OpenWorld 2015 Best Practices For Maintaining Oracle Siebel CRM. Iain McGonigle Senior Director, CRM Support

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2 OpenWorld 2015 Best Practices For Maintaining Oracle Siebel CRM Iain McGonigle Senior Director, CRM Support Oracle Confidential Internal/Restricted/Highly Restricted

3 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. Oracle Confidential Restricted 3

4 Program Agenda Context Upgrade Considerations Support Infrastructure Highlights Best Practices For Upgrading Siebel Q&A Oracle Confidential Internal/Restricted/Highly Restricted 4

5 Siebel CRM 8.x Momentum 0.5% 0.9% 2.2% 7.8% 5.2% % 83.5% Others V6 V7 V8.0 V8.1 V8.2 Customers Working With Siebel CRM 8.1/8.2

6 Customer Momentum & Support Policy SIEBEL CRM SUPPORT MATRIX SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY 6.x Jun 05 Dec 07 Indefinite Maintain 7.5.x Dec 08 NA NA EOL 7.7.x Sep 09 Sep 12 Indefinite Maintain 7.8.x May 10 May 13 Indefinite Maintain 8.0.x Jan 12 Jan 15 Indefinite Maintain 8.1.x Nov 19 Nov 22 Indefinite Incremental Innovation 8.2.x Nov 19 Nov 22 Indefinite Incremental Innovation 91% Working with Siebel 8.1.x/8.2.x So the good news is most are already upgraded! The principles of upgrade planning remain the same for good lifecycle and maintenance management Premier Support has been extended by one year. Our expectation is that we will continue to do this annually with the release of each new Innovation Pack (IP). Oracle will deliver Patch Sets for 18 months from the General Availability of an IP Oracle Confidential Restricted 6

7 Program Agenda Introductions Upgrade Considerations support, lifecycle, product Support Infrastructure Highlights Best Practices For Upgrading Siebel Q&A Oracle Confidential Internal/Restricted/Highly Restricted 7

8 Top Reasons For Needing to Upgrade What we see the most: Business is demanding faster delivery of new services or capabilities Old versions are no longer being updated. Lifetime support policy. Platform changes/de-support notices

9 Top Reasons For Not Upgrading What we used to see the most: Past experience with upgrades have been difficult, time consuming, and over budget Lack of expertise in the latest Oracle / Siebel technologies Stringent SLAs needed for minimal downtime/cut-over

10 Siebel CRM 21 years delivering the best-in-class CRM 21 Industry specific applications 6 Oracle Cloud CX Suite integrations available 19 Oracle Global Data Centers Deploy OnPremise or Hosted Cloud Successful Siebel CRM Customers worldwide 22 Languages in a single repository Oracle Confidential Restricted 10

11 Siebel CRM Roadmap Endurance with Agility Annual Innovation Packs (IPs), Monthly Patch Sets Oracle Social Cloud Oracle Sales Cloud Oracle Documents Cloud Oracle CPQ Cloud Oracle Integrated Cloud Service (ICS) Advance the integration of core Oracle Cloud solutions; adoption of new Oracle Cloud disruptive technologies, simplified with Oracle (ICS) Cloud Augmentation Applications Unlimited IP2013 Agile Upgrades Open UI IP2014 Mobility Open UI - RWD IP2015 Simplified UI (Alta) Agile Development IP2016* Mobile 2.0 Application Usage Capture IP2017 Run-Time Metrics Big Data (Social, IoT) Usability (Voice) IP2018 Real-Time Analytics IP2019 Process Automation (Cross-Industry) IP2020 Machine Learning (Cross-industry) IP2021 Industry-specific Automation IP2022+ Industry-specific Learning * 0-12 months Oracle Confidential Restricted 11

