in this guide.<br><br> To find out more about the modules your organization has purchased, see your corporate purchasing agent or your Oracle sales representative. If the Programs are delivered to the United States Government or anyone licensing or using the Programs on behalf of the United States Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS.<br><br> Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are "commercial computer software" or "commercial technical data" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the Programs, including documentation and technical data, shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement, and, to the extent applicable, the additional rights set forth in FAR 52.227-19, Commercial Computer Software--Restricted Rights (June 1987).<br><br> Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065. The Programs are not intended for use in any nuclear, aviation, mass transit, medical, or other inherently dangerous applications. It shall be the licensee's responsibility to take all appropriate fail-safe, backup, redundancy and other measures to ensure the safe use of such applications if the Programs are used for such purposes, and we disclaim liability for any damages caused by such use of the Programs.<br><br> Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. The Programs may provide links to Web sites and access to content, products, and services from third parties.<br><br> Oracle is not responsible for the availability of, or any content provided on, third-party Web sites. You bear all risks associated with the use of such content. If you choose to purchase any products or services from a third party, the relationship is directly between you and the third party.<br><br> Oracle is not responsible for: (a) the quality of third-party products or services; or (b) fulfilling any of the terms of the agreement with the third party, including delivery of products or services and warranty obligations related to purchased products or services. Oracle is not responsible for any loss or damage of any sort that you may incur from dealing with any third party. Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 3 Cont ent s Chapter 1: What 9s New in This Release Chapter 2: Overview of Siebel E-Com m erce About Siebel E-Commerce 11 Siebel E-Commerce and Siebel eSales 12 Chapter 3: Setting Up Siebel E-Com m erce Process of Setting Up Siebel E-Commerce 19 Setting Up Order Management for Siebel E-Commerce 20 Creating Multilingual Siebel E-Commerce Web Sites 22 Controlling User Access to the Siebel E-Commerce Web Site 23 Setting Up the Image Path for Siebel E-Commerce 25 Customizing Shipping Charge Calculations for Siebel E-Commerce 25 Setting Up a Content Management System for Siebel E-Commerce 26 Customizing Email Notifications for Siebel E-Commerce 27 Integrating Siebel E-Commerce with CyberSource to Allow Credit Card Payments 28 Setting Up Hot Offers for Siebel E-Commerce 28 Tasks for Configuring the Contact Us Features 32 Specifying the Recipient Email Address 32 Specifying the Email Subject Format 33 Setting Up Chat for Siebel E-Commerce 34 Setting Up Siebel Email Response 35 Setting Up Contact Center Anywhere Email Response 36 Process of Setting Up Siebel E-Commerce with Siebel Solutions 36 Setting Up the Knowledge Base-Related LOV 37 Creating Solutions 37 Associating Resolution Documents with Solutions 38 Associating Related Solutions with a Solution 38 (Optional) Adding a File Format to the Knowledge Base Display 39 Process of Setting Up Background Application Functions 40 Activating the Self-Service Web Services 41 Confirming the Self-Service Workflows Are Running 41 Activating Siebel Search 42 Adding a Responsibility and Assigning Permissions 42 Configuring the State Field for Addresses 44 Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Contents   4 Adding Accounts to a Self-Service Organization 45 Enabling or Disabling Application-Specific Features 45 ENABLE Parameter Settings 48 Effects of ENABLE Settings on Other Application Settings 48 Effects of ENABLE Settings on Third-Level Menus 49 Effects of ENABLE Settings on Features 50 Custom Configurations and ENABLE Settings 51 Chapter 4: I ntegrating Siebel E-Com m erce w ith Third- Party Applications About Integrating Siebel E-Commerce with Third-Party Knowledge Management 53 Process of Integrating Siebel E-Commerce with Third-Party Knowledge Management 56 Substituting Sample Third-Party View Objects for Siebel Solutions View Objects 57 Creating View Objects and Adding Substitution Rules 57 Establishing a Connection to the Knowledge Management System 60 Chapter 5: Application and Site Settings for Siebel E- Com m erce About Application, Site, and System Settings 61 Roadmap for Defining Application and Site Settings 61 Process of Managing Application Settings 62 Managing Page Template Application Settings 62 Managing Read-Only Application Settings 65 Managing Siebel E-Commerce Application Settings 66 Process of Managing Site Settings 66 Adding, Deleting and Modifying Self-Service Sites 66 Managing General Site Settings 67 Managing Catalog Site Settings 68 Managing Cart and Checkout Site Settings 69 Managing Assets Site Settings 69 Copying Site Settings 70 Managing System Settings 70 Chapter 6: Perform ing User Managem ent in Siebel E- Com m erce About Self-Service User Management 73 About Self-Service Users 73 About Self-Service Responsibilities and Permissions 74 Contents   Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 5 Process of Setting Up Organizations for Siebel E-Commerce 75 Registering an Organization in Siebel E-Commerce 75 Adding Accounts to an Organization 76 Adding Addresses to an Organization Account 76 Adding Contacts to an Organization Account 78 Ongoing Tasks for Managing Organizations in Siebel E-Commerce 80 Setting Up User Access Control in Siebel E-Commerce 80 Updating Account Contacts in Siebel E-Commerce 81 Approving or Rejecting Self-Registered Users in Siebel E-Commerce 81 Tasks for User Registration in Siebel E-Commerce 82 Registering as a New User for a New Account in Siebel E-Commerce 83 Registering as a New User of an Existing Account in Siebel E-Commerce 84 Registering as a New Contact of an Organization in Siebel E-Commerce 85 Registering as an Existing Contact of an Organization in Siebel E-Commerce 86 Ongoing Tasks for User Profile Management in Siebel E-Commerce 87 Updating Personal Information in Siebel E-Commerce 88 Adding Payment Methods to a Profile in Siebel E-Commerce 88 Editing a Profile Payment Method in Siebel E-Commerce 90 Viewing Profile Payment History in Siebel E-Commerce 90 Adding an Address to a Profile in Siebel E-Commerce 91 Editing a Profile Address in Siebel E-Commerce 91 Resetting a Password in Siebel E-Commerce 92 Resetting a Security Question in Siebel E-Commerce 92 Resetting a Forgotten Password in Siebel E-Commerce 92 Permissions and Responsibilities Mapping Reference for Siebel E-Commerce 93 User Interface Access Permissions for Siebel E-Commerce 93 Data Access Permissions for Siebel E-Commerce 94 Products and Orders Access Permissions for Siebel E-Commerce 95 Functionality Access Permissions for Siebel E-Commerce 95 Chapter 7: Migrating from Siebel eSales to Siebel E- Com m erce About Migrating from Siebel eSales to Siebel E-Commerce 97 Tasks for Migrating from Siebel eSales to Siebel E-Commerce 98 Assigning New Siebel E-Commerce Responsibilities to Existing Users 98 Adding Custom Responsibilities to Siebel E-Commerce 98 Implementing Siebel eSales Configuration Rules for Siebel E-Commerce 99 Chapter 8: Using Siebel E-Com m erce About Using Siebel Self-Service Applications 101 Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Contents   6 Process of Accessing Siebel Self-Service