4Configuring Siebel Self Service

Configuring Siebel Self Service

This chapter includes information about configuring the look and feel of the Siebel Self Service Web site. It includes the following topics:

• About Configuring Siebel Self Service

• About Configuring Oracle Knowledge for Siebel Self Service

• Configuring Siebel Self Service for Oracle Knowledge

• Configuring Siebel Self Service

• Configuration Tools for the Siebel Self Service Web Site

• Setting Up the Applet for Twitter

• Setting Up Customer Satisfaction Surveys

• Setting Up Autocreation of Attachments for Siebel Self Service

About Configuring Siebel Self Service

You can use Siebel Tools to perform the following tasks to configure Siebel Self Service for your business model:

• Configure Siebel business components, applets, views, and all other objects of Siebel Self Service as needed. For example, set declarative properties or add Web scripts.

• Create new controls, applets, views, or Web pages as needed, and add charts to views, as needed.

• Associate applets, views, and Web pages with the appropriate Siebel Web templates.

• Map the fields, controls, and applets to the placeholders in the appropriate template.

  • Fields and controls are mapped into an applet.

  • Applets are mapped into a view.

  • Views are mapped to a Web page (a Web page container).

In Siebel Tools, the application name for configuring Siebel Self Service is Siebel Service Portal. For more information, see Configuring Siebel Open UI.

About Configuring Oracle Knowledge for Siebel Self Service

Siebel Self Service is integrated with Oracle Knowledge so that customers can review information about programs on the Siebel Self Service Web site. This information includes details about programs, frequently asked questions (FAQs) about programs, and news articles about programs. Developers can use widgets in Oracle Knowledge to create applets of information about programs on the Siebel Self Service Web site. For more information about these widgets, see Oracle Knowledge for RightNow Integration Guide on the Oracle Knowledge bookshelf on Oracle Technology Network.

The program details, news articles, and FAQs that appear in the Siebel Self Service Web site are stored in dedicated content channels of the Information Manager database in Oracle Knowledge. To integrate Siebel Self Service and Oracle Knowledge, administrators configure these channels. These channels provide a framework to define and manage specific document types, such as program details, news articles, and FAQs. For more information, see Oracle Knowledge Information Manager Administration Guide on the Oracle Knowledge bookshelf on Oracle Technology Network.

Administrators can use the Knowledge Management Configuration view of the Administration - Application screen to set up additional criteria for the information about programs in applets on the Siebel Self Service Web site. This view shows the URL of the Information Manager Server for Oracle Knowledge. A custom physical renderer that is associated with the applets reads the additional criteria and uses widgets in Oracle Knowledge to pass the configuration information to the server for Oracle Knowledge. The physical renderer then gets the resulting data from the server and displays it in the applets. For more information about setting up the additional criteria, see Configuring the Applets for Program Information.

Configuring Siebel Self Service for Oracle Knowledge

Before you use Oracle Knowledge with Siebel Self Service, you must install a YUI library. This is required to render Oracle Knowledge content on Siebel Self Service home page.

To configure Siebel Self Service for Oracle Knowledge

1. Go to https://yuilibrary.com/yui/docs/yui/

2. Navigate to QuickStart, Download YUIn and download the latest version of YUI to your computer.

3. Extract the zip file, and in the extracted folder structure, go to Build, then YUI.

4. Locate the yui-min.js JavaScript file and save it to the following location:

   Siebel_Installation\swsm\applicationcontainer\webapps\siebel\scripts\3rdParty
   

5. Open Siebel Self Service, and access Oracle Knowledge.

   The Oracle Knowledge content renders correctly on the home page.

Configuring Siebel Self Service

You can configure the look and feel of the Siebel Self Service Web site to incorporate the brand identity of your company. The Siebel Self Service Web site includes Siebel Web templates and controls (such as buttons and drop-down lists) that you can configure.

Configuring Siebel Self Service is a modular process that separates style and structure (cascading style sheets and Siebel Web templates) from the binding to data (HTML display objects). You can use Siebel Web templates to reuse style and structure across multiple HTML display objects to propagate style and structure changes across HTML display objects.

