1809 Siebel Release Training
Deployment Date: 9th September
Page 1 Copyright Telstra©
TOPICS: 1809 Siebel Release Training
Release Training IR IR TITLE Recommended
Duration
Order Estimator Updates 17037 A.46058872 Order Estimator Phase 2 12 minutes
Contact Authority Lifecycle A.46059350 Contact Authority Lifecycle
17116 10 minutes
Management Management
Always Connected Updates 18049 A.46053034 Project Always Connected Drop 3 10 minutes
NBN Order Single
18141 A.46058515 CR371 FTTC SC34 NBN Escalation 3 minutes
Serviceability Validation
TOPICS: Telstra Digital
Digital Topic Recommended
Duration
Smart Home Updates 3 minutes
Page 2 Copyright Telstra©
ORDER ESTIMATOR
UPDATES
Page 3 Copyright Telstra©
Order Estimator Phase 2
OVERVIEW
WHY ARE WE CHANGING?
• Standalone Foxtel orders are not currently supported by Order Estimator
WHAT’S CHANGING?
• From 9th September, OE will generate for Foxtel products and should be used as part of your
customer conversations
• A series of new email templates for Order Estimator will be used where the wording is tailored
to the customer’s order scenario (no action required – information only)
Page 4 | Siebel Release Training Copyright Telstra©
Order Estimator Phase 2
OVERVIEW
Order Estimator (OE) provides a summary of all the
associated charges covering everything your customer
has ordered including service activation dates and
technician visit appointments. This gives you the
opportunity to discuss and confirm the Order Estimate
details with your customer in a logical manner as you
move through the document.
You can see any Ongoing and Once-off Charges
here – this will include pro-rated monthly charges
The discussion is vitally important as it assists in
avoiding bill shock and customer callbacks
Copyright Telstra©
Order Estimator Phase 2
WHAT ORDER ESTIMATOR LOOKS LIKE
NEW!
Foxtel Charges
This section includes additional information related
to the customer’s order for Foxtel products and
services
Your Order Timeline
This section includes key events and milestones
associated with the order, including hardware
delivery, installation and service activation and
billing dates
Please ensure you read each line item and the corresponding
charge of the Order Estimator and the associated charges to
the customer
Copyright Telstra©
Order Estimator Phase 2
FOXTEL ORDER ESTIMATOR (SIEBEL ADVANCED/SIEBEL EXPRESS)
A new Order Estimator tab will be included in the Line Items menu. To generate an OE:
3Click the Document Files hyperlink to 1
Navigate to the Order Estimator view and
open the Order Estimator PDF file click the Generate button
2
Applicable to: Click OK on the Siebel pop up
• Foxtel Order Types message to proceed
Copyright Telstra©
Order Estimator Phase 2
EXCEPTIONS
There are some scenarios that won’t generate an Order Estimator. These are:
Scenario Outcome
Add new Standalone Foxtel service when No Order Estimator will be generated. You will receive an error message
converted across from Foxtel stating that Order Estimator is not valid for this order type
Disconnect Standalone Foxtel Service No Order Estimator will be generated. You will receive an error message
stating that Order Estimator is not valid for this order type
Any order or change to a Foxtel product No Order Estimator will be generated
or service that is performed outside of
Siebel
If a Modify order is processed in the You will receive an error message Order Estimate cannot be generated.
same month as a Foxtel service has This order contains a Foxtel service for which the information required to
been added generate the Order Estimate is not yet available in the billing system.
Please proceed to order submission
Copyright Telstra©
Order Estimator Phase 2
UPDATED EMAIL TEMPLATES
Order Estimator is attached and sent to the customer using scenario-specific email templates. These email templates
relate to the following scenarios:
Scenario Products Template
New product/plan/purchase All products Current Order Estimator email template
Recontract plan or product All products *New* email template for Recontract
Modify - Add/Remove a VAS or discount All products *New* email template for service modifications
product
Modify – Move order Fixed internet, wireline, nbn and Foxtel products *New* email template for move only
Transition nbn only *New* email template for nbn transition only
Remove Stay Connected Mobiles *New* email template for disconnecting Stay Connected
only
Disconnect of Smart Home Smart Home *New* email template for disconnecting Smart Home only
Pre-paid mobile to Post-paid Mobiles *New* email template for Pre to Post-Paid
Post-paid to Pre-Paid Mobiles Current email template for Post-Paid to Pre-Paid
Modify Change of Ownership All products *New* email template for change of ownership
Disconnect Order All products (exc. Smart Home and Stay Current email template for Order Estimator Disconnect
Connected)
New purchase of Plan or Recontract All products (TCW Only) Current email template for Paperless Contract Copyright Telstra©
Page 9 | Siebel Release Training
Order Estimator Phase 2
WHAT TO DO IF YOU NEED ASSISTANCE
If you need assistance, you should first go to the Order Estimator pages on OneSource and:
check the Troubleshooting tab
check the in-scope and out of scope order types & product types
check the product rules and pricing
If you still need help, you can
• submit a query via the OneSource Order Estimator Feedback Link
• email the OE Mailbox (! Order Estimator Deployment)
Copyright Telstra©
CONTACT AUTHORITY
LIFECYCLE MANAGEMENT
Page 11 Copyright Telstra©
Contact Authority Lifecycle Management
OVERVIEW
WHY ARE WE CHANGING?
