Oracle Siebel CRM - Open UI October 2014 Markus Schneeweis | Director Professional Services Customer Excellence Redefined.
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Your competent partner for Customer Excellence*
Competency
Facts
Conception, realization and optimization of business critical customer strategy and processes in the area of marketing, sales and service.
Foundation in 2000 > 250 employees (per 01.09.2014) > 25 m € revenue (2013)
Customers
Sites
Enterprise and medium business settled in Germany and Switzerland covering their international affiliated companies as well.
Karlsruhe (headquarter), Berlin, Düsseldorf, Frankfurt, Munich, Pfäffikon/Zürich (CH), Wien/Eisenstatt (A), Kingston upon Thames (U.K.), Singapur, Melbourne (AUS)
Industry focus
Project experience
Telecommunication, Financial Services, Manufacturing, Utilities, Life Sciences & Chemistry, Consumer Goods, Professional Services
More than 500 national and international customer management projects located in more than 80 countries.
*refers to ec4u expert consulting, cloud world and DemandGen Customer Excellence Redefined.
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AGENDA
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OPEN UI– What Is In It For Me
2
Benefits
3
Business Process Improvements Through Open UI
4
Application Composer
Customer Excellence Redefined.
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Siebel Open UI
What Is In It For Me?
Customer Excellence Redefined.
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Siebel Open UI: Technical Highlights In A Nutshell:
jQuery and jQuery-Mobile Ajax
Java Script Frameworks
Runs on all new browsers
New mobile application Portlet integration
Customer Excellence Redefined.
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UI Integration
INTERNET
DMZ
INTRANET
Siebel Server HTTP SQLNET
Customer (External Users)
Firewall (Airlock)
HTTPS
HTTP/SOAP
Load Balancer
Siebel Database ADOBE CQ5
Customer Excellence Redefined.
Data Firewall (Optional)
XMLFirewall (Layer 7)
Employees
Web Application
HTTP
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Siebel Open UI: Technical Highlights In A Nutshell:
jQuery and jQuery-Mobile
Ajax
Java Script Frameworks
Runs on all new browsers
New mobile application Portlet integration
Customer Excellence Redefined.
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Portlet Integration
Siebel in MS Sharepoint
https://smart.mssp.ec4u.com/services/mssharepoint/openUI/Pages/OpenUI.aspx
Customer Excellence Redefined.
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Customer Case: Mewa
Mission: Browser Scripting
Situation
Development since 2002
Migration from V6 to 7 to 8.1.1.11
44.000 Lines of Code (Browser Script)
We eliminated Browser Script and ended up with 2500 Lines (5,68%) Circumstances
Customer Excellence Redefined.
Removed applet specific code through Model concept
User Dialogs
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AGENDA
1
OPEN UI– What Is In It For Me
2
Benefits
3
Business Process Improvements Through Open UI
4
Application Composer
Customer Excellence Redefined.
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BENEFITS
Customer Excellence Redefined.
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BENEFITS
Open UI - features to leverage your business Account More Info View Asessments
Revenue
Visit Execution
Notes
Calendar
Customer Excellence Redefined.
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Account – More Info
Account More Info View Asessments
Revenue
Visit Execution
Notes
Calendar
Customer Excellence Redefined.
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Just Another View From Our Customer Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Solution: Accordion
… for Account – More Info View
Customer Excellence Redefined.
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Accordion – More Information In Less Clicks Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Revenue
Account more Info
Asessments
Revenue
Visit Execution
Notes
Calendar
Customer Excellence Redefined.
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Many Numbers And Figures… Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Solution: jGraph Object
…for Revenue Visualization
Customer Excellence Redefined.
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Demonstration Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Notes Account – Info
Revenue
Notes
Calendar
Visit Execution
Asessments
Account more Info
Asessments
Revenue
Visit Execution
Notes
Calendar
Customer Excellence Redefined.
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Notes In Siebel With Open UI Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Solution: Sliding Notes
… for visualizing notes
Customer Excellence Redefined.
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Smooth Scrolling And Auto-adjusted Detail View Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Calendar Account – Info
Revenue
Notes
Calendar
Visit Execution
Asessments
Account more Info
Asessments
Revenue
Visit Execution
Notes
Calendar
Customer Excellence Redefined.
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Requirements Account – Info
Revenue
Notes
Calendar
Visit Execution
Asessments
Drag Me
Customer Excellence Redefined.
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Solution: Calendar Optimization Dropping external elements Colors to specify the status of a visit Changing the status of a visit when dragged
Customer Excellence Redefined.
