Siebel is a best of breed on-premise solution that is another component of Oracle’s CX suite of products. As a first step to bringing these two solutions together, Oracle introduced an integration that allows the use of Service Cloud’s customer portal to submit service requests that will in turn be created in Siebel. This allows businesses to use a hybrid solution that leverages their on-premise Siebel CRM alongside Service Cloud’s robust knowledge base.

As an advanced step towards integrating cloud and ground solutions, eVerge built a co-exist solution that allows the submission of service requests through customer portal either through the use of web services or Open UI embedded within Service Cloud’s customer portal framework. A customer logging into the portal can use the same login as they previously used for Siebel eService allowing Single Sign-on (SSO) between the two systems. This can be implemented using a third party identity provider, SAML or Pass-through authentication (PTA).

Once logged in to the Portal a customer can view open and resolved incidents (Siebel equivalent of service requests), changing password, update profile, chat with an agent or search for knowledge.
From an agent perspective the eVerge solution includes the ability for agents in a call center to:

  • search answers
  • propose new content
  • update existing content
  • associate a specific piece of knowledge (answer) with a service request

 

This is all done from within Siebel through an integration using Service Cloud’s knowledge and Connect APIs. Agents in the call center get the benefit of added functionality without the need to learn a new tool. Say no to Swivel Chair!

Knowledge management personnel using Service Cloud are alerted when new answers have been proposed or an update has been requested and who submitted it. Through the use of exceptions in analytic reports knowledge managers are also able to keep track of which answers require updates and if it has not been reviewed within an acceptable timeframe a notification is sent to the supervisor. There are other moving parts as well that can be configured to meet the business needs of any organization.

This is a crucial time in the evolution of cloud solutions and the continued viability of ground. Both will peacefully co-exist and businesses do not need to sacrifice investments to abandon on premise architecture.

Integration and coexist strategies are technological imperatives that will shape the future of customer experience.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge is an Oracle Platinum Partner with extensive experience. For more information about Oracle Service Cloud and our other business solutions, contact us through our website: www.evergegroup.com/contact-us/

Written By:
Rhianna Albert
eVerge Customer Experience Evangelist

About the author: Rhianna Albert (Just Rhianna) Customer Experience Evangelist @ eVerge has a proven track record helping business improve customer experience. She is an active member of the CX and Service Community and Hero Hub. Follow on twitter: @just_rhianna