Oracle Siebel CRM

Statement of Direction

April, 2023
Copyright © 2023, Oracle and/or its affiliates
PURPOSE
This document provides an overview of features and enhancements that are planned for delivery in upcoming Oracle Siebel
CRM Monthly Updates over a two-year period.
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 defined by this document are planned for delivery in upcoming Siebel CRM
Monthly Updates. It is our intention to provide a quarterly view of upcoming innovations from this Statement of Direction
that will be delivered on My Oracle Support.

DISCLAIMER
This document in any form, software or printed matter, contains proprietary information that is the exclusive property of
Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oracle software
license and service agreement, which has been executed and with which you agree to comply. This document and
information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without
prior written consent of Oracle. This document is not part of your license agreement nor can it be incorporated into any
contractual agreement with Oracle or its subsidiaries or affiliates.
This document is for informational purposes only and is intended solely to assist you in planning for the implementation
and upgrade of the product features described. 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 in this document remains at the sole discretion of Oracle.
Due to the nature of the product architecture, it may not be possible to safely include all features described in this document
without risking significant destabilization of the code.

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TABLE OF CONTENTS
Purpose 1
Disclaimer 1
Strategy 3
Oracle’s Siebel CRM 3
Oracle’s Support Value Proposition 3
Oracle’s Commitment to Siebel CRM Innovation 4
Oracle’s Siebel CRM Support Timelines for Releases in Premier Support 4
Siebel CRM Customer Advisory Board 4
Limited Availability Features 4
Siebel CRM Modernization 5

Innovation Themes 7
Core Platform 7
Customer Experience 8
Industry Innovation 8

Core Platform 9
Web Tools & Workspaces 9
Continuous Integration, Continuous Delivery 9
Streaming & Messaging 11
REST API Enhancements 11
Platform & Certification Updates 11
Remove Platform Dependencies 11

Customer Experience 12
User Experience 12
Customer Order Management 12
Knowledge Management 12
Generating Value From Data 13
Siebel Universal Customer Master (UCM) 13
Loyalty 14
Enhanced Field Service With Integrated Oracle Field Service Cloud 14
Appointment Booking APIs for Siebel Scheduler 14
Geocode support 14

Industry Innovation 15
Digital Experience Industry Solutions (Siebel as a Service) 15
Oracle Clinical One Integration for Siebel Clinical Trials 16

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STRATEGY

Oracle’s Siebel CRM

Siebel CRM is a key component of Oracle’s CX applications product suite, with a rich product roadmap focused on
modernization of the Core Platform, Customer Experience, and Industry solutions. Our goal is to ensure the Siebel CRM
application continues to provide a flexible user experience, extensible across all channels and devices, to deliver evolving
end-to-end solutions that support all our industry applications. 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 in the ever-changing Experience Economy. 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
channel and machine-to-machine interactions, which is beginning to drive process automation.
Our broader strategy sees the Siebel CRM application as a platform to integrate with Oracle’s CX Industry applications and
embrace Oracle Cloud platform solutions. This two-speed approach will deliver competitive advantages without the business
disruption that is often the outcome when looking to completely transition to new technologies or applications from multiple
vendors.

ORACLE’S 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 monthly 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.

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ORACLE’S COMMITMENT TO SIEBEL CRM INNOVATION
“Applications Unlimited” is Oracle's commitment since 2007 to continue enhancing our current application product lines,
including Oracle Siebel CRM.
Oracle has stated a long-term commitment to invest in Siebel CRM innovation. Oracle will provide incremental
enhancements to Siebel CRM through 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 Monthly 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:
Siebel CRM Support Matrix
CODELINE LATEST RELEASE GA DATE PREMIER EXTENDED SUSTAINING
SUPPORT ENDS SUPPORT ENDS SUPPORT ENDS

CRM 8.1/8.2 2023 (23.3) March 2023 December 2034 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.
Special attention should also be given to the Oracle Siebel CRM Error Correction Policy (Doc ID 1313941.1) which outlines for
releases the specific patches that are available within the Premier Support timeline.

SIEBEL CRM CUSTOMER ADVISORY BOARD

The Siebel CRM Customer Advisory Board (CAB) is one of many groups falling under Oracle’s Global Customer Programs
Community and has been vital in helping customers collaborate, share ideas, and drive our product roadmap for 25 years.
We welcome all our customers and partners to join our CAB regardless of size or industry. To find out more about the Siebel
CRM CAB program please read this article. Register here to join our CAB mailing list.

