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Siebel CRM 8.1.

1
Planned Features

October 2008
PURPOSE STATEMENT
This document provides an overview of features and enhancement included in Oracle’s Siebel
CRM 8.1.1 release. It is intended to help you assess the business benefits of upgrading to Siebel
CRM 8.1.1, and to plan future business and IT projects.

DISCLAIMER
This document in any form, software or printed matter, contains proprietary information that is
the exclusive property of Oracle. Your access to and use of this confidential material is subject to
the terms and conditions of your Oracle Software License and Service Agreement, which has been
executed and with you agree to comply. This document and information contained herein may not
be disclosed, copied, reproduced or distributed to anyone outside Oracle without the prior written
consent of Oracle. This document in not part of your license agreement nor can it be incorporated
into any contractual agreement with Oracle or its subsidiaries or affiliates.
This document is for informational purposes only and is intended solely to assist you in planning
for the implementation and upgrade of the product features described. It is not a commitment to
deliver any material, code, or functionality, and should not be relied upon in making purchasing
decisions. The development, release, and timing of any features or functionality described in this
document remains at the sole discretion of Oracle.
Due to the nature of the product architecture, it may not be possible to safely include all features
described in this document without risking significant destabilizations of the code.

Siebel CRM 8.1.1 Planned Features Page 3


Contents

Siebel CRM 8.1.1 Planned Features General Functionality ........................ 6


Siebel CRM 8.1.1 Overview ........................................................................ 6
Industry-Driven CRM.................................................................................. 7
Siebel Contact Center & Service, Multichannel Products ...................... 7
Siebel Customer Order Management ...................................................... 17
Siebel Enterprise Marketing Suite ............................................................ 27
Siebel Loyalty............................................................................................... 38
Siebel HelpDesk.......................................................................................... 66
Siebel Partner Relationship Management................................................ 69
Siebel Reports.............................................................................................. 75
Siebel Self-Service ....................................................................................... 89

Industry-Specific Functionality ................................................................... 119


Siebel Communications, Media, and Energy ........................................ 119
Siebel Financial Services .......................................................................... 129
Siebel Life Sciences................................................................................... 132
Siebel Public Sector ..................................................................................137

Oracle Business Intelligence Applications................................................. 143


Oracle business intelligence applications .............................................. 143

Oracle Master Data Management (MDM) ................................................ 151


Oracle Master Data Management (MDM)............................................ 151
Enhanced Siebel Data Quality ................................................................ 151
Data Watch and Repair............................................................................ 153

Platform Support........................................................................................... 158


Siebel Enterprise Server Platforms......................................................... 159
J2EE Application Servers........................................................................ 159
Siebel Web Server Platforms................................................................... 159
Siebel Database Server Platforms........................................................... 160
High Interactivity-Mode Clients............................................................. 161
Standard Interactivity-Mode Clients ...................................................... 161

Siebel CRM 8.1.1 Planned Features Page 4


Standard Handheld Clients...................................................................... 162
Language Support..................................................................................... 163

Siebel CRM 8.1.1 Planned Features Page 5


Siebel CRM 8.1.1 Planned Features
General Functionality

SIEBEL CRM 8.1.1 OVERVIEW


Oracle’s Siebel Customer Relationship Management 8.1.1 release introduces
another evolution in Siebel’s industry-leading business applications. This newest
release underscores Oracle increased commitment to the Applications Unlimited
plan to continue providing enhancements to current Siebel, PeopleSoft, Oracle E-
Business Suite, JD Edwards EnterpriseOne and JD Edwards World customers.
With Siebel CRM, Oracle plans to introduce major enhancements designed to
transform your customer-facing sales and service strategies while realizing
increased profitability with customer loyalty and marketing functionality.
For organizations wishing to improve business agility, Siebel CRM builds upon the
service oriented architecture (SOA) architecture introduced in release 8.0 by
supporting more open standards with enhanced Web services and Fusion
Middleware platform support.
This planned features document provides a preliminary overview of the primary
enhancements for Siebel CRM with several themes guiding the development of
this next-generation release:
 Manage customers consistently across channels and capture
increased revenue by extending your Web strategy with new customer-
facing enhancements using Siebel eCommerce and Siebel eSupport
applications.
 Increase customer loyalty and profitability by delivering relevant and
timely customer programs with enhanced Web/e-mail tools in Siebel
Marketing and Siebel Loyalty applications.
 Improve business agility with open standards leveraging Fusion
Middleware technology and Web services to develop a true SOA
environment for extending your CRM investments.

Siebel CRM 8.1.1 Planned Features Page 6


INDUSTRY-DRIVEN CRM
Beginning with Siebel CRM 8.1.1, Oracle’s Siebel CRM will be focusing product
innovation, research and development, and integration investments on Siebel CRM
Industry Applications. Customers of Siebel industry-specific products will benefit
from new and deeper, more industry-specific enhancements for Siebel CRM
products.
Customers who purchase Siebel CRM are encouraged to take advantage of our
strategic investment direction by selecting and implementing Siebel CRM – Siebel
Industry Applications (SIA) during purchasing, license key selection, and
implementation.
Existing customers who have purchased Siebel CRM Cross-Industry Applications1,
or who seek cross-industry solutions can continue to benefit from rich features and
capability delivered in their Siebel Enterprise Applications products up through
and including Siebel CRM 8.1.1. In future releases, Cross-Industry Application
customers will be able to upgrade to a comparable ‘industry-based’ offering –
delivering comparably robust capability along with the advantage of easier uptake
of new Siebel CRM products.

SIEBEL CONTACT CENTER & SERVICE, MULTICHANNEL PRODUCTS

Siebel Advanced Email Agent


Siebel Advanced Email Agent is an enhanced version of the Siebel eMail Response
feature. It enables users to effectively manage emails within Siebel application,
while focusing on customer information management. It provides an intuitive user
interface for agents to work on email-related customer interactions and provides
embedded Siebel features for tracking, and attaching customer data from other
screens/views.

Expanded Email Response Editor View

The new look improves the screen “real estate” available for outgoing mails, and
also will have an option of going through related incoming mail in the same view.
Users will get a wider outgoing message applet for replying to emails. The
next/previous buttons will remain in the inbound applet. The user can navigate to
the next incoming mail by clicking the next/previous buttons. The outgoing
message applet is displayed below the incoming message applet. Attachments will
be displayed at the very bottom.

1Cross-industry customers are specifically identified as those who have purchased,


selected, and implemented Siebel CRM – Siebel Enterprise Applications (SEA), Siebel
CRM – Horizontal Applications (HRZ), or Siebel Professional Edition products.

Siebel CRM 8.1.1 Planned Features Page 7


Fig. 1 – Siebel Advanced Email Agent screen, showing incoming and outgoing emails

Outgoing Attachments

A new outgoing attachment applet has been added to display the outgoing
attachment list. Users can easily manage (add, delete, drag and drop from desktop)
attachments for an outgoing email message.

Siebel CRM 8.1.1 Planned Features Page 8


Fig. 2 – Outgoing attachment view

Save and Resume

This feature allows users to save one or multiple email messages as drafts, and
users will be able to resume the work at a later time. This will enable agents to
compile and research all relevant information for the customer prior sending a
message.

Fig. 3 – Resume and Save As Draft features

Contextual Preview

Contextual preview gives the quick and brief information about the particular
entity record, which is related to that email, like SR, Opportunity, Contact etc.

Fig. 4 – Contextual preview applet for Siebel Advanced Email Agent

Save As Template

While drafting an email, the agent can choose to save the email as a template
directly from the outgoing message screen.

Fig. 5 – Save as Template feature in Siebel Advanced Email

Siebel CRM 8.1.1 Planned Features Page 9


Siebel CRM Chat
For customers, the availability of a chat channel means a near-real time support
experience even if live talking to an agent is not a viable option at a given time, for
example, because queue wait times are high or because the support center has
decided not to offer the voice channel. Siebel Chat also gives customers more time
to formulate their issue more clearly, which might explain why many customers
choose to use chat, even if the support center offers a voice channel.
For support centers, the chat channel means an effective and efficient channel for
customer communication, because one agent can deal with multiple customer
interactions simultaneously. In Siebel CRM, Oracle delivers a robust and
comprehensive chat channel to Siebel’s existing multichannel footprint.

Integration with Siebel Contact Center

Siebel Chat is tightly integrated with Siebel Contact Center and leverages many of
its features and components, including:

Enhanced CTI Tool Bar

The Siebel Computer Telephony Integration (CTI) toolbar is enhanced to handle


chat as a new channel to support chat accept, transfer, hold, wrap up and release.

Fig. 6 – Siebel Communications (CTI) toolbar

Automatic Creation of Service Requests

As a configurable option, Siebel Contact Center can automatically create a new


service request for every incoming chat request, except for chat requests in the
context of an existing service request. Service requests can also be created manually
once the chat session begins by using the Quick Actions drop-down list within the
Siebel Chat dashboard.

Siebel CRM 8.1.1 Planned Features Page 10


Fig. 7 – Agent and customer chat session Siebel Chat

Service request created in this manner pre-populate the new service request form
with data pulled from the customer and chat dashboards.

Integration with Siebel eSupport

Siebel Chat is fully integrated with Siebel eSupport. A user could be on a Siebel
eSupport web site for example and browse Siebel solutions, the knowledge base
and use the search functionality before requesting to chat with a Siebel Contact
Center agent. While chatting, the contact center agent will be able to view which
knowledge articles the customer has already seen in Siebel eSupport before
requesting the chat. The agent will also be able to push content from Siebel
applications to the customer through the chat channel, either in the form of plain
text in the chat window or by pushing URL’s that immediately display in a window
on the customer’s desktop.
For more detailed information on Siebel eSupport, see the Siebel eSupport section
in this Statement of Direction.

Integration with Oracle Contact Center Anywhere

Siebel Chat functionality is based on the chat engine of Oracle Contact Center
Anywhere. Routing rules that take care of finding the best agent for a given chat
request are also set up in Oracle Contact Center Anywhere.
To administer and supervise Siebel Chat, the standard administrator and supervisor
tools of Oracle Contact Center Anywhere Chat are used. Features include: agent
skills ratings, chat queues, real-time load monitoring and balancing and custom
reports. The chat connections between customers and agents leverage SSL for
secure chat protocol of Oracle Contact Center Anywhere.

Siebel CRM 8.1.1 Planned Features Page 11


Chat Features

“Have You Tried This?”

When requesting a chat session in Siebel eSupport, but before the chat request is
actually submitted, Siebel eSupport will execute a search against the knowledge
base using the problem description, area and sub-area provided by the customer
when they requested the chat session. It will list the results of that search, which
will exclude the knowledge base articles already visited by the customer. The
customer can then select one of the documents from the list – and if that answers
the customer’s question – abort the chat, or decide to continue to initiate the chat
request.

Chat Dashboard

Extending the idea of the customer dashboard in Siebel CRM, each Siebel Chat
session has a chat dashboard inside the chat pane. The Siebel Chat dashboard
contains chat request information and displays the knowledge base solutions a
customer has already reviewed online as well as the Quick Actions list.

Fig. 7 – Siebel Chat dashboard located on the right-hand side of the Siebel screen.

The chat dashboard refreshes every time the agent switches between active chat
sessions. A streamlined version of the chat dashboard is also viewable to the
customer.

Persistent Customer Dashboard

The customer dashboard also refreshes every time the agent switches between
active chat sessions. In the persistent customer dashboard, an indicator icon will
signal the agent that the contact information used for the chat session does not
match the existing customer information on file.

Siebel CRM 8.1.1 Planned Features Page 12


Knowledge Base Documents Visited

Siebel Chat remembers knowledge base documents, which have been viewed in
Siebel eSupport before the customer requested to chat with an agent. The
document list is visible to the Siebel Contact Center agent via the chat dashboard.

Fig. 8 – Documents viewed by a customer are displayed

Frequently Used Text

While working on chat interactions, the agent will use many phrases time after
time. For example:

 “Thank your for waiting, how can I help you?”


 “Please wait while I research your issue.”

To avoid having the agent type in these phrases every time, a global library of
frequently used text is available to the agents.

Fig. 9 – Frequently used text are displayed for the agent in Siebel Chat

Search Knowledge Base

An agent can select any portion of text from the chat dialog, and execute a full
contextual search by clicking the Smart Search button from the Siebel Chat
console. The results of the search query are automatically displayed in the Search
Results of the Siebel Search Center.

Smart Share

While solving the issue during a chat session, agents will frequently need to provide
customers with existing solutions to known problems. Siebel Chat has made it easy
for agents to share relevant information with customers with the click of a button.
Smart Share can be used to:
 Share selected text by highlighting any text displayed in any Siebel attribute

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 Share a solution summary and description for a selected solutions record
 Share service request ID and description for a selected service request
record
To use Smart Share, the agent selects the text and clicks the Smart Share button.
The text will be copied to the section where the agent composes his reply.
Alternatively, the agent can also select a solution record and service request record,
and click the Smart Share button. A summary of the record (ID and summary
description) will be copied to the section where the agent composes his reply.

URL Push and URL Library

URL Push refers to the ability for an agent to share the content of a Web page
with the customer. The page will be automatically displayed in the chat window on
the desktop of the customer

The Siebel Chat administrator can set up frequently used URLs that point to pages
that will help resolve customer issues. This library of URLs is then available for
agents as a list during a chat session.

As a configurable setting, pushed pages can be displayed in the same browser


instance as the chat session or in a new browser instance.

Fig. 10 – Example of a pushed URL to the customer desktop using Siebel Chat

Spell Checker

Siebel Chat integrates with Siebel’s standard spell checker allowing agents to check
chat text for spelling errors before sending to a customer.

Siebel CRM 8.1.1 Planned Features Page 14


Activity Capture and Wrap-Up

An activity record is created for every incoming and transferring chat session. The
activity is attached to either a contact or a service request, depending on the
customer choice of configuration and condition of an incoming chat. The chat
transcript will be available as an HTML attachment to that activity.
Siebel Chat is the first channel to integrate with Activity Wrap-up, a new feature
introduced in 8.1.1. Releasing a work item ends the chat session and triggers “wrap
up” mode. In wrap-up mode, the agent can perform any necessary “call
disposition” actions as well as provide an outcome, reason and feedback for the
chat interaction. This wrap-up data can be used in Siebel Analytics reports.

Fig. 11 – The wrap-up screen in Siebel Chat allows the agent to detail the chat outcome.

Multiple Chat Interactions

An agent can have many simultaneously open chat sessions. Each chat session will
be represented by a tab with the customer name in the chat dashboard.

Fig. 12 – Chat session tabs provide faster navigation during simultaneous chat sessions.

Persistent Application Workspace

When a Siebel Contact Center agent switches between active chat sessions, the rest
of the Siebel application screen will return to the same view where the agent left
off before switching to another active chat session.
Chat tabs also track the number of messages sent by customers who’s chat
sessions are not in the foreground. For instance “John: 3” means John has sent 3
messages while the agent is talking to some other customer.
When the agent hovers the cursor above a non-active tab, a yellow frame with text
will be displayed containing the last sentence sent in that chat interaction. For
example, if the customer just sent a message “OK, I will try that now,” there is
probably no need for the agent to make that chat session active. However, if the
agent reads “Hello?” in the frame box, the agent will likely need to change to that
session to respond.

Automatic Sending of Chat Transcripts

As a configuration option in Siebel Chat, a chat transcript can automatically be e-


mailed to the customer as an e-mail attachment once the chat session ends. The
transcript will be in HTML format and it will contain everything that took place

Siebel CRM 8.1.1 Planned Features Page 15


during the chat session. For example, if a URL was pushed, this URL will be
captured in the transcript.

Siebel SmartAnswer
Siebel SmartAnswer is no longer sold as part of the Siebel CRM suite of
applications. The product is no longer shipped effective for all new and upgrading
customers beginning with Siebel 8.1 / 8.1.1. Existing customers of Siebel
SmartAnswer can continue to use their products, but will not be able to buy
additional seats.

Siebel CRM 8.1.1 Planned Features Page 16


SIEBEL CUSTOMER ORDER MANAGEMENT
Companies have deployed numerous systems to plan, administer, execute, and
enforce commerce policies across the various channels where business is
conducted. These companies have found that they are no longer administering this
policy data in one comprehensive system; they are challenged with managing these
rules across numerous disparate systems. This reduces the ability of the enterprise
to introduce new products and prices effectively across channels and results in
customers receiving undesired inconsistencies across channels.
Siebel Customer Order Management is expected to address these challenges by
delivering enhanced set of out-of-the-box pre-built Web services that are intended
to expose Siebel Customer Order Management capabilities to various channels and
applications. This is expected to enable customers to extend this pre-built
functionality further across their enterprises, seamlessly exposing this functionality
in real-time through standard Web portals and other Web service-enabled
environments that service a significantly broader range of customers and
interaction models.
Siebel Customer Order Management plans to deliver additional benefits to
business administrators and end users; improve product and price administration;
and improve the run-time experience through several new capabilities including:
 Oracle Application Development Framework (ADF) -based Siebel
Configurator user interface (UI): The ability to define ADF-based UI
themes within a configurator UI option and use them within the new Siebel
Self Service application.

Fig. 13 – Siebel Customer Order Management configurator admin screen

 Siebel eCommerce that uses Siebel Customer Order Management Web


services for all product, price and shopping cart management.
 Enhanced configurator debugging capabilities: Request detailed
administration log for any product model issue investigation.

Siebel CRM 8.1.1 Planned Features Page 17


Fig. 14 – Configurator debugging screen

 Product configurator sequencing allows the product administrator to define


“product attribute” and “product child item” evaluation sequence as part of
the configurator product structure.
 Enhanced promotion integration addresses several promotion and
customizable product rule integration scenarios and resolves them with
minimum user intervention.

Fig. 15 – Promotion integration view

 Enhanced Order Management and Oracle Real Time Decisioning (RTD)


integration for Siebel eCommerce: Recommendations based on out-of-the-
box RTD engine policies.

Siebel CRM 8.1.1 Planned Features Page 18


 New automated dynamic pricing enabling process: Pricing customers will no
longer have to perform manual steps and make complex repository changes
in order to enable Dynamic Pricing.
 New configurator grid user interface (UI): Provides the ability to place any
configurator control in a grid layout. It delivers enhanced data-driven UI
generation and layout support, and allows better use of screen real estate.

Fig. 16 – Configurator grid user interface.

Siebel CRM 8.1.1 Planned Features Page 19


Price Management
Siebel CRM introduces a number of new capabilities which address a growing set
of requirements generally referred to as price management. Price management is
defined as an integrated set of business processes that allow an organization to
become more efficient at managing price, which allows for the more effective
determination of the right price as influenced by internal and environmental
conditions.
Siebel Customer Order Management represents price management across five
process pillars: Analyze Plan, Publish, Execute and Negotiate.

Price management is a closed-loop process whereby:


 Analyze provides the oversight of all pricing activities.
 Plans are created driven by customer segments and pricing strategies
tailored for each segment. Each strategy contains optimal prices and
discount guidelines that are used to drive behavior during negotiation.
 Publish occurs once strategies have been set. Prices and discount matrices
are translated to the media and content required for multi-channel, global
distribution.
 Execute provides the single system of record required for ensuring the right
price and discount guidance is always provided to the requesting systems or
users.
 Negotiate occurs on the front line where the tools of the trade become price
recommendations, price waterfall analysis and customer compliance
analysis while being governed by the strategies created during planning.

Siebel CRM 8.1.1 Planned Features Page 20


Siebel Deal Management
Customers want to extend their pricing and selling policy from a transaction-based
price to a more demand and analytics-driven deal management. New deal
management will help customers identify deals with “Price Score Below That of
Corporate Standards” and recommend a price strategy based on Customer and
Segment Analysis.
Siebel Customer Order Management includes deal management capabilities that
include:

Deal Management Administration

New profile framework and pricing segmentation enables companies to define


customer attributes and conditional attributes in order to create logical groupings
for effective and strategic price planning.

Fig. 17 – New customer profile/segmentation view

New customer profile capabilities enable marketing administrators to assign values


to customer attributes in order to facilitate grouping of customers based on similar
characteristics and purchasing behavior.
New pricing strategy definition and pricing guideline policies enable price
administrators to define price range policies in relation to the defined waterfall
segments and whether the behavior driven by the guideline policy is constraining
or recommended. Guideline terms can be defined at the product or deal level as
well as other characteristics (user role, geography, etc).

Siebel CRM 8.1.1 Planned Features Page 21


Also planned is the ability to assign pricing rules based on price segment and
conditional attributes. These rules include association to a price list, a guideline
plan, and available adjustments.

Fig. 18 – New discount guideline plan configuration view

Quote and Order/Deal Runtime

The new quote and order/deal runtime capability plans to feature the following
capabilities:
 Price waterfall enables price administrators the ability to define the
organization’s price waterfall for deal assessment, reporting, etc. A price
waterfall is provided for individual line items as well as entire transaction to
include guideline/target price points.
 The price enforcement capability at quote, order or contract times prevents
the user from offering a price outside of the current policy with indications
regarding price policy compliance.
 Pricing workflow provides the ability for a user to seek approval for price
points that are outside of policy, but required for a deal.

Siebel CRM 8.1.1 Planned Features Page 22


Fig. 19 – New deal policy enforcement view

Deal Analysis

Deal analysis within Siebel Customer Order Management plans to include:


 Enhanced Price Waterfall. Enhanced price waterfall offers the ability to
define the organization’s price waterfall for deal assessment which includes
individual line items as well as the entire transactions to include
guideline/target price points.

Fig. 20 – New deal analysis/price waterfall view.

Siebel CRM 8.1.1 Planned Features Page 23


Quote Assessment

The ability to compare and analyze the “working” quote against similar quotes
across products and customers. This feature provides a set of pricing metrics useful
for deal comparison.

Deal Management Workbench

The following features enable inline analytical capabilities concerning the current
deal, allowing for effective and efficient deal assessment.
 New price segmentation scoring algorithm to assess the current deal pricing
against similar deals within the price segment.
 New ability to view the current requested deal pricing in relation to the
price segment.
 New ability to perform impact analysis within the price segment.
 New ability to gauge price trends within the price segment.

Fig. 21 – New deal analysis/price recommendation view.

Siebel Price Performance Analytics


Siebel customers need to understand, track, and analyze the performance of prices
throughout the organizations. They also need the ability to assess the effectiveness
of price policies implemented through Siebel Deal Management. The new Siebel
Price Performance Analytics functionality includes:

Siebel CRM 8.1.1 Planned Features Page 24


Price Segment and Deal Desk Analysis

Siebel Price Performance Analytics includes the ability to track and analyze the
performance of prices segments using metrics such as contribution margin,
discount effectiveness, price yield and price elasticity.
The ability to answer questions such as, which segments:
 Are performing as planned?
 Are lagging behind plan, or other segments?
 Are contributing the most margins?
 Value my products differently?
 Have the most opportunities for improvement?
The ability to manage deal desk activities by understanding:
 Where are price exceptions the most prevalent?
 Where are my guidelines to tight/broad?
 What sales teams are constantly requesting deep discounts?
 Where am I losing margin due to end of quarter deals?

Fig. 22 – New Siebel Price Performance Analytics view

Siebel CRM 8.1.1 Planned Features Page 25


Price Performance Analytic Dashboards

Siebel Price Performance Analytic Dashboards plans to include the ability to look
across customers and products to understand globally where opportunities for
improvement lie, and the ability to drill down into the customer/product hierarchy
to pinpoint areas of improvement.

Fig. 23 – Siebel Price Performance Analytic Dashboard

Siebel CRM 8.1.1 Planned Features Page 26


SIEBEL ENTERPRISE MARKETING SUITE
The Siebel Enterprise Marketing Suite offers solutions covering marketing
planning and resource management (MRM), customer analytics and segmentation,
campaign management, e-mail and web marketing, events management, real-time
decisions and interaction management, partner marketing, loyalty program
management, lead management, and marketing analytics. Using the Siebel
Enterprise Marketing Suite organizations can acquire more profitable customers,
cross-sell and up-sell more effectively, retain valued customers longer, accelerate
time to market, and drive superior marketing performance.

World-Class Lead Management


Siebel Enterprise Marketing Suite provides an enhanced end-to-end response and
lead management process to dramatically accelerate lead follow-through, increase
lead conversion, and provide a common framework that marketing and sales can
manage together to monitor and improve results.
With Siebel lead management your organization can obtain a variety of business
benefits including:
 Ensuring that all responses across channels are captured and processed on
a timely basis
 Increased data quality, lead follow-through, and process consistency
through a consistent lead development framework shared between
marketing and sales
 Higher conversion rates from an increased focus on passing better quality,
better qualified leads to sales, not just more quantity
 An accelerated process of importing leads in the system, qualifying them,
and assigning to a sales rep or partner
 Providing marketing a better mechanism for nurturing leads and keeping
them warm until they are ready to be handed to sales
 Less IT dependency, more flexibility and local control for Sales and
Marketing operations to define their lead scoring, routing and other policies
 Better visibility into the performance of the entire process

Enhanced Import of Leads, Responses, and Customer Lists


Siebel Enterprise Marketing Suite enables your business to accelerate lead follow-
up by empowering business users to import responses and leads without
dependency on IT or a central operations group.
Siebel CRM base module includes an enhanced set of features for business users to
import customer, response and lead data into the system. The list import
framework has been expanded to support a wider variety of data including the
ability to import new accounts, contacts, prospects, responses, leads, and offline

Siebel CRM 8.1.1 Planned Features Page 27


survey results. All imports are fully integrated with data quality services to
maintain high data integrity.
Siebel CRM also introduces a variety of usability improvements to the list import
process. Data errors are collected for the end user with error messages, so the user
can quickly correct any data problems and re-import the corrected data. Users can
schedule import jobs for a one-time or recurring basis, or import manually.
Business users can also monitor the progress and status of an import job directly
through the user interface (UI), so they have immediate knowledge when all the
data has been successfully added to the system.
List import is expanded in Siebel CRM to support both delimited text file types
(such as CSV, tab delimited) as well as XML files. In addition, the list import is
configurable and extensible for new data attributes and new types of objects, so
that the data capture process matches any object extensions in your CRM
deployment.

