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Sizing Questionnair e for

Siebel eBusiness Applications


CUSTOM SIZING
Table of Contents

INTRODUCTION.....................................................................................................................................................................3
i. What is a Sizing?.............................................................................................................................................................3
ii. Instructions for Completing this Questionnaire..........................................................................................................4
iii. Who Can Request a Siebel Sizing..............................................................................................................................4
iv. Levels of Siebel Sizing ...................................................................................................................................................4
Quick Sizer.........................................................................................................................................................................4
Custom Sizing.....................................................................................................................................................................4
v. Where to return the completed Questionnaire............................................................................................................5
vii. Sizing Defaults and Assumptions................................................................................................................................5
viii. Supported Platforms..................................................................................................................................................5
CUSTOM SIZING (CS)...........................................................................................................................................................6
CS-1.0 Sizing Questionnaire General Information ...........................................................................................................6
CS-2.0 Contact Information ..............................................................................................................................................6
CS-2.1 Customer Information .........................................................................................................................................6
CS-2.2 Questionnaire Contact Information ....................................................................................................................6
CS-2.3 Information ......................................................................................................................................................6
CS-2.4 Recipient of Completed Sizing Results .............................................................................................................7
CS-2.5 Siebel Information .............................................................................................................................................7
CS-3.0 System Configuration .............................................................................................................................................7
CS-3.1 Siebel Servers......................................................................................................................................................7
CS-3.2 Server Topology...................................................................................................................................................8
CS-3.2 Database Server...................................................................................................................................................8
CS-3.3 Application Server...............................................................................................................................................8
CS-3.4 Web Server...........................................................................................................................................................8
CS-3.5 Remote Server (for Mobile Clients)....................................................................................................................8
CS-4.0 Application and User Profile ...............................................................................................................................10
CS-4.1 Siebel eBusiness Application Version...............................................................................................................10
CS-4.2 Siebel eBusiness Application Suite...................................................................................................................10
CS-4.3 Web Client Think Time......................................................................................................................................10
CS-4.4 Employee (Internal) Application User Profile...................................................................................................10
CS-4.5 Customer & Partner (External) Application User Profile..................................................................................11
CS-4.6 Other Siebel Application User Profile ..............................................................................................................11
CS-5.0 Application Options (Optional).............................................................................................................................11
CS-6.0 Application Customization (Optional).................................................................................................................12
CS-7.0 Siebel File System (Optional)................................................................................................................................13
CS-9.0 Database Disk Requirements (Optional)..............................................................................................................13
APPENDIX A. Definitions.....................................................................................................................................................15
AA-1.0 Clients Types ....................................................................................................................................................15
AA-2.0 Definition of Types of Siebel Users & User Transaction Profiles ...................................................................15
AA-3.0 Siebel Application Categories ..........................................................................................................................16
AA-4.0 Average Web Client Think Time.......................................................................................................................17
AA-5.0 Application Options and Customization ..........................................................................................................17
AA-7.0 Siebel Servers...................................................................................................................................................18
AA-8.0 Siebel Integration..............................................................................................................................................18
APPENDIX B. Sample Siebel eBusiness Application Topologies........................................................................................20
Siebel 8 CRM Architecture...............................................................................................................................................20
APPENDIX C. Sample Siebel Call Center Business Scenarios and Transactions ............................................................21
Siebel Sizing Questionnaire Page 2
INTRODUCTION
Thank you for requesting a sizing estimate for your Siebel eBusiness Applications. The information
you provide in this document will allow to develop a sizing recommendation which describes the
server resources required to support your planned EBS installation.

’s Siebel Sizing Tool, Sizing Questionnaire, sizing metrics, and sizing methodology are continually reviewed to
provide the best possible estimate of the hardware resources required to support Siebel eBusiness
Applications. Guidelines for sizing metrics are derived from scalability tests, benchmarks, and sizing tests
performed worldwide at: the International Competency Center in San Mateo, California; the Web Server
Solutions Development Lab in Beaverton, Oregon; the Silicon Valley Lab in San Jose, California; the Toronto
Lab in Canada; the Raleigh Lab in North Carolina; the Performance, Scalability and Solutions Center in
Montpellier, France; the Lab in Hursley, England; the Poughkeepsie Lab in New York; and Siebel Systems in
San Mateo, California. In addition, extensive consulting experience with production Oracle customers is
applied to the sizing recommendations.
It is recommended that several resources be used to complete this questionnaire (your
organization’s business experts, consultants, ISV representatives, etc.) to obtain valid inputs.

i. What is a Sizing?

A sizing is an approximation of the hardware resources required to support a specific software


implementation. The purpose of this questionnaire is to collect information to estimate the
hardware requirements for the implementation of Siebel eBusiness Applications on System z™,
POWER®, System x™ or heterogeneous environments.

It is important to understand that “sizing” the hardware for each customer’s Siebel eBusiness
Applications and Oracle Business Intelligence Enterprise Edition applications implementation is an
iterative process, which may be refined and repeated a number of times. If you are in the early
stages of planning, you will probably have limited information about your planned environment. In
this case, we can complete the sizing estimate with general information about your Siebel
eBusiness Applications users. When you are further along in your implementation planning, you
will know more about Siebel eBusiness Applications, the modules you plan to use, the number of
users and your potential transaction activity. At that time, you may request another sizing
estimate based on more detailed information. In any case, after receiving the results of a sizing
estimate, you may choose to revise your input and request a re-sizing. At the Solutions Sizing
Center, we will be happy to work with you throughout this process.

This questionnaire, when completed, will return to you a sizing estimation including a workload
from a provider other than . is not responsible for the accuracy of the data contained in such a
workload. Any reliance by you on the third party workload is at your sole risk and will not create
any liability or obligation for . If you have any questions or are unsatisfied with the third party
workload information, you should contact the third party provider.

The system resources quoted to you in any sizing related communications are sufficient only for
the workload(s) estimated. Other factors may require additional resources (e.g. additional non-
estimated workloads, minimum configurations for RAID, allowance for growth, workspace, etc).

The information provided to you in any sizing related communications are provided by
International Business Machines Corporation () as a service to you and may be used for
informational purposes only. Use of any sizing related communications is restricted to the purpose
of helping you predict a possible Server model processor, memory and disk resources for a given
workload. All representations of processor utilization, throughput, response time, memory, disk,
and other performance data in the sizing communications are estimates and averages based on
certain assumptions and conditions. No representation is made that these throughputs and their
corresponding response times or other performance data will be accurate or achieved in any given
Server installation environment. They are based on specific configurations and run time
environments. Customer results will vary. Any configuration recommended by the sizing
information communicated should be tested and verified. By accepting this information or using

Siebel Sizing Questionnaire Page 3


the sizing details you agree to the terms and conditions contained herein. If you do not agree with
such terms and conditions, please do not review or use the provided materials and return the
materials to .

ii. Instructions for Completing this Questionnaire

In general, hardware sizing for Siebel eBusiness Applications are user-based, and you will be asked
to specify numbers of users of the various Siebel eBusiness Applications modules. In addition, you
will be asked for information about your batch workload, hardware environment, implementation
schedule, etc. It will not be necessary for you to complete all sections of the questionnaire.
Before you begin to complete the questionnaire, read all of the instructions in this section. A
summary of the steps to complete the questionnaire is listed below. Additional information is
described on the following pages.