Applications 101 Selecting a Deploying Company Site 102 Logging In to the Self-Service Application 103 Viewing Your Account Overview 104 Logging Out of the Self-Service Application 105 Tasks for Contacting a Deploying Company 105 Initiating a Web Chat Session 106 Submitting Feedback for a Chat Session 107 Sending an Email to the Deploying Company 107 Tasks for Looking Up Products, Assets, and Orders 108 Browsing the Product Database 108 Viewing Assets 109 Looking Up Orders 110 Process of Browsing and Searching Siebel E-Commerce Product Catalogs 111 Browsing Product Categories in Siebel E-Commerce 112 Browsing Products in Siebel E-Commerce 113 Searching for Products in Siebel E-Commerce 114 Comparing Products in Siebel E-Commerce 115 Viewing Product Details in Siebel E-Commerce 116 Using Other Features of the Product Details Tab in Siebel E-Commerce 117 Working with Shopping Carts in Siebel E-Commerce 118 Checking Out in Siebel E-Commerce 120 Configuring Products or Promotions in Siebel E-Commerce 121 Tasks for Working with Orders in Siebel E-Commerce 123 Placing Orders in Siebel E-Commerce (B2C) 123 Placing Orders in Siebel E-Commerce (B2B) 124 Viewing Orders in Siebel E-Commerce 125 Process of Viewing and Modifying Assets in Siebel E-Commerce 126 Searching for Assets 126 Viewing Asset Details and Open Orders 127 Placing Orders to Modify Assets 127 Chapter 9: Single Sign-On for Siebel Self-Service Applications About Single Sign-On 129 Tasks for Managing Single Sign-On 132 Viewing the SSO Settings 132 Setting Up SSO 133 Contents   Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 7 Chapter 10: Workflow Reference for Siebel E-Com m erce About Siebel Self-Service Applications Workflows 135 Siebel Self-Service Applications Registration and Notification Workflows 135 SelfServiceRegistration Workflow 136 SelfServiceRegistration - UpdateUser Workflow 144 SelfServiceTemplateEmail Workflow 145 SelfServiceSmtpEmail Workflow 145 SelfServiceRegistration - UpdateContactForOrgId Workflow 146 SelfServiceRegistration - UpdateAccountForOrgId Workflow 146 Siebel Self-Service Applications Registration Approval Workflows 147 Self Service Registration - Enrollment Approval - Main Workflow 148 Self Service Registration - Get Inbox Context Workflow 149 SelfServiceRegistration - PostApproval - Activate Workflow 149 SelfServiceRegistration - PostApproval - Activate Contact Workflow 150 SelfServiceRegistration - PostApproval - Activate Account Workflow 151 SelfServiceRegistration - PostRejection - InActivate Workflow 152 SelfServiceRegistration - PostRejection - InActivate Contact Workflow 153 SelfServiceRegistration - PostRejection - InActivate Account Workflow 154 SelfServicePostLoginProcess Workflow 155 Siebel E-Commerce Quote Workflows 156 Web Channel Quoting Workflow 156 QuoteCheckOut Workflow 157 Chapter 11: Siebel Com m unications E-Com m erce About Siebel Communications E-Commerce 159 Setting Up Siebel Communications E-Commerce 159 Using Siebel Communications E-Commerce 162 Setting Location in Siebel Communications E-Commerce 162 Buying Products in Siebel Communications E-Commerce 163 Updating Accounts in Siebel Communications E-Commerce 165 I ndex Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Contents   8 Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 9 1 W hat 9s New in This Release What 9s New in Siebel E-Com m erce Adm inistration Guide, Version 8.1 Siebel E-Commerce 8.1 is the first release of this new product.<br><br> Table 1 lists the chapters for this guide. Table 1. Chapters for the Siebel E-Commerce Administration Guide, Version 8.1 Topic Description cOverview of Siebel E-Commerce d General background about Siebel E-Commerce.<br><br> cSetting Up Siebel E-Commerce d How to set up Siebel E-Commerce. cIntegrating Siebel E-Commerce with Third-Party Applications d How to integrate Siebel E-Commerce with third-party knowledge management applications. cApplication and Site Settings for Siebel E-Commerce d How to create application settings and site settings, which control the behavior of your Siebel E-Commerce sites.<br><br> cPerforming User Management in Siebel E-Commerce d How to control user access to Siebel E-Commerce. cMigrating from Siebel eSales to Siebel E-Commerce d How to upgrade to Siebel E-Commerce if you already use Siebel eSales. cUsing Siebel E-Commerce d How customers use E-Commerce through the Web.<br><br> cSingle Sign-On for Siebel Self- Service Applications d How to set up and manage single sign-on for Siebel E- Commerce. cWorkflow Reference for Siebel E- Commerce d Descriptions of Siebel workflows that control the behavior of Siebel E-Commerce. cSiebel Communications E- Commerce d Features unique to Siebel Communications E-Commerce.<br><br> Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 What 9s New in This Release   1 0 Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 1 1 2 Overview of Siebel E-Com m erce This chapter presents an overview of Siebel E-Commerce. It includes the following topics:   cAbout Siebel E-Commerce d on page 11   cSiebel E-Commerce and Siebel eSales d on page 12 About Siebel E-Com m erce Siebel E-Commerce allows your company to do business-to-business (B2B) and business-to- consumer (B2C) sales over the Web. It includes the following Web pages:   Registration.<br><br> Users can register to create their own Siebel E-Commerce account.   Products, Brow se. This page provides access to the products on your company 9s Siebel E- Commerce Web site.<br><br> Users can browse through categories and products, or can search for products. They can view the details of products in a number of formats, and can add the products to their shopping cart. Users can configure complex products on this page, choosing product options.<br><br> Users can also see a small version of the shopping cart in a panel on this page.   Products, Shopping Cart. The shopping cart stores the products and services selected by users.<br><br> Users can save shopping carts for later use. They can also check out and use this page to purchase the products in the current shopping cart.   Products, Order Status.<br><br> Users can search for orders that they have placed and view the status of these orders. For example, they can see whether the orders have already been shipped.   Products, My Products.<br><br> Users can view a list of products that have already purchased, which are called assets. If the asset is a customizable product, they can modify the configuration of the product. If the product is not a customizable product they can change the accounts or contact associated with the asset.<br><br>   My Account, Overview . Users can view a summary of their service requests, their orders, and their products.   My Account, Personal.<br><br> Users can enter information about themselves or modify information that they entered during registration, such as their contact information, their shipping addresses, and their payment methods.   Support, Contact Us. Users can contact technical support by searching for branches of the store near them, by emailing technical support, or by starting a live chat with a support representative.<br><br> Siebel E-Commerce and Siebel E-Support are the Siebel Self-Service Applications. For information about how to configure them, see Siebel Self-Service Application Developer 9s Guide . NOTE: The Siebel Bookshelf is available on Oracle Technology Network (OTN) and Oracle E-Delivery.<br><br> It might also be installed locally on your intranet or on a network location. Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Overview of Siebel E-Com m erce   Siebel E-Commerce and Siebel eSales 1 2 Siebel E-Com m erce and Siebel eSales There are two Siebel products used for B2C and B2B sales through the Web, Siebel E-Commerce and Siebel eSales. Table 2 summarizes their differences, to help you decide which of these products is best for your purposes.