Posted by Shardul Trivedi
Comments (3)
February 20th, 2008

I would like to welcome you to Hexaware’s Siebel blog– “Siebel Street”. Hexaware’s Siebel practice has been doing wonderful things and we would like to share some of them with you through Siebel Street. In this first post I will introduce the Siebel CRM and describe its capabilities. I will end with giving a sneek peek at some of the forthcoming posts in this blog.

Siebel has been the market leader in the CRM space for more than a decade. It started with a sales-force automation software and then expanded into marketing and customer service applications. It was taken over by Oracle in 2005. Today, Siebel CRM is at the forefront of Oracle’s CRM product strategy. Siebel’s CRM Suite caters to clients in the BFSI, Telecom, Pharmaceuticals , Retail , HI-tech Manufacturing and Transportation verticals among others. Siebel’s Technical architecture provides a top-notch user interface, strong integration, diversified industry-wide applications, easy upgrades and reliable customer support.

Most customers need to change the Siebel application by modifying delivered functionality or by implementing new modules. The customizations in the Siebel applications are implemented using Configuration, Scripting and Workflows. Siebel also provides excellent data management capabilities. Siebel EAI integrates third party applications/objects with Siebel and Siebel EIM populates external data in interface tables and user data in base tables. Siebel Analytics is the business Intelligence application from Siebel Systems. It has been rebranded as OBIEE and will form the centerpiece of Oracle’s BI Strategy.

In Siebel Street, contributors from Hexaware’s Siebel practice will blog about their experience with Siebel CRM and Siebel Analytics/ OBI-EE. We will describe the business and technical challenges, their resolutions and the benefits of our approach. We are working on the entire range of tools available on Siebel