number

A number, assigned by D&B, that uniquely identifies a company. Sometimes appears as DUNS # in the Siebel application user interface.

duplicate conflict

A conflict that occurs when two database rows residing on different machines have the same value for the user’s primary key. See also deduplication on page 26 and dirty data on page 26.

Dutch auction In Siebel eAuction, an auction format in which the item price decreases over time. The seller determines the amount by which the price will drop and the length of the interval after which it will drop.


Glossary Terms

E

EBPP Electronic Bill Presentment and Payment.

EFT Electronic Funds Transfer.

EIN Employer Identification Number.

eBusiness Application Integration (eAI)

Allows external systems to communicate with Siebel eBusiness Applications. Siebel eAI components include transports and adapters for BizTalk, MQSeries, MSMQ and HTTP, as well as connectors that interface directly with specific third-party software, such as PeopleSoft or SAP.

elapsed time In Siebel Call Center, the length of time an agent has been on the phone with a customer. See also target time on page 67.

employee benefits consultant

Consults with employers to analyze and design their employee benefits plans. These consultants usually do not sell insurance or retirement plan products, although some may be licensed agents or brokers.

English auction

Also called a Forward auction. The traditional and most popular auction type. An item is sold to the bidder who makes the highest bid. If multiple items are auctioned, all winning bidders pay their bid prices. Siebel eAuction includes AutoBid, a feature that acts as an auction bidder’s agent. In an English auction, AutoBid raises bids by the bidder’s chosen bid increment until the bidder’s maximum bid amount is reached.

enterprise selling process (ESP)

The enterprise selling process (ESP) allows sales teams to penetrate, cover, and grow large strategic accounts, especially global accounts. By using ESP, sales teams can identify the customer’s business drivers and objectives, uncover opportunities at other companies, develop global account strategies, manage key executive relationships, and take advantage of partner and marketing activities.

entitlement (1) The services a customer receives based on a contract (often referred to as coverage). An entitlement defines service obligations by account, contract, or asset over a specific time period. (2) In field service, entitlement is a document that defines the level of support for specific accounts, contacts, and products, including the response time and the service level that customers can expect.

Entitlement metric

The values that characterize a level of service; for example, response time.


Glossary Terms

E

event Selected events within Siebel eBusiness Applications that allow the association of extension routines that extend the base behavior of an application. When a Siebel event is activated, developer-specified procedures are invoked in addition to the standard procedures coded in Siebel eBusiness Applications.

Exception hours

Specific day or hours in a schedule that are specified for working or not working; for example, a midweek holiday in a 12 x 5 schedule.

explorer tree An applet that presents hierarchically structured information in an expandable tree control.

extension A single line or directory number that is available for a teleset. An agent can receive telephone calls on one particular extension for a given session in a CTI-enabled Siebel application. See also teleset on page 67.

extension column

A column that may be used by a custom-configured Siebel application, but is not used by standard Siebel eBusiness Applications.

extension table

A special type of table that provides additional columns to a data table. The database product may support only a limited number of columns, or it may not allow adding a column to a table after it is populated with data. Siebel eBusiness Applications provide extension tables for most of their base tables. See also base table on page 12 and extension column on page 29.

external content

News and other information that is created outside of the user’s company and is brought to the user by Siebel eBriefings and Siebel eContent Services through arrangements with external content providers.

external data mapping

Mapping to data that resides in sources external to a Siebel application for the purpose of building measures, attributes, filters, and segments for use in marketing campaigns.

external integration object

The integration object that holds data represented in an external application’s data model schema. For outbound integration, it holds data coming out of the Siebel application after processing by the data transformation engine (DTE). For inbound integration, it holds data that goes into the Siebel application before processing by the DTE. See also data transformation engine (DTE) on page 25.

external relationships

Relationships that customers have outside of their own organization.


Glossary Terms

F

FFDIC Federal Deposit Insurance Corporation (U.S. only).

fact table A table in a dimensional schema that contains measures and has foreign-key relationships with dimension tables.

Fairness constraints

Rules governing the equitable distribution of workload in a service organization.

Favorites drop-down list

See Queries drop-down list on page 53.

featured catalog

A catalog that is given special treatment to call attention to it, such as new and sale catalogs.

featured item An item that is given special treatment to call attention to it, such as new and sale items.

fee-per-use Charging a customer for the use of a product according to how much the customer uses it.

field, calculated

A field whose value is derived from the values of other fields by a formula. You do not enter data into a calculated field; the system automatically determines the correct value.

Field service activity

A record in Siebel Field Service that maintains information about activities performed by field service engineers or repair technicians. This is an extension of Siebel Activity, with Field Service customizations that specifically meet the requirements of engineers reporting complex, standardized service activities, including work done in response to a service request, assignment and scheduling of field activities, and tracking of tools and parts.

Field service engineer (FSE)

An employee trained to respond to a customer’s request for on-site service and repairs.

file attachment

An external document that a user can bring into a Siebel application, open, and edit. It can also be transferred between a local database and the server during synchronization.

firms Organizations.


Glossary Terms

F

flexible group routing

A feature that routes data based on subsets of routing rules, known as a routing model on page 58.

forward auction

See English auction on page 28.

fragmented table source

A logical table source with one or more physical tables that makes up a portion of the data at a given level of aggregation.

Frequency See count frequency.

Fulfillment The process of selecting and allocating inventory to satisfy an order. The Fulfillment Engine locates inventory items or substitute items, allocates these items, and generates pick tickets. The Fulfillment Engine generates an inventory transaction for a specified product, quantity, source, and status, based on the priority of the order and the relationships defined for the account selected or order terms specified.

function A procedure that returns a value. In Basic, the return value is specified by assigning a value to the name of the function, as if the function were a variable.

functional dependency

In a dimensional hierarchy, nonkey columns are said to have a functional dependency on a key column because each key value always corresponds to the same nonkey values. This fact allows precomputed aggregates to be used to answer a much broader set of queries.


Glossary Terms

G

GGeocode A geographic locator that includes the city, state, country, ZIP Code, longitude, and

latitude down to degrees.

GIS Geographic Information Systems. Provides geographic information about provided addresses, latitudinal and longitudinal coordinates, and other geographic conventions.

global deployment

The process of installing, configuring, testing, and deploying Siebel eBusiness Applications in more than one locale and language.

Glued period The time period, starting from the present time, when all activities on a schedule are automatically locked and may not be rescheduled. No activities should be rescheduled within the Glued period. However, exceptions can be set manually on the Dispatch Board.

granularity The level of detail of the records in a table.

group pension A group pension is the retirement or pension plan bought by a company or organization as a benefit to the employees or members.


Glossary Terms

H

HHard constraints

Rules that the Optimizer or Appointment Booking processes must satisfy. Solutions that do not satisfy these rules are discarded. For appointment booking, all constraints use only hard rules. For optimization, rules can be either hard or soft.

hierarchical attribute

A logical rollup of attribute family levels that facilitates drilldown in segments and suppression views—for example, rolling up postal codes to state, region, or country.

hierarchical list applet

Displays hierarchically organized data in an expandable list format. Elements in the list can be expanded to show subordinate elements by clicking the plus (+) icon. Click the minus (–) icon to collapse an expanded hierarchy. Levels of indentation represent hierarchical relationships.

hierarchy See dimensional hierarchy on page 26.

holder A person, an organization, or a company that owns the account or security.

holdings Typically shares of securities or mutual funds but may be other types of investments such as real estate properties.

household number

A unique numeric value that identifies the household from all other households.

housing expense ratio

The percentage of gross monthly income that goes toward paying housing expenses.

hoteling The way in which a contact center allows agents to share computer and telephone equipment.

HTML template

An HTML model or style file for generating a Web template containing both standard HTML and Siebel tags. Information in the HTML template file is combined with information stored in the Web template object definition in the repository to generate the final HTML output.


Glossary Terms

I–K

I–Kimage control A feature that lets a developer display pictures stored as bitmap files that are

associated with business component records.

image fee A flat-rate charge for uploading images to be posted to an auction site.

imaging system Software that allows paper documents to be captured in digitized format for indexing, printing, faxing, distributing, and archiving.

immediate annuity An annuity under which benefit payments commence one annuity period after the annuity is purchased. An annuity period is the time span between each of the payments.

inbound integration The process of making data from an external application accessible from within a Siebel application.

Indirect expenses Expenses incurred while executing a service. This includes costs for generating a service request, shipment costs, pick tickets, email response cost, and so on.

index In relational databases, a system table that cross-references the values in selected database columns to the rows in which those values reside. Indexes can improve the performance of queries.

instantiate (1) In Siebel eBusiness Applications, to instantiate is to create an instance of an object definition. (2) In object-oriented programming, to instantiate is to create an instance of a class.

instructional text In Siebel SmartScript, a script to assist call center agents in troubleshooting or selling.

integration message

A document typically consisting of header and body data. Header data identifies the message type and structure. Body data contains one or more instances of data, for example orders, accounts, or employee records.

integration object Defines integration points in the Siebel eBusiness Application Integration (eAI) architecture. See also integration point on page 34.

integration point The data interface that connects business processes. An integration point can consist of equivalent and overlapping information that resides in two applications. An integration point can also be defined to connect distinct, but related, information that is needed to support the different steps of a business process. See also integration object on page 34.


Glossary Terms

I–K

interapplication variables

Variables that can be sent back and forth between a Siebel application and external applications that access the Siebel application.

interface table A table that denormalizes a group of base tables into a single table with which external programs can interface. Used by Siebel Enterprise Integration Manager to import initial data for populating one or more base tables. See also base table on page 12 and table, in relational database on page 67.

Internal order Document used to replenish stock or move inventory among inventory locations.

internal relationships

Relationships the customer has with other divisions within the organization.

internationalization

The process of making a software product localizable for any locale on page 38. It is often abbreviated as I18N because there are 18 characters between the initial I and the terminal N.

intersection table

A table that implements a many-to-many relationship between two business components. It may also hold intersection data columns, which store information pertaining to each association.

intranet A network inside a company or organization that is accessed by using the same kinds of software (such as Web servers and browsers) as those used on the public Internet.

Inventory levels

Categories of inventory that specify availability and status. An inventory level is specified by a pair of values; for example:

■ On Order (availability), Good (status)

■ On Hand (availability), Good (status)

■ Reserved (availability), Good (status)

■ In Transit (availability), Defective (status)

Inventory levels can exist at any inventory location.

Inventory location

The physical location of inventory; for example, a field engineer’s trunk, a warehouse, or a sublevel, such as a shelf or an aisle in a warehouse.

investments A collection of individual securities usually held in an investment account.


Glossary Terms

I–K

Invoice A document describing the work performed and the amount billed to and payable by the customer.

item detail page

The Siebel eAuction Web page containing information about a given item, such as the item number, item description, item photo (if available), lister ID, link to the lister’s rating, link to send email messages to the lister, and item bidding history.

ITIN A number used by nonresident aliens in the United States as a type of TIN or SSNtax identification number.

jeopardy A state in which a contractual commitment is in danger of not being met. This may occur for several reasons, such as a vehicle breakdown or a previous job running late.


