Release Updates 2019, 2020

FEBRUARY 6, 2019
DISCLAIMER
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.

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Table of Contents
Purpose ..................................................................................................................... 6

Oracle’s Siebel CRM Strategy ................................................................................... 6

Extend Siebel CRM to Deliver Complete CX ............................................................. 6

Oracle Support Value Proposition ............................................................................ 7

Oracle’s Commitment to Siebel CRM Innovation .................................................... 7

Oracle’s Siebel CRM Support Timelines for Releases in

Premier Support............................................................................................................. 7

Innovation Themes ................................................................................................... 8

Autonomous CRM .......................................................................................................... 8

Business Agility .............................................................................................................. 8

Customer Experience ..................................................................................................... 9

Industry Innovation...................................................................................................... 10

Autonomous CRM .................................................................................................. 11

Business Process Discovery .......................................................................................... 11

Business Process Automation ...................................................................................... 11

Test Automation .......................................................................................................... 12

Oracle Autonomous Database ..................................................................................... 13

Business Agility ....................................................................................................... 15

Siebel Composer Evolution .......................................................................................... 15

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 Continuous Integration, Continuous Delivery ............................................................. 15

Siebel CRM on Docker.................................................................................................. 16

Seamless Repository Delivery Framework................................................................... 16

Dynamic Siebel Management Console Security Profile

Configuration ............................................................................................................... 16

Diagnostics ................................................................................................................... 16

Application Migration .................................................................................................. 16

Siebel Approval Manager ............................................................................................. 17

REST API Enhancements .............................................................................................. 17

Oauth/Open ID and SAML Integration......................................................................... 18

Siebel Server Sync for Exchange (SSSE)........................................................................ 18

Platform & Certification Updates ................................................................................ 18

Upgrade / Incremental Repository Merge (IRM) Support ........................................... 19

Customer Experience ............................................................................................. 20

Data Visualization ........................................................................................................ 20

User Experience ........................................................................................................... 22

Accessibility .................................................................................................................. 23

Oracle Live Experience ................................................................................................. 23

Siebel Mobile ............................................................................................................... 24

Oracle Secure Enterprise Search.................................................................................. 25

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 Elasticsearch Integration.............................................................................................. 26

Industry Innovation ................................................................................................ 27

Product Configurator using Oracle Advanced Constraint

Technology (ACT) and Oracle Coherence Cache (Developer
Preview) ....................................................................................................................... 27

Product Recommendations using Machine Learning .................................................. 27

Enhancements to Siebel UCM ..................................................................................... 28

Oracle Policy Automation Integration ......................................................................... 28

Field Service Mobile enhancements for Oracle Real-Time

Scheduler 2.3 ............................................................................................................... 29

Consumer Goods Mobile Offline ................................................................................. 29

Siebel Analytics ............................................................................................................ 29

GDPR Compliance ........................................................................................................ 29

Improved PCI-DSS functionality ................................................................................... 29

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PURPOSE
This document provides an overview of features and enhancements included in upcoming
Oracle Siebel CRM Release Updates. Its intended purpose is to help you assess the business
benefits and for planning the implementation of the product features described. The new
features and enhancements relate to the period defined by this document for delivery in Siebel
CRM Release Updates.

ORACLE’S SIEBEL CRM STRATEGY

Siebel CRM is a key component of Oracle’s CX product suite, with a rich product roadmap
focused on Customer Experience, Industry Innovation, Business Agility, and Autonomous CRM.
Our goal is to ensure the Siebel CRM application continues to provide an intuitive user
experience, extensible across all devices, to deliver evolving end-to-end solutions that support
all our industry applications. Our focus on business agility simplifies application development,
deployment, patching, and automated testing. We also provide our customers with the choice
to deploy the application on premise or on cloud platforms with seamless operation.

It is vitally important that your strategic CRM system can meet the demands of modern
customer experience (CX) and business process automation. Being able to deliver CX across a
variety of channels, as well as being a robust, scalable, integrated platform to back-end
processes will support the next generation of machine-to-machine interactions which is
beginning to drive process automation.

CRM is moving into an era of distributed (“edge”) computing and intelligent process
automation, where intelligent devices and the “Internet of Things” (IoT) automate processes
that already exist within your Siebel CRM system. These processes, refined over many years
may also be deeply integrated within other systems. Achieving process automation excellence
will reduce costs and deliver CX gains. Additionally, future developments in machine learning
unified with process automation and predictive analytics will improve productivity and
efficiency while offering new business insights.

Our broader strategy enables the Siebel CRM application platform not only to integrate with
Oracle’s CX applications, but to be a platform that can easily be leveraged for process
automation and IoT, as well as being enabled for machine-learning systems and predictive
analytics, all of which will deliver competitive advantages without the business disruption that
is often the outcome when looking to completely transition to new technologies or
applications.

EXTEND SIEBEL CRM TO DELIVER COMPLETE CX

Customers now expect personal and engaging experiences that develop into relationships.
Much like the trials and rewards of personal relationships, when done right, brand relationships
can grow into lifetime commitments; when done incorrectly, they can lead to painful breakups.

Oracle delivers the most complete customer experience solution in the industry, enabling
companies to differentiate themselves across all channels, touchpoints, and interactions. The

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Oracle CX Suite solutions are complementary to Siebel CRM; they augment Siebel CRM with
best-of-breed capabilities across all touch points of the customer lifecycle.
A hybrid, integrated augmentation strategy is the recommended approach for Siebel CRM
customers looking to adopt cloud solutions into their CX platform.