Once you have completed the questionnaire, return it to the Sizing Center or Specialist
responsible for your geography.

iii. Who Can Request a Siebel Sizing


Anyone from , Oracle, an Business Partner, or an Oracle Business Partner involved in the marketing and sale
of Oracle applications on servers can request a sizing from Techline.

iv. Levels of Siebel Sizing

Please note: This questionnaire is for new customers of Siebel eBusiness Applications. If you are
an installed customer of these Oracle applications and want to have an upgrade sizing.

Oracle sizing questionnaires are updated frequently; make sure you have the most correct sizing
questionnaire and most recent version, which can be obtained from your Representative or by
visiting the Solutions Sizing website.

now offers four levels of sizing designed to start at a high level and progress towards a more
detailed sizing to meet customer needs at various phases of the project sales cycle. Each sizing
level, listed below, requires an increasing amount of information as input and delivers greater
overall accuracy. The first level (Quick Sizer) is the easiest but least accurate, and the fourth level
(Custom Sizing), requires the most input and is more precise.

Quick Sizer
The Quick Sizer is a document which provides a “ball park” sizing estimate for use in the
early stages of a Siebel opportunity. It provides a rough, very high level sizing information
for “out-of-the-box” Siebel eBusiness Applications.

Custom Sizing
Custom Sizing provides the most accurate level of sizing and is used to obtain sizing
information for a specific customer opportunity when more information is known about how
a customer plans to implement their Siebel Cross-Industry Applications (horizontal), Siebel
Industry Applications (vertical), or Siebel Professional Edition Applications (Mid-Market). A
custom sizing can factor in specific customer requirements, such as:
• Application Options (SmartScripts, eConfigurator, Reports, eAI, CTI, etc.)
• Customization (eScripting, Audit, Workflow, Assignment Manager, Encryption, etc.)
• High Availability
• Target Utilization Rates of Servers
The completed Sizing Questionnaire is sent to Techline in the appropriate geographical
location, and a Sizing Report is returned to the requestor.

Siebel Sizing Questionnaire Page 4


v. Where to return the completed Questionnaire

Please send the completed sizing questionnaire to your representative or to the contacts listed in
the table, below.

vii. Sizing Defaults and Assumptions


The objective of the sizing methodology is to estimate the hardware resources required to support the
customer’s peak hour of online business processing during the busiest processing season. All of the
defaults listed below will be applied to a Fast Path Sizing, but defaults may be changed in a
Custom Sizing.

 Sizing will be done for “out-of-the-box” Siebel Cross-Industry Applications (horizontal), Siebel
Industry Applications (vertical), or Siebel Professional Edition (mid-market), assuming no
customization or modifications.
 The sizing will estimate the hardware resources required to support the customer’s peak hour of
online business processing during the busiest processing season.
 Processors will be sized at 50% utilization or less during the peak online processing period for
System x™ (Windows/Linux), 65% for POWER® (AIX/Linux), and at 85% utilization for System z™
(z/OS or zLinux) on dedicated processors.
 The sizing is done for the customer’s fully implemented production system.
 The Database Server will be sized with database connection pooling disabled.
 Data sharing will not be used when the Database Server is on System z™(z/OS or zLinux).
 The number of Siebel server processes executing during the peak online period is 20.
 The default web client think time between Siebel operations is 30 seconds for Call Center,
PRM/eChannel, and 60 seconds for ERM.
 High availability is not a requirement.
 25% of the web client transactions will use Siebel Workflow, 25% will use Siebel eAI, 12.5% of online
users will use Siebel Assignment Manager, and 12.5% will use Siebel Communication Server.
 There is an average of 3 criteria per Assignment Manager rule.
 The system is tuned.
 Unicode will not be used.
 EIM will not be sized due to the large variability between customer workloads.

viii. Supported Platforms


Please obtain the most current list of supported platforms for Oracle applications at http://www.oracle.com.

Siebel Sizing Questionnaire Page 5


Siebel Sizing Questionnaire
CUSTOM SIZING
CUSTOM SIZING (CS)
CS-1.0 Sizing Questionnaire General Information
Date Questionnaire Submitted      
Date Sizing Results Required      
Planned Hardware Install Date      
Planned Pilot Date      
Planned Production Date      
Sizing for Environment Production (Default)
(choose one) Q/A
Test
Development
Training
Other
Brief Project Description      
List any previous sizings done by ,      
Oracle, or any other company for this
opportunity.

CS-2.0 Contact Information


It is often necessary during the sizing of a system to contact the customer, , Oracle, Systems Integrator, or
Business Partner for further information. If the following details are not completed, the sizing process may be
delayed.

CS-2.1 Customer Information

Company Name      


Company Address      
Street, City, State, Province, Country
Industry      
Customer Contact Name      
Title/Responsibility      
Phone      
eMail      

CS-2.2 Questionnaire Contact Information

Person Completing Questionnaire      


Company      
Title/Responsibility      
Phone      
eMail      

CS-2.3 Information

Contacts Name Phone eMail


Client Rep                  
Product Specialist                  
CRM Specialist                  
Customer Number      

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Opportunity Number      

CS-2.4 Recipient of Completed Sizing Results

Send Sizing Results To      


Company      
Title/Responsibility      
Phone      
eMail      

CS-2.5 Siebel Information

Siebel Contacts Name Phone eMail


Siebel Technical Account                  
Manager (TAM)
Siebel Sales Rep                  
Siebel Expert Services                  
Other Siebel Contact                  

CS-3.0 System Configuration


Refer to Oracle’s web site for a current list of supported hardware, software, database, and network
environments and minimum requirements.

CS-3.1 Siebel Servers


Select one operating system and one relational DBMS for the Siebel Database (OLTP) Server, one operating
system for the application server, and one operating system for the Web Server.

