Get in Touch
 Duration 14 hours

Course Outline

Introduction to Oracle Siebel CRM

  • Definition of customer relationship management
  • Strategic significance of CRM for government operations
  • Core capabilities and advantages
  • Siebel CRM functional modules
  • Interface navigation and user interaction
  • Establishing user accounts and access roles

Configuring Siebel Applications

  • Summary of Siebel administrative tools
  • Fundamental configuration procedures
  • Development and administration of data models
  • Setup of business components and objects
  • Regulation of system-wide preferences
  • Development and administration of business workflows
  • Automation of CRM operational processes
  • Modification of the user interface
  • Tailoring user interactions and experiences

Managing Customer Data

  • Validation of data integrity and completeness
  • Data cleansing methodologies
  • Data ingestion and extraction procedures
  • Identification and administration of customer segments
  • Utilization of segmentation for targeted outreach
  • Contact and account record administration
  • Initiation and tracking of service requests
  • Resolution of customer cases and inquiries

Advanced Features and Optimization

  • Oversight of sales pipelines and opportunities
  • Forecasting and quota administration
  • Design and execution of marketing initiatives
  • Lead acquisition and development strategies
  • Administration of customer support and service operations
  • Establishment of service level agreements (SLAs)
  • Integration of Siebel CRM with ERP and external systems
  • Assurance of consistent data exchange across platforms
  • Mobile device utilization of Siebel CRM
  • Mobile application setup and operational use

Reporting and Best Practices

  • Generation and customization of analytical reports
  • Application of dashboards and visual data representations
  • Key performance indicators relevant to CRM
  • Surveillance and assessment of operational metrics
  • Protection of data security within the CRM environment
  • Adherence to regulatory standards and compliance requirements
  • Adoption of best practices for CRM administration
  • Identification and resolution of common technical issues
  • Utilization of Oracle support resources

Summary and Next Steps

Requirements

  • Foundational understanding of CRM principles
  • Familiarity with Oracle application ecosystems

Target Audience

  • CRM managers
  • Business analysts
  • System administrators

Number of participants


Price per participant

Testimonials (5)

Upcoming Courses

Related Categories