ORACLE SUPPORT VALUE PROPOSITION

Oracle’s Siebel CRM is a sophisticated, highly scalable, and reliable solution for large
enterprises across diverse industries. Siebel CRM continues to thrive with a strong future and
long-term innovation roadmap. Only Oracle can provide the product support and development
expertise your business critical Siebel CRM deployment demands.
As such, it is important not to underestimate the value of continued Oracle Support for your
business-critical Siebel CRM implementation.

Key benefits:

 Take advantage of new Updates packed with new features, enhancements and cumulative
bug fixes
 Security patches, fixes, and configuration-specific update recommendations
 Lifetime support, 24/7 access to Oracle Software experts
 Technical resources, alerts, and proactive support tools
 Software support across the complete stack

If you are looking to get the most out of your Siebel CRM support investment, a great place to
start is with the “Get Proactive!” page on My Oracle Support, Document ID 432.1.

Further, if you have any queries about Siebel CRM such as long-term roadmap, new releases,
patches, enhancements, or licensing, then please do not hesitate to contact the team now on
+1 (888) 545-4577. Alternate regional contact numbers are available: Oracle Global Support
Contacts.

ORACLE’S COMMITMENT TO SIEBEL CRM INNOVATION

“Applications Unlimited” is Oracle's commitment to continue enhancing our current application
product lines, including Oracle Siebel CRM.

Oracle is committed to investing in continual innovation for Oracle Siebel CRM. Oracle will
provide incremental enhancements to Siebel CRM through a series of cumulative Updates that
will include functional and product module additions, as well as feature enhancements based
on customer feedback. Customers that have adopted either the Siebel CRM 8.1.1 or 8.2.2 code
line (or a point release thereof) can leverage Siebel CRM Updates.

Oracle’s Siebel CRM Support Timelines for Releases in Premier Support

The current Siebel CRM support timelines and go-forward strategy are described in the
following table:

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SIEBEL CRM SUPPORT MATRIX

CODELINE LATEST RELEASE GA DATE PREMIER SUPPORT ENDS EXTENDED SUPPORT ENDS SUSTAINING SUPPORT ENDS

CRM 8.1/8.2 2019 (19.1) Jan 2019 December 2030 Not Applicable Indefinite

For more information regarding older releases and the support extension for Siebel CRM
versions with the base code line 8.1/8.2, see the Lifetime Support Policy for Oracle Applications
on My Oracle Support.

INNOVATION THEMES
Siebel CRM innovation follows core themes that provide a cohesive product roadmap. The
primary themes are described below:

Autonomous CRM
The path to an autonomous or self-driving Siebel CRM system is multi-faceted and relies
heavily on making intelligent use of data and new technologies:

Process Automation – The single Siebel CRM data model, business services and integration
architecture provide a rich platform for automating existing business processes. Our goal is to
enable customers to make use of existing customer data and business processes for intelligent
automation. This requires the ability to capture usage data, perform analysis and use the
insights to guide manual and automated user journeys. Usage data will also provision the
creation of task maps to help occasional and novice users navigate through the Siebel CRM
application. For microservices and IoT driven processes, it is necessary to enable the
independent execution of business processes in Siebel CRM that can execute without User
Interface (UI) context.

Artificial Intelligence & Machine Learning - Enabling Siebel CRM data and processes to
leverage new technologies such as artificial intelligence and machine learning is a crucial part of
our autonomous CRM vision. Applications such as Chatbots and Digital Assistants that can
interact with data in Siebel CRM to provide new interactive experiences. Providing business
insights with intuitive dashboards that provide descriptive analytics to the end user and
utilizing application-definition metadata to minimize or eliminate the cost of building such
dashboards. Adding support for the Oracle Autonomous Database and Advanced Analytics with
Siebel CRM application to make use of machine learning functionality.

Business Agility

Agile – The Siebel CRM application is now easier than ever to maintain and update. Our
continued focus on agility enables enterprises to adapt to business challenges quicker than
ever and our goal is to continue to reduce application downtime by providing the capability to
make changes to the application in real-time.

Developers – Siebel CRM now provides a modern developer experience to configure, manage,
and deploy the application, at the same time enabling parallel, collaborative, and distributed

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team development. A built in, simple to use Test Automation Suite provides automated, lights-
out testing, saving lots of time and money.

Open UI – The Siebel CRM Open UI framework provides the flexibility to design and deploy the
application to be specific to your business and customer needs. The ability to deploy the
application across a broad variety of browsers and devices on an open and flexible technology
stack saves money and reduces the total cost of ownership (TCO). Open UI provides the ability
to deliver employee facing applications and customer portals securely over the internet.

Cloud Ready – Siebel CRM is complementary to Oracle cloud applications. Siebel CRM allows
your business to take a flexible approach to your cloud transition by catering to cloud
requirements for a variety of stake holders and business requirements. Siebel CRM provides a
variety of cloud capabilities:

 Siebel CRM can be hosted in public, private, or partner clouds for employee, partner,
and/or customer facing applications. Siebel CRM can also be hosted on premise. This
allows for optimization of deployment preferences and protection of the most valuable
asset: customer data.
 Siebel CRM on-premise or hosted deployments can integrate with Oracle cloud applications
via a number of available integrations
 Siebel CRM interfaces can all be run securely over the internet for Open UI, Siebel Mobile,
and Siebel EAI interfaces
 Siebel CRM provides Sales, Service, Marketing, Loyalty, and Master Data Management
(MDM) as an integrated source of truth in the cloud
 For sophisticated customers and partners Siebel CRM now supports multitenant database
support on the Oracle 12c database.
 The capability to provision and deploy individual parts of the Siebel CRM topology using the
Siebel Management Console (SMC) was delivered with Innovation Pack 2017. SMC uses
configuration APIs exposed by Siebel CRM. The web based application for provisioning and
deploying Siebel CRM via APIs provides the possibility to configure a Siebel CRM topology
in the Cloud.