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Calendar: Dropping External Elements Account – Info
Revenue
Notes
Calendar
Visit Execution
Asessments
New in IP2013 Innovation Pack (8.1.1.11) Open UI
Full Calendar (by Adam Shaw)
Internal drag and drop in calendar
Dispatch Board: external drag and drop Highly specialized implementation
Dropping external elements into calendar:
Feature which is not available in Open UI IP2013 Siebel_Open_UI_Deployment_Guide_v1.253.pdf
Oracle: Planned to be included in the IP2014 Innovation Pack (inofficial statement)
Meanwhile „custom configuration“
Customer Excellence Redefined.
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Open UI 8.1.1.11 Vanilla: Dispatch Board Account – Info
Revenue
Notes
Calendar
Visit Execution
Asessments
Appointment
Customer Excellence Redefined.
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Visit Execution Account – Info
Revenue
Notes
Calendar
Visit Execution
Asessments
Account more Info
Asessments
Revenue
Visit Execution
Notes
Calendar
Customer Excellence Redefined.
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Visit Execution: Open UI 8.1.1.11 Vanilla Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Solution: Open UI Standards
Use Open UI to modify the layout
Customer Excellence Redefined.
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Visit Execution 2.0 Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Assessments Account – Info
Revenue
Notes
Calendar
Visit Execution
Asessments
Account more Info
Asessments
Revenue
Visit Execution
Notes
Calendar
Customer Excellence Redefined.
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Assessments In Siebel Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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Solution: Query Objects
… for leveraging Assessments
Customer Excellence Redefined.
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Assessments 2.0 Account – Info
Customer Excellence Redefined.
Revenue
Notes
Calendar
Visit Execution
Asessments
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AGENDA
1
OPEN UI– What Is In It For Me
2
Benefits
3
Business Process Improvements Through Open UI
4
Application Composer
Customer Excellence Redefined.
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Business Process Improvements Through Open UI
Customer Excellence Redefined.
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Business Process Improvements Through Open UI
Customer Excellence Redefined.
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Change Management Process – Best Practise
+
Accomplishing the effort
Performance High expectations
Desperation
Light at the end of the tunnel
-
Customer Excellence Redefined.
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We Are In The Middle Of A Change Process!
Chance to succeed
Execution Commitment
Acceptance Understanding Knowledge
Persuade Approaching Web site Vendor presentations Info meetings
Involve
Mentoring Discussions Workshops Examples Support Coaching
Training/Pilot run Risks and opportunities discussions
Ramp up New goals & roles New conduct
Act
Work with contractors Monitor changes Reviews Celebrate successes
Degree of Support
Customer Excellence Redefined.
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… Avoid „My First Website“ Web Design Trap…
http://www.angelfire.com/super/badwebs/
Customer Excellence Redefined.
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What Is New?
Teamskills Siebel
JavaScript jQuery (Objects) Integration API New roles: Web Development / Design
Mobile Development
Mobile Development Identify mobile processes
Misc
Customer Excellence Redefined.
New Deployment Performance Tuning mobile / new clients Version control Other Tools (Editor, Build, Code Quality)
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Version Control
Git-Repository
Customer Excellence Redefined.
Siebel Server
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Integration API & Web Development
Teamskills
Training & Mentoring
Customer Excellence Redefined.
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AGENDA
1
OPEN UI– What Is In It For Me
2
Benefits
3
Business Process Improvements Through Open UI
4
Application Composer
Customer Excellence Redefined.
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Application Composer
How does the Application Composer simplifies the usage of Siebel? Customer Excellence Redefined.
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Our Strategy – “Siebel – We Enhance The Best”
Knowledge Management
Customer Excellence Redefined.
Pocket Books (available EOY – only in german)
Webinar “Open UI”
Speeches (DOAG)
Training “Open UI - Delta” 1 day
You Tube Videos
Landing Page: http://www.ec4u.de/siebel-open-ui/
Open UI Assessment
Opportunity Hunting
Open UI Add-Ons
Application Composer
Exchange Connector
Application Deployment Framework (ADeF)
Open UI Incompatibility Finder (OPIF)
Siebel API Management
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The Message – Administration instead of Siebel Tools
Hide
Read-only
Mandatory
Label
Form Applet Control
X
X
X
X
List Applet Control
X
X
X
X
Button
X
X
Customer Excellence Redefined.
Sequence
X
X
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Value Proposition
Increased availability of the system
Eliminates Rollout cycles Reduces downtimes Consistent and acceptable system performance
Increased quality
Cost reduction
Complex organizations require easy solutions
Display the data using regional preferences Handling different data for different user groups Improves processes through higher adoption rate Unified Business Logic Enhances the existing Globalization approach of Siebel
Customer Excellence Redefined.
