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Oracle Guided Learning for Siebel CRM

Adopt & Enhance Siebel end user experiences

Siebel CRM continues to be an excellent, highly flexible, mission-critical Enterprise CRM solution to manage key business operational data. Siebel CRM continues to innovate, bringing new updates and functionality for increased process efficiency and value.

Ensuring end users are using the Siebel platform effectively is always an ongoing challenge. These come from new or infrequent users coming into the system and needing assistance, frequent users needing to adapt to changes made in business process and/or policy, and all users needing to embrace new features and functionalities introduced.

In-application guidance from Oracle Guided Learning enables Siebel Customers to deploy tours, tooltips, prompts, surveys and help documentation in the flow of their end user’s work. This increases adoption, user and administrator productivity and elevates the application experience.

Full details of this solution are included in the whitepaper.

Solution

Oracle Guided Learning is Oracle’s Digital Adoption Platform (DAP) deployed and configured in any business web-based application. Oracle Guided Learning allows administrators to deploy a variety of in-application guides (Tours, Tooltips, Messages, Surveys, Validation Blockers and a Help Widget etc.) in the flow of the process and while a user is in the application.

This allows users to:

  • Increase awareness and adoption of new applications, processes and features.
  • Increase productivity and ability to complete a process successfully and efficiently.

By employ in-application techniques, administrators are able become more efficient:

  • Saving time manually training users and answering requests.
  • Saving time validating data from incorrect or incomplete field input.
  • Measure uptake and adoption of their features with analytics.

    • Oracle Guided Learning also offers unique user personalization and customization options – allowing administrators to architect multiple user journeys and situations for where, when and how guides appear to which user. This level of personalization through branching, conditions and translations allows users to receive the guidance they need.

    Oracle Guided Learning’s Console is an administrator SaaS based orchestrator, which is a space to configure settings to the host-application, create and manage content and review analytics.

    For more details, please visit the Oracle Guided Learning website.

Demonstration

Watch the demonstration to see how User Experience for Service Agents can easily be enhanced with Oracle Guided Learning for Siebel CRM.

Pre-requisites

Before implementing Oracle Guided Learning, you must purchase a licence from Oracle Customer Success Services, Oracle University team. For more details for this please connect with your Siebel Account Manager to gain an introduction.

Architecture

An understanding of the architecture can be found in this whitepaper: OGL and Hosted Cloud Application

Implementation Steps

Post provisioning, Siebel Administrators can follow this deployment guide Siebel Administrator Guide for Deploying and Managing OGL to configure Oracle Guided Learning on your Siebel application.

At a high level these include:

  • Deploying the OGL Javascript to the Siebel Scripts Directory.
  • Registering JavaScript files in Manifest Files.
  • Configuring the Manifest Administrator Load Order.
  • Validate the deployment.
  • Editing OGL configuration patterns for your application.

Demonstration

Watch the video below to understand how to configure Oracle Guided Learning for Siebel CRM.

Common Use Cases

  • Educate Users: Help your employees, suppliers, and customers make the most of your software. Use in-app guides, such as tours, process guides, and simulations, to provide walk-throughs in the system. Use tooltips to provide subtle contextualized guidance as users complete processes. Allow users to access self-service guidance and documents from the Oracle Guided Learning Help Panel. Replace and augment your standard operating procedures by creating guides and efficiently turning them into ready-to-use PDFs, videos, and interactive in-app guides.
  • Communicate Change: Send announcements, newsletters, and maintenance updates about new applications, processes, features, and policies with in-app messaging. Add beacons to draw attention to new features and updates in the web app. Use banners and buttons to encourage users to take necessary actions in the web app.
  • Personalize Guidance:Customize user guidance using activation and step conditions. Display guides based on a user’s behavior, activity, and time spent in the application. Use AI to translate and localize content to make it more relevant for users, and use step branching and launchers to offer personalized guidance paths.
  • Reinforce behavior: Apply validation conditions and rules to help users complete forms and fields correctly. Use element blockers to prevent users from interacting with page elements until specific conditions have been met. Use tooltips to provide users with guidance on what they need to do to progress.
  • Operational Support: Embed self-service guidance in the app to help users resolve simple issues. Allow help desk operators to point users to in-app guides and send guide links (permalinks) to solve issues efficiently. Embed guides into your intranet portals and sites.
  • Gather Feedback: Use in-app surveys to gather feedback on your users’ satisfaction with the application or to collect feedback on program changes. Activate guide feedback to gauge user satisfaction with the guides you’ve deployed.
  • Measure Adoption: Measure adoption outcomes, guide effectiveness, and usage with embedded analytics. See what pages users are spending time on in the application and what elements (hotspots).

Conclusion

By applying Oracle Guided Learning in Siebel environments, you will be able to grow the adoption of your applications, enhance user productivity and save time in the process.

A list of resources can be found below to aid your ongoing journey:

  • Training and Certification: Once licenced, your subscription will come with training and certification courses you can complete. Access this as part of the OGL Console.
  • In-App Training and AI Assist: We have enabled AI Assist in our OGL Console to help answer your setup, configuration and product questions. There are also in-console tours to support your journey.
  • Webinars: Join our webinars and/or watch on-demand to get the most of our features and use cases (Cloud Customer Connect).
  • Documentation: Refer to the OGL User Guide – access product documentation in our User Guide
  • Ideation: Submit a Product Idea/Enhancement for Oracle Guided Learning (Cloud Customer Connect).

For more insights or design partnerships, reach out to us at siebel_coe_grp@oracle.com