Use the Associate Desktop in Siebel CRM

This is a typical demo scenario for the Associate Desktop extension.

1. Configure your Live Experience demo app.
   Use your specific configuration instructions for the Live Experience demo app, including the following required information:

   • Cloud Address: live.oraclecloud.com
   • Tenant: your assigned tenant name
   • Client ID: your assigned client ID
   • Secret: your assigned secret

   Feel free to configure the remaining settings as you like.

2. Log in to Siebel CRM.
   1. Open Siebel in your browser.
   2. Login using your SSO user ID and password.
      The Siebel CRM home page appears.
3. Access the Live Experience Associate Desktop extension by clicking the LX icon in the top-right corner.
4. Create a new Siebel CRM contact.

   You need to create a new Siebel CRM contact that matches the details you configured in the Live Experience demo app. Alternatively, you can configure the Live Experience demo app to match an existing contact in Siebel CRM. You may want to do this during your demo, or handle it beforehand. If you don't have a matching contact in Siebel CRM, the incoming call from the app won't open the contact information and history.

   1. On the Siebel CRM home page, click Contacts.
   2. In the Add area, enter the contact information that matches the details you configured in the Live Experience demo app and select Add & Go.

      Now, when you place a call from the Live Experience demo app to Siebel CRM, you see the contact information come up automatically.

      Note: Siebel CRM looks up its contact records using the email address. Make sure the email address you enter is the same as the one you configured in the Live Experience demo app.
5. Place a call from the Live Experience demo app to Siebel CRM.

   After you have the Live Experience demo app configured, and you created a matching contact in Siebel CRM, you can initiate a call from any of the scenarios the Live Experience demo app.

   1. Expand the Associate Desktop panel in Siebel CRM to see incoming call notifications.
   2. From any scenario on the Live Experience demo app, tap the widget in the bottom-right corner.
      An incoming call notification appears in the Associate Desktop extension. Depending on your audio configurations, you might also hear a sound notification.
   3. In Siebel CRM, click Answer.

      Siebel CRM displays the contact information when the call is answered.

   4. End the call.

      Siebel CRM automatically creates a new Activity Report and highlights it. Modify the Activity Report as necessary and save it.

What to do next

After ending the call, there are several other actions you could take to enhance the demo. For example:

• Repeat the process of calling Siebel CRM from the Live Experience demo app, each time demonstrating that additional Activity Reports are created.
• Repeat the process of calling Siebel CRM from the Live Experience demo app, and create other Siebel CRM artifacts, such as Service Requests.
• Log into the Live Experience Admin Console and demonstrate the detailed reports and metrics about the calls made to Siebel CRM.
• Log into the Live Experience Admin Console and demonstrate the engagement history functionality for the calls made to Siebel CRM.

Note: There's a known issue, Server Busy Error, that you may experience sometimes during logging in or out from Siebel CRM. To work around this issue, reload your browser and continue with the demo.