With Siebel CRM, you can confidently take your investment to the next level and host your
application in the most suitable cloud deployment model for your enterprise. Siebel CRM can
integrate with Oracle Sales Cloud, Service Cloud, and other Oracle ecosystem cloud products to
create complete and memorable customer experiences. Oracle offers cloud hosting options for
Siebel CRM today. Other partners also support cloud-hosted options.

Customer Experience

Open UI – The Siebel CRM Open UI framework continues to evolve and be enhanced allowing
you to create your own tailored user experience specific to your users and your organization.

User Experience – Applications are enhanced for mobile usability and to take advantage of the
responsive Open UI framework, creating a better user experience for each employee and for
mobile and tablet use.

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Mobile – Siebel Mobile enables your application to be used on any mobile device and to be
accessible from anywhere. The application automatically recognizes and adapts according to
the device. Siebel CRM is enabled for the new generation of mobile usage.

Social – The pervasive nature of social media and customers’ ongoing interactions across this
channel illustrate the need for an updated and complete 360° view of your customers. Siebel
CRM innovations with Master Data Management represent progressive steps to achieve that
golden customer record for your organization.

Industry Innovation

Best of Breed – Siebel CRM’s deep industry solutions continue to be extended to leverage the
best-of-breed cloud services to the Siebel ecosystem, such as innovations in industry, mobile
solutions, and Oracle’s CX products.

Open UI – The flexibility of Siebel Open UI allows applications to adopt new integrated cloud
solutions easily and to leverage Oracle’s CX Suite.

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AUTONOMOUS CRM
The automation imperative continues to require CRM systems to focus on superior customer
experience. As we move from the manual digital phase (self-service, mobile) to the
increasingly data intensive and automated (Social, IoT), we are being driven to position Siebel
CRM on the combination of usage data with pre-built processes. The automation of processes
is now manifest in the long-term roadmap for Siebel CRM.

Business Process Discovery

Data mining is the first step in the Process Automation journey. For many years, Siebel CRM has
been a repository for rich transactional customer data for Opportunities, Service Requests,
Products, etc. captured through different channels. Siebel CRM is being extended to capture
process data from user journeys. Usage Pattern Tracking (UPT) records user events. With
Business Process Discovery, the data captured by UPT is transformed via Process Discoverer
into structured process flows. This recorded data can be analyzed for added insights e.g. what’s
the click stream that a top performing call center agent used to reduce call handling time.

Multiple use cases arise from the availability of structured process data:

 Analyzing process data for process mining

 Creating user training content
 Producing iHelp content
 Generating tasks for the Task Based UI
 Constructing task-based flows and automatically creating microservices from recorded
processes

The Process Discoverer can be run in Unit or Bulk mode.

In Unit Mode, a single process is recorded in the Siebel CRM user interface by an expert user to
create the process flow. This data is then used for “Model Process Use Cases”, e.g., creating
application help that will guide other users while performing the same task.

In Bulk Mode, a background process captures the data for a set of users for a longer duration
(months or even years). Then, based on the delimiters defined by business analysts, the
Process Discoverer separates out complete processes from the noise, allowing training, help, or
task flows to be generated using the best approach derived from the most productive and
efficient users.

Business Process Automation

Following Business Process Discovery and the analysis of recorded data, the optimum business
process flows can then be automated. Automated Business Processes will require continuous
monitoring to ensure accuracy and continual optimization.

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Test Automation
The Test Automation framework is to be further enhanced, improving usability and agility with
new Test Automation and Test Management features.

Creating Automated Tests

New features related to the creation of automated tests:

 Extend recording of click streams from Unit mode (test script by test script) to continuous
or batch mode. In batch mode, recording can be enabled by setting preferences and you
can record a set of flows without having to click Start and End for each flow. Recording
mode can be disabled when required. All actions from login to logout get recorded.
 Limit recording of click streams to specific Users, Responsibilities, or Application modules
 Persist all parameters configured for scheduling automation batch execution, paving the
way for easy replication and reuse
 Provide for more fields on test scripts to capture additional details of each test case, such
as prerequisites, execution steps, input data, expected output, and post-processing.
 Data Driven Tests:
o Data tables extend test scripts capability to test different input values for same
functional flow. A generic framework will be available to define custom data tables
and link them with test scripts. Testers will be able to define set of logical data tables,
link them with specific application fields used across different test scripts, and
import/export data to and from data tables
o Parameterize tests to run the same flow with different values by defining data sets
independently and associating with those data sets with required tests.
o During batch execution, test scripts associated with data sets will be run repeatedly
until all sets of values are covered.
o Data sets can be maintained independently and reused across different tests

Executing Automated Tests

New features related to the execution of automated tests:

 Data Driven Tests: When iterating through data set values, you can choose to iterate a
batch of tests either as an end-to-end flow or script-by-script.
For example: Test Scripts A, B, and C in a test set can be executed in two ways,
o Script A can be run repeatedly till all data set values are exhausted, before taking up
Script B, and so on.
o Alternatively, you can run Scripts A, B, and C for the first rows of data sets, and repeat
the same sequence for each remaining rows of the data set until all data set rows are
exhausted.
 To maximize the returns from each run, and to make it time and cost efficient, ability to
rerun failed and dependent tests at the click of a button, as well as have the results
merged together. This is necessary to address the case where automated tests fail at the
first execution due to synchronization issues and require re-execution in order to remove
false positives. However, executing only failed and dependent tests is a tedious process,
whereas re-executing all does not necessarily improve the success percentage. In addition,
all test executions will require the results to be merged for analysis. The automation

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 framework will internally take care of dependencies among scripts. This helps save
precious cycle time and manual efforts required in segregation of failed and dependent
tests, planning a separate run, and combining Test results
 To run automated test scripts in batch or lights-out mode, creating “Automation Execution
Configuration” is key. In order to create them efficiently and to achieve the automated
creation of records for regular automation runs a RESTful interface will be provided. The
REST API provided will help create the records and kick off batch runs without manual
intervention.

