Oracle Siebel CRM 8 Installation and Management Install, configure, and manage a robust Customer Relationship Management system using Siebel CRM Alexander Hansal professional expertise distilled P U B L I S H I N G BIRMINGHAM - MUMBAI Oracle Siebel CRM 8 Installation and Management Copyright © 2010 Packt Publishing All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews. Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, Packt Publishing, nor its dealers or distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book. Packt Publishing has endeavored to provide trademark information about all the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information. First published: July 2010 Production Reference: 3260710 Published by Packt Publishing Ltd. 32 Lincoln Road Olton Birmingham, B27 6PA, UK. ISBN 978-1-849680-56-1 www.packtpub.com Cover Image by Tina Negus ([email protected]) Credits Author Editorial Team Leader Alexander Hansal Akshara Aware Reviewers Project Team Leader Michael Weigl Lata Basantani Tim Bull Project Coordinator Leena Purkait Acquisition Editor Amey Kanse Proofreader Aaron Nash Development Editor Dhwani Devater Graphics Geetanjali Sawant Technical Editor Ajay Shanker Production Coordinator Adline Swetha Jesuthas Indexer Monica Ajmera Mehta Cover Work Adline Swetha Jesuthas About the Author Alexander Hansal has worked for various companies and governmental institutions as IT instructor and consultant. He started as a Siebel CRM instructor for Siebel Systems Germany in 2001. After the acquisition of Siebel Systems by Oracle, Alexander continues to support European customers as an instructor and consultant for Siebel CRM and Oracle Business Intelligence. Strongly believing in the power of information sharing, Alexander regularly discusses Siebel CRM and Oracle BI related topics on his weblog (http://siebel- essentials.blogspot.com). I would like to express my gratefulness to the following wonderful fellow human beings. Without your contributions this book would not have been possible. Michael Weigl for his review work and for hiring me. Tim Bull for his invaluable input as native English speaker. Amey and Leena at Packt Publishing. All those dedicated people who contribute to the Siebel CRM community. About the Reviewers Michael Weigl holds master's degrees in physics and computer science. After having worked as a programmer for several years he has been a technical trainer for Digital Equipment, Siebel Systems, and Oracle, teaching programming languages, operating systems, network technology, databases, Siebel CRM, and finally Oracle BI. This has been interrupted by his participation in various programming projects, Siebel implementations, and end-user training opportunities. He is a happy father of two adult sons who fortunately have not followed him into the computer industry (although they of course love computer games). Tim Bull has been working with Siebel since joining the company in 1999. Starting life as a Siebel Administrator. He has worked as a consultant and is now a Principle Instructor for Oracle University developing and delivering technical courses in all aspects of Siebel CRM. For Sarah Table of Contents Preface 1 Chapter 1: Introducing the Siebel Web Architecture 7 The Siebel web architecture 8 The Siebel database 10 The Siebel File System 11 The Siebel Enterprise Server 12 The Siebel Gateway Name Server 13 The Siebel Server 13 The Application Object Manager (AOM) 14 Configuration parameters 15 Data Manager (DM) 15 Siebel Repository File (SRF) 15 Siebel Web Engine (SWE) 15 Siebel Web Templates (SWT) 16 The web server 16 The Siebel Web Server Extension 17 The browser and the Siebel user interface 19 Summary 21 Chapter 2: Planning and Preparing the Installation 23 Planning the Siebel CRM installation 24 Sample planning document 25 More planning information 26 Understanding hardware and software prerequisites 26 Sizing the Siebel deployment 27 Preparing the Siebel database 28 Creating the service owner account 30 Creating the Siebel File System root folder 32 Downloading the Siebel installation archives 32 Using a download management tool 34