• We need to keep contact authorities in Siebel up-to-date
• Contacts within a customer account don’t have a ‘lifecycle’ - once a contact is introduced as
an authority on a customer account, it stays in Siebel until a customer advises us to remove it
SO WHAT?
• We currently have around 9 million unverified contact relationships
• Around 7 million of these have not been verified in over 3 years – and a further million
contacts are going to enter this bracket very soon if we don’t change our processes
• Outdated contacts can lead to a privacy breach
Not managing Contact Authority contacts could be a
serious privacy issue for Telstra if the unwanted contact
is an abusive ex-partner, for example! Copyright Telstra©
Contact Authority Lifecycle Management
WHAT’S CHANGING?
We’re introducing capability in Siebel Advanced and Streamline to help remind you to validate a customer’s
contacts
Every time you talk to a customer, you should check the Contacts on the account to make sure they are still valid
and their details are correct
When you validate a customer contact, click the Contact Verified button, which will set the Relationship Verified
Date, and also the Relationship Expiry Date in 24 months
If a contact is removed or expired, you can now re-associate them with the account, but only if specifically
requested by a Legal Lessee
Copyright Telstra©
Contact Authority Lifecycle Management
WHAT’S CHANGING – SIEBEL ADVANCED
• The date fields are blank until you click the Contact Verified button
• This will set the Relationship Verified Date, and also the Relationship Expiry Date in 24 months
• The Expiry Indicator will turn red six months prior to the Relationship Expiry Date
Copyright Telstra©
Contact Authority Lifecycle Management
WHAT’S CHANGING – STREAMLINE
• The date fields are blank until you click the Verify Contact button
• This will set the Relationship Verified Date, and also the Relationship Expiry Date in 24 months
Page 15 Copyright Telstra©
Contact Authority Lifecycle Management
WHAT DOES THIS MEAN?
WHAT DOES THIS MEAN FOR YOU?
• As you see the alerts and the visual reminders, you’ll know what to look for and what to do!
• You’ll need check customer contacts every time you speak with a Legal Lessee and verify
contacts as needed
WHAT DOES THIS MEAN FOR OUR CUSTOMERS?
• It gives them confidence that only the contacts they are aware of and want to authorise can
make changes on their account
• Expired contacts can be made active again if requested by the Legal Lessee only
• When My Telstra is online the customers will be able to change these contacts themselves, but
we need to start working on this now
Note: Legal Lessee and Third Party CA types will not be affected by
this change and will not require additional verification
Copyright Telstra©
Contact Authority Lifecycle Management
CUSTOMER CONVERSATION
“We know our customer’s circumstances change over time, so we want to
ensure your authorised contacts are correct and up to date. Can I please
verify that you still want to authorise (contact first and last name) to act on
your behalf for a further 24 months?
You will be advised prior to the 24 months to verify these contacts again at
that time.”
“Why do I have to do this now?”
“We want to make sure that the correct people are able to act on your
behalf – if we do this now they will be valid for the next 24 months. Is that
OK?”
Copyright Telstra©
ALWAYS CONNECTED
UPDATES
Confidential and copyright of Telstra Corporation – not for redistribution
Page 18
Always Connected Updates
OVERVIEW
WHY ARE WE CHANGING?
• Currently in some situations you are able to continue with an order without populating the
modem serial number, which can cause shipping of multiple modems if there are any issues
that cause the order to become stuck
• We need to make sure customers are only receiving one modem, so we’re introducing
automatic checks to prevent duplicates being shipped
Confidential and copyright of Telstra Corporation – not for redistribution
Page 19 | Siebel Release Training
Always Connected Updates
WHAT DOES THIS MEAN – SERIAL NUMBER VALIDATION
WHAT’S CHANGING?
• When you’re working within Product Configurator and click the Done button, Siebel will check if
there’s a serial number in place, and, if there isn’t, you’ll see a warning prompting you to add
the details
This change applies to stores with
Confidential and copyright of Telstra Corporation – not for redistribution
Walk Out Working capabilities only
Always Connected Updates
WHAT DOES THIS MEAN – DUPLICATE DISPATCH
WHAT’S CHANGING - SIEBEL ADVANCED
• When you go to ‘Hardware Shipment View’ Siebel will check if a modem has already shipped
to the customer. If it has, the Hardware Supplied flag will be changed to Yes automatically
and you won’t be able to change it again
Confidential and copyright of Telstra Corporation – not for redistribution
Always Connected Updates
WHAT DOES THIS MEAN – DUPLICATE DISPATCH
WHAT’S CHANGING - SIEBEL EXPRESS
• You’ll see a new ‘Check Duplicate Dispatch’ button in the Hardware Shipment view which you
must click prior to entering shipping details. When you click the button, Siebel will check if a
modem has already shipped to the customer. If it has, the Hardware Supplied flag will be
changed to Yes automatically and you won’t be able to change it again
Confidential and copyright of Telstra Corporation – not for redistribution
Always Connected Updates
WHAT DOES THIS MEAN – DUPLICATE DISPATCH
WHAT’S CHANGING - STREAMLINE
• When you expand the Delivery details accordion Streamline will check if a modem has
already shipped to the customer. If it has, the Hardware Supplied flag will be changed to Yes
automatically and you won’t be able to change it again
Confidential and copyright of Telstra Corporation – not for redistribution
Always Connected Updates
WHAT DOES THIS MEAN – DUPLICATE DISPATCH
WHAT IF SIEBEL GETS IT WRONG?
• If you do need to send a modem and are unable due to these changes, you will always have
the option of being able to send a modem on a Hardware Only Order – so in that scenario,
you would proceed with the order (minus modem) and send the modem separately
• The checks that Siebel undertakes do look directly at the logistics information, so if you have
any issues with a modem being flagged as shipped incorrectly, please let us know!
Confidential and copyright of Telstra Corporation – not for redistribution
NBN ORDER SINGLE
SERVICEABILITY
VALIDATION
Page 25 Copyright Telstra©
NBN Order Single Serviceability Validation
OVERVIEW
WHY ARE WE CHANGING?
• Currently you can customise a new nbnTM order before Single Serviceability has been
performed
SO WHAT?
• For FTTC and HFC technology types, this is causing issues as NCD/NTD devices required for
the installation are not always ordered
• This is because the installation options are added to the order after Single Serviceability is
performed
Copy and Revise orders are not affected by this change
Copyright Telstra©
NBN Order Single Serviceability Validation
WHAT’S CHANGING? (SIEBEL ADVANCED ONLY)
• You’ll only be able to customise orders after Single Serviceability has been run
• In the Line Items view, when an order has a tech type of FTTC or HFC, a validation message
will appear if you click the Customize button and this has not occurred
• This message will appear in standalone and bundle orders
Copyright Telstra©
Telstra Digital
Page 28 Copyright Telstra©
SMART HOME
UPDATES
Page 29 Copyright Telstra©
Smart Home Refresh
OVERVIEW
As part of our ongoing improvements of the Telstra Digital experience, we are making several
changes to the Smart Home product and how it’s presented to our customers:
• We’re introducing three new plans
• We’re updating the customers’ view in My Account and the 24x7 app to show their new Smart
Home plan and kit separately
• We’re including download links for the Smart Home app
(Google and Apple App Stores) and removing the web portal
link
Copyright Telstra©
Smart Home Refresh
WHAT DOES THIS MEAN FOR YOU?
Here’s more about what you need to know:
• Three new plans (S, M and L) are being introduced to allow customers wider choice in their
Smart Home solution
• Separating the subscription and device payments adds clarity for customers, and simplifies
product lifecycle management for us
• These changes are being implemented to drive customer adoption, and, as a result, we are
expecting to see more customers interested in Smart Home and needing your help!
Copyright Telstra©
Thank you
Page 32 Copyright Telstra©
