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Daily CX updates for the Oracle EMEA CX partner community

Oracle Service Cloud & Siebel "Reference Integration" Accelerator

Richard Lefebvre
CX Partners programs Director

Siebel Accelerators are provided to help customers and partners confidently leverage our platform and proven design patterns to meet their own unique needs. The Accelerator package includes all of the source code, documents the detailed setup steps required to deploy the solution, and presents a commentary on the design we implemented to Integrate OSvC 15.5+ with Siebel 8.1.1.14.

Key Benefits

  • Decreased development time when building custom Siebel integrations
  • Ability for Siebel customers to take advantage of Oracle Service Cloud Knowledge, Smart Assistant, Web Customer Service
  • Leverage Service Cloud Agent desktop for assisted digital channels

Please email the OSvC Accelerators team to learn more about the solution and request access.

Example of OSvC and Siebel accelerators:

  • Service Cloud Contacts and Agents
    • Contacts
      • Automated and Interactive Search for contacts
      • Interactive mapping of OSvC contact to EBS
      • View Siebel Contact details in OSvC
      • Interactive Address Standardization in OSvC and CP
  • Service Requests Ɨ
    • Map OSvC/Siebel Products to SR in OSvC
    • Incident Threads / Chat Transcripts Propagate to Activities
    • View  preexisting SR details in OSvC
    • Create ad hock Activities from OSvC
  • Assets and Warrantees
    • Validate Serial numbers in OSvC and CP
    • View Siebel Asset Details in OSvC
  • Repair Orders
    • Create Repair Orders from OSvC
    • View Repair Orders in OSvC
  • Siebel Agents:
    • Service Request status changes propagate to OSvC via CWSS

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