Oracle相關(guān)文檔-Siebel詳細說明書-BusProcFramework

April2016Copyright?2005,2016Oracleand/oritsaffiliates.Allrightsreserved.ectualpropertylawsExceptasexpresslypermittedinwedbylawyoumaynotusecopyreproducetranslatebroadcastnsmitdistributeexhibitperformpublishordisplayanypartinanyformorbyrinteroperabilityisprohibitedTheinformationcontainedhereinissubjecttochangewithoutnoticeandisnotwarrantedtobeerrorfree.Ifyoufindanyerrors,pleasereportthemtousinwriting.heUSGovernmentthefollowingnoticeisapplicablersoftwarepursuanttotheapplicableFederalAcquisitionRegulationandcyspecificsupplementalregulationsAssuchuseduplicationdisclosuremodificationandhardwareandordocumentationshallbesubjecttolicensetermsandlicenserestrictionsapplicabletotheprogramsNootherrightsaregrantedtotheU.S.Government.reorhardwareisdevelopedforgeneraluseinavarietyofinformationmanagementnherentlydangerousapplicationsincludinglberesponsibletotakeallappropriatefailsafebackupredundancyandditsaffiliatesdisclaimanyliabilityforanydamagescausedbyuseofthissoftwareorhardwareindangerousapplications.egisteredtrademarksofOracleandoritsaffiliatesOthernamesmaybetrademarksoftheirrespectiveowners.ionalIncAMDMicroDevices.UNIXisaregisteredtrademarkofTheOpenGroup.ThissoftwareorhardwareanddocumentationmayprovideaccesstoorinformationoncontentrtycontentproductsandservicesntbetweenyouandOracleOracleCorporationandandOracle.bilityilityvisittheOracleAccessibilityProgramwebsiteathttp//pls/topic/lookup?ctx=acc&id=docacc.sstoOracleSupportOraclecustomersthathavepurchasedsupporthaveaccesstoelectronicsupportthroughMyOracleSupport.Forinformation,visit/pls/topic/lookup?ctx=acc&id=infoorvisit/pls/topic/lookup?ctx=acc&id=trsifyouarehearingimpaired.ContentsChapter1:What’sNewinThisReleaseChapter2:OverviewofSiebelTaskUIAboutSiebelTaskUI11ComparisonofSiebelTaskUItoOtherTechnologies14AboutPredefinedTaskUIs16ExaminingtheLogicofaTaskUI16AbouttheTaskEditor17Chapter3:ScenarioforDevelopingaTaskUIOverviewofScenarioforDevelopingaTaskUI21ExampleofDevelopingaTaskUI22DeterminingImprovementRequirements22DesigningtheTaskUI23DevelopingtheTaskUI27TestingtheTaskUI28ImplementingtheTaskUI29Chapter4:SiebelTaskUIUserInterfaceElementsAbouttheTaskPane31ContextPane32CurrentTaskPane34TaskGroup36TaskChapter38AbouttheTaskView39TaskApplet40TaskPlaybarApplet41RadioButtonGroup45AppletMessage46HowTaskUIUsestheDashboardandUniversalInbox47PersistentDashboard47UniversalInbox473SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack32016Contents■Chapter5:UsingtheDevelopmentEnvironmenttoDevelopaTaskUIDisplayingObjectTypesYouUsetoDevelopaTaskUI50UsingtheTaskEditor51OpeningtheTaskEditor51AddingaSteptoaTaskUI52AbouttheTaskProperty52TaskPropertyandthePropertySet52ArgumentsofaTaskStep54SystemandCustomTaskProperties56HowaSubtaskUsesaTaskProperty58ViewingSystemTaskPropertiesofaTaskUI58UsingtheTasksList59LocatingaTaskUIintheTasksList60UsingtheWF/TaskEditorToolbar60DisplayingtheWF/TaskEditorToolbar61RevisingaTaskUI62ExpiringaTaskUI62PublishinginLocalMode63WizardsYouUsetoCreateaTaskUI63Chapter6:CreatingStepsandConnectorsOverviewofStepTypes66CreatingaStartStep67CreatingaTaskViewStep67ControllingtheDisplayNameofaStep69CreatingaSiebelOperationStep70IdentifyingtheBusinessComponentFieldforaSiebelOperationStep71CreatingaBusinessServiceStep72CreatingaDecisionPoint73CreatingaSubtaskStep73CreatingaCommitStep75CreatinganErrorStep76CreatingaCustomErrorMessage77CreatinganEndStep77CreatingaConnector784SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack2016Contents■CreatingaBranchConnector78CreatingaConditiononaBranchConnector79CreatinganErrorExceptionConnector81CreatingtheArgumentsofaTaskStep82CreatinganInputArgumentonaTaskStep82CreatinganOutputArgumentonaTaskStep82CreatingaTaskProperty83Chapter7:DevelopingaTaskUIRoadmapforDevelopingaTaskUI85ProcessofCreatingaTaskUI85PreparingSiebelToolstoCreateaCustomTaskUI86CreatingaCustomTaskUI86DiagrammingaTaskUI88CreatingaTaskView88BindingaTaskViewtoaTaskViewStep91CreatingaTaskGroup92AddingaTaskGrouptoaView93RefiningaTaskUI94DevelopingaTaskUIThatUsesTransientData95OverviewofTransientData96DeterminingifYouMustUseaTransientBusinessComponent97CreatingaTransientBusinessComponent98CreatingaTaskApplet100TransferringDatawithaTransientBusinessComponent101GuidelinesforUsingaTransientBusinessComponent103AbouttheMultirecordTransientBusinessComponent104Chapter8:ExamplesofDevelopingaTaskUIExampleofModifyingaPredefinedTaskUI107ActivatingtheTaskUIsandSubtasks107AddingtheProductDatafortheAssettoContractTask108VerifyingtheFunctionalityoftheAssettoContractTask109ExampleofDevelopingaTaskUIThatAssistswithAddinganOpportunity110CreatingandDiagrammingtheTaskUI111CreatingtheApplet112CreatingtheTaskView114BindingtheTaskViewTotheTaskViewStep115ControllingtheButtonsofthePlaybarApplet115SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack52016Contents■CreatingtheTaskGroup116VerifyingtheTaskUI117ExampleofDevelopingaTaskUIThatAssistswithAddinganOpportunityandanActivity118CreatingandDiagrammingtheTaskUI118CreatingtheTransientBusinessComponent119CreatingthePicklist120CreatingtheTaskApplet121AddingtheTaskApplettotheView122CreatingtheTaskView123RevisingtheTaskUI124CreatingtheConditionCriteria126VerifyingtheFunctionalityoftheTaskUI127ExampleofDevelopingaTaskUIThatAssistswithAddinganAccountandaServiceRequest128CreatingandDiagrammingtheTaskUI129CreatingtheApplets131CreatingtheTaskViews133BindingTaskViewsToTaskViewSteps135ControllingtheButtonsofthePlaybarApplet135CreatingChaptersfortheTaskUI136CreatingtheTaskGroup137VerifyingtheTaskUI138RapidPrototypingtheLayoutofanApplet139ExampleofDevelopingaTaskUIThatAssistswithCreatingMultipleOpportunitiesCreatingtheTransientBusinessComponent140CreatingtheBusinessService141CreatingandDiagrammingtheTaskUI144CreatingtheTaskApplet145CreatingtheTaskView146BindingtheTaskViewtotheTaskViewStep147ControllingtheButtonsofthePlaybarApplet147CreatingtheTaskGroup147VerifyingtheTaskUI148Chapter9:Testing,Troubleshooting,Deploying,andAdministeringaTaskUIProcessofTestingaTaskUI151ValidatingaTaskUI151UsingtheTaskDebugger1526SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack2016Contents■VerifyingFunctionalityofaTaskUI154ModifyingHowSiebelCRMLogsDataDuringTesting155TroubleshootingaTaskUI159TaskUIDoesNotDisplayintheTaskPane160RecordContextIsLost160BuildViewErrorsOccurwithTaskUI162TroubleshootingOtherErrors162DeployingandMigratingaTaskUI163ProcessofDeployingaTaskUI164MigratingaTaskUI167ReplicatingaTaskUItotheSiebelMobileWebClient170AdministeringaTaskUI171UsingtheTaskInstanceMonitor171UsingTaskReports174AllowingTaskTransfer175TransferringaTaskInstance175DeactivatingaDeployedTaskUI176DeletingaDeployedTaskUI176DeletingaTaskInstanceFromtheInbox177RemovingTemporaryDataAfteraTaskUIFinishes177ConfiguringSiebelCRMtoResolveTaskTransactionConflicts178Chapter10:CustomizingTaskUIStartingaTaskUI181CreatingaButtontoStartaTaskUI181CreatingaMenuItemtoStartaTaskUI182