Database (OLTP) Server Operating + DBMS


System
Windows 2003 Standard Edition (Siebel  DB2 UDB Version 8, v9.1 (Siebel
7.7+) + 7.8+)
Windows 2003 Enterprise Edition (Siebel  Microsoft SQL Server
7.7+)  Oracle
Windows 2003 Datacenter Edition (Siebel
7.7+)
Linux on System x™
AIX Version 5.3 (Siebel 7.7+)  DB2 UDB Version 8, v9.1 (Siebel
Linux on POWER® (Siebel 7.7+ for DB2) + 7.8+)
 Oracle
z/OS + DB2 z/OS Version 8 (Siebel
7.8.2+)
DB2 z/OS Version 9 (Siebel
8.0+)
Linux on System z™ (Siebel 7.7+) + Oracle

Application Server Operating System


Linux on System x™
Windows 2003 Standard Edition (Siebel 7.7+)
Windows 2003 Enterprise Edition (Siebel 7.7+)
Windows 2003 Datacenter Edition (Siebel
7.7+)
AIX Version 5.2 (Siebel 7.5.3+)
AIX Version 5.3 (Siebel 7.8+)

Web Server Operating System

Siebel Sizing Questionnaire Page 7


Linux on System x™
Windows 2003 Standard Edition (Siebel 7.7+)
Windows 2003 Enterprise Edition (Siebel 7.7+)
Windows 2003 Datacenter Edition (Siebel
7.7+)
AIX Version 5.2 (Siebel 7.5.3+)
AIX Version 5.3 (Siebel 7.8+)

CS-3.2 Server Topology

 Separate Servers or Logical Partitions (LPAR) for Siebel Servers (Default)


“All-in-One” – All Siebel Servers in single physical server and single Operating
System
(Note: “All-in-One” topology is available on System x™ and POWER®)

CS-3.2 Database Server

Database Server capacity during peak hour


50% = Default for System x™ ______ % (Enter 0% - 100%)
65% = Default for POWER®
85% = Default for System z™
Batch Server Workload – percentage of total User 0% 30% 70%
Interface workload during peak online hour 10% 40% 80%
20% 50% 90%
25% (Default) 60% 100%
High availability required  No (Default) Yes
Hours of Operation 8:00 a.m. – 5:00 p.m. (Default)
24 x 7
Other
Will Unicode be implemented? No (Default) Yes
Number of concurrent Siebel Server processes 20 (Default is 20)
executing during peak online processing hour.
Will Siebel Database Connection Pooling be used? No Connection Pooling (Default)
Yes Connection Pooling Connection Pooling
(Assumes 3 Application Threads to 1 Database
Agent)
Will Data Sharing be implemented on System No (Default) Yes
z™?
Will the System z™Database Server be logically No Yes (Default)
partitioned? (LPARs)
Comments      

CS-3.3 Application Server

Application Server capacity during peak hour


50% = Default for System x™       % (Enter 0% - 100%)
65% = Default for POWER®
High availability required  No (Default) Yes
Comments      

CS-3.4 Web Server

Web Server capacity during peak hour


50% = Default for System x™       % (Enter 0% - 100%)
65% = Default for POWER®
High availability required  No (Default) Yes
Comments      

CS-3.5 Remote Server (for Mobile Clients)

Remote Server capacity during peak hour       % (Enter 0% - 100%)

Siebel Sizing Questionnaire Page 8


50% = Default for System x™
65% = Default for POWER®
High availability required  No (Default) Yes
Comments      

Siebel Sizing Questionnaire Page 9


CS-4.0 Application and User Profile
Review definitions for types of Siebel users, user transaction profiles, types of clients, and Siebel eBusiness
Application categories, located in Appendix A prior to completing this section. Each Siebel user should only
be counted in one application; do NOT enter a single user into the counts for multiple applications, even
though individual users may access multiple Siebel eBusiness Applications. Choose the one application
which each user will most frequently be executing during the peak online hour.

CS-4.1 Siebel eBusiness Application Version


Select one version of Siebel eBusiness applications.

Version 7.7 Version 7.8 Version 8.0 Version 8.1

CS-4.2 Siebel eBusiness Application Suite


Select one suite of Siebel eBusiness applications.

Siebel Cross-Industry Applications (Cross-Industry “Horizontal”)


Siebel Industry Applications (Industry-Specific “Vertical”):
Communications (Media, Communications for Mobile & Wireline Carriers, etc.)
Consumer Sector (Retail, Consumer Goods, Apparel & Footwear, etc.)
Energy (Oil, Gas & Chemicals, etc.)
Financial Services (Finance, Insurance, Teller, etc.)
Life Sciences (Pharma, Clinical, Medical, MedEd, Healthcare, etc.)
Manufacturing (Manufacturing, High Tech, etc.)
Public Sector (Homeland Security, etc.)
Travel and Transportation (Automotive, Dealer, Hospitality (Siebel 7.7+), Travel, etc.)
Siebel Professional Edition (“Mid-Market”)

CS-4.3 Web Client Think Time


For Siebel Web clients, select the web client’s average think time between application operations (screen
clicks). Refer to Appendix A 4.0 Average Web Client Think Time for important information.

10 Seconds 30 Seconds (Default) 60


Seconds
15 Seconds 40 Seconds
20 Seconds 50 Seconds

CS-4.4 Employee (Internal) Application User Profile


Enter the number of employee (internal) clients for Siebel eBusiness Applications during the peak online
period. Do not
overlap user counts (clients that use multiple applications). Refer to Appendix A, Sections AA-1.0, AA-2.0,
and AA-3.0 for
definitions of client types, users, and business transaction profiles Refer to Section 8 for OBIEE (Analytics).

Total # Concurrently Connected or Synchronizing Users (Peak Hour)


Internal Client Purchase # # # Light # TOTAL
Applications Type d Heavy Standard Active Connected (Heavy +
Licenses Active Active But Standard + Light
Inactive + Inactive)
Siebel Call Center Web                                    
Siebel ERM - Employee Web                                    
Relationship Mobile                                    
Management
Siebel Marketing Web                                    
Mobile                                    
Siebel PRM - Partner Web                                    
Relationship Mobile                                    
Management
Siebel Sales Web                                    
Mobile                                    
Siebel Service Web                                    
Mobile                                    

Siebel Sizing Questionnaire Page 10


CS-4.5 Customer & Partner (External) Application User Profile
Enter the number of customer and partner (external) clients for Siebel eBusiness Applications during the
peak online period. Do not overlap user counts (clients that use multiple applications). Refer to Appendix A
for definitions of client types, users, and business transaction profiles.

Concurrently Connected or Synchronizing Users (Peak Hour)


Total # # Heavy # # Light # TOTAL
External Client Purchase Active Standard Active Connected (Heavy +
Applications Type d Active But Standard + Light
Licenses Inactive + Inactive)
Siebel Call Web                                    
Center
Siebel eChannel Web                                    
Siebel Marketing Web                                    
Siebel Sales Web                                    
Siebel Service Web                                    

CS-4.6 Other Siebel Application User Profile


List any other Siebel Applications not listed above and enter the number of clients during the peak online
period. Do not overlap user counts (clients that use multiple applications). Refer to Section 8 for OBIEE
(Analytics). Refer to Appendix C for a list of Siebel Applications.