To configure Siebel Self Service

1. Identify the Web pages, views, applets, and other objects of Siebel Self Service that you want to change.

2. Using Siebel Tools or Web Tools, change the Siebel Web templates as necessary to incorporate the appropriate company layout and formatting.

3. Using Siebel Tools or Web Tools, associate each applet with an Applet Web template, each view with a View Web template, and each Web page with a Page Container Web template.

4. Using Siebel Tools, configure the HTML display objects (controls, applets, and views).

   • Define new applets, views, and Web pages for Siebel Self Service.

   • Define drilldowns where appropriate, such as from summary information to detailed information.

   • Establish mapping between controls and list columns to the corresponding placeholders in the Applet Web templates.

5. Deliver the change to the Integration Branch.

6. Test and debug the configuration.

Configuration Tools for the Siebel Self Service Web Site

Siebel Self Service includes a set of Siebel Web templates and style sheets that determine the look and feel of the Siebel Self Service Web site. You change Siebel Web templates and style sheets by using a text editor or an HTML authoring tool and Siebel Web templates using Siebel Tools or Web Tools. Additionally, a set of object definitions (controls) are grouped together according to object functions and object characteristics. You change Siebel object definitions (controls) by using Siebel Tools or Web Tools. For information about working with Siebel Web templates, cascading style sheets, and controls, see Using Siebel Tools.

The configuration tools for the Siebel Self Service Web site are as follows:

• Page Container Web Template. Displays persistent information, such as help, logout links, or a company logo. It uses the Web template, Page Container CX sService.

• The following templates apply to views:

  • View Web Template.Defines the layout of a view. This Web template is CCViewContainer_Home_Home_Service.

  • View With Home Page Web Template. Defines the layout of the view for the home page. This Web template is SSViewContainer_Home.swt.

  View templates dictate how the applets are mapped or placed.

• Applet templates dictate how the controls and fields are mapped or placed. The following templates apply to form applets:

  • Applet Form Section Web Template. Defines the layout of a form applet. This Web template is Applet Form Basic (CX sService).

  • Detail Applet Web Template. Defines the layout of a detailed form applet. This Web template is Applet Detail Form Self Service.

  • Form Applet Web Template. Defines the layout of a form applet. This Web template is Applet Form Layout.

  • Form Base Applet Web Template. Defines the layout of a form applet in an applet that can display forms or tiles. This Web template is Applet Form Layout Base.

• The following template applies to list applets:

  • Oracle Knowledge Applet Web Template. Defines the layout of the program applet and the news article applet for Oracle Knowledge. This Web template is OK List Applet.

• The following templates apply to tile applets:

  • Tile List Applet Web Template. Defines the layout of a tile list applet. This Web template is Applet List Tile sService.

  • Vertical Tile List Applet Web Template. Defines the layout of a tile list applet when the tiles appear vertically. This Web template is Applet Vertical Tile Self Service.

  • Attachment Tile Applet Web Template. Defines the layout of an attachment tile applet. This Web template is Applet List Tile - SR Attachments (CX sService).

• The following templates apply to other applets:

  • Login Applet Web Template. Defines the layout of the login applet. This Web template is Applet Login Self Service.

  • Oracle Knowledge Search Applet Web Template. Defines the layout of the Oracle Knowledge search applet. This Web template is OK Search Applet.

  • Social Media Applet Web Template. Defines the layout of a social media applet. This Web template is Applet Single Div.

• Cascading Style Sheets. Determine the color schemes and other styles in the Siebel Web templates. You can change the rules-defined style sheet to configure the appearance of the Siebel Self Service Web site. For more information about using cascading style sheets to configure the appearance of the Siebel Self Service Web site, see Configuring Siebel Open UI.

• Controls. Determine how customers interact with the Siebel Self Service Web site. A control is functionality in the applet that usually shows data from a field in the business component or invokes programming logic. One control that is set up in Siebel Tools corresponds to one data control in an applet, such as a text box, check box, or command button.

