Siebel Case Management for Public Sector

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Course Overview

In Siebel Public Sector training course Participants learn to apply general Siebel Customer Relationship Management (CRM) features to the Public Sector application. Tasks include adminstrative (set up) tasks as well as end-user (agent) tasks.

Course Content

Siebel Case Management Introduction

  • Data entities involved in case and incident processing
  • Overall Siebel application architecture and principles
  • Benefit and investigative cases

Navigation, Data Manipulation, and Queries

  • Navigate the application interface
  • Create, edit, and delete records
  • Formulate and run queries to locate information

Access Control

  • How data is controlled within the application
  • Responsibilities, positions, divisions, organizations, and users

Case Creation

  • Manually creating cases
  • Using iHelp and Task UI to create cases

Programs, Benefits, and Service Plans

  • Creating programs and benefits
  • Determining eligibility and awarding benefits and payments
  • Using Oracle Policy Automation (OPA)
  • Performing assessments
  • Establishing service plans and goals
  • Using effective dating
  • Managing change of circumstance (CoC)

Managing Cases

  • Performing validation checks
  • Performing quality assurance (QA) reviews
  • Using activity plans
  • Securing approvals
  • Assigning and routing cases
  • Allocating time spent on cases
  • Processing appeals

Additional Features

  • Administering list of values (LOVs)
  • Creating and using state models
  • Running and scheduling reports
  • Activating worfklows

Using the Public Sector Portals

  • Using the Public Sector eService (citizen) portal

Customer Reviews

Thanks to Xpertised and the tutor who walked me through all the topics with Practical exposure which is helping me in my current project.

Course was quite helpful in terms of understanding of concepts and practicality. Its really a very friendly environment to learn. The timing were mutually chosen, as we both are working professional. I am quite satisfied with the course.


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