Test Automation Framework

 Enhanced test script Record/Playback to include Verification points, Parameterization,
making the test script automation more intuitive and efficient
 Enhancements to achieve duplication of Automation Execution Configuration, making it
more efficient for incremental changes, set it up for regular recurrence. Automation
Execution Configuration is being renamed to “Test Execution”, and being enhanced to
reduce manual effort required to create, and reduce manual errors.
 Additional fields for test scripts are available to capture finer details of test cases including
pre-requisite tasks, expected output for a given input of data, and also to support post
processing
 A Dashboard for quick visual summary of different automation runs that are in progress,
completed or aborted
 Enhancements to support Testers to classify different test records using labels, persist
logical sequence numbering of dependent test records, and have the ability to navigate test
records hierarchies

REST API support for Test Automation

In order to automate tests that leverage the Siebel CRM REST interface, ‘REST Assured’ tools
will be supported with a Keyword-driven framework. The framework will be enhanced to
execute REST API test scripts and bring back test results into Siebel CRM. The enhancements
will allow interlacing REST API calls among UI Test Scripts, and build independent REST API
based Test Scripts.

This extends Siebel CRM Test Automation capabilities to include REST test scripts, and saves
manual efforts on separate execution and integrating test results.

Performance Scalability and Reliability

To increase reusability of the PSR (Performance Scalability and Reliability) load scripts across
builds, platforms and databases, the Siebel CRM correlation library module is redesigned to
align with Open UI standards of using automation attributes, which are Object Types and
Repository Names. This will ensure the load testing automation scripts can be reused across
builds, versions, platforms and databases.

Oracle Autonomous Database

Oracle Autonomous Database support for the Siebel CRM application is planned. This will allow
customers to run their existing Siebel CRM application on the autonomous database platform
(ATP) that is expected to deliver the key benefits of ATP:

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 No Human Labor: Database automatically upgrades, patches, and tunes itself while
running; automates security updates with no downtime window required.
 No Human Error: SLA guarantees 99.995% reliability and availability, which minimizes
costly planned and unplanned downtime to less than 30 minutes a year.
 No Manual Performance Tuning: Database consumes less compute and storage because of
machine learning and automatic compression. Combined with lower manual admin costs,
Oracle offers even bigger cost savings.

Note: This planned certification will be on the latest available Siebel CRM version/ update at
time of certification. Older Siebel CRM versions will not be certified for Autonomous database.

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BUSINESS AGILITY

Siebel Composer Evolution

Siebel Composer continues to evolve, with new features detailed below.

Siebel Web Tools

As Siebel Web Tools continues to evolve, all functionality currently in Siebel Tools will be
provided in Siebel Web Tools and once complete Siebel Tools will be retired. The following
features are planned for delivery:

 Script Editors and Debuggers for both Browser and Server Scripts
 Workflow Editor and Simulator in Workspaces
 Taskflow Editor in Worksapces
 Object Creation Wizards
 Functionality to create common visualizations such as Charts, Infolets, Timelines, etc.
 Continuous enhancements to Workspace management e.g.:
o Deletion and archiving of integration Workspaces - ability to delete an integration
workspace (including all its child developer Workspaces)

Runtime Repository Version Activation and Rollback

This provides the ability to rollback to a previous version of the Runtime Repository and
versioned seed data, such as LOVs, in the event that an issue is discovered after a release has
been promoted to the production environment.

Parallel Deployment support for Batch Components (e.g., WFProcMgr, etc.)

Provides the ability for the workspace context to be maintained when making a server request.
For example, if a developer is making changes to a workflow and that workflow is invoked
asynchronously via Workflow Process Manager, the user should be able to inspect a workspace
in an Object Manager and when the workflow is invoked, the Workflow Process Manager will
use that same workspace.

Modifications to LOV Management

Provides for the ability to modify LOVs in bulk through EIM and REST, as well as the ability to
edit LOVs in directly within the User Interface in both Design Repository (DR) and Runtime
Repository-only (RR) environments.

Continuous Integration, Continuous Delivery

New features planned to improve the CI/CD capabilities of Siebel CRM include:

 Support for Development, Testing, Integration and Deployment of (OpenUI) Web Artefacts
such as JavaScript or CSS Files, within the context of Workspaces, to facilitate a uniform
developer experience across all Siebel Development artefacts, which include both
repository and web artefacts.
o Ability to author and test web file changes in a Developer Workspace
o Ability to integrate web file changes to an integration Workspace
o Ability to automate deployment of web files to Production

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 Ability to run multiple versions of Siebel CRM within the single managed topology – this will
address more complex parallel development requirements.
o E.g., Production environment running on 18.10, Development environment running
on 19.1.
 Manifest Improvements - Ability to switch off downloads of UI framework components to
reduce footprint and potentially lead to improved performance.
 Manifest validation logic to prevent page load errors following an upgrade
 The ability to update web files, and synchronize them to the final deployment location. This
solution will consider the necessary flexibility of deployment location as per modern web
architectures e.g. deployment of web files on a CDN.