Setting Up the Applet for Twitter

To set up the applet for Twitter, perform the following tasks:

1. Obtaining a Twitter Widget

2. Displaying the Twitter Widget in Siebel Self Service

3. Designating the Height and Width of the Twitter Timeline

Obtaining a Twitter Widget

To display Twitter Tweets in the Siebel Self Service Web site, you must first obtain a Twitter widget from Twitter.

Note: Siebel Self Service provides a framework for you to create a Web application for your end users. If you choose to display Twitter Tweets in the Web application that you create, then your Web application is subject to Twitter's terms. You do NOT receive a license to use the Twitter service, sites, content, products, or any software under your agreement with Oracle. The Twitter service, sites, content, products, and software must be separately licensed from Twitter. You bear all risks associated with the access and use of Twitter service, sites, content, products, and software. If you choose to display Twitter Tweets in the Web application that you create, then the Twitter widget is available for you to license separately from Twitter subject to Twitter, Inc.’s terms and conditions, policies, rules, and requirements. The Twitter widget downloads javascript that runs on the client side when your Web application opens.

For more information about configuring Twitter widgets, see the Client Side Options section at

https//dev.twitter.com/docs/embedded-timelines

To obtain a Twitter widget

1. Navigate to

   https://twitter.com/settings

2. Enter your Twitter user name and password to access the widget page.

3. Click the Widgets link.

4. Click Create New.

   You use the Twitter timeline tool to configure the public Twitter widget that appears in a Web site.

5. Click the Search tab, and provide values for the following fields to configure the timeline:

   • Search Query. The search word or hashtag that the Twitter timeline shows (for example, #Oracle, #Siebel, #hadoop, and so on).

   • Options. Options about the content in Tweets. These options include the following check boxes:

     • Only show top Tweets

     • Safe search mode (Exclude sensitive content and profanity)

     • Auto-expand photos

   • Height. The height of the Twitter timeline.

   • Theme. The background color (white or black) of the Tweets.

   • Link color. The color for the links that appear in the Tweets.

     After you provide these values, a preview of your timeline appears on the right side of the screen.

6. Click Create Widget.

   The following message appears: Your widget has been created.

   Below the preview of the timeline, generated code appears. You copy and paste this generated code into an empty div element of a Web template file. For more information, see Displaying the Twitter Widget in Siebel Self Service.

7. Note the widget ID before the </script> tag at the end of the generated code.

   An example of the code around the widget ID follows:

   (document,"script","twitter-wjs");</script>
   

   where:

   twitter-wjs is the widget ID.

   You must note the widget ID because you will enter this ID into an empty div element of a Web template file. For more information, see Displaying the Twitter Widget in Siebel Self Service.

8. (Optional) To verify that this generated code displays the widget, complete the following steps:

   1. Create an HTML file with an empty div element.

   2. Copy and paste the generated code inside the div element.

   3. Launch the file in a browser.

Displaying the Twitter Widget in Siebel Self Service

After you obtain the Twitter widget from Twitter, you display that widget in a form applet in Siebel Self Service.

To display the Twitter widget in Siebel Self Service

1. In Siebel Tools, create a new workspace.

2. Create a Web template file with a name of Twitter.swt and an empty div element.

   The file content follows:

   <div>
   </div>
   

3. Complete the following steps to enter content in the empty div element:

   1. Enter the following script tag in the empty div element:

      <script>
      twtr=document.get.ElementById (“widgetID�?)
      if(twtr){
      twtr.remove();
      twtr=null;
      }
      </script>
      

      where:

      widget ID is the widget ID that you note in Step 7 in the topic Obtaining a Twitter Widget.

   2. After the script tag, copy and paste the generated code that appears when you complete Step 6 in the topic Obtaining a Twitter Widget.

