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SiebelDealerAdministrationGuide

SiebelInnovationPack2016April2016

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Contents

SiebelDealerAdministrationGuide

1

Chapter1:What’sNewinThisRelease

Chapter2:OverviewofSiebelDealer

AboutSiebelDealer9

DifferencesBetweenSiebelDealerandSiebelPartnerRelationshipManagement10

SiebelDealerPartnerPortalScreens12

SiebelPartnerManagerandSiebelAutomotiveScreens13

ActivatingWorkflowsforSiebelDealer13

ChangingTypesofActivitiesDisplayedintheDealerDashboard15

AddingNewDealers16

RoadmapforAddingaNewDealer18

SettingUptheTeamCalendar18

AboutSharingDatawithDealers18

AssigningVehiclestoaDealer19

ConfiguringVehiclesandOptions20

AssigningSalesHistorytoaDealer20

AssigningServiceHistorytoaDealer21

ViewingDealerOperations21

Sales,Service,andMarketingwithSiebelDealer22

AboutManagingYourDealers23

EnteringOpportunitiestoSelltoDealers23

ViewingaDealer’sServiceRequests24

EnteringtheMakesaDealerSells24

DisplayingaDealer’sBusinessHours25

AddedFunctionalityforDealers25

Chapter3:ManagingSales(Dealer)

AboutSiebelDealerDashboard27

UsingSiebelDealerDashboards(Dealer)28

EnteringDealerPreferences(Dealer)29

SiebelDealerAdministrationGuideSiebelInnovationPack20163

Contents■

ProcessofCreatingtheYearlyForecast(Dealer)31

CreatingtheFrameworkforMonthlyandYearlyForecasts(Dealer)32

CreatingtheSalesManager’sYearlyForecast(Dealer)33

CreatingtheStoreYearlyForecast(Dealer)33

ViewingtheStoreYearlyForecast(Dealer)34

ProcessofCreatingtheMonthlyForecast(Dealer)35

CreatingtheFrameworkforYearlyandMonthlyForecasts(Dealer)35

CreatingSalesConsultants’MonthlyForecasts(Dealer)36

CreatingSalesManagers’MonthlyForecasts(Dealer)36

CreatingtheStoreMonthlyForecast(Dealer)37

ViewingtheMonthlyForecast(Dealer)38

ProcessofCreatingandUsingSalesSteps(Dealer)38

CreatingSalesSteps(Dealer)39

CreatingSalesStepGoals(Dealer)39

ViewingDailySalesStepGoals(Dealer)40

UsingSalesSteps(Dealer)41

TrackingSalesSteps(Dealer)42

ProcessofUsingtheShowroomLog(Dealer)42

EnteringInformationAboutaNewCustomerintheShowroomLog(Dealer)43

WorkingwithaNewCustomer(Dealer)44

EnteringOpportunities(Dealer)44

AssigningUnassignedOpportunities(Dealer)45

EnteringVehiclesPresented(Dealer)46

ViewingOthersWhoHaveAccessedaContact(Dealer)46

ReassigningContactsandOpportunities(Dealer)47

ProcessofPrintingFormsforVehicleSales(Dealer)48

CreatingForms(Dealer)48

PrintingForms(Dealer)49

GeneratingFollow-UpCommunications(Dealer)50

MarkingOpportunitiesasClosed(Dealer)52

Chapter4:ManagingMarketingCampaigns(Dealer)

MarketingFeaturesofSiebelDealer55

ScenariosforUsingSiebelDealerforMarketing57

UsingQueriesforMarketingCampaigns(Dealer)58

RefreshingQueriesforMarketingCampaigns(Dealer)60

4

SiebelDealerAdministrationGuideSiebelInnovationPack2016

Contents■

MergingListsforMarketingCampaigns(Dealer)60

AddingLaborOperationCodestoMarketingCampaigns(Dealer)61

AssociatingCampaignswithVehicles(Dealer)62

CreatingaRecallCampaign(Dealer)63

ExecutingMarketingCampaignOffers(Dealer)63

Chapter5:ManagingCaptiveFinanceandEndofLease

(Dealer)