Siebel CRM on Docker

Siebel CRM Dockerfiles to facilitate container builds are already available on the Siebel CRM
Github repository. These are not directly supported by Oracle, but are provided to aid
customers investigating Siebel CRM and Docker. Best-effort support is made via the issues page
on the Github repository.

Docker Delivery via EEStore/Github - Oracle plans to begin releasing Docker images for the
Siebel CRM application. The images will be made available initially on Oracle Cloud
Marketplace (OCI) and then on the Docker Hub. Customers can take advantage of utilizing this
new and easier way to deploy Siebel CRM instances once they are made available. These
images will only be made available starting with the Siebel CRM 19.x Updates. Note: there are
no plans for older Siebel CRM versions to be made available as Docker containers.

CI/CD Improvements with Docker - Ability to support two instances of Siebel Docker
environments deploying and running in parallel via a CI/CD pipeline.

Seamless Repository Delivery Framework

Provides for the delivery of new features without requiring Incremental Repository Merge.

Dynamic Siebel Management Console Security Profile Configuration

Provide the ability for the Siebel Management Console to dynamically reconfigure database
connections and authentication, allowing flexibility in re-configuration in support of lower TCO.

Diagnostics
Ability to export/import Zookeeper configuration for use when rebuilding or recreating
environments supports replicating environments between dev test and production and to
reproduce environments remotely in support of lower TCO.

Application Migration
The Application Migration framework will be further enhanced to provide the following
capabilities:

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Effective Start Date for Runtime Repository Versions
When migrating a Runtime Repository between environments, it will be possible to specify an
activation date and time so that a migrated version of the metadata can be scheduled to take
effect at a future date instead of taking effect immediately.

Rollback Support for Runtime Repository

The Runtime Repository will provide support rollback, enabling administrators to quickly and
easily rollback to the last known good version of the repository in the event that any major
issues are encountered or reported in the latest deployed version.
Additionally, there will be a provision to activate any specific version of the Runtime
Repository.

Migration Application Logging for Dev2Prod

Siebel Migration application has enhanced logging mechanism for troubleshooting and
diagnosing any step or resource in the migration execution process. The error messages in the
migration log files will be improved and more meaningful. Siebel Migration application will
support migration across cloud infrastructures across vendors with reliable database
connection pooling.

Siebel CRM on Cloud Migration Transparency

For the Siebel Migration application to function in a heterogeneous cloud environment
requires a specialized way of handling database connection pooling. This feature will ensure
the migration application will work in IAAS/PAAS architecture for setup and configuration.

Siebel Approval Manager

Siebel Approval Manager (SAM) -- the development governance tool for Siebel CRM -- will be
enhanced to provide the following support:

 Support for use of SAM for the DB2 platforms

 REST API support for publishing Workspaces delivered through SAM
 Administration usability enhancements including profile cloning and intelligent defaults
 Ability to validate multiple field values together (in previous releases, only single field
validation is available)
 Additional configurable email templates
 REST API examples for more third-party systems such as Jira, Rally, etc.

REST API Enhancements

Features will be delivered to enhance the Siebel CRM REST API:

 Ability to Version REST APIs

 Support for REST Attachments
 Support for single request CRUD of entire Resource Hierarchy – This can facilitate insertion
of Business Component records in an entire Business Object in one request.
 Support for single request CRUD of multiple resources of same type – This can facilitate
insertion of multiple records of a Business Component in one request.
 Support for Hierarchical Business Components as REST resources

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 Automation of CRUD APIs - Dynamic IOs
 Record Level Access Control
 Automatic or Flip of a Switch exposure of Business Objects as REST resources, without
detailed explicit configuration of Integration Objects.
 eScripting JSON support, JSON manipulation API in the Siebel CRM scripting library
 Simplified payload structure for business services, intuitively mapped to the input and
output for the given Business Service, allowing for easy synthesis of Business Service
invocation payloads.

Exposing Siebel Management Console REST APIs

Expose standard based REST API's of Siebel Management Console. Provide validation
throughout management lifecycle including profile creation, deployment and configuration.

Oauth/Open ID and SAML Integration

To ease deployment of SAML a Service provider and simplified integration for SAML 2.0 will be
introduced. Oracle will also provide better Oauth integration options. Oauth and SAML will
have improved documentation for popular integrations with Identity Cloud Service from
Oracle.

Siebel Server Sync for Exchange (SSSE)

Siebel Server will be integrated to Microsoft Exchange Server via Office 365 through SSSE
(Siebel Server Sync for Microsoft Exchange). This will enable customers to deploy Exchange
Server in the cloud (part of O365) and be able to connect to Siebel server to take advantage of
the integration of Exchange Server with the Siebel Calendar to ensure all Siebel
appointments/tasks are in sync with Exchange.

Platform & Certification Updates

New certification updates planned for Siebel CRM include:

 DB2 for z/OS V12.1 certification - Oracle is in process with the certification of DB2 for zOS
for the Siebel CRM application. If customers need to take advantage of this certification
they must plan to take the relevant Siebel CRM 19.x Update. Note: older Siebel CRM
versions will not be certified on this platform.
 Java 64-bit support for SMTP/IMAP driver - JRE 1.8 supports 64-bit only, thus removing the
32-bit JRE dependency and providing 64-bit support for the IMAP driver will allow
customers to continue to use the Siebel Email Response solution with the latest JRE
releases.
 Windows 2019 Certification - Oracle plans to certify both Windows 2019 and MSSQL 2019
once Microsoft release them. Timeframe is dependent upon Microsoft products being
released on General Availability. Note: these certifications will be on the latest available
Siebel CRM Update at the time of the certification, older Siebel CRM releases will not be
certified on this platform.
 Additionally, a variety of third party upgrades are planned. We will provide these
seamlessly within our regular Updates as they become available. These updates will be
provided in the License Guide and are made for a variety of reasons - to enhance
functionality, performance and to provide increased security.