<br><br> Table 2. Features of Siebel E-Commerce and Siebel eSales Feature Description Siebel E- Com m erce Siebel eSales Com m ents Product Catalog Hierarchical dynamic product catalog. Yes Yes None Multiple Sites Defines multiple sites in the same instance.<br><br> Yes No Multiple sites can be defined in the same Siebel E- Commerce Instance. Each site can have:   A different skin (UI)   Support for different locales   Different catalogs   Different price lists   Different payment methods, shipping priorities, credit card types, and so on UI Extensibility Extends the user interface. Yes, Improved Yes Siebel E-Commerce gives the user improved flexibility to customize the UI.<br><br> It is built on Industry Standard J2EE technology. The deploying company can specify alternative templates based on conditions in the Applications settings screen, and can create new page templates. Workspace Tabs Displays categories, product lists, and product details in separate tabs.<br><br> Yes No In Siebel E-Commerce, the user can navigate among tabs and the application recalls the contents of each tab. Overview of Siebel E-Com m erce   Siebel E-Commerce and Siebel eSales Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 1 3 Panels Displays panels across various pages. Panels are areas at the left or right edge of the screen that let the user follow links to related information.<br><br> Yes No For example, the Product Details page shows the following panels:   Similar Products   Accessories   Services   Related Promotions Multiple product views Displays the product list in multiple formats, such as paragraph view, gallery view, and list view. Yes No Siebel E-Commerce can also be extended to add new view types. Sorting Sorts the Product List page, based on different fields.<br><br> Yes No None Product Search Keyword search and Parametric Search. Yes, Improved Yes In Siebel eSales, parametric search is based on a product family. The user must pick a product family before performing a parametric search.<br><br> Also, the search is database driven. In Siebel E-Commerce, the keyword search and parametric search are not database driven and is certified against Oracle Secure Enterprise Search. Narrow by Attribute, Category, or Price Ability to narrow the list of products based on product attributes, categories the product belongs to, and the product price.<br><br> Yes No For example, in Siebel E- Commerce, the customer can limit the list of televisions, based on the screen size and resolution. Personalization Rules Creates runtime personalization rules to display special content based on the user. No Yes It is possible to extend Siebel E-Commerce to invoke the external personalization engines, using the Post Login Implementation Adaptor.<br><br> Table 2. Features of Siebel E-Commerce and Siebel eSales Feature Description Siebel E- Com m erce Siebel eSales Com m ents Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Overview of Siebel E-Com m erce   Siebel E-Commerce and Siebel eSales 1 4 Quick Add Adds a product quickly to the cart based on item name or item code. No Yes None Guided Selling Guides a customer to a list of products, based on a series of questions and answers.<br><br> No Yes It should be possible to integrate Siebel E-Commerce with third-party, guided- selling products. Compare Compares products. Yes, Improved Yes The compare functionality in Siebel E-Commerce has many enhancements, such as:   A user can add products to the compare table from the browse screens.<br><br>   Product features are listed in the compare page.   In Siebel eSales, products can be compared only from the parametric search screen. In Siebel E-Commerce the compare table is persistent across the browse pages.<br><br> Save Lists of Products Stores shopping lists of products. No Yes Siebel E-Commerce can save shopping carts. Siebel eSales can save shopping lists of products, called Templates or Favorites, in addition to saving shopping carts.<br><br> A shopping list is similar to a shopping cart, but there is no implication that you intend to buy the product. Knowledge Management Integration with a knowledge management system without configuration. Yes No None Table 2.<br><br> Features of Siebel E-Commerce and Siebel eSales Feature Description Siebel E- Com m erce Siebel eSales Com m ents Overview of Siebel E-Com m erce   Siebel E-Commerce and Siebel eSales Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 1 5 Chat server Integrates with the Oracle Contact Center Anywhere chat server, but without configuring it, which lets a sales agent answer questions and push content to the customer 9s browser. Yes No None Promotions Displays related promotions, view promotion details, and allows you to configure promotion, if required. Adds the promotions to the cart.<br><br> Yes, Improved Limited Siebel E-Commerce allows the user to:   View related promotions in a panel.   View promotion products in the catalog.   Drill down on promotions to view promotion details including the component products and promotion terms.<br><br>   Configure and price configurable promotions.   Add the promotions to the cart. Siebel eSales allows users to view related promotions, but does allow them to drill down on promotions and does not allow them to purchase the promotion on the eSales site.<br><br> Asset-Based Ordering Allows customers to place orders, based on the assets that they have already bought. Yes No Siebel eSales for Industry Applications supports asset- based ordering, and Siebel eSales can be configured to support asset-based ordering. Siebel E-Commerce supports asset-based ordering without configuration.<br><br> Table 2. Features of Siebel E-Commerce and Siebel eSales Feature Description Siebel E- Com m erce Siebel eSales Com m ents Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Overview of Siebel E-Com m erce   Siebel E-Commerce and Siebel eSales 1 6 Configurable products Allows the configuration of customizable products. Yes, Improved Yes The Siebel E-Commerce configurator is improved by adding panels such as the process train, current total and current configurations to the configurator pages.<br><br> In Siebel Business Applications 8.1, you can create a configurator UI definition for the self-service channel. Product Eligibility If you set up eligibility rules, the Siebel Business Application checks the eligibility of the logged-in user. Yes, Improved Yes Siebel eSales shows products that the user is not eligible for but flags them as ineligible.<br><br> Siebel E-Commerce does not show products the user is not eligible for. Product Compatibility If you set up compatibility rules, the Siebel Business Application checks the products in the cart to determine whether they are compatible with each other. Yes Yes None Related Products Shows the related products on the product details page, such as services and accessories for a product.<br><br> Yes, Improved Yes Siebel eSales shows all related products in the same table. Siebel E-Commerce shows the related products in separate mini bins for:   Similar products   Accessories   Services B2C Checkout Displays checkout screens for B2C sales. Yes, Improved Yes The Siebel E-Commerce checkout screens include a process to make the sequence of screens easier to follow.<br><br> Table 2. Features of Siebel E-Commerce and Siebel eSales Feature Description Siebel E- Com m erce Siebel eSales Com m ents Overview of Siebel E-Com m erce   Siebel E-Commerce and Siebel eSales Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 1 7 B2B Checkout Displays checkout screens for B2B sales. Yes No Siebel E-Commerce has a separate checkout flow designed for B2B sales.