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Overview of the Integration

This guide details the product-integration framework that enables the Siebel application to integrate with Oracle Social Relationship Management products as well as a framework for partner and custom solutions.

NOTE:  The procedures in this guide assume that you do not use left-hand navigation. However, you can set up left-hand navigation. For more information about left-hand navigation and about implementing it, see Siebel Fundamentals for Siebel Open UI.

• For more information on Oracle Social Relationship Management, see the following:

  http://www.oracle.com/us/solutions/social/overview/index.html?sckw=srch:Oracle_SRM&SC=srch:Oracle_SRM

• For more information on social media partner integration, see (Article ID 1535209.1) on My Oracle Support.

Customers and prospects share information about companies, their products, services, support, and competitors through social Web channels and sites, such as Twitter, Facebook, as well as blogs and other social media sites. Integrating with social media has become a social channel for Customer Relationship Management (CRM). The social channel of CRM can enable companies to strengthen customer service levels, improve customer retention, and expose new sources for lead generation.

Integrating Oracle Social Engagement and Monitoring with Siebel CRM enables you to automatically collect, store, analyze, and incorporate content from social media outlets. With Oracle Social Engagement and Monitoring, you choose the topics and streams that you want to collect and analyze, such as your company name, brands, products, competitors, topics and other information. Oracle Social Engagement and Monitoring collects and analyzes information from public posts on social media sources, such as the following:

• Twitter©, Facebook© (public posts, pages, and reviews)
• Blogs and RSS discussion boards
• YouTube® comments, Amazon reviews, iTunes® reviews, and Android Market reviews

Integrating Oracle Social Marketing with Siebel CRM enables you create leads from a Facebook page. Customers can complete form data on a Facebook page and the information can then be pushed to the Siebel application where a lead is automatically created.

It is also possible link a Siebel campaign to Oracle Social Marketing campaigns, allowing you to use previously published outbound social media campaign posts and relate new leads to a Siebel campaign.