Glossary Terms

L

Llabel A label identifies a position in the program at which to continue execution, usually

as a result of executing a GoTo statement. To be recognized as a label, a name must begin in the first column and must be immediately followed by a colon (:). Reserved words are not valid labels.

language code The code that specifies which human language is used for a display value. Each language has its own code identifier—for example, ENU identifies U.S. English. For a list of language codes, see the server installation guide for the operating system you are using.

level A component of a dimensional hierarchy that rolls up or is rolled up from other levels. See also dimensional hierarchy on page 26.

license file The file that specifies how many catalogs, categories, and items can be supported in an auction.

license key Siebel eBusiness Applications use license key numbers to allow your organization to access the products you have licensed.

list format Sequences the fields of information that appear in the Siebel Marketing distribution list. When partnering with external vendors or fulfillment houses for execution of a campaign, marketers must pass data according to a predefined fixed file structure. Users can define list formats according to these requirements to pass the data in the appropriate format.

list management

The process of importing and managing lists of contacts and prospects for use in marketing and sales campaigns.

list measure An alphanumeric database field that is used during list generation for vendors.

list of values (LOV)

A set of values in a static picklist. It includes the value, the language, and the display value of the picklist. Also, a drop-down list containing values used throughout an application. For example, one part of the list might include postal codes for states and countries.

lister In Siebel eAuction, the individual or company posting an item to an auction. The lister defines the item.


Glossary Terms

L

loan-to-value percentage

The relationship between the principal balance of the mortgage and the appraised value (or sales price if it is lower) of the property. For example, a $100,000 home with an $80,000 mortgage has a LTV percentage of 80 percent.

LOB Line of Business.

local database A database that resides on a user’s laptop and contains data that is visible only to that user. It is periodically synchronized with a corporate database. See also Siebel Mobile Web Client on page 63.

local lock In Siebel Tools, the lock placed on a project in the local repository instead of on the server. Using a local lock allows developers to modify object definitions in a project on the local database. It is advantageous for testing, but it does not allow the developer to check in the modified object definitions to the server. See also check in on page 17.

locale A set of user preference information related to the user’s language and cultural conventions. See also global deployment on page 32 and internationalization on page 35.

localization Localization is the process of adapting a program for a specific locale. It is often abbreviated L10N because there are 10 characters between the initial L and the terminal N.

locking In Siebel Tools, when a project is locked, one developer can modify its object definitions, but others cannot. However, unlike check out, locking a project does not copy its object definitions from the server to the local database. See also check in on page 17 and check out on page 17.

logical table A table object in the business model and mapping layer. A single logical table can map to one or more physical tables.

Login form The user interface form through which the user presents his or her user credentials.

Logistics The process of planning, implementing, and controlling the efficient, effective flow and storage of goods, services, and related information from point of origin to point of consumption.

Logistics Manager

A module of Siebel Field Service that includes the Fulfillment, Part Locator, Parts Movement, Replenishment, and Cycle Counting Engines.


Glossary Terms

L

loss taker The person who takes the initial insurance loss report. This varies greatly by company and can be a call center service representative, an agent or agent’s employee, or an insurance claims adjuster.

LOV List of Values. See list of values (LOV).

LTV Loan to Value. See loan-to-value percentage.


Glossary Terms

M

MManager visibility

A visibility setting for a view that provides the user access to records assigned to the manager or to the manager’s direct reports. Specifically, the user has access to:

■ Records owned by the user or the user’s position (depending on how ownership is defined for the kind of data)

■ Records owned by descendant positions to the user’s position (that is, direct reports and their direct reports)

■ Records for which a sales team is assigned, and the primary on the team who is a descendant position to the user’s position

Manufacturer’s Warranty

Protects the product user from any additional financial liability if the product fails and requires replacing during the warranty period.

many-to-many catalog

In Siebel eAuction, a catalog in which users who have registered as listers can post auction items. See also one-to-many catalog on page 45.

marketing file server

A file server that contains marketing literature and correspondence files for client access.

master A term that pertains to table rows or business component records. In a one-to-many relationship, the master business component records or table rows correspond to the one. See also detail on page 26.

material type A category that groups materials with the same basic attributes together. When a material record is created, a material type must be assigned to it. Examples of material types are raw materials, finished goods, and trading goods.

maximum financing

A mortgage amount that is within 5 percent of the highest loan-to-value (LTV) percentage allowed for a specific product. Thus, maximum financing on a fixed-rate mortgage would be 90 percent or higher, because 95 percent is the maximum allowable LTV percentage for the product.

measure aggregation

Rolling up Siebel Marketing bound or custom measures into various levels of customer hierarchies and attributes using aggregate functions such as sum, min, max, and so on. For example, revenue sum by customer by quarter calculates revenue for every customer for every quarter.


Glossary Terms

M

measure column

A column, usually in a fact table, that can change for each record and can be added up or aggregated in some way. Typical measures are sales dollars and quantity ordered.

measure restriction

In Siebel Marketing, the data set that restricts computation of a custom measure. An example is total revenue within an individual account restricted to last year.

measure-based attribute

In Siebel Marketing, a way to group a bound or custom measure into more useful splits. For example, total revenue by account could be split into three groups—high, medium, and low—that could then be used in segment and filter criteria.

measurement (1) A value associated with an asset. These values are often related to critical performance characteristics that determine breakdown, indicate cost inefficiencies, or track the use of multiple subassemblies. (2) In field service, measurements are the key characteristics of assets that are diagnostic of the state of an asset. These characteristics may be pressure, total revolutions, number of copies, and so on.

members area In Siebel eAuction, an auction page for registered users that contains links to member services such as account administration, My Auctions, AuctionRate, and a member’s winnings list.

message bar An area at the bottom of an application window that shows messages pushed from the server.

metacommand A metacommand is a command that gives the compiler instructions on how to build the program. In Basic, metacommands are specified in comments that begin with a dollar sign ($).

metadata Data about data. Metadata objects include the descriptions of schemas (tables, columns, datatypes, primary keys, foreign keys, and so on) and security attributes (users, groups, and so on).

Metadata Business Service

In the Siebel Mobile Connector, a business service that allows filtering of Siebel applications data through preconfigured application definitions by generating XSL style sheets.

method-level integration

Integration by sharing business logic, such as a collection of shared methods or operations that the Siebel application or foreign system can invoke.

middleware Software that resides between two or more types of software and translates information between them. Middleware can cover a broad spectrum of software and generally resides between an application and an operating system, network


Glossary Terms

M

operating system, or database management system. Examples of middleware are CORBA and other object broker programs, network control programs, and computer telephony integration (CTI) servers.

MidMarket Edition, Siebel

A Siebel Systems product line designed for the midmarket. Midmarket consists of companies with revenues at or under a certain level as determined by Siebel Systems.

mode of premium payment

The frequency with which premiums are paid (for example, annually, quarterly, or monthly).

MTBF Mean time between failures; a measure of dependability of the product.

MTD Month to Date.

MTTR Mean time to repair; a measure of the time required to repair the product.

multidatabase join

A join between two tables where each table resides in a different database.

multinode implementation

An implementation that has one primary node and multiple regional nodes. Replication Manager is used to keep data in these nodes synchronized.

multiple-organization visibility

Limits the visibility of data to the user’s organization.

multiplier In Siebel Incentive Compensation, an option that allows users to create more complex compensation rules by multiplying the output of one incentive component by a percentage factor defined in another incentive component. See also rule on page 58.

multitenancy The ability of a single contact center to support multiple organizations or functions, such as multiple marketing campaigns or products, or even multiple client companies. Siebel Communications Server and Siebel CTI support multitenancy. Users can change position to another organization, or this can occur automatically—for instance, when accepting a call.

multithreading (1) The running of several processes at the same time (multitasking) within a single program. (2) In data manipulation, a system in which nodes in a tree data structure contain pointers to higher nodes to make traversal of the structure more efficient.


Glossary Terms

M

multi-value group (MVG)

Multi-Value Group. In Siebel eBusiness applications, the MVG is a drop-down list. In Siebel Tools, a dialog box.


Glossary Terms

N

Nname A Basic name must start with a letter (A through Z). The remaining part of a name

can also contain numeric digits (0 through 9) or an underscore character (_). A name cannot be more than 40 characters in length. Type characters are not considered part of a name.

name information

Financial institutions distinguish name changes as minor modifications or corrections, and changes or alterations of legal title. Minor modifications or corrections are associated with fixing mistakes, while the alterations may be the result of legal changes such as, marriage, divorce, legal name change, or adoption.

needs analysis In a needs analysis, agents ask questions and assign scores to the answers that customers give them. Using this information, agents can recommend a package of products or a single product and cross-sell a group of products or a single product.

Non-serialized assets

Assets without serial numbers. Serial number tracking is not used for these assets.

non-Unicode character set

Character sets other than Unicode. The term implies that the character set supports a restricted set of characters. Typically, a non-Unicode character set supports the alphabet of a single language or collection of languages that use the same or similar alphabets.


Glossary Terms

O

Oobject compiler

A module of Siebel Tools that allows a developer to create aBsrf file from the current set of object definitions in a local repository. This file can be executed by a Siebel application.

object type A named structure from which object definitions of the same type can be created. An object type has a predefined set of properties. The object definitions created from it have values for each of these properties (default or user-specified). Object types can have parent and child object types that form a hierarchical tree structure that is visible in Object Explorer.

occurrence, Siebel Marketing

A Siebel Marketing program can be rerun periodically according to a schedule. Each execution of a program (or stage or campaign) is tracked as a single occurrence.

ODP Overdraft protection.

offline mode In the Siebel Analytics Server Administration Tool, a mode in which you can edit a repository that is not loaded into the Siebel Analytics Server and therefore no users are connected to the repository.

one-to-many catalog

In Siebel eAuction, a catalog in which only owners and administrators can post auction items. See also many-to-many catalog on page 40.

one-to-many extension table

An extension table whose rows are the detail rows of a one-to-many relationship with master rows in a base table. See also extension table on page 29.

one-to-many relationship

A relationship between two kinds of entities in which one of the first kind corresponds to one or more of the second kind. For example, a purchase order has one or more line items. Entity relationship diagrams use symbols to indicate one-to-one and one-to-many relationships between database tables or logical entities.

one-to-one extension table

An extension table that contains exactly one row for each base table row. This is the standard kind of extension table. See also extension table on page 29.

one-to-one relationship

A relationship between two kinds of entities in which one of the first kind corresponds to one of the second kind—for example, an account has one account manager.


Glossary Terms

O

online mode In the Siebel Analytics Server Administration Tool, a mode in which you can edit a repository while it is available for query operations. Online mode also allows user session monitoring for users connected to the subject areas in the repository.

open enrollment period

The one or two month period (often in October) set aside by a group in which this period all group members choose from insurance options and choose their benefits.

open model A model that can include elements or attributes not declared explicitly in the content model. These additional tags can come from the same namespace or from a different namespace.

operation conflict

A conflict in which one database transaction attempts to update a row while another attempts to delete it.

opportunity An opportunity is a potential revenue-producing event related to one or more companies or individuals.

optimal schedule

The longer the optimization algorithm runs, the closer the Optimization Engine comes producing a schedule meeting all constraints, minimizing downtime and costs, and maximizing efficiency. Note that the optimization algorithm can be the same for both feasible and optimal schedules; the difference is the amount of time the optimization is allowed to run.

Optimizer (Optimization Engine)

A component of Siebel Scheduling that refines an existing schedule for a service region, based on hard and soft constraints and a cost function. The output of the Optimizer is the assignment of specific field service engineers to service activities on specific dates and times.

optimizer horizon

The period of time, in days, for which the Optimization Engine optimizes the schedule for a specific service region. This period is expressed either as an absolute start and end date or as an offset start and end date. This time period must fall within the dispatcher horizon Typically, this period covers days 0 to 7 (starting from today to a week from today). This time period must fall within the dispatcher horizon. See also dispatcher horizon on page 26.

optimizer period

The period of time, starting from now, that the Optimization Engine optimizes. This time period must fall within the optimization horizon, but may be a subset of that time period.

organization A attribute that limits the visibility of data to part of a company.


