Siebel Open UI Service Planning and Execution

Transcription

1 Siebel Open UI Service Planning and Execution Jahnavi S 1, Dr. Girijamma 2, Mr. Shashidhar H R 3 and Janani.S 4 1 Assistant Professor in Dayananad Sagar Academy of Technology and Management, VTU University, Bengaluru, India 2 Professor in CSE Department, RNSIT, VTU University, Bengaluru, India 3 Professor and PG Coordinator of CSE Department, RNSIT College, VTU University, Bengaluru, India 4 M.Tech in RNSIT College, VTU University, Bengaluru, India Abstract Customer relationship management (CRM) is a model for managing a company s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Oracle's Siebel CRM is market-leading Customer Relationship Management software. Siebel Open UI is used to display Siebel CRM data. Designing and implementing modules that records information and details of user s Service request, classifies the user s Service request, determine the supportability of user s Service request, performing collaborative troubleshooting, initiating a chat/video chat with remote team members, contextual order creation from capture, confirms the resolution and ensuring the good Service and also service analytics in different graphical representation in Siebel Open UI. Keywords: Siebel CRM, ActiveX UI, Service Request, Service Execution. Relationship Management (PRM) applications are designed to automate these aspects of business and allow an enterprise to perform and coordinate associated tasks over the Internet and through other channels, such as retail or call center networks. Siebel's customers include Chase Manhattan Bank, Deutsche Telecom, IBM, Lucent, Yahoo, Oracle and Microsoft [1]. 2.1 Existing System In Existing model, Siebel architecture used is not open UI. Its architecture uses ActiveX, hence the name ActiveX UI architecture. The Application that uses this Architecture can run in IE and not compatible with other browsers. This architecture is also referred to as High Interactivity (HI) [Figure 1]. 1. INTRODUCTION Siebel Systems, Inc. was a software company principally engaged in the design, development, marketing, and support of CRM applications. The company was founded by Thomas Siebel in At first known mainly for its sales force automation products, the company expanded into the broader CRM market. By the late 1990s, Siebel Systems was the dominant CRM vendor, peaking at 45% market share in Siebel CRM applications provide a way to effectively manage customer relationships. A packaged application designed on best practices, offered in a variety of forms, each of which aligns with specific industry and business requirements. Some examples include Siebel Call Center and Siebel Sales. All Siebel CRM applications use a single, common database and executable. Siebel CRM applications support different client access modes. Siebel CRM applications are based on common business entities (Accounts, Contacts, Activities, Opportunities, Services and Quotes). 2. ABOUT THE SYSTEM Siebel is a prominent vendor of interoperable e-business software. They also call themselves Siebel Systems. The company's Customer Relationship Management (CRM), Enterprise Resource Management (ERM), and Partner 2.2 Proposed System Figure 1 ActiveX UI Architecture Open UI architecture is also called as Standard Interactivity (SI). The SI option (commonly used for customer or partner facing applications) doesn't use Volume 3, Issue 5, September-October 2014 Page 72

2 ActiveX and also supports browsers other than Microsoft's IE [Figure 2]. JavaScript are used which are customizable. The layouts are customizable in Open UI architecture. Figure 2 Siebel ActiveX (HI) UI and Open UI 3. SYSTEM ARCHITECTURE Siebel Web Clients access and display the business data. A Gateway Name Server stores configuration information [2]. A Web server that handles interactions with the Web Clients and distributes requests to the Siebel Servers. Servers that manage the business data and provide batch and interactive services for clients [3]. A relational database and file system that store business data [Figure 3]. Siebel Web server Extensions (SWSE) responsibility is to identify if the request that has arrived on web server is a Siebel request or not and also it helps to format the html pages that are server to the Web Clients of Siebel. It also supports Load balancing if you have more than one Siebel server.if the request received is a Siebel request then SWSE contacts Siebel Gateway Name Server to obtain information about Siebel Servers and Siebel Enterprise Server. Siebel Gateway Name Server (SGNS) can be considered as Siebel servers contact information storehouse for all the Siebel servers. It serves as the dynamic address registry for Siebel Servers and components. At start up, a Siebel Server within the Siebel Enterprise Server stores its network addresses in the Gateway Name Servers address registry. Siebel Enterprise Server (SES) is not a physical server is not a physical server, it is just a logical entity in simple terms SES is a logical grouping on several Siebel servers such as Siebel Server sharing one database can part of SES. Once the SWSE gets information about Siebel Server it forwards the request to the Siebel Server on Round Robin basis due its load balancing feature. Siebel Server is the system on which Siebel Server Components are installed and it functions as Application server. Once the request is received by Siebel server it is passed to a component called Application Object Manager (AOM). A Sales Application will have Sales AOM and Call center application will have a Call Center AOM. Thus Application Object Manager provides the session environment in which the application runs [Figure 3] Application follows layered architecture Physical User Interface Layer contains Siebel Web template files that control the style and structure of the user interface. Web templates consist of HTML tags and proprietary Siebel tags. Siebel tags are embedded within the HTML of template files and serve as placeholders for user interface objects defined in the repository, such as controls and applets. At run time the Siebel Web Engine reads the tags, replaces them with interactive Web controls and values based on the UI object definitions, and renders the HTML that will be read by the user's browser [Figure 4]. In Logical User Interface Layer, Object definitions are the visual representation of objects in the Business Objects Layer [4], [6]. They define the interface presented to the user at run time, and allow users to manipulate data. Examples of user interface objects include applets, views, and controls, such as buttons and check boxes [7], [8]. User interface objects also define the information that associates objects in the repository with the Siebel Web templates [Figure 4]. Figure 3 Siebel Web Architecture Volume 3, Issue 5, September-October 2014 Page 73