Fig. 24 – Siebel CRM provides an enhanced self-service interface for easily importing
responses, leads and customer lists

Accelerated Lead Qualification and Prioritization


Siebel Enterprise Marketing Suite provides enhanced lead processing services and
business rules to more optimally score, prioritize and route leads across multiple
sales channels.
The solution leverages the Siebel business rules engine to provide a powerful,
flexible set of lead scoring, ranking and routing rules. Scoring, routing and other
lead services are exposed as common services across the application so all leads are
processed consistently, whether they were imported, entered by a user, or created
through automated scripts, workflows or other events.

Siebel CRM 8.1.1 Planned Features Page 28


Control of lead processing rules is delegated to individual organizations, so that
each organization has local control over scoring rules, prioritizing and ranking, and
routing logic across their particular sales channels. They can also control other
policies such as time-based reassignment, so they can set their own time limits for
how long a sales rep is allowed to hold or convert a lead before it is escalated or re-
assigned.
Finally, marketing and sales operations can close the feedback loop by using lead
import to update final lead status and outcomes, for example when receiving
feedback from third-party call centers, resellers or separate CRM systems.

Enhanced Lead Management Usability


With Siebel Enterprise Marketing Suite, sales representatives and lead qualification
agents benefit from a tailored lead management user interface that enables them to
qualify and work leads more quickly and easily. The application provides tailored
views for the lead qualification process, including built-in functions for quickly
converting, retiring, and rejecting a lead. Data is auto-populated from the lead
onto new opportunities, and all leads follow a consistent set of status and
qualification values that are used to drive the lead conversion process.
To increase feedback to marketing and sales operations, when a sales rep rejects a
lead, the rep is prompted to provide feedback comments and justification, and can
indicate whether the lead should be re-routed to a different owner.

Fig. 25 – Siebel Enterprise Marketing Suite offers new tailored views and built-in
functions for telesales and field sales representatives to easily qualify and work leads

Enhanced E-mail and Web Marketing


Siebel E-mail Marketing is a comprehensive permission-based and scalable e-mail
marketing solution that is fully integrated with Siebel CRM and multi-channel
campaign management. It enables marketers to plan, create, test, execute and track

Siebel CRM 8.1.1 Planned Features Page 29


targeted, personalized e-mail communications. Siebel E-mail Marketing helps
consumer and business marketers personalize communications to ensure that they
are building trust through meaningful dialogue with customers, fully respecting
customer preferences, applying e-mail best practices, and gaining real-time visibility
into e-mail marketing performance.

Enhanced E-mail Marketing Usability


Using the Siebel task-based user interface (UI), users can walk through a simple
wizard-like flow to setup a new e-mail treatment, modify e-mail content, and test
e-mail deliverability prior to building a full campaign. The application automatically
parses HTML content and tags URLs for trackability. New e-mail testing features
allow the user to easily send a test to a list of several e-mail accounts, and the user
can test text-only, HTML-only, or full MIME delivery.

Fig. 26 – A new task-based user interface layout makes it easy to quickly design
personalized e-mail messages.

Enhanced E-mail Server System Management


The Siebel E-mail Marketing Server has been enhanced in Siebel CRM to lower the
cost of system support, increase fault tolerance, assist with failure recovery, avoid
bottlenecks in the e-mail sending infrastructure, and ensure higher levels of e-mail
deliverability.
The Siebel E-mail Marketing Server now supports the ability to set threshold limits
for e-mail throughput so the administrator can define the maximum sending rate as
well as the overall rate through the E-mail Sending Daemon (ESD). The system
can also be set up to automatically designate failover components in the event that

Siebel CRM 8.1.1 Planned Features Page 30


the primary component goes offline. In addition, all integration points between
Siebel E-mail Marketing Server components and the Siebel object manager have
been migrated to standard Web services to ensure standards-based access and
eliminate security concerns with proprietary protocols. To assist with installation
and troubleshooting, the system includes system test diagnostics so the
administrator can quickly confirm that all the connection points between
components are successfully connected.
Siebel Enterprise Marketing Server includes new job management features to assist
marketing operations with job prioritization and job control. The new job
monitoring console enables the e-mail administrator to view the status of all jobs
across the system, and pause, resume, or cancel any jobs if desired. The Siebel E-
mail Marketing Server also includes automatic job prioritization, so that higher
priority mailings are delivered in the queue ahead of lower priority mailings.

Web Landing Pages and Surveys


With proliferating product offerings, segments, and advertising messages, many
organizations struggle to keep up with the volume of unique Web landing pages
that they need to create and deploy for their targeted online campaigns.
Siebel Enterprise Marketing Suite introduces a new module to enable business
users to rapidly design and launch targeted Web landing pages. Using an easy-to-
follow task-based UI, a landing site creator can pull from a library of shared,
reusable HTML templates, page headers, footers, style sheets, and other content,
to rapidly assemble a new site while maintaining corporate branding and style
guidelines.
The application also provides a simple setup screen to quickly build Web forms
and Web surveys. The end user can build a form or survey from a common
question library, and quickly create new ad-hoc questions when needed. When a
website visitor submits a form or a Web survey, the application automatically
captures the survey responses, and ties the data back to the question library and
campaign context.
All Web responses automatically go through a quarantine and data quality check
before populating the data in Siebel CRM, to ensure high data quality for new Web
responses and leads. The response capture process leverages the same common
services as offline response import, so that you have the option to run online and
offline surveys and capture the data in a common response repository and
question/answer history.

Enhanced Campaign and Dialogue Management


Siebel Campaign Management, an optional module of the Siebel Enterprise
Marketing Suite, enables marketing campaign managers to design and execute
multistage, multi-channel, recurring, and event-triggered marketing programs.
Using Siebel Campaign Management, marketing organizations are able to automate

Siebel CRM 8.1.1 Planned Features Page 31


a series of communications and follow-up activities over time to ensure faster,
higher quality execution of campaigns while delivering more timely and relevant
communications that produce better results.
Siebel Campaign Management includes a powerful segmentation and campaign
targeting tool that helps organizations more effectively target relevant messages to
the right person. It offers unique segmentation and list generation capabilities that
enable any marketing user to define segmentation and suppression criteria against
multiple data sources; get counts interactively; split segments into target cells; and
save segments for reuse. It is designed to deliver high performance and scalability
against the largest consumer marketing databases for a large numbers of users.
Siebel Campaign Management provides an intuitive graphical drag-and-drop
designer that makes it easy for a marketing campaign manager to design the
elements of a program including stages, schedules, target audiences, lists, and test
and control offers.
For example, a marketing manager might automate multiple steps or stages for a
trade show. The first stage could be used to send different invitations to different
audiences targeted for the event. Subsequent stages can be based on a customer
response, a lack of response, or any other trigger defined by the marketing
manager. The second stage could be used to automatically send reminder notices
to any person who has not registered for the event. Subsequent stages might be
used to send thank-you messages or sorry-we-missed-you messages or to automate
follow-up calls by the telesales organization. The entire program can be automated
from the initial customer segmentation, through communication, to response
collection and analysis.
Siebel Campaign Management includes the following enhancements and new
functionality:
• Enhanced Scheduled and Event-Triggered Communications enables
marketing managers to more easily build one-to-one, event-triggered
marketing programs that significantly improve the timing and relevancy of
customer communications over traditional methods.
• Enhanced Program and Campaign Design Usability improves
marketing productivity and reduce the time to create marketing programs.
• Enhanced Contact Governance improves the flexibility for defining,
managing and enforcing contact communication and suppression rules.
• New Inferred Response Support improves marketing measurement
through the use of “inferred response” capture and analysis
• New Automated Lead and Activity Creation accelerates qualified lead
follow-up and activity assignment.

Siebel CRM 8.1.1 Planned Features Page 32


Enhanced Scheduled and Event-Triggered Communications

Marketing organizations can transform the effectiveness of their marketing


activities by improving the timing and relevancy of their communications and
follow-up activities using event-triggered marketing, and by shifting from one-off
campaigns to ongoing, automated dialogues that more effectively sense and
respond to “moments of truth” with the customer. In so doing, organizations can
more effectively deliver the right message to the right consumer at the right
moment through the right channel. Siebel Campaign Management includes a set of
enhancements that make it easier to set-up and execute real-time, event-triggered
communications and automated one-to-one dialogues.
First, the program flow designer includes new icons to easily add triggers to the
communication plan. The trigger icon has been enhanced to enable the user to
select one of two modes of triggering: either a realtime customer event or a
recurring schedule. The new ‘Wait’ icon enables the user to easily indicate the lag
time they want to enforce between two steps in the program flow. This enables
the system to automatically ensure that each individual customer receives
communications with these lag times based on when each customer’s triggering
event occurs.

Fig. 27 – Enhanced program flow designer includes new icons

Siebel Campaign Management now includes an event trigger repository that tracks
all of the events that the marketing organization is “listening” for. Since many
customer events may not be captured within Siebel CRM, the event system has an
open service interface so that event information can be transmitted from other
technologies in the enterprise, such as Oracle Business Intelligence, Oracle
Business Activity Monitoring (BAM), database triggers and stored procedures, or
other third-party tools that can communicate using Web services. For events that
occur within Siebel CRM, you can also define run-time events which can act as a
trigger.

Siebel CRM 8.1.1 Planned Features Page 33


When a customer event occurs, typically a marketer wants to apply some additional
targeting logic to ensure that each customer meets all the required criteria and that
the correct treatment/action is taken. Siebel Campaign Management includes
enhanced segmentation to enable users to define these eligibility and targeting
criteria in the same consistent user interface that is used for batch
communications. This offers several advantages including easier user training, the
ability to reuse existing segment definitions in both batch and triggered scenarios,
and the ability to leverage all the existing customer metrics and attributes that are
already defined in the common analytics and segmentation metadata.
In some situations, the marketing organization may be monitoring a single event
which has the option to trigger multiple dialogues. In this situation, you usually
want to select the single best dialogue that will give the customer the best, most
relevant experience. The application includes a prioritization workflow that
monitors each trigger and applies logic to select which of the associated programs
should be executed. For more advanced prioritization of dialogues, this workflow
can be extended by adding calls to Siebel Business Rules or Oracle Real Time
Decisions (RTD).

Enhanced Program and Campaign Design Usability

To simplify the creation of multi-stage programs, the program flow provides a new
type of connector between flowchart icons called a ‘constrained connector’. This
connector enables the user to easily indicate that all the customers targeted in a
follow-up step of a program must be filtered only to customers that were touched
in the previous step. This enhances usability for end users, since they are no
longer required to manually include this filtering logic in their segment criteria, as
these constraints are enforced automatically.
For easier setup of test and control groups, the campaign allocation view has been
enhanced to enable the user to quickly indicate the control group size for each
segment. In addition, the enhanced allocation matrix allows users to more easily
indicate the desired segment percentage or count for each cell, simplifying the
structure of their segment trees. The allocation view also displays the expected
cost of the campaign based on the costs of each treatment and the number of
targeted customers and indicates how much budget is remaining. Finally, the
allocation matrix has been enhanced to show all of the segments, segment trees
and internal lists in a single view. Users can use the columns displayed and
expand/collapse icons on the tree to expose or hide the desired amount of detail.

Siebel CRM 8.1.1 Planned Features Page 34


Fig. 28 – The enhanced campaign allocation includes several usability enhancements

Finally, the program flow designer has been enhanced to enable the user to include
calls to custom pre-processing and post-processing routines that may be required
to fully automate the program. For example, you may want to execute some
operations on the segmentation engine, such as running a data mining model or
seeding cache, before executing a campaign process. Another example could be a
post-processing workflow that runs during campaign launch to manipulate the
export files and distribute files to external vendors. These types of custom
processes and services can be included by the user directly in the program flow
design process.

Enhanced Contact Governance

A marketing organization wants to ensure that it does not communicate to its


customers too frequently or violate the customer’s preferences, abusing the
customer’s attention span. To avoid this situation, most companies establish a set
of communication policies that apply to each channel, region, segment, product
line and other contexts.
To help simplify the management of these contact planning rules, the Siebel
segmentation engine includes an enhanced framework to automate filtering rules
based on the specific context of the marketing communication. For example, a
marketing organization can set up a contact planning rule for each channel,
product, region or organization, as well as other parameters. When a triggered
dialogue or batch campaign is run, the system automatically applies the appropriate
contact planning rules in combination based on the treatment channel, region, and
other context to ensure all the appropriate suppressions are applied. The segment
designer view also lets the user apply different context filters to simulate the rules’
effect on the audience size while the segment criteria is still being defined, so that

Siebel CRM 8.1.1 Planned Features Page 35


they know exactly how many customers will qualify for the campaign. The
marketer has the option to save each simulation as a saved request for comparison
between scenarios.
Note: Contact planning capabilities are delivered as enhancements to the Siebel segmentation
engine, which leverages the Oracle Business Intelligence Enterprise Edition (OBIEE) 10.1.3.4
platform.

New Inferred Response Support

Responses to marketing activities are generally categorized as either explicit or


inferred. Typically, an explicit response is where an action taken by a prospect (e.g.
click on an email link, a returned reply card or a phone call to a telemarketing
center) can be directly linked to a campaign or a promotion. However, not every
response to a marketing initiative results in an explicit response being captured. A
bank may run a promotion to encourage new account openings within a certain
time period. If a person exhibited this behavior during this time period, but an
explicit response was not captured, an inferred response can be created and
associated to the promotion. This allows the marketing organization to more
effectively and completely measure the return on marketing investment.
Siebel Campaign Management includes new capabilities that allow a marketer to
define inferred response criteria and automatically apply these criteria to capture
inferred responses. The inferred responses can be used for both campaign
performance measurement, and to trigger dialogue actions. For example, you may
want to monitor customer activity that occurs outside the Siebel CRM application
and automatically create ‘soft’ responses for customers that show the right pattern
of behavior. An inferred response can also be a non-event by a customer, such as
someone who registered for an event but did not show up.
The solution enables the user to explicitly define response definitions and
automatically create inferred responses as part of an automated marketing
program. The response definitions leverage the Siebel segmentation engine,
enabling you to define rich criteria from data and derive customer metrics from
across your enterprise.
The response definitions can be setup as explicit steps of the program flow, and
the user can choose when the response definition should be evaluated by
indicating the recurring or triggered schedule. The response step can be used with
a preceding ‘Wait’ step to specify specific lag times between steps, such as waiting
30 days after a campaign to look for a change in customer behavior. The Wait step
can also serve as a time-out detector for non-events. For example, you might want
to monitor customers who did not display any of the desired behaviors within 10
days and log a negative response for them.

Siebel CRM 8.1.1 Planned Features Page 36


New Automated Lead and Activity Creation

To ensure respondents to campaigns receive follow up on a timely basis, your


organization may want to automate the process of creating leads for certain
valuable respondents in the program. Siebel Marketing includes enhancements to
enable marketing departments to automatically create leads and activities as part of
the end-to-end program design. Similar to the response definitions mentioned
above, the user can include a Lead icon in their program flow which can
automatically create leads for certain segments of your respondents. For example,
if a customer displays a series of responses, such as viewing an online demo,
downloading a whitepaper and attending an event within 30 days, you might want
to automatically create a lead and assign that to sales development for follow-up.
Some organizations use activities as the primary way to assign work to their field
organization. Siebel Marketing provides new options to define the follow-up
activity details for each treatment in a campaign. For example, for the direct sales
channel might want to automatically create activities for sales people to schedule
an appointment with the customer.
For any treatment in any channel, the marketer can indicate activity details such as
activity type, due date, priority, and expected duration. Once the treatment details
are defined, these activities are automatically created when the campaign is
launched, and the activities are automatically linked to the customer, campaign,
and treatment. Your organization can use Siebel assignment manager to assign the
activities to specific sales users or other employees based on territory, skills and
other criteria.

Fig. 29 – Marketing treatments allow the campaign manager to automatically create


activities for the sales organization

Siebel CRM 8.1.1 Planned Features Page 37


SIEBEL LOYALTY
Siebel Loyalty is a comprehensive loyalty program solution that allows
organizations to increase the value and duration of its most important customer
relationships, acquire rich customer insights, and improve the overall customer
experience through dynamic, differentiated and cost-effective loyalty initiatives.
Siebel Loyalty offers a unique customer-centric, multi-channel and multi-partner
loyalty solution that supports the entire loyalty marketing lifecycle on a common
open, standards-based platform and provides flexibility and agility far beyond
traditional systems. Siebel Loyalty includes deep industry and loyalty best practices
support for member enrollment and management, points accrual and redemption,
personalized loyalty promotions and member communications, multi-channel
customer care and cross-industry partner management. Unlike other solution
providers, Siebel Loyalty is the only packaged solution that is fully integrated with
the industry’s #1 rated CRM solution for a unified 360 view of the customer and
support for end-to-end processes to drive improved business results.

Accrual Management
Siebel Loyalty introduces a variety of new enhancements to accrual management to
enable greater program innovation, enforce higher levels of data integrity with
partners, and enable richer analysis of the impact of promotions and reward
schemes in driving member behavior.

Accrual Template

Loyalty programs often work with a partner network that spans a variety of
industries, such as retail, hotel, airline, car rental and financial services. Partnership
agreements often include unique stipulations to the partner for the completeness
and validity of transaction data that the partner submits for processing member
rewards. These stipulations can vary greatly from partner to partner based on the
industry they belong to and the type of products and services they offer.
For example, an airline transaction may require data about operating flight number,
date of departure and booking class, while a hotel transaction may require data
about room type, rate type, payment, dates of check-in and check-out and property
details. As a result, it can be challenging to ensure that the incoming transactions
from individual partners are valid and include the required data attributes to
process the member rewards successfully.
Accrual templates allow loyalty programs to setup automated, configurable data
validation rules for each partner and product combination. Templates
automatically check for common data integrity issues such as completeness of data,
and duplicate transactions to help reduce occurrences of missing and incorrect
member accruals.
As a result, the organization will spend less time resolving customer issues leading
to enhanced customer satisfaction.

Siebel CRM 8.1.1 Planned Features Page 38


Validation for Adequacy of Data

Accrual templates allow loyalty programs to define what data elements are required
in the transactions submitted by a given partner for a given activity to ensure that
member rewards are calculated accurately. For example, an airline program may
offer 50% of the miles flown as bonus points for flights booked in “full fare
economy” with all premier alliance partners and an additional 500 points for
booking online. To be able to reward members against these promotions, the
transactions submitted by the premier alliance partners must contain information
regarding the booking class as well as the booking channel.
Another example could be of a retailer, who rewards 500 bonus points for
customers shopping between 10 p.m. to 6 a.m., in addition to rewarding members
1 point per dollar spent. This requires the retailer to submit the time of transaction
as well as the amount spent by the member while reporting member activity to the
loyalty program for processing rewards.

Validation for Duplicate Transactions

Transactions submitted by partners need to be “de-duped” to avoid rewarding


members more than once for the same activity. Because the information used for
identifying duplicate transaction varies from partner to partner based on the nature
of member activity, accrual templates in Siebel Loyalty enable loyalty program
managers to define a configurable definition of what is considered a duplicate
transaction for each partner and type of activity.
For example, for a flight activity, a duplicate transaction may be identified based on
membership number, date of departure and flight number, while in the case of a
hotel stay, duplicate transaction may be determined based on membership number,
bill number, check-in/check-out dates and property code.

Siebel CRM 8.1.1 Planned Features Page 39


Fig. 30 – Accrual templates enforce configurable transaction validations to significantly
reduce the time to launch new partnerships, streamline partner communications, and
reduce the occurrences of missing or incorrect accruals.

Flexible Accrual Rewards (8.1.1)

Siebel Loyalty now supports flexible accrual rewards that enable organizations to
differentiate their program more effectively and take their program to the next
level of customer centricity. Flexible accrual rewards allow organizations to set-up
multiple reward choices for the same promotion. With flexible accrual rewards,
customers get to decide which reward best meet their needs and organizations can
more effectively drive desired behavior across different customer segments.
For example, a retail loyalty program comprising household, individual and
corporate members could run a promotion to maximize revenue and profitability
as follows:
Shop for $5000 or more in calendar year 2008 with average order value of $50 per
visit and win a reward of your choice from the following:
Option 1: 4 Tickets to Disneyland
Option 2: 10,000 Retail Points + 2,000 Swift Air miles
Option 3: 5% Discount on all purchases in the year 2009
Option 4: ‘2-Minutes Guaranteed Checkout' entitlement for the year 2009
This feature enables users to set up multiple incentive choices for each accrual
Flexible accrual rewards enable leading
promotion. For a given promotion, each targeted member can choose an incentive
organizations to run customer-centric
loyalty programs, aligned to the interests, based on what he or she perceives to be of the highest value. When a member
attitudes, opinions, and way of life of the qualifies for the promotion, the Siebel Loyalty engine triggers an incentive inline
best customers of their business with the member’s choice.

Siebel CRM 8.1.1 Planned Features Page 40


Flexible
Accrual
Rewards

Figure 31: Flexible accrual rewards allows users to define multiple incentive choiceds
for each promotion.

Employee-Corporate Joint Rewards

With Siebel Loyalty, loyalty programs can reward both the corporate client and the
employee for an eligible business activity undertaken by the employee. The joint
reward feature enables loyalty programs to reward based on the following choices:
 The employee (enrolled as an ‘Individual’ type member); or
 The organization to which the employee belongs (enrolled as an ‘Account’
type member); or
 Both employee and the organization.
The joint reward schemes are typically based on the specific agreements between
the loyalty program and individual corporate clients. The point type used to reward
the employee and the organization can be the same or different. For example, an
airline may reward a traveling employee 1 point per kilometer flown and 1,000
business points to his employer for the same activity.

Siebel CRM 8.1.1 Planned Features Page 41


Individual Member Reward
1000 Base miles
100 Tier Bonus
25 Status credits

Employment Flight with King Air

500 BizCredits

Corporate Member
Fig. 32 – Employee-Corporate joint rewards enable innovative and tailor-made reward
schemes to target corporate customers – one of the most profitable segments in the
airline, hotel, communications and car rental industries.

Micro-Tracking of Program Currencies (8.1.1)

Micro-tracking of program currencies allows loyalty programs to track and report


member point transactions at a more granular level to allow more meaningful
analyses of their earning pattern and the impact of individual reward schemes or
promotions in driving member behavior.
Users can now define one or more sub-categories referred to as 'point sub-types'
for each point type so that each accrual and redemption transaction is linked to a
point sub-type in addition to a point type. For example, an airline loyalty program
may have the following point sub-types: joint promotion incentive, class of service
bonus, recognition bonus, festival incentive, weekend bonus, fare bonus, and
service recovery incentives.

Point sub-type feature enables Loyalty


programs to more effectively analyze
member behavior and promotion
effectiveness.

Points
Sub-types

Fig. 33 – Program definition is enhanced to include user-defined point sub-type setup

Siebel CRM 8.1.1 Planned Features Page 42


Point sub-types also enable differential partner billing rates for the same point
type. For example, a loyalty program can apply different billing rates for a partner
for promotional points versus regular points. Siebel Loyalty will allow users to
setup billing rates for partners at the point sub-type level rather than at the point
type level.
For example, an airline loyalty program may charge its air partner 1 cent per mile
Point sub-type feature enables flexibility
required to implement differential partner
earned as a class of service bonus and 0.5 cents per mile earned as an incentive for
billing rates for points based on the earning flying on the weekend. The point sub-type feature provides loyalty programs the
basis (e.g. Base Miles versus Bonus Miles) much-needed flexibility to apply differential billing rates for the same point type.

Linking Point Sub-


types to an
accrual action

Fig. 34 – Point sub-types are associated with Accrual action so that the resultant accrual
item is linked to point sub-type for future tracking and analysis

Point Effectivity

Siebel Loyalty includes enhanced point effectivity to enable loyalty programs to


restrict members from redeeming points earned for a given activity until a specified
period of time. This is achieved by assigning effective dates to member accruals
with certain partners and maintaining an “effective” points balance separate from
the “available” balance. This is particularly useful for points accrued on retail
transactions, where the goods purchased can be returned. For example, if a retailer
allows goods purchased to be returned within 30 days of purchase, the accrual
effectivity can be set to 30 days after the purchase for that retail partner.

Loyalty Partner Management


Many loyalty programs seek to increase the benefits and rewards available to
members by building a network of partners through which members can accrue
benefits and redeem awards. However, setting up and managing the financial
aspects of loyalty partner networks can be complex and challenging.
Siebel Loyalty introduces a variety of enhancements to simplify billing processes
and automate common partner transactions including:
 Flexible billing rate setup
 Simplified billing through the ability to use a single point type to debit
partners even when member accruals span multiple point types.
 Configurable cost sharing among partners participating in joint promotions.

Siebel CRM 8.1.1 Planned Features Page 43


 Partner billing controls to enable loyalty programs to systematically track
partner balances and initiate the sale of points/partner billing at pre-defined
triggers based on the partnership agreement.