BETA PROGRAM
Essential for customers and partners that are members of our CAB and want to work closely with the Siebel CRM Product
Management team to gain deeper insight into product features and innovations currently in development. All CAB members
need to self-nominate to be part of the BETA program. This is easily done by completing this form.

LIMITED AVAILABILITY FEATURES

Occasionally, new features and functionality will be made available in Siebel CRM Monthly Updates with a “Limited
Availablity” status. This was introduced into the Monthly Updates delivery process and is designed to release software to
selected customers before being more widely distributed to our entire customer base. Some key components of this
program are:
• Early access to GA-quality software for customers who need new features immediately and are willing to provide
feedback to the Siebel CRM Product Management team.
• Ability to deploy new, fully-supported features to production environments with the confidence that Oracle Support
are available to help. For instructions on enabling “Limited Availability” features contact your Oracle Support
representative.

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SIEBEL CRM MODERNIZATION
Siebel CRM is a mission-critical application for many organizations and our goal is to ensure that it continues to play a
pivotal role linking front and back office, across all industries. Over the past two decades, CRM has evolved dramatically to
meet the needs of new channels and consumer behaviours.
As a result, Oracle has invested heavily to bring together the most complete suite of customer experience (CX) solutions in
the industry. Cloud platforms technology has also rapidly advanced, companies now have a choice of outsourcing their
infrastructure needs for enterprise applications to reduce costs and improve agility. Finally, artificial intelligence has reached
a level where it can infused into applications enriching first-party data and business processes to provide more insight and
efficiencies.
The ability to leverage best-of-breed CX applications and cloud platforms for your Siebel CRM deployment with existing
customizations intact brings great value to your investment. You can future-proof your CRM platform and enhance CX with
minimal risk and provide competitive differentiation across all channels, touchpoints, and interactions.
Transformation
Our approach to ease CRM transformation and the shift towards consumer self-service for any industry, is to follow a two-
speed approach. We can view this approach as the applications that serve the business and IT (applications and platform).
For most customers this diagram relates to business as usual. A simplified solution platform (hardware and database), with
core applications including Siebel CRM, and front-office employee and customer-facing applications.

Image 1: Two-speed approach to transformation, enabling the shift to consumer self-service

Instead of trying to change everything at once and filling gaps with individual cloud solutions, we suggest a more holistic,
two-speed approach to the transformation of core operations and digital self-service applications. Transforming CX is not
only a front-office requirement, but a need to provide a connected experience from front to back office. Applications, assets,
people, and policies managed in back-office systems must be interconnected so data and experience can be integrated
across the organization.
For example, there is not much point having a great real-time eCommerce experience, if you cannot see inventory at a store
near you at that moment or cannot schedule delivery reliably and instantly. Failure to recognize this often leads to
application and data silos, operational inefficiencies, and increased costs as you piece together the puzzle and work with
multiple technology vendors.

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Image 2: Siebel CRM roadmap themes aligning to overall vision incorporating customer variations

Our recommendation, which also incorporates customer variations, is pictured above. Following a two-speed approach, IT
needs can be accelerated by shifting Siebel CRM to the OCI platform with an A.I. powered database. The needs of the
business can simultaneously be achieved with Oracle’s best of breed CX and Industry applications, integrated to Siebel CRM.
The Experience Layer (with Intelligence), describes our CX Industry Framework, simplifying integrations and enabling
intelligence and data to be incorporated into end-to-end processes, without the maintenance overhead that is common
when integrating multiple applications together.
Reflecting our approach, our roadmap is split into three themes: Customer Experience, Industries and Core and Cloud
Platform.

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INNOVATION THEMES
Siebel CRM innovation follows core themes that provide a cohesive product roadmap:

CORE PLATFORM
Autonomous CRM - One of the core strengths of the Siebel CRM solution is the flexible and highly scalable platform. An
important part of the Siebel CRM roadmap is to continue to innovate adding more value through agility, integration and
automation features.
Test Automation – One of the key components with any DevOps cycle is to adequately test the application to ensure any
defects or abnormal behavior is discovered so it can be rectified before release. Whether it’s making internal updates to your
Siebel CRM deployment, or applying a Monthly Update, the ability to automate functional and regression testing can see a
dramatic improvement in quality and reduction in TCO.
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. 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 context.
Artificial Intelligence - 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 Digital Assistants and through
A.I. services that can interact with data in Siebel CRM will provide new interactive experiences and business insights. Adding
support for the Oracle Autonomous Database and Advanced Analytics with the Siebel CRM application will also make use of
machine learning functionality.
Agility – 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 all manner of updates 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 team development. A built in, simple to use Test Automation
Suite provides automated, lights-out testing, saving lots of time and money.
Cloud Optimized - Siebel CRM allows your business to take a flexible approach to cloud adoption, with cloud solutions for a
variety of business requirements. Siebel CRM provides the following cloud capabilities:
• Siebel CRM can be hosted on premise and also in public, private, or partner clouds for employee, partner, and/or
customer facing applications. This allows for optimization of deployment preferences and protection of the most
valuable asset: customer data.
• Hosting Siebel CRM on cloud infrastructure can dramatically reduce the Total Cost of Ownership (TCO). Customers
have realized 35% lower TCO than on-premise hardware with Oracle Cloud Infrastructure. Without hardware costs,
organizations shift from capital expenditure to an operating expenditure platform model. Cloud infrastructure
provides more performance and dynamic elasticity to meet scale on demand.
• Other benefits included no single point of failure and agility: migrate in weeks, deploy in hours, not days.
• A recent announcement between Oracle Cloud and Microsoft Azure ensures the best of both worlds with seamless
interoperability for customers.
• Siebel CRM on-premise or hosted deployments can integrate with Oracle cloud applications via a number of
available integration accelerators and standard interfaces provided with the Oracle Integration Cloud Service.
• For sophisticated customers and partners Siebel CRM provides multitenant database support with the Oracle 12c
and 19c databases.
• Siebel Cloud Manager (SCM) is an automation tool specially designed for customers to simplify the “lift and shift” of
their existing Siebel Enterprises from the current source system infrastructure into OCI, with all their customizations
intact.

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 easily integrate with Oracle CX Suite, and other Oracle cloud
solutions to create a complete enterprise technology stack serving both the front and back office. An industry platform to
enable your organization to deliver memorable customer experiences at scale.

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CUSTOMER EXPERIENCE
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.
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.
Customer 360 – Achieving a successful CRM implementation and a complete customer 360 view requires a master data
management (MDM) solution at the heart of any enterprise. Each customer should only have one identity across various
applications. Siebel Universal Customer Master (Siebel UCM) is configured to store a clean and unified profile for all
customer data. UCM is a comprehensive master repository enabling centralized data cleansing integrity. As part of our data
strategy for Siebel CRM we also focus on enriching 1 st party data with intelligence that can be used to enhance CX.
CX Applications – As a platform for connecting front and back office, supporting omni-channel customer experience
solutions, it is our goal to make connecting CX applications to Siebel CRM and the back office integrated systems as
seamless as possible. The Siebel CRM platform also has best of breed solutions for Loyalty and Customer Master to ensure
customer profiling, advocacy, and data integrity are retained across the entire eco-system.

INDUSTRY INNOVATION
Complete Solutions – Siebel CRM Industry solutions are focused on improving customer experience and satisfaction by
providing solutions with deep process specialization, industry user interfaces and modern mobile offerings. Siebel CRM’s
rich industry solutions continue to be extended to leverage best-of-breed cloud services.
Modern Architecture – The ability to operate Siebel CRM as a modern standalone application or as part of CX Industry
solutions. We are continually evolving our application architecture to be more open and optimized for cloud interoperability,
in a similar fashion to MACH architectural principles:
• Microservices-foundation: individual aspects of business functionality that can be independently developed,
deployed and managed.
• API-enabled: exposing more business services and functionality through an API, making it possible to tie together
two or more applications or services seamlessly.
• Cloud-optimized: aligning to the key principles of cloud native architectures where possible, embracing the full
capabilities of fleet management, beyond storage and hosting, including elastic scaling of highly available
resources. Application functionality is updated with minimal disruption, eliminating the need for upgrade
management.
• Headless-capable: the user interface is completely decoupled from business logic, allowing for complete design
freedom in creating the user interface and for inter-operating with other channels and devices (i.e. existing
applications, robotic processing, IoT, Augmented Reality, Digital Assistants, sensors, etc.)