AboutUsingSiebelDealerforCaptiveFinanceandEndofLease65

UsingSiebelDealerforCreditOrigination65

AssociatingVehicleswithLoanApplications66

AboutUsingSiebelDealerforEnd-of-LeaseActivities66

EnteringInspectionInformation66

ViewingTurn-InAppointments68

EnteringReturnedVehicles69

PurchasingorDecliningReturnedVehicles69

Chapter6:ManagingBusinessRulesforDealers

AboutBusinessRulesforDealers71

ProcessofCreatingBusinessRuleTemplatesforDealers72

CreatingNewActionsforDealerBusinessRules72

AddingDealerBusinessRuleTemplates74

AddingCriteriaforDealerBusinessRules75

AddingActionsforDealerBusinessRules76

PublishingDealerBusinessRules77

CreatingBusinessRulesThatApplytoAllDealers77

SettingtheTimeWhenDealerBusinessRulesExecute77

Viewing,Deactivating,andReactivatingSubscriptionstoDealerBusinessRules78

ViewingExecutionsofDealerBusinessRules78

SubscribingtoDealerBusinessRules(Dealer)79

ChangingtheParametersofDealerBusinessRules(Dealer)79

ActivatingDealerBusinessRules(Dealer)80

ViewingExecutionsofDealerBusinessRules(Dealer)80

ConfigurationforDealerBusinessRules81

5

SiebelDealerAdministrationGuideSiebelInnovationPack2016

Contents■

Chapter7:ManagingWarrantyClaims

AboutWarrantyClaimsManagement85

OverviewofWarrantyClaimsManagement86

AboutPrewarrantyAuthorizations86

AboutWorkOrders89

AboutWarrantyClaims89

AboutWarrantyClaimRepairLines91

AboutValidationRulesProcessingandExclusions92

AboutRecalls93

AboutExclusions93

ScenarioforProcessingaWarrantyClaim93

RoadmapforCreatingandManagingWarrantyClaims94

VerifyingWarrantyEntitlementandCoverage95

ProcessofCreatingaPrewarrantyAuthorization96

CreatingaPrewarrantyAuthorization96

EnteringPWALineItems97

SubmittingaPrewarrantyAuthorizationforApproval99

ProcessofCreatingaWorkOrder100

CreatingaWorkOrder100

EnteringWorkOrderLineItems101

ProcessofCreatingaWarrantyClaim104

CreatingaWarrantyClaim105

EnteringWarrantyClaimRepairLineItems105

SubmittingaWarrantyClaimforApproval110

RoadmapforCreatingaWorkOrderfromaPWA110

CreatingaPWAandWarrantyClaimfromaWorkOrder111

CreatingaWarrantyClaimfromaWorkOrder(withoutaPWA)111

UpdatingaWarrantyClaim111

AboutSupplierRecoveryClaims112

ProcessofReviewingandSubmittingDecisionsforSupplierRecoveryClaims113

FindingSupplierRecoveryClaimsThatRequireDecisions113

ApprovingSupplierRecoveryClaimLineItems114

RejectingSupplierRecoveryClaimLineItems114

SubmittingDecisionsforSupplierRecoveryClaims115

Index

6

SiebelDealerAdministrationGuideSiebelInnovationPack2016

1

What’sNewinThisRelease

What’sNewinSiebelDealerAdministrationGuide,SiebelInnovation

Pack2016

Nonewfeatureshavebeenaddedtothisguideforthisrelease.Thisguidehasbeenupdatedtoreflectonlyproductnamechanges.