Total # Concurrently Connected or Synchronizing Users (Peak Hour)


Siebel
Client Purchase # # # Light # TOTAL
Application
Type d Heavy Standard Active Connected (Heavy +
(List) Standard + Light
Licenses Active Active But
Inactive + Inactive)
Web                                    
Mobile                                    
Web                                    
Mobile                                    
Web                                    
Mobile                                    
Web                                    
Mobile                                    
Web                                    
Mobile                                    

CS-5.0 Application Options (Optional)


Refer to Appendix A for definitions.

Application Option
All SmartScript No SmartScripting (Default) Medium Smart Scripting
Light SmartScripting Heavy Smart Scripting
All Reports No Reports (Default) Yes Reports
Batch Reports Number of Reports per Hour (during Peak      
Hour)
Average Batch Report Length (In Pages)      
Duration of peak batch workload (in      
seconds)
Interactive Number concurrent users generating ad hoc      
Reports reports (during Peak Hour)
Average number of ad hoc reports      
generated per user (during Peak Hour)
Average Interactive Report Length (In      
Pages)
Duration of peak interactive workload (in      
seconds)
All eAI No eAI Yes eAI (Default)
(Enterprise Percent of Web Client transactions using eAI (25% Default)      %
Application Maximum number of MQ Series Transactions (Inbound) per      
hour

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Integration) Maximum number of MQ Series Transactions (Outbound) per      
hour
Maximum number of HTTP Adapter (Inbound) per hour      
Maximum number of HTTP Adapter (Outbound) per hour      
All Proposals & No Proposals & Presentations (Default)
Presentations Yes Proposals & Presentations
Total number Presentations per hour:      
Total number Proposals per hour:      
Total number Correspondences per hour:      
PRM, eConfiguratio No eConfiguration (Default)
eChannel n Yes eConfiguration
Portal, Sales # of Heavy eConfiguration Users
# of Standard eConfiguration Users
# of Light eConfiguration Users
Maximum number of active eConfiguration Users per      
hour
Customer Order No Order Management (Default)
Order Management Yes Order Management
Management # of Heavy OM Users
# of Standard OM Users
# of Light OM Users
Maximum number of active Order Management Users      
per hour
All Communicatio No Communications Server
ns Server Yes Communications Server (Default)
Percent of Web Client transactions using the Siebel      %
Communications Server (12.5% Default)
Web Service Smart Maximum number of Inbound eMails with Smart Answer per      
Answer hour
Maximum number of Inbound eMails without Smart Answer      
per hour
Call Center CTI Maximum number of CTI Inbound Calls per hour      
Maximum number of CTI Outbound Calls per hour      

CS-6.0 Application Customization (Optional)


Refer to Appendix A for definitions.

No Workflow Manager
Yes Workflow Manager (Default)
Percent of Web Client transactions using Workflow      %
Workflow Manager Manager (25% Default)
Number of Workflow Managers to be Used      
Peak Rate of Workflow Policy Actions per Hour      
Peak Rate of Workflow Processes per Hour      
No Assignment Manager
Yes Assignment Manager (Default)
Percent of Web Client transactions using Workflow Manager (12.5%      %
Default)
Total # Interactive AM Rules       Peak # Interactive AM Rules peak hour
     
Assignment Manager Total # Dynamic AM Rules       Peak # Dynamic AM Rules peak hour
     
Total # Mobile AM Rules       Peak # Mobile AM Rules peak hour
     
Total # Batch AM Rules       Peak # Batch AM Rules peak hour
     
No eScripting (Default) Medium eScripting
Light eScripting Heavy eScripting
eScripting Most eScript will be in C++ DLLs (Default)
Most eScript will NOT be in C++ DLLs
Siebel Sizing Questionnaire Page 12
No File Auditing (Default)
Yes File Auditing (Assumes audit 50% of the fields of a business component.)
Audit frequency: 24 x 7 8:00 – 5:00 As Needed
List Business Entities which will be audited      
Audit Trail
Percentage of employees, positions or responsibilities to be      %
audited
Estimated number of transactions audited daily      
Purge frequency of audit trail (in months)      
No Dynamic Toggle Applets (Default)
Average of 1 Dynamic Toggle Applet on 2 Views
Dynamic Toggle Average of 2 Dynamic Toggle Applets on 2 Views
Applets Average of 5 Dynamic Toggle Applets on 2 Views
Average of 10 Dynamic Toggle Applets on 2 Views
No Configuration (Average of 2 Applets per View) (Default)
Light Configuration (Average of 3 Applets per View)
Configuration Medium Configuration (Average of 6 Applets per View)
Heavy Configuration (Average of 8 Applets per View)
No Encryption (Default)
Encryption using Secure Socket Layer (SSL) with TCP Keep-Alive enabled
Encryption (Encryption between the Client Browser and Web Server)
(Siebel 7.5.3+) Encryption using Secure Socket Layer (SSL) without TCP Keep-Alive enabled
(Encryption between the Client Browser and Web Server)

No Quick Fill (Default)


Quick Fill (Siebel 7.7+) Yes Quick Fill

CS-7.0 Siebel File System (Optional)


Refer to Appendix A for definitions.

Files to be stored in the Siebel File System Number of Files       Average File Size      
Peak rate of uploading files per hour Number of Files       Average File Size      
Maximum rate of downloading files per hour Number of Files       Average File Size      

CS-9.0 Database Disk Requirements (Optional)


The disk space requirement produced by the sizing tool for the customer’s database (tables and indexes) is a
high-level estimation based on the following entities. Disk space requirements change often during the
lifetime of the project due to business volumes and processing, archive/purge cycles, database
reorganizations, etc. The amount of space needed for the database should be assessed on an ongoing basis.
Provide expected row counts for all of the following Siebel entities:

Object # Records/Row Counts


Account/Organization      
Opportunity      
Contact/Customer      
Activity      
Employee      
Product      
Product Line      
Campaign      
Service Agreement      

Siebel Sizing Questionnaire Page 13


Product Defect      
Forecast      
Price List      
Quote      
Service Request      
Asset/Financial Account      
Order      
Household      
Note      
Other      

