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Course Outline

Overview of Oracle Siebel CRM

  • Definition of customer relationship management
  • Strategic value of CRM for public sector entities
  • Core capabilities and operational benefits
  • Siebel CRM application modules
  • Interface navigation guidelines
  • User and role provisioning

Configuration of Siebel Applications

  • Overview of Siebel development tools
  • Fundamental configuration procedures
  • Data model creation and administration
  • Configuration of business components and objects
  • Application parameter setup
  • System preference management
  • Workflow creation and administration
  • Automation of CRM processes for government workflows
  • User interface customization
  • Personalization of user interfaces

Customer Data Management

  • Ensuring data integrity and completeness
  • Data quality assurance techniques
  • Data import and export protocols
  • Definition and management of constituent segments
  • Application of segmentation for targeted engagement
  • Contact and account administration
  • Service request creation and tracking
  • Resolution of constituent cases and issues

Advanced Functionality and Optimization

  • Management of sales pipelines and opportunities
  • Forecasting and quota administration
  • Creation and management of outreach campaigns
  • Lead generation and development strategies
  • Management of constituent support and service operations
  • Configuration of service level agreements (SLAs) for government services
  • Integration of Siebel CRM with Enterprise Resource Planning (ERP) systems
  • Establishment of seamless data interoperability
  • Deployment of Siebel CRM on mobile platforms
  • Mobile application configuration and usage guidelines

Reporting and Compliance Best Practices

  • Report generation and customization
  • Utilization of dashboards and data visualization
  • Key performance indicators for CRM operations
  • Monitoring and analysis of operational metrics
  • Data security protocols within CRM systems
  • Adherence to industry standards and regulatory requirements
  • Implementation of operational best practices for government CRM
  • Resolution of common technical issues
  • Access to Oracle support resources

Summary and Subsequent Actions

Requirements

  • Foundational knowledge of Customer Relationship Management principles
  • Working familiarity with Oracle software solutions for government

Intended Audience

  • CRM program managers
  • Business analysts
  • System administrators
 14 Hours

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