7

SiebelDealerAdministrationGuideSiebelInnovationPack2016

What’sNewinThisRelease■

8

SiebelDealerAdministrationGuideSiebelInnovationPack2016

2

Overview

of

Siebel

Dealer

ThischaptercoversthedifferencesbetweenOracle’sSiebelDealerandOracle’sSiebelPartnerRelationshipManagement.Itincludesthefollowingtopics:

■

“AboutSiebelDealer”onpage9

■

“DifferencesBetweenSiebelDealerandSiebelPartnerRelationshipManagement”onpage10

■

“SiebelDealerPartnerPortalScreens”onpage12

■

“SiebelPartnerManagerandSiebelAutomotiveScreens”onpage13

■

“ActivatingWorkflowsforSiebelDealer”onpage13

■

“ChangingTypesofActivitiesDisplayedintheDealerDashboard”onpage15

■

“AddingNewDealers”onpage16

■

“RoadmapforAddingaNewDealer”onpage18

■

“SettingUptheTeamCalendar”onpage18

■

“AboutSharingDatawithDealers”onpage18

■

“Sales,Service,andMarketingwithSiebelDealer”onpage22

■

“AboutManagingYourDealers”onpage23

■

“AddedFunctionalityforDealers”onpage25

AboutSiebelDealer

SiebelDealerallowsvehiclemanufacturerstoworkwithdealersaseasilyastheyworkwithemployeesoftheirowncompany.SiebelDealeralsohelpsdealersmanagetheirownoperations.

TosetupSiebelDealer,themanufacturergoesthroughtheprocessofenrollingdealercompanies.Themanufacturercanaddthesecompanies’employeesorcanassignthistasktoadelegatedadministratorateachdealercompany.

Then,themanufacturercanshareopportunities,servicerequests,andotherbusinessinformationwithdealeremployeesinthesamewayasyoudowithyourownemployees.

■Themanufacturer’semployeesworkwiththisinformationusingSiebelPartnerManager,whichletsthemmanagethisinformationinthesamewaytheydousingSiebelAutomotive.

■DealeremployeesviewandworkwiththisinformationusingSiebelDealer.ThemanufacturercanalsouseSiebelPartnerManagerto:

■Sendalerts,informationaboutspecialpromotions,andWebmessagestodealers.

■Workcollaborativelywithdealerstodevelopplanstomeetstrategicgoals.

9

SiebelDealerAdministrationGuideSiebelInnovationPack2016

SiebelDealerAdministrationGuideSiebelInnovationPack2016

OverviewofSiebelDealer■DifferencesBetweenSiebelDealerandSiebelPartnerRelationshipManagement

■Analyzedealereffectiveness,forecastrevenue,managemarketdevelopmentfunds,andanalyzeperformance.

DealerscanalsouseSiebelDealerto:

■Keepalogofcustomerswhocomeintotheshowroom,andassignthesecustomerstosalesconsultants.

■Manageinformationaboutsalesopportunitiesandcustomers.

■Automaticallysendfollow-upmessagestocustomersaftersales.

■Automaticallynotifysalesconsultantswhentheymustcontactcustomerstofollowupaftersales.

■Setupsalesstepsthatsalesconsultantsfollowwhentheydealwithpotentialcustomers.

■Analyzeperformanceofsalesconsultants.

■Createyearlysalesbudgetsandmonthlysalesforecasts.

NOTE:Inadditiontomanufacturers,SiebelPartnerManagerisusefultolargedealergroups,whouseittoshareinformationwithconstituentdealerships.

DifferencesBetweenSiebelDealerand

SiebelPartnerRelationshipManagement

ThisdocumentcoversonlyfeaturesofSiebelDealerthataredifferentfromthefeaturesofSiebelPartnerRelationshipManagement.ItismeanttobeusedasasupplementtothedocumentationforSiebelPartnerRelationshipManagement,whichisinSiebelPartnerRelationshipManagement

AdministrationGuide.

Themostimportantdifferencesare:

■Terminology.SiebelPartnerRelationshipManagementAdministrationGuideusesthetermsbrandownerandpartner.Intheautomotiveindustry,brandownerreferstothemanufacturerortheOEM,andpartnerreferstothedealer.

■Cross-references.SiebelPartnerRelationshipManagementAdministrationGuideoftenrefersthereadertoSiebelApplicationsAdministrationGuideformoreinformation.ForSiebelDealer,inadditiontothesebooks,seeSiebelAutomotiveGuide.