Glossary Terms

O

organizational visibility

Provides the user with access to records within a given organization.

outbound integration

The process of making data managed by a Siebel application accessible by an external application.


Glossary Terms

P

Ppackage A set of files often used for upgrades. If the upgrade includes a new version of a

Siebel installation, the customer can use Siebel Packager to gather the files and information needed for a custom installation package for each subscriber configuration. See also Packager, Siebel on page 48.

Packager, Siebel

A utility that gathers files and information needed to prepare custom software installation packages for distribution to end users for upgrades.

participation/participant

See syndicate on page 66.

partner Another company that works with your company, selling or servicing your products. In some industries, partners are called channels, brokers, dealers, agents, distributors, or channel partners. Partner is a general term for all of these.

Period For cycle counting, the time period in days allotted to counting all A/X, B/Y, or C/Z class items at this location. For example, if the counting period for class A/X products is 90 days, the Cycle Counting Engine makes sure the products in this class are included in the Part List at least once every 90 days. Counting Period A/X ≥ Period B/Y > Period C/Z ≥ Counting Frequency.

period certain On a life annuity with period certain, the insurer pays the annuity income benefits as long as the annuitant lives, and guarantees to pay benefits for at least a certain period—the period certain—even if the annuitant dies before the end of the period.

period chart A chart in which the x-axis is divided into hours, days, months, quarters, or years.

person record A type of Siebel record that represents an individual, who may be further identified as a contact or as an employee.

personal visibility

Provides the user with access to records that were created by, or assigned to, the user. The user’s login ID is designated as the owner.

physical schema

A description of the physical files that make up a database. The schema includes filenames, file locations, access methodology, and actual or potential data derivations. See also search specification on page 60.

physical table An object in the physical layer, usually corresponding to a table that exists in a physical database. It can correspond to a virtual table from the database derived from a query expression (SQL statement).


Glossary Terms

P

pick applet In Siebel Tools, an applet that resides in a dialog box. The dialog box appears when a user must make a selection in a control or list column that is designated to activate a given pick applet. The pick applet provides a list or table of selection values from which the user selects one or more values or rows.

Pick ticket A document that provides detailed information about the service parts required to fill orders. A warehouse clerk uses this list to pick and ship the items that complete an order.

picklist (1) A user interface feature that displays a list of valid values for a specified field or list column cell. A picklist is basically the same thing as a drop-down list. (2) A means for attaching a single record to a field in a list or form.

platform A platform includes the operating system of the various entities of a Siebel deployment; the database, the Siebel servers, and the clients and the character set used by these entities.

PMI Private Mortgage Insurance.

precedence order

Siebel VB’s method to determine which operators in an expression to evaluate first, second, and so on. Operators with a higher precedence are evaluated before those with lower precedence. Operators with equal precedence are evaluated from left to right. The default precedence order (from high to low) is numeric, string, comparison, logical.

PM (Preventive Maintenance) actions

Field service activities necessary to carry out a preventive maintenance service call.

PM (Preventive Maintenance) plan

A definition of recurring activities that are always triggered (scheduled) and performed as a unit. A plan includes the products covered and the triggers considered; it also displays the history of actions taken.

PM (Preventive Maintenance) triggers

The specific events for a selected PM plan that initiates PM actions if certain conditions are met. Triggers are based on time, use, thresholds, or events.

Preventive Maintenance (PM)

Service activities performed on a product to prevent excessive wear or failure.


Glossary Terms

P

product profile A listing of policies and quotes that exist for a contact, account (household), or opportunity.

profit rank This is the ranking of the profits earned when compared with the rest of the products within the same product line.

polling table A table on the physical database used to keep track of changes to the physical database. If changes have occurred on the physical database, any cache entries that reference the changed table are invalid and should be purged.

portfolio management process (PMP)

The portfolio management process (PMP) provides a structure for segmenting a portfolio of accounts, profiling the most important accounts, creating a coverage plan, and developing a strategy to drive revenue growth.

ports (1) In Siebel industry applications, rules that trading partner organizations accept for sending business documents to one another. These rules may require organizations to send information on the type of transport and security, the address, and the control numbers for electronic data interchange (EDI) delimiter types. (2) A technical term for a kind of network address for a machine.

post In Siebel eAuction, to add an auction item (for sale) to a catalog.

postoperation event

An event that occurs after a standard operation in a Siebel application. Useful when the event relies on data that may have been updated in the course of executing the standard event in the application, or when standard processing is desired no matter what the outcome of the procedure. See also preoperation event on page 50.

preoperation event

An event that occurs before a standard operation in a Siebel application. For example, the PreDeleteRecord event occurs before the DeleteRecord event. See also postoperation event on page 50.

presentation catalog

An object in the Presentation layer that contains presentation tables and columns that are visible to end-user applications. A presentation catalog contains objects from a single subject area.

The Presentation layer provides a way to present customized views of a business model (known as Presentation Catalogs) to users. Presentation Catalogs in the Presentation layer are seen as business models by Siebel Analytics Web users. They appear as catalogs to client tools that use Siebel Analytics Server as an ODBC data source.


Glossary Terms

P

pricing factor Used to create pricing rules. It is composed of the condition and adjustment that will change a base price.

private auction In Siebel eAuction, an auction open only to users with access to a particular auction category. A private auction can be English, Modified English, Reverse, Dutch, or Vickrey.

procedure A series of Siebel VB statements and functions executed as a unit. Both subprograms (Sub) and functions (Function) are called procedures.

product (1) A physical product, such as an inventory item with its own unique part number. (2) In Siebel eAuction, an item within a catalog. An item can be made up of one or more products. Users can bid on items, but not on products. (3) An individual part that is included in the Siebel eConfigurator model. Products can be physical devices or intangible products such as service agreements, sales promotions, or bundles. The same product can appear in several models or more than once in a single model. See also database initialization on page 25 and Siebel Data Model on page 62.

Product warranty

Protects the customer from any financial burden if the product fails, for a limited period of time after purchase. Typically, the seller, service provider, or reseller of the product offers this warranty. It is like a guarantee or quality certification for 30 to 180 days. This type of warranty can overlap with the manufacturer’s warranty, without the buyer’s knowledge.

professional In Siebel Life Sciences applications, this individual is equivalent to a contact in other Siebel applications. Typically, this person is a physician, nurse, or pharmacist, or any individual deemed similarly significant to the business process.

profile (1) A configured instance of a communications driver. (2) A set of information that users want to have about their accounts. This information could include revenue, date of formation, or number of employees. The user’s Siebel administrator might also have a script (an ordered set of questions) to help the user collect this profile information. (3) A tab in User Preferences.

program In Siebel Marketing, a business process for managing customers based on a specific marketing goal, for example, a promotion to upsell during a holiday season.

project (1) In Siebel Tools, a named set of object definitions that can be checked out for modification, at the same time, by a developer. See also check out on page 17. (2) A set of tasks undertaken by a professional services group for a customer.


Glossary Terms

P

property (1) In object-oriented programming, a named characteristic of an object. (2) In Siebel Tools, a named characteristic of the software construct that an object definition defines. The properties of object definitions correspond to columns in the Object List Editor, and to the list of property values appearing in the Properties window for the currently selected object definition.

property set (1) A run-time in-memory representation of data that is used primarily for passing data in and out of Siebel business services. (2) In the context of the data transformation engine (DTE), a property set is used to represent integration objects that hold the data being transformed. See also data transformation engine (DTE) on page 25.

protocol (1) A technical standard that allows computers to connect with each other and to exchange information. (2) An agreed-upon format for transmitting data between two devices. The protocol determines the type of error checking to be used; the data compression method, if any; the way the sending device will indicate that it has finished sending a message; and the way the receiving device indicates that it has received a message.

publish (1) To make information available to end users. (2) In Siebel Remote, files from the Siebel File System that the system administrator designates for distribution to Mobile Web Clients during the next synchronization session are said to be published.

purchase order

Document used to buy inventory from external vendors.

push For a multichannel contact center application (such as Siebel Call Center using Siebel Communications Server and, optionally, Siebel Universal Queuing), a way of delivering an inbound work item to an agent using a Siebel Server that actively notifies the agent’s Siebel client application.


Glossary Terms

Q

Qqualifying ratios

Calculations that are used in determining whether a borrower can qualify for a mortgage. They consist of two separate calculations; a housing expense as a percent of income ratio and total debt obligations as a percent of income ratio.

Queries drop-down list

Provides a list of predefined and saved searches and queries from which a user can select. Users can select a queries item from the menu and perform the search or query, save it under a different name, or delete it.

query A process that searches the database for a specific subset of data based on one or more conditions or criteria. When creating a query, the user initiates a request to find a specific record or set of records using symbols called operators, such as the > (greater than) and = (equal to) signs. Siebel applications allow the user to create either a simple or a compound query:

■ A simple query finds information based on one condition.

■ A compound query finds information based on two or more conditions.

A predefined query is one that has been established by the system administrator and cannot be deleted or modified by most users.

query by example (QBE)

(1) A method of forming queries by entering conditions in the blank fields of records displayed by the database program. (2) In Siebel applications, the method employed for querying the records displayed in a list or form applet. (3) In Siebel Tools, the method employed for creating Object List Editor queries.

query cache A facility to store query results for use by other queries.

query language

A specialized language for requesting information from a database. One of the standard query languages is Structured Query Language (SQL).

queue Using Siebel Universal Queuing, a mechanism that stores inbound work items, prior to routing them to agents.


Glossary Terms

R

Rreadings Readings are records of a measurement that may involve several samples taken

over a short period of time or periodic monitoring of a measurement over a longer period of time. Readings are taken from meters, counters, and gauges associated with assets installed in the field.

real-time integration

Data exchange between applications that occurs immediately and independently after a change is made to the data.

record (1) A set of values for a particular business component. These values are displayed as a row in a list, or as a set of data entry controls in a form. (2) A row in a database table. It holds data about a specific business entity of the type stored in the table, such as a single purchase order, employee, or inventory item residing in the purchase orders, or inventory table.

record filter A set of record restriction statements. For example, a user may want to restrict a distribution list to contacts within a specific geographic area who purchase more than $1,000,000 in products each year.

record navigation controls

Arrow controls that allow forward and backward navigation among the records in lists and forms.

record navigation indicator

Provides information about the number of records currently displayed and the total number of records in the display dataset. It is located in the applet control banner. For example, “1 to 5 of 50” indicates that records 1 through 5 of a 50-record data set are currently displayed.

Record-access visibility

A set of restrictions on a user’s access to records in the database. Record access can be restricted by various attributes of the user, such as ownership of records resulting from record creation or assignment; membership in access groups, sales teams, or contact access lists; or position in an organization.

Recurring charges (RC)

An ongoing fee, paid at periodic intervals.

Reference Configuration Sample

In the Siebel Mobile Connector, a sample application that accesses the Metadata Business Service to generate style sheets, subscriptions, and workflows for Siebel applications.

region Used when defining products across different regions, usually geographical regions. Interstate banks may have different pricing for the same products such as monthly fees for deposit accounts, rates for loans and so forth.