3 Figure 4 Layer Architecture In Business Objects Layer, Object definitions describe individual business entities (such as Accounts, Contacts, or Activities) and the logical groupings and relationships among these entities. Business objects are based on data object definitions [Figure 4] In Data Objects Layer, Object definitions provide a logical representation of the underlying physical database. For example, object definitions such as table, column, and index describe the physical database. These object definitions are independent of the installed RDBMS [Figure 4]. In the last DBMS layer the third-party database management system manages the Data Objects Layer. It is not a part of the Siebel Business Application [Figure 4] 4. SYSTEM DESIGN The customer service process flow provides the overall structure for this Service Management Function (SMF), providing a consistent set of processes to record the user contact. 4.1 Service Request When a user contacts the Service Desk, the Customer Service Representative (CSR): Records the user s contact information and the details of the request. Classifies the user s request. Determines the supportability of the request. Resolves the user s request. Confirms the resolution and closes the request. Ensures good service Records the user s contact information and the details of the request When a user contacts the Service Desk, the first step that the CSR must take is to open a Help request, and then perform the following tasks: Record the user s contact information. Record the details of the user s situation. (a) Record the User s Contact Information In this process, the CSR opens a Help request and records the user s contact information or receives an automated Help request generated by an alert or a user-initiated selfservice request. (b) Record Details of the User s Request Once the CSR has collected the basic user contact information, the next process is to record some details of the user s request. This information ensures that critical information is captured up front so that in the event that the user is disconnected from the CSR and does not have to repeat the details Classify the User s Request After obtaining the user s contact information and some details of the user s request, the next process is for the CSR to determine what type of request the user needs assistance with by performing the following tasks: Categorize the user s request. This helps the CSR determine which solution will best benefit the user. Determine if the request is supportable. Prioritize the request Resolve the Request The path to resolving a request is different depending on the category of the request. The categories are: Information request: This is usually a request for information about an existing feature or service. Service Fulfillment request: This is a request to gain access to a feature or service offered through the IT Service Catalog. New Service request: This is a request to provide a new feature or service. Incident Resolution request: This is a request to resolve the failure of a service or component to provide a feature that it was designed to deliver Confirm Resolution and Close the Request After the Help request has been fulfilled, must confirm that the Help request has been resolved and then close the request in this process. Confirming resolution and closing the request includes: Updating the Help request. Determining if the service has been resumed. Determining if the incident has been resolved. Verifying successful fulfillment. Closing the Help request Ensure Good Service The final process in customer service is ensuring that the Service Desk has provided good service to the user. This is done through Service Desk quality assurance and SLA monitoring and metrics. Volume 3, Issue 5, September-October 2014 Page 74