Siebel Sizing Questionnaire Page 14


APPENDIX A. Definitions
AA-1.0 Clients Types
• Web Client – Web Clients are LAN or WAN attached users access Siebel applications using a standard
web browser from the client’s personal computer and do not require any additional persistent software
installed on the client. The browser connects through a Web Server to the Siebel eBusiness Application
Server, which executes business logic and accesses data from the Siebel Database. A WAN user is
defined as any user that accesses the Web Server from outside the local office where the web server
resides.
• Mobile Client –Mobile Web Clients access Siebel applications using 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 meets the needs of field professionals who do not have
continuous access to a network, and uses a local database on each mobile machine. Periodically, the
client must access the Remote Server through a dial-up, WAN, or LAN connection to synchronize data
with the Siebel Database Server and the Siebel File System. Mobile Web Clients require installation of
Siebel software on the user’s personal computer.
o NOTE: The “Number of Concurrently Connected Users During Peak Hour”, “# Heavy Active”, “#
Standard Siebel Active”, “# Light Active”, and “# Connected Inactive” user counts for Mobile
Clients refer to clients connected to the Siebel Remote Server to synchronize.
• Handheld for Palm OS (Mobile) Client –The Handheld Client is a mobile client for users of the Siebel
Handheld products on Palm OS devices. Siebel Handheld Client is not an available client deployment
option with Siebel eBusiness Applications, MidMarket Edition, and Siebel Financial Services, MidMarket
Edition. Refer to Siebel’s current Siebel Product Certification Information.
• Wireless Client – The Wireless Client runs in a variety of WML and HTML browsers available for mobile
devices such as PDA’s, cell phones, and pagers, and does not require any Siebel software to be installed
on the client. Include Wireless Clients with the “Web Client” user counts, below. The browser connects
through a wireless gateway (WAP), if required, and then through a Web Server to the Application Server,
which executes business logic and accesses data from the Siebel Database on the Database Server.
Wireless Client is not an available client deployment option with Siebel eBusiness Applications, MidMarket
Edition, and Siebel Financial Services, MidMarket Edition. Refer to Oracle’s current Siebel Product
Certification Information.

AA-2.0 Definition of Types of Siebel Users & User Transaction Profiles


• Licensed Users – Total number of licensed Siebel users that can potentially access Siebel eBusiness
Application(s) and/or Oracle Business Intelligence Enterprise Edition.
• Concurrently Connected Users During Peak Hour - Users that are concurrently connected or logged-
on during the peak processing hour (busiest hour of the business day during the customer’s busiest
season) that may or may not be actively accessing the application(s) – a subset of Licensed Users. A
mobile or handheld client that is connected for synchronization is also included. NOTE: “Concurrently
Connected Users During Peak Hour” = (“Heavy Active Users” + “Standard Siebel Active Users” + “Light
Active Users” + “Connected Inactive Users”). Please review important information regarding web client
average think time (Appendix A Section AA-4.0) that affects client workload.

• Web Clients
o Standard Siebel Active Web Users Concurrently Connected Users that are actively accessing
the application(s) and exerting a direct load on the system during the peak processing hour – a
subset of Concurrently Connected Users During Peak Hour. Include only users who are actually
executing application functions during the peak workload. If there is insufficient data about
the customer’s active users, then use Standard Active Web User as the default.

Siebel Application Operation or Operation: Web client complex typing, searches, updates,
and adds (among other web client input options) can be broken down and separated into single
operations that are committed to the application by the user hitting return/enter or mouse
clicking on an application screen button. This single commit (click) represents a single
transaction or operation to the web client application. Several underlying database and
application operations can result from a single web client operation.

Business Transaction or Business Scenario: This is the complete or end to end business
scenario of the application operations performed by a user. A business transaction includes the
operational steps or tasks a user performs (types, enters, clicks on) during a session.

Sample Standard Active Web User Workload

Siebel Sizing Questionnaire Page 15


 35% of the users execute an average of 3.1 complex business transactions/user/hour,
with 38 Siebel operations in each business transaction, and an average of 30 second
think time between operations
 40% of the users execute an average of 4.0 medium complexity business
transactions/user/hour, with 30 Siebel operations in each business transaction, and an
average of 30 second think time between operations
 25% of the users execute an average of 11.9 business transactions/user/hour, with 10
Siebel operations in each business transaction, and an average of 30 second think time
between operations.
o Heavy Active Web Users Twice the transaction load compared to a Standard Siebel Active
Web User.
Sample Heavy Active Web User Workload
 80% of the users execute an average of 10.1 complex business transactions/user/hour,
with 27 Siebel operations in each business transaction, and an average of 13 second
think time between operations
 20% of the users execute an average of 26.4 business transactions/user/hour, with 6
Siebel operations in each business transaction, and an average of 22.5 second think time
between operations
o Light Active Web Users 50% of the transaction load compared to a Standard Siebel Active
WebUser.
Sample Light Active Web User Workload
 80% of the users execute an average of 6 business transactions/user/hour, with 10 Siebel
operations in each business transaction, and an average of 30 second think time between
operations
 20% of the users execute an average of 7.5 business transactions/user/hour, with 8
Siebel operations in each business transaction, and an average of 60 second think time
between operations

• Mobile and Handheld Clients


o Standard Active Mobile Users – Concurrently Connected Users that are actively synchronizing
with the Siebel Enterprise during the peak processing hour – a subset of Concurrently Connected
Users During Peak Hour. If there is insufficient data about the customer’s active mobile
users, then use Standard Siebel Active Mobile User as the default.
o Heavy Active Mobile Users 200% of the transaction load compared to a Standard Siebel
Active User.
o Light Active Mobile Users 50% of the transaction load compared to a Standard Siebel Active
User.

• Connected Inactive Users - Concurrently Connected Users during the peak processing period that are
NOT actively accessing the application(s) or not synchronizing (mobile users) and exerting a direct load
on the system – a subset of Concurrently Connected Users During Peak Hour. Include only users who are
only logged on but inactive during the peak workload.

AA-3.0 Siebel Application Categories


• Employee (Internal) Applications – Siebel applications usually used by internal employees of an
enterprise. Applications in this category are optimized for a screen resolution of 1024 x 768 – High
Interactive Mode. (Exception: Siebel Employee Relationship Management (ERM) is an employee-
facing application but runs in Standard Interactive Mode.) The High Interactivity Framework is not
supported in customer-facing applications. The high interactivity framework allows application
developers to use scripting to simulate Windows client behavior in the Web environment. The
browser used to access the application must support a certain set of capabilities, including support
for JavaScript and Java applets. “Application data” (instead of formatted pages) is transmitted from
the Siebel Object Manager to the Web Server via the browser. This capability is enabled in the
configuration file of the Application Server.
• Customer (External) Applications – Siebel applications usually used by external customers, partners,
and prospects of an enterprise. In prior Siebel releases, these were called .COM applications.
Applications in this category are optimized for a screen resolution of 800 x 600 – Standard Interactive
Mode. Customer and partner applications use the standard interactivity client option because they are
accessed by different kinds of browsers that cannot be controlled by the customer company deploying the
application. It transmits static HTLM from the Object Manager to the Web Server.
• Siebel Cross-Industry Applications – A suite of applications designed for cross-industries
(“Horizontal”).