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Upgrade / Incremental Repository Merge (IRM) Support
The Siebel CRM IRM/Upgrade support matrix for Siebel CRM 2019 Release Updates will include
full and direct upgrade/IRM support from the following prior releases. Every other release will
have a two-step upgrade support.

Source Version*** Target Upgrade IRM Approach Description

Version

17.0 – 17.6 19.x  Single Step Incremental Apply the 19.x update. In some cases,
18.4-18.12 Upgrade depending on the content in the Update
to uptake, an IRM (Incremental
19.1-19.x
Repository Merge) process may be
required.

16.0 – 16.x 19.x  two Step Upgrade Install 17.0 binaries

15.0 – 15.x Perform a full database upgrade
8.2.2.0 – 8.2.2.4 (Development Upgrade + Production
Upgrade)
8.1.1.0-8.1.1.14 SIA
 Post upgrade, the New Customer
8.2.1.x SIA
repository generated through 3-way
8.2.x SIA repository merge contains all the release
8.1.1.0-8.1.1.7 SEA content of 17.0.
Apply the 19.x update

8.0.x SIA / SEA 19.x  Three Step Upgrade Perform full upgrade to 8.1.1 SIA base
7.8.2.x SIA / SEA release

7.7.2.x SIA Perform IRM patch from 8.1.1 SIA to 17.0

7.5.3.x SIA Apply the 19.x update

7.5.3.x SEA 19.x  Three Step Upgrade Perform full upgrade to 8.1.1 SEA base
7.7.2.x SEA release
Perform full upgrade patch from 8.1.1
SEA to 17.0
Apply the 19.x update

***For more information on SEA and SIA Siebel CRM releases, please refer to My Oracle
Support article 1514115.1.

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CUSTOMER EXPERIENCE
The following features pertaining to improving customer experience are planned for delivery.

Data Visualization
Studies have shown that the human mind typically processes Images faster than text, and it is
much more meaningful to translate data that is traditionally displayed in forms and
spreadsheets into easily understandable visuals to see the “big picture” or convey the
intelligence. The Data Visualization process can be categorized into three steps:

 Creation of Intuitive Visuals: The first step is displaying the data in an easy-to-read manner
so that the message comes across to your users. The application server can process large
volumes of data and supports sophisticated queries to ensure optimal performance. A
robust IDE enables developers or business analysts to create visualizations, such as charts
and infographics, with minimal effort.
 Personalization: Users may set preferences and move content around the dashboard to
match their roles/interests. Personalization greatly improves the user experience as it
allows the user to control the interaction.
 Automation: Instead of the user personalizing the site such that it is optimal for them, the
application interprets usage patterns, trends, and correlations, then intelligently
personalizes a dashboard to the user’s needs.

The new features planned for delivery mark the first step in our journey towards data
visualization. Listed below are the key features:

 Prebuilt visualization components (such as infolets) that allow a user to quickly consume
information at a glance, timelines for chronological interactions, various charts to slice and
dice the data to your preference, and many more.
 A visual IDE to compose your dashboard layout, drag-and-drop capability, and most
importantly compose new visual components with minimal effort
 Preview dashboards by selecting the application of your choice whether it is an employee
application, partner application, or customer self-service application.
 The ability to leverage the same visualization controls across various devices, browsers, and
form factors.

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Dashboards
Dashboards provide a summary of the most important information for users. They cater to
various user roles, channels, or organizations and can be tailored to accommodate the
differences between various industries. In addition to prebuilt dashboards, our intention is to
provide all the tools needed to create these dashboards as quickly and efficiently as possible.

Image 1: Account Status Dashboard (Telecommunications example)

Dashboard Auto-Generation
In order to ease the process of generation of dashboards and 360 degree views and to enhance
the developer’s experience, Siebel application will have a feature to create dashboard
automatically based on predefined rules, templates and by metadata mining. The auto
generation process will create a base dashboard which can be further enhanced by developers.

Dashboard Personalization
Users of the application prefer to see their dashboards with specific set of information and in
preferred visualizations. This feature will allow users to customize their dashboards and save
their preferences for future use. They would also be able to share their dashboard with others
in the community.

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Image 2: Sales Dashboard (Cross Industry)

User Experience
The following Open UI framework features will be added to improve usability:

 Automatic availability of Tile and Map visualizations

 Capability to load multiple Siebel CRM portlets simultaneously in an external application
 Improved UI responsiveness via simultaneous loading within a single UI
 Multi-tab browsing of different Views in the same Siebel CRM application open in different
tabs
 Improved Usability with multiple browser tabs accessing the same Siebel session
 UI Right Click and Open - Ability to "Right Click and Open" Siebel navigation links
 Improvement in UX for editing of hierarchies, including those involving multiple Object
styles, across Siebel functional areas

There are multiple new controls planned for delivery in the product that will enhance the
consumption of information stored in Siebel CRM. Some of the new controls planned are:
 Infolet: Visual representation of aggregated data from one entity – a number or text.
Example: Number of Open Opportunities.
 Timeline: Display of multiple entities (e.g. opportunities, activities, SRs, etc.) arranged in
chronological order in one visualization.
 Hierarchy: Display of four hierarchically associated entities in one visualization to get a
complete view of all events/interactions.