Glossary Terms

R

regional database A Siebel database, typically at a remote site, into which data from a parent database is replicated by Siebel Replication Manager. The parent database may be a master database located at a headquarters site or may be another regional database. A regional database is automatically synchronized with its parent database through Replication Manager, and may be a full or partial replica of its parent database.

registration In Siebel eAuction, the process whereby a user receives a unique ID and is granted responsibilities on an auction site.

registration type Specifies the type of banking ownership such as individual, joint tenancy with rights of survivorship, named beneficiary, custodial, community property, living trust, or other.

relationship manager

A money manager that services the financial or investment needs of individuals, families, and groups corporations. Major responsibilities include following market trends and events, understanding a broad array of investment products, performing needs analysis, providing investment advice, and executing transactions on behalf of clients.

release The process whereby model data is made available to Siebel Quote Assistant users.

reload The process of moving an activity from a time slot in the ABS horizon to the Optimizer horizon. Reload takes place one day at a time.

remote users Users (typically mobile users) who synchronize with a Siebel Server and exchange updated data and files. See also synchronization on page 66.

repair history A repair history tracks the past repair to an asset.

Repair number A repair number is a unique ID for the product or asset being repaired; usually a numbered card or bar-coded label physically attached to the item. It tracks all repair transactions, comments, and repair processes. Also called a Defective Material Tag (DMT) or a defective tag.

repair order Document used to order repairs, ship parts to be repaired to a third party, and receive the repaired parts.

repair record A repair record describes the item requiring repair, its repair status, locations, third-party repair provider (if any), and so on. Repair records apply to both internal and external repairs.


Glossary Terms

R

replenishment The process of generating an order to restock depleted inventory. Replenishment transfers products between specified inventory locations, an external provider and inventory, or an internal manufacturing facility and inventory. Products at the destination location must be at levels below the specified minimum.

report A hard-copy or electronic representation of the information provided by a Siebel application.

repository (1) The set of object definitions defining a Siebel application or suite of applications (such as Siebel Service). (2) A file that stores Siebel Analytics Server metadata. The metadata defines logical schemas, physical schemas, physical to logical mappings, aggregate table navigation, and user information.

repository migration

The process of relocating a customized repository—for instance, from a development environment to a test environment or, subsequently, from test to production.

repository search A feature in Siebel Tools that allows the user to search for object definitions in the repository. The search is based on text in the name of the object or on text in other object properties.

restricted change A Siebel database, typically at a remote site, into which data from a parent database is replicated by Siebel Replication Manager. The parent database may be a master database located at a headquarters site or may be another regional database. A regional database is automatically synchronized with its parent database through Replication Manager, and may be a full or partial replica of its parent database.

request for quote (RFQ)

In Siebel eAuction, a type of Reverse auction in which users provide bids (quotes) to sell products or provide a service. The lowest bid is the winning bid. See also Reverse auction on page 57.

reserve price In Siebel eAuction, the price, set by the lister, that must be met for an item to sell. This amount is typically not displayed to the bidders, who are informed only that there is a reserve price on the item and whether the price has been met.

resource The global variable that can change value dynamically while a model is running. The model administrator has access to several rules to change the resource value depending on the end user’s behavior.


Glossary Terms

R

response input A Siebel SmartScript interface element that allows agents to collect data as they work with customers. Response input controls may contain text fields or form controls. Responses can affect the flow of subsequent screens.

Revenue The amounts payable by a customer, according to the terms of an agreement. Customer payments may be periodic, up-front, disbursed over time, or charged at the time of service.

RFP Request For Proposal.

RFQ Request For Quote. See request for quote (RFQ).

RMA Return materials authorization with a unique ID.

RMA advance exchange

Document for handling customer returns that require immediate shipment of a replacement part, instead of waiting for the damaged part to be received.

RMA repair return Document for handling customer returns that require receiving, repairing, and shipping a part back to a customer.

RMA return Document for receiving inbound returns from customers.

A Siebel SmartScript interface element that allows agents to collect data as they work with customers. Response input controls may contain text fields or form controls. Responses can affect the flow of subsequent screens.

responsibility A class of users who have access to the same set of application features. The responsibilities associated with a user identify the views that the user can navigate to in Siebel eBusiness Applications.

restriction A data set that restricts computation of a custom measure.

Reverse auction An auction format in which the lowest bid is the winning bid. Siebel eAuction includes AutoBid, a feature that acts as an auction bidder’s agent. In a Reverse auction, AutoBid lowers bids by the bid decrement until the bidder’s minimum bid is reached.

rich list An applet that displays text and graphics together. Typically, rich lists are used in catalog-style applications, but they can also be used in call centers and sales organizations to enhance text presentations. See also catalog on page 15.


Glossary Terms

R

routing (1) The automatic assigning and delivery of work items, such as telephone calls, email messages, and so on, to contact-center agents. Routing may be based on a combination of factors such as channel type, customer data, employee skills, and employee availability. Siebel Universal Queuing provides the ability to route work items of these types. (2) A category of restrictions on a remote user’s access to records. This restriction is in addition to record-access visibility. See also Record-access visibility on page 54 and Sales Team visibility on page 59.

routing model A group of routing rules with which a mobile user is associated. Routing models are defined by taking all routing rules in the Siebel application and excluding a subset. Routing models are predefined by the Siebel application.

routing restrictions Restricts data access for remote users. Routing restrictions are generally implemented to prevent excessive transfer of data over dial-up lines. These restrictions operate independent of visibility restrictions.

routing rules Rules used by Siebel Remote and Replication Manager to determine what data and transactions are routed to mobile client databases and regional databases.

rule (1) Within the Siebel eConfigurator model, the explicit relationship between two items defined by a model administrator that implements business logic. Rules define the relationships among products and categories. There are four rule types: Requires, Excludes, Provides, and Consumes. (2) In Siebel Incentive Compensation, the formula used to determine compensation payment, such as a flat-rate commission or a dollar amount paid for achieving a quota.

rules engine Software that uses algorithms to apply internally defined rules (normally located within its rules base).


Glossary Terms

S

SSales Assistant A sales coaching module that supports popular sales methodologies and

reinforces best practices. It helps sales organizations define sets of activities or activity plans that move opportunities from the prospect stage to the close stage. Activity plans can be generated automatically at predefined points in the sales process.

sales order Document for the sale of new finished goods to customers, normally from manufacturing inventory.

sales team A list of user positions in an opportunity record that provides sales team visibility to the records for the listed users. Sales teams are updated through Siebel Assignment Manager or manually. In a contact record only, a sales team is called a contact access list. For accounts, it is called an account team.

Sales Team visibility Provides the user with access rights to records whose sales team or contact access lists include the user’s position.

serialized An indicator that an account must be issued a serialized account number, such as a Certificate of Deposit (CD).

screen A logical collection of views.

screen tabs Tabs for navigating to the screens of an application. If the number of tabs exceeds the width of the application window, the user can click tab jump buttons at the left and right edges. See also view tabs on page 73.

script A procedure written in Siebel VB or Siebel eScript and attached to an object definition, such as an Application, Business Component, Applet, or Control object definition. For information about a specific script, determine which Siebel application provides the context and consult its documentation.

Scripted flag A property called Scripted that indicates which object definitions can have a Siebel VB or a Siebel eScript script attached to them and if one or more scripts are attached to the object definition.

Sealed-Bid auction In Siebel eAuction, a kind of auction in which all bids remain hidden until the auction ends, at which time the highest bidder is declared the winner.


Glossary Terms

S

search specification

A conditional expression in the Search Specification property in an applet, Business Component, Link, or Picklist object definition. It imposes restrictions on the set of records being retrieved.

search specification URL

See Web search specification on page 74.

security adapter A plug-in to the authentication manager that is used to authenticate to an external authentication service.

security adapter authentication

An authentication architecture in which a Siebel security adapter or a Siebel-compliant adapter verifies a user’s credentials with an external authentication service and retrieves a database account from the directory.

seed data Data created in the Siebel database during a Siebel application installation process.

seed list A list of people who are sent campaign materials and associated offers in order to monitor the quality of campaign execution.

segment A collection of customers with one or more significant common characteristics based on behavioral, demographic, or geographic criteria. For example, customers who have high product usage and are 30 to 40 years old may be defined as a segment.

selected row A single row within the list applet that has been selected for editing. Clicking the New button creates and selects a new row with blank fields.

selective routing A routing capability that provides the means to restrict the list of accounts routed to individual users who are connected to the server remotely.

server key mapping Assigning a service region to a server. Each service region must run as one process on one server.

server lock In Siebel Tools, a check-out option that determines whether a specified project or projects should be locked on the server as a part of the check-out process. This is the normal setting for check-out of projects. The alternative is local locking. See also local lock on page 38.

Server Wins A rule used to resolve a data conflict in which the data value from the server database takes precedence over the data value on the client database. See also Client Wins on page 17.


Glossary Terms

S

server-side error An error that is generated when data from the form or list cannot be reconciled with business rules or restrictions in the database. See also client-side error on page 17.

service agreement A type of contract that specifically defines a service relationship between parties, including pricing, service level, support requirements, maintenance, administration, and all terms and conditions of the relationship. Other types of contracts include sales, purchasing, and development.

Service Assistant Used by service organizations to standardize business process activities and improve effectiveness. A predefined activity plan, similar to an activity template, automatically triggers activities in the proper order of execution to drive a service request to completion.

Service level agreement (SLA)

A type of service agreement that defines service performance for customers and their assets. Service levels are usually measured and expressed as a percentage or quantity. Service levels include the percentage of parts received on time, percentage of asset uptime, percentage of problems fixed within the required time frame, and so on. SLAs can also be a part of a larger service agreement.

Service locator A component of the Optimizer that calculates the distance between geocode coordinate pairs.

service order Document that authorizes the request from a customer for service on existing products, including replacement or repair of parts.

service products Specific types of service offered by the company, with an identifying name (for example, Standard Service), a list price per unit, and so on.

service region A geographic region defined by ZIP Codes, a service schedule, and a service team. A field service engineer can belong to only one service region. The ABS acts on the schedule for each service region.

service request A record of a customer’s request for information about or assistance with products or services. A service request tracks all customer input and field service responses. The process may not be completed during the call. For example, ordering new checks for a customer is an event that does not end with the call. Although the call ends after receiving the information from the customer to affect the request, the events are not complete until the customer actually receives the new checks.

session A component of an event. See also event on page 29.


Glossary Terms

S

shelf Sublevel of a warehouse used to specify the location of inventory.

Show drop-down list

The Show drop-down list allows users to filter the set of records shown in a screen. In administrative screens, the Show drop-down list lets users access different sets of data. In detail forms and lists, the Show drop-down list lets users switch between different views of data.

Siebel Business Process Administration

Allows users and application administrators to define workflow polices to assist in the management of events to help enforce specific business rules.

Siebel Character Set Encoding Name

The name used within Siebel eBusiness Applications to refer to a specific character set encoding. See also character set encoding on page 16.

Siebel Data Model A representation of the entities (such as Accounts, Expenses, Orders, Order Items, and Contacts) that reside within Siebel eBusiness Applications and of the relationships among these entities. It specifies the physical tables, columns, indexes, and foreign keys that make up these entities and relationships as stored in a standard third-party relational database such as IBM DB2 or Oracle.

Siebel Dedicated Web Client

A Microsoft Windows client delivered through a Web browser that provides direct connectivity to a database server. It requires that software be installed on the client machine, but does not require a local database, Web server, or Siebel eBusiness Application server for interactive user sessions. Siebel Server is still required for functionality like Assignment Manager and Replication. The software installed on the user’s machine for the Siebel Dedicated Web Client and Siebel Mobile Web Client is identical—the only difference is the type of connectivity provided. See also Siebel Mobile Web Client on page 63.