<br><br> Company Registration Supports company registration. Yes No Siebel E-Commerce supports the following:   Registering a new company   Requesting access as a new contact of an existing customer company   Requesting access as an existing contact of an existing customer company User Registration Supports user registration. Yes, Improved Yes Siebel E-Commerce supports the following:   Registering a new user   Requesting access to an existing individual user account Siebel eSales supports registration of a new user.<br><br> Caching Caches objects on the self service layer to improve performance. Yes No Siebel E-Commerce caches basic product fields shown on the Product List page to improve performance. Shipment Tracking Integrates with third- party shipment tracking applications.<br><br> No Yes Allows customers to track their shipments through the Web site. Table 2. Features of Siebel E-Commerce and Siebel eSales Feature Description Siebel E- Com m erce Siebel eSales Com m ents Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Overview of Siebel E-Com m erce   Siebel E-Commerce and Siebel eSales 1 8 Integration with Oracle RTD Allows product recommendations based on user behavior.<br><br> Yes No Recommedations are based on both user profile and behavior in the current session. Integration with an external Content Management System using WebDAV Protocol Allows management of content appearing on the web site. Yes No The parameters required for the integration can be set in the configuration parameters file.<br><br> Table 2. Features of Siebel E-Commerce and Siebel eSales Feature Description Siebel E- Com m erce Siebel eSales Com m ents Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 1 9 3 Set t ing Up Siebel E-Com m erce This chapter includes procedures for setting up and configuring Siebel E-Commerce. This chapter includes the following topics:   cProcess of Setting Up Siebel E-Commerce d on page 19   cTasks for Configuring the Contact Us Features d on page 32   cProcess of Setting Up Siebel E-Commerce with Siebel Solutions d on page 36   cProcess of Setting Up Background Application Functions d on page 40   cENABLE Parameter Settings d on page 48 Process of Setting Up Siebel E- Com m erce To set up Siebel E-Commerce, perform the following tasks:   cSetting Up Order Management for Siebel E-Commerce d on page 20 .<br><br>   cCreating Multilingual Siebel E-Commerce Web Sites d on page 22 .   cControlling User Access to the Siebel E-Commerce Web Site d on page 23 .   cSetting Up the Image Path for Siebel E-Commerce d on page 25   cCustomizing Shipping Charge Calculations for Siebel E-Commerce d on page 25   cSetting Up a Content Management System for Siebel E-Commerce d on page 26   cCustomizing Email Notifications for Siebel E-Commerce d on page 27   cIntegrating Siebel E-Commerce with CyberSource to Allow Credit Card Payments d on page 28   cSetting Up Hot Offers for Siebel E-Commerce d on page 28 In addition to the tasks in this process, perform the setup tasks described in the following topics and chapters:   cTasks for Configuring the Contact Us Features d on page 32   cProcess of Setting Up Background Application Functions d on page 40   Chapter 5, cApplication and Site Settings for Siebel E-Commerce d   Chapter 6, cPerforming User Management in Siebel E-Commerce d   Chapter 7, cMigrating from Siebel eSales to Siebel E-Commerce d   Chapter 9, cSingle Sign-On for Siebel Self-Service Applications d Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce 2 0 Setting Up Order Managem ent for Siebel E-Com m erce Siebel E-Commerce allows customers to place their own orders.<br><br> To set up Siebel E-Commerce, you must perform many of the same tasks you perform to allow employees to place orders, such as defining products, creating catalogs, setting up shipping information, setting up tax calculations, and so on. Data already in your Siebel application 9s order management system, such as price lists, products, and catalogs are available to Siebel E-Commerce. For more information, see the roadmap to setting up order management in Siebel Order Management Guide .<br><br> NOTE: Products are displayed in Siebel E-Commerce only if the type of the catalog is Buying. This task is a step in cProcess of Setting Up Siebel E-Commerce d on page 19 . Setting Up Price Lists for Siebel E-Com m erce Siebel E-Commerce can use price lists that are set up at several levels.<br><br> To find the price list for a customer:   It checks whether the user's account has a price list associated with it. If so, it is used. For information about associating a price list with an account, see the section about assigning price lists to users in Siebel Pricing Administration Guide .<br><br>   If there is no price list associated with the account, it checks whether there is a price list for the site. For information about setting a price list for a site, see cManaging Catalog Site Settings d on page 68 .   If there is also no price list for the site, it uses the Siebel default price list.<br><br> You must set up price lists so there is at least one of these price lists for every user of the Siebel E- Commerce site. Setting the Default Price List To set the default price list, you must change the price list row ID supplied as seed data in your Siebel application to the row ID of a price list that you have created. To set the default price list 1 In your Siebel employee application, navigate to Administration - Data, List of Values.<br><br> The List of Values view appears. 2 Query on the Type field for PRICER_MASTER_PRICE_LIST_ID. 3 In the PRICER_MASTER_PRICE_LIST_ID record, in the Display Value field, enter the row number of the default price list.<br><br> NOTE: You must update the existing PRICER_MASTER_PRICE_LIST_ID seed data row. Do not make the existing row inactive and then create a new one. 4 Click the Menu button, and then choose Clear Cache, to make the new price list take effect.<br><br> Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 2 1 Setting Up Configurator for Siebel E-Com m erce If you sell configurable products, you can create the Siebel Configurator user interface for your Siebel E-Commerce users. Siebel Configurator has a UI Option type called Self Service, which allows you to define a Siebel Configurator user interface for self-service users that is different from the interface for employee users. For more information, see the section on defining Siebel Configurator user interfaces in Siebel Product Administration Guide .<br><br> If you have not set up a Siebel Configurator UI of the self-service type, Siebel E-Commerce uses a default self-service option. It determines which UI interface to use as follows:   Siebel E-Commerce finds a default UI option to use. You can specify an employee UI option in faces-config-base.xml as the default UI option for Self Service.<br><br> If you do not change it, the default UI option is set to High Interactivity in faces-config-base.xml. At runtime, Siebel E- Commerce uses the default UI option in this xml file if one exists, or it uses the first available UI option if none is specified in this xml file.   Siebel E-Commerce maps the employee UI themes from the default UI option to self-service UI themes.<br><br> The mapping is also specified in faces-config-base.xml, and you can change the mapping rules if necessary. If multiple rules match the mapping, only the first one is applied. If no mapping rule is defined or applicable, Siebel E-Commerce the default UI themes, which are also specified in faces-config-base.xml, and which you can also change if necessary.