CreatinganiHelpLinktoStartaTaskUI183CreatingaWorkflowProcesstoStartaTaskUI184CreatingaScripttoStartaTaskUI184ResumingaPausedTaskUI187CreatinganAssociationThatAllowstheUsertoResumeorTransferaPausedTaskUIProcessofCreatingaViewThatAllowsaUsertoTransferaPausedTaskUI189ModifyingaTaskUItoDisplayaMessageThatIsSpecifictoaTaskInstance192CreatingaSubtask193DefiningtheContextforaTaskStep193CreatingaTaskEvent195CreatingInputArgumentsandOutputArgumentsforaTaskEvent197UsingaBusinessServiceSteptoCallaWorkflowProcess199SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack72016Contents■OtherOptionsforCustomizingaTaskUI200SpecifyingtheOperationsThatUsersCanPerforminanApplet200CreatingaTaskChapter201CreatingaRadioButtonGroup202CreatinganAppletMessage204ReusingaStandardApplet206HidingtheTaskPane207EnablingtheTaskProgressIndicator208Chapter11:GuidelinesandTechniquesforDevelopingaTaskUIGuidelinesforDevelopingaTaskUI211GuidelinesforOrganizingtheTaskFlow211GuidelinesforDesigningTaskFunctionality212GuidelinesforDesigningUserInterfaceElements213GuidelinesforaMultilingualTaskUI217GuidelinesforUsingaBusinessService217TechniquestoImprovetheUsabilityofaTaskUI218SplitViewTechnique218OptionalViewTechnique219MixedViewTechnique220MixedAppletTechnique220BusinessComponentMethodTechnique221RefineQueryTechnique222CommitInterimDataTechnique223OtherUsabilityTechniques224BusinessComponentFieldsThataTaskUICanModify225AboutTaskTransaction225AboutEventHandling228OperationsThatCallanEventHandler229AboutEventLogging232AboutTaskMetrics234GlossaryIndex8SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack820161What’sNewinThisReleaseWhat’sNewinSiebelBusinessProcessFramework:TaskUIGuide,SiebelInnovationPack2016Nonewfeatureshavebeenaddedtothisguideforthisrelease.Thisguidehasbeenupdatedtoreflectonlyproductnamechanges.9SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack92016What’sNewinThisRelease■10SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovation102016SiebelSiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack20162OverviewofSiebelTaskUIThischapterdescribesanoverviewofOracle’sSiebelTask-basedUserInterface(SiebelTaskUI),whichispartoftheSiebelbusinessprocessframework.Itincludesthefollowingtopics:■AboutSiebelTaskUIonpage11■AboutPredefinedTaskUIsonpage16■AbouttheTaskEditoronpage17AboutSiebelTaskUISiebelTaskUIcustomizesbusinessprocessautomationtointeractionsthatoccurwiththeuser.Ajobtaskisamultiplestep,interactiveprocedurethattheuserperformstocompleteabusinessfunction.Creatinganewaccountandthenaddinganewservicerequesttotheaccountisanexampleofabusinessfunction.Ajobtaskcanincludebranchinganddecisionlogic.AtaskUIisauserinterfacethatguidestheuserincompletingaseriesofstepsinajobtask.Similartoawizard,thetaskviewincludesaplaybarthatallowstheusertoproceedthroughthejobtaskinastepwise,guidedfashion.SiebelTaskUIincludesthefollowingfeatures:■Guidestheuserthroughthejobtaskinastepwisefashion■Supportsforwardandbackwardnavigationthroughthejobtask■AllowstheusertopauseandresumethejobtaskThesefeaturescansupporttheuserincompletingajobtaskthatisnotfamiliar,andcanhelpincreaseuserefficiency.SiebelTaskUIallowstheusertoswitchbetweenmultiplejobtasks,andincreasesefficiencywithcompletingfamiliarjobtasks,especiallyinmultitaskingenvironmentsandinenvironmentsthatarepronetointerruption.AtaskUIincludesasetofoperationsthatasingleuserperforms,suchasaddinganaccount.YoucanalsoconfigureataskUIasastepinoneormoreSiebelworkflowprocesses.