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 o Multi-Hierarchy UI - includes support for the multi-hierarchy control (depicting
households, contacts and entities associated with the contact), show vertical and
horizontal scroll bars and control wizard.

Contact Photo WebService

Ability to call an API to associate a photo with a Contact.

OpenUI Portals
The Siebel eTraining, Siebel Helpdesk and other standard interactivity applications are
planned to be made available in Open UI.

Reporting for Customer Portals

Enable Oracle BI Publisher reports to be generated on customer facing portal applications via a
report icon and supporting views. The reporting capability will be similar to the current
reporting functionality. This feature will require an Oracle BI Publisher integration and relevant
licenses.

Customize URL
Ability to provide a customized URL to align the Siebel CRM application website to corporate
branding standards.

Accessibility
We will continue to provide leading accessibility. As always Accessibility compliance will be
outlined in the Siebel VPAT at http://www.oracle.com/us/corporate/accessibility/vpats/vpats-
siebel-162956.html

Oracle Live Experience

Oracle Live Experience Cloud is a SaaS application that enables enterprises to modernize
customer experience with digital engagement. A standard Siebel CRM integration with Oracle
Live Experience can help drive digital transformation initiatives. By extending the familiar Siebel
CRM UI with Oracle Live Experience (LX) it is possible to deliver new context-aware, modern
digital engagement channels including voice, video and screen sharing to their customers.

Key benefits:

 Improve customer experience

 Deliver modern engagement to your customers
 Ability to upsell during engagement
 Opportunity to differentiate from competitors
 Cloud agility & innovation
 Leverage existing Siebel CRM investment

The following features are provided with the Oracle Live Experience integration:

 Easy to integrate widget providing in-app engagement channels (contextual voice, 1 / 2

way video, screen share)

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 Proactive engagement scenarios using customer context
 Intelligent routing using customer context
 Modern associate portal and digital collaboration tools (escalation to video, screen sharing,
spotlighting & annotation)
 Initiate scheduled meetings via an auto-generated URL
 Recording, transcription & interaction store across all channels
 Insight and analytics. Optimized RTC cloud platform
 Oracle Live Experience is GDPR compliant

Image 3: Call Center agents view of Oracle Live Experience integration with Siebel CRM

Siebel Mobile
The Siebel Mobile Framework is being enhanced to provide a more consistent user experience
whether working online or offline and to ensure the minimum number of gestures (clicks, taps,
etc.) is required to complete a task. The key abilities provided in the enhanced framework are:

 Batch Synchronization - Mobile users can continue to work in the offline mode and data
will be synchronized, without any user intervention on a regular interval as long as the
connectivity is there. This will ensure that users have the latest data on their devices. This
will enable a dispatcher to send the latest Service Request to the field technician and
he/she will be able to get the data automatically on their device. This will enhance the user
experience for the mobile worker.
 Barcode & QR Code scanning using device camera - Siebel Mobile is able to use the built-in
camera of the device to scan the QR code to either insert a record or query a record within
the Siebel Mobile application. This will streamline the operation of a field technician or a
sales rep performing a product audit by using the device camera to easily capture the
product information or query a product within the application.

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Oracle XE Replacement
The existing Siebel Remote solution transition from the Oracle Database XE as the local
database. This will be transparent for our existing SQL Anywhere customers. SQL Anywhere will
be installed as part of the Mobile Web Client installation and process, and the Siebel Remote
backend processes will seamlessly generate SQL Anywhere-compliant artifacts to facilitate
local-server synchronization on the new local database platform. Oracle Database XE is to be
deprecated (unsupported) with immediate effect. We expect to extend the current SQL
Anywhere model to one or more additional local database types in the future.

Smartphone Applications
Then Siebel CRM UI framework will be enhanced in order to reuse the metadata created for
desktop applications to simplify the creation of Smartphone mobile applications without any
significant rework. Our aim is to provide a consistent look and feel similar to the Oracle Cloud
CX mobile applications. With a mobile first strategy, the goal is enable our customers to quickly
create mobile applications based on their existing metadata and speed up the time to market.

Image 4: Siebel CRM Smartphone application user experience

Oracle Secure Enterprise Search

Oracle Secure Enterprise Search (OSES) was end of life in January 2018. Older versions of Siebel
CRM (Innovation Pack 2017 and earlier) will continue to support Oracle Search Enterprise
Search integration, but customers are encouraged to migrate to a different, third-party search
engine using the plug-and-play search architecture, as this integration will no longer be
supported beyond 17.x.

25 ORACLE SIEBEL CRM STATEM ENT OF DIRECTI ON

Elasticsearch Integration
Siebel CRM will include a number of enhancements to Siebel’s Advanced Search functionality:

 Integration with Elasticsearch embedded within Siebel (so a third-party REST adapter is not
required for Elasticsearch integration).
 Siebel CRM will provide a utility to help previous Oracle Secure Enterprise Search
customers with the migration of their SES configuration to Elasticsearch.
 Support for searching attachment content for Elasticsearch and third-party search engines.
 Auto-complete supported out of the box with the embedded Elasticsearch implementation.
 Search supported in non-traditional categories (for example Sales Catalog).

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INDUSTRY INNOVATION
Industry-specific innovations introduced in this release are described below.

Product Configurator using Oracle Advanced Constraint Technology (ACT) and Oracle
Coherence Cache (Developer Preview)
The demands of our customers are the driving force behind our move to new technology
solutions for two major areas of Siebel Product Configurator—Cache Management and
Constraint Rules. Oracle Advanced Constraint Technology (ACT) is a library of algorithms found
in the field of Constraint Programming. Constraint Programming is a programming paradigm
where relations between variables can be stated in the form of constraints. Constraints differ
from the common primitives of other programming languages in that they do not specify a step
or sequence of steps to execute but rather the properties of a solution to be found.