Industry APIs – Providing an open API integration approach enables the Siebel CRM platform to embrace entirely new
business models and technologies across Industry solutions. As Industry CX becomes increasingly data and customer-
centric, APIs allow for much greater versatility, innovation and openness.

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CORE PLATFORM

WEB TOOLS & WORKSPACES

As Web Tools continues to evolve, all functionality currently in Siebel Tools will be provided in Web Tools. The following
features are planned for delivery:
• Migration Execution Process Management
• Wizards for new object creation and processes
• EIM Table Mapping Wizard - allows developers to map a Base Table extensions to an EIM Interface Table by
creating mappings that will map data in EIM Interface Tables to their corresponding Base Table extension Columns
or extension Tables.
• Schema Workspace enablement
• Keep Workspace context across asynchronous tasks.
• Eliminate Siebel Tools dependencies
• Improve Performance for Multi-Language Deployment. Key benefits include:
o Improved migration speed
o Improved runtime performance by separating the user interface language definition from the rest of the
object definition
o Ability for customers to modify strings, such as labels or captions, for NEO objects. This is particularly
useful for adding custom strings for unshipped languages on NEO objects.
• Web Tools Conflict Resolution View - provides Web Tools with a simplified, comprehensive way to resolve merge
conflicts during Incremental Repository Merge.
• Bookmarks and PDQs in Web Tools- allows developers to quickly navigate to saved objects so that they can resume
or inspect their progress. Pre-Defined Queries (PDQs) Allow developers to see only what they wish. Both
enhancements reduce development time.
• Administrative Data Modifications - framework enhancements for Workspace-enabling custom administrative data
tables:
o Admin data such as Manifest Administration/File, Data Maps, List of Values and other customer data are
Workspace enabled allowing easier and faster development cycles and easier runtime data administration.
o Rollback for Workspace-enabled administrative data (such as LOVs and other customer-enabled
administrative data entities)

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 artifacts such as JavaScript or CSS
files, within the context of Workspaces, to facilitate a uniform developer experience across all Siebel development
artifacts, which include both repository and web artefacts.
• Ability to author and test web file changes in a Developer Workspace
• Ability to integrate web file changes to an Integration Workspace
• Ability to automate deployment of web files to a Production environment.

TEST AUTOMATION
The Test Automation framework is to be further enhanced, improving usability and agility with the following new features.
• Enhancements to Data Driven test automation, namely Dataset association at Test Sets level, Test Set deep-copy,
Master Suite association visibility and so on, that improve scope of reuse and productivity
• Ability to configure Siebel notification mechanisms to track Test Execution Status
• Enhanced abiliy to reuse Test Scripts for multiple languages

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SIEBEL CLOUD MANAGER
The Siebel Cloud Manager (SCM) is an automation tool that dramatically simplifies “lift and shift” migration of existing Siebel
Enterprises from On Premise hardware to a Kubernetes and Ansible-orchestrated deployment and operation in the cloud.
It also allows creation of greenfield Siebel deployments in the cloud in a few clicks. SCM currently supports Oracle Cloud
Infrastructure (OCI) for Siebel deployments.
Major benefits:
• Allows easy and quick (and therefore low cost) moving to the cloud with latest technologies from existing on-prem
deployments. In hours.
• Allows easy creation, modification and deletion of both lifted-and-shifted as well as “Greenfield” Siebel
deployments in the cloud.
• Enables CI/CD pipeline-based development for Siebel CRM in the cloud
• Makes latest cloud architecture, technology, security, scalabiity and performance options available for your Siebel
CRM deployment along with proven automation tools that work at web scale
• Helps continue reaping the benefits of years of investments made into Siebel application – in future-proof
platforms
• Eliminates business disruption due to training needs as Siebel application functionalities remain unchanged
• Allows automated creation of all cloud resources as well as BYOR (Bring Your Own Resources) that allow custom
fitment to any existing cloud ecosystem
• Supports using on-prem database for Siebel servers deployed in the cloud

SCM will introduce the following significant functionalities in future:

• A cloud stack for Obsersvability, Monitoring and Logging of Siebel deployment in the cloud
• Feature rich CI/CD pipeline-based automation for Siebel development in the cloud
• Templates for automated dynamic scaling
• Support for multiple cloud vendors
• Support for Kubernetes orchestrated deployment of Siebel over on-premise infrastructure