■PartnerandDealerScreens.SiebelPartnerManagerhasseveralscreensthatletthebrandownermanageinformationaboutpartners.ForSiebelAutomotive,SiebelPartnerManagerincludestwoversionsofthesescreens,onedesignedspecificallyformanaginginformationaboutdealers,andtheotherdesignedformanaginginformationaboutotherpartners.Forexample:

■SiebelPartnerManagerhasaPartnerOperationsscreenthatletsyouviewsummaryinformationaboutpartneroperations.

■ForSiebelAutomotive,SiebelPartnerManagerhasaDealerOperationsscreenthatletsyouviewsummaryinformationaboutdealeroperations,whichisdifferentfromtheSiebelPartnerRelationshipManagementPartnerOperationsscreen.

10

OverviewofSiebelDealer■DifferencesBetweenSiebelDealerandSiebelPartner

RelationshipManagement

■ForSiebelAutomotive,SiebelPartnerManageralsohasaPartnerOperationsscreenthatletsyouviewsummaryinformationaboutotherpartners’operations,whichissimilartotheSiebelPartnerRelationshipManagementPartnerOperationsscreen.

■Addedscreensfordealeruse.InadditiontothescreensinSiebelPartnerPortal,SiebelDealerhasaddedscreensdesignedtoallowdealerstomanagetheiroperations,whichareavailableinSiebelDealerbutnotinSiebelPartnerPortal.Thesescreensinclude:

■ShowroomLog

■UnassignedOpportunities

■EmployeePerformance

■SalesStepAdministration

■YearlyForecast

■MonthlyForecast

■CampaignAdministration

■Addedscreensfortheautomotiveindustry.InadditiontothescreensinSiebelPartnerRelationshipManagement,SiebelDealerhasaddedscreenswithinformationspecifictotheautomotiveindustry,whichareavailableinbothSiebelPartnerManagerandinSiebelDealer.Addedscreensinclude:

■Vehicles

■VehicleAdministration

■Product

■SalesHistory

■ServiceHistory

■Modifiedscreens.ManyscreensthatareinSiebelPartnerRelationshipManagementaremodifiedtohaveaddedviewsandfieldswithinformationspecifictotheautomotiveindustry.ThesescreenshavethesameinformationinSiebelDealerasinSiebelAutomotive(assumingtheuserhasaccesstothatdata).ThesescreensarealsomodifiedinSiebelPartnerManagersotheyhavethesameinformationasinSiebelAutomotive.Modifiedscreensinclude:

■Activities

■Contacts

■Opportunities

NOTE:Apartfromtheaddedandmodifiedscreenslistedhere,otherscreensofSiebelDealerarebasedonscreensinSiebelPartnerRelationshipManagementforSiebelIndustryApplications.FormoreinformationaboutSiebelPartnerRelationshipManagementforSiebelIndustryApplications,seeSiebelPartnerRelationshipManagementAdministrationGuideAddendumforIndustryApplications.

ThedifferencesinterminologyandcrossreferencesdescribedaboveapplytotheentireSiebelPartnerRelationshipManagementAdministrationGuide.

Therestofthisdocumentdetailstheotherdifferencesdescribedabove,astheyapplytospecificchaptersofSiebelPartnerRelationshipManagementAdministrationGuide.

11

SiebelDealerAdministrationGuideSiebelInnovationPack2016

SiebelDealerAdministrationGuideSiebelInnovationPack2016

OverviewofSiebelDealer■SiebelDealerPartnerPortalScreens

SiebelDealerPartnerPortalScreens

TheoverviewchapterofSiebelPartnerRelationshipManagementAdministrationGuidedescribesthescreensofSiebelPartnerPortal.InSiebelDealer,anumberofscreensinSiebelPartnerPortalandSiebelPartnerManageraredifferentfromSiebelPartnerRelationshipManagement.InadditiontothescreensoftheSiebelPartnerRelationshipManagementpartnerportal,SiebelDealerpartnerportalhasthefollowingscreensthatareusedbythedealercompanytomanageitsoperations:

■ShowroomLog.Allowsdealerstoenterinformationaboutpotentialcustomerswhogetintouchwithdealerseitherthroughphone,bywalkingintotheshowroom,oranyothermedium.