Siebel eBusiness Applications

An integrated suite of marketing, sales, contact management, and call center management applications developed by Siebel Systems, Inc.

Siebel Handheld Client

A mobile client for users of the Siebel Handheld products.

Siebel Industry Applications

A suite of applications designed specifically for various industries.

Siebel Mobile Connector

A separately licensed component of Siebel 7.5 that provides a standards-based API for creating third-party applications that access Siebel database content. The application includes business services for extracting and generating metadata, receiving data updates, sending alerts to third-party applications, and a sample application.


Glossary Terms

S

Siebel Mobile Web Client

A portable Microsoft Windows client delivered through a Web browser that is designed for local data access and does not need to be connected to a server. Siebel Mobile Web Client uses a local database on each mobile machine. Periodically, the client must access Siebel Remote Server through a dial-up, WAN, or LAN connection to synchronize data changes with the Siebel database on the database server and Siebel File System. This client requires installation of Siebel software on the user’s personal computer. The software installed on the user’s machine for the Siebel Dedicated Web Client and Siebel Mobile Web Client is identical—the only difference is the type of connectivity provided. See also Siebel Dedicated Web Client on page 62.

Siebel Object Hierarchy

The hierarchy of data objects that implements the Siebel Data Model.

Siebel Object Model A structure and methodology that facilitate the creation of applications through the creation and modification of object definitions.

Siebel OLE Siebel OLE (Object Linking and Embedding) allows Siebel applications to integrate with external applications (such as external applications that call the Siebel OLE server and underlying business objects) that enforce the customer’s specific business rules.

Siebel repository file (.srf file)

A compiled repository file. When it is opened by the Siebel application engine, the Siebel repository file provides all the object definition information required for interaction between the enterprise data and users. See also repository on page 56.

Siebel Server This server supports Siebel clients and provides both a command-line interface and a user interface to offer full remote management of all Siebel servers across the enterprise. Siebel administrators or external applications using the command-line interface can administer and access comprehensive performance statistics for all server processes through Siebel Server Manager.

Siebel Server tasks Predefined operations for managing a Siebel software installation.

Siebel tag Part of a library of Siebel-developed Web tags that can be embedded in a standard Web page file to give directives to the Siebel Web Engine for creating the Web pages that are displayed to users. An example is a placeholder for a Siebel control or applet.


Glossary Terms

S

Siebel Tools Client A dedicated Win32 client for users of Siebel Tools. Siebel Tools allows you to customize Siebel applications by modifying and creating object definitions. A standard Siebel application provides a core set of object definitions, which you can use as a basis for your own tailored application.

Siebel Universal Queuing

A product that routes and queues communications and work items, such as voice calls, email messages, and so on. The queuing of inbound work items that are delivered through telephony, email, Web collaboration, and so on.

Siebel User ID The way that the Siebel application uniquely identifies a user, as displayed in the Siebel user interface. The field name is Login Name at the business component level and Login at the data model level.

Siebel VB Siebel VB (Visual Basic) provides developers with a tool to script the specific logic to enforce customer business rules within the application.

Siebel Web Client A Web client that runs inside a standard Web browser on the client personal computer and does not require any persistent software installed on the client. The browser connects through a Web server to the Siebel Server, which executes business logic and accesses data from the Siebel database.

Siebel Wireless Client

A mobile client for users of the Siebel Wireless products.

Siebel XML Interface (sXML)

An interface constructed on top of the Siebel logical interface layer. The interface exposes object, data, and interface elements to a well-formed XML document.

SISNAPI An acronym for Siebel Internet SessioN API (application programming interface), SISNAPI is a session-based remote procedure call (RPC) designed to support high responsiveness between the Siebel Server and client applications.

snapshot In Siebel Marketing, a temporary file that contains customer data in a format that allows fast segmentation, list generation, and other campaign management activities. Using a snapshot helps the server accomplish these tasks without going back to the database, thus providing access to data and flexibility to modify segments and lists.

snowflake schema A dimensional schema where one or more of the dimensions are partially or completely normalized. See also star schema on page 65.


Glossary Terms

S

soft constraints Rules that the Optimizer attempts to satisfy. Solutions that do not satisfy these rules may be acceptable. Appointment booking ignores soft constraints.

Software Licensing and Services Agreement (SLSA)

An agreement stating terms of licensing and services that Siebel Systems provides with the customer contract.

solution state During a configuration session, the aggregation of all the items’ states is the state of the model in the solution or, more simply, the solution state.

source code format An identifier that is sent along with a marketing campaign so that responses can be tracked and associated with the right offer, campaign, or program. Multiple flexible formats allow Siebel marketers to define and use different codes for different campaigns. For example, when a user calls to buy from a catalog, a call center representative can ask the user to read a code from the back of the catalog. A different code might be embedded within an email. See also target integration object on page 67.

source integration object

The integration object that holds the data being passed into the data transformation engine for transformation (See also data transformation engine (DTE) on page 25). For outbound integration, the source integration object contains data coming out of the Siebel application represented in the Siebel data model schema. Similarly, it holds data being imported from an external application as represented in the external application's data model schema during inbound integration.

standard table A table included in the standard Siebel eBusiness Applications database.

star schema A dimensional schema with a fact table having foreign key references to one or more dimension tables. See snowflake schema on page 64.

state machine An engine that enforces the transitions between states for an object during its lifetime. A state represents the status of an object, such as open, closed, or pending. The state can also control whether the data associated with objects can be modified.

state model A description of acceptable states and state transitions that the state machine enforces. The state machine makes sure that objects (such as Service Request or Change Request objects) go through the desired process defined in the state model. After a state model is created, it is immediately activated; no additional


Glossary Terms

S

steps are required. In Siebel Business Processes, state models allow customers to define valid states and state transitions for various Siebel objects as well as required authorizations and business process rules.

state transition The allowable migration of an object from one state to the next.

structured data Simple, discrete data that can be stored in a column of a table in a relational database system or a field of a text file. Examples of structured data are last name of a person, the description of a product, and the price of a product.

subclass A subset of a class. This subset can be created by adding attributes to a class. For example, convertible is a subclass of car.

sublevel A position in the hierarchy of a service inventory; for example, a shelf is a sublevel of an aisle.

subprogram A procedure that does not return a value.

substitution The automatic insertion of Siebel record data into email or other messaging templates, to replace placeholder strings representing particular fields. Siebel eMail Response and other communication features employ substitution.

synchronization The process of merging data in two databases by copying from each database to the other only the fields that have changed since the last time this task was performed.

synchronous integration

A process whereby control of an application is returned to the user only when an attempt to transfer data has completed or timed-out.

syndicate In Siebel Finance, a group of investment banks that share the credit exposure or risk in very large deals. This sharing is called participation. Each institution involved is a participant.

system administrator

A person responsible for the entire Siebel system, including installing, maintaining, and upgrading Siebel products as needed. See also application administrator on page 10 and database administrator (DBA) on page 25.

system primary key In a database table, a column whose value is a unique identifier for the row. This is a system-generated and system-maintained value. See also user primary key on page 71.


Glossary Terms

T

Ttab jump buttons Buttons that the user can click to navigate to a screen or view not currently

displayed.

table, in relational database

A data structure that is characterized by rows and columns with data occupying, or potentially occupying, each cell formed by a row-column intersection.

Target Accounting Selling, Siebel (TAS)

Siebel Target Account Selling provides built-in support for the Target Account Selling (TAS) sales methodology from Target Marketing Systems. Sales professionals can use TAS to manage account plans, strategies, and competitive positioning.

target integration object

The integration object that holds the result of a transformation after the data transformation engine (DTE) on page 25 processes the data. For outbound integration, the target integration object contains data coming out of the Siebel application represented in the data schema of an external application. Similarly, it holds data being imported from an external application represented in a Siebel data model schema during inbound integration. See also source integration object on page 65.

target list In Siebel Life Sciences, the saved result of an advanced query on professionals or accounts. A target list of professionals or accounts can be applied to various views to identify a subset of customers to focus on.

target time The recommended amount of time for a Siebel SmartScript interaction. See also elapsed time on page 28.

teleset A telephone supporting multiple extensions and controls that issue commands to the switch, such as login, make call, answer call, hold call, conference, and transfer. Siebel CTI provides access to many of these functions. See also Computer Telephony Integration (CTI) on page 19.

territory A grouping of accounts and opportunities that can be assigned to salespersons or sales teams through their positions. Territories often correspond to a geographical area.

territory assignment

A process, either manual or automatic, whereby sales teams and contact access lists are automatically updated based on territories and the positions assigned to them.


Glossary Terms

T

text box control A type of control that displays text and permits data entry.

thread bar The thread bar appears immediately below the screen tabs. It helps you keep track of your navigational path when you drill across to a view on another screen using record hyperlinks. You can return to a previous point in the path by clicking the corresponding name on the thread bar. When you drill across screens using record hyperlinks, you remain in the same thread, which means that you may find yourself in a new screen and view, but you will not see all the records available in that screen and view.

time window map Definition of the amount of time allotted to an activity. The ABS reserves time slots based on this mapping.

total expense ratio Total obligations as a percentage of gross monthly income. The total expense ratio includes monthly housing expenses plus other monthly debts.

TPA Third Party Administrator. This is an organization that administers insurance contracts for group policyholders. Third party administrators typically perform services related to accounting, claim review, claim payments, premium statements, and other recording keeping tasks.

tracing A debugging feature in Siebel Object Interfaces. While tracing is active, the allocations and deallocations of Siebel objects are recorded in a trace file.

trade promotion An event or activity initiated and paid for by a manufacturer to highlight, promote, or discount a product or set of products through a retailer for the purpose of increasing sales volume.

transaction data Dynamic data that pertains to business transactions involving sales orders and quotes, and invoices. It includes certain user or system inputs during the execution of transactions.

transaction log A file that records transactional changes occurring in a database. It provides a basis for updating a master transaction file and establishing an audit trail.

transaction processing

The execution of transactions immediately after they are received by the system.

transformations Transforming the data expected by Siebel applications (internal integration object) to the data received from the external system (external integration object) and the other way around.


Glossary Terms

T

Transport Adapter Transport Adapter is a prebuilt business service providing interface between Siebel applications and external applications. Transports allow Siebel Financial Services applications to exchange data with external applications using standard technologies for both synchronous and asynchronous communication protocols. Transports provide connectivity to virtually any communication protocol that can represent data as text or binary messages, including MQSeries from IBM, MSMQ from Microsoft, and HTTP.

tree A data structure consisting of nodes linked together in a hierarchical fashion.

tree applet An applet that allows the user to navigate hierarchically through a structured list of business component records from one or more business components.

trunk A field engineer’s mobile inventory location. This location is a sublevel of a warehouse. It must be associated with a position.


Glossary Terms

U

UUnicode character set

A character set defined by the Unicode Consortium that is the union of most of the major character sets used in the computing industry.

uniform resource locator (URL)

The address of a Web site on the Internet or on a corporate intranet.

universal agent See agent on page 9.

Universal Time Code (UTC)

Local time calculated in hours difference from the Greenwich Mean Time (GMT) at longitude zero. Used interchangeably with GMT. The Siebel database stores all times as Tonsures (an integer) and converts these to local times for display in the user interface.