<br><br> Controlling Whether Child Products Are Visible and Orderable A child product is either:   A product that is one product in a bundle product. For example, if the bundle product is Hawaii Getaway Vacation, its children products might be a round-trip airplane flight, three nights in a hotel, a rental car, and so on.   A product that is one component of a product with components.<br><br> For example, if the product with components is a computer, its children products might be a monitor, a DVD drive, a mouse, and so on. There are cases where you do not want customers to order the child product separately. For example, you might want customers to be able to order a computer mouse as part of an entire computer but not to be able to order just a mouse.<br><br> Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce 2 2 You can control whether the child product is visible as a separate product on the E-Commerce web site and whether it is orderable as a separate product on the E-Commerce web site, by using the Orderable flag for the product and by using the standard methods to control visibility of products in catalogs, as shown in Table 3 . To control w hether a child product is visible and orderable 1 Set the child product 9s Orderable flag: a Navigate to the Administration - Product, Products view. b In the Products list, select the child product.<br><br> c In the More Info form, select or deselect the Orderable checkbox. 2 Use standard methods to control the products visibility in the catalog. For information about controlling visibility of products in catalogs, see Siebel Order Management Guide .<br><br> In E-Commerce, the child product will have the visibility and orderability described in Table 3 . Creating Multilingual Siebel E-Com m erce Web Sites You can deploy Siebel E-Commerce in more than one language by creating multiple Web sites that display your Siebel E-Commerce store in multiple languages. Use the general site settings tab to:   Associate each site with the appropriate locales for the language that the site uses.<br><br>   Specify a default locale to be used if none of your sites support the locale identified in the user's browser. Table 3. Visibility and Orderability of Child Product I s Child Product 9s Orderable Flag Selected?<br><br> I s Child Product Visible in the Catalog? Behavior Y Y Child product is visible and orderable as a stand- alone product. It is also is visible and orderable as part of the bundle product or product with components.<br><br> Y N Child product is not visible and not orderable as a stand-alone product. It is visible and orderable as part of the bundle product or product with components. N N Child product is not visible and not orderable as a stand-alone product.<br><br> It is visible and orderable as part of the bundle product or product with components. Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 2 3 For information about these site settings, see cManaging General Site Settings d on page 67 . For general information about deploying Siebel applications in a multilingual environment, see Siebel Global Deployment Guide .<br><br> This task is a step in cProcess of Setting Up Siebel E-Commerce d on page 19 . Controlling User Access to the Siebel E-Com m erce Web Site You might want to perform some of the following tasks to control user access in your Siebel E- Commerce Web site:   Using external authentication, such as LDAP   Creating database users for LDAP to use in database access   Controlling access to the following:   Web pages (see cControlling Access to Web Pages d on page 23 )   Catalogs and products (see cControlling User Access to the Siebel E-Commerce Web Site d on page 23 )   Assigning the proxy employee   Creating users through registration or user administration   Associating users with accounts   Allowing the various levels of access:   Anonymous   Explicit login For information on controlling user access, see Siebel Security Guide . This task is a step in cProcess of Setting Up Siebel E-Commerce d on page 19 .<br><br> Controlling Access to Web Pages Responsibilities control which Web pages are visible to the user. Responsibilities also control what permissions are available to the logged-in user. For example, if a user has a responsibility that does not have access to the Order Status page, the user cannot see the Order Status menu item.<br><br> This access control mechanism is implemented using the industry-standard Java Authentication and Authorization Service (JAAS) standards. If the user has a responsibility that does not have permission to view the accounts assigned to him or her, that user will not see the account selection control in the order status search bin. The following responsibilities are predefined for Siebel E-Commerce:   Web Registered User.<br><br> The end user of the application in a business-to-consumer (B2C) model. Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce 2 4   Web Corporate User. The end user of the application in a business-to-business (B2B) model.<br><br> This responsibility is also the base responsibility for the web delegated customer administrator. Web corporate users are associated with an account and must be authorized by the web delegated customer administrator to access the site. A Siebel administrator can also add new web corporate users.<br><br> NOTE: There is no responsibility for anonymous users. Every page is accessible to anonymous user unless otherwise specified. Thus, if anonymous users cannot access a page, you must create the access control entry to indicate which responsibilities have access to the page.<br><br> The responsibility and user type for different job roles are shown in Table 4 . For information on setting up responsibilities, see Siebel Security Guide . Controlling Access to Catalogs and Products.<br><br> You can use Siebel E-Commerce application settings to control access to:   Catalogs. Catalogs can be associated with each site, and only the associated catalogs will be visible at this site.   Products.<br><br> You can control access to products by using price lists or eligibility rules:   Only the products in the price list used for the customer are visible to the customer. For information about which price list is used for a customer, see cSetting Up Price Lists for Siebel E-Commerce d on page 20 .   Product eligibility rules define which product a customer is eligible to buy.<br><br> For more information about creating product eligibility rules, see Siebel Product Administration Guide . NOTE: If a customer does not have access to any product in a category, that category is automatically hidden to that customer. Table 4.<br><br> Responsibilities and User Type Job Role Responsibilities User Type Web anonymous user None. Has access to all pages where access is not controlled by a responsibility. Anonymous Web registered user Web Registered User Web Registered User Web corporate user Web Corporate User Web Corporate User Web delegated customer administrator   Web Corporate User   Web Delegated Customer Administrator Web Delegated Customer Administrator Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 2 5 Setting Up the I m age Path for Siebel E-Com m erce You must specify the path of the directory where Siebel E-Commerce looks for images that it displays in catalog and configurator pages.<br><br> You do this by editing the properties file to specify the directory for each of these two types of image files. It is recommended that you use the same server and path for both types of images. NOTE: Siebel Business Applications require that Configurator images must be in a directory named images .<br><br> To set up the im age path for Siebel E-Com m erce 1 Use a text editor to edit the file SelfServiceConfiguration.properties in the directory s e l f s e r v i c e / Mo d e l / s r c / o r a c l e / a p p s / s s / b a s e / mo d e l / r e s o u r c e s / . 