UPGRADE FACTORY
Customers that are still on older releases of Siebel CRM can accelerate their application upgrade to the latest Siebel CRM
release on the continuous release model. Siebel CRM Upgrade Factory will deliver an automated development upgrade that
includes the quick setup of a development environment and the efficient transition from Siebel CRM 8.0 & above to the
latest Siebel CRM Release Update.
The upgrade factory approach simplifies the application upgrade process, allowing customers to upload their customized,
pre-IP2017 repository to run an upgrade and IRM process on Oracle Cloud Infrastructure (OCI). This means there are no
dependencies on operating system or database platform. In addition, the development upgrade process will result in a
merged design repository that will enable customers to either continue to use it as their new Siebel development
environment in the OCI tenancy, or export, and import to their on-premise instance to continue development activities
there. Key benefits include:
• Perform Siebel CRM Upgrades in a cost efficient, low risk manner with a shorter timeframe
• Dramatically reduce lengthy provisioning cycles
• Easy to repeat, run Development Upgrades multiple times using the DevOps pipeline
• Flexibility to move your application with business customizations intact to Oracle Cloud Infrastructure

SIEBEL REMOTE DEPLOYMENT

Siebel Remote deployment architecture is being enhanced to ensure changes can be deployed in the production without
upgrade kits.
• Docking Enablement for Siebel Remote – simplified administration of Siebel Remote clients, ensuring repository
changes are routed to Siebel Remote clients. This is to be performed via a docking mechanism after an incremental
migration and without using Siebel Anywhere kits.

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STREAMING & MESSAGING
In Siebel CRM, it is planned to introduce in the near future an Event Publish and Subscribe framework that will enable Event
Driven communication between Siebel Components and external event-driven systems. This will allow event publishing to
and consuming from Kafka, to begin with (and later expanded to communicate with other message streamers/routers),
considering various use cases of a typical Siebel CRM implementation. Kafka is a distributed event store and stream-
processing platform.

Key benefits of Siebel CRM Event Pub/Sub functionalities will include:

• Decoupling of event producers and consumers – Siebel CRM and integrated applications will be decoupled in
message exchange and move independent of each other in respective business domains of operation
• Handle high volume of events – Event Pub/Sub will be designed to handle large number of transactions per
hour/day.
• Scalability- It will be highly scalable with provision for Siebel CRM and Kafka upscaling
• Effective handling of Siebel CRM events– Subscription and asynchronous message processing capabilities will
offer the ability to respond appropriately from the perspective of the Siebel CRM application business needs
• Agility – new producers and subscribers can be added without any work required by the existing producers and
subscribers
• Fault tolerance – The implementation will resend failed records, from the stage where it failed and help minimize
the “redo” process during any transaction of events.
• Kafka maturity – the most widely used message router - extremely proven, industry standard and under active
development

REST API ENHANCEMENTS

Features will be delivered to enhance the Siebel CRM REST API:
• Automation of CRUD APIs - Automatic exposure of Business Objects as REST resources, without the detailed
explicit configuration of Integration Objects.
• REST Access to Dynamic Siebel Business Objects - ability to dynamically expose desired Business Objects without
having to create Base Integration Objects. The key benefits are:
o Simplified process of exposing any Business Object via REST
o No overhead for developers to create Base Integration Objects
o No overhead for migrating Base Integration Objects from Development to Production
o No down time required, there is no need to restart AI tomcat since there is no migration involved.
• Support for Hierarchical Business Components as REST resources via CRUD operations
• Ability to version RESTful APIs
• Event-based REST Outbound Notifications, including flows for Quote/Account/Order/Asset
• Expand Query Param to expand child resources in GET response for parent Resource
• Enable/Disable Anonymous Access Through Inbound REST

PLATFORM & CERTIFICATION UPDATES

Oracle indicates on My Oracle Support, when platform certifications are superseded by more recent Siebel CRM Monthly
Updates. New certification updates planned for Siebel CRM include:
• Third party version updates
• Java upgrade to JAVA11
• 64-bit architecture
• Extensible Object framework

REMOVE PLATFORM DEPENDENCIES

To continue to provide more flexibility for the Siebel CRM platform across all flavours of deployment, our goal is to remove
Microsoft Windows dependencies.
• SSSE (Siebel Server Sync Exchange) Windows dependency from O365 integration – This will enable customers to
deploy Siebel in Kubernetes containers in OCI without installing a Windows Server
• Document server dependency on Windows COM

