How You Use Live Experience with Siebel CRM
When you extend Siebel CRM with Oracle Live Experience, Siebel CRM agents can access the complete Live Experience Associate Desktop from within the Siebel CRM interface.
Your Siebel users benefit from automatic processes that save them time, spare them effort, and reduce errors. Engagements coming from a Live Experience-enabled app or web page automatically open an incident in Siebel. CRM Contextual information already collected in the app or website is automatically added to the Siebel CRM incident. Your customers will notice an improved customer service experience and can avoid calling a support hotline and experiencing interactive voice response (IVR) routing. They get automatically routed to an agent who has their account information and is prepared to help them.
Both your Siebel CRM agents and your customers have access to modern engagement tools, such as video and screen sharing, that you can use to quickly solve problems. For the agents logged into Siebel CRM, Live Experience engagement tools will likely allow them to better understand the customer's problem and increase the likelihood of solving it without having to create a service request.
- A complete version of the Associate Desktop available in Siebel CRM: A Siebel agent can see customer CRM records and receive Live Experience calls through the Live Experience Associate Desktop, all from a single convenient UI.
- Single Sign-on Support: Once an associate signs into Siebel CRM, they're automatically signed in to Live Experience. No additional authorization steps are required.
- Siebel Customer Record Retrieval: When a customer call comes into Siebel and is answered by an associate, the corresponding customer record opens automatically. The Siebel agent then has access both to the Live Experience context data as well as complete customer data in Siebel all in a single integrated interface.
- Automatic Activity Reporting: After every Live Experience call, an Activity Report is automatically created in Siebel containing the details about the call. The associate can update the Activity Report after the call is completed.
Integration Overview
- The Siebel CRM user interface needs to be extended to embed the Live Experience Associate Desktop. To do this, you extend an existing web template with a new iframe that calls the Live Experience Associate Desktop. Next, you add a simple button to another web template that expands and collapses the iframe. See Extend Siebel to Accept the Live Experience Associate Desktop.
- You build the automatic processes you want Siebel CRM to perform in response to Live Experience events, such as an incoming call. To do this, you create a simple Siebel CRM business service that identifies specific Live Experience activities and prescribes how Siebel CRM responds when they occur. See Create a Siebel Business Service.
- The Live Experience Associate Desktop creates JavaScript events and posts them to the parent window when important events occur. These JavaScript events need to be captured and linked to the simple business service. To do this, you create a JavaScript message handler file in Siebel CRM. See Link Live Experience Events to the Siebel Business Service.
- Finally, you set up single sign-on (SSO) so that Siebel agents are logged into Live Experience when they log into Siebel CRM. To do this, you use an identity provider that supports the Siebel OAuth protocol and the Live Experience SAML 2.0 protocol. This solution uses Oracle Identity Cloud Service (IDCS). See Enable Single Sign-On Between Siebel CRM and Live Experience.
| Component | Version and Comments |
|---|---|
|
Apache |
2.x. Apache is used to protect the Siebel URL. |
|
Apache OpenID module |
2.3.0 |
|
IDCS |
18.2.6-1807031603. IDCS is the identity provider (IdP) and holds the password that is used to log in. |
|
LDAP |
Sun-Directory-Server 11.1.1.7.0. Used only by Siebel. |
|
Siebel CRM |
IP17 or IP18 |
|
Tomcat |
8.5.23. Siebel is sensitive to the version of Tomcat deployed with it. |