Siebel Sizing Questionnaire Page 16


• Siebel Industry Applications (SIA) – A suite of applications designed specifically for various
industries (“Vertical”).
• Siebel Professional Edition – A suite of applications designed for the Mid-Market .

AA-4.0 Average Web Client Think Time


• The web client’s average think time between Siebel application operations (screen clicks) determines
the pacing of its workload on the Siebel Enterprise. The default is 30 seconds between Siebel
operations for Call Center and PRM/eChannel. If a customer anticipates a different average
throughput, the think time can be varied in a Custom Sizing from 10 seconds to 60 seconds. The
default for ERM is 60 seconds.
• The average web client think time will be applied to the sizing for a “Standard Active Web Client”
(See Appendix A Section AA-2.0). The selected think time (specified in the Sizing Questionnaire for a
Custom Sizing) will be decreased by 50% for heavy active web clients (thus, doubling throughput,
and the heavy client workload will be 200% of the “standard” workload). The selected think time will
be increased by 200% for light active web clients (thus, cutting the throughput in half, and the light
client workload will be 50% of the “standard” workload).
• Both Siebel and use a default think time of 30 seconds when sizing. Siebel PSPP benchmarks now
use an average of 15.9 second think time. Be aware that decreasing the average think time can
dramatically increase the hardware required to support the defined workload.

AA-5.0 Application Options and Customization


• Assignment Manager - Siebel Assignment Manager allows sales and service organizations to
effectively assign the most qualified people to specific tasks. Assignment Manager accomplishes this
function by matching candidates to predefined, user-configurable assignment objects using assignment
rules that the customer defines.
• Workflow Manager - Siebel Workflow Manager is a customizable business application providing the
capability to manage and enforce business processes to ensure consistency and adherence to
agreements through the automatic enforcement of business policies and procedures. A business process
is defined as a series of steps and embedded sub-processes. A policy consists of rules to be monitored
and the actions to take when a rule condition is met.
• Workflow Policies – The Workflow Policies 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.
• Workflow Processes – 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)). It can also use Siebel Server components; for example, send outbound
communications through the Siebel Communications Server.
• Enterprise Application Integration (eAI) - Siebel eAI enables real-time access to customer
information across multiple applications and platforms, providing a unified view of customer information
across multiple channels and legacy applications. External systems can communicate with Siebel
eBusiness Applications through components that include transports and adapters (e.g. MQSeries, HTTP),
as well as connectors that interface directly with other applications (e.g. Oracle, SAP, PeopleSoft, etc.)
• SmartScripts - Siebel SmartScript allows business analysts, call center managers, and Siebel
developers to create scripts to define the application workflow for interactive customer communications.
The flow of the interaction is determined entirely by the script, not by the agent or customer. Siebel
SmartScript guides agents through each customer interaction, suggesting products and services based
on the customer's profile, environment, current requirements, and buying patterns. The general concern
about a SmartScript is its startup response time, the number of questions in the script, and tuning
parameters. This questionnaire considers three levels for sizing:
o Light SmartScripting
o Medium SmartScripting
o Heavy SmartScripting
• eScripting - Siebel eScript is a scripting or programming language that application developers use to
write simple scripts to extend Siebel applications. JavaScript, a popular scripting language used primarily
on Web sites, is its core language. A utility script can be called from many locations, such as applets,
business components, and business services. Before writing any script, developers should explore all
declarative configuration options. If most eScripts are implemented using C++ DLLs, it will reduce the
CPU and memory resources required to provide the additional application workload and functionality.
o Light eScripting - One script is added on the applets, one to two scripts on Business Services,
and three scripts on business components.
o Medium eScripting -Two scripts are added on the applets, three scripts on Business Services,
and six scripts on business components.

Siebel Sizing Questionnaire Page 17


o Heavy eScripting – Two scripts are added on the applets, six scripts on Business Services, and
eight scripts on business components.
• Configuration – Typically, in Siebel Tools, the modification of a Siebel application to change its look, feel,
and behavior to meet specific business requirements.
• Encryption - Encryption - Secure Sockets Layer (SSL) between the client browser and web
server) (Siebel 7.5.3+) SISNAPI (Siebel Internet Session API supports session-based RPC
(Remote Procedure Call) supporting highly responsive communication between Siebel
components, and it can be encrypted using SSL, an industry standard mechanism for secure
communication.
• Unicode – A character set defined by the Unicode Consortium that is the union of most of the major
character sets used in the computing industry
• Case Insensitivity – Generally, Siebel Applications are implemented with Case Sensitive functionality.
The use of Case Insensitive functionality is not considered to be a “Siebel Best Practice” because it
degrades performance and it is not recommended.
• Compression – Siebel compresses all dynamic data between the client browser and the Web Server by
default (SISNAPI), and it has minimal performance impact. If further compression is needed (for example,
due to poor network performance), a third party compression product may be used.

AA-7.0 Siebel Servers


• Database Server – (OLTP) Proprietary database release specific schema for the Siebel application.
• Application Server (Object Manager) – Siebel Application Server
• Application Server (non-Object Manager) – Siebel Application Server
• 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. See Siebel SR&SP documentation on Siebel
Support Web for supported types.
• LDAP Server – Light Directory Access Protocol used as security to enable cost effective administration of
distributed applications, information about the services, resources, users and other objects accessible
from the applications is organized in a consistent manner. LDAP defines a standard method for accessing
and updating information in a directory. See Siebel SR&SP documentation on Siebel Support Web for
supported types
• File System – The Siebel File System consists of a shared directory that is network-accessible to the
Siebel Server, and contains literature, correspondence, proposals, presentation, and possibly other files.
• Report Server - The Siebel Report Server uses a third party report server product, Actuate.
• Document Server – The Siebel Document Server is required for the following Siebel components:
eProposal (Siebel Sales); ePresentation (Siebel Sales); eCorrespondence (Siebel Service); and Project
Integration (Siebel Professional Services). The Document Server interfaces with Microsoft Word, Microsoft
PowerPoint, Lotus WordPro, and Lotus Freelance Graphics documents though the web.
• Gateway Server –Shares the connection to the network, provide single point security and network
protocol support
• Communications Server - Siebel Communications Server enables users of Siebel eBusiness
Applications (e.g. eMarketing, Workflow, eMail Response, Send eMail, Send FAX) to send outbound
communications to groups of contacts, prospects, or employees using email, fax, or page, receive
inbound communications, and support multichannel session-based/interactive communications. Note:
sizing for third party CTI software and hardware is beyond the scope of this Sizing Review. CTI (Computer
Telephony Integration) is the means by which a computer system interacts with the telephone system,
such as making a call or answering a call.