UNIX A multiuser, multitasking operating system written in the C programming language.

unstructured data Complex objects that cannot be dissected easily. Examples are a business report, a fax, a spreadsheet, a bitmap image, an engineering diagram, and an MP3 file.

update conflict A conflict in which two database change transactions attempt to update the same field in the same row. See also conflict detection on page 19 and conflict resolution on page 19.

upgrade kit A set of data, specified by a Siebel administrator, that is used to update installed Siebel application files such as the Siebel repository file. The upgrade kit is distributed through Siebel Anywhere.

upload To transmit information from a client to a server.

user credentials The information presented by the user at login to identify himself or herself.

User data All records that are created within the application, including view names, responsibilities, entries in the list of values (LOV), Accounts, Contacts and so on.

user interface object definitions

Object definitions that reside in the user interface objects layer created in Siebel Tools. They define the visual interface that the user sees and interacts with. Data from business object definitions is presented to the user for viewing and


Glossary Terms

U

modification by means of user interface object definitions. These include the Applet object type and its child object types, View and Screen, and the object types used to implement toolbars, menus, and the Find dialog box.

user primary key In a database table, one or more columns whose values produce a unique identifier for each row. Typically, these values have meaning for the user (such as first and last name). See also system primary key on page 66.

user responsibility The definition of the information that a given user is permitted to see. Generally determined by the system administrator.

user-interface-level integration

Integration by accessing existing applications through the Siebel application user interface.

username The portion of the user credential that the user presents to identify himself or herself.


Glossary Terms

V

Vvalidated resource A resource whose value Siebel Quote Assistant prevents from becoming

negative.

value (1) The quantity assigned to an element such as a variable, a symbol, a parameter, or a label. (2) The contents of a field.

vartype The internal tag used to identify the type of value currently assigned to a variant. This tag is one of the following:, Empty: 0Null: 1Integer: 2Long: 3Single: 4Double: 5Currency: 6Date: 7String: 8Object: 9

variable A symbol or name that stands for a value. Variables can represent numeric values, characters, character strings, or memory addresses.

variable scoping The level of accessibility of variables in Siebel VB scripts and Siebel eScripts to other scripts. Levels of variable scoping include local, modular, global, and interapplication.

VB Visual Basic is a software language. See Siebel VB on page 64.

Vehicle breakdown rescheduling

Rescheduling to accommodate emergencies, like vehicle breakdown, sick days, overtime on previous service calls, and so on. This type of rescheduling does not require reoptimization.

vehicles In Siebel Finance, specific financial entities such as private equity, public equity, private debt, public debt, convertible assets, and debts or derivatives.

view A display panel consisting of a particular arrangement of applets. The Siebel application window displays one view at any given time. Users can change the currently active view by selecting a filter from the Show drop-down list.


Glossary Terms

V

view tabs You use view tabs after you have selected the record you want to view or change. The view tabs show detailed presentations of data related to the selected record and screen. The view tabs appear in the bottom part of the application window, below the screen tabs. The list of available views depends on which screen tab you have selected. Click a view tab to display the desired data for the record you have selected. For example, you may be looking at an account in the Accounts screen. Clicking the Contacts view tab displays the contacts associated with this account. See also screen tabs on page 59.

View Access visibility

A set of restrictions on a user’s access to views in a Siebel application. See also responsibility on page 57.

View object type A Siebel object type that presents one or more applets together on screen at one time.

virtual business component (VBC)

A Siebel eBusiness Application Integration (eAI) on page 28 component that allows Siebel applications to manipulate data managed by an external application as if it were stored within the Siebel database.

Virtual location A logical grouping of inventory locations; for example, West Coast Inventories.

virtual product A nonphysical entity that is used in a modeling environment to facilitate implementation of some business logic. For example, it can be an item called Red in the category Phone Color. See also category on page 15.

visibility A set of data access restrictions that define what each user can see. See also Manager visibility on page 40, personal visibility on page 48, Record-access visibility on page 54, routing on page 58, Sales Team visibility on page 59, and View Access visibility on page 73.

visibility event A database change that causes a change in the visibility of related data.


Glossary Terms

W

WWarehouse The level at which inventory relationships are defined and pick tickets are

generated. This is the default inventory location.

waves Measured distribution that allows execution of a campaign over time for load-balancing purposes. For example, if you are sending a mailer that provides an 800 number for responses, then multiple drop dates, or waves, will help distribute the load on the call center.

Waybill A document prepared by the carrier of a shipment of goods that contains details of the shipment, route, and charges. This document travels with the items during shipment, as record of the shipment.

Web page (1) A Siebel repository representation of a standard or configured Web page that is part of an online application. (2) One page, or portion, of a Web site.

Web search specification

A specification that performs a dynamic lookup on a Web site based on a combination of special symbols and text. This is in contrast to a fixed URL, which navigates to a specific Web address. Also called a search specification URL.

Web server A server that handles standard Web browser requests for HTML documents and other files. It also enforces security requirements by forcing users to log in and by allowing a user access only to those functions that the user has permission to access.

Web services An interface that describes a set of operations available to other applications. Those applications access Web services through standard Internet protocols and data formats, such as Hypertext Transfer Protocol (HTTP), Simple Object Access Protocol (SOAP), and Web Service Description Language (WSDL).

Web template A Siebel repository representation of a Web template file. There is a one-to-one correspondence between the Web template file and a Web template object. The Web template contains information about the Siebel tags that appear in the HTML template file, as well as references to other related Web template files.


Glossary Terms

W

what-if analysis An affordability analysis that is based on a what-if different scenarios with changes to the variables to determine the optimal outcome. A what-if analysis is useful if you do not have complete data or if you want to explore the effect of various changes to your income, liabilities, or available funds or to the qualifying ratios or down payment expenses that are used in the analysis.

wildcard character A keyboard character that in certain contexts can represent zero, one, or many characters. An example of a wildcard character is the asterisk (*).

winner In Siebel eAuction, each auction format determines a winner based on the auction’s particular bid-resolution rules. The winner is the bidder who beats all other bidders. A multiple-quantity auction can have multiple winners.

wireless markup language (WML)

A language that allows the text portions of Web pages to be presented on cellular telephones and PDAs (personal digital assistants) through wireless access. WML is part of the Wireless Application Protocol (WAP).

wizard An interactive help utility that consists of a series of forms designed to lead a user through a task such as the installation of a piece of software.

workflow The timely management of an event in order to assure proper handling.

Workflow Policies, Siebel

The Workflow Policies module allows you to define policies that can act as triggers to execute a workflow process. A policy consists of one or more policy conditions. When the policy conditions are met, the policy action is executed.

Siebel Workflow Policies allows customers to escalate overdue service requests, alert sales executives about pipeline management problems, notify remote sales and service professionals about key events requiring their attention, and launch third-party programs.

Workflow Process Simulator

A Siebel Workflow module for testing the execution of workflow processes at design time.

Workflow Processes, Siebel

An application that allows an organization to identify the flow of data throughout the enterprise and pass data to and from external applications using Siebel eBusiness Application Integration (eAI). The organization can also use Siebel Server components; for example, they can send outbound communications through Siebel Communications Server. The Business Process Designer allows customers to graphically create and design workflow processes using a drag-and-drop user interface.


Glossary Terms

X–Y

X–YXLANG The generic term used to describe both SLANG (scheduler language) and BANG

(binding language). These are scripting languages used within Microsoft BizTalk Workflow.

XML Schema The metadata used to describe the structure of an XML document and constraints on its content using a standard XML instance syntax, which can be parsed and managed using XML applications.

XSL Transformations (XSLT)

A language for transforming XML documents into other XML documents. XSLT is designed for use independent of XSL; however, XSLT is designed primarily for the kinds of transformations that are needed when XSLT is used as part of XSL.

YTD Year To Date.


Glossary Terms

Z

Zzero install The ability to deploy applications for Web browsers without performing any

installation steps on client machines.

ZIP Code A numeric code which represents a geographical area. For the US, this means the nine-digit code (ZIP + 4). For example, in Emeryville, CA, the ZIP + 4 code is 94608-1811.


Glossary Terms

Z


Index

AABS (Appointment Booking System)

defined 10ABS horizon

defined 8reload defined 55

accountcompanies, defined 18defined 8flags, about using 8

Account holder customer session, defined 22

account team, sales team, defined 59ACD (Automatic Call Distribution), defined

8ACH (Automated Clearing House) 8Activity plan

defined 8Activity template, defined 8adjustable date, defined 8adjustable period, defined 8affordability analysis, defined 8agent

agent committed, defined 9defined 9

agreement value, defined 9aisle

bin, defined 13defined 9

Alert Business Service, defined 9alerts

AuctionAlerts, defined 11defined 9

All visibility, defined 9alliance partner

See Channel and Alliance Partner Management (CHAMP)

allocate, defined 9allocation, Siebel Marketing 9

See also deduplicationanalytic adapter 9ANI (Automatic Number Identification) 9annuity

immediate annuity, defined 34period certain, defined 48

ANSI code page, about 18applets

chart applet, defined 17defined 9explorer trees, defined 29hierarchical list applet, defined 33pick applet, defined 49rich list, defined 57tree applet, defined 69

application administratordatabase administrator (DBA), defined 25defined 10system administrator, defined 66

application definition, defined 10application interface integration, defined 10application services interface (ASI), defined

10Application Upgrader, Siebel, defined 10

See also repositoryAppointment Booking process

See constraintsAppointment Booking System (ABS)

See also ABS horizon, defineddefined 10

appointment booking, defined 10


arguments, defined 10as-of, defined 11Asset Manager, defined 10asset mapping, defined 11asset transaction, defined 11assets, defined 10assets, non-serialized assets defined 44attachment, file attachment defined 30attributes, defined 11auction

auction item, defined 11AuctionAlert, defined 11bid list, defined 12bidder, defined 12catalog, defined 15category, defined 15Dutch auction, defined 27English auction, defined 28image fee, defined 34item detail page, defined 36license file. defined 37lister, defined 37many-to-many catalog, defined 40members area, defined 41one-to-many catalog, defined 45private auction, defined 51registration, defined 55Request For Quote (RFQ), defined 56reserve price, defined 56Reverse auction, defined 57Sealed-Bid auction, defined 59winner, defined 75

auction itembid, defined 12defined 11

AuctionAlert, defined 11audience for guide 5Authentication Manager, defined 11authentication service, defined 11authentication, defined 11AutoBid

English auction, using with 28

Reverse auction, using with 57Automated Clearing House (ACH) 8Automatic Call Distributor (ACD), defined

11Automatic Number Identification (ANI) 9average profit, defined 11

BBANG (binding language), about XLANG 76banking

batch date, defined 12syndicate, defined 66

barcode label, defined 12barcode reader, defined and types of 12barcode, defined 12base table, defined 12

See also tablebaseline column, defined 12batch date, defined 12bid

auction item, defined 11defined 12

bid list, defined 12bidder, defined 12BIM (Business Integration Manager),

defined 13bin, defined 13binding language (BANG), about XLANG 76blended agent, defined 9bound measure, defined 13BPP (Electric Bill Presentment and

Payment) 28branch, workflow process defined 13bridge table, defined 13Briefing, Siebel 13Business Integration Manager (BIM),

defined 13business model, defined 13business object, defined 13business process, defined 14business service, defined 14


Ccall by reference, defined 15call by value, defined 15call center, defined 15call script, defined 15campaigns

See also deduplicationallocation, Siebel Marketing 9defined 15

cascade copy, defined 15cascade delete, defined 15catalog

category, defined 15defined 15featured catalog, defined 30license file, defined 37many-to-many catalog, defined 40one-to-many catalog, defined 45presentation catalog, defined 50

categorydefined 15license file, defined 37material type, defined and example 40

Channel and Alliance Partner Management (CHAMP)

defined 16partner, defined 48

channel partner company, defined 16channel, defined 15character conversion, defined 16character encoding