■UnassignedOpportunities.Allowsdealerstoassignunassignedopportunitiestosalesconsultants.

■EmployeePerformance.Allowsdealerstoevaluateemployeeperformanceonactivitiesandopportunities.

■SalesStepAdministration.Allowsdealerstocreatesalesstepswhichsalesconsultantsfollowwhentheydealwithcustomers.

■YearlyForecast.Allowsdealerstoplantheirsalesforthenextyear.

■MonthlyForecast.Allowsdealerstoplantheirmonthlysales.

■CampaignAdministration.Allowsdealerstocreateandviewmarketingcampaigns.

InadditiontothescreensofSiebelPartnerRelationshipManagementpartnerportal,SiebelDealerpartnerportalhasthefollowingscreensthatareequivalenttoscreensinSiebelAutomotive:

■Vehicles.Providesinformationaboutvehicles.

■VehicleAdministration.Allowsuserstoadministerinformationaboutvehicles.

■SalesHistory.Tracksthehistoryofvehiclesalestoeachcustomer.

■ServiceHistory.Tracksthehistoryofvehicleservicetoeachcustomer.

TheProducts,Contacts,Opportunities,andServicescreensarealsodifferentinSiebelDealerthaninSiebelPartnerRelationshipManagement,becausetheyhaveviewsandfieldswithinformationthatisspecifictotheautomotiveindustry.

ThehomepageisalsodifferentinSiebelDealerthaninSiebelPartnerRelationshipManagement.SiebelDealerhastwohomepages:

■SalesManagerHomePage.IncludesMyActivities,MyTeam’sCalendar,andFacility'sMonthlySalesGoals.

■SalesConsultantHomePage.IncludesMyCalendarandMyGoals.

NOTE:Forthesehomepagestobevisible,thepositionofthesalesmanagermusthavethevalueManagerinitsTypefield,andthepositionofthesalesconsultantmusthavethevalueSalesRepresentativeinitsTypefield.

12

SiebelDealerAdministrationGuideSiebelInnovationPack2016

OverviewofSiebelDealer■SiebelPartnerManagerandSiebelAutomotiveScreens

SiebelPartnerManagerandSiebel

AutomotiveScreens

WhenyouworkwithSiebelDealer,youcanuseSiebelAutomotiveformanagingdealers.SiebelAutomotiveincludesthescreensthatarespecifictomanagingdealers,suchastheDealerAdministrationscreenandtheDealersscreen.

SiebelAutomotiveincludesthefollowingscreenswithinformationspecifictotheautomotiveindustry,whicharenotavailableinSiebelPartnerRelationshipManagement:

■Dealers.TheDealersscreenletsyourecordgeneralinformationaboutyourdealers.Italsohelpsyoumanageyourrelationshipwithyourdealers.Forexample,itletsyouworkwiththeDealerProfile,anditletsyouenterandlookupdealermanagementactivities,contacts,andhours.

■DealerOperations.TheDealerOperationsscreenletsdealermanagersattheOEMviewthetransactionaldataforagivendealer,togiveyouanoverallviewofthedealer'soperations.Youcanlookupadealer,andseeitsaccounts,contacts,opportunities,orders,quotes,andservicerequests.

■DealerAdministration.TheDealerAdministrationscreenletsyoudomuchoftheworkthatyoumustdotoaddanewdealercompany,suchasaddingarecordforthedealer,assigninguserIDsandpasswordstodealerusers,andapprovingandregisteringdealercompanies.Inthisscreenyoucancompletethenecessarystepstogetadealercompanystarted,includingcreatinganeworganizationandputtingitintheproperplaceinthehierarchy.Youcanalsoadministerdealeri