Enhanced Partner Billing (8.1.1)

Siebel Loyalty includes enhancements that enable loyalty programs to setup billing
rates for each partner inline with their partnership agreement and billing
arrangement (i.e. “pre-paid” or “post-paid”). An accrual process in a loyalty
program that involves partners typically includes three basic steps:
1. A loyalty program member undertakes a business activity (say purchase of
a product or a service) with a loyalty program partner. The partner notifies
the loyalty program or submits the transaction for processing.
2. The loyalty program rewards the member (typically in points) for the
business activity based on accrual rules and applicable promotions.
3. The loyalty program bills the partner at the negotiated rate as per the
partnership agreement.
For example, a member of a loyalty program spends $250 on renting a car with a
program partner. The loyalty program rewards the member 250 points @ 1 point
per $ spent with the partner and bills the partner at the negotiated billing rate as
per the partnership agreement.

Fig. 35 – ‘Loyalty program-Member-Partner’ relationship

A partner is either ‘Pre-paid’ or ‘Post-paid’ (‘pay as you go’) based on the billing
agreement between loyalty program and the partner. Pre-paid partners purchase
points in advance and maintain certain point balance with the loyalty program
throughout their active partnership tenure. Every time a member accrues points
for an eligible business activity with a pre-paid partner, its point balance gets
debited by a quantity determined by partner debit rules. The loyalty program
typically bills pre-paid partners in advance.

Siebel CRM 8.1.1 Planned Features Page 44


Post-paid partners don’t need to purchase program currency in advance or
maintain any point balance with the loyalty program. The loyalty program bills
post-paid partners after its members accrue points for eligible business transaction
with them, at a frequency mutually agreed between loyalty program and the
partners.

Billing Rate Setup For Post-paid Partners (8.1.1)

Siebel Loyalty now enables loyalty programs to setup billing rates for post-paid
partners to facilitate calculation of partner receivables for a given billing period.
Users can setup billing rates for each partner at the “point sub-type” level. Billing
rates have date effectivity that allows users to maintain multiple rates for the same
point type and sub-type combination for non-overlapping time periods.
This feature also allows loyalty programs to determine the proportion of points
accrued to be billed to the partner, based on the partnership agreement. It is
accomplished by setting up appropriate ‘Billing percentage’.
Partner managers can prepare a summary of total points accrued by point sub-type
for post-paid partners and use corresponding partner billing rates and billing
percentage to calculate the total receivable amount for a given billing period.

Partner billing feature enables loyalty


programs to implement flexible pricing
rules and facilitates streamlined partner
billing process, leading to enhanced
operational efficiencies and superior
partnership management, which is critical
in large multi-partner and coalition loyalty
programs

Fig. 36 – Partner setup is enhanced to include Billing Rates setup for post-paid partners

Pricing Rule Setup for Pre-Paid Partners

Siebel Loyalty now allows loyalty programs to setup multiple pricing rules for pre-
paid partners. Each pricing rule can have a price range to define a unique billing
rate per point based on the quantity of purchase. For example, a billing rate of 20
cents per point applies up to 20,000 points, a billing rate of 18 cents per point
applies between 20,001 to 40,000 points and so on.

Siebel CRM 8.1.1 Planned Features Page 45


Multiple pricing
rules for Pre-paid
partners

Billing rates setup


by quantity

Fig. 37 – Loyalty program setup is enhanced to define Billing rates for pre-paid partners

A pricing rule is associated to each pre-paid partner to determine billing rate and
total order value for each points purchase transaction, either done manually or
through auto-replenishment.

Siebel CRM 8.1.1 Planned Features Page 46


Fig. 38 – Partner setup is enhanced to include billing type, minimum order quantity and
pricing rule association to drive billing for pre-paid partners.

Partner Billing Controls

To maximize a loyalty program’s profitability, it is important that a program


maintains systematic financial controls with each partner. Siebel Loyalty provides
Partner billing controls enable loyalty
programs recruiting multiple partners to
new partner billing controls allowing program owners to implement the billing-
automate partner billing process in line specific policies based on the partnership agreements.
with the individual partnership agreements.
This feature allows users to set-up the following policies for each partner:

Re-order Level

When the point balance of a given partner falls below the re-order level, Siebel
Loyalty can initiate sale of points and billing to the partner. For example, if
the re-order level for a partner is 750,000 points, the loyalty administrator can
set automated alerts to trigger notification to the partner relationship manager
as soon as the partner’s point balance falls below the re-order level. The re-
order level can also be set as a negative number in case a given partner is
allowed to overdraw.

Credit Limit

When the point balance of a given partner falls below the credit limit, member
accruals for the activities done with that partner can be rejected or put on
hold. This provides time to investigate and resolve any billing issues before
the transactions are processed.

Auto-replenishment of Points for Pre-Paid Partners (8.1.1)

Siebel Loyalty now allows loyalty programs to automatically replenish the point
balance for pre-paid partners once their point balance falls below the re-order
level. This feature uses a workflow to drive the automated point replenishment
process and determines:

Siebel CRM 8.1.1 Planned Features Page 47


a. The timing of auto-replenishment based on the ‘reorder limit’ defined for
the partner
b. The quantity of replenishment based on the ‘minimum order quantity’ set
for the partner
c. The billing rate based on the ‘pricing rule’ associated with the partner.
Users can trigger replenishment in real-time or through a scheduled batch process.

Tracking Point Purchase Transactions for Pre-paid Partners (8.1.1)

Siebel Loyalty enables users to systematically track each point purchase transaction
– manual or triggered through the auto-replenishment process. Loyalty programs
can use this information as a basis to generate receivable invoices in their financial
systems.

Unified Partner Point Type

Siebel Loyalty enables simplified partner billing processes by allowing loyalty


programs to use a single point type for partner transactions. Loyalty programs
often use multiple point types to reward members for eligible activities such as
bonus miles, recognition miles, and regular miles. However, to manage simplified
settlements with partners, Siebel Loyalty allows debiting partners in a single
(unified) point type. This eliminates the cumbersome task of selling multiple types
of points to each partner and tracking their balances by multiple point types.
To debit partners in a single point type for member accruals in multiple point
types, conversion rates are defined between point types, which are used to reward
members and the partner point type.

Fig. 39 – Unified partner point type simplifies partner billing and reduces the complexity
of selling multiple point types to each partner.

Siebel CRM 8.1.1 Planned Features Page 48


Multi-Partner Debit

New multi-partner debit capabilities enable loyalty programs to easily apportion


Multi-partner debit feature enables automatic the cost of joint or packaged promotions with one or more partners. With the
distribution of the cost of joint promotions new capabilities in Siebel Loyalty, loyalty program owners can define the precise
among partners, saving the Loyalty program apportioning of accrual costs across the participating partners to ensure that
the rigor and complexity of doing this task
partner agreements are honored for the promotion.
manually, thereby enhancing operational
efficiency and accuracy. For example, a loyalty program launches a packaged promotion, where a member
is rewarded 10,000 bonus miles, if she flies with Vision Air, stays at Dream Valley
Resorts for minimum of two nights and rents a car from CATZ rentals during
Christmas. The cost of the 10,000 bonus points needs to distributed according to
the program agreement. The cost may be distributed as Vision Air (40 percent),
Dream Valley Resorts (30 percent), CATZ rentals (15 percent), and the host of the
loyalty program (15 percent). In Siebel Loyalty, this can be easily achieved through
a joint promotion set-up feature.

Partner Statements

Siebel Loyalty supports partner statements on a periodic or ad-hoc basis. The


statement contains details like batch number, date, number of accrual records in a
batch, points accrued to the members and a partner’s opening point balance. This
allows systematic communication of transactions, member accruals, partner debits
and point balances to partners periodically or on demand. The statement can be
delivered to partners using Oracle BI Publisher, Siebel Email Marketing, or any
other third party fulfillment tool.

Redemption Management
Siebel Loyalty provides new redemption capabilities to enable delivery of superior
customer experience through variable redemption pricing. It also supports a wider
variety of payment options and redemption pricing capabilities.

Redemption Pricing Enhancements

Siebel Loyalty introduces several redemption enhancements including:


• redemption pricing based on distance
• support for multiple redemption price options
• dynamic redemption pricing
• automated point loan
• bid-driven redemption pricing.

Redemption Pricing Based on Distance

This feature enables airline loyalty programs to set up base prices for air
redemption based on pre-specified distance ranges. The price for a given award
flight can then be determined based on the distance range it falls in. For example,

Siebel CRM 8.1.1 Planned Features Page 49


an airline can define redemption prices for distance ranges 0 – 2,000 miles, 2,001-
4,000 miles, 4,001- 6,000 miles, and above 6,000 miles. When an award flight falls
in the distance range ‘0-2,000 miles’ the price set-up for this range will serve as a
base redemption price.

Fig. 40 – Example of distance-based multi-currency redemption pricing

Multiple Redemption Price Options

Siebel Loyalty enables loyalty programs to offer multiple base price options to
members for an award by allowing:
1. Redemption prices in multiple point types; and
2. Multiple pre-defined ‘Points + Cash’ price options
All the payment options are made available across all channels used to offer
redemption. For example, an economy class, one-way award flight within a
distance range 0-2,000 miles can be redeemed using any of the following five base
price options:
Option Mode Point Type Points Currency Amount

1. Points Miles 25,000 - -

2. Points + Pay Miles 15,000 USD 100

3. Points + Pay Miles 12,000 GBP 80

4. Points Points 40,000 - -

5. Points + Pay Points 20,000 USD 120

Siebel CRM 8.1.1 Planned Features Page 50


Dynamic Redemption Pricing
Dynamic or variable redemption pricing
Siebel Loyalty allows loyalty programs to dynamically ascertain the price of a given
allows loyalty programs to effectively drive
desired member behavior and differentiate
award based on the member as well as transaction attributes such as member
members by offering superior price status, membership tenure, nationality, date of transaction, transaction channel,
benefits to targeted members. origin, and destination. Dynamic redemption pricing enables loyalty programs to
define one or more modifications to the base price for an award. For example, a
Loyalty program can offer 20 percent off on the redemption price for platinum
members flying between LAX and JFK on all the OneGlobe alliance carriers and
10 percent off for booking the award flight online.

Automated Point Loan

Siebel Loyalty supports the option to loan points temporarily to enable their most
Automated point loans enable seamless
integration between the redemption and
valuable customers to redeem an award and enhance their experience. Siebel
loan process, thereby enhancing process Loyalty has streamlined the process to automatically loan points to members to
efficiency. Setting-up loan limits based on cover for the shortfall of points required to redeem a given award. The size of the
member tier will enable Loyalty programs loan issued to the member is driven by limits set up at the member’s tier level so
to ensure that members in higher tiers
that members in different tiers may enjoy different privileges. For example, a
receive differentiated benefits.
Loyalty program can allow members in a platinum tier to overdraw up to 20,000
miles or 20 percent of the award value, whichever is higher, and those in a gold tier
to overdraw up to 10,000 miles or 10 percent of the award value.
Also, the automated point loan feature initiates the issue of a loan automatically as
a part of the redemption transaction, thereby eliminating the need to issue loan
manually as a separate transaction.

Bid-Driven Redemption Pricing


Bid-driven redemption pricing enables
Loyalty programs to implement innovative,
Siebel Loyalty supports bid-based redemptions, where members can bid for an
member driven redemption pricing. award online by quoting the price that they would like to pay for the award. After
the stipulated time given for bidding, the award is given away to the highest bidder.
As a result, the loyalty program can better optimize the precise redemption price
that members are willing to pay to maximize the usage of outstanding points and
minimize liability.

Web Services for Redemption Processing

Siebel Loyalty provides an expanded set of Web services to support delivery of


redemption capabilities via third party applications and custom interfaces like
airline portals and point-of-sale (POS) systems. This capability is an imperative for
air-redemptions, where the redemption process involves interaction with the airline
systems (GDS/RES) for checking seat availability/bookings; pricing the award
flight; performing credit check on a member’s points balance; debiting member’s
points balance; issuing award certificate/voucher; creating redemption transaction
log for future tracking; and processing partner payments.

Siebel CRM 8.1.1 Planned Features Page 51


Redemption
Request

GDS or
3rd Party Interface Inventory systems

Web Services
Quote Award Price Loyalty
Check credit & Debit Points
Process Payment
Issue Voucher
Create Transaction Log

Voucher

Fig. 41 – Redemption Web services allow loyalty programs to offer redemption services
via third party interfaces with very low integration effort and cost of deployment.

Voucher-based Redemption Model

Siebel Loyalty provides out-of-the-box support for tracking the member


The voucher-based redemption Model
enables Loyalty programs to track and
redemption lifecycle using a voucher (also referred to as an award certificate)
manage the complete redemption lifecycle. issued at the end of redemption process.
The award certificate carries an expiration date and status to track the redemption
lifecycle. For example, an award certificate will be in “Available” status when
issued at the end of redemption process, and then it will move to “Used” status
when the member claims the award. Finally, the voucher status changes to
“Expired” if the redemption award is not claimed by the member within the
specified timeframe (after the expiration date of the voucher).
In the case of air travel redemption, the award certificate is typically associated
with the award ticket as a form of payment in the reservation system.
For other types of redemptions such as hotel stays and car rental, the award
certificate may be sent to the member so that the member can present it at the
time of claiming the award (e.g. checking into the hotel). The award certificate is
validated for its status (to ensure that it is not already used or expired) and
authenticity (to ensure that it truly belongs to the member who is claiming the
award). This feature also includes a Web service allowing partners to carry out the
validation and debit the voucher by changing its status to “Used” upon successful
validation.

Siebel CRM 8.1.1 Planned Features Page 52


Promotion Management
Siebel Loyalty provides several enhancements to loyalty promotion aimed at
enabling organizations to deploy highly innovative promotions to drive real-time
rewards and recognition, and differentiated redemption and service pricing. Some
of the key enhancements include: configurable based point calculation capabilities;
expanded promotion criteria and action types; highly scalable real-time loyalty
engine; a de-centralized loyalty engine (ISLE) to support real-time member rewards
in a distributed environment; and advanced integration of loyalty promotions with
outbound marketing initiatives.

Configurable Base Point Calculation

Accrual promotions have been enhanced to enable new methods of calculating


Enhancements to the loyalty promotions
base points based on any one of the following:
framework further improve Loyalty
program’s ability to implement innovative  Transaction attributes. This approach is useful when base points are required
reward and recognition schemes.
to be calculated dynamically based on the specific characteristics of the
member activity. Examples include: distance flown, amount spent in case of
retail transactions or number of nights stay in a hotel.
 Product-points set-up. This approach is useful for member activities that carry
a fixed number of points as a lump-sum reward. For example, 5,000 points
on the purchase of a digital camera.
 Custom logic. This approach requires a custom business service for
calculating base points and returning the value. The custom business
service may use data outside Siebel Loyalty to calculate base points. For
example, a telecommunications loyalty program could calculate base points
based on the following criteria: 1 point per dollar billed on local calls, plus 2
points per dollar billed on long-distance calls, plus 4 points per dollar billed
on value-added services like ringtones and text messages.
The base points calculated using one of the three approaches above can then be
used as a basis for rewarding bonuses and incentives. This is achieved by making
the base points available for all the promotions. For example, a telecommunication
Loyalty program could reward 25 percent of base points as a bonus to members in
the Gold tier.

Vouchers as an Accrual Reward

Siebel Loyalty can issue a voucher as an accrual reward for a given member activity
or for certain transactional behavior. For example, two 500-miles domestic
upgrade vouchers for flying business class three times in a specified duration.

Partner and Product Attributes as Promotion Criteria

The promotions rule framework has been extended in Siebel Loyalty to allow rules
to include promotion criteria based on partner and product attributes, in addition
to member, transaction, and promotion attributes supported in previous releases.

Siebel CRM 8.1.1 Planned Features Page 53


For example, a loyalty program could reward 500 bonus points to members for
buying a product belonging to a particular sporting goods product line with a retail
partner based out of Canada.

Range-Based Points Calculation

The range-based points capability in Siebel Loyalty supports calculation of rewards


based on a range. For example:
 For the first 1,000 miles, member earns 1 point per mile flown.
 For the next 2,000 miles, member earns 2 points per mile flown.
 For 2,000 miles flown, a member would earn 3,000 points as per the rule
above.

External target list integration with loyalty External Target List Integration with Loyalty Promotion
promotions enables Loyalty programs to
Siebel Loyalty further enhances integration with Siebel Enterprise Marketing Suite
leverage Oracle’s sophisticated analytics
to enable loyalty programs to leverage sophisticated segmentation capabilities to
platform and external lists to effectively
target members for rewards and implement highly targeted loyalty promotions. Siebel Loyalty allows loyalty
recognition. programs to run promotions targeted to a specific group of members selected
outside the Siebel Loyalty module, including using a marketing segment or an
imported list. Since the same segment or list can also be linked to a marketing
campaign to communicate the targeted members about the promotion, marketers
can easily measure the end-to-end performance of the loyalty promotion.

Loyalty Real Time Processing with Interactive Components

The Siebel Loyalty real time engine has been enhanced to permit processing
Real-time processing enables
member transactions on significantly large transaction volumes, for example, those
implementation of next generation ‘real-
time Loyalty programs’ and delivery of a typically seen in mid-to large-sized retailers and airlines. The enhanced Siebel
superior membership experience. Loyalty real-time transaction processing capabilities enable retail organizations to
calculate rewards and communicate additional loyalty information to the members
at the point-of-sale itself (for example by printing loyalty points on a transaction
receipt).
Enhancements to Siebel Loyalty real-time processing is achieved through dynamic
load balancing implemented using the server request broker (SRB) architecture.
Loyalty deployments can now benefit from enhancements such as explicit
deployment of the transaction processing Web service in the Loyalty object
manager, the ability to deploy multiple interactive components per server, and use
of the SRB architecture to facilitate intelligent routing of the real-time transaction
requests for dynamic load balancing. The SRB architecture also enables horizontal
scalability required to support high volume real-time transaction processing.

In-Store Loyalty Engine (Decentralized Promotion Deployment)

Siebel Loyalty provides a new decentralized capability to enable loyalty programs


to deploy loyalty promotions in a de-centralized environment to calculate member

Siebel CRM 8.1.1 Planned Features Page 54


rewards in real-time at the point of sale. The decentralized deployment uses a
promotion export utility, which extracts the selected promotions definition set-up
in the Siebel Loyalty system, in the form of an XML file (Rule metadata) and Java
based de-centralized loyalty engine, which facilitates interaction between the POS
system and the rule metadata XML.

Reward points or Promotion exported


Vouchers info on Point of sale Central
in XML format -
Transaction receipt Loyalty
deployed in-store
System

Transaction

Reward
Points

Processed Transactions
Stored in XML files

Fig. 42 – The In-Store Loyalty Engine enables Loyalty programs to reward members in
real-time at the Point-of-sale and handle large transaction volumes without the need to
invest into high-speed network connectivity, significantly reducing the cost of
deployment.

Tier Management

Tier Assessment Models

Loyalty programs follow a variety of tier assessment models based on the kind of
member behavior they wish to encourage. Siebel Loyalty introduces three new tier
assessment models to support tier assessment practices followed by leading loyalty
programs. With this enhancement, a loyalty program can have multiple tier classes,
each following a different tier assessment model.

Rolling period, fixed date and Anniversary ‘Rolling Period’ Based Tier Assessment
based tier assessment models enable
Tier assessment based on a ‘rolling period’ typically takes into account the
Loyalty programs to implement tier
‘recency and frequency’ aspect of member activities. A member’s tier is
assessment practices followed across
industries to foster loyalty through determined based on the activities completed/qualifying points earned by the
recognition of desired customer behavior. member in the last ‘x’ number of days. For example, a member attains ‘Silver’
tier in a loyalty program, if they have earned 25,000 qualifying points in the last
nine months.

‘Anniversary’-Based Tier Assessment

In the ‘anniversary based’ tier assessment, once a member attains a higher tier,
they are guaranteed a minimum duration in that tier before being eligible for a

Siebel CRM 8.1.1 Planned Features Page 55


downgrade. The tier end date snaps to their program joining date, which falls
after the minimum guaranteed tier duration. On or after the tier end date, the
member is assessed again to check if they can retain their existing tier.
For example, a customer joins a loyalty program on January 20, 2007. She is
assigned the “Bronze” tier (base tier). On September 19, 2007, she attains the
‘Silver’ tier after accumulating enough points to qualify for upgrade. The
loyalty program allows members to be in the ‘Silver’ tier at least for one year
and snaps the tier end date to the member’s anniversary date, in this case
January 20, 2009. On or after January 20, 2009, the member is assessed again
to check if she has earned enough points to continue to stay in ‘Silver’ or be
downgraded back to ‘Bronze’.

‘Fixed-date’ Based Tier Assessment

Tier assessment based on ‘fixed-date’ takes into account the activities done by
the member or qualifying points earned by the member in a pre-specified
duration, typically a calendar year. The tier duration for all the members in a
Loyalty program is the same, for example March 1 to February 28 of the
following year.
For example, a Loyalty program assigns a tier to its members in the beginning
of the year, based on the qualifying points earned by them in the previous
calendar year. The tier assigned to the members is valid for one year starting
from March 1 to February 28 of the following year.

Tier Change Approvals

Siebel Loyalty has been enhanced to allow programs to selectively prevent certain
members from downgrading to lower tiers until a review and approval occurs.
This enables the loyalty manager to review the list of members who are identified
for tier downgrade by the normal tier assessment rules and reject the tier
downgrade of the members who may be strategically important for the loyalty
program, For example, a Loyalty program may want to be sure that the travel
manager for a major corporate customer never downgrades below ‘Gold’ tier.

Siebel CRM 8.1.1 Planned Features Page 56


Fig. 43 –Tier change approvals enable a Loyalty program to ensure that members of
strategic importance retain high recognition levels, regardless of their level of activity in
the Loyalty program.

Automated Tier Upgrades for Relationship

Siebel Loyalty allows programs to recognize members attaining high tier levels by
automatically upgrading members who are related to them. For example, a
program could automatically upgrade a member’s spouse to ‘Gold’ tier when the
member achieves ‘Platinum’ tier.

Member Services
Siebel Loyalty offers an extended set of pre-built member service processes and
capabilities across the member lifecycle to accelerate Loyalty program deployment,
improve customer service levels and member services representative productivity,
and reduce total cost of ownership.

Pre-configured Member Services for Task-Based UI

Siebel Loyalty includes a set of pre-configured member services and standard


Pre-configured member services enable
fulfillment procedures tightly integrated with Siebel Contact Center for consistent
Loyalty programs to deploy commonly
offered Member services with minimal service delivery. Each service is built using the Siebel task-based UI framework
implementation efforts. Task based UIs introduced in Siebel 8.0, which encompasses a sequence of pre-defined, guided
significantly enhance member service tasks for the member service representative to perform. Each service can include a
representative productivity and bring about fee or price in multiple currencies so Loyalty programs can charge members for
consistency in service delivery.
premium services.

Retro-Claim

This service enables a member service representative to capture a


member’s retroactive-claim (usually a missing or incorrect accrual),
process the retro-claim, and credit the member with the missing or correct
accrual. When a partner validation is required, the retro-claim is queued-

Siebel CRM 8.1.1 Planned Features Page 57


up for approval by the corresponding partner. Once the partner approves
the retro-claim, the retro-claim is processed and the member is credited
with the missing or correct accrual.

Non-Air Redemption

This service enables a member service representative to capture a


member’s request for redemption of a non-air award, obtain price
options, debit the member’s point balance, process payment, issue a
redemption certificate and create a redemption log.

Redemption Cancellation

This service allows a member service representative to capture a


member’s request for cancellation of a redemption; calculate a refund;
process the request by re-crediting the points to the member; processing
the refund in cash; and changing the status of redemption transaction to
‘cancelled’.

Redemption Certificate Re-issue

This service enables a member service representative to capture a


member’s request for re-issue of a redemption certificate, obtain fee
options, process payment, create and issue a new redemption certificate,
and change the status of the original certificate to ‘void’.

Points Purchase

The points purchase service enables a member service representative to


capture a member’s request for purchase of points; check the member’s
eligibility for purchase based on the points purchase set-up (which defines
limits for number of points that can be purchased per transaction and in a
given time period based on member’s tier); obtain fee options; process
payment; and credit the member with the points purchased.

Points Transfer

This service allows a member service representative to capture a


member’s request for transfer of points to another member; check the
member’s eligibility for transfer based on the points transfer set-up (which
defines limits for number of points that can be transferred per transaction
and in a given time period based on member’s tier); obtain fee options;
process payment; credit the transferee; and debit the transferor with the
points transferred.

Siebel CRM 8.1.1 Planned Features Page 58


Fig. 44 – Point transfer setup in Siebel Loyalty

Enrollment

The enrollment service guides a member service representative to capture


a customer’s request to enroll into a Loyalty program; obtain fee options;
process payment; and create a membership in the appropriate status.

Lounge Purchase

This service enables a member service representative to capture a


member’s request for purchase of lounge membership; obtain fee options;
process payment; and create a lounge membership.

Membership Renewal

The membership renewal service guides a member service representative


to capture a member’s request for renewal of membership; obtain fee
options; process payment; renew the membership by changing the status
of the membership to ‘Active;’ and setting the new membership expiry
date.

Membership Cancellation

Membership cancellation service enables a member service representative


to capture a member’s request for cancellation of membership; select the
refund basis (pro-rata or percentage); calculate and process the refund;
and change the status of the membership to ‘Cancelled’.