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

USER EXPERIENCE
The following Open UI framework features will be added to improve usability:
• Improved UI responsiveness via simultaneous loading of components within a single view
• UI parallel applet loading:
o Load disparate applets in a view (dashboard) in parallel.
o Load parent / child applets in a view without dependency in parallel.
o Lazy loading of applets so user can see information quickly
• “Right Click and Open” capability for navigation links
• Improvement in UX for the editing of hierarchies, including those that involve multiple Object styles, across
functional areas
• (Multi) Hierarchy Editing UI - support for multi-hierarchy control (for example, depicting households, contacts, and
entities associated with the contact), showing vertical and horizontal scroll bars.
• Support for Open UI rendering enhancements using third party rendering frameworks (VUE, React or Angular)

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, and so on) is required to complete a task. The key
abilities provided in the enhanced framework are:
• Native Container replacement – Oracle’s strategic direction is to move from the Oracle Mobile Application
Framework (MAF) to a new mobile platform based open standards. Siebel Mobile is embarking on using the
Industry standard ReactNative platform as the mobile platform for the container mobile application for Siebel to be
released on “Apple Store” and “Google Play”
• Enhanced User Experience – We are streamlining the mobile launch and login process for a field (sales/service)
user with minimum key strokes
• Redwood UX – A new Redwood UX is being designed for the Container mobile application which will align with the
Redwood UX available for Siebel CRM on Smartphone.

SIEBEL CONTACT CENTER INTEGRATION WITH CLOUD-BASED CTI

This feature provides a client-side Siebel Communication API (SCAPI) to support a cloud-based Contact Center integration
with the Siebel CRM application. Implementing this module will help customers shift to Contact Center as a Service (CCaaS)
leading to a reduced overall cost of IT operations.

CUSTOMER ORDER MANAGEMENT

Continued enhancements in Siebel Customer Order Management:
• For web scale performant applications, Siebel CRM will incorporate microservices for self-service channels
• Concurrent processing of sub-workflows
• Caching of bundle promotions in file system
• Rapid Offer Design and Order Delivery (RODOD) with latest versions of Order and Service Management and Billing
and Revenue Management
• Sharing profile attribute(s) with remote configurator will allow developers to re-use existing single object manager
scripts with remote product configurator for improved performance and scalability
• For call center agents, while configuring multiple customizable products an enhancement to alert users about
incomplete configurations will ensure sales reps capture the perfect quote or sales order in new creation and
modify scenarios.

KNOWLEDGE MANAGEMENT
Oracle Knowledge Management offers unparalleled capabilities for content authoring and search that helps finding answers
quickly, provides information in an efficient and consistent way across channels. Siebel CRM integration with Oracle
Knowledge will enhance the Service Management capabilities by giving easy access to knowledge for Call Center agents,
Case Workers or Technicians to do their job. While the knowledge repository of articles, guides, and so on. are being created

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and managed in Oracle Knowledge with keywords, the integration will enable searching them for a Service Request. This
integration will support a multi-lingual knowledgebase.

GENERATING VALUE FROM DATA

Siebel CRM continues to be a core system for customer data, traditionally with massive transactional data volumes. We are
focusing on more ways of deriving value from this data through various initiatives. Customers have an option to migrate
from Oracle Business Intelligence Enterprise Edition (OBIEE) to Oracle Analytics Server (OAS) today. In addition, our goal is
to provide an integration to Oracle Analytcs Cloud (OAC).
The table below provides an overview of the various analytical platforms, including migration path.

Oracle Business Intelligence

Oracle Analytics Server Oracle Analytics Cloud
Suite, Enterprise Edition
(OAS) (OAC)
(OBIEE)
Integration with Yes (Certified) Yes (Certified) Not Certified (Roadmap )
Siebel CRM

Key features Reporting Pixel Perfect Reports Governed Analytics

supported
Analytics with Segmentation Self Service Analytics
Other Features & OBIEE
Comparison
(Dashboards & Reports)
Self Service Analytics
Augmented Analytics

Cloud / On- On-Premise On-Premise PaaS / SaaS

Premise
Solution

Release Versions OBIEE Versions and Support Oracle Lifetime Support Policy OAC Product Updates
& Support Dates Dates for Oracle Fusion Middleware
Guide

Proposed Migrate to latest OAS/OAC Upgrade to latest OAS version N/A

Migration Path
Migrate to OAC

Note: For latest status on versions supported with Siebel CRM, please refer the certification matrix in the support portal.

