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Achieving Digital Transformation with Oracle's Siebel CRM

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Siebel CRM’s Github Presence

Over the past year, we’ve begun to build a collection of customizations and documents for Open UI and we’ve been sharing them in Github. Please feel free to take a look at these and use them for your own purposes. Be aware that they’re not actually all part of our product offering, so if you have issues using anything there, use Github’s issue reporting capability, not Oracle Support. Github is a place not only to roll out content, but also to collaborate. If you think you can improve on our solutions, please go ahead and submit a pull request, and we’d love for you to share your Open UI customizations here to add to ours, with the goal of strengthening Siebel CRM for everyone. If all you have is a cool idea for something Siebel might be able to achieve, add that as an issue too, and we’ll see what we can do to provide guides or features to help. Without further ado, here’s an overview of what’s already there. Open UI - https://git.io/vM6GH Autocomplete Filter - https://git.io/vM6sb - By default, the autocomplete filter searches for any result which “contains” the letters you type. This example shows you how the alter the logic from “contains” to “begins with”, simply by overriding jQuery’s autocomplete filter. Constrain User Input - https://git.io/vM6sx - Preventing user error is sometimes considered better than reporting user error. Many Siebel fields, while providing input tools (such as a calendar for date fields) still allow you to enter data manually. Ideally a date field shouldn’t contain any letters, and this technique will allow you to decide whether a given keypress should be allowed. This could be easily extended to permit only valid credit card numbers to be entered, or to ensure that a flight locator was in a valid format. Double Click - https://git.io/vM6Gf - For so many years, double clicking a record in a picklist did something that felt intuitive; it automatically selected and picked that record. When Open UI was built, it was felt that double click was used almost nowhere on public websites, so we moved to use only button press mechanics. Open UI however, allows us to easily re-implement double click if we so chose. This shows you how. Error Tracking - https://git.io/vM6GI - Through integration with bugsnag, this feature captures errors that occur in the browser environment which are not detected by the production environment. These console errors are captured as and when they occur, allowing the development team to rectify them quickly. You’ll need to sign up with bugsnag if you intend to implement this in production. Fluid Form Applets - https://git.io/vM6GC - Since 2013, no new content from Siebel Engineering implements the old grid-based form applets, but instead use fluid form applets. Fluid forms lose the feature of WYSIWYG but gain the capability to be responsive to change, allowing a single design to meet the needs of multiple target devices. This write helps you understand how fluid forms can be created, and how ultimately you can create your own fluid layouts. Maps Integration Google Maps - https://git.io/vM6G1 - Integrate a fully usable Google map into the Siebel application, which recognizes any geo-codeable area, specific lat/long coordinates or a simple address. Oracle Maps - https://git.io/vM6GD - Access an Oracle map modal window which, on entering an address, displays the corresponding contact location on the map. Open All Search Results - https://git.io/vM6ZA - By default, search results are returned in a closed form, allowing you to drill into the one that looks most suitable. This modification opens all results by default, so you don’t have to click to open any of them.  Post-Load Code - https://git.io/vM6nt - After each view load, a customizable post-load event is executed based on the original view load. This gives you a template for a custom postload Javascript file, which you’ll then need to add to your manifest. Quick Search - https://git.io/vM6Ch - This feature allows for a rapid search action through multiple records in a list applet. It’s not perfect and doesn’t work as well in all browsers; maybe you can help improve it? Save last applet search - https://git.io/vM6WL - The last search using the search field is saved and restored for easier future. This functions across devices as it is saved in the user’s server-based preference file. Sorted View Dropdown for Tabs - https://git.io/vM6WO - The content in a dropdown tab can now be sorted based on the user’s preference and working practice. Custom functionality can also be added to each and sorted accordingly. This will override the sequence configuration in Tools. Theme Customization - https://git.io/vM6WG - Here we provide a number of small theme alterations for you to play with. DISA (Desktop Integration Siebel Agent) - https://git.io/vM6Wc - This framework helps in integrating the desktop programs and files with those running on the browser. An completed example is provided to get system information to be displayed in About > Technical Support - https://git.io/vM6Wu. In addition, for DISA, we have also created a code generator for DISA that you might find helpful at https://git.io/vM6Wi EAI – JSON CONVERTER - https://git.io/vM6W1 - This useful eScript based converter, contributed from the can be used to create and interpret JSON strings as well as convert any property set to JSON string and vice versa. LOAD BALANCING - https://git.io/vM6Wh - The Siebel application enables you to generate a load balancing script for REST services.   Lots more coming soon! please feel free to also contribute your own customized solutions to the community.    