12 Oracle Applications: Current Release and Roadmap Siebel CRM Siebel CRM Current Release Q2 CY15 What s Next 0-12 month planning cycle Future Directions 0-24 month planning cycle Customer Experience Oracle Cloud application theme for Siebel applications Disconnected mode for Sales and Service mobile applications New JQuery charting framework for Open UI Industry Innovation Life Sciences digital content delivery in disconnected mode Enhanced HTIM Partner portal with improved customer experience and persona driven UI Training Planning and Tracking solution for Clinical Trials Increased Agility Developer preview of Siebel Composer, ability to configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface Enhancements to the patching and annual innovation pack application process, providing simplicity and saving time Embedded EDQ and Data Governance Management Reporting for improved master data management Customer Experience Expose Siebel Calendar as a CalDAV server Usability enhancements to Search & support for external Search Engines Superior customer experience for Mobile, including support on Windows & Android Enhanced modern customer experience for self-service customer and partner applications using Open UI Industry Innovation Support aggregate pricing & de-bundling scenarios for Mobile Wireless Improved promotion upgrade / downgrade performance using In- Memory database Improved one click ordering flows for Siebel Communications Financial Services Application Capture using OPA Integration Improved case management via Public Sector Self-Service / OPA Messaging Plan personalization and Call Planning completeness Self-Service scheduling for appointments Enhancements to Clinical for improved productivity/quicker end user decisions Increased Agility Siebel Open UI Desktop Integration - Attachment Editing, CTI Hoteling, Outlook Drag & Drop, etc Siebel Application Usage Capture to detect & analyze end-user behavior Siebel Composer Developer Preview II - Parallel development using workspaces, visual editing of UI artifacts REST Interface and integration with Oracle Integration Cloud Services Customer Experience UI enhancements to support complex ordering scenarios Improved UX design and continued investment in Open UI framework delivers superior user experience for mobile applications Dynamic Bundling to simplify deals, Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard Public Sector disconnected mobile application for Case Workers Industry Innovation Enhancements to Siebel Communications to increase productivity in the Contact Center Consumer Goods disconnected mobile application for merchandising to improve sales effectiveness Financial Services disconnected mobile application integrated with OPA disconnected Increased Agility Improved security with Account Contact authentication for Call Center and Partner applications Ongoing improvements to Siebel Composer Mode, including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface Scalable SOAP Interface and integration with Oracle Integration Cloud Services Oracle Confidential Restricted 12

13 Oracle Customer Experience Complete Customer Experience Platform Contact Center Field Service Direct Sales Web Mobile Social In-Store Industry Solutions IoT Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social CX Foundation Common Standardized Components Siebel CRM Oracle Confidential Restricted 13

14 CX Portfolio Delivers Cloud Solutions that Augment Siebel Oracle Marketing Oracle Commerce Oracle Sales & CPQ Oracle Service Oracle Social Digital Marketing Dynamic Content Digital Body Language Campaign Orchestration Personalized ecommerce Web Content Management Faceted Search and Navigation Sales Performance Mgmt Mobile Analytics Social Collaboration Configure, Price and Quote Online Channel Support Guided Self Assistance Frequently Ask Questions Context Driven Knowledge Social Marketing Social Lead Generation Social Monitoring and Engagement Siebel CRM Oracle Confidential Restricted 14

15 Responsive Web Design Device Friendly Design Single Open UI framework for both Touch and Non-Touch devices Any application can now be made to run on desktops, laptops & tablets Responsive applications that adjusts to Screen Form Factors and Device Capabilities Enhancements to Open UI Configuration capabilities to build once and use in multiple form factors JQuery Mobile based Siebel Open UI Mobile framework deprecated New UI theme that is responsive and modern New Navigation option with enhancements to support default navigation option for an application, position, responsibility & user. 15

16 Open UI Evolution Web applications evolve and users now expect access from anywhere and with a seamless user experience OpenUI Framework Introduced Any Browser, flexible deployment Enhanced User Experience Advanced Standards, use common skills Templates to create your own UX quickly Simplified Integration, reduce TCO Leverage existing Siebel investments 2013 Mobile Applications Any Device, choose your platform Look and Feel, native device features No Additional Hardware, low TCO Configurable and Extendable Online/Offline Support, Maximize Productivity Device Recognition, Automatic Device Rendering Enhanced User Experience Enhanced Mobile Applications Responsive Web Design framework Persona Driven UI Redesign of OOTB user interfaces Industry Specific Mobility Solutions Feature Rich OpenUI Server side Responsive Web Design for rapid development Open Interface framework for cloud integrations New industry portals enriched with functionality Disconnected mobile framework enhancements Siebel Composer (Tools on the web), Run-time configuration, deployment, governance in the browser Oracle Confidential Restricted 16