ORACLE ANALYTICS CLOUD FOR DATA ANALYSIS

Oracle Analytics Cloud (OAC) is a scalable and secure public cloud service that provides a full set of capabilities to explore
and perform collaborative analytics for your enterprise. Simple yet powerful, Oracle Analytics Cloud makes it easy for you to
capitalize on cloud analytics, today and in the future. Integrating Oracle Analytics Cloud with Siebel CRM will introduce the
following capabilities:
• Analytics, including self service analytics
• Business scenario modeling and visual analyses
• Enterprise Reporting

SIEBEL UNIVERSAL CUSTOMER MASTER (UCM)

The primary Siebel CRM Master Data Management (MDM) application is to be enhanced with the following features:
• Siebel UCM Transaction Manager – this feature enhances UCM Transaction Manager to keep data in UCM and 3rd
party systems in a consistent state. Newly introduced call-back functions allow developers to integrate with 3rd
party systems and roll-back transactions in case of unforeseen failures.
• Siebel UCM will allow publishing to multiple middle-ware systems in hybrid mode. In this architecture, the end-
points can be either a middle-ware system or a specific edge system in contrast to today’s approach which provides
either a middle-ware OR an edge system.
• The integration with Oracle Enterprise Data Quality (EDQ) will be enhanced to retrieve the rule names for matching.
• Siebel UCM Workflows will be exposed via Inbound REST APIs.
• Siebel UCM will support Kafka based, event driven architecture.

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LOYALTY

EVENT-BASED REWARD TRIGGERS FOR LOYALTY MEMBERS

A good loyalty program recognizes events in their member’s life or journey with the brand by rewarding members at specific
milestones. Siebel Loyalty now facilitates the automatic creation of transactions for the members who meet certain triggers
like birthday, anniversary, referral complete, specific redemption etc. These transactions are then processed to reward
members.
This new functionality allows Loyalty Administrators and Program Managers to enhance their loyalty programs with the
ability to create and process transactions for members non activity and to reward members on special occasions.

PROMOTION FREQUENCY CAP

This feature will give an option to cap rewarding of repetitive member activities to a certain pre defined limit per time period.
This will ensure that a specific promotion is not misused by a loyalty member. For example, a member will be rewarded for a
particular product purchase up to a maximum of 2 times per week.

ENHANCED FIELD SERVICE WITH INTEGRATED ORACLE FIELD SERVICE CLOUD

Companies are shifting to Service-based business models, recognizing Service as a potential profit center. Oracle Field
Service (OFS) offers intuitive, AI-powered tools for routing, scheduling, and managing field service technicians. By
integrating Siebel Field Service with OFS, the best-in-class appointment booking and scheduling features will become
available. This will enable more efficient and on-time service experiences - every time.
The key features of this integration are:
• The integration will support use cases like Appointment Booking, Skill based assignment, Technician updates and
Real-time data synchronization.
• An accelerator within Oracle Integration Cloud to quickly integrate Oracle Siebel CRM with Oracle Field Service.
• OFS will look for all employees who have the required skills and return slots only for those employees based on
defined Skill rules.
• Siebel CRM remaining as the primary Service application while scheduling information will come from OFS.

APPOINTMENT BOOKING APIS FOR SIEBEL SCHEDULER

This feature enables customers to leverage Siebel Scheduler for providing an appointment booking solution on any
customer/employee facing channel. To meet the needs of modern customer experience, it is required to allow customers to
book appointments anytime, anywhere. These APIs will enable self-service capability by integrating front-end applications
with Siebel Scheduler.
As part of this feature, API’s will enable the following capabilities:
• Find a list of Resources in a service region
• Check available timeslots and resource names for an activity
• Book an appointment
• Cancel an Appointment
• Prebuilt User Experiences for Industries

GEOCODE SUPPORT
Many CRM use cases requires location to be associated for a better service and customer experience. This requires the
capturing and stamping of Geocodes. The Siebel CRM data model will be extended to manage Geocodes and support
relevant use cases.

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INDUSTRY INNOVATION
Industry-specific innovations planned for delivery are described below.