2 In this file, edit the following two lines:   I MAGE_ PAT H_ URL = h t t p : / / < s e r v e r n a me > / < p a t h > / i ma g e s /   CONFI G_ I MAGE_ PATH_ URL = h t t p : / / < s e r v e r n a me > / < p a t h > / Custom izing Shipping Charge Calculations for Siebel E- Com m erce Siebel E-Commerce calculates shipping charges when the quote is saved; this happens when user clicks Save or when the user reaches the Review and Submit page. The shipping charges are calculated using the Shipping Cost Service (eScript) business service.<br><br> If necessary, you can customize shipping charge calculations in Siebel Tools by modifying the scripts that make up the Shipping Cost Service (eScript) business service. For more information on Siebel eScripts, see Siebel Tools Online Help . This task is a step in cProcess of Setting Up Siebel E-Commerce d on page 19 .<br><br> To m odify shipping charge calculations 1 In Siebel Tools, lock the EAI Credit Card project. 2 Select the Business Service object. 3 Query for Ship* .<br><br> The Shipping Cost Service (eScript) business service appears. 4 Right-click Shipping Cost Service (eScript), and then choose Edit Server Scripts. The server script editor appears.<br><br> 5 Edit the scripts, and then close the edit window. 6 Compile the .srf file, selecting the Locked projects radio button. Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce 2 6 Setting Up a Content Managem ent System for Siebel E- Com m erce You can store product content such as images, audio clips, and video clips in a content management system (CMS), and display them in Siebel E-Commerce.<br><br> The content management system must use the WebDAV protocol, one of the industry-standard protocols used to manage files on remote World Wide Web servers. If the CMS is set up and products have content associated with them, this content can be viewed by customers in the Links list on the Product Details page. NOTE: This section describes how to set up a content management system.<br><br> You can also add content without using a content management system, by uploading a file directly in Literature screen. For more information, see the section about literature in Siebel Applications Administration Guide . This task is a step in cProcess of Setting Up Siebel E-Commerce d on page 19 .<br><br> To set up a content m anagem ent system for Siebel E-Com m erce 1 Set up a content management system, define its root location, and add product content. Note the URLs of the content you add. 2 In the Siebel Business Application, add the content to the Literature list: a Navigate to Administration - Document, Literature.<br><br> b Add a new record and complete the necessary fields. Some fields are described in the following table. 3 Enter values for the following read-only application settings:   CONTENT_MGMT_WEBDAV_URL.<br><br> The URL of the WebDav content management system used by Siebel E-Commerce.   CONTENT_MGMT_ADAPTER. The adaptor for the content management system.<br><br> Field Description Name Enter a name for the literature item. If nothing is entered in the Description field, this name is displayed to the customer in Siebel E-Commerce. Description Enter a description of the literature item to be displayed to the customer in Siebel E-Commerce.<br><br> File Name Specify the path and name of the file containing this literature item. The path should be relative to the URL of the Content Management System that you entered in Step 1 . Literature Type Select the literature type.<br><br> Internal Deselect this checkbox. Product Select the product that this literature item is associated with. Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 2 7   CONTENT_MGMT_PASSWORD.<br><br> The password passed to the content management system.   CONTENT_MGMT_USERNAME. The user name passed to the content management system.<br><br> For more information, see cManaging Read-Only Application Settings d on page 65 . Custom izing Em ail Notifications for Siebel E-Com m erce Siebel E-Commerce sends an email notification to a user when the status of that user 9s order is changed to Confirmed or Shipped. Notifications of other events are also sent, for example, when the orders of B2B customers are approved or rejected.<br><br> This task is a step in cProcess of Setting Up Siebel E-Commerce d on page 19 . To customize notifications for Siebel E-Commerce, perform the following tasks:   cSetting Up Communications Driver Profiles d on page 27 .   cModifying Email Workflows d on page 27 .<br><br>   cModifying Email Templates d on page 27 . For information on creating notifications, see Siebel Communications Server Administration Guide and Siebel Applications Administration Guide . Setting Up Com m unications Driver Profiles Communications drivers send messages.<br><br> They are accessed using communications driver profiles, which set parameters that can override those of the driver. Communications drivers are part of the Siebel E-Commerce application. Profiles are created in the Communications Drivers and Profiles view under the Communications Administration screen.<br><br> For information about setting up communications driver profiles, see Siebel Communications Server Administration Guide . Modifying Em ail Workflow s Workflows control notifications in Siebel E-Commerce. You can modify existing workflows and create new ones.<br><br> For more information about Siebel E-Commerce workflows for email notifications, see cSiebel Self-Service Applications Registration and Notification Workflows d on page 135 . For more information about defining rules to enable automatic email notification, see Siebel Business Process Framework: Workflow Guide . Modifying Em ail Tem plates Templates provide the content for automated messages, such as confirmations of orders being placed and shipped.<br><br> Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce 2 8 To m odify an em ail tem plate 1 In your Siebel employee application, navigate to Administration - Communications, All Templates. The Templates view appears. 2 Select a template 4for example, Order Confirmation.<br><br> 3 Make modifications to the template record 9s Text field. You can also copy and paste available substitutions, such as [Street Address]. 4 Click the Template Items tab to attach preformatted files to the template content, such as a standard header or footer.<br><br> I ntegrating Siebel E-Com m erce w ith CyberSource to Allow Credit Card Paym ents To enable Siebel E-Commerce to accept credit card payments, you must integrate it with CyberSource Internet Commerce Suite. You integrate Siebel E-Commerce with CyberSource in the same way that you integrate Siebel eSales with CyberSource. For more information, see the section about CyberSource integration in Siebel eSales Administration Guide .<br><br> Setting Up Hot Offers for Siebel E-Com m erce The Hot Offers panel of Siebel E-Commerce recommends products to customers. If you have enabled this functionality, this panel appears whenever the customer is browsing products. Oracle Real-Time Decisions for Siebel E-Commerce (Oracle RTD) determines which offers are displayed in the Hot Offers panel, combining both rules and predictive analytics to provide recommendations to customers.<br><br> Oracle RTD determines which offers are displayed in this panel based on:   Past Behavior. Oracle RTD uses the Customer Id of the current customer to look up more information about the customer. It prioritizes its recommendations based not only on the customer 9s own behavior, but also on behavior of other customers with similar profiles.