Points Re-activation (8.1.1)

This pre-configured member service enables a member service


representative to capture a member’s request for re-activation of specified
quantity of expired points, validates the request, calculates re-activation
fee, processes payment and re-activates points by creating a new accrual
item.

Points Gift (8.1.1)

This pre-configured member service enables a member service


representative to capture a member’s request to gift specified quantity of
points to another member, calculates fee for points gift, and processes
payment and gift transaction.

Siebel CRM 8.1.1 Planned Features Page 59


Promotion Enrollment (8.1.1)

This pre-configured member service enables a member service


representative to capture a member’s request to enroll in a specified
promotion, calculates fee for promotion enrollment if applicable,
processes payment and enrolls member in the promotion.

Fig. 45 – Promotion Enrollment service displays all the active promotion requiring
enrollment and incentive choices for each promotion for member’s selection.

Dynamic Pricing for Member Services

Member services in Siebel Loyalty now support charging fees to members for
rendering a service. The fee can be paid in cash and/or points, and is calculated
dynamically using the Siebel Loyalty promotions framework. The fee can vary
based on a variety of member and transaction attributes. For example, the points
transfer service might be free to ‘Platinum’ members but might carry a $20 fee for
all other members.

Web Services for Member Services

Siebel Loyalty provides an expanded set of Web services to support delivery of


member services capabilities via third party applications and custom interfaces like
airline portals, point-of-sale (POS) systems. These include:
• Accrual Simulation
• Accrual Processing
• Member Enrollment
• Redemption
• Voucher Validation

Siebel CRM 8.1.1 Planned Features Page 60


• All member services

Loyalty services

Call Center
Loyalty

Loyalty services

Web
3rd Party Interface Services

Fig. 46 – Member services provide both pre-built contact center processes for Siebel
Applications as well as web service enablement for 3rd party applications.

Member Management

Membership Schemes

With Siebel Loyalty, Loyalty programs can offer multiple membership schemes,
each with different membership durations and fees, and can be targeted to
different member types (individual, corporate and households).
A member chooses a particular membership scheme when they enroll in the
loyalty program. The enrollment process calculates the membership expiration
date based on the membership duration for the membership scheme opted by the
member. Membership does not expire if the member enrolls into the membership
scheme with a ‘lifetime’ duration.
Siebel Loyalty also allows an ‘individual’ membership to be linked to their
employer’s membership. This set-up rewards the corporate member and the
employee jointly for the eligible activities undertaken by the employee. A member
can also have an option to align their membership duration with that of the
corporate membership they are linked to by choosing the membership scheme
with ‘corporate aligned’ as the membership duration.

Siebel CRM 8.1.1 Planned Features Page 61


P1
Annual
3-Year
5-Year P2
Lifetime
Corp-aligned
P3
Membership Membership Variable
Duration Enrolment
Fee Pricing
Pricing Rules

Member Type

Membership scheme

Fig. 47 – Siebel Loyalty enables Loyalty programs to offer innovative membership


schemes with variable durations and to charge customers/prospects for membership.

Dynamic Membership Pricing


Dynamic pricing for membership enhances
Dynamic membership pricing enables Loyalty programs to charge variable fees for
Loyalty program’s ability to effectively
acquire targeted customers/prospects for
different members. For example, a retail Loyalty program can offer a 20 percent
Loyalty program membership. discount on the membership fee for senior citizens or customers with three or
more children.

Member Data Model

The member data model has been enhanced for capturing critical information
about members, with an emphasis on common information used by airline loyalty
programs. This information is valuable to derive deeper insight on member
preferences and behavior, and to enhance segmentation for better targeting.
The member data model enhancements enable capturing of information such as:
 Most frequently traveled destinations and most favorite travel destinations
for individual members. This enables airlines to effectively target members
for selling distressed inventory, promoting certain routes, and so on.
 Annual travel budget for corporate members. This information helps
airlines understand the potential value of a corporate member to their
business and devise strategies to enhance the affinity/loyalty of the
corporate members.

Pre-Created Memberships

Loyalty programs can acquire new members at the point of sale by offering the
customers/prospects pre-created (unassigned) memberships and allowing them to
start earning rewards instantly.

Siebel CRM 8.1.1 Planned Features Page 62


Members can submit the completed application form at a later point of time and
the corresponding member data is updated through batch processing.

Batch Enrollment Process

Loyalty programs typically offer customers multiple ways to apply for membership.
Batch enrollment enables Loyalty programs
to avoid manually entering thousands of
Some of the popular methods include hand-filled paper applications, partners and
enrolment applications received from travel agents. The applications received through these offline channels are very
several channels/sources, improving large in number and require entry through an automated batch process.
productivity and data quality.
The Siebel Loyalty batch enrollment process performs the following functions for
each application:
 Computes fee for membership.
 Processes payment towards the membership fee (using the credit card
information supplied in the application).
 Creates a membership in the appropriate status and assigns membership
expiration based on the membership scheme opted by the member.
The batch process can run in two modes: ‘Create’ mode for new enrollments and
‘Update’ mode for pre-created memberships.

Membership Status

This feature allows Siebel Loyalty program owners to set-up user-defined


User-defined membership status enables
Loyalty programs to effectively track and
membership statuses, which can be assigned to the members based on their level
influence member behavior and manage of activity and behavior. A member’s eligibility to accrue or redeem points can be
the overall membership lifecycle. controlled based on the status of his membership. For example, a Loyalty program
can put all the members with payment towards the membership fee pending in
‘Payment pending’ status and allow members in that status to accrue but not
redeem. Similarly, members with no activity in the last 18 months can be assigned
‘Dormant’ status. The Loyalty program can then launch a promotional campaign
targeting members in ‘Dormant’ status to encourage them to start transacting with
program partners.

Bulk Member Administration

Bulk member administration allows Siebel Loyalty program owners to carry out
administrative transactions on a group of members for various purposes such as
service recovery. For example, 5,000 miles are rewarded to all the members in
‘Executive Platinum’ tier who flew flight KX203 on October 24, 2007, as a
compensation for a severe flight delay due to mechanical issues. The bulk member
administration supports tier change, point adjustments and membership status
change actions.

Siebel CRM 8.1.1 Planned Features Page 63


A marketing segment or a file containing the list of members in XML or CSV
format can be linked to a bulk administration transaction.

Fig. 48 – Bulk member administration enables Loyalty programs to implement an


effective service recovery and compensation system for targeted members.

Integration With Point-of-Sale (POS) Systems

Web Services for POS Integration

Siebel Loyalty provides new web services to enable seamless integration with
point-of-sale systems. These services facilitate several types of member
Web services for PoS integration enable transactions in real-time at the point of sale, including:
loyalty programs to integrate with any PoS
 Accrual processing
system to facilitate real-time member
transactions at minimum cost and effort.  Redemption processing
 Voucher Validation
 Enrollment
 Membership Inquiry & Update

Communication Management

Triggered Outbound Communication

Loyalty programs issue a variety of communication to their members. Siebel


Loyalty allows loyalty programs to initiate an outbound communication to
member(s) on the occurrence of pre-identified loyalty events, such as enrollment,
tier change and redemption.
This feature generates a message in an XML format when an eligible event occurs.
Loyalty programs can leverage out-of-the-box integration between Siebel Loyalty
and Oracle BI publisher for formatting and delivery of the message.
Loyalty programs can also use any third-party outbound communication
fulfillment tool to leverage existing investments.

Siebel CRM 8.1.1 Planned Features Page 64


Fig. 49 – Triggered outbound communication enables loyalty programs to deliver a
superior membership experience by ensuring timely and relevant communication to
members upon the occurrence of important events.

Siebel CRM 8.1.1 Planned Features Page 65


SIEBEL HELPDESK
IT organizations use a variety of tools to manage their systems. For example,
network administrators use their own network management software to manage
domains, while database administrators (DBAs) use separate software tools to
manage the database servers. As companies adopt the Information Technology
Infrastructure Library (ITIL) framework they are standardizing service level
management, change management, incident management, and problem
management processes around a configuration management database (CMDB).
In order to holistically maintain standards, improve root cause analysis, and capture
metrics, the systems management and service management software must be
integrated. Siebel HelpDesk and its out-of-the-box bi-directional integration with
Oracle Enterprise Manager meet these needs. The Oracle Enterprise Manager
Connector for Siebel HelpDesk integrates Siebel Helpdesk 8.0 and 8.1.1 with
Oracle Enterprise Manager 10g.
Using this connector, companies can auto-create a Siebel Helpdesk service request,
update an existing service request, or close a service request based on metric alerts
in Oracle Enterprise Manager 10g.

Fig. 50 – Auto-generated Siebel HelpDesk service request with Oracle Enterprise


Manager alert information.

Siebel HelpDesk provides a vital day-to-day contact point between employees and
IT support organizations. With embedded ITIL best practices for managing
incidents, problems, change requests and other IT service processes, this product
suite delivers a complete, integrated IT service and support solution. It helps
organizations make better use of scarce resources while improving the speed and
quality of service response.

Siebel CRM 8.1.1 Planned Features Page 66


Fig. 51 – Auto-generated Siebel HelpDesk service request with Oracle Enterprise
Manager alert details.

Oracle Enterprise Manager 10g Grid Control is Oracle’s integrated solution for
administering and monitoring software and systems, including applications,
middleware, databases, storage devices, servers, routers, load balancers, and
firewalls. Oracle Enterprise Manager Grid Control provides application
performance management, distributed database and application server
administration, automated tuning of Oracle environments, and an internet-enabled
architecture that allows administrators to manage systems from anywhere.

Fig. 52 – Oracle Enterprise Manager 10g console with alert details and hyperlink to Siebel
HelpDesk service request

Siebel CRM 8.1.1 Planned Features Page 67


Benefits of Siebel HelpDesk Integration with Oracle Enterprise Manager
With the Siebel HelpDesk integration with Oracle Enterprise Manager, customers
can proactively manage IT infrastructure to meet business expectations for system
availability. The integration improves the quality of IT service management and
service level agreement (SLA) commitments through automated case/service ticket
generation, reducing manual support processes. Oracle Enterprise Manager 10g
and Siebel HelpDesk are synchronized so agents have access to the real-time
information about the status of an issue in order to properly assess and
troubleshoot these issues and to keep the enterprise informed on the status of
critical issues.

Siebel CRM 8.1.1 Planned Features Page 68


SIEBEL PARTNER RELATIONSHIP MANAGEMENT
This section provides an overview of the new capabilities and key enhancements
planned for Siebel Partner Relationship Management (PRM).

Increase Partner Sales and Collaboration


Siebel PRM provides significant improvements that enhance partner sales and
collaboration with enhanced features in design registration, deal registration and
special pricing authorization.

Design Registration

Design registration is the process where a partner of a component supplier works


with an original equipment manufacturer (OEM) on a specific design project (also
referred to as a design program) and locks in the exclusive right to supply
components for the particular project. Because several parties work with OEMs at
all times, this process safeguards against duplicate work and protects the registered
party from losing financial incentives when the project is subsequently won and
begins to produce revenue.
In Siebel PRM, design registration enhancements provides some key capabilities
that are aimed at improving the user experience by providing more automation in
sales opportunity management and quicker access to information. Such
enhancements include the following:
 Enables partners to create design programs online through the partner
portal and submit design registrations against them.
 Enables partner managers to create and submit design registrations on
behalf of a partner.
 Provides the ability to capture Accounts, Partners, Products, Revenues,
Contacts and other attributes that are associated with a design program.
 Provides automatic creation of revenue template and forecasting series for
easy forecasting of revenue associated with the design program.
 Provides a configurable approval process for design opportunities and
design registrations.
 Provides the ability to request special pricing authorizations for design
programs.
 Enables auto-quote of associated products.
 Provides ability to track the orders associated with a design program.
 Supports collaboration between brand owner and partners.
 Provides an explorer view of the design programs for enhanced usability.
 Supports de-duplication of design registrations for improved data quality.

Siebel CRM 8.1.1 Planned Features Page 69


 Supports renewal and automatic expiration of design registrations.
 Provides an audit trail on salient design program and design opportunity
fields.

Fig. 53 – Design Registration – Single page view

Deal Registration

Deal registration is a new feature to be introduced in Siebel PRM. It is the process


New in Siebel PRM, deal registration
by which a partner registers an opportunity with the brand owner. Deal registration
provides the brand owner with visibility into
channel partner deals and gives financial provides the brand owner with visibility into channel partner deals and gives the
incentives to the partner to register a partner financial incentives to register a specific deal.
specific deal.
Deal registration provides the following planned capabilities:
 A configurable approval process to enable the deploying customer to define
the approvers of a deal registration transaction.
 Automatically expire deal registrations as appropriate.
 Provide approvers with a list of other deal registrations which might be
potential duplicates of the current registration, so that an informed decision
can be made regarding approval.
 Built-in logic to prevent the existence of more than one approved deal
registration for an opportunity at any given point in time.
 A single page that displays all the information of a deal registration.

Siebel CRM 8.1.1 Planned Features Page 70


Fig. 54 – Deal Registration – Single page view

Special Pricing Authorization (SPA)

Special pricing authorization is required when a brand owner’s partner (e.g. a


distributor) submits a request for a special price on a specific customer transactions
based upon market requirements (e.g. competitive pressures).
This planned feature provides the following enhancements:
 Enables partners to request an SPA online.
 Enables partner managers to create SPAs on behalf of their partners.
 Offers configurable approval processes for SPA.
 Supports approval at a line-item level.
 Enables approvers to return a specific line-item (or, the entire SPA) for
additional information.
 Enables easier compliance with the Robinson-Patman Act by providing
approvers with a list of potential duplicate SPAs.
 Provides the ability to associate SPAs with design programs.
 Enables partners to file claims against approved SPAs.
 Supports integration with the Siebel Pricing Engine.

Siebel CRM 8.1.1 Planned Features Page 71


Fig. 55 – Special Pricing Authorization- Line items view

Improved Usability and Customer Experience


Siebel PRM provides additional enhancements to improve the productivity of
channel managers and streamline operations by providing greater visibility into
market development funds (MDF), business plans and partners.

Enhanced Visibility of Marketing Development Funds (MDF)

Planned visibility enhancements for MDF includes: My Fund Designs, All Fund
Designs, All Fund Designs Across My Organizations, All Fund Designs Across
Organizations views. In addition, new features include: My Fund Requests, All
Fund Requests, All Fund Requests Across My Organizations, All Fund Requests
Across Organizations views. All these views are only available to channel
managers and operations of a brand owner company who are using Siebel PRM.

Fig. 56 – Siebel PRM: MDF – All fund requests view

Siebel CRM 8.1.1 Planned Features Page 72


Visibility Across Organizations for Channel Alliance Management Process (CHAMP)
Plans

The second visibility enhancement is for CHAMP Planning. It introduces My


Partner Plans, All Partner Plans, All Partner Plans Across My Organizations, All
Partner Plans Across Organizations views. In addition, it also introduces My Plan
Objectives, All Plan Objectives, All Plan Objectives Across My Organizations, All
Plan Objectives Across Organizations views. All these views are only available to
channel managers and operations of a brand owner company who are using Siebel
PRM.

Fig. 57 – CHAMP Planning: Plan Objectives for All Organizations view

Enhanced Visibility of Partners View

The third visibility enhancement is for the Partners List views. It introduces a new
view called All Partners Across My Organizations. This view is only available to
channel managers and operations of a brand owner company who are using Siebel
PRM.

Fig. 58 – Partners View: All Partners Across My Organizations view

Siebel CRM 8.1.1 Planned Features Page 73


Easy Integration
Web services provide a flexible and extensible interface for other applications to
access basic PRM flows. The Web services planned for release in Siebel PRM allow
customers to implement partner locator and partner alerts independent of the
partner portal, and increase customers’ options when deploying Siebel PRM.

Web Services for Partner Locator and Alerts

Enable users to search for partners more The Partner Locator Web Service allows users to look for partners based on
effectively and provide access to alerts location and/or partner profile attributes. The Partner Alert Web Service provides
using the new Web services for Partner a list of all available message alerts for partners.
Locator and Partner Alerts

Siebel CRM 8.1.1 Planned Features Page 74


SIEBEL REPORTS
Oracle is committed to providing best of the breed solutions for its application
suite of products. With the integration of Oracle Business Intelligence (BI)
Publisher for Siebel Reporting needs, customers will find the new solution greatly
reduces the development costs for creating Siebel Reports.
Oracle BI Publisher allows reports to be designed within Microsoft Word, Adobe
Acrobat, and other desktop applications, therefore removing the requirement of
having specific reporting skills. Users can choose among a variety of different
output formats such as Word Rich Text Format (RTF), Microsoft Excel (XLS),
Adobe PDF, and HTML before the report output is generated. The architecture of
BI Publisher is structured so that reports can be produced in multiple language
translations with Unicode support.

Siebel Reports Architecture


Siebel Reports 8.1.1 is based on a loosely coupled architecture where Oracle BI
Publisher runs as a standalone server. The integration point for Siebel Reporting
will be through standard Web services integration using Siebel EAI. Reports will
be submitted and rendered within the context of the Siebel user interface. The
reports can be saved within the Siebel file system. The high-level architecture
diagram below shows the touch points between the Siebel server, Oracle BI
Publisher server and the components that run within the Siebel server.

Siebel CRM 8.1.1 Planned Features Page 75


Siebel Server
BI Publisher
Siebel UI Object Manager Server
Component
Web Services Report
Service

XMLP Server
Component

Siebel
Database
Saved Reports
Report Output on Siebel File
System

Fig. 59 – High-level architecture diagram for Oracle BI Publisher integration with Siebel
CRM

For the Siebel Mobile client, the BI Publisher engine is embedded within the Siebel
application. The packaged engine consists of the BI Publisher integrated libraries
and runs within Siebel XMLP business service on the mobile client. The high-level
architecture diagram below shows that all the services run within siebel.exe to
render the generated report

Siebel CRM 8.1.1 Planned Features Page 76


Siebel UI
Siebel.exe

BI Publisher
BusComps Engine
(Embedded)

Siebel
Database
Saved
Reports
Report

Fig. 60 – High-level architecture flow diagram for BI Publisher on the Siebel


Mobile Web client

Additional planned features for Oracle Business Intelligence (BI) Publisher


integration for Siebel Reporting:
• J2EE-compliant BI Publisher Report server that can be integrated
with Oracle Fusion Middleware, BEA Weblogic and IBM Websphere.
• SOA-compliant Web services-based integration between Siebel and
the BI Publisher server.
• Ability to generate reports from a centralized BI Publisher server or
the Siebel user interface.
• Deployment of report files can be performed by the Siebel
application administrator.
• Recompiling of reports is not required when upgrading to newer
versions of the chosen development software (examples: Word,
Acrobat)
• Actuate to BI Publisher conversion tool provided as part of the BI
Publisher server product.
• Quick solutions for end-users to generate simple, short reports with
flexible distribution formats.
• Issue reports in multiple languages, or containing mixed data from
different scripts (e.g. English, Russian, Arabic, and Chinese in the
same report).

Siebel CRM 8.1.1 Planned Features Page 77


• Flexibility to create custom based report templates for easy report
generation, existing standardized corporate documents.
• Easily configurable data abstraction from the repository using
integration objects.
• Reports that have complex data requirements like multiple business
objects.
• SRF compilation not required for new report generation.
• Approximately 150 out-of-the-box report templates

Development Guidelines for Siebel Reports

A BI Publisher report can be created using a Microsoft Word plug-in.

Fig. 61 – Oracle BI Publisher plug-in for Microsoft Word

The report template is designed using Microsoft Word and can be tested and
previewed without connecting to the Siebel application by using example extracted
XML data. When completed, the finished report is easily imported and associated
to a view in the Siebel application without the need for Siebel Tools changes or
compiling a new SRF. The report(s) can be associated and generated within the
context of the Siebel user interface.

Siebel CRM 8.1.1 Planned Features Page 78


Fig. 62 –Report list associated with a Siebel view

Actuate to BI Publisher Migration Tool

• A conversion tool to convert existing Siebel Reports from Actuate to BI


Publisher will be provided as part of the Oracle BI Publisher server
product.
• Reports migrated to BI Publisher reports will be compatible with future
versions of BI Publisher.
• Preserve the XLIFF contents for the generated reports.
• The Tool converts the layout and also creates integration objects.

Actuate versus BI Publisher Comparison

Feature Actuate Oracle BI Publisher


Report Authoring Tools - Proprietary development - Microsoft Word plug-in
environment
- User-friendly navigation
- IT skills required
- Business Analyst skills
Report Localization - Proprietary file formats. -Standards-based (XLIFF)
- Localizable content - Localizable content
embedded within report decoupled from report

Siebel CRM 8.1.1 Planned Features Page 79


template template
Report Deployment - Requires SRF compilation - No SRF changes
- ROX deployment on - Deployment in Siebel
Report Server by IT application by administrator
Business Objects - Supports reports on single - Supports reports on
business objects multiple business objects

Siebel Proposals with embedded Reports

Post 2009, Proposal documents with embedded reports will not function.
Alternatively, BI Publisher should be used to create mixed content documents. BI
Publisher is planned as the long term solution for Siebel Proposals containing
embedded data sections. The conversion tool can be used to convert reports used
with Proposals into BI Publisher template.

Migration Strategy for Existing Siebel Customers

Siebel Version Comments


6.x Currently not supported by Actuate with Actuate Reports Server
version 6.x.
7.5.3 Apply patches to support Actuate 8. Post-2009 need to apply BI
Publisher patch.
7.7.x Apply patches to support Actuate 8. Post-2009 need to apply BI
7.8 Publisher patch.
8.0 Post-2009 need to apply BI Publisher patch.

Siebel CRM 8.1.1 Planned Features Page 80


SIEBEL SALES

Oracle’s Siebel Sales application introduces the next major evolution of Siebel’s
industry-leading CRM application. Siebel Sales plans to include a broad set of new
and improved capabilities focused on accelerating the definition and execution of
processes to meet the ever-changing needs of the business. Moreover, Siebel Sales
will offer powerful enhancements that make end-users more productive in carrying
out these processes.

Improved User Interaction with Global Accounts


Siebel Sales will enhance the look and feel of the user interface for the global
account hierarchy functionality, as well as the management and administration
processes that maintain the complex business relationships that support this
capability.
The new interface enhancements for the global account hierarchy functionality
provide a more intuitive, easier means of navigating to customer account-related
information. A context-sensitive, hierarchical tree structure allows sales users to
quickly navigate to account-related information such as contacts, opportunities,
activities and account team members using a Microsoft Explorer-like interface.

Fig. 63 – The global account hierarchy explorer interface provides quick and easy
navigation.

Ease of Navigation and Usability

Navigating from a parent or child account to related customer information gives


.
sales users a flexible way to traverse their customer relationships. This enhanced
interface also provides an intuitive way to drill down on account objects. As users
move through the list of their accounts, the hierarchical tree applet refreshes to
show the data for each selected customer account. This allows for ease of

Siebel CRM 8.1.1 Planned Features Page 81


navigation to access sub-account, Contact, Opportunity and Activity-related
information using a Microsoft Explorer look and feel.

Ability to Expand the List of Account Related Items

Siebel Sales users will also have the ability to customize the contents of the global
account hierarchy interface to include additional account-related child objects as
needed. Through a user-defined profile, each sales user will be able to include
account associated business objects including:
 Assets
 Quotes
 Orders
• Service Requests

Fig. 64 – The global account hierarchy tree object visibility Interface

Performance Enhancements

Global account hierarchy maintenance and administration has also been enhanced
to include increased performance and scalability. Batch processes that populate
the account hierarchy have been significantly improved and take advantage of
faster algorithms, reducing the time to rebuild complex account hierarchy
structures and relationship. In addition, a specific global account log and logging
level with messages that inform the user of the error and specify corrective action
that needs to be taken will be introduced in this release

Siebel CRM 8.1.1 Planned Features Page 82


Enhanced Sales Forecasting
Oracle plans to increase the capabilities of the sales forecasting module to include
customer adaptive forecasting, allowing sales representatives to roll-up and submit
their forecasts to managers outside of their reporting organizations and allowing
sales managers to view forecasts from cross-functional teams across organizations.
Enhancements to sales forecasting also include the ability to perform ad-hoc
revenue line items adjustments and a mechanism for senior managers to specify
additional revenue to their forecasts that will improve quota attainment. Plans also
include a new “standard” forecast series type that eliminates the need for creating
multiple forecast series, allowing for more flexible adjustments and forecast
rollups. And finally, a Web services forecast-driven API is planned with the ability
to create forecasts through background tasks such as a workflow – removing the
need for creating forecasts manually.

Fig. 65 – Pipeline management identifies those opportunities that make up the sales
forecast.

Customer Adaptive Forecasting

Forecast participants in large enterprises are often part of a matrix organization


where the reporting structure might not necessarily match the forecast rollup
hierarchy. As an example, let's take a company with a sales model that comprises
both direct and indirect channels. Direct sales representatives will report to their
respective management (regional sales manager, sales directors, etc.) while the
channel account representatives report to a different chain of command in a
separate organization. However, when they both forecast, their pipeline revenue
projection will be a part of the same forecast, and the total revenue will be rolled
up to the same sales manager (although both don't directly report to that manager).