AtaskUIcanbepartofabusinessprocessthatcrossesmultiplejobroles,suchastheworkflowprocessthatroutesanexpensereportthroughmultiplelevelsofreviewandapproval.AtaskUIcanhelpdefineintegrationwithanexternalsystem,suchassettingupandprovisioninganaccount.ComparisonofSiebelTaskUItoSiebelCRMUIAtaskviewtypicallyincludesfewerfields,controls,andappletsthanastandardview.Thetaskviewremovesthecomplexitythattheuserdoesnotrequiretofinishajobtask.AtaskUIsimplifiestheinterfaceandreducesthepotentialformistakes.11OverviewofSiebelTaskUI■AboutSiebelTaskUIStandardviewscomepredefinedwithSiebelCRM.Theuseraccessesthemtodoawidevarietyofbusinessfunctions.Itcanincludeaform,list,tree,orchartapplet,andtheusercanuseavarietyofnavigationtechniquestonavigatethroughrecords.Forexample,theusercanuseascrollbar,screentab,oradropdownlist.Astandardviewcanincludeasupersetofthefieldsandcontrolsthattheusermustusetocompleteabusinessfunction.AstandardviewprovidestheuserwithsignificantfunctionalityandcapabilitytonavigateaSiebelapplicationandtomodifydata,sothisviewrequiresthattheuserpossessknowledgeandskillsabouthowtousethisview.Moreoptionsareavailable,soitismorelikelythattheusermightmakeamistake.ExampleofaTaskUIViewFigure1includesanexampleofaviewinataskUIinaSiebelapplication.Theusercanusethisviewtoaddanaccountandthenaddaservicerequesttothenewaccount.ThistaskUIprovidesstepwise,guideddirectionwithbackwardandforwardcapability.Figure1.ExampleofaTaskUIView12SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovation122016OverviewofSiebelTaskUI■AboutSiebelTaskUIExampleofaStandardViewFigure2includesthestandardviewthattheuseraccessestomanageaccounts.Thepowertousenumerousfieldsthatreferencetheunderlyingdata,andthemanynavigationoptionsavailable,resultinaninterfacethatrequiresmoreskillandknowledgetouseaccurately.Figure2.ExampleofaStandardViewinaSiebelApplicationFeaturesandBenefitsofSiebelTaskUISiebelTaskUIincludesthefollowingfeaturesandbenefits:■Providesdirectforwardandbackwardnavigationthroughmultiplescreensandviews.■Improvesefficiencythroughnextstepcapability.■Standardizesabusinessprocess.■Providesguidanceandsupportinginformationthatassiststheusertoaccuratelycompleteacomplexbusinessprocess.Forexample,theusercanusecommunicationfeaturesinataskUItodoafinancialrequirementsanalysis.SiebelTaskUIcanapplythelogicrequiredtodotheanalysisandthenofferrecommendationsthattheusercanselltothecustomer.■Incorporatescomplexbusinesslogictodeterminetherequiredsequenceofactivitiesandcontentthattheuserrequiresateachstepinabusinessprocess.Forexample,youcanconfigureataskUItodisplayupgradeorupsellproductsaccordingtothegeographyandcurrentproductsthatthecustomeruses.SiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack132016SiebelSiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack2016OverviewofSiebelTaskUI■AboutSiebelTaskUI■Usesvalidationtoenforcerulesthatabusinessprocessrequires.Forexample,ataskUIcanmakesureacustomerprovidesawrittenstatementoffactwithin14daysofopeningacreditcarddispute.Otherwise,SiebelCRMautomaticallyclosestherecord.■IntegratesexternaldataorservicesintoataskUI.Forexample,callinganexternalcreditprogramtodeterminecreditworthinessofanapplicantonacreditapplication,andthensubmittingidentificationinformationtothecustomermasterdatabaseforvalidation.■CoordinatesmultipleactionsinalogicaltransactionthatmustfinishsuccessfullyorthatSiebelCRMmustcompletelyrollback.Forexample,transferringfundsbetweenfinancialaccounts.