Over the past year, we’ve begun to build a collection of customizations and documents for Open UI and we’ve been sharing them in Github.Please feel free to take a look at these and use them for your...

Applications

Open UI Test Automation

Typically Test Automation involves using generic Automation tools and programming in the language supported by the particular tool. This poses challenges in finding or developing the skills required in programming and specific knowledge of the application being used. Siebel CRM Open UI Test Automation, addresses this challenge by providing a built-in automation framework for Open UI and the ability to automate testing without any programming skills. Open UI Test Automation has built-in ‘Keywords’ or ‘Actions’, for automated interactions with the application. By creating a sequence of steps using these built-in Actions, one can automate test flows. Siebel CRM provides the ability to organize such automated test scripts into suites, and to execute them in a batch mode (aka Lights-out, Unattended). The results of the automation execution are presented in an easy to read manner, enabling the quick analysis of results. Open UI Test Automation helps customers reduce significant efforts spent on test automation (in fact, we've seen a 70% reduction in effort when compared to coding), by pre-empting the need to build and maintain an automation framework, and by simplifying the process of authoring scripts, the analysis of results, and scripts maintenance. To find out more - take a look at this document Using Siebel Open UI Keyword Automation (Doc ID 2204562.1) on My Oracle Support.  

Typically Test Automation involves using generic Automation tools and programming in the language supported by the particular tool. This poses challenges in finding or developing the skills required...