AA-8.0 Siebel Integration


• eAI – eBusiness Application Integration – 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.
• UAN – Universal Application Network – The Siebel Universal Application Network Platform Independent
Foundation provides a set of common object XSD-compliant (XML Schema Definition) documents that can
be viewed and edited by any tools or platforms that support XSD documents.
• WBI – WebSphere® Business Integration – WebSphere Business Integration (WBI) Portfolio is a collection
of integrated and/or integratable products that help create a global view of an organization. With a strong
emphasis on the integration of processes, both internally and externally, WBI provides the framework for
creating extensible and agile systems.

Siebel Sizing Questionnaire Page 18


Siebel Sizing Questionnaire Page 19
APPENDIX B. Sample Siebel eBusiness Application Topologies

Siebel 8 CRM Architecture

Siebel Sizing Questionnaire Page 20


APPENDIX C. Sample Siebel Call Center Business Scenarios and
Transactions
The following information is provided for customers who understand their projected Siebel
eBusiness Application transaction throughput. Listed below are sample business scenarios
(business transactions) from several applications which are used in various benchmarks to help
gauge the resources required to run Siebel eBusiness Applications on Servers. The business
scenario titles in the table, below, have a blue background. Siebel operations (application single
transactions) are listed in “Siebel Operations Corresponding to the Business Scenario”, which can
result in multiple Database Transactions. For the purposes of sizing for Siebel, the business
scenarios/business transactions are shown with their corresponding Siebel application single
transactions or operations (screen click to response). These operations can be correlated to the
business transaction rates and profiles of users (heavy, standard, light) in Section 5.1, “Users and
Transaction Profile of Users.”

Siebel Call Center – Sales and Service


Incoming Call Creates Opportunity and Quote
End User Siebel Operations Corresponding to the Business Scenario
Operation
Login Bring up Login Page
Enter “Username”, “Password” and submit login
Find_Corp_Cont Click Find (Binocular) Button
Select “Contacts” from Look In Pick list
Enter in “Last Name” for non-existing contact and click Search Button to execute query
New_Contact Navigate to Contact Screen (My Contact View)
Click New Button to create new contact
Enter “First Name”, “Last Name”, “Job Title”, Mr/Mrs”, “Work Number”, and click Save Button
Go_Cont_Opty Navigate to Contact – Opportunities View
New_Opty Click New Button to create new opportunity for contact
Click New Button in Opportunity MVG Applet
Bring up Account MVG Applet by clicking button in Account Field
Click Query Button in Account MVG Applet
Enter “Account” and click Go Button to execute query
Click OK Button to select account
Enter “Name”, “Summary”, “Revenue” and “Channel” and click Save Button
Go_Opty_Cont Drilldown on opportunity name to Opportunity – Contacts View
Go_Opty_Prod Navigate to Opportunity Products View
New_Product (2) Click New Button to add product to opportunity
Bring up Product MVG Applet by clicking on button in the Product Field
Click Query Button in Product MVG Applet
Enter “Product” and click Go Button to execute query
Click OK Button to select product
Select product and click OK Button
Enter “Qty” and click Save Button to add product to opportunity
Click New Button to add product to opportunity
Bring up Product MVG Applet by clicking on button in the Product Field
Click Query Button in Product MVG Applet
Enter “Product” and click Go Button to execute query
Click OK Button to select product
Select product and click OK Button
Enter “Qty” and click Save Button to add product to opportunity
Go-Opty_Quote Navigate to Opportunities – quotes View
Click_AutoQuote Click “AutoQuote” button to generate quote
Enter_Quote_Info Enter “Name” and click Save Button
Go_Quote_Line Drilldown on the quote name to go to Quote – Line Items View
Select “Price List” from pick list and click button next in Discount Field to bring up Discount MVG
Applet
Select Discount and click OK Button
Click Save Button to save quote
Quote_Reprice Click Reprice All Button in order to communicate the results of “Reprice All” to prospect
Quote_Upd_Opty Click UpdateOpty Button in Quote From Applet
Go_Quote_Order Navigate to Quotes – Orders View
Click on the menu button in the Quotes Order View
Click_AutoOrder Click on Sales Order Button to automatically generate order
Go_Thread_Opty Navigate back to opportunity by selecting Opportunity Quotes View in 2nd pick list in Show Bar
Siebel Sizing Questionnaire Page 21
Logout Select “Log Out” from File Menu
Call Creates a Service Request
Login Bring up Login Page
Enter “Username”, “Password” and submit login
Find_Srv_Req Click Find (Binocular) Button
Select “Service Requests” from Look in Pick list
Enter in “Last Name” customer and click Search Button to execute query
New_Srv_Req Navigate to Service Requests Screen
Click New Button to create new service request
Click Button in Service Request Detail Applet with displays all fields
Click button in Last Name Field to bring up Contact MVG Applet
Click Query Button in Contact MVG Applet
Enter “Last Name” and click Go Button to execute query
Click OK Button to select contact
Click button in Product Field to bring up Product MG Applet
Click Query Button in Product MVG Applet
Enter “Product” and click Go Button to execute query
Click OK Button to select product
Click Save to save Service Request
Click button in Service Request Detail Applet which displays only selected fields
Go_SR_Plan Navigate to Service Requests Activity Plan View
New_SR_Plan Click New button in Service Request Activity Plan Applet
Select Activity Plan from Template Pick list and click Save Button
Logout Select “Log Out” from File Menu
Agent Follows Up On Service Request
Login Bring up Login Page
Enter “Username”, “Password” and submit login
Go_My_Srv_Req Navigate to Service Screen to go to My Service Requests View and review Service Request
Header information
Go_SR_Activities Navigate to Service Request Activities View to review activities
Go_SR_Solutions Navigate to Solution View
Find_Related_SRs Navigate to Service Request Related Service Requests View and inspect related service requests
New_Solution Navigate to Service Request Solution View
Click New Button to create new solution
Click New Button in Solution MVG Applet
Enter “Name”, “Description”, “FAQ”, “Comments” and click Save Button
Go_SR_Activities Navigate to Service Request Activities View
Upd_SR_Activity Set Activity status to “In Progress”, add text to description and click Save Button
Close_SR Set Service Request Status to “Pending” and click Save Button
Logout Select “Log Out” from File Menu
Siebel Partner Relationship Management (PRM, eChannel)
PO-Account & Contact Management
End User Siebel Operations Corresponding to the Business Scenario
Operation
Login Bring up Login Page
Enter “Username”, “Password” and submit login
Go_Accounts Click on Accounts tab in the first applet
Find_Account Click on Find (Binocular) Button
Select “Accounts” from Look in drop down list
Enter in “Name” an existing account and click on Search Button
Close Find window
Create_Account Click on “New” button in the first applet
Enter new account name and save
Create_Contact Click on hyperlinked account name (i.e. drilldown)
Select “New Record” from menu in the second applet
Enter last name and first name then save
Go_Account_Act Click on Activity tab in the second applet
Create_Account_Act Select “New Record” from menu in the second applet
Enter details then save
Go-Account_SR Click on Service Requests tab in the second applet
Create_Account_SR Select “New Record” from menu in the second applet
Enter details then save
Go_AccountAsset Click on Assets tab in the second applet
Go_AccountAddr Select “New Record” from the menu in the second applet
Enter details then save
Go_AccountTeam Click on Account Team tab in the second applet
Go_Contacts Click on Contacts tab in the first applet
Find_Contact Click on Find (Binocular) Button
Select “Contacts” from Look in drop down list