4 4.2 Service Execution The process of carrying out the service request of a customer by Field Service Agent, by taking the input from Service Request System and servicing the request. These include: Plan Day Tasks. Customer Visit Planning Guided Tasks Execution Collaborative Trouble Shooting Part Lookup and Order Close out order Service Analytics Plan Day Tasks Agent review his/her daily tasks assigned to them Agent want to regroup task based on location, means service allotted in particular area is grouped so it makes easy to handle. Agents review each task and make sure all needed work package is download is attached to the task.which helps while servicing Customer Visit Planning Before the customer visit, agent prepare for the customer visit. Get driving directions to reach the customer on time and key contact details of the customer such as address, phone number. Agent reviews the customer details and asset history or details. Agent research problem using knowledge Management tools, product literature to get more details about it. Activity Benefits are Combines the incredible usability of the tablets/smart-phones with complete Siebel field service functionality and improve employee productivity Guided Tasks Execution Agent Execute task in the specified order. Capture relevant data based on the workflow Collaborative Trouble Shooting Agent is able to access product forums, review/search posts and resolve issue quickly. Agent is able to do Real-time collaboration (chat, Video chat, share picture) with other team members and resolve problem quickly Part lookup and Order Agent identifies a part that is needed to be replaced to fix the problem. He quickly looks up for the item in his trunk inventory, if not available, order part using sales catalog. Ability to drill down on a part from a Drawing and order it contextually from the drawing Close out order Generate report of all tasks performed and convert it to a pdf. Generate a Summary invoice pdf file, Capture customer contact signature. Save this to the wok order and send it as an attachment. Activity Benefits are Provide superior customer experiences with features that make it easy for agents to create service reports, parts orders, repair costs and capture signatures Service Analytics Measure service performance, cost metrics and cost of parts dispatch and improve overall service efficiency and effectiveness [Figure 5]. Activity Benefits are : Provide up-to-date information to decision makers. Predict issues customers will have based on historical trends [Figure 6]. Evaluate agent metrics, service time and other service KPIs. Evaluate service parts network for different scenarios. Figure 5 Service Analytics in Pie chart Figure 6 Service Analytics in Barcode Graph 5. SIEBEL IN MOBILE Mobile Edge for Siebel CRM allows connecting to and running Oracle s Siebel CRM on Android Smartphone and/or tablet giving access to one s critical CRM information even when the agent is outside of cellular Volume 3, Issue 5, September-October 2014 Page 75

5 network coverage. The application is ideal for all users of Siebel CRM including sales, customer service technicians and professional services specialists [5]. Features - Mobile Edge for Siebel CRM allows one to manage all critical areas of CRM including Accounts, Contacts, Opportunities, Activities, Leads, and Tickets. Data is stored locally giving quick access to CRM information even when the agent is out of cellular network coverage. Mobile Edge supports custom fields and objects that can be configured in Siebel CRM environment. In addition, it automatically synchronizes contacts with the Android native address book for easy lookup from the native and other android applications. Disconnected Demo - By default, the application will be running in disconnected demo mode so that agent can see what a Siebel CRM application would look like on the Android device. Each implementation of Mobile Edge for Siebel CRM requires professional services so as to install their servers and enable connectivity to the Siebel instance. 6. CONCLUSION Siebel Open UI thus enables handling user s Service request, classifies the user s Service request, determine the supportability of user s Service request, enabling service execution, confirming the resolution and closing the user s Service request and ensuring the good Service. Providing service analytics feature to measure the service performance, cost Service of parts dispatch and improve overall service efficiency and effectiveness. Deploying the Siebel in mobile using the mobile edge technology it helps the service agent to execute the service even in offline mode. References [1] MD Azizuddin Aamer, Siebel Server Administration Guide, Siebel Innovation Pack 2013, Version 8.1/8.2, Rev. A, July [2] MD Azizuddin Aamer, Siebel Functional Guide, Lulu Press, First Edition, Published on April 17, [3] Alexander Hansal, Oracle Siebel CRM 8 Developers Handbook, Packt Publishing Ltd, [4] Vivek kale, A Guide to implement Oracle Siebel, Published by Tata MCGraw-Hill Education, [5] Mobile Edge for Siebel, Enabling CRM On The Mobile, [6] Rev. B, Siebel Developer s Reference, Version 8.1/8.2, Siebel Innovation Pack, [7] Rev. C,Siebel Object Interface Reference Version 7.7, November [8] D. Witt, IBM Sizing Reference for Siebel, September AUTHOR Jahnavi S received the B.E Degree in Computer Science and Engineering stream from AMC Engineering College in 2011 and M.Tech. Degree in Computer Science and Engineering stream from RNS Institute of Technology in 2013 from VTU University. Currently working as an Assistant Professor in Dayananad Sagar Academy of Technology and Management.. Dr. Girijamma Professor in CSE Department, RNSIT, VTU University, Bengaluru, India Shashidhar H R Professor and PG Coordinator of CSE Department, RNSIT College, VTU University, Bengaluru, India Janani S received the B.E Degree in Computer Science and Engineering stream from AMC Engineering College in 2011 and M.Tech. Degree in Computer Science and Engineering stream from RNS Institute of Technology in 2013 from VTU University. Volume 3, Issue 5, September-October 2014 Page 76