Applications

Siebel CRM Innovation Highlights for 2016

Siebel CRM Innovation The Siebel CRM development team has had a very busy year! Let’s be honest - 2016 - has been a blockbuster in terms of innovation and engaging with our successful customers around the world. We released Innovation Pack 2016 in May with a host of new features across UX, Portals, Mobile, Industry specific innovations and of course Agility.   Modern Agility Agility is key focus for us at the moment as we want to leverage Cloud platforms for Siebel CRM and also make our applications the most agile to maintain, develop, test and work across hybrid platforms such as On-Premise and Cloud. Earlier this year we also announced Siebel CRM on Cloud, and as we continue to enhance this offering, we will see tremendous benefits and cost savings for our customers. The Siebel Composer project has seen over 2 years of investment already and is reaching conclusion. We released our Developer Preview back in Innovation Pack 2015 (15.0), showcasing web tools and metadata configuration through the browser and no-SRF based deployment. In Innovation Pack 2016 (16.0), Workspaces were released (after being strenuously tested internally – as we used them to build 16.0), our developers love using Workspaces – it’s simplicity and developer autonomy has seen our own productivity increase substantially. Big projects like Siebel Composer form the nucleus of our vision for agility in Siebel CRM, agility that extends beyond in-browser UI development, including web tools and workspaces, but to parallel development, test automation, open REST based APIs and dynamic application configuration and deployment – specifically designed for Cloud. We have a very clear vision and picture of where Siebel CRM business agility will be:   Innovation – Alive & Kicking! We sometimes hear about rumors spread from our competitors or read in various other sources, that Siebel CRM innovation is in decline. This is quite laughable, really. On the contrary, our investments in transforming agility, cloud platform as well as the continuous enhancements to our Open UI and mobile framework solutions over the last few Innovation Packs are testament to this. We have publicly declared the continuous, committed Oracle Siebel CRM investment in innovation for years now on our website; also you can take a quick look at this video about the Value of Siebel CRM You can catch a glimpse of what features we delivered here in 15.0 and 16.0. Projects such as Siebel Composer are by no means trivial, these are highly ambitious and innovative features which will bring huge rewards for our customers and we do this because we want our customer to continue to be successful. In fact, it’s much easier to just let our customer success stories illustrate that Siebel CRM has a long future and massive potential. Customer Success Most of our customers have been highly successful with our product since it was introduced over 20 years ago. 20 years of innovation – creating a deep and broad CRM application across 21 industries, that is impossible to replicate. We are in the fortunate position that we have so many great market-leading customers around the world achieving amazing results with our product. In fact, success stories that our competitors would go crazy about! This year our team travelled around the world with our Siebel CRM Roadshow to engage with our customers – who themselves also shared their success stories – especially at Oracle OpenWorld. You can read about our Customer Success stories at OpenWorld here. Our customers that follow our strategic path and work closely with us, believe in our product vision and continue to invest – they are successful and realize the return on their investment. Investment Longevity Our mission is to ensure Siebel CRM is the ultimate platform for enterprise CRM, enabling our customers to achieve their business goals – and incorporating the vast technological solutions required to do so. CRM and Customer Experience has exploded to now demand cloud big data solutions, IoT device integration, machine learning and predictive analytics. The union of these technological solutions will drive CRM into artificially intelligent data systems and Autonomous CRM. With Siebel CRM our customers are in a perfect position to leverage their existing platform and adopt these new technologies at minimum risk and cost. Many times alternative cloud CRM solutions are talked about as the best solution but this is not always the case: Complete shift to Cloud solutions can have high business risk of failure Cloud solutions can be very expensive, and without the expected benefits Cloud is not a one-size fits all, lack of deep end to end industry functionality Many Siebel CRM customers have relied on their robust solution for years. When evaluating cloud as a potential option for their business, they often find large functional gaps and realize the tremendous cost that would be incurred when moving away from Siebel CRM. Alternatively, capital cost savings are realized with Siebel CRM on Cloud and our application is ideal to extend and adopt cloud solutions in a hybrid, integrated fashion. Lower risk, less disruption and a more sensible approach to extending CRM, adopting other software solutions.   Transformation Aside from adopting new technologies, with the Siebel CRM application we have also seen this year some fantastic examples of incredible and intuitive User Experiences created using the Open UI framework. We realize that all users are different, across diverse industries and organizations, and our UX strategy is to provide a flexible UI standards-based framework for which our customers can create their own user experience, it’s not to enforce a UI solution on everyone that isn’t extendable. Taking on a small Open UI project can really transform the application and doesn’t have to be expensive. Similarly with an upgrade project, it’s a myth now that Siebel CRM is expensive to upgrade – over 93% of our customers are on our latest releases (Innovation Pack 2014 and above), we also had customers presenting at OpenWorld that are already on our latest release 16.0, and that regularly apply our latest monthly patch sets to stay current. Transforming business agility for the Siebel CRM application has been a necessity and for in 17.0 we will realize SaaS style application agility. We are also committed to adding core new features for our rich industry solutions and new features supporting UX, productivity and mobility. Our team is here to help and just like with all business critical software applications, it’s vitally important to stay current with your application and support. Without Oracle support, you won’t have access to Siebel security patches, our huge support knowledge base, and you won’t be able to take advantage of all the great new features released annually.  Have a quick look at this video about the Value of Siebel CRM After a fantastic year, we’re all tremendously excited about the future of Siebel CRM, starting with our 17.0 release. Remember it’s not about what you hear or read about Siebel CRM, butabout what competitive advantages our successful customers are gaining from our product – actions speak louder than words!

Siebel CRM Innovation The Siebel CRM development team has had a very busy year! Let’s be honest - 2016 - has been a blockbuster in terms of innovation and engaging with our successful customers around...