DIGITAL EXPERIENCE INDUSTRY SOLUTIONS (SIEBEL AS A SERVICE)

Recent technological advances such as 5G, IoT, voice devices, digital assistants, self-service channels, and so on demand
more data, traffic, and throughput for a Siebel CRM deployment. Therefore, a more highly scalable, cloud optimized
architecture is necessary to meet the expected demand. Within certain industries, we are also seeing a trend towards the
need for “Gold Standard” industry solutions that follow a MACH application architecture, simplifying the need to blend new
applications and technologies with existing mission-critical, deep, end-to-end business processes.
As an example, communications organizations use the deep Telco specific capabilities along with the extensibility
framework to build customer or country specific requirements. These customizations and functionality need to be exposed
and consumed by other applications and channels.
“Siebel as a Service” introduces the concept of highly scalable Siebel CRM services and microservices that provide the ability
to enable existing customized application processes, across all variants of industry application, horizontal business-process
and platform technology, to be exposed, serving the needs of Customer Experience (CX) applications and channels.

Image 3: CX Industry blueprint for Siebel CRM

Key to providing next-generation industry solutions with Siebel CRM has been to develop a cloud-optimized architecture.
This has been, and still is, part of a journey:
• 2016, we made it possible to run Siebel CRM on Cloud Infrastructure (IaaS)
• 2018, we provisioned running Siebel CRM as Docker Containers with Kubernetes, which can run on Cloud (IaaS) as
well as on-premise.
• 2021, first example of Siebel CRM facilitating CX Industry applications with Communications (DX4C Buying)
• 2022, Siebel Cloud Manager was introduced providing the ability to move Siebel Enterprises between on-premise
and cloud platforms with ease, including Container-based deployment.

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DIGITAL EXPERIENCE FOR COMMUNICATIONS (DX4C)
Communication Service Providers are embracing digital technologies to increase business and service agility to rapidly
innovate, launch and monetize new services to deliver omni-channel consistent digital experiences to consumers and
enterprises. Customer expectations demand easy, self-service experiences; but, complex subscription packages, service
visits and billing statements also dictate the need for assisted experiences as well.
Service Providers need modernization without risking core systems or regulatory penalties. This demands a three-part
solution:
1. end-to-end industry specific solutions that span front and back-office
2. two-speed transformation that works with core systems, and
3. industry ecosystem innovation and alignment with standards.
The first step towards a more modular “Siebel as a Service” approach is visible with the latest Oracle Digital Experience
Industry solutions.
Oracle Digital Experience for Communications, is a next generation CX Industry suite allowing customers to adopt a two-
speed transformational architecture that allows them to keep core systems whilst rapidly changing User and Customer
Experience. The following Telco specific business processes are planned for delivery in Siebel CRM:

LAUNCH EXPERIENCE
DX4C launch experience provides product and offer lifecycle management to design, create and launch new services and
bundles. Siebel customers can adopt the DX4C Launch design experience for product and offer design while keeping core
Siebel CRM in-place. Siebel CRM has delivered REST APIs for this and will aim to provide Microservices for this integration in
the future.

BUYING EXPERIENCE
Customers demand high performant digital self-service experiences that are easy to use and enable them to not only make
purchases, but to manage their ongoing subscriptions (e.g. family plans, device upgrades, etc.).

ORACLE CLINICAL ONE INTEGRATION FOR SIEBEL CLINICAL TRIALS

The Siebel Clinical Trials Management System (CTMS) provides Inbound Web Services for an out-of-the-box, bi-directional
integration with the HSGBU Clinical One platform. This enables automating the creation / update of information around
Site, Subject visit template, Subject enrollment and Subject activity tracking information. These are different entities in Siebel
CTMS that are exchanging information with Clinical One.
With the new integration flow of a Subject Visit template from Clinical One to CTMS, there will be the option, with a new
button to apply the new / updated subject template to all subjects in one action. The batch apply feature will be a new option
in addition to the ability to apply the subject template to one subject at a time. The ability to batch apply to all subjects will
provide process efficiency to the end user, typically a Clinical Research Associate (CRA).
Between a CTMS and Electronic Data Capture (EDC), in this case, Clinical One Data collection, there are typically lots of
shared data between the two systems. End users want to be able to enter metadata, operational data or clinical data once
and organically within the clinical-trial process. They expect to have automation to flow that information to other systems
and users where it will be utilized downstream, in other key parts of the trial process. This integration delivers process
efficiency, elimination of duplicate / redundant effort in both systems, maintaining data quality and consistency, with these
benefits leading to reduced time and costs.

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CONNECT WITH US
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