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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
Testimonials (5)
The flow and build up to each topic.
Jainoodien Salie - Vodacom
Course - Oracle Siebel
I enjoyed the hands-on exercises
Samson Makelani - Vodacom
Course - Oracle Siebel
the trainers knowledge as he was able to answer our questions easily and direct us accordingly
Glennita van Rooyen - Vodacom
Course - Oracle Siebel
Added infdormation which the training provideed to gove more glarity to the theory
Jonathan Africa - Vodacom
Course - Oracle Siebel
It was good overall.