Siebel CRM 8.1.1 Planned Features Page 83


Fig. 66 – Customer adaptive forecasting single forecast series

Customer adaptive forecasting in Siebel Sales increases sales management


productivity and effectiveness by eliminating the need for creating multiple
forecast series and by allowing for flexible adjustments and rollups. This will be
accomplished using a single consistent interface which will allow for quick and
effective use of an individual’s time. By creating a single forecast series customer
adaptive forecasting will improve forecast accuracy by ensuring that forecasts are
rolled up according to business needs not as dictated by sales reporting structures.
The proposed changes will eliminate the need for “shadow forecasts” which were
once used as a means to accomplish this capability to support sales overlays.
Overall, the proposed feature improves user adoption of Siebel forecast capabilities
as it allows users to roll-up forecasts outside of the reporting hierarchy, has a single
point of entry and reduces data entry.

Ad-Hoc Revenue Line Item Forecasting

Senior managers who are responsible for sales forecasts that span large territories,
product lines and quotas often have the need to input an “ad hoc” revenue line
item as part of their forecast. This forecast, which is against a product
line/product, is not part of any of the forecast submissions already in the system;
however, it needs to be part of the roll-up of revenue projections.
With this new Siebel Sales feature, senior managers will have the ability to add their
own figures to the forecast. The forecast lines added will be factored into forecast
roll-ups and forecast summaries. Adding ad-hoc revenue line items will help
improve quota attainment since it provides a mechanism for senior managers to
specify additional revenue to their forecasts.

Standard Forecast Series

Traditionally, sales representatives and managers who participate in the forecasting


process would typically need to see detailed revenue projections over a period of
time, line by line and with aggregated revenue (based on some pre-defined
dimensions such as product line by product) in the summary view where they can

Siebel CRM 8.1.1 Planned Features Page 84


make appropriate adjustment and rollup to their management from either view.
Planned Siebel Sales functionality will allow a sales representative and manager to
view, adjust and roll up their forecasted revenue from either details or summary
views in a given forecast.

Fig. 67 – Standard forecast series displays the ‘Total Adjustments by Subordinate’


forecast.

Increased User Adoption

Through the use of a standard forecast series, sales representatives and managers
can view, adjust and roll up their forecasted revenue amounts from either detail or
summary views. This capability will introduce the standard forecast series, and will
include the features of both Revenue Detail and Summary Only Forecast Series
types. This means when a forecast series is generated, selecting the forecast series
type as “Standard Forecast Series” will take on the behavior of the automatic
rollup from summary view and manual rollup from detail view. This planned
forecast series type will improve user adoption by eliminating the need of creating
multiple forecast series and provide for a consistent interface to complete the
forecasting task.

Increased Reporting Flexibility


Siebel Sales will provide a new reporting engine called Business Intelligence (BI)
Publisher, which is an infrastructure that reduces the high costs associated with the
development, customization and maintenance of business documents.
Traditionally, the cost of maintaining a reporting infrastructure is expensive. A
true reporting infrastructure, which provides a central architecture for generating
and delivering information to employees, customers, and business partners—both
securely and in the right format would be beneficial.

Siebel CRM 8.1.1 Planned Features Page 85


Fig. 68 – Oracle BI Publisher product topology

Oracle BI Publisher

Oracle BI Publisher provides a central architecture for generating and delivering


information to employees, customers, and business partners—both securely and in
the right format. Utilizing a set of familiar desktop tools, users can create and
maintain their own report formats based on data extracts from diverse sources.
Utilizing a set of familiar desktop tools such as Adobe Acrobat and Microsoft
Office, users can create and maintain their own report formats based on data
extracts supplied by a multitude of sources
From an end-user interface perspective, Oracle BI Publisher is expected to:
 Provide sales users and business analysts with a means of selecting the
report output type to PDF, RTF, EXCEL, or HTML formats.
 Have the capability to manage reports and delete generated reports
 Deliver the ability to print the generated reports at runtime
 Include full I18N and localization support for Oracle BI Publisher reports
 Enable the ability to launch both Actuate and Oracle BI Publisher reports
from a single report icon
This release will ship with many of the existing Actuate reports to run under the
Oracle BI Publisher reporting tool. These reports can be selectively granted to
sales representatives or sales managers based on the views that these users have
access to in Siebel Sales.

Siebel CRM 8.1.1 Planned Features Page 86


SIEBEL SEARCH
Enterprise search is quickly becoming a foundation component for any successful
enterprise. Every information system needs a robust, comprehensive knowledge
retrieval solution that can deliver accurate information real-time by means of an
intuitive user interface. A desirable search solution is also inexpensive to maintain
and easy to install and administer. In 8.1.1, Siebel Search, with its integration with
Oracle’s Secure Enterprise Search, delivers these exact capabilities and more. It
provides a framework and a promise to deliver the next generation knowledge
management system with a robust search technology.

Siebel CRM 8.1.1 provides three ways to retrieve information.

First, Siebel Query tool provides an easy way to conduct a query from
within a single business component.
Second, Siebel Find is a mechanism to conduct a query by leveraging the
Search Center [Pane] and provides ability to customize and extend FIND
objects. Both solutions are used for searching structured, transactional
data residing inside Siebel database and do not require indexing.
Third, Oracle Secure Enterprise Search is an enterprise-grade search
engine for indexing and searching both structured and unstructured data
such as external file systems. Beginning with Siebel 8.1.1, Oracle’s Secure
Enterprise Search is the only default search engine of choice for Siebel
applications. This makes Siebel Search a complete single-vendor solution
and promises a very short turnaround time to deliver maintenance and
enhancements. Oracle’s Secure Enterprise Search has significant and
distinct advantages for Siebel applications. It boasts a robust Federated
Architecture which can be enabled to search information located in various
knowledge and content management systems. It includes a superior
security model and it can be deployed in a clustered environment.
For Siebel Search, significant enhancements to the user interface as well as several
new features are planned. Customers will also see significant improvements in
performance scalability and reliability of the overall solution.

Enhanced User Interface

Siebel Search can be configured to display search results inside the Search Pane in
addition to the web-like interface with highlighted keywords and teaser text. The
Associate functionality will allow a user to associate one business object to another;
for instance, associate Service Requests to a Contact record. With Preview
functionality, users viewing search results inside the Search Pane can, with a click
of a button, preview details of a record in a pop-up.

Siebel CRM 8.1.1 Planned Features Page 87


Indexing
With the help of Oracle’s Secure Enterprise Search, Siebel Search offers fast
Incremental indexing and real-time indexing capabilities.

Adding and Extending Search-able business components


Popular business objects are pre-configured for search out of the box. These
business objects and their pre-selected attributes can be added and removed for
indexing and searching without using Siebel Tools. This saves time required for re-
compiling and re-deploying of customer’s Siebel repository. Additional business
components can be added with simple steps performed inside Siebel tools.

Logical Collections
With Logical Collections, administrators can custom-create virtual business object
that fit their business needs. For instance, a logical collection called “Service360”
may combine attributes from Service Request, Contacts, Accounts, and Assets
business objects.

Siebel Search Open API


With Siebel Search Open API in 8.1.1, search engine vendors can develop their
own integration for Siebel Search in Siebel Contact Center. The Search Open API
ensures consistent user experience irrespective of the underlying search engine
technology.

Siebel CRM 8.1.1 Planned Features Page 88


SIEBEL SELF-SERVICE
Siebel’s eSupport and eCommerce self-service applications extend organization’s
CRM solutions to the Web, creating a single transparent multi-channel solution.
Architected as loosely coupled to Siebel CRM over Web services, the Siebel
eSupport and Siebel eCommerce applications enable companies to continue to
reap benefits from their existing Siebel CRM applications.
Because the new Siebel Self-Service applications are native Fusion Middleware
10.1.3 applications, companies immediately benefit from Oracle’s investments in a
flexible, standards-based development environment.

Siebel eSupport
Siebel eSupport is a newly re-architected product and its product development is a
culmination of years of effort in opening up Siebel Service and Siebel Contact
Center processes as Web services and leveraging Oracle Fusion Middleware
technology to deliver the next-generation Web application that is easier to extend
and brand within a company’s Web portal.
Siebel eSupport ships with out-of-the-box UIs that satisfy today’s high
expectations for a superior online experience. Siebel eSupport utilizes Oracle
Application Development Framework (ADF) components that are based on Java
Server Faces (JSF) standards, and consumes Web services from Siebel CRM to
support functionalities such as site management, user management, search and
knowledge management, service request management, branch locator, Web survey,
e-mail, and Web chat.

Site Management

The planned Siebel eSupport site management tool is an editor designed for the
Web site administrator or business analyst to create and configure multiple
customer service or technical support sites quickly and without coding. For each
Web site, the Web administrator can choose a style sheet to define the look and
feel, supported locales, home page template, and many tailored configurations to
deliver personalized site experience.
For example, a company may choose to have a fun, contemporary look and feel on
the consumer customer service site, but a streamlined and simple business look and feel
on the technical support site. A company may also choose to create a Spanish-only
customer service site to improve service in specific geographic locales. Site
management functionality is available in Siebel eSupport, as well as in the Siebel
eCommerce product discussed later in this Statement of Direction.

Siebel CRM 8.1.1 Planned Features Page 89


Fig. 69 – Siebel eSupport - Self-Service Site Administration Setup

Registration & User Management

Registration

The registration features are designed to address a variety of business scenarios


ranging from simple business-to-consumer (B2C) user registration to complex
scenarios in business-to-business (B2B) contexts.

Fig. 70 – Self-registration options

Siebel CRM 8.1.1 Planned Features Page 90


B2C vs. B2B Registration

Several registration flows have been provided to meet the different needs
of B2C and B2B customers. B2B customers must be associated with an
organization account to enable them to interact on behalf of their
organization. An organization may have multiple customer contacts
permitting flexibility in billing and shipping. For cases where companies
wish to review registrations before allowing users to transact, approvals
can be setup as part of the registration process.

Fig. 71 – Siebel eSupport – Delegated Administration user registration

Self-Service Registration Flows for Existing Customers

Existing customers can acquire a username and password in a self-service


manner to transact on a company website. Organizations may validate
their identity using an earlier order or Service Request number before
granting them access. This also allows a seamless integration of the self-
service channel with other channels such as call center, mail order and
others.

B2B Delegated User Administration

Reduce user management efforts by delegating user management activities


to certain B2B delegated user administrators or B2B primary users within
the B2B organization.

Siebel CRM 8.1.1 Planned Features Page 91


Company Accounts and Hierarchies

B2B users transact on one or more accounts that identify their company
to the merchant. Accounts and account hierarchies created in Siebel
Contact Center are available for assignment to B2B self-service users.
B2B users with access to a particular account can view orders and service
requests created in child accounts as well.

Profiles and Preferences

This Siebel eSupport feature allows users to manage their own profiles
and preferences. This helps limit liability arising from exposure to
confidential customer information in your contact center. B2B delegated
administrators are also empowered to manage their organization’s profile.
The integrated password management feature enables users to change
their password and reset forgotten passwords.

Address Book

Users can store frequently used addresses in their address book. B2B
users can create multiple billing and shipping company addresses in a
shared company address book. The address book helps online
customers to quickly complete their transactions.

Single Sign-On (SSO) Deployment

Siebel Self-Service applications allow organization to leverage their


existing SSO solution (Siebel SSO infrastructure, Oracle SSO or 3rd party
SSO solutions) to manage user authentication.

My Account
Siebel eSupport leverages Siebel account, contact and user management
functionalities as Web services, allowing companies to present customers with their
latest account information, contact profile and addresses, and user online access
information.
When a user is logged in to the Web site, the “My Account” section is available
with the following areas: Contact Profile, Change Address, Update Password,
Check Status on an Order or Service Request, View Owned Products (also known
as Assets in Siebel CRM), or Create a Service Request. A user has a complete view
of his or her portfolio - accounts, orders, service requests and assets – regardless of
the channel where the transaction was initiated. If the user is identified as a
business user, they can also see all the orders, assets and service requests that
belong to their company accounts, provided that they have been given access to
these accounts.
Because Siebel eSupport retrieves the account, contact and user information via
Web services, users are guaranteed to get the latest information online, as they
would by calling the contact center or accessing the interactive voice response

Siebel CRM 8.1.1 Planned Features Page 92


(IVR) system. There is no data synchronization overhead because there is a single
CRM data source. User Management and My Account functionality is planned for
the Siebel eSupport and Siebel eCommerce products.

Knowledge Management
Exposing appropriate and helpful knowledge and content online is a key
component to providing quality service in any self-service application. Online users
have come to rely on the convenience of searching through online frequently asked
questions (FAQs), user guides, literature, product news, guided troubleshooting
steps, alerts, or promotional offers anytime and anywhere. However, many
companies have outdated or incomplete information online and the Web site is not
using the same knowledge base as that for the contact center, making it challenging
to keep the knowledge data up-to-date. This can often lead to customers receiving
inconsistent information between channels.

Oracle Secure Enterprise Search

While Oracle recommends the best practice to have the same Siebel Solution
knowledge base across channels, we recognize that many companies have invested
in best-of-breed knowledge management solutions or built their own content or
knowledge repository. Siebel eSupport provides several options to help with the
knowledge management integration issues. Siebel CRM uses the Oracle Secure
Enterprise Search (SES) engine that can aggregate data from Siebel solutions and
other custom repositories such as third-party knowledge management systems,
document systems or an intranet. The Siebel eSupport application calls the Siebel
Search Web service that calls SES engine to index, search, retrieve, and aggregate
the matched solutions and resolution documents that are accessible to
external/Web users, as well as contents from the external sources setup in Siebel
Search Administration.

Fig. 72 – Siebel eSupport – Knowledge management view

Siebel CRM 8.1.1 Planned Features Page 93


Another integration approach is calling a third-party knowledge management Web
service from Siebel eSupport application taking advantage of the SOA-based
architecture in Fusion Middleware.

Knowledge Management Web Service Integration

Siebel eSupport provides two knowledge management web service integration


interfaces – one to the Siebel CRM Solution module and one to a third-party Web-
service-enabled knowledge management system. During implementation, the
company can decide which interface is best suited for their deployment and select
the corresponding data binding. Regardless of the interface that is chosen, Siebel
eSupport provides a complete set of UI components to facilitate searching and
browsing knowledge management, as those commonly seen in popular Web sites
today. The UI components include FAQ, Product News, Alerts, Keyword Search,
Expand/Narrow Search, Search Results, Solution Detail, Rating and Feedback,
Related Solutions or Documentation, and Recently Viewed Solutions. Coupled
with Oracle JDeveloper, companies can extend these provided components or
easily create new UIs.
Knowledge management functionality is also leveraged in Siebel eSupport service
request and chat navigation flows, where companies can auto-search knowledge
management to retrieve contents matched to user’s inquiry. This provides another
opportunity to show the updated contents to users, possibly eliminating a service
or chat request to your contact center. Users may also want to leverage the same
Siebel eSupport knowledge management functionality in Siebel eCommerce that
may address any support questions upfront during the sales cycle, which could help
users to make the correct purchase decision.
Service Request Management
Checking the status of a service request is a common function offered on most
Web sites. Users today can log in to their internet provider’s Website to check the
status of a reported problem. They can also log in to their local or state
government’s Web site to file a passport application or check the status of a
childcare support case. Companies are expected to have service request
management as part of their customer service or technical support Web sites to
serve their customers more effectively.

Siebel CRM 8.1.1 Planned Features Page 94


Fig. 73 – Siebel eSupport – Create service request view

Service request management in Siebel eSupport provides configurable process


flows to guide customers to identify a product or service problem online, auto-
suggest solutions, capture necessary contact and account data, allow attachments
to describe the problem further, and provide the user with a reference number to
track the request.
For example, a single page is used for “Request for Information” to capture the
essential contact information, versus a multi-step process flow for an “Installation
Problem” request to ensure that complete account information, asset data, and
error logs are included in the submission. Siebel eSupport provides flow templates
and site administration configurations that allow for easy extensions.
In several service request UI pages, partial-page rendering is an AJAX-enabled
component added to allow portions of a Web page to be refreshed without
redrawing the entire page. This achieves a more satisfying user experience and
improved performance on the Siebel eSupport site.

Siebel CRM 8.1.1 Planned Features Page 95


Fig. 74 – Siebel eSupport – Create service request guided process

There are additional functions built for better business-to-business service request
management. For business users, they can log service requests on behalf of
another user within their organization, and be able to check the status of all service
requests that are associated with the accounts that they can access. They can also
search service requests by wildcard or exact number match, by account, by contact,
by product, by keyword in description, or by date range when the requests are
created, etc. The design of all of these features is based on requirements learned
from many Siebel CRM customers who have Siebel eSupport Web sites dedicated
to their large business customers.
When customers return to the Web site to check status, they can read the support
agent update and any solution or documentation that is attached to resolve the
issue. The user is also presented with a survey to provide quick feedback on the
resolution experience, and this feedback can be used by the contact center
supervisors to measure and improve support. If the user wants to expedite the
service request, they can do so by updating the service request, or they can click on
the “Chat” button to request immediate assistance from a support agent. The
service request data is submitted along with the chat request to the support agent,
so the agent can better help the customer during the chat interaction.

Siebel CRM 8.1.1 Planned Features Page 96


Fig. 75 – Siebel eSupport – Service request tracking

Contact Us

Contact Us – E-mail

When users cannot find the information they are looking for in the online
knowledge management repository, they don’t always phone the support agent
immediately. Instead, they click through the customer service Web pages to find e-
mail, chat or call back options as the next alternative.
Siebel eSupport is integrated with Siebel Contact Center and Oracle Contact
Center Anywhere (CCA) to provide complete e-mail, Web chat and Web call back
options to transition Web users from self-service to assisted-service support.
The configurations for Siebel eSupport e-mail allow organizations to route Web e-
mails to appropriate agent groups with Siebel Email Response. Companies who
have Siebel eMail Response can setup an email response group to receive emails
from Siebel eSupport users. Siebel eMail Response is a complete email response
management system (ERMS) featuring converting incoming emails into service
requests and sending the service request confirmation email to the eSupport users.

Siebel CRM 8.1.1 Planned Features Page 97


Fig. 76 – Siebel eSupport – Send email view

Contact Us – Siebel Chat

Internet chat popularity has increased in recent years, with more users becoming
comfortable communicating with each other using instant-message and text
message tools. Internet chat allows users to continue to surf the site while in
conversation with the support representative. Siebel CRM provides complete
integration of Siebel eSupport, Siebel Contact Center and Oracle Contact Center
Anywhere Chat, called Siebel Chat, where the contact center representatives can
handle multiple chat sessions; access the URL library to push a Web page to the
customer; use shortcuts to access customer information within the Siebel
application; and leverage the frequently-used-responses to facilitate the chat
interaction.

Fig. 77 – Siebel eSupport – Request chat view

Siebel CRM 8.1.1 Planned Features Page 98


For more detailed information on Siebel Chat functionality, see the Siebel Chat
section in this Statement of Direction and in the Siebel eCommerce section.

Contact Us – Web Call Back

Oracle Contact Center Anywhere (CCA) also has several call back options, such as
automatic call distribution (ACD) voicemail, IVR call back and Web call back.
Company may choose to integrate Siebel eSupport with CCA Web Call Back, so
that Siebel eSupport users can click on “Web Call Back” and enter a contact
number to be reached. The call back request is then routed to Contact Center
Anywhere to connect to an agent immediately. This feature is frequently leveraged
in both Siebel eSupport and Siebel eCommerce web sites.
Contact Us – Branch Locator

Many sales and support interactions continue to require in-person assistance.


Siebel eSupport branch locator functionality provides a simple interface for users
to lookup physical addresses (for example, retail stores or customer service centers)
by proximity or by offered services at that location. Customers can find the
organization business hours and phone number, and get driving direction and map
to the location. When organizations add new locations and services, the new
location’s information is captured once in the Siebel CRM application and is made
available real-time over the Web. Siebel plans to integrate with Yahoo, MapQuest
and Google Maps tools. Branch locator functionality is available in Siebel eSupport
and Siebel eCommerce.

Fig. 78 – Siebel eSupport – Branch locator with Google Maps integration.

Siebel CRM 8.1.1 Planned Features Page 99


Web Survey
Surveys are a useful tool to monitor customer satisfaction. The secret to
encouraging customers respond to these online surveys is to present the relevant
survey questions in a timely fashion. Siebel eSupport plans to leverage the Siebel
Marketing landing site and survey library so marketing and customer support
managers can use the same tool to create various types of sales and service surveys
online. Siebel eSupport provides surveys to measure customer satisfaction for a
service request resolution and for Web chat assistance. The response feedback to
the survey is stored in Siebel CRM application. Organizations can use Oracle’s
Business Intelligence tools to analyze these feedback data, assess the areas they can
measure and improve customer satisfaction across channels.

Fig. 79 – Siebel eSupport – Service request and Web survey view

Siebel CRM 8.1.1 Planned Features Page 100


Siebel eCommerce
Siebel eCommerce has been designed to enable companies to manage multi-
channel interactions with consistency and agility. Sophisticated selling rules such
as pricing, eligibility, compatibility, and configuration can be managed once within
Siebel CRM and deployed anywhere across the enterprise. All customer
interactions transition seamlessly from self-service, to assisted care, into the call
center, and back out to the self-service channel while giving customers transparent
access to the real time information they need to do business.

Browse Product Catalog

Context Aware Navigation

Each Siebel eCommerce page is designed to guide customers through common


paths as well as to make it easy for them to explore related information they may
need to make a buying decision. Users navigate through an intuitive user interface,
drilling down into catalogs and catalog categories to find products. Steps can be
quickly retraced by clicking on any point in the “breadcrumb” path. Context is
maintained across multiple workspaces so that the users can easily toggle between
pages for catalog categories, their latest product search result, product or
promotion details, or product comparisons. Related promotions, products,
services, knowledge management documents and a list of recently viewed products
are viewable with one click.

Fig. 80 – Navigate the online product catalog in Siebel eCommerce

Context-Aware Template Views

A logical indirection framework has been woven into the application page flow so
that for one logical page the system dynamically chooses from multiple page
templates to display the page layout designated for the product category the user
has selected. This approach goes beyond the design best practice of creating a
clean separation between logical and physical pages and actually sandwiches simple
dynamic business logic between two logical layers. This means that the product

Siebel CRM 8.1.1 Planned Features Page 101


detail page can look totally different for a physical product versus a service, and the
business logic to designate which template to use can be maintained by a non-
technical business user and updated without restarting Web servers. End-user
customer can personalize their browse pages by selecting from different templates,
such as gallery, paragraph or list view.

Logical (meta data)

Page
Product Details Page

Prod Category =
Insurance

Template
Product Details:
TemplateInsurance
ProductTemplate
Details: Apparel
Product Details: Phones

Prod_Det_Insurance.jspx

Physical

Fig. 81 – Dynamic templates logical model

Centralized Sales Product Catalog

Product-related sales information is managed once in Siebel CRM 8.1 and


consistently deployed anywhere across the enterprise. This includes:
 Rules: pricing, eligibility, compatibility, entitlement, complex product and
promotion configuration constraints, and product relationships.
 Product Structures: simple product bundles, simple products with editable
attributes, editable & non-editable promotions, and complex products.
 Informational: product catalogs, categories, descriptions, attributes, and
features.

Fig. 82 – Siebel CRM centralized product administration.

Siebel CRM 8.1.1 Planned Features Page 102


Siebel eCommercie has been designed to take advantage of the power and
flexibility of product information managed within Siebel CRM. CRM data is
exposed through Web services to the various e-commerce sites managed with
Siebel eCommerce and is cached to deliver a high-performance end user
experience.

Fig. 83 – Siebel eCommerce catalog administration.

Content Management System Integration

To create a more compelling visual experience, multiple media files such as


Macromedia Flash can be linked to product catalog images to create a more
compelling and visually appealing user experience. These files can be stored in any
content management system using the WEBDAV protocol (Web-based
Distributed Authoring and Versioning).

Fig. 84 – Content management integration in Siebel eCommerce

Siebel CRM 8.1.1 Planned Features Page 103


Keyword and Faceted Product Search

Keyword and faceted search are integrated into a single experience so customers
can continuously narrow and expand their search results by entering/removing
keywords and selecting/removing categories and product attributes.

Fig. 85 – Incremental search capabilities through keyword and faceted Search

The searching experience in Siebel eCommerce has been seamlessly integrated with
catalog browsing so users can perform a search at any point in their drill- down
process and choose to narrow their search results based on any attributes common
across the product classes within the search result. Site administrators control
what attributes within each product are searchable and at anytime a non-technical
user can change those attribute selections with a few clicks of the mouse.
As illustrated in the diagram below, the service-oriented architecture of Siebel Self-
Service applications allows it to fit neatly into a composite application of Siebel
CRM and 3rd party business services. This architecture allows organizations to
choose from multiple search engines and to build on a solid SOA for companies
wishing to extend the application.

Siebel CRM 8.1.1 Planned Features Page 104


eCommerce View
1.Keyword / attribute search 7. Retrieve product Details
Search Interface Product Cache
2.Call Siebel search 6. Return
web service product IDs

Product Search Product Details


Web Service / WS / Business
Business Service Service Siebel
Server
3.Call search engine 5. Filter results
API to execute search by eligibility Product
Search External Index
Eligibility Business
Business Service BusCom
Service
4. Return list of
product IDs

Index
SES
Search Engine

Fig. 86 – SOA search architecture in Siebel eCommerce

Ensuring consistency across the enterprise, both the search engine index and the
self-service cache are populated by the same product information managed within
the Siebel CRM system. The search [1] is invoked by calling a CRM Web service
[2] which calls the appropriate search engine [3], also used for knowledge
management searches. The search engine returns a list of product IDs [4] which
are filtered by the eligibility business rules maintained in CRM [5] before passing
them back to the Self-Service tier [6]. The product details for the page are then
pulled from the cache [7] to ensure a more responsive and quicker user experience.

