What's New in Siebel CRM Release 26.6

Siebel AI - Service Request Similarity Search

Using AI automation, Service Request (SR) Similarity Search empowers service agents to find similar Service Requests to those in the queue. This enables service agents to be more productive and to troubleshoot issues with greater accuracy by identifying similar SR matches that have been previously resolved.

The Service Request Similarity Search uses RAG (Retrieval-Augmented Generation) and Hybrid Search (Semantic and Keyword) techniques for similarity computation by considering the standard or custom fields of an SR. The functionality is directly embedded into the Service Requests screens and views for service agents to use.

Note: You don't need to do a Repository update for this feature.

Learning Resources:

This feature is documented in the Siebel Applications Administration Guide: Use Case 1: Service Request (SR) Similarity Search.

Open Integration Framework Enhancement - API Transformation and Composition

Open Integration introduces an enhanced integration framework that enables organizations to implement advanced integration mechanisms for seamless communication between systems. It introduces new capabilities, such as API transformation and composite API implementation, allowing enterprise APIs (such as those from Siebel) to align with industry-standard models like TM Forum APIs or with customer-specific canonical data models.

API transformation allows data and messages from one system to be converted into a format that another system can understand. Many enterprise applications use different data structures, which can make integration complex. With Open Integration, organizations can transform internal data formats into standardized industry formats or customer-defined canonical models.

The framework also allows organizations to create composite APIs, which combine multiple back-end APIs, into a single interface. These APIs orchestrate several services together to meet the requirements of different digital channels such as web applications, mobile platforms, partner portals, and contact centers.

Open Integration also supports event-driven architecture using Kafka integration. Through a publish–subscribe (pub/sub) model, systems can communicate asynchronously by publishing events and allowing other systems to subscribe to them.

Benefits of new enhanced Open Integration Framework:

Simplified Integration for Applications through composite APIs
Compliance with industry-standard APIs through API transformation
Improved Developer Productivity by abstracting complex back-end integrations into composite APIs, allowing developers to focus on building applications rather than managing multiple system interactions
Better System Decoupling through the Kafka-based event-driven integration which reduces dependencies between systems. Applications can now communicate through events instead of direct connections, making the overall architecture more stable, resilient, and easier to maintain.

Note: You don't need to do a Repository update for this feature.

Learning Resources:

This feature is documented in the Siebel REST API Guide: Integrated Development Environment for Integration Developers and in the Siebel Installation Guide: Configuring Siebel Open Integration.

Intelligent Search - Advanced Usability Enhancements

Siebel Intelligent Search is further enhanced with advanced querying capabilities, including field-based querying to refine results using structured criteria, and hierarchical querying to retrieve related records through parent-child relationships.

These improvements deliver more precise, context-aware results, enabling users to quickly locate relevant information across complex data sets.

Note: You don't need to do a Repository update for this feature.

Learning Resources:

This feature is documented in the Siebel Search Administration Guide: External File Ingestion for Siebel Intelligent Search.

Monthly Assessment Report Enhancements

The Monthly Assessment Report is enhanced to include a broader scope of analysis, including:

Schema comparison
Test Automation Review
Usage Pattern Tracking Review
Report Localization (non-ENU support)

These additional analyses will provide developers and quality assurance teams with deeper insight into the effort required to uptake features delivered via the RepositoryUpdate utility.

Further, after running a Pre-Assessment Report, it will be possible to flag attributes that you would like to be preserved rather than updated to match the latest Oracle-provided definition.

Note: You don't need to do a Repository update for this feature.

Learning Resources:

This feature is documented in the Database Upgrade Guide: Running the RepositoryUpdate Pre-Assessment.

Siebel Cloud Manager - Improved Flexibility for Kubernetes Security Controls

Siebel Cloud Manager (SCM) has historically operated with privileges that provide organizations with a highly convenient, end-to-end automation experience. SCM is now extending that operating model with a lower-privilege option for Kubernetes environments with stricter security controls, whilst preserving the familiar deployment, environment, and observability workflows.

This enables customers to benefit from SCM automation with minimal process changes, while administrators gain more control over runtime user IDs, permissions, and sensitive cluster-wide setup.

Key benefits:

Minimal changes to existing SCM deployment and lifecycle workflows
Preserve the convenience of SCM automation while reducing privilege requirements
Improved alignment with OpenShift Security Context Constraints (SCC) and least-privilege Role Based Access Control (RBAC) practices
Clearer separation between platform administration setup and SCM day-to-day operations
Lower risk for security and compliance
Easier approval in regulated or shared Kubernetes clusters

Note: You don't need to do a Repository update for this feature.

Learning Resources:

This feature is documented in the Deploying Siebel CRM Containers on Kubernetes using Siebel Cloud Manager Guide: See What's New in This Release.

Siebel AI - Retrieval-Augmented Generation (RAG)

Siebel AI - Retrieval-Augmented Generation (RAG) is an AI framework that provides ready to use RAG capabilities for an existing Siebel CRM deployment.

This enables organizations to easily set up RAG for their Siebel application across diverse use cases, accelerating deployment and reducing architectural complexity. The Siebel AI RAG framework has many practical uses, including real-time information discovery and customer support automation.

Siebel AI architects and developers can perform the following tasks:

Upload your own data samples, either structured or unstructured data types, which will then be made accessible for AI Vector Search.
Tweak the vector parameters, such as chunking and vector indexing, before embedding. This provides hands-on control with tuning how AI generates responses.

The framework contains everything necessary to accelerate configuration and deployment, including a user interface for configuring settings and entering prompts, as well as a script for rapid deployment. With this foundation, the business can focus on use cases, data sources, retrieval strategy, prompts, and interaction mode (application UI versus API).

In addition to the key benefits outlined above, this is an Oracle-supported solution which is fully tested to work with Siebel CRM.

Note: You don't need to do a Repository update for this feature.

Learning Resources:

This feature is documented in the Siebel Applications Administration Guide: About Retrieval Augmented Generation (RAG).

Analysis Export with XML Format Support Different File Formats

This enhancement introduces Analysis Load Format support for Analysis, Analysis Collection, and Analysis Export.

Previously, Analysis Export supported only comma-delimited output. With this enhancement, Analysis Export now supports configurable delimiters as well as XML output through the Analysis Load Format configuration.

For Campaign Load, the Integration Object name is now derived from the header field defined in the Analysis Load Format configuration. Earlier, the Integration Object name was identified using the column name format: SiebelIOName.<Siebel Integration Object Name>.

Note: You don't need to do a Repository update for this feature.

User Experience – Web Component Framework

To further expand the seamless interoperation of UI development between Siebel CRM and Oracle JET, the Web Component framework introduced in the Siebel CRM 26.1 Update has been enhanced.

The new enhancements include a richer dynamic expression model, reusable component definitions, and advanced runtime evaluation. These allow UI composition, behavior, and data transformation to be defined directly within JSON.

These advancements reduce reliance on custom JavaScript and Presentation Model logic, enabling faster development, improved maintainability, and greater consistency across implementations.

The Web Component Framework aligns Siebel UX development with modern front-end paradigms, empowering organizations with more choices to build scalable, flexible, and sophisticated user experiences.

Benefits for developers include:

UI composition, behavior, and data transformation defined within JSON
Reusable UI components can be created and shared across implementations
Dynamic expressions evaluated safely at runtime
Minimal Presentation Model customization required for advanced use cases
Inline parameter evaluation
Safer and structured execution of expressions

Note: You don't need to do a Repository update for this feature.

Learning Resources:

This feature is documented in the Configuring Siebel Open UI Guide: Siebel Web Component Framework.