17 Siebel Open UI Customers Live Oracle Confidential Restricted 17

18 Easy Install New Installation New Tools/Client installers Install the new software through a 1-step process. Users no longer need to install the 8.1.1/8.2.2 base and then apply the new release as a patch (Fix Pack). New Tools/Client installers now provide a new look-and-feel. The complete installation flow is displayed on the left-hand side of each screen to show key steps and installation progress. 18

19 Easy Install Patch Installation All custom application files are automatically applied to the new instance without user intervention Report generated at the end of the migration process to list any file conflicts between custom files and files delivered by the Siebel installer Users can decide whether or not they want to keep custom changes The enhanced patching process allows users to quickly restore the previously-installed Fix Pack instance 19

20 Easy Install Configuration Wizards The configuration flows are streamlined. Relevant fields are now displayed in one single screen to reduce the number of user clicks and screen navigations. Online documentation is consolidated under a Help button on each screen. Users can click that button to access detailed information about the parameters in that particular screen. Enhanced user input validation to ensure valid user entries and reliable configuration outcome. 20

21 Incremental Repository Merge (IRM) IRM simplifies the installation and deployment of Siebel CRM Innovation Packs IRM streamlines the process of importing all new fixes and enhancements (previously delivered through ACRs) at once. For Development Teams this translates into : Parallel development of Custom solutions Faster integration tests Shorter time to deploy 21

22 Install, Patching and IRM Easy uptake of Innovation Packs Simplified - efficient, reliable, and consistent solution for both new and patch installs Simplified IRM process for repository Uptake Simplified Configuration with enhanced user input validation Oracle Confidential Restricted 22

23 Program Agenda Introductions Upgrade Considerations Support Infrastructure Highlights Best Practices For Upgrading Siebel Q&A 23

24 Helping you get the most value from Oracle Premier Support Get Proactive Portfolio an integral component of your Premier Support Contract

25 Maintain Systems Health And Availability Stay informed: Visit our Get Proactive Home page Personalize Knowledge, and sign up for Hot Topics, Blog Updates and Social Media Identify recommended patches and upgrade PREVENT 25

26 Stay Informed Advisor Webcasts Replay recent Siebel CRM Webcasts: Doc ID

27 Stay Informed Social Media Follow Siebel and Oracle Premier Support through social media channels for the latest product news, announcements and best practices. Siebel CRM Support My Oracle Support LinkedIn Group (MyOracleSupport(MOS) Siebel CRM) Siebel Support Blog

28 Stay Informed Siebel Support Blog The Siebel Support Blog will keep you informed with the latest product news

29 Stay Informed - Oracle Learning Library

30 Keep Learning with Oracle University Classroom Training Learning Subscription Live Virtual Class Training On Demand Cloud Technology Applications Industries education.oracle.com Oracle Confidential Internal 30

31 Find Answers Fast With The Right Tools And Knowledge Participate in our online Support Community and find answers quickly Explore the powerful My Oracle Support Knowledge Base Visit Product Information Centers, a one-stop shop for important resources Accreditation courses now available for Siebel RESOLVE 31

32 Guided Resolution Feature Designed to guide you to potential resolutions of known issues during the SR creation process Access to Oracle best practices for diagnosing issues while retaining the flexibility of filing an SR in the event that a solution is not found. Uses fact-driven logic based on your specific situation and/or configurations 32

33 Guided Resolution Feature Answer a short list of questions about the issue you are having. Then, based on your responses, you ll be presented with a recommended solution (in a knowledge document). If we are unable to find a recommended solution, we ll ask you to provide information/files to get us started towards your resolution 33

34 Remote Diagnostics Agent Command-line unobtrusive diagnostic tool executed by an engine written in Perl programming language. Provides a unified package of support diagnostic functions that can be used to capture environment and product information. Provides Oracle Support with a complete package of Siebel specific information. Reduces service request resolution time, by minimizing the number of requests from Oracle Support for more information. Collected information is delivered in a single packed zip file. Additional Information : Using the Remote Diagnostic Agent (RDA) with a Siebel CRM installation (Doc ID ) Definitely use RDA for crash diagnostics uploads! 34

35 Program Agenda Introductions Upgrade Considerations Support Infrastructure Highlights Best Practices For Upgrading Siebel Q&A 35