Siebel Sizing Questionnaire Page 22


Enter an existing contact in “Last Name” field then click on Search Button
Close Find window
Logout Click on Logout link
PO-Opportunity Management
End User Siebel Operations Corresponding to the Business Scenario
Operation
Login Bring up Login Page
Enter “Username”, “Password” and submit login
Check_New_Oppty Click on “Opportunities” tab
New_Opty Enter new opportunity
Go_Opty_Cont Drilldown on opportunity name to Opportunity – Contacts View
New_Oppty_Contact Add new Contacts to an opportunity
Go_Opty_Prod Navigate to Opportunity Products
New_Products Enter two new products
Go_Oppty_Salesteam Navigate to Opportunity Sales team
New_SalesteamMbr Add two new sales team members
Go_Opty_Activity Navigate to Opportunity Activities View
New_Opty_Activity Enter new Activity
Go_Opty_Quotes Navigate to Opportunity – Quotes view
New_Quote Create a new quote for the opportunity
PO-Service Request Management
End User Siebel Operations Corresponding to the Business Scenario
Operation
Login Bring up Login Page
Enter “Username”, “Password” and submit login
Go_Service Click on Service tab
Find_SR Click on Query button in the first applet
Enter in “SR #” field and click Go button
Edit_SR Drilldown on SR#
Change Status and substatus in the first applet then save
Create_Activity Select “New Record” from menu in the second applet
Enter details then save
Go_SR_Solution Click Solution tab in the second applet
Logout Click on Logout link
Siebel eService with Personalization
User Submitting a New Service Request
End User Siebel Operations Corresponding to the Business Scenario
Operation
Go_eService Go to eService URL – eService Anonymous Home page and review Anonymous Home Page
Go-Login Enter user name and password from the Home Page view and review Personalized Home Page
New_SR Click on the Submit a Service Request Hyperlink on the Home Page View
Click on the Select Button next to the Product Field to associate a product for the SR
Click on Query Button in the Product Pick Applet
Enter “Product” and click Go Button to execute query
Click OK Button to select product
Enter “Summary”, “Description” and click Submit Button to send service request
Click Continue Button
Go_My_Acct Click on the My Account Hyperlink and review My Account View
Go_My_SR Click on the My Service Request Hyperlink and review the My Service Request List View
Go_SR_Detail Drill down on the newly created service request and review the service request details
Logout Click the Logout Hyperlink
Customer Requesting Call Back
End User Siebel Operations Corresponding to the Business Scenario
Operation
Go_eService Go to eService URL – eService Anonymous Home page and review Anonymous Home Page
Go_Contact_Us Click on the Contact Us Hyperlink on the Anonymous Home Page view and review the available
communication channels
Go_Branch_Locator Click on the Locate Nearby Branches Hyperlink’
Enter “Zip Code”, submit query and view results in the list view
Go_Contact_Us Click on the contact Us Hyperlink and review the available communication channels
Go_Email Click on the E-Mail Hyperlink
Enter the necessary information and submit the email
Click OK button to acknowledge successful completion of email
Go_Contact_Us Click on the Contact Us Hyperlink and review the available communication channels
Go_Mail_Fax Click on the Mail or Fax Hyperlink channel and review the list of mail and fax information
Siebel eSales
Siebel Sizing Questionnaire Page 23
Shoppers
End User Siebel Operations Corresponding to the Business Scenario
Operation
Login
Click on category tab
Drill down on a category (e.g. Musical Category 1)
Drill down on a subcategory (e.g. Musical Category 1.3)
Click Next Records button
Click Next Records button
Drill down on a product
Add product to cart
Click My Account
Click on My Orders
Click My Account
Click on User Profile
Click on My Account
Click on Address Book
Click the Catalog tab
Drill down on a category
Drill down on a subcategory
Click Next Records button
Click Next Records button
Drill down on a product
Add product to cart
Click View Cart
Empty Cart
Logout
Buyers
End User Siebel Operations Corresponding to the Business Scenario
Operation
Login
Click on category tab
Drill down on a category (e.g. Musical Category 1)
Drill down on a subcategory (e.g. Musical Category 1.3)
Click Next Records button
Click Next Records button
Drill down on a product
Add product to the cart
Click on Catalog tab
Drill down on a category
Drill down on a subcategory
Click Next Records button
Click Next Records button
Drill down on a product
Add product to the cart
Click on Home
Click on Know what you want?
Select Product Family
Click to view next record
Click to view Previous Records
Change attribute Color to Red
Change attribute Size to Medium
Change attribute Manufacturer to Acme
Click the Search button
Pick four Products and click Compare
Click Back Button
Drill down a Product
Change quantity and add to cart
Navigate to cart
Click Checkout
Select a credit card
Check Edit Shipping Details button
Add a new shipping address
Confirm Order
Click on My Account
Click on My Orders

Siebel Sizing Questionnaire Page 24


Drill down on order
Click on My Account
Drill down on User Profile
Logout
Browsers
End User Siebel Operations Corresponding to the Business Scenario
Operation
Login
Click on category tab
Drill down on a category (e.g. Musical Category 1)
Drill down on a subcategory (e.g. Musical Category 1.3)
Click Next Records button
Click Next Records button
Drill down on a product
Click the Catalog tab
Drill down on a category
Drill down on a subcategory
Click Next Records button
Click Next Records button
Drill down on a product
Click on category tab
Drill down on a category (e.g. Musical Category 1)
Drill down on a subcategory (e.g. Musical Category 1.3)
Click Next Records button
Click Next Records button
Drill down on a product
Logout

Siebel Sizing Questionnaire Page 25