Innovation Pack 2017 provided a like-for-like replacement of constraints found in previous

versions of Siebel Product Configurator (e.g., Innovation Pack 2016 and earlier) via a Developer
Preview.

Siebel Server Cache (built on the Oracle Coherence Cache) allows applications to share data by
storing it in a central cache. Data shared in a central cache allows for a cumulative decrease in
memory usage for the server as each Object Manager process will contain less cached data.
Data will be cached once in Coherence and shared across the different Object Managers.
Shared data is persisted, cluster-aware, and fault tolerant. The Siebel Server Cache will be used
by the Siebel Product Configurator to communicate product model and messaging data to the
new constraint engine.

Further progression towards a fully performance-tested, production-ready release of the new

engine and cache which serve up the Siebel Product Configurator business constraints is being
provided. ACT engines will be the foundation for parallel configuration going forward, allowing
a user to work with multiple customizable products and switch between them quickly while
maintaining multiple configurator sessions.

Product Recommendations using Machine Learning

There is no one-size-fits-all predictive algorithm for all digital services. Or even a silver bullet for
all users within a service across any given context (time, location, device, etc). Throughout
years of experience building recommendation engines and predictive models, we are
constantly developing better ways to test and optimise algorithm performance in real-time to
boost KPIs such as CTR, engagement and conversions.

Common Features:

 Apply multiple machine learning algorithms to develop an extensible recommendation

model.
 White space analysis for sales predictions based on customer profile, purchasing history
and machine learning
 Cross-sell recommendations like customers who bought product x also bought product y,
z… using classification and learn to rank algorithms

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 Combine the results and scores in different ways, e.g. first successful, weighted average,
reorder by popularity.
 Diversify the results based on previous recommendations to increase randomness.
 Exclude previous recommended content based on implicit/explicit feedback and on
content position in the recommended list.
 Change algorithm configuration in real time with no redeployment.
 Create A/B tests with no redeployment.
 Dynamic optimisation with Multi-Armed Bandits.
 Combine with domain-specific business logic (i.e. media, e-commerce, finance)

Enhancements to Siebel UCM

Siebel UCM (also referred as Oracle Customer Hub or “OCH”) is an enterprise-grade customer
master-data management (MDM) solution used widely by large customers across different
geographies and industries. Banking and Financial Services are among the key industries where
Siebel UCM is extensively implemented from a compliance, “know your client” and fraud-
prevention perspective.

The primary objective of Customer Hub is to consolidate the data from multiple source systems
and create a clean, “golden” customer record that can be shared across all the operational
systems. Since many banks are also using the Oracle Banking Platform (OBP) as the front-office
account-origination system, Siebel CRM will be providing enhancements to UCM to support
integration with OBP and Oracle Sales Cloud.

Any Customer Hub implementation is integration intensive. Our customers expect Oracle to
provide out-of-the-box Integration between Siebel UCM and OBP so that their ongoing
maintenance effort is reduced.

To support this need, enhancements to Siebel UCM include:

 Support for OBP entities both from a UCM data-model and process perspective.
 Siebel UCM will also see enhancements to its integration with the Oracle Data Quality
engine to help with improved performance by uptake of the priority key fields as provided
by Oracle Enterprise Data Quality (EDQ).
 Enhancements to the UCM publish/subscribe service to allow for registration of multiple
systems for publish and subscribe. This eliminates a previous limitation in Siebel UCM
whereby it supported only one system integration for the publication/subscription process.
 Allowance of registrations of both point-to-point edge systems and middleware systems
such as Oracle’s Application Integration Architecture (AIA) or Integration Cloud Services
(ICS) for multiple publish/subscribe scenarios.

Oracle Policy Automation Integration

Oracle Policy Automation (OPA) enables organizations to build interactive interviews based on
business requirements, complex policy, and legislation. OPA integration will based on an
embedded-interview approach providing an easy to integrate, low-TCO solution. The solution
provides a richer user interface with capability to render third-party styling.

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Field Service Mobile enhancements for Oracle Real-Time Scheduler 2.3
Siebel CRM Field Service application can be integrated to Oracle Real-time Scheduler using out
of the box integration. This integrated solution provides best in class, real-time scheduling
solution to Siebel customers.

The Field Service mobile application will be enhanced to support process flows for technician
updates to and from Oracle Real-time Scheduler. These enhancements will ensure seamless
end to end process support for work order assignments and updates from field technicians
using mobile devices.

Consumer Goods Mobile Offline

Siebel CRM Consumer Goods mobile application will provide access to the CRM application for
sales users in connected and disconnected mode. This will enable them to perform the key
tasks of managing contacts/accounts, routes, orders etc. in online and offline mode.

Siebel Analytics
Certification for Oracle Business Intelligence Applications (OBIA) on OBIEE 12C is planned. OBIA
certification is required for Siebel Marketing Segmentation and Siebel Analytics. This will
provide continued support for OBIEE for our existing customers.

GDPR Compliance
Provides a framework to assist with GDPR compliance. The framework will provide the ability
to identify which objects contain PII information, allow consumers/citizens to request a report
of all the PII information tracked in the CRM application, and allow for a request to be
forgotten.

Improved PCI-DSS functionality

A variety of alignments to meet PCI-DSS compliance which will also help organizations improve
security even if they do not require PCI-DSS compliance. This feature also implements best
practices for PCI-DSS users.

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