See character set, encodingcharacter set

See also Unicodedefined 16encoding name, defined 16encoding, defined 16name, defined and example 16

chargesrecurring charges (RC), defined 54

chartapplet, defined 17

combo chart, defined 18filter, defined and example 17type, defined 17

check in, defined 17check out

defined 17local lock, defined 38

CIF (customer information number), defined 22

class, defined 17Client Wins

defined 17Server Wins, defined 60

clientsSee contactcompanies, defined 18

client-side error messagedefined 17server-side error message, defined 61

Cluster Services, Siebel, defined 17code page

character set, defined 16code page number, defined 18defined 18

combo chart, defined 18commands, metacommand defined 41comment, defined 18communication request, defined 18communications configuration, defined 18communications driver, defined 18communications toolbar, defined 18companies, defined 18competitive relationships, about 18complex join, defined 19component warranty, defined 19compound query, about 53Computer Telephony Integration (CTI),

defined 19configuration

defined 19file, defined and example 19

configurator engine, defined 19conflict detection


See also Client Wins; Server Wins; update conflict

defined and example 19update conflict, defined 70

conflict resolutionSee also Client Wins; Server Wins; update

conflictdefined 19update conflict, defined 70

connection pool, defined 19connector, defined 19constraints

about and example 20fairness constraints, defined 30hard constraints, defined 33soft constraints, defined 65

contactcontact center, defined 15defined 20designated contact, defined 26

contact access listsales team, defined 59

contact centerSee contact, contact centercall center, defined 15

contractdefined 20jeopardy, defined 36scheduling, defined 20

control ID, about 21control, defined 20cost function, defined and example 21cost list, defined 21costs, defined 21count basis, defined 21count frequency, defined 21count period

See periodcoverages, defined

See also entitlementCRM (Customer Relationship

Management), about 22

CTI (Computer Telephony Integration), defined 19

customer dashboard, defined 22customer hierarchy, defined 22customer information number (CIF),

defined 22customer number, defined 22Customer Relationship Management

(CRM), about 22customer relationships, defined 22customer sessions, types of 22customer type, defined 23customer-centric, defined 22customization, defined 23cycle counting

defined 23period defined and example 48

Cycle Counting Engine, count basis defined 21

Ddashboard

customer dashboard, defined 22defined 24

datadata conflict, defined 24data map, defined 24data table, defined 24seed data, defined 60

data administration, defined 24data security, defined 24data source name (DSN), defined 24data structure, cascade copy and cascade

delete 15data synchronization, defined 24data transformation

defined 24rule, defined 25

data transformation engine (DTE)defined 25external integration object, defined 29source integration object, defined 65target integration object, defined 67


data warehouse, defined 25database

database account, defined 25local database, defined 38regional database, defined 55Siebel Mobile Web Client, defined 38

database administrator (DBA)application administrator, defined 10defined 25

database administrator (DBA), system administrator, defined 66

Database Extract, defined 25database initialization, defined 25database management system (DBMS),

defined 25database server, defined 25data-level integration, defined 25dated date, defined 24DBA (database administrator), defined 25DBMS (database management systems),

defined 25deal team, about 26deals, defined 26debugging, tracing defined 68decision support, defined 26deduplication

defined 26dirty data, defined 26

Defective Material Tag (DMT), defined 55defective tag, defined 55designated contact, defined 26detail

defined 26master, defined 40

Dialed Number Identification Service (DNIS) 24

dialer, defined 26dimension, defined 26dimensional hierarchy

defined and example 26level, defined 37

directory, defined 26dirty data

deduplication, defined 26defined 26

discount, defined 26dispatcher horizon, defined 26

See also contract, schedulingdisplay functions, defined and example 27distribution

distribution channel, defined 27distribution list, defined 27

DMT (Defective Material Tag), defined 55DNIS (Dialed Number Identified Service) 24docking visibility rules, defined 27document index, defined 27domain, defined 27draw, defined 27drill across, defined 27driving table, defined 27drop-down list

list of values (LOV) defined and example 37

Queries drop-down list, defined 53Show drop-down list, defined 62

DSN (data source name), defined 24D-U-N-S number, defined 27duplicate conflict

deduplication, defined 26defined 27dirty data, defined 26

Dutch auction, defined 27

EeBusiness Application Integration (eAI),

defined 28EFT (Electronic Funds Transfer) 28EIN (Employee Identification Number) 28elapsed time

defined 28target time, defined 67

Electronic Bill Presentment and Payment (BPP) 28

Electronic Funds Transfer (EFT) 28employee benefits consultant, defined 28Employee Identification Number (EIN) 28


engineer, field service engineer (FSE) defined 30

English auction, defined 28enterprise selling process (ESP), defined 28entitlement

agent committed, defined 9defined 28metric, defined 28

error messageclient-side error message defined 17server-side error message, defined 61

ESP (enterprise selling process), defined 28event

defined 29session, defined 61

exception hours, defined 29expense, indirect expense defined 34explorer trees, defined 29extension

defined 29extension column, defined 29extension table, defined 29teleset, defined 67

externaldata transformation engine (DTE),

defined 25external content, defined 29external data mapping, defined 29external integration object, defined 29external relationships, defined 29

Ffact table, defined 30fairness constraints, defined 30fallback, defined and example 74Favorites drop-down list, Queries drop-

down list, defined 53FDIC (Federal Deposit Insurance

Corporation) 30featured

featured catalog, defined 30featured item, defined 30

Federal Deposit Insurance Corporation (FDIC) 30

fee-per-use, defined 30field engineer, trunk defined 69field service

activity, defined 30contract scheduling, defined 20engineer (FSE), defined 30

field, calculated, defined 30file attachment, defined 30file server, marketing file server defined 40financial account

companies, defined 18defined 8

financial account, about using account flags 8

firms, defined 30flags, about using account flags 8flexible group routing, defined 31forecast allocation, about 9

See also deduplicationForward auction, defined 28fragmented table source, defined 31frequency, count frequency defined 21FSE (field service engineer), defined 30Fulfillment Engine, defined 31fulfillment, defined 31function, defined 31functional dependency, defined 31

Ggeocode, defined 32Geographic Information Systems (GIS),

defined 32geographical locator, geocode defined 32GIS (Geographic Information Systems),

defined 32global deployment

defined 32locale, defined 35, 38

Glued period, defined 32GMT (Greenwich Mean Time), calculation

of Universal Time Code (UTC) 70


granularity, defined, defined 32Greenwich Mean Time (GMT), calculation

of Universal Time Code (UTC) 70group pension, defined 32guide

audience for 5revision history 6

Hhard constraints, defined 33health care

Request For Proposal (RFP), about 57restricted change, defined 56

hierarchicalhierarchical attribute, defined 33hierarchical list applet, defined 33

hierarchySee dimensional hierarchy

history of revisions 6holder, defined 33holdings, defined 33holiday, exception hours defined 29hoteling, defined 33household number, defined 33housing expense ratio, defined 33HTML template, defined 33

II18N, internationalization defined 35image control, defined 34image fee, defined 34imaging system, defined 34immediate annuity, defined 34inbound integration, defined 34index, defined 34indirect expense, defined 34instantiate, defined 34instructional text, defined 34insurance

agent, defined 9discount, defined 26document index, defined 27

loss taker, defined 39mode of premium payment, defined 42open enrollment period, defined 46Request For Proposal (RFP), about 57restricted change, defined 56

insurance loss report, loss taker defined 39integration

integration message, defined 34integration object, defined 34integration point, defined 34

interapplication variables, defined 35interface table, defined 35internal order, defined 35internal relationships, defined 35internationalization

defined 35locale deployment, defined 32locale, defined 38

internet domain, defined 27intersection table

bridge table, defined 13defined 35

intranet, defined 35inventory

aisle, defined 9allocate, defined 9bin, defined 13catalog, defined 15count basis, defined 21count frequency, defined 21fulfillment, defined 31internal order, defined 35levels, defined 35location, defined 35logistics, defined 38replenishment, defined 56shelf, defined 62sublevel, defined 66trunk, defined 69virtual inventory, defined 73warehouse, defined 74

investment account, investments defined 35investments


defined 35holdings, defined 33

invoice, defined 36item

detail page, defined 36license file, defined 37

ITIN (Tax Identification Number)defined 36

Jjeopardy, defined 36

Kkey, license key defined 37

LL10N, localization defined 38label, defined and use of 37language code, defined and example 37level

defined 37dimensional hierarchy, defined and

example 26license file, defined 37license key, defined 37licensing, Software Licensing and Services

Agreement (SLSA) defined 65Line of Business (LOB) 38list format, defined 37list management, defined 37list measure, defined 37list of values (LOV), defined and example 37lister, defined 37loans

loan-to-value percentage (LTV), defined and example 38

maximum financing, defined 40LOB (Line of Business) 38local database

defined 38Siebel Mobile Web Client, defined 63

local lock

check in, defined 17check out, defined 17defined 38

localedefined 38global deployment, defined 32internationalization, defined 35

localization, defined 38locking

check in, defined 17check out, defined 17defined 38

logical table, defined 38Login form, defined 38Login Name, Siebel User ID defined 64Logistics Manager, defined 38logistics, defined 38loss taker, defined 39LOV (list of values), defined and example 37LTV (Loan to Value), defined and example

38

MManager visibility, defined 40manufacturer’s warranty, defined 40many-to-many catalog, defined 40marketing file server, defined 40master

defined 40detail, defined 26

material type, defined and example 40maximum financing, defined 40mean time between failures (MTBF),

defined 42mean time to repair, defined 42measure-based attribute, defined and

example 41measurement, defined 41measures

bound measure, defined 13measure aggregation, defined and

example 40measure column, defined and example 41


measure restriction, defined and example 41

members area, defined 41message bar, defined 41metacommand, defined 41Metadata Business Service, defined 41metadata, defined 41method-level integration, defined 41Microsoft BizTalk Workflow, scripting

languages used with 76middleware, defined and example 41MidMarket Edition, Siebel, defined 42Mobile Connector

metadata business service defined 41Reference Configuration Sample, defined

54mode of premium payment, defined 42Month to Date (MTD) 42mortgage

adjustable data, defined 8adjustable period, defined 8affordability analysis, defined 8loan-to-value percentage, defined and

example 38maximum financing, defined 40

MTBF (mean time between failures), defined 42

MTD (Month to Date) 42MTTR (mean time to repair), defined 42multidatabase join, defined 42multinode implementation, defined 42multiple-organization visibility, defined 42multiplier, defined 42multitenancy, defined 42multithreading, defined 42multi-value group (MVG), defined 43MVG (multi-value group), defined 43

Nname

defined and use of 44name information, defined use of 44

needs analysis, defined 44

Non-account holder customer session, defined 22

non-serialized assets, defined 44Non-Unicode Character Set, defined 44numeric IDs, about and finding 21

Oobject

object compiler, defined 45object type, defined 45

occurrence, Siebel Marketing, defined 45ODP (overdraft protection) 45OEM code page, about 18offline mode, defined 45one-to-many

catalog, defined 45extension table, defined 45relationship, defined and example 45

one-to-oneextension table, defined 45relationship, defined and example 45

online mode, defined 46open

open enrollment period, defined 46open model, defined 46

operation conflict, defined 46opportunity, defined 46optimal schedule, defined 46Optimization Engine

constraint, about and example 20cost function, defined and example 21defined 46optimizer horizon, defined 46optimizer period, defined 46optimizer schedule defined 46