<br><br> For example, if this customer is in a particular state or region, and many customers in this state or region are buying a given product, then the Hot Offers panel is more likely to display that product as a recommendation for this customer. This feature does not apply to anonymous users, since Oracle RTD does not have the needed information about them.   Current Behavior.<br><br> Oracle RTD tracks the current behavior in a session for all application users, whether they are customers or anonymous users. Oracle RTD uses the current selections that the user is making at the site to help set the priority of recommendations. As the user browses products, Oracle RTD gives higher priority to hot offers that include products and categories that the user has browsed during the current visit.<br><br> Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 2 9   Product Categories and Hierarchy. The deploying company can group the hot offers into categories. Oracle RTD can use these categories to relate the offers to the products browsed, and to any product hierarchy to which these products belong.<br><br> For example, you can group your electronic products together, so that Oracle RTD will display lists of electronic products in the Hot Offers panel, rather than displaying unrelated products, such as bicycles, in the same list with electronic products. You group hot offers into categories using choice groups, as described in the Oracle RTD Applications documentation. NOTE: The Hot Offers panel currently supports only English (ENU).<br><br> Overview of I nstallation and Setup of Hot Offers To install and set up Hot Offers, you must do the following:   I nstall the Oracle RTD Platform . For more information, see the Oracle RTD Platform documentation.   I nstall the Oracle RTD for Siebel E-Com m erce application.<br><br> For more information, see the Oracle RTD Applications documentation.   Perform the follow ing setup tasks:   cSetting Parameters in the Properties File d on page 29   cCreating Promotions in the Siebel Business Application d on page 30   cExposing Integration Points (Optional) d on page 31   cCreating Eligibility Rules (Optional) d on page 31   cSetting Up Other Configurations (Optional) d on page 31   cMaking Any Needed Changes in the Oracle RTD Inline Service (Optional) d on page 32 Setting Param eters in the Properties File To enable the Hot Offers panel and to point to the RTD server, you must set parameters in a properties file. To set param eters for hot offers 1 With a text editor, edit the file s r c \ o r a c l e \ a p p s \ s s \ b a s e \ mo d e l \ r e s o u r c e s \ Se l f Se r v i c e Co n f i g u r a t i o n .<br><br> p r o p e r t i e s Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce 3 0 2 Set the values of the property parameters described in the following table: Creating Prom otions in the Siebel Business Application A hot offer is a promotion that you create in your Siebel Business Application. When the user clicks the Find Out More link for the Hot Offer, the Promotions Details page for that promotion appears. As the first step in setting up Hot Offers, you must create the promotions that you want to appear as hot offers.<br><br> For more information about creating promotions in Siebel Business Applications, see Siebel Pricing Administration Guide . Param eter Description ENABLE_RTD A Boolean value specifying whether the Hot Offers panel is enabled or disabled. HTTP1.type The type of the named endpoint.<br><br> Only HTTP is supported at this time. An endpoint is an association between a binding and a network address, specified by a URL, that may be used to communicate with an instance of a service. In this case, the endpoint specifies the RTD host and port through the http protocol.<br><br> HTTP1.url A URL specifying the HTTP host and the port of the server's HTTP endpoint. The default endpoint is http://localhost:8080. appsCacheDirectory A file URL identifying a writable directory into which the client component may save the configuration information that it gets from the server.<br><br> If this property is set, the directory must already exist. timeout Timeout interval, in milliseconds, of the original attempt to contact the RTD server during the client (E-Commerce) component 9s initialization. After connecting to the RTD server, requests sent by the client uses the RTD server 9s timeout interval, which is configured through the Oracle RTD JMX MBean property, IntegrationPointGuaranteedRequestTimeout.<br><br> RTD_ITEMS_PER_BIN The number of offers displayed in the Hot Offers panel. RTD_INLINE_SERVICE_NAME The name of the inline service that this E-Commerce application connects to get hot offers. UseEndpointsInOrder A comma-separated list of endpoint names, indicating the order in which the endpoints are tried when establishing an initial connection to the server cluster during the Smart Client's initialization.<br><br> Setting Up Siebel E-Com m erce   Process of Setting Up Siebel E-Commerce Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 3 1 Exposing I ntegration Points (Optional) Without configuration, the following integration points are exposed and called by the self-service application:   Informants   Initial Context   Update Customer Profile   Presented Offers   Offer Clicked   Close Session   Advisor   Get Promotions The deploying company can extend these integration points if required or add new integration points. If new integration points are added, the code would need to be modified to call the new integration point. This task is not required.<br><br> The deploying company could just use the integration points provided with the product. Creating Eligibility Rules (Optional) Hot Offers are only displayed to customers who are eligible to buy them. For example, some offers may only be available to B2B customers and not to B2C customers, or some offers may be available only to premium customers.<br><br> You can create two types of eligibility rules for Hot Offers:   Siebel Eligibility Rules. These rules are recommended because they are simpler to create. Before being displayed to a given customer, the list of Hot Offers is run through the Siebel eligibility filter, and if the customer is not eligible to buy an offer, that offer is not displayed.<br><br> Eligibility rules that you have already created in your Siebel Business Application also apply to Hot Offers. For information on creating eligibility rules in Siebel Business Applications, see Siebel Product Administration Guide .   Oracle RTD Eligibility Rules.<br><br> These rules can be used in cases when you want more complex and powerful rules. Oracle RTD eligibility rules change the priority score that determines whether a Hot Offer is displayed, while Siebel eligibility rules absolutely prevent a Hot Offer from being displayed to any user who is not eligible. For information on creating Oracle RTD eligibility rules, see the Oracle RTD Platform documentation.<br><br> Setting Up Other Configurations (Optional) Other configurations of Oracle RTD that are useful for Siebel E-Commerce are described in the Oracle RTD Applications documentation. To see whether any of these configurations applies to your business model, see the Oracle RTD Applications documentation. Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Setting Up Siebel E-Com m erce   Tasks for Configuring the Contact Us Features 3 2 Making Any Needed Changes in the Oracle RTD I nline Service (Optional) You may want to make additional changes to the Oracle RTD for Siebel E-Commerce Inline Service, such as changing the promotion groupings or mapping additional customer attributes.