36 Create A Reliable And Repeatable Upgrade Process Utilize Upgrade Advisors with best practices by product, business process, version and phase Review and verify your products are certified Review Patching and Maintenance Advisors to stay updated on the latest in your Product Area UPGRADE 36

37 A Step by Step Upgrade Plan Siebel Upgrade Advisor 37

38 Check Certification on My Oracle Support Verify certification of any combination of Oracle, third-party products and operating systems that Oracle has tested and confirmed work together 38

39 Latest Information - Siebel 2015-Innovation Pack Siebel SOD Released November 2014 MOS Document ID: New mobile applications and framework Expanded product functionality See attached Data Sheet for more details Siebel TOI s available on Oracle University (Public) For all content listed by Release date: click here Open UI functional Overview Open UI Deployment and Architecture Siebel Mobile Functional Overview Siebel Open UI Calendar Overview Siebel Repository Strategy SEA to SIA Technical Overview Siebel : Using Oracle Universal Installer Technical Overview

40 Baseline Your Performance Footprint Siebel Application Response Measurement or SARM SARM Reviews are performed by ACS Support will assist in gathering data, tracking and preliminary analysis of the logs All post processed data will be shared identifying areas of redesign or further analysis

41 Zero Downtime Upgrades Oracle GoldenGate Uni-Directional: one way synchronization (e.g.7.8->8.1.1.x) Active-Passive: unidirectional replication but with passive bidirectional replication for failback after cutover. Active-Active: two way synchronization (e.g.7.8<-> x) NOTE! We only provide and support Out of The Box scripts for Source Siebel 6,7,8.x Uni-Directional Upgrades. For other modes, you will need to Target Siebel 8.x engage Oracle services or other SI to create Custom scripts. Support of such scripts needs to come from the provider of these scripts. Siebel Upgrade Logic Source Siebel 6,7,8.x Database Siebel Downgrade Logic Bi-directional Target Siebel 8.1/8.2 Database(s)

42 Recap and Key Take Away Plan a flawless upgrade use Siebel Life Cycle Advisors to drive plans Ensure that you have a deployment strategy Stay informed on the latest product information via MOS info centers, TOI s, Baseline your performance using SARM no surprises If you cannot handle risk or downtime consider Oracle Golden Gate options Get involved! Participate in our Communities, Blogs, Follow us on Social networks We work 24x7! Call US: Other Global Support Hot Lines:

43 Thank you!

44 Session Surveys Help us help you!! The would like to invite you to take a moment to give us your session feedback. Your feedback will help us to improve your conference. Please be sure to add your feedback for your attended sessions by using the Mobile Survey or in Schedule Builder. Oracle Confidential Internal/Restricted/Highly Restricted 44

45 Safe Harbor Statement The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 45

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48 Technology Uptake and Siebel 48

49 Siebel Accelerators with OATS Optimized Testing of Siebel Applications Packaged Siebel Test Automation Interfaces and Objects (STAO) Functional Testing suite for Open UI and HI Load Testing suite for internal PSR testing 49

50 Oracle 12c Database In-Memory The advantages of Oracle 12c Database In-memory with Siebel Improved performance using ad-hoc queries with Siebel Search High-performance and low usage of database and system resources Eliminates the impact of longrunning queries in production Case Study: Tech Support Engineer uses keyword search to look for existing SR#s to find a possible match Keyword searches are simulated in the context of a large-scale Siebel Contact Center Oracle Confidential Restricted 50

51 Performance Optimization Siebel performance & scalability satisfies the most demanding requirements Scaled up to 40,000+ users in a Contact Center scenario Future growth assured with Linear scalability for Order Capture Zero-think time achieved with Loyalty engine optimization 1 HW Configuration - Call Center: 3 nodes of ELX3 & 1 node EDX3 Order Management:3 nodes of ELX3 & 1 node EDX3 Loyalty Accrual WS: 8 nodes of ELX3 & 1 node EDX3 2 Actual results may vary, based on a broad range of implementation-specific factors, such as transaction mix, hardware platform, network parameters, and database size. Oracle does not warrant or guarantee that customers will obtain the same or similar results Oracle Confidential Restricted

52 Siebel Composer Web based IDE with Metadata based configuration changes Developer Preview Runtime configuration NO more SRF and Web Templates Drag and Drop Web Template development Multi user role based development environment Oracle Confidential Restricted 52