OptimizerSee also constraintsdefined 46horizon, defined 46horizon, reload defined 55period, defined 46service locator, defined 61

Optimizer Engine


See Optimization Engineorders

allocate, defined 9internal order, defined 35purchase order defined 52repair, defined 55sales order defined 59service orders defined 61

organization, defined 46organizational visibility, defined 47outbound integration, defined 47overdraft protection (ODP) 45

Ppackage, defined 48Packager, Siebel, defined 48participation sharing, defined 66participation/participant, syndicate defined

66partner, defined 48period

chart, defined 48defined and example 48Glued period defined 32optimizer period, defined 46period certain, defined 48

person record, defined 48personal visibility, defined 48phone, Automatic Call Distributor (ACD)

defined 11physical schema, defined 48

See also search specificationphysical table, defined 48pick applet, defined 49pick ticket, defined 49picklist, defined 49platform, defined 49PM (Preventive Maintenance)

actions, defined 49defined 49plan, defined 49triggers, defined 49

PMI (Private Mortgage Insurance) 49

PMP (portfolio management process), defined 50

polling table, defined 50portfolio management process (PMP),

defined 50ports, defined 50post, defined 50postoperation event, defined 50

See also preoperation event, definedprecedence order, defined 49preoperation event, defined 50

See also postoperation event, definedpresentation catalog, defined 50preventive maintenance

actions, defined 49defined 49plan, defined 49triggers, defined 49

price list, cost list defined 21pricing factor, defined 51private auction, defined 51Private Mortgage Insurance (PMI) 49procedure

defined 51subprogram, defined 66

product profile, defined 50products

database initialization, defined 25defined 51service products defined 61Siebel Data Model, defined 62warranty, defined 51

professional, defined 51profile, defined 51profit

average profit defined 11profit rank, defined 50

program, defined 51project, defined 51

See also check outproperties, defined 53property set, defined 52

See also data transformation engine (DTE)


property, defined 52protocol, defined 52publish, defined 52purchase order, defined 52push, defined 52

Qqualifying ratios, defined 53Queries drop-down list, defined 53query

defined 53query cache, defined 53query language, defined 53

query by example (QBE), defined 53queue, defined 53

RRC (recurring charges), defined 54readings, defined 54real-time integration, defined 54record filter, defined and example 54record navigation

controls, defined 54indicator, defined and example 54

record, defined 54Record-access visibility

defined 54routing, defined 58

recurring charges (RC), defined 54Reference Configuration Sample, defined 54region, defined 54regional database, defined 55registration

defined 55registration type, defined 55

relationship manager, defined 55relationships

competitive relationships, about 18customer relationships, defined 22

release, defined 55reload, defined 55remote users

defined 55synchronization, defined 66

repairhistory, defined 55MTTR (mean time to repair), defined 42number, defined 55order, defined 55record, defined 55RMA repair return, defined 57

replenishment, defined 56report, defined 56repository

defined 56local lock, defined 38repository migration, defined 56repository search, defined 56

Request For Proposal (RFP), about 57Request For Quote (RFQ)

defined 56Reverse auction, defined 57

reserve price, defined 56resource, defined 56response input, defined 57responsibility

View Access visibility, defined 73responsibility, defined 57restricted change, defined 56restriction, defined 57retirement class, defined 17return

return materials authorization (RMA), defined 57

RMA return, defined 57revenue, defined 57Reverse auction

defined 57Request For Quote (RFQ), defined 56

revision history 6RFP (Request For Proposal), about 57RFQ (Request For Quote)

defined 56Reverse auction, defined 57

rich list, defined 57


See also catalogRMA (return materials authorization),

defined with unique ID 57RMA advance exchange, defined 57RMA repair return, defined 57RMA return, defined 57routing

defined 58Record-access visibility, defined 54routing model, defined 58routing restrictions, defined 58routing rules, defined 58

rule, defined 58rules engine, defined 58

SSales Assistant, defined 59sales order, defined 59Sales Team visibility

Record-access visibility, defined 54routing, defined 58

Sales Team visibility, defined 59sales team, defined 59scheduler language (SLANG), about XLANG

76screen tabs

defined 59view tabs, defined and example 73

screen, defined 59script

defined 59instructional text defined 34

scripted flag, defined 59Sealed-Bid auction, defined 59search specification

defined 60search specification URL, defined 74

security adapterauthentication, defined 60defined 60

seedseed data, defined 60seed list, defined 60

segment, defined and example 60selected row, defined 60selective routing, defined 60serial numbers, non-serialized assets

defined 44serialized, defined 59server key mapping, defined 60server lock, defined 60

See also local lockServer Wins

Client Wins, defined 17defined 60

server-side error message, defined 61service agreement

defined 61service level agreement (SLA), defined 61

Service Assistant, defined 61service level agreement (SLA), defined 61service locator, defined 61service order, defined 61service products, defined 61service region

defined 61server key mapping, defined 60

service request, defined 61service, pick ticket defined 49session

defined 61event, defined 29

SessioN API, defined 64shelf, defined 62shipment, waybill defined 74Show drop-down list, defined 62Siebel application window, and views 72Siebel Briefing, about 13Siebel Business Process Administration,

defined 62Siebel Character Set Encoding Name,

defined 62See also character, set encoding; Unicode

Siebel Data Model, defined 62Siebel Data Transformation Engine, defined

25


Siebel Dedicated Web Clientdefined 62Siebel Mobile Web Client, defined 63

Siebel eBusiness Application Integration (eAI)

virtual business component (VBC), defined 73

Siebel eBusiness Applications, defined 62Siebel Handheld Client, defined 62Siebel Industry Applications, defined 62Siebel Mobile Connector

defined 62metadata business service defined 41Reference Configuration Sample, defined

54Siebel Mobile Web Client

defined 63Siebel Dedicated Web Client, defined 62

Siebel Object Hierarchy, defined 63Siebel Object Interfaces, tracing defined 68Siebel Object Model, defined 63Siebel OLE (Object Linking and

Embedding), defined 63Siebel Remote Server

Client Wins defined 17Server Wins defined 60

Siebel repository file (.srf file), defined 63See also repository

Siebel Serverdefined 63tasks, defined 63user interface object definitions, defined

70Siebel SmartScript

See SmartScriptSiebel tag, defined and example 63Siebel Tools Client, defined 64Siebel Universal Queuing

about 53defined 64

Siebel User ID, defined 64Siebel VB (Visual Basic)

defined 64

precedence order, method defined 49Siebel Web Client, defined 64Siebel Wireless Client, defined 64Siebel XML Interface (sXML), defined 64simple query, about 53SISNAPI, defined 64SLA (service level agreement), defined 61SLANG (scheduler language), about XLANG

76SLSA (Software Licensing and Services

Agreement), defined 65SmartScript

call script, defined 15instructional text, defined 34response input, defined 57RMA return, defined 57target time, defined 67

snapshot, defined 64snowflake schema

defined 64star schema, defined 65

soft constraints, defined 65Software Licensing and Services Agreement

(SLSA), defined 65solution state, defined 65source code format

defined 65target integration object, defined 67

source integration objectdata transformation engine (DTE),

defined 25defined 65

standard table, defined 65star schema

defined 65snowflake schema, defined 64

state machine, defined and use of 65state model, defined and use of 65state transition, defined 66structured data, defined and example 66subclass, defined and examples 66sublevel, defined 66subprogram, defined 66


substitution, defined 66synchronization

defined 66remote users, defined 55

synchronous integration, defined 66syndicate, defined 66system administrator

application administrator, defined 10database administrator, defined 25defined 66

system primary keydefined 66user primary key, defined 71

Ttab jump buttons, defined 67table

base table, defined 12extension table. defined 29fact table, defined 30interface table, defined 35intersection table, defined 35logical table, defined 38multidatabase join, defined 42one-to-many extension table, defined 45one-to-one extension table, defined 45physical table, defined 48polling table, defined 50relational database, defined 67standard table, defined 65

Target Accounting Selling, Siebel (TAS), defined 67

target integration objectsource code format, defined 65

target integration object, defined 67target list, defined 67target time

defined 67elapsed time, defined 28

TAS (Target Account Selling), defined 67Tax Identification Number (TIN)

defined 36Employee Identification Number 28

telesetSee also computer telephony integration

(CTI)defined 67extension, defined 29

templatesActivity template, defined 8Web template, defined 74

territory assignment, defined 67territory, defined 67text box control, defined 68thread bar, defined 68time period, cycle counting time period

defined and example 48time window map, defined 68TIN (Tax Identification Number)

defined 36Employee Identification Number, defined

28total expense ratio, defined 68TPA (Third Party Administrator), defined 68tracing, defined 68trade promotion, defined 68trades

as-of, defined 11distribution list, defined 27

transactionsasset transaction, defined 11transaction data, defined 68transaction log, defined 68transaction processing, defined 68

transformations, defined 68Transport Adapter, defined and use of 69tree applet, defined 69tree, defined 69triggers, preventive maintenance triggers

defined 49trunk, defined 69

UUnicode

Non-Unicode Character Set defined 44Unicode Character Set, defined 70


uniform resource locator (URL), defined 70universal agent, defined 9

See also agentUniversal Time Code (UTC), defined 70UNIX, defined 70unstructured data, defined and examples 70update conflict

conflict detection, defined and example 19

conflict resolution, defined 19defined 70

upgrade kit, defined 70upload, defined 70user credentials, defined 70user data, defined 70user interface object definitions

defined 70Siebel Server, defined 63

user primary keydefined 71system primary key 66

user responsibility, defined 71user-interface-level integration, defined 71username, defined 71UTC (Universal Time Code), defined 70

Vvalidated resource, defined 72value, defined 72variable scoping, defined 72variables

defined 72interapplication variables, defined 35

vartype, defined and list of tags 72VB (Visual Basic)

Siebel VB (Visual Basic), defined

64Siebel VB, precedence order 49

VBC (virtual business component), defined 73

vehicle breakdown rescheduling, defined 72vehicles, defined 72

View Access visibilitydefined 73responsibility, defined 57

View object type, defined 73view tabs

defined and example 73screen tabs, defined and example 59

view, defined 72virtual business component, defined 73virtual inventory, defined 73virtual product, defined and example 73

See also categoryvisibility

defined 73multiple-organization visibility, defined

42organizational, defined 47personal visibility, defined 48Sales Team visibility, defined 59View Access visibility, defined 73visibility event, defined 73

visibility setting, Manager visibility defined 40

WWAP (Wireless Application Protocol), about

75warehouse

aisle, defined 9bin, defined 13defined 74shelf, defined 62

warrantycomponent warranty defined 19manufacturer’s warranty, defined 40product warranty, defined 51

waves, defined and example 74waybill, defined 74Web chat, defined 42Web collaboration, defined 44Web page, defined 74Web search specification, defined 74Web server, defined 74


Web services, defined and internet protocols and data format examples 74

Web site, uniform resource locator (URL) defined 70

Web template, defined 74what-if analysis, defined 75wildcard character, defined and example 75winner, defined 75Wireless Application Protocol (WAP), about

75wireless markup language (WML), defined

75wizard, defined 75workflow

branch, defined 13defined 75

Workflow Policies, Siebel, defined 75Workflow Process Simulator, defined 75Workflow Processes, Siebel, defined 75

XXLANG, defined 76XML Schema, defined 76XSL Transformations (XSLT), defined 76

YYear To Date (YTD) 76

Zzero install, defined 77ZIP code, defined and example 77


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