<br><br> For information about modifying the Inline Service, see the Oracle RTD Applications documentation. Tasks for Configuring the Contact Us Features The following topics describe the setup tasks for the features that allow users to contact the deploying company through the Siebel Self-Service Applications:   cSpecifying the Recipient Email Address d on page 32   cSpecifying the Email Subject Format d on page 33   cSetting Up Chat for Siebel E-Commerce d on page 34   Setting up automatic email response by doing one of the following:   cSetting Up Siebel Email Response d on page 35   cSetting Up Contact Center Anywhere Email Response d on page 36 Specifying the Recipient Em ail Address To specify the email address to which your Siebel Self-Service Applications send emails that are directed by users to your company on the Web, follow this procedure. This task is part of cTasks for Configuring the Contact Us Features d on page 32 .<br><br> To specify the recipient em ail address 1 Confirm that the default SMTP profile has been set. For more information about the SMTP profile, see the email chapter in Siebel Communications Server Administration Guide . 2 Set the target email address by performing the following steps: a Navigate to the following directory: < Or a c l e _ AS_ HOME> / j 2 e e / h o me / a p p l i c a t i o n s / < Se l f Se r v i c e _ c o n t e x t > / Vi e wAr c h i v e / WEB- I NF / c l a s s e s / o r a c l e / a p p s / s s / b a s e / mo d e l / r e s o u r c e s / Where < Oracle_AS_HOME> is the location where the Oracle Application server is installed, and /< SelfService_context> is Siebel Self-Service Applications context.<br><br> For example: / u 0 1 / Or a c l e AS1 0 1 3 / j 2 e e / h o me / a p p l i c a t i o n s / Se l f Se r v i c e / Vi e wAr c h i v e / WEB- I NF/ c l a s s e s / o r a c l e / a p p s / s s / b a s e / mo d e l / r e s o u r c e s / b In a text editor, open the SelfServiceConfiguration.properties file. Setting Up Siebel E-Com m erce   Tasks for Configuring the Contact Us Features Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 3 3 c Set the SERVI CE_ EMAI L _ ADDRESS property. For more information about this setting, navigate to the read-only Application settings and see the description of the setting.<br><br> d Save and close the SelfServiceConfiguration.properties file. Specifying the Em ail Subject Form at To specify the Subject line format of emails that are directed by users to your company through your Siebel Self-Service Applications, follow this procedure. This task is part of cTasks for Configuring the Contact Us Features d on page 32 .<br><br> To specify the em ail subject form at 1 Navigate to the following directory: < Or a c l e _ AS_ HOME> / j 2 e e / h o me / a p p l i c a t i o n s / < Se l f Se r v i c e _ c o n t e x t > / Vi e wAr c h i v e / WEB- I NF / c l a s s e s / o r a c l e / a p p s / s s / b a s e / mo d e l / r e s o u r c e s / Where < Oracle_AS_HOME> is the directory in which your Oracle application server is installed, and /< SelfService_context> is the Siebel Self-Service Applications context. For example, / u 0 1 / Or a c l e AS1 0 1 3 / j 2 e e / h o me / a p p l i c a t i o n s / Se l f Se r v i c e / Vi e wAr c h i v e / WEB- I NF / c l a s s e s / o r a c l e / a p p s / s s / b a s e / mo d e l / r e s o u r c e s / 2 In a text editor, open the SelfServiceConfiguration.properties file. 3 Set the EMAIL_SUBJECT_FORMAT property to one of the following values: NPS NSP PNS PSN SNP SPN Where the characters stand for the settings listed in the following table: The default value is SNP.<br><br> This gives emails sent through Siebel Self-Service Applications a subject in this format: Character Stands For S Actual Subject entered in the email form N FullName entered in the email form P PhoneNumber entered in the email form Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 Setting Up Siebel E-Com m erce   Tasks for Configuring the Contact Us Features 3 4 < s u b j e c t e n t e r e d > - < n a me e n t e r e d > - < p h o n e n u mb e r e n t e r e d > For example, p r i n t e r i s s u e - j o h n s mi t h - 1 2 3 4 5 6 7 8 9 0 4 Save and close the SelfServiceConfiguration.properties file. Setting Up Chat for Siebel E-Com m erce To set up Siebel Chat to work with your Siebel Self-Service Applications, you must complete the Siebel Chat setup tasks in Siebel Business Applications. The most essential tasks for connecting it to your Siebel Self-Service Applications are listed in this topic.<br><br> Additionally, you must connect to the Siebel Chat instance from Siebel Self-Service Applications. This task is part of cTasks for Configuring the Contact Us Features d on page 32 . To set up Chat for Siebel E-Com m erce 1 Follow the Siebel Chat setup procedures in Siebel Business Applications.<br><br> The most essential setup tasks for Siebel Self-Service Applications are as follows:   Setting Up Chat Communications Configuration Configure your Oracle Contact Center Anywhere driver, add agents to the Chat communications configuration, configure Chat routing. Create a profile and add profile parameters for your Chat communications configuration.   Setting Up Chat Parameters and Routing Configure the routing of Siebel Chat data, including a default language, default project, organization, route key, and route value.<br><br>   Setting Up Chat System Preferences Define the system preferences for Siebel Chat, including a default company alias. For more information about chat setup procedures, see the chapter on installing Siebel Chat in Siebel Chat Guide . 2 Modify your Siebel Self-Service Applications configuration parameters to connect with Siebel Chat by performing the following steps: a Navigate to the following directory: < Or a c l e _ AS_ HOME> / j 2 e e / h o me / a p p l i c a t i o n s / < Se l f Se r v i c e _ c o n t e x t > / Vi e wAr c h i v e / WEB- I NF / c l a s s e s / o r a c l e / a p p s / s s / b a s e / mo d e l / r e s o u r c e s / Where < Oracle_AS_HOME> is the location where the Oracle Application server is installed, and /< SelfService_context> is Siebel Self-Service Applications context.<br><br> For example, / u 0 1 / Or a c l e AS1 0 1 3 / j 2 e e / h o me / a p p l i c a t i o n s / Se l f Se r v i c e / Vi e wAr c h i v e / WEB- I NF/ c l a s s e s / o r a c l e / a p p s / s s / b a s e / mo d e l / r e s o u r c e s / b In a text editor, open the SelfServiceConfiguration.properties file. Setting Up Siebel E-Com m erce   Tasks for Configuring the Contact Us Features Siebel E-Com m erce Adm inist rat ion Guide Version 8.1 3 5 c To enable chat in your Siebel Self-Service Applications, set the ENABLE_CHAT property to Y. For more information about this setting, see cEnabling or Disabling Application-Specific Features d on page 45 .<br><br> d Set the CHAT_URL property to a URL pointing to a valid Oracle Contact Center Anywhere installation. For more information about this setting, navigate to the read-only Application settings and see the description of the setting. e Save and close the SelfServiceConfiguration.properties file.<br><br> Setting Up Siebel Em ail Response To help manage and respond to high volumes of incoming email that might result from deploying a Siebel Self-Service Applications Web site, Oracle 9s Siebel Email Response works with Siebel Self- Service Applications to automatically reply to various user communications with tailored standard responses. Siebel Self-Service Applications will automatically notify users through standard emails when certain events occur. Your Siebel Self-Service Applications supports the following notifications:   Business-to-consum er w elcom e notification.<br><br> The application sends a user this email when she registers for an individual account.   Business-to-business prim ary w elcom e notification. The application sends a user this email when she registers as the primary user for an organization account.<br><br>   Business-to-business secondary w elco

less