Proofed and reliable technology Less lines of codes compared to “classical” customizing Decreased testing cycles Ready for automated testing Style Guide compliance
Less training Less testing Elimination of downtimes and rollout cycles.
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The Composer
Customer Excellence Redefined.
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Functional Features Of ec4u Application Composer
Define a Customization for a specific Applet and customize Controls Field Hide Read-only Mandatory Label
List Hide Read-only Mandatory Label Sequence
Button Hide Read-only Label
Define Rules (to filter):
for a specific Organization… (on Applet Level) for a specific Responsibility… (on Applet Level) for a specific Position… (on Control Level) for a specific Language… (Control Level) and based on Expressions e.g. Control of current record contains specific value (on Control and Column Level)
Customer Excellence Redefined.
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Functional Features Of ec4u Application Composer
Applet Level: define customization for Applet Rules: (to filter) Organization Name (e.g. Default Organization Name) Responsibility Name / Position Name (e.g. Siebel Administrator Control Level: define customization for Control in Applet (Button, List, Field) Rules: (to filter) Position Language Expression e.g. Control of current record contains specific value Functions: Field: Hide, Read-Only, Mandatory, Label Button: Hide, Read-Only, Label
Customer Excellence Redefined.
Column Level: define customization for Column if Control is List Rules: (to filter) Expression e.g. Control of current record contains specific value Functions: List: Hide, Read-Only, Mandatory, Label, Sequence
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Define additional DEFAULT handler for each Applet Type (4 in Total)
Applet
STOP
Is Applet defined?
Caching in SessionStorage: definedApplets definedConditions definedColumns
Customer Excellence Redefined.
Application composer BusinessService
Modify
ec4u Application Composer
Architecture Of The Application Composer
DEFAULT PR /PM • • • • •
Init() Setup() ShowUI() BindData() BindEvents()
• • •
GetDefinedAppletsService() GetDefinedConditionsService() GetDefinedColumnsService()
utilities.js • • • • • • • • • •
GetDefinedApplets() GetDefinedControls() GetDefinedConditions() ApplyApplicationComposer Rules() ApplyApplicationComposer RulesForRow() HideControl() SetControlReadOnly() SetControlLabel() SetControlMandatory() ValidateControls()
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Further Technical And Functional Enhancements (How We Solved The Problems)
Implemented Session Storage to cache defined Applets and Controls We reduced Servercalls!
New Button: Purge Cache for the Composer administrator to avoid manual activities.
Customer Excellence Redefined.
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Further Technical And Functional Enhancements (How We Solved The Problems)
for(var j in LocalizedControls){ if(j!="CleanEmptyElements"){ LocalizedSettings = j.split(„//"); var LocSettingsArray = LocalizedSettings.split(","); var newLabel = LocSettingsArray[0]; var readOnly = LocSettingsArray[1]; var hideField = LocSettingsArray[3];
var definedConditions = SiebelApp.S_App.GetDefin edConditions(myPM.Get("G etName")); $.each(definedConditions, function (index, condition) { $.each(definedColumns, function (index, column) { column.hide column.readonly column.label
Optimized Code readability due to use of jQuery and JavaScript Objects (JSON) Capsulation of Code for better readability
Customer Excellence Redefined.
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Further Technical And Functional Enhancements (How We Solved The Problems)
Mandatory validation shows specific rule in the message box; if there is one; Mandatory validation shows modified label
Query Listbox shows modified labels if the label has been changed
“Columns displayed” menu item has disabled if the composer is active for a certain applet
Customer Excellence Redefined.
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Further Technical And Functional Enhancements (How We Solved The Problems)
Enhanced Documentation
API Documentation (Application Composer)
… and many more
Customer Excellence Redefined.
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Further Technical And Functional Enhancements (How We Solved The Problems)
Implemented JSON in Serverside Business Services
Handle Personalization (Columns Displayed) if Application Composer is active for an Applet (Make all columns visible if they are hidden via Columns Displayed)
Confirmed: CX-Tables instead of repository Tables to enable remote Client Compatibility
Testing Suite (Excel File with all possible Testcases)
Deployment Tool designed to move Composer Data across environments
Customer Excellence Redefined.
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Thank you for your Attention!
Customer Excellence Redefined.
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Contact
Markus Schneeweis Director Professional Services Phone: +49 151 14 84 80 57 Email:
[email protected]
ec4u expert consulting ag Zur Giesserei 19-27B 76227 Karlsruhe Germany Customer Excellence Redefined.
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