Siebel CRM 8.1.1 Planned Features Page 105


Compare Products

Fig. 87 – Siebel eCommerce product comparison table.

To enable customers to quickly understand the differences between products,


customers can add them to a comparison matrix which contrasts their descriptions,
attributes, and features. To increase the likelihood that customers find what they
are looking for, similar products are also listed on the comparison page so that the
customer can optionally add any of these up-sell products to the matrix. The
comparison page is saved throughout the session so that products can be added to
or removed from the matrix at any point in the shopping experience.

Related Products

To more effectively up-sell and cross-sell customers, the product details page is
designed to entice customers to explore related products and services.

Fig. 88 – Up-sell and cross-sell related products such as accessories and services.

Siebel CRM 8.1.1 Planned Features Page 106


The following bins are displayed in the right contextual area so customers can
easily explore other buying options by drilling into and out of these related
products
 Promotions: Any promotion in which the current product is listed.
 Similar Products: Up-sell products
 Accessories: Cross-sell products
 Services: Cross-sell products which are services

Real Time Decisioning (RTD) Product Recommendations

Oracle’s Real Time Decisioning (RTD) platform is planned for integration with
Siebel eCommerce to leverage closed-loop and predictive analytics to generate
offers in real time that are most likely to increase sales and/or promote retention.
RTD is the same engine used in Oracle Intelligent Offer Generation (IOG) which
integrates to Siebel Contact Center by recommending a next best action.

Fig. 89 – Relevant, personalized product offerings through Oracle’s Real Time Decision
(RTD) platform.

Siebel CRM 8.1.1 Planned Features Page 107


As customers browse a Siebel eCommerce website, Oracle RTD makes
personalized product offer recommendations and tracks whether they are selected.

Self Service

Login Browse Browse Select


Categories Products Offer

Eligibility
RTD

1.Send
Customer 2-n.Send Context
4-n.Learn
ID 3-n.Return Offer

Fig. 90 – RTD flow in Siebel eCommerce

In order to effectively score and make more intelligent offers, Oracle RTD pulls
input from the following sources:
 Siebel CRM: If the user has logged in, any information in CRM can be used,
such as previously purchased assets and customer segmentation
information.
 Browsing history: Based on the catalog categories visited over a defined time
period, Oracle RTD can infer the types of offers the user is most likely to
accept.
 Offer history: Learns which offers were previously presented and any actions
taken on those offers.
 Learning from random sampling: Oracle RTD learns from random
experimenting against control groups and uses this experience to score
offers more likely to be accepted.
 Business objectives: Oracle RTD allows companies to define multiple
objectives for offer scoring and to define customer segment weighting that
should be given to the different objectives. For example, this would allow a
company to focus more on message consistency for important established
customers but to focus more on maximizing revenue for first-time visitors.

Siebel CRM 8.1.1 Planned Features Page 108


Fig. 91 – Setting objectives using a sliding scale in Oracle RTD

Oracle RTD is a self-learning tool whose predictive models continuously and


automatically adjust based on customer responses and marketplace changes.

Knowledge Management

The “Learn More” bin appears in the right contextual area of the product details
page to easily display documents relevant to the current product. As customers
drill into various knowledge base documents they can view the detail, see
documents related to the selected one, and refine the search used to suggest
knowledge management documents.

Fig. 92 – Contextual knowledge base documents

Chat

If customers want to talk to an agent before finalizing their buying decision, they
can initiate a chat session. The agent chat is integrated into Siebel Contact Center
so that other relevant customer information is at the agent’s fingertips. Agents can
“push” customers Web pages which are likely to aide the shopping experience.
Since the customers’ carts are the same object as the Siebel Contact Center quote
object, agents can add and delete items from customer carts in real time as well as
help complete the checkout.

Siebel CRM 8.1.1 Planned Features Page 109


Fig. 93 – Siebel Self-Service applications provide online chat capabilities.

For more detailed information on Siebel Chat functionality, see the Siebel Chat
section in this Statement of Direction.

Configure Product
Complex product configurations are exposed to web visitors through an intuitive
user interface that always shows the running total and current selections, and
guides customer with a multi-step process train and contextual messages.

Fig. 94 – Online product configuration exposed in Siebel eCommerce

Siebel CRM 8.1.1 Planned Features Page 110


Multichannel Consistency and Flexibility with Configurator

Siebel eCommerce shares the same configuration administration as the agent-


facing Siebel CRM application. By using the same configurator, the product
information exposed to end customers reaps the multi-channel consistency
benefits of shared product structures and constraint rules, while at the same time
gives companies the flexibility to tailor the configuration experience to the unique
needs of the end customer. Administrators can choose to use the same page and
UI controls in Siebel eCommerce pages as the agent-facing configurator in Siebel
Contact Center or define different structures and views.

Fig. 95 – Centralized product configuration administration with channel-specific user


interfaces.

Configurator as a Service

Siebel eCommerce uses a service-oriented architecture by calling the Siebel CRM


configurator as a service and rendering the end-customer UI within the Siebel
eCommerce self-service application.

1.Click the configure button for a product


eCommerce Interface
Cache
2. Retrieve 3. Retrieve 4.Display the
product product UI Configurator UI
Structure definition
Product Structure Product UI Self Service JSPX
Web Service Web Service UI Templates
1.SS Definition
2.CC Definition Map
3. Default

Siebel Configurator

Fig. 96 – SOA configuration of Siebel eCommerce

Siebel CRM 8.1.1 Planned Features Page 111


If an organization is managing multiple commerce sites, each with its own unique
look and feel, this consistent visual experience is easily maintained throughout the
customer’s shopping experience. Administrators can control and extend this
experience using Oracle JDeveloper – the same Fusion Middleware IDE
(integrated development environment) used to manage Siebel eSupport and Siebel
eCommerce. In addition, if one of the child products of an aggregate promotion is
a complex product, the configurator process train and running total can be merged
with the promotion to create a more seamless experience.

High-Performance Configurator

Leveraging the reduced memory footprint and enhanced multi-threading


configurator capabilities delivered in Siebel CRM 8.0, Siebel eCommerce has been
architected with performance top of mind.
To ensure a responsive user experience, the most common Web service
information is cached in the Siebel eCommerce application. Additionally, the
administration controls allow companies to choose for each product the user
actions that trigger a price calculation.

Modify Configuration

From the shopping cart, customers can expand configurable products to see their
current selection and modify them if necessary. In addition to complex products,
this functionality also applies to editable promotions and simple products with
editable attributes.

Consistent UI Across Product Structures

For less complex configuration requirements, companies can choose to use other
product structures such as simple products with editable attributes and
configurable promotions. To ensure a consistent experience to end customers,
Siebel eCommerce recognizes the different characteristics of these product
structures yet exposes them with an intuitive user experience nearly identical to
that of complex product configuration.

Shopping Cart & Checkout

Manage Shopping Cart

Siebel eCommerce plans to deliver a fully functional shopping cart that can be
managed across the boundaries of multiple sales channels. For convenience, the
shopping cart is exposed as a mini-cart on all online browse pages and as a full
page shopping cart to access advanced functionality. Customers can view and
remove the products in their carts; expand and modify their configuration
selections; add cart items to their comparison matrix; rename their carts; create
multiple carts; save their selections for any period of defined time; or checkout to
complete their purchases.

Siebel CRM 8.1.1 Planned Features Page 112


Fig. 97 – Advanced shopping cart functionality in Siebel eCommerce

Agent-Shopping Cart Collaboration

The service-oriented architecture of Siebel eCommerce creates a true multi-


channel shopping experience. When online customers request help from agents in
a chat session or phone call, Siebel Contact Center agents can collaborate with the
shopper with real time efficiency. Because customers’ Web service calls to their
carts are the same objects as Siebel Contact Center quote objects, agents will have
real time access to the contents of customers’ carts; can interactively add or delete
items from these carts; and if necessary, can assist with the checkout process.

Anonymous Cart Management

Anonymous users can browse the online catalog and save items in their shopping
carts. Pointers to the carts are saved in users’ cookies so they can be accessed in
the future from the same computer. Because the carts are saved on the server,
agents can assist anonymous users as described above in “Agent-Shopping Cart
Collaboration.” If an anonymous user logs in, the anonymous cart is merged with
the logged-in user’s last modified cart. Unlike anonymous users, logged in users
can access their carts from any computer.

Multiple Shopping Carts

B2B and B2C customers can create multiple shopping carts to manage multiple
purchasing projects. These carts can be renamed at any time.

Fig. 98 – Manage multiple purchasing projects with multiple shopping carts.

Siebel CRM 8.1.1 Planned Features Page 113


Multi-channel Quotes

The shopping cart enables companies to extend customers’ self-service experience


into the traditional offline quoting process. Because quotes and carts are the same
business object, customers can view online any quotes created for them by sales
representatives and agents through any channel. Customers can drill into the
details of the products on these quotes with all the robust functionality of the
catalog browsing experience and, if desired, make changes and submit them as
orders.

Checkout

At any point in the shopping experience customers can choose the checkout action
to purchase their products using Siebel eCommerce. All checkout information is
defaulted with customer account information so customers can quickly complete
their transactions. Customers can modify this information to meet specific
shipping, payment, and tracking needs, or to contact the company through another
channel to complete the transactions.

Fig. 99 – Checkout process in Siebel eCommerce

Asset-Based Orders

With Siebel eCommerce, B2B and B2C shoppers can designate any
product to be tracked as an asset so the merchant and purchaser can at
anytime view information about these assets; see the configuration
choices made; and if applicable, modify the asset configuration (see the
View & Modify Assets section below). These assets can be associated to
contract agreements, commitment terms, and entitlements. Service
requests can be logged against specific assets so customers have easy
access to service request history by asset. B2B customers have the added
flexibility to associate assets to different employee contacts and accounts,
and if not already in the system, add the new contacts during the checkout
flow.

Siebel CRM 8.1.1 Planned Features Page 114


Ship to Multiple Locations

B2B and B2C customers can ship each line of their order to a different
address by selecting from previously saved addresses or creating new
ones. B2B customers can also easily search for and select from shared
company contacts and addresses.

Gift-To Addresses

To prevent shared company addresses from being cluttered with personal


address, B2B customers can create private gift-to addresses that aren’t
exposed to other company employees.

Payment Methods

Customers can save multiple credit card and bank account payment
methods to be used in any channel and choose their default method for
new online orders. Other payment methods such as purchase order and
invoice can be made available for B2B customers.

Tax Calculation

Siebel eCommerce shares the same tax calculation integrations as Siebel


CRM so taxes can be calculated in real time and displayed on the order.

Save Partial Checkout

If customers are interrupted in the middle of their checkout process, the


information entered is saved for the future.

Siebel CRM 8.1.1 Planned Features Page 115


View & Modify Assets
Siebel eCommerce leverages the same asset-based ordering (ABO) functionality as
Siebel Customer Order Management and can be exposed to online Web visitors.

Fig. 100 – Seamless asset modification between Siebel Customer Order Management and
Siebel eCommerce

Filter and Search for Assets

Regardless of the channels in which they were created, customers can easily view a
list of all assets associated with the contacts and accounts to which they have
access. If this is a long list they can filter the list based on asset ID, product name,
status, install date range, account, and contact name.

Asset Details

For any asset, customers can drill into the asset details page to see more
information about the purchased product. This information includes descriptive
information; install date; commitment terms/penalty amount/grace period;
configuration choices selected; and sold-to/bill-to contact and account
information.

In-Flight Open Orders

To make sure customers have a real time understanding of the latest state of their
assets, they can click on the Open Orders tab to see the details and status of all
open orders against the current asset being viewed.

Sell Related Products

In order to generate additional up-sell and cross-sell opportunities, the right


contextual area of the asset details page contains bins to suggest similar products
(up-sell), accessories (cross-sell), and services (cross-sell services). These are the
same bins that are displayed on the product details page and allow customers to
quickly drill into the catalog to explore other purchases.

Siebel CRM 8.1.1 Planned Features Page 116


Modify Asset Configuration

Customers are empowered to easily change the configuration of their assets by


selecting the modify action on any complex product, editable promotion, or simple
product with editable attributes. The modify asset process train will be merged
with the appropriate configuration process train to guide customers through the
steps required to complete the asset-based change order. If there is a financial
impact to the change or a tangible product needs to be shipped, Siebel eCommerce
administrators can define the flow to just use the asset defaults or enable it to give
customer an opportunity to change the payment method or shipping address.

Modify Bill-to and Sold-to Information

With Siebel eCommerce, customers are empowered to keep their asset records
accurate. If they wish to change the asset tracking or billing information they can
modify the sold-to contact, sold-to account, or bill-to account associated with the
asset.

Multiple Product Structures

Complex products, promotions, simple products with editable attributes, and


simple product bundles are all displayed in the same manner, showing only the
root product in the product list and then enabling customers to drill into a
consistent asset detail page to view the child products under the root.

View Order Status


Customers can easily view real time order status and history for orders entered by
them or for a contact or account to which they have access. This includes both
new orders and asset-based change orders entered through any channel.

Search for and Filter Orders

Customers can search for specific orders with a robust search tool planned for
Siebel eCommerce that filters orders based on date range, order status, order
number, account name, and contact name.

Order Details

When customers find the orders for which they are searching, they can drill into
the same details as are displayed on the order confirmation page.

Copy Order

To make it easy for customers to re-enter similar orders, any previously submitted
order can be copied into the shopping cart so that it can be edited and submitted
again.

Siebel CRM 8.1.1 Planned Features Page 117


Cancel Order

Administrators can define the status for which the company will accept an online
order cancellation so that customers can cancel orders through the self-service
channel.

Administrative Settings
Website administrators can create, configure, and manage multiple sites through
the site administration tool. Site administrators can define the look and feel of
sites and personalize them to target different customer segments. Sites can also be
configured to support multiple locales, payments, and shipping methods.

Comparison to Siebel eSales


Compared to Siebel eSales, the new Siebel eCommerce product contains many
new and improved capabilities as highlighted in the below chart. The chart
identifies for each feature whether the out of the box eCommerce (eC) or eSales
(eS) products include the feature (Y), partially address the feature (m), or does not
include the feature (N).

eCommerce 8.1 vs. eSales


eC eS eC eS
Functional • B2B & B2C Checkout Y N
• eAdvisor N Y • B2B Co./User Registration Y N
• Favorites N Y • Multiple tabbed workspaces Y N
• Quick Add N Y • In context mini-bins Y N
• Related Products Y m
• RTD Prod. Recommendation Y N
• Multiple Sorts Y N
• Chat Y N
• Multiple Browse Views Y N
• Content Mgmt Integration Y N
(WebDAV, extend to WebCenter) • Indirection framework Y N
• Integration to KM Search Y N • Site Management Y N
• Robust Prod Search Y N
(SES, keyword, narrow/expand) Technical
• Promotions Y N • Extensible UI Y m
• Asset Based Ordering Y N • MVC Standards Based Y N
• Robust Compare Y N • Caching Y N
(persist w/in session) • SOA Composite App Y N
• Configurator – User Friendly Y m • Fusion Middleware… Y N

Key: eC = eCommerce, eS = eSales

Fig. 101 – Comparison of Siebel eSales and eCommerce

Siebel CRM 8.1.1 Planned Features Page 118


Industry-Specific Functionality

SIEBEL COMMUNICATIONS, MEDIA, AND ENERGY


Siebel Communications, Media, and Energy (CME) release introduces the next
evolution of Siebel CRM applications for the communications, media, and utilities
industries. Continuing Oracle’s commitment to these industries, this release
improves CME organizations ability to increase their most valuable customer’s
loyalty and increase average revenue per user (ARPU) through enhancements in
Siebel’s loyalty solution outlined in earlier sections. In addition to enhanced
loyalty, CME companies can leverage the enriched integration with the Oracle
Contact Center Anywhere solution detailed earlier, to drive a seamless multi-
channel communication experience with robust chat, call back and voice over
Internet protocol (VoIP) channels.
In addition to these enhancements, there have been a number of CME specific
enhancements made as a part of the CME application suite including a next-
generation self service application tailored to the needs of the CME industries and
greater out of the box support for the most common pre-paid support processes.

Siebel Self-Service for Communications, Media and Energy


Siebel CME plans to offer a next generation self-service application which takes
advantage of the rich capabilities delivered as a part of the Siebel eCommerce and
Siebel eSupport base offerings. This solution has been built to work seamlessly
with the Siebel CME applications and the Web services that have been exposed in
those applications.

Enabling Location-Based Product Eligibility

Siebel eCommerce for Communications will leverage the core eligibility and
Ensure a consistent and seamless
compatibility capabilities delivered with the Siebel Customer Order Management
customer experience across channels for
your mission critical sales and service 7.8 release and enable service providers to leverage the same product rules defined
processes. for their contact center within the self-service channel.
Shared products and product rules ensure that the right product is offered to the
right customer in a consistent manner, therefore increasing customer satisfaction
while at the same time driving revenue. Product eligibility can be used to restrict
the set of products to which a customer has access. The most commonly used
form of eligibility is geographic-based eligibility where customers in certain states,
countries or postal codes are not eligible for certain products.

Siebel CRM 8.1.1 Planned Features Page 119


Siebel Self Service for Communications provides the out of the box views and
logic to enable a user to enter their postal code so that only their eligible products
are returned. Alternatively, a user could choose to bypass this entry and the full set
of products would be available for their selection. In addition, the user can choose
to change their location at any point during the browsing experience. The use of a
geographic based eligibility rules adds an additional user paradigm to those offered
through the Siebel Self-Service base offering which includes anonymous users and
logged in users. Requesting a user-entered postal code allows CME organizations
to offer a third user paradigm which allows the customer the benefits associated
with anonymity while at the same time restricting the set of products presented to
the customer.

Fig. 102 – Enter zip code page enables location-based product eligibility for self-service
users.

New Service Activation – A Guided Flow

Purchasing a new service plan and the corresponding equipment can require a
New service activation enables a complex
complex series of steps and decision points which has traditionally limited the
process to be simplified and streamlined
reducing the number of abandoned carts percentage of new orders placed through self-service sites within the CME
and increasing order completions and industries. As CME organizations look to drive business to their Websites to
customer satisfaction. leverage this low cost to serve, they need a guided selling flow, similar to the task-
based user interface offered as a part of the Siebel CRM 8.0 release.
In Siebel CEM, new service activation provides the following capabilities:
 Ability to choose preferred purchase path by selecting the desired device or
service first, or selecting from a set of pre-defined packages.
 Browse for a specific category of product, such as devices and services.
 Decision steps allowing, for example, a customer who has elected to
choose their service first, to indicate whether they would like to purchase a
new device to go with the service or use an existing device.
 A process-based approach enabling up-sell and cross-sell opportunities,
such as presenting the relevant accessories to be built into the customer
experience.

Siebel CRM 8.1.1 Planned Features Page 120


Fig. 103 – New self-service activation view in Siebel Self-Service for Communications

Changing Billing Preferences

As service providers look to drive costs out of their business and drive stickiness
amongst their customer base, they are increasingly looking to online presentation
of billing data and analytics/reporting data that can be offered as a part of that bill
presentment.
This set of functionality allows a customer to update their account to choose to
receive their bill online. This capability has been built to work seamlessly with
Oracle Communications Billing and Revenue Management.
This feature provides the following capabilities:
 Ability to change billing preferences.
 Ability to change payment method.
 Ability to add a new billing profile which contains the user’s billing
preferences and preferred payment method.

Siebel CRM 8.1.1 Planned Features Page 121


Fig. 104 – Change billing preferences online using Siebel Self-Service for
Communications

Self-Service Change Order Support


Given the constantly evolving service offerings from provider, change orders
represent the most common type of order within the CME industries. To fully
realize the cost savings associated with the self-service channel, CME organizations
must support both new and change orders within their online solution.
Siebel Self-Service for Communications has a series of views, processes and logic
to support the most common change orders leading to a lower total cost of
ownership and a consistent customer experience across channels.

Modify Service

The modify service set of capabilities represents a guided flow supporting a series
of different types of changes to different types of services or promotional
packages. The purpose of the guided flow is to offer a fully functional set of
change order capabilities while hiding the complex logic, product rules and
different product models from the user.
Modify service supports basic changes to a service plan, like moving from a 200-
minute plan to a 400-minute plan as well as the pricing recalculation that is
associated with the change in plan. Modify service also supports a scenario where
a customer has purchased a promotional package that includes multiple services.
The self service application supports the ability to add an additional add on line to

Siebel CRM 8.1.1 Planned Features Page 122


an existing promotion or to make any other changes that fit within the
promotional rules as defined within the Siebel application.
The modify service flow contains a series of decision steps prompting the user
with simple decisions or questions that enable the modify service process to
contain a series of paths depending on the type of service the customer has; the
type of product model used to define the service; and the type of change that the
customer is trying to make.
In addition to changes to their selected service, this flow includes the ability to
move from one promotional package to another, enabling a customer to upgrade
to a new promotional offering, thus driving increased revenue.

Fig. 105 – Modify service online using Siebel Self-Service for Communications

Change Equipment

The change equipment process flow encompasses another common type of


change order – moving from one piece of equipment or device to another. Similar
to the modify service process flow, the change equipment process supports a
number of different types of product models and types of changes. For example,
change of equipment could be represented as the purchase of a new handset in a
wireless example or a request for a new set top box for a cable provider. The
guided flow allows the user to select the asset for which they are changing their
equipment and then browse to select the new device. The change order
representing both the old equipment and newly ordered equipment is created and
the appropriate price and costs are associated with the order.

Suspend Service

The suspend service process flow allows a user to select the service that they
would like to suspend and then enter the suspension date, resumption date (if
known) and any relevant comments. The self-service application then creates the
suspension order and submits it to the Siebel Communications.

Resume Service

Similar to the suspend service capabilities, the resume service process flow enables
a user to request service resumption. This resumption order is passed to Siebel

Siebel CRM 8.1.1 Planned Features Page 123


Communication, where it can go through further routing to ensure that it is passed
to the appropriate activation and billing systems.

Change Payment Method

Siebel Self-Service for Communications has also provided a set of views and logic
to enable CME organizations to offer self-service capabilities around changing
payment methods so CME organizations have accurate credit and debit card
information on file.

Shopping Cart and Checkout


Siebel Self-Service for Communications offers two distinct checkout experiences:
one for a business customer and another, more streamlined checkout process for a
consumer customer. By offering these two set of process flows and user interfaces,
CME organizations can tailor the user experience while leveraging the same
underlying Siebel CRM functionality. This approach of combining the robustness
of the Siebel CRM application with the flexibility of a J2EE-based user interface
underlines the direction that Oracle has taken in creating a best of breed self
service application.

B2B Checkout Preferences

The B2B checkout enables a simplified process with robust flexibility to decrease
the amount of time that it takes administrative users of CME organizations’ largest
customers to accomplish their most frequent tasks. At the same time it offers the
flexibility to meet the diverse scenarios that large corporate customers require. The
checkout capabilities allow B2B administrators to purchase new services for groups
of users while having the relevant equipment shipped to one or many locations. By
enabling locations to be specified at the individual line level, business customers
are able to have equipment, such as a new mobile handset, delivered to individuals
at their homes or at their office, or to a central location for distribution by the
corporate administrator.
The checkout flow also allows a business customer to place an order that is billed
to a single billing account or department, or for each individual item to be billed
separately. This flexibility helps CME organizations place a single order for
individuals whose expenses span different billing departments or organizations,
and as a result, support whatever type of billing and accounting practices their
customers choose to implement.
Similarly, the B2B checkout flow allows subscriber information to be captured,
allowing a single corporate administrator to be represented as the subscriber for all
services; the individual end users to be represented as the subscribers; or some
combination of the two. The checkout process also allows customers to choose
whether they would like to be assigned a new number or port an existing number.

Siebel CRM 8.1.1 Planned Features Page 124


B2C Checkout Preferences

In contrast, the B2C checkout flow has been built with simplicity in mind. While
the shipping, billing, and subscriber data can be changed and specified, the user
interface has been simplified and the number of steps has been reduced to move
toward a one-click checkout process.

Fig. 106 – Shopping cart and checkout screenshot in Siebel Self-Service for
Communications

Pre-Paid Service Support


Siebel CME offers new functionality for managing pre-paid services – a large and
Prepaid services represent a large and
growing market segment and Siebel’s out
growing segment that has historically been defined as a high-volume, low ARPU
of the box support allows providers to drive market segment. As a result, the pre-paid features were built to execute in a highly
down their total cost of ownership performant, scalable and cost effective manner. The inclusion of out-of the-box
support for the most common pre-paid service processes represents additional
opportunities for business process optimization on the part of service providers.
This is manifested through an elimination of the need to switch between
applications; increased automation of critical steps; and ultimately the end-to-end
sales and service processes are further streamlined for efficiency and consistency.
Pre-paid transactions may take place through a number of different channels:
• Contact Center: Agents require visibility into all relevant customer profile,
account, and usage information. To enable full support of all sales and service
issues via Siebel CME, the application was extended to include the views,
processes and logic required to support service activation, top-ups, credits,
service requests, balance information, account management, and orders for all
pre-paid and value-added services.
• Retail: Retail sales and service representatives need access to the same
customer information as contact center agents enabling the retail outlet to
support all appropriate sales and service transactions using Siebel PRM.