■AllowstrackingandanalysisofdataforataskUIthroughtightintegrationwithOracleBusinessceoOtherTechnologiesSiebelTaskUIistheonlytechnologythatsupportsalong-runningtransactionwhencomparedtootherUItechnologies.SiebelTaskUIiscloselyintegratedwithSiebelWorkflow.YoucannotuseSiebelTaskUIwithacustomerfacingapplication.ItrequiresaHighInteractivity(HI)clientthatsupportsActiveX.Table1comparesfeaturesbetweenSiebelTaskUIandotherUItechnologies.Table1.ComparisonofSiebelTaskUItoOtherUITechnologiesFeaFeatureEmployeefacingSiebelMSiebelCRMUIcommendedSiebelTaskUIHelpSmartScriptWebChannelrecommeCustomerfacingEncapsulatesbusinessicomeomeAllAllAllIntegrationwithSiebelWorkflowomeomemeLimitedIntegrationwithUniversalInboxomeGoodmeSupportforlong-runningtransactionPerformanceandscalabilityoverheadomeeme14SiebelSiebelBusinessProcessFramework:TaskUIGuideSiebelInnovationPack2016OverviewofSiebelTaskUI■AboutSiebelTaskUIlogySiebelTaskUIcanprovideadesirablereturnoninvestmentifyouuseittosupportabusinessprocess,butitisnotauniversalanswertoeverybusinessprocess.Itisimportantthatyoucarefullyconsiderthefactorsdiscussedthatthisbookdescribes,includingthetrade-offsandbenefitsthatataskUIprovides.AtaskUIincorporatesbusinesslogicandaguideduserinterface,improvingperformanceandscalabilitywhencomparedtoastandardviewthatisdesignedfortheadvanceduser.SiebelTaskUIisanappropriatetechnologytousetosupportabusinessprocessthatincludesanyofthefollowingrequirements:■Employeefacing■Nontrivial■Transactional■TightintegrationwithabusinessprocessOtherUITechnologiesTable1onpage14describestradeoffsbetweenfeaturesforotherSiebeltechnologies.Forexample,SmartScriptprovidesbetterintegrationwithUniversalInbox,butatthecostofsignificantperformanceoverheadandthecostofdevelopingandmaintainingascriptedsolution.Forthisreason,SmartScriptmightbeamoreappropriatetechnologythanSiebelTaskUItosupportauserwhomustreviewanexpensereport.Reviewinganexpensereportrequiressimple,nontransactionaltasksthatdemandtightintegrationwithUniversalInboxandisperformedrarelyenoughsoasnottojeopardizescalabilityoftheentiresystem.TheSiebelCRMUIismoreappropriatetosupportasimpletaskthatanexperienceduserfrequentlyperforms.iHelpsupportstheSiebelCRMUIforsimpletasks,tasksthattheuserfrequentlyperforms,ortasksthatanoviceuserperformsorauserwhoonlyperformsthetaskoccasionally.WebChannelisthepreferredtechnologyforanimplementationthatrequiresacustomerfacinguserinterfacethatincludesaspecificlookandbehavior.ComparisonofSiebelTaskUItoSiebelWorkflowAtaskUIinvolvesatleastonetaskviewstepwhereauserentersdata.AtaskUIguidestheuserexperiencetoaccomplishaspecificbusinessfunction.Itissynchronousandtightlyboundtoauserinterface.TheinteractionsinataskUIaretheresultofauserwhoexplicitlyclickstheNext,Previous,Pause,andCancelbuttonstonavigatethroughthetaskUI.Aworkflowprocessisabusinessprocessthatcanencapsulateaseriesoftasks.Aworkflowprocessisnotrequiredtobesynchronousanddoesnotneedtoinvolveauserinterface.Aworkflowprocesscanstartandstopinreplytoacallfromanothersystem.Ifaworkflowprocessincludesanonlinecomponentthatinvolvesengagementwithauser,thenyoucanconfigureSiebelCRMtocallataskUIintheworkflowprocessthatsupportsthisengagement.15OverviewofSiebelTaskUI■AboutPredefinedTaskUIsAboutPredefinedTaskUIsApredefinedtaskUIisataskUIthatcomesalreadydefinedwithaSiebelapplication.BeforeyoucreateanewtaskUI,youcanexaminepredefinedtaskstodetermineifoneexiststhatmeetsyourdesignrequirements,orthatyoucanmodifytomeetyourrequirements.Predefinedtasksarethetasks