4. Create an empty form applet with a name of Twitter, and complete the followings steps for this applet:

   1. Set the class name to CSSFrameBase.

   2. In the Base mode of the applet Web template, set the Web template you created in Step 2.

   3. Add the applet to the view where you want Tweets to appear.

5. Deliver the changes to the Integration Branch.

6. Clear the browser cache, and re-start Siebel Self Service.

Designating the Height and Width of the Twitter Timeline

For the Twitter timeline, the minimum width is 180 pixels, and the maximum width is 520 pixels. The minimum height of the timeline is 200 pixels.

You can use data-tweet-limit, which is a client side attribute that Twitter provides, to configure the number of Tweets that appear in the Twitter applet in Siebel Self Service. When you configure the number of Tweets that appear in the Twitter applet, customers cannot scroll in the applet.

The task to designate the height and width of the Twitter timeline is an optional task, but consider the number of Tweets that appear the Twitter applet if you complete this task. For example, if you configure 5 Tweets in the Twitter applet, but the height and width of the Twitter timeline can accommodate only 2 or 3 Tweets, then only 2 or 3 Tweets appear in the applet. Although the Twitter server forwards 5 Tweets, only 2 or 3 Tweets appear in the applet because scrolling is disabled in the applet. You can increase the dimensions of the Twitter timeline to accommodate more Tweets.

For more information about the height and width of the Twitter timeline, see the Dimensions section at https//dev.twitter.com/docs/embedded-timelines

Setting Up Customer Satisfaction Surveys

The Siebel Self Service Customer Satisfaction survey allows you to obtain customer feedback through customer self-service means. Two types of surveys exist within Siebel Self Service:

• The general survey that solicits user feedback on the overall Web site experience.

• The Service Request survey that solicits feedback on a particular service request that the user has submitted. This type of survey is accessible through the Service Request's detailed view. You can analyze the survey results and generate a report with Siebel Call Center.

To modify the Siebel Self Service Customer Satisfaction Survey questions and labels, you need to use Siebel Tools to configure control properties of the Customer Survey applet. For instructions on how to administer the values contained in your Customer Satisfaction Survey, see Administering Customer Satisfaction Surveys.

To configure control properties

1. Launch Siebel Tools or Web Tools and create a new Workspace.

2. From the Object Explorer window, select Applet.

   The Applets window appears.

3. From the Applets window, query and select Customer Survey Applet (eService).

4. From the Object Explorer window, open the Applet object and select Control.

   The Controls window appears.

5. Select the control you want to change and edit its Caption field, which contains the survey label text.

   The changes you make here will be reflected in your user interface.

6. Deliver the changes to the Integration Branch.

Setting Up Autocreation of Attachments for Siebel Self Service

When filling out a service request, Siebel Self Service users can use the Description field to describe their issue. When the description is greater than the allowed number of words, Siebel Self Service automatically creates a text file attachment and stores the file. You can also map this Description field to any database column (such as the extension column) with a character maximum of any specified number, defined by the database table.

Note: Autocreation of attachments is designed to work when you enter the description in a new record. By default, the Description field is not editable. If you configure the product so the Description field is editable, the attachment is created only the first time that the Description field contains more than the allowed number of characters. If the user edits the description, the attachment is not changed, and there may be in an error indicating that the description is too long.

By default, the maximum length of the description field is 2,000 characters. To modify this functionality, use Siebel Tools to configure the Max Description Length user property of the Service Request (eService) business component, and specify a value for the maximum limit of characters for the auto file attachment creation. For instructions on mapping business component fields to database fields other than the default ones, see Using Siebel Tools.

Note: The Auto-created attachment file has the naming format: <SR Number>_<Login Name>.txt.

The feature to automatically create attachments is available for only the Service Request (eService) business component. You cannot copy and adapt this business component to implement this feature.

To configure max description length buscomp

1. In the Object Explorer window, select Business Component.

   The Business Components window appears.

2. From the Business Components window, query and select Service Request (eService).

3. From the Object Explorer window, open the Business Component User Prop object.

   The Business Component User Properties window appears.

4. Select the Value field, and edit the number as needed.

5. Deliver the changes to the Integration Branch.