Siebel CRM 8.1.1 Planned Features Page 125


• Handset: The handset will be integrated to the Siebel CRM system. Any
activities processed through the handset, including activation, downloads, and
top-ups will immediately be visible to sales and service agents, as appropriate,
across any channel. Agents or the system will be able to contact the customer
through the handset to complete activation or deliver offers and notification
of low balance, status on service issues, etc.
Siebel CME plans to support both new service activation as well as a pre-paid to
post-paid migration. The high level processes supported include new activation,
pre-paid to post-paid migration, usage/balance inquiry, and top-up.

Fig. 107 – Pre-paid service view in Siebel Communications

High-Level Processes

New views, processes and business logic have been added to Siebel CME
including:
 A new view displaying the service profile, current balance, and Intelligent
Network activities enabling a single view of a prepaid customers’ most
relevant information.
 Ability to display service specific current balance, Intelligent Network
activities (download, calls, top-up) and top-up transactions so that accounts
who have multiple prepaid services with a CME organization can have the
information specific to each of their various services.
 Ability to view top-up history for each service so the customer’s history can
be well understood as context for their current request.
 Support for top-up using credit card, voucher, promotion, and
complimentary credit
 Ability to validate a voucher and retrieve a voucher balance to apply to a
top-up to ensure that there is no revenue leakage through the use of invalid
or depleted vouchers.

Siebel CRM 8.1.1 Planned Features Page 126


 Support for administrative capabilities, including the ability to differentiate
products as either pre-paid or post paid products.
 Multiple billing profiles enabling a customer to maintain more the one
payment method. The relationship between how a customer pays for a
service and the service itself is tracked throughout the full order lifecycle,
starting with the quote and moving to the order and ultimately to the asset.

Integration Support for Oracle Application Integration Architecture


Oracle offers a pre-built integration of Oracle’s Siebel Communications, Media
and Energy (CME) and Oracle Billing and Revenue Management (BRM) using
Oracle Application Integration Architecture Process Integration Packs (PIP).
This pre-built integration of Siebel CME and Oracle BRM ensures the accuracy
and near real-time availability of customer, billing, product, and pricing data
through:
 Product and price synchronization
 Account, contact, address and billing profile synchronization
 Integrated order management
o Process sales order
o Initiate billing on fulfilled services
o Update order status
To support this integration, Siebel CME will include new VBC-based views that
enable an agent to retrieve information from Oracle BRM for:
 Real-time view of balance groups & balance details
 Real time display of unbilled usage information
 View of invoice details
 View of payment and adjustment history
 Capture of payments for an invoice and submission of data to Oracle BRM
for processing
 Capture of new adjustment requests into Siebel CME and submission of
data to Oracle BRM for processing
These views supporting Siebel CME and Oracle BRM integration will be
supported through the Siebel CME Billing Management product. Customers
deploying this integration through Oracle must purchase this product in
combination with appropriate Oracle Application Integration Architecture
Process Integration Pack licenses:

Siebel CRM 8.1.1 Planned Features Page 127


 The Oracle Communications Integration Pack for Order to Bill
 The Communications Agent Assisted Billing Care PIP
For more information about PIPs visit
http://aia.oraclecorp.com/products/indspc.html.

Siebel CRM 8.1.1 Planned Features Page 128


SIEBEL FINANCIAL SERVICES

Product Group Visibility


Investment banking has undergone many changes as a result of consolidation,
globalization, deregulation, increased competition, and compliance requirements.
In this new market place, Oracle provides a comprehensive solution that allows
investment banks to effectively manage client interaction and complex
relationships.
Due to the changes and trends within investment banking - plus the deployment of
cross divisional/functional CRM within financial institutions – investment banking
division are requiring more granular access and relationship visibility. Oracle is
working with our customers to solve this challenge. Product group visibility in
Siebel Financial Services empowers our customers to succeed.
Chinese walls are the boundaries that separate the different functions and divisions
within financial institutions. The walls aim to prevent the transmission of
confidential client information across divisions in the firm. Siebel Financial
Services plans to allow the investment bank to model and maintain Chinese wall
criteria within the application to ensure that confidential information is kept
secure.
Siebel Financial Services contains various levels of security that restrict access to
information and application functionality. Information can be secured based on
user information. This functionality allows members of the investment banking
team to have access to different information than members of the sales and
research departments.
In Siebel Financial Services, product group visibility enables one product group to
share or not share information with another product group(s) while respecting
regulatory requirements and the need for privacy between select product groups.
This visibility supports matrix-based financial institutions, regions, divisions and
specific product functions or team groupings.

Product Group Visibility Benefits and Features

With Siebel Financial Services planned product group visibility feature, financial
services organizations can obtain a variety of business benefits including:
 Ensuring that valuable customer relationship information across the
organization is captured and accessed at the right time, by the right
resources.
 Increased data quality, and process consistency, through a confidence in
data level access across product group functional and divisions.
 Deeper relationship and sales penetration through better quality
relationship information across product group functional and divisions.

Siebel CRM 8.1.1 Planned Features Page 129


 Enhanced executive transparency and visibility into the financial
institution’s complete relationship across the entire enterprise.
 Respect for industry rules, regulations, and compliance.

Fig. 108 – Product Group Visibility Application View Applet Logic

Siebel CRM 8.1.1 Planned Features Page 130


SIEBEL HOSPITALITY
Siebel Hospitality 8.1.1 helps hospitality companies streamline revenue capture
across all channels; ensure that bookings reflect the optimal pricing and selection
of products in accordance with local demands; maximize the usage of available
inventory; and coordinate all planning and operations processes of events across
multiple properties.
Sales representatives can capture leads, check inventory availability, design and
price tailored solutions, generate property specific quotes and create contracts in a
single interaction using Siebel Hospitality.
Opportunity Booking Enhancements
Enhanced Opportunity functionality that includes:
o Users will now have the ability to send multiple and/or
additional quotes for the same opportunity to the same property
o Users now have the ability to allow multiple quotes go definite
Enhanced Quote functionality that includes:
o Users will have the ability to turn off automatic status change
when a quote goes definite
o When a quote has its status changed to definite, the other
quotes won't automatically have their status changed to
turndown
By adding these new enhancements to Siebel Hospitality, users will be able to
provide the customer with more valuable information needed to secure the
customer booking.

Siebel CRM 8.1.1 Planned Features Page 131


SIEBEL LIFE SCIENCES
Siebel Life Sciences 8.1.1 introduces the next major evolution of Siebel’s industry-
leading CRM applications designed to support the pharmaceutical, medical and
medical device industries. Siebel Life Sciences is a comprehensive suite of
applications that enables companies to manage, synchronize and coordinate all
customer interactions across multiple channels. Siebel Life Sciences 8.1.1 extends
its Siebel Life Sciences offerings to better enable companies to manage samples
more effectively and support personalized detailing as part of the closed-loop
marketing process.

Sample Compliance and Accountability


Product sampling has proven to be a powerful marketing vehicle for the
pharmaceutical industry. Use of product samples for product promotion by
pharmaceutical companies around the world is governed by local country
legislations. In the United States, samples distribution is regulated by the Food and
Drug Administration and the Prescription Drug Marketing Act (PDMA). The
process of managing samples and ensuring the company is in compliance with this
process is critical for all companies.
Siebel Pharma 8.1.1 offers advanced functionality, elevating your ability to comply
with PDMA regulations to an unprecedented level. It provides an end-to-end
solution for sales and sample compliance groups that enable customers to
incorporate and enforce business processes in accordance with federal and regional
government regulations ensuring improved accountability and compliance
throughout the organization.
It enhances the ability of pharmaceutical companies to manage and maintain an
electronic inventory of samples and promotional items using Siebel Pharma
samples management while providing better control and oversight of the sample
management process. Siebel samples management allows sales representatives
and/or administrators to measure and monitor sample disbursements at every level
throughout the organization.

These enhancements include:


Allocation-Based Sampling
Sales management can control field sampling activity by defining thresholds
and controls on what and how much can be sampled for a given period. This
allows better control and ability to maximize your investment with these
promotional resources.

Control Sample Replenishment Orders


Sales management can control field force sample replenishment orders by
defining thresholds and controls on what and how much can be requested for
a given period. This allows better control over samples and orders can be
fulfilled in a timely manner.

Siebel CRM 8.1.1 Planned Features Page 132


Support for Direct Mail-fulfilled Sample Request Process
Sales representatives can disburse or request samples for direct and mail
fulfillment. Transactions can be tracked from request to shipment to
acknowledgement.

Dynamic Disclaimers
Dynamic disclaimers can be generated for signature capture forms depending
on a variety of factors such as: type of sampling activity, who is being sampled,
which state samples are being distibuted in, and the type of samples
(controlled/non-controlled substances) being distributed.

Sample Compliance Home Page and Dashboard for Proactive alerts


Enables home office analysts to quickly investigate and resolve inventory and
delivery discrepancies.

Administrator Managed Inventory and Reconciliation Processes


Enables sample compliance users and/or sales reps to maintain an accurate
and comprehensive account of all sample activity from distribution and
inspections to inventory reconciliation.

Exception Case and Incident Management


Allows sample compliance analyst to track sales rep accountability exceptions.
Enables analysts to consolidate diverse information about a field
representative into a single view and then track the case.

Improved Signature Audit with Follow-up Tracking


Allows home office users to view signatures captured from multiple sources
and sample requests on one page; fulfill receipt requests of electronic
disbursement transactions; and verify signatures for audits. Sample compliance
analysts can also flag exceptions and complete physician follow-up procedures.

Approval and Signature Processes for Adjustments


Allows home office review of all adjustments made by sales reps and verifies
them before including them in calculations. You can also enforce electronic
signatures capture before submitting any transaction for approval.

Inventory Audit and Location Inspection Reports


Allows sales reps, managers and inventory auditors to submit interim/close-
out physical inventory counts and location inspection reports. Provides
automatic tracking and processing of sample shipments and transactions,
including disbursements, transfers, partial transfers, returns, loss, and
inventory management for sales reps and independent 3rd party physical
inventory counts.

Siebel CRM 8.1.1 Planned Features Page 133


Siebel Personalized Content Delivery
Siebel Personalized Content Delivery improves the value delivered by closed-loop
marketing processes. It provides the ability for marketing teams to improve the
planning, execution, analysis, and adjustment of all marketing activities including
leveraging the sales force channel to deliver tailored messages for different
customer segments. It allows marketing teams to adjust and distribute messages
along with relevant digital content in an efficient way.

In addition, Personalized Content Delivery provides the ability for marketing


teams to gather information on customer needs through assessments and surveys
in a more timely fashion. Insight collected by the sales force can be leveraged by
marketing teams to refine existing messages, change tactics and develop new and
more effective marketing strategies.

Siebel Personalized Content Delivery solution makes it is possible to deliver high


impact experiences tailored to customer needs using multimedia visualization
content created by the marketing teams. It allows sales teams to deliver the right
message, to the right customer at the right time to optimize each selling
opportunity, resulting in improved customer acquisition, satisfaction, and
retention.

Planned features of Siebel Personalized Content Delivery 8.1.1 include:

Ease of Managing Content


Personalized Content Delivery solution improves processes associated with
message and content distribution. The solution enables customers the
flexibility to work with content providers of their choice without the need for
proprietary content authoring tools. Approved marketing content can be
loaded and distributed using permission-based access control by leveraging
existing Siebel Remote infrastructure without the need for a separate
infrastructure to distribute content to remote users.

Drag and Drop Message Assembly


Personalized Content Delivery solution provides an easy to use drag and drop
capability for brand managers to assemble messaging content. The
Personalized Content Delivery solution is integrated into the campaign
management processes to allow brand managers to further optimize their
multi-channel marketing strategy.

Siebel CRM 8.1.1 Planned Features Page 134


Fig. 109 – Personalized Content Delivery message planner

Integrated into Sales Process


Personalized Content Delivery solution extends the current Siebel’s call
reporting capability making it easy to complete an end-to-end sales process
without the need for expensive integration into third-party software.

Brand Management
Personalized Content Delivery ensures consistency and accuracy of the
message and improves the quality of the sales call. It provides control
mechanisms to lock down content, organize messages and manage fair-balance
messaging requirements for highly regulated industries.

Designed for Customer-Facing Interactions


Personalized Content Delivery provides an easy to use, smart solution for sales
representatives to deliver rich, interactive digital marketing content. It is
designed to help engage in a meaningful dialog, present key messages, leverage
the high interactive content capabilities provided by Flash, video and other
industry content formats.

One-Click Access
Personalized Content Delivery provides one-click access to start an interaction
session, switch between different product messages, show related collateral
and collect feedback. For industries such as life sciences, sales representatives
also have one-click access to capture electronic signatures for samples during
their physician interactions.

Siebel CRM 8.1.1 Planned Features Page 135


Automated Tracking
Personalized Content Delivery allows automated tracking of customer
interaction, navigation path, tracking of content used, time spent on each asset
and click-stream data within each asset.

Dynamic Assessments
Personalized Content Delivery allows capturing feedback from customers,
follow-ups for sales representatives, and conducting assessments to capture
customer's needs and beliefs. Marketing and sales managers can easily create
new assessments to capture additional data to improve their targeting and
messaging effectiveness.

Intelligent Message Selection


Information collected during interactions (used in conjunction with other
customer related information) helps determine the next best action for the
sales representative. Personalized Content Delivery provides an extensible
messaging optimizer to auto-load the optimal set of messages for each
customer interaction.

Fig. 110 – Siebel Personalized Content Delivery viewer

Siebel CRM 8.1.1 Planned Features Page 136


SIEBEL PUBLIC SECTOR
Siebel Public Sector changes the way governments interact with citizens by
providing the ability to fill out electronic forms online and submit those forms
directly to the Siebel case management system.
In Siebel Public Sector, once citizens complete an electronic form, the government
agency will have the choice of allowing the data to be automatically transferred to
the Siebel Pubic Sector self-service application, or to be reviewed by an agency
employee who can take an action (i.e. click a button) to upload the data to Siebel.

Self-Service Features for Siebel Public Sector

Online Form Locator

Citizens and agency employees can search for the appropriate form by name,
number or type using the online form locator in Siebel Public Sector

Fig. 111 – Siebel CRM Online Form Locator

Suspended/Resume Intake

Government forms are oftentimes complex, requiring citizens and agency


employees to collect information from a variety of sources to accurately complete
the form. Siebel Public Sector plans to provide government agencies with two
options to streamline this process:
 Citizens can create a user name and password and return to complete the
form at any time it is convenient.
 Citizens are able to submit the form without creating a user name and
password.
When a citizen creates a user name and password, the form is saved on the Adobe
Form Server. The citizen is then able to return to the Siebel Public Sector self-

Siebel CRM 8.1.1 Planned Features Page 137


service portal, re-enter the user name and password, and complete the form when
it is convenient.
Citizens can also enter form data without the creation of a user name and
password, submitting the date directly to the Siebel case management solution.

Required Field Prompts

Government agencies require certain information to be captured to determine a


citizen’s eligibility for benefits, file taxes or initiate the creation of a case. When
designing forms in Siebel Tools, administrators are able to specify required fields.
Upon deploying the Adobe Form on the Siebel Self-Service solution, these fields
are then highlighted. When a citizen tries to submit a form without completing all
required fields, they receive an error message. This process is completed on the
backend through form data validation.
When the user clicks the Submit button on a form, Siebel validates that all required
fields are filled in properly, and may also include additional validations set by the
administrator. If the form does not satisfy the validations rules, the user will be
prevented from submitting it and given the opportunity to make the necessary
changes.

Fig. 112 – Required field prompts on the Siebel Public Sector self-service page

Capture of Required Fee and/or Supporting Documentation

Many government services require a fee for certain services (for example, a
building permit or passport renewal). The Siebel Public Sector 8.1 self-service
solution provides the ability to capture payment information via credit card,

Siebel CRM 8.1.1 Planned Features Page 138


automated clearing house (ACH) and other forms of payments from the citizen
after the form is completed, but before the final submission.
In addition to capturing payment information, Siebel Public Sector 8.1 provides
the ability to capture supporting documentation (for example, copy of driver’s
license or paystub). The system prompts the citizen to attach required supporting
documentation prior to the application being uploaded into the Siebel case
management system.

Form Submission

The self-service capabilities in Siebel Public Sector 8.1 will provide a number of
features to support the form submission process including confirmation numbers,
data validation and contact matching.
Upon submitting a form through the online portal using Siebel Public Sector 8.1, a
confirmation will appear on the citizen’s screen as well as a message which
indicates when they should expect to hear back about the status of the application.
Citizens can check on the status of their form submission by querying the
confirmation number on the portal site.
Prior to processing the citizen’s application for benefits, the Siebel Public Sector
8.1 solution will route the application to an employee case folder for review of all
required data elements.
Only employees can upload an application form into the system. At this stage,
employees will either create a new contact or match an ID. For creating a new
contact, the form will create the new contact record, including the form data, and
use the data to update additional child data elements. When searching for an ID
match, the system will prompt the user for a unique identifier (for example, Social
Security Number) to identify the existing contact record. Once a match is found,
the contact data in the form is compared to existing data in the record, and any
discrepancies presented to the user to resolve. The rest of the form data will then
be uploaded to the child records-related contacts, case, households, addresses,
vehicles, assets, and more.
Data from the citizen/employee application form will be transferred to the Siebel
Public Sector application so that the agency has a historical record of the data as
submitted at that point in time. Employees will then upload the application into
the system. During the upload process, a master case record will be located or
created; one case will be created for each program the citizen applies for; and
relevant data from the form(s) is imported into the appropriate Siebel contact,
household and case records. All cases generated from the application are imported
as child objects to the master case.
In addition to uploading individual cases, the agent is able to select multiple
applications from multiple contacts and upload one at a time or all of the
applications at once. The information that is contained in the application is
populated into the appropriate fields within Siebel Public Sector.

Siebel CRM 8.1.1 Planned Features Page 139


Form Administration

Through integration with Siebel Public Sector and Adobe Lifecycle Server,
administrators can use Siebel Tools to map fields in a given form to the Siebel
schema. The self-service capabilities in Siebel Public Sector 8.1 release will provide
a Siebel administrative view to manage all the forms that have been mapped, as
well as payments and supporting documents associated with specific application
forms.

Verification Template
The verification template will let the agency administrator define the set of items
that must be verified for a certain case type. As new cases come in, and a case type
is assigned to them, the cases worker will automatically get to see the items that
must be verified for the open case. This capability is expected to enhance
consistency of service and reduce errors in servicing a citizen’s case. Once the
caseworker has verified the items listed in the case, the case can move to the next
stage.

Fig. 113 – Verification plans and verification items in Siebel Public Sector 8.1.1

Quality Assurance Template


The quality assurance template will let the government agency define the items that
must be reviewed during a quality assurance assessment. The quality assurance
worker applies a checklist to a case in their work queue. This checklist is a
sequence of actions that need to be performed as well as a list of items that need to
be addressed. Some of the questions that can be included in the quality assurance
template are:
- Was this case resolved in a satisfactory timeframe?
- Was a follow-up call performed?

Siebel CRM 8.1.1 Planned Features Page 140


This is expected to help the government agency offers consistency of service
according to rules, regulations, policies and/or for legal compliance and in
accordance with local, state, regional, provincial and country regulations.

Fig. 114 – Quality assurance plans and items in Siebel Public Sector 8.1.1

Benefits Plan
The benefits plan object provides one place to track all the services and benefits
delivered to a constituent. The benefits Pplan will list all of the programs an
individual is eligible for. For each program, the system highlights the specific
benefits the individual recipients will receive as well as all those activities a
recipient must conduct in order to remain eligible for a given program. Typically
in a social services environment, there are a number of individuals involved in the
administration of benefits to a recipient. These participants can vary from non-
profits and other agencies to local governments. The benefits plan provides
mechanisms for assigning individual services to partners and providers, and gives
partners the ability to provide input on the status of a benefit line item and
relevant activities that impact the case.

Siebel CRM 8.1.1 Planned Features Page 141


Fig. 115 – Benefit Plan and Relevant Objects

Benefits Plan History


Changes in an individual’s living situation can impact what programs and services
he/she is eligible for. As changes in circumstances are evaluated, new benefit
plans must be created to reflect these changes. At the same time, it is important for
the organization to keep track of not just current benefits, but previous benefits
provided to an individual. The Siebel benefits case management system provides a
benefits plan history view where old benefit plans can be archived to provide an
audit trail of all benefits administered to the individual and his/her family.

Flag Related Cases


New in Siebel Public Sector 8.1.1, the master case object provides a single view
into all the cases being administered to an individual. When contact, relationship,
income or demographic fields are changed that impact eligibility at the case level,
the master case file is flagged so case workers assigned on other cases are aware of
the change(s) and can evaluate eligibility.

Siebel CRM 8.1.1 Planned Features Page 142


Oracle Business Intelligence Applications

ORACLE BUSINESS INTELLIGENCE APPLICATIONS


Enterprises depend on information to optimize performance. However, most
organizations are hampered by information that is incomplete, out of date, or
otherwise inadequate for answering critical business questions. Additionally,
organizations often struggle to deliver the right information to the right person at
the right time. Oracle Business Intelligence Applications provide the most
integrated and up-to-date pre-built analytical solution for Siebel CRM 8.1.1.

Siebel CRM 8.1.1 Business Adapter


Oracle Business Intelligence Applications provides a wide array of adapters to
Siebel CRM source systems for data extraction and loading into the pre-built
Oracle Business Analytics Warehouse.
Built upon the industry leading Oracle Business Intelligence Enterprise Edition
(OBIEE) Plus technology platform, the Oracle Business Intelligence Applications
for CRM (Oracle Sales Analytics, Oracle Service Analytics, Oracle Marketing
Analytics) have been industry leading customer analytics applications for a number
of years.
An upcoming release of Oracle BI Applications includes planned support for
Siebel CRM 8.1.1. This will extend the existing broad support for Siebel CRM 6.3,
7.5.x, 7.7.x, 7.8.x and 8.0.x applications even further.

Oracle Contact Center Telephony Analytics


In today’s increasingly competitive marketplace, a company’s contact center can
become an important source of competitive advantage. Companies with top-
performing contact centers typically have more satisfied customers, lower
operating costs, and higher revenue per customer. To achieve these results,
however, organizations must rigorously track and analyze key contact center
metrics – for example, first call resolution rates, average call handle times, transfer
rates, revenue per agent, and cost per contact – and take the appropriate actions to
maintain their performance levels. Oracle Contact Center Telephony Analytics
provides organizations with insight that enables them to analyze key aspects of
contact center performance. The solution provides best-practice metrics, alerts,
and key performance indicators (KPIs) enabling companies to take targeted action

Siebel CRM 8.1.1 Planned Features Page 143


to improve employee productivity, reduce costs, and increase customer
satisfaction.
Contact center analytics have traditionally been confined to telephony metrics
generated by switches of CTI systems, leaving contact center managers with an
incomplete picture of contact center performance. Oracle Contact Center
Telephony Analytics displays information from the telephony switch, routing
middleware, and CRM systems to contact center professionals, providing timely
insight that enables them to take action. With Oracle Contact Center Telephony
Analytics, contact center professionals can spot potential issues and identify
opportunities to cross-sell, up-sell, and improve customer satisfaction.
As staffing costs continue to climb, contact centers are implementing new
technologies to ensure that service requests are handled as cost-effectively as
possible. Oracle Contact Center Telephony Analytics is built on an open analytics
platform that integrates with web servers, IVR, ACD and CTI solutions. As such,
Oracle Contact Center Telephony Analytics provides an integrated view of key
metrics across channels, including IVR, email, and the web. Supervisors can
analyze trends and usage of each channel and determine where customers abandon
lower costs channels, like an IVR menu or web page, in favor of talking to a CSR.
The application also displays cost per contact, channel response times, and
customer channel preference. Understanding how channels are used and
identifying problem areas enables organizations to make improvements and point
customers to the best channel for each type of interaction.

Fig. 116 – Oracle Contact Center Telephony Analytics dashboard.

Siebel CRM 8.1.1 Planned Features Page 144


Oracle Contact Center Telephony Analytics provides contact center managers with
access to actionable information that can be used to drive greater satisfaction,
lower cost, and increased revenue.

Oracle Sales Analytics


Oracle Sales Analytics, a part of the BI Applications family, helps sales
organizations leverage the power of timely, actionable information to improve
decision making and ultimately drive results. It is a comprehensive analytic solution
that provides timely, fact based insight into the entire sales process. It provides
new levels of information richness, usability and reach to sales professionals
throughout the enterprise and in the field.
Sales executives can obtain insight into their sales organization’s performance, look
at trends and identify exceptions to take corrective action. Sales managers can
analyze team performance, pipeline opportunities and forecasts to determine
actions required to meet sales targets. Sales reps can determine which products and
customer segments generate the most revenue and how to effectively cross-sell and
up-sell in existing accounts. With Oracle Sales Analytics, organizations can make
faster, informed decisions enabling them to compete more effectively, lower sales
costs and achieve better results.
The Usage Accelerator functionality of Sales Analytics is a powerful solution that
helps Oracle’s Siebel Sales customers monitor, measure and manage sales force
adoption and effectiveness. It is beneficial to users at all levels in a sales
organization. With this functionality, organizations are able to derive maximum
value from their sales force automation implementations. Oracle Sales Analytics is
tightly integrated with Siebel Applications and is planned to be interoperable with
Siebel 8.1.1.

