Sometimes it looks like a sales agent have just eaten a bucket of lemons when asked to use a CRM system. When that happens, CRM Desktop comes in: there is no need for special training, because most agents are familiar with Outlook – or a similar application. CRM Desktop allows managing enterprise data in sales agent’s native environment – be it Microsoft Outlook or Lotus Notes – and it is a truly offline solution. CRM Desktop was first made for Siebel, and it is now possible to use it with SAP CRM and Salesforce as well.
CRM Desktop is a plug-in for Microsoft Outlook aimed at managing Siebel CRM data, such as: Accounts, Contacts, Activities and Opportunities:
With CRM Desktop you maintain your business contacts, tasks and calendar events all in one place and those are easy to synchronize with Siebel CRM. If need be, it is also possible to increase CRM Desktop core functionality (Contacts, Accounts, Activities, Opportunities) with additional Siebel entities like Service Requests, for example.
Well, a bunch of good things:
The set up starts in Siebel CRM client, on the CRM Desktop administration screen, where you need to publish CRM Desktop metadata file packages. Then there is a special installation for CRM Desktop application that is set up on your workstation, where Microsoft Outlook application is installed. CRM Desktop downloads metadata file packages that are published in Siebel CRM, and will simply use the configuration of these file packages:
CRM Desktop can have different configurations for different user groups in Siebel CRM. For example, each user group can have a different visibility of Siebel CRM data objects, depending on logged-in user position and on available Siebel view visibility setup – e.g., All, Organization, Sales Rep, or Personal.
CRM desktop can also be configured to replicate custom Siebel CRM UI and business logic to ensure that all the data is available and used properly, according to the business rules defined in your Siebel CRM system.
CRM Desktop is a third-party product, which is available for Siebel starting with version 8.0. Supported operating systems for CRM Desktop are Microsoft Windows XP 32-bit, Microsoft Windows Vista and Microsoft Windows 7, both 32- and 64-bit. CRM Desktop client can be configured to use any of the Siebel application language packs. Note that right-to-left languages, such as Arabic and Hebrew, are supported only starting with Siebel 220.127.116.11 Fix Pack. According to standard Oracle Siebel price list (without discounts) the license price for an application user is 300$, and a price for the software update license and support is approximately 66$ per application user.
Developers at Idea Port Riga have gained considerable knowledge and quite some positive experience in CRM Desktop customization, upgrades, and roll-outs. Let us know if there’s anything we could assist you with!
|About the author: Ginta Rulle started working at Idea Port Riga in 2012. Having been involved in most phases of a Siebel project life cycle – from requirement analysis, system analysis, design, build, test, and up to post-implementation support, she has acquired an impressive technical and functional skill set in Siebel CRM applications area, including Siebel Open UI and CRM Desktop.|