Fig. 117 – Sales Team Effectiveness analysis for Siebel CRM

Siebel CRM 8.1.1 Planned Features Page 145


Oracle Marketing Analytics
Success of a business depends on how fast it is identifying the needs and wants of
the market and proactively addressing them. Marketers have an increasing amount
of data available to them as they seek to develop marketing strategies and plans,
the key challenge is to harness the information contained in the data to effectively
and efficiently grow the business and sustain it over time. Successful marketing
requires excellence in both qualitative and quantitative analysis of marketplace
factors. Marketing Analytics empowers the business to achieve all these. With its
out-of-the-box dashboards and reports tailored towards a variety of users,
Marketing Analytics makes the BI truly pervasive.
Marketing Analytics provides extensive coverage on Campaign Planning and
Performance Analysis, Customer Insight (for B2B and B2C), Event Management,
and Segmentation areas. There are more than 500 metrics available out–of-the-
box, sliced and diced by a variety of dimensions.
Marketing Analytics leverages on the highly scalable and robust Oracle BI
Enterprise Edition Plus technology platform along with the BI Applications
architecture and the Oracle Business Analytics Warehouse. The conforming
dimensions across the CRM and back-office applications make it possible to have a
complete 360 degree view of the customers. Oracle Marketing Analytics is tightly
integrated with Siebel Applications and is planned to be interoperable with Siebel
8.1.1.

Fig. 118 – Campaign Performance Scorecard, Order Summary, Response Trends &
Segmentation Analysis for Siebel CRM

Siebel CRM 8.1.1 Planned Features Page 146


Oracle Service Analytics
Oracle Service Analytics is designed to help organizations leverage the power of
timely, reliable information to optimize service center performance and improve
the quality of customer service.
Oracle Service Analytics provides service center professionals with timely and
comprehensive insight that enables them to take action. With Oracle Service
Analytics, service center professionals can view the entire customer relationship;
spot potential issues; and identify opportunities to cross-sell, up-sell, and improve
customer satisfaction.
Oracle Service Analytics proactively delivers insight to Customer Service
Representatives (CSRs) while they are engaged with a customer, ensuring they
always have the latest information they need to make informed decisions. Analytic
insight can even be delivered directly to their Siebel CRM systems so CSRs don’t
have to change screens when working with a customer. With cross-value chain
insight, CSRs have a complete view of the customer’s account, helping them
resolve issues quicker and increase cross-selling rates. With Oracle Service
Analytics, companies can achieve higher effectiveness and maximize the value of
their customer relationships. Oracle Service Analytics is tightly integrated with
Siebel Applications and is planned to be interoperable with Siebel 8.1.1.

Fig. 119 – Service Request analysis by channel, region, product line, and severity

Siebel CRM 8.1.1 Planned Features Page 147


Siebel CRM Industry-Specific Support
In addition to supporting the horizontal capabilities of Siebel CRM Sales, Service
and Marketing, Oracle BI Applications also provide deep industry specific analysis
to support the many Siebel Industry CRM Solutions including for:
• Siebel Financial Services
o Finance Sales Analytics
o Finance Service Analytics
o Finance Marketing Analytics
o Finance Retail Analytics
o Finance Institutional Analytics
• Siebel Life Sciences Pharmaceuticals
o Pharma Marketing Analytics
o Pharma Sales Analytics
• Siebel Insurance
o Insurance Sales Analytics
o Insurance Service Analytics
o Insurance Marketing Analytics
o Insurance Partner Manager Analytics
• Siebel Public Sector Case Management
o Case Management Analytics
• Siebel Telecommunications
o Telecom Sales Analytics
o Telecom Service Analytics
o Telecom Marketing Analytics
• Siebel Consumer Goods
o Consumer Goods Trade Funds Analytics

Universal Adapter for Siebel and Customer CRM BI Applications


Customers with a mixed deployment of Siebel and custom CRM systems can now
take advantage of the newly enhanced Universal Adapter support for the Oracle BI
Applications for CRM, namely, Sales, Service and Marketing Analytics. The
Universal Adapter provides an open interface for customers to load any additional
non-Siebel data sources into the same data warehouse model where Siebel CRM

Siebel CRM 8.1.1 Planned Features Page 148


data resides. This integration allows customers to leverage the Oracle BI
Applications and the Oracle Business Analytics Warehouse to perform complete
CRM analysis spanning multiple Siebel and custom CRM systems with ease.

Tight Integration with Siebel CRM


Oracle BI Applications provide a robust analytical platform that integrates easily
with Siebel CRM. The solution offers a number of deployment options including
embedding capabilities directly within the Siebel UI. The dashboards and reports
can be directly embedded into a separate Siebel Screen, within a Siebel View or
Form Applet. The BI reports can be filtered based on contextual information,
such as the selected record in a Siebel List Applet. Moreover, individual BI metrics
can be added as standard fields in a Siebel Form Applet.

Fig. 120 – Contextual analytics view driven by a Siebel CRM list applet

Oracle BI Applications can leverage the existing security constructs in Siebel CRM
to perform user authentication and authorization. Instead of re-creating and
storing user IDs and passwords in an Oracle BI repository, the customer can use
the Siebel user table for authentication purposes. Similarly for user authorization,
BI data coming from CRM can be filtered based on the Siebel Owner, Position, or
Organization.
Lastly, the Action Link feature in Oracle BI Applications allows users to take
action immediately after analysis. A user can navigate from a highly summarized
report, to a detail report, and then to the Siebel Screens seamlessly in a single sign-
on environment that maintains the contextual information of the record that has
been selected.

Fig. 121 – Direct navigation from BI report to Siebel CRM transactional screen while
maintaining context

Siebel CRM 8.1.1 Planned Features Page 149


Informatica PowerCenter 8.1.1 SP4 Support
Oracle BI Applications leverages an OEM version of the market leading data
integration tool, Informatica PowerCenter, to perform the extract, transform, and
load (ETL) operations for the Oracle Business Analytics Warehouse. The
upcoming release of Oracle BI Applications that includes planned support for
Siebel CRM 8.1.1 will also be leveraging a new version of Informatica
PowerCenter, version 8.1.1 SP4.
With this upgrade, customers can take advantage of the new supported operating
systems, and database technology, and features provided by Informatica.

Enhanced Support for Global Deployments


The Oracle BI Applications for CRM provide multi-lingual, multi-currency, and
multi-timezone support for global Siebel CRM deployments. The user’s currency
and time zone in each CRM transaction are preserved during extraction and
loading of the Oracle Business Analytics Warehouse. Moreover, the Oracle BI
Applications have been translated to 28 languages, which include all the languages
supported by Siebel 8.1.1.

Fig. 122 – The dashboard text, data and currency is in localized for French

Siebel CRM 8.1.1 Planned Features Page 150


Oracle Master Data Management (MDM)

ORACLE MASTER DATA MANAGEMENT (MDM)


Oracle Master Data Management (MDM) solution is a set of applications designed
to consolidate, cleanse, enrich, and synchronize key business data objects, such as
customer and product, across the enterprise and across time. It includes predefined
extensible data models and access methods with powerful applications to centrally
manage the quality and lifecycle of master business data. To do this, Oracle MDM
Data Hubs:
• Consolidate information into one master repository from disparate
systems and business lines;
• Cleanse and enrich data centrally;
• Governs master data according to organizational rules to insure
compliance and reduce risk; and
• Share data as a single point of truth for a consistent enterprise view.

ENHANCED SIEBEL DATA QUALITY


Siebel Data Quality 8.1 has significant improvements that enhance the quality of
customer data with superior matching and cleansing capabilities. The integration
leverages Universal Connector, a generalized interface that is capable of making
real-time and batch requests to data cleansing and data matching servers. Siebel
Data Quality Matching Server allows search, match, and identify duplicate
customer records based on key customer attributes.

Siebel Data Quality Matching Server


Without requiring programming or changes to existing database tables, the new
Siebel Data Quality Matching Server provides search, matching, duplicate
discovery and relationship linking for all forms of identification data. Moreover,
without impacting database update efficiency, it maintains its own high-
performance fuzzy indexes and efficiently de-normalized tables.Siebel Data Quality
Matching Server overcomes the unavoidable variation, spelling, keying, and word
sequence errors in names, addresses, and identity data – regardless of country,
language, or character set. Aliases, compound names, dates of birth, prior
addresses, multiple identities and phone numbers are also supported.

Siebel CRM 8.1.1 Planned Features Page 151


Incoming data can be formatted or unformatted and does not require
standardization cleansing, or enhancement beforehand. Moreover, the matching
server allows rapid setup and easy rule selection, which avoids the typical, lengthy
process of design, program, test, and change. The Siebel Data Quality Matching
Server also includes a highly scalable Search Server that operates on both single
and multiple processors. It allows new and improved search applications to be
quickly implemented for a variety of business purposes, from customer lookup,
through file screening, to investigative and clearance searches. The Search Server is
scalable for large data volumes, transaction rates and concurrent users. High-
performance indexes are automatically generated and maintained with no change
to existing business application programs or databases.
The key building algorithms used by Siebel Data Quality Matching Server build
rich, highly compressed keys for names, addresses, titles or descriptions. Search
strategies are calculated and optimized in real-time based on the data being
searched for, the level of risk and the need that the search must satisfy. These
range from exhaustive search strategies, where it is essential to prove there is no
possible match on file, through typical, to narrow strategies, where performance
objectives dominate. Match purposes are tuned and tested to mimic an expert
human operator making identification and matching decisions that suit the specific
business purpose. Match purposes also support names, addresses, individuals,
contacts, residents, households, organizations, divisions and all forms of identities.
User-selectable match levels and thresholds allow the user to control the degree of
match.

DQ Population Edit
Matching Override Rule
Administrative
Clients

Siebel DQ Matching
Rule Manager

Loader & Utilities


Key &
Update Synchronizer Strategy
Matc
Console Server Purpos
TM
Siebel DQ Matching Server

API
User Interface Application Siebel
User's Batch User's On-line Data Admin Object UCM / CRM
Processes Transactions

Siebel CRM 8.1.1 Planned Features Page 152


Siebel Data Quality Cleansing Server
Siebel Data Quality Cleansing Server corrects all address data, filters out
superfluous information (stored in separate fields), assesses deliverability, and
generates a detailed report with suggestions for possible sources of address
problems. It parses both structured and unstructured data, identifies residues, and
formats and standardizes the data.
Postal reference tables in many countries change frequently as settlements expand
or change their names, or country-coding systems change. Siebel Data Quality
Cleansing Server utilizes arrangements with many local postal organizations—
including Royal Mail, USPS, Canada Post and Australia Post —that allows you to
receive monthly, quarterly, or biannual updates. Reference tables for each country
are not included as part of Siebel Data Quality 8.1.
Many languages, particularly Asian, have limited sounds and must represent foreign
names with their syllable alphabets. When these names are transliterated back to
the original language they frequently do not exactly match. The Cleansing Server
helps overcome this challenge by performing string mapping for 40 character sets
and seven alphabets.
The Cleansing Server supports both real-time as well as batch updates.

DATA WATCH AND REPAIR


Oracle Data Watch and Repair (DWR) is a profiling and correction solution that
Data Watch and Repair helps the data
assists data governance processes undertaken by a data steward. The data steward
steward examine and discover the meaning
and quality of the data, in order to can use DWR to regularly diagnose and maintain the data quality by running data
proactively perform data governance profiling jobs, assessing the data compliance with existing and new data rules and
correcting the data inconsistencies encountered in the process. This is an edge
application that is new in Siebel 8.1 and is designed to connect to Siebel and
import the relevant tables’ metadata and data into a staging area for profiling and
correction purposes. This allows the tool to be minimally intrusive into regular data
traffic while giving the data steward an in-depth and flexible framework under
which to examine the data and its quality.

Data Profiling
Data profiling is the first step to diagnose the data quality of a system within any
organization. It is a robust and thorough data analysis method used to discover and
evaluate the defects in the system’s data. By doing data profiling, you can discover
things about your data, including (but not limited to) a domain of valid zip codes, a
range of product discounts, columns that hold the pattern of an e-mail address, a
one-to-many relationship between columns and anomalies and outliers within
columns.

Siebel CRM 8.1.1 Planned Features Page 153


Types of Data Profiling

DWR offers the following types of data analysis


 Attribute analysis: Discovers both general and detailed information about the
structure and content of data stored within a given column or attribute.
Attribute analysis looks for information about patterns, domains, data types,
and unique values.
 Functional dependency: Reveals information about column relationships. This
enables users detect any attribute dependencies.
 Referential analysis: Detects aspects of data objects that refer to other objects,
so as to provide insight into how the objects are connected. Common things
detected include orphans, childless objects, redundant objects, and joins.
 Data Rule profiling: Enables users to create rules to search for profile
parameters within or between objects. This is very powerful as it enables
custom rules defined by the business users. Users can then validate their
business rules against the actual data and get a score of their accuracy.

Fig. 123 – Data profiling types

The results of a data profile job are presented in both tabular and graphical format.
The user can also drill down into any of the results and look at the actual data
related to this result.

Siebel CRM 8.1.1 Planned Features Page 154


Fig. 124 – Profiling results for S_CONTACT table

Assessing Data Compliance


While reviewing and understanding the data profiling results, data rules can be
created to attain more insight on specific aspects of the data. A data rule is an
expression that determines the set of legal data that can be stored within a data
object. Data rules also determine the set of legal relationships that can exist
between data objects.
Data rules can be easily derived while examining data profiling results based on the
results themselves. For example, in the domain results, a domain might be
suggested, including all the values that have come up several times in the dataset.
Immediately, a data rule can be derived when looking at this domain result.
Data rules can also be manually created. For both, created or derived rules, the
level of compliance is immediately populated or updated after a change.

Siebel CRM 8.1.1 Planned Features Page 155


Fig. 125 – Applied data rules showing detail on compliant/non-compliant records

Pre-seeded Customer Data Rules

A set of data rules of common usage within CRM and MDM applications have
been created. Although not an extensive list, this rule set is aimed to address some
common customer requirements.
In addition to the built-in data rules that check if data has the standard form of a
social security number, a phone number, or has proper date formatting, the
following pre-seeded data rules come with the Data Watch and Repair tool and
allow users to test customer data on additional constraints.
• Contact Completeness
• Extended & International Phone Numbers
• Name Capitalization & Full Name Standardization
• No Access List by Name, SSN or Email

Data corrections
After creating and applying data rules from the profiling results, users can use
DWR to automate the process of correcting source data based on the data
profiling results. As part of the correction process, DWR creates corrected tables
that adhere to the newly derived data rules and can be written back into Siebel 8.1
through Siebel Enterprise Integration Manager (EIM); as well as correction
mappings that can be used and run repeatedly to cleanse the data thereafter.

Siebel CRM 8.1.1 Planned Features Page 156


Non-compliant data can be ignored, reported or cleansed. There are four possible
cleansing strategies,
• Remove: excludes from the corrected object those rows that fail this data
rule.
• Similarity Match: uses the built-in Match-Merge functionality in Oracle
Warehouse Builder to change the erroneous value to the one that is most
similar to it within the column domain.
• Soundex Match: uses the SOUNDEX function to change erroneous values
to the one within the domain that is the closest phonetic match to it
• Custom: used where the logic to cleanse the column is more complex,
involves other PL/SQL functions, uses conditional logic, or otherwise
requires the creation of a custom PL/SQL function.
After a correction is defined, new definitions that hold the corrected data, as well
as the correction mapping and transformations, will be automatically generated.
These mappings can then be re-run at any future point to correct the data again.
After the data is corrected appropriately, users can then write the results back into
Siebel. An additional mapping is created to map the corrected data to the
corresponding Siebel EIM table, which can then populate the corrected data to the
base table.

Fig. 126 – Automatically generated correction mapping

Siebel CRM 8.1.1 Planned Features Page 157


Platform Support

With Siebel CRM, Oracle plans to provide a comprehensive suite of applications


that enables customers to leverage their investments in leading technologies from
Oracle and partners (including HP, IBM, Microsoft and Sun) to deploy the most
comprehensive multichannel CRM solution. Specifically, it is expected that Siebel
CRM will enable companies to:
 Take advantage of the latest server technologies to provide increased
performance and scalability with compelling returns on investment.
 Leverage the most recent versions of market-leading operating systems,
databases, and Web servers to provide applications with improved security,
easier administration, and greater flexibility.
 Deploy solutions that adhere to their existing IT infrastructure standards,
reducing implementation and administration costs.
 Implement a global solution supporting multilingual data and localization to
lower deployment and training costs.
With Siebel CRM, it is planned to provide support for the operating systems,
database platforms, languages, and clients listed in the following tables. Further
platform-specific details, such as the required minimum maintenance levels for all
platforms and third-party products will be specified by the Siebel CRM System
Requirements and Supported Platforms Guide, published along with the release.

Siebel CRM 8.1.1 Planned Features Page 158


SIEBEL ENTERPRISE SERVER PLATFORMS
It is planned that Siebel Enterprise Servers will support the platforms specified in
the following table.

Server Operating System Version Server Platform


HP-UX 11i v2 11.23 or above HP Integrity servers

IBM AIX 5L 5.3 w/ML04 or above IBM pSeries servers

Microsoft Windows (32 bit) 2003 w/SP1 or above Intel-compatible x86-based servers

Sun Solaris 10 with SP6 or above SPARC V9 compatible servers

Red Hat Enterprise Linux (32 bit) 4.0 w/ Update 2 Intel-compatible x86-based servers

Novell SuSE Enterprise (32 bit) 9.0 + SP’s Intel-compatible x86-based servers

Oracle Enterprise Linux (32 bit) 4.0 w/ Update 2 Intel-compatible x86-based servers

J2EE APPLICATION SERVERS


It is planned that Siebel CRM will support the Application Servers specified in the
table below.
Application Server Version
BEA WebLogic Server 9.2

IBM WebSphere Application Server 6.1

Oracle Application Server 10.1.3

SIEBEL WEB SERVER PLATFORMS


It is planned that Siebel Web Servers will support the platforms specified in the
table below.
Web Server Software Operating System Server Platform
HP Web Server v2.16 or above HP-UX 11i v2 for Itanium HP Integrity servers

IBM HTTP Server 6.1 or above AIX 5.3 IBM pSeries

Red Hat Enterprise Server 4

Novell SuSE Linux Enterprise


Server 9

Microsoft IIS 6.0 or above Microsoft Windows 2003 Intel-compatible x86-


based servers

Siebel CRM 8.1.1 Planned Features Page 159


Sun Java System Web Server 6.1 SP4 Sun Solaris 10 UltraSPARC or
or above SPARC64 V9
compatible servers

Oracle HTTP Server 10.1.3 Red Hat Linux Server 4 Intel-compatible x86-
(Apache Web Server v2.x or above) based servers
Oracle Enterprise Linux 4 kernel
level 2.6.9-42.0.0.0.1

Novell SuSE Enterprise Linux 9

SIEBEL DATABASE SERVER PLATFORMS


It is planned that Siebel CRM will support a wide variety of relational database
management systems and database operating systems.

Database Version Operating System


Microsoft SQL Server 2005, SP1 2005 Available on all Microsoft Windows
Server 2003 supported platforms.
IBM Universal Database (UDB) V9, with FixPak 2 Available on all IBM UDB LUW
Enterprise Server Edition or above supported platforms.
IBM Universal Database (UDB) for 8 + RML IBM UDB for System Z and OS/ 390
System Z v8 (with Required maintenance Level
as specified by APAR ii13985)
Oracle 11g Enterprise Server Available on all Oracle supported
platforms.
Oracle 11g Standard Edition Available on all Oracle supported
platforms.

Siebel CRM 8.1.1 Planned Features Page 160


HIGH INTERACTIVITY-MODE CLIENTS
The Siebel CRM Smart Web Architecture is expected to support a high
interactivity (HI) deployment mode that will provide a powerful user interface
delivered through a Web browser. HI mode will provide support for characteristics
such as minimal screen refresh, implicit record commit, and optimal network
utilization due to the separate retrieval of data and layout. HI mode relies on
advanced browser capabilities, such as Document Object Model (DOM), Java, and
ActiveX controls to deliver this functionality.
In general, HI mode is available only for Siebel “employee applications” such as
Siebel Sales and Siebel Contact Center that are used by internal employees of an
enterprise. IT departments can generally ensure that internal employees are
running browsers that support HI mode. A complete listing of employee
applications will be provided in the Siebel CRM System Requirements and
Supported Platforms Guide. The table below lists the planned supported Web
browsers and client operating systems that support HI mode.

Browser
Client Operating System Internet Explorer Internet Explorer
6.0 7.0
Microsoft Windows Vista SP1 or above X X

Microsoft Windows XP Professional X X


Edition SP2 or above

Microsoft Windows XP Tablet PC Edition X X


2005 SP2 or above

X = Supported

STANDARD INTERACTIVITY-MODE CLIENTS


The Siebel CRM Smart Web Architecture is planned to support a standard
interactivity (SI) mode that provides a user experience associated with traditional
Web applications. The client technology used for the standard interactivity
deployment is widely available browser technology, including HTML and
JavaScript.
In general, SI mode is available for users requiring accessibility features and for
Siebel CRM “customer-facing” Internet applications—such as Siebel eSupport and
Siebel Partner Relationship Management (PRM)—that are used by customers or
partners of an organization. The browsers running within this larger user
community generally cannot be controlled easily. Oracle’s Siebel is committed to
offering access to its SI-mode applications on standard browsers from common
customer desktop operating systems. A complete listing of customer applications

Siebel CRM 8.1.1 Planned Features Page 161


will be provided in the Siebel CRM System Requirements and Supported Platforms
Guide.

STANDARD HANDHELD CLIENTS


Siebel CRM plans to support a wide variety of handheld devices and operating
systems. Siebel CRM plans to support Microsoft Windows Mobile 6 and Microsoft
Windows Mobile 5 operating system for the handheld applications. During the
certification of the operating system, we work with some leading handheld device
vendors to certify the platform. We have used HP iPAQ 610 and HTC Titan for
Windows Mobile 6 certification.
Note that Oracle is moving toward certifying the platform and during the platform
certification process we work with some leading device vendors and test them and
publish the results. We are not certifying individual devices and advise the
customers to ensure that they check the devices are operational on the certified
platform and check the application is fully functional before finalizing any
handheld device. We encourage our customers to inform us which particular
device they are using for the Siebel Handheld application by opening a SR and we
will publish the results for other customers.

Devices Operating System


HP iPaq 2790 Microsoft Windows Mobile 5 Pocket PC

HP iPaq 69xx Microsoft Windows Mobile 5 Pocket PC


Phone Edition
Dell x51

Palm Treo 750

Cingular/AT&T Wireless HTC-8125

Intermec CN3 Mobile Computer

Siebel CRM 8.1.1 Planned Features Page 162


LANGUAGE SUPPORT
Siebel plans to provide official language packs for Polish and Russian languages due
to Poland’s membership in the European Union and an increasingly active Russian
economy. This means that all visible text on the screen for each of the Siebel
applications will be completely translated into Polish and Russian, and when
installed, a user can choose to work completely in either of these languages, or any
of the other 19 user interface languages that Siebel ships. This development brings
the number of user interface languages now available for Siebel applications to 21.

Data Language

Siebel’s user interface language packs are independent of the language used for
entering data. The data language is controlled only by the customer’s choice of
default character set for the Siebel transaction database. If a customer configures
their database default character set to be Unicode (recommended), data may be
entered in any language worldwide. Siebel’s Unicode support permits a user with
an English screen to enter data records in, for instance, English, Arabic, Thai, or
Chinese at any time, provided that their client machine can enter and display these
languages.
Siebel’s language packs represent a substantial financial saving over performing
one’s own translation. The language packs include all on-screen titles, tab names,
field labels, pick-list entries, seed data entries, dialog boxes, and error messages for
each of the Siebel applications. Multiple language packs may be installed for the
same application, although each language version of an application requires its own
application server to be loaded. This allows users around the globe to use the
same application, each in their own language, yet be able to share transactions.
Siebel also supports an ‘unshipped language’ process, where customers may also
add their own translations into languages which Siebel does not yet ship, allowing
yet more users to access the same application in their own language.

Customers with Existing Polish and Russian Translations

A number of customers have used partial language packs that have been available
in the marketplace for some years. A partial Polish language pack has been
available from a Polish systems integrator, while a partial Russian language pack
was available from the Siebel Moscow office for a period of time. If you have
installed these products, and plan to upgrade to Siebel CRM 8.1.1 or later and then
install the new Siebel Polish and Russian language packs, please be aware that your
previous translations of Siebel-supplied strings will be overwritten. The official
Siebel language packs will use the language codes PLK for Polish and RUS for
Russian. If your Siebel system is using these language codes for any reason and
you wish to keep your current translations, then you should configure your existing
translations to use a different language code before you perform the upgrade to

Siebel CRM 8.1.1 Planned Features Page 163


Siebel CRM 8.1.1 or later. Translations of customer-generated application strings
will not be affected.

Available Siebel Language Packs

With the release of Siebel CRM 8.1.1, the following 21 user interface language
packs are expected to be available from Siebel (listed in alphabetical order):
• Arabic
• Chinese (Simplified)
• Chinese (Traditional)
• Czech
• Danish
• Dutch
• English (American)
• Finnish
• French
• German
• Hebrew
• Italian
• Japanese
• Korean
• Polish
• Portuguese (Brazilian)
• Portuguese (Portugal)
• Russian
• Spanish
• Swedish
• Thai

Siebel CRM 8.1.1 Planned Features Page 164


Disclaimer
This document is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied
upon in making purchasing decisions. The development, release, and timing of any
features or functionality described for Oracle’s products remains at the sole discretion of
Oracle.

Siebel CRM8.1.1 Planned Features 165


- -
Siebel CRM 8.1.1 Planned Features
October 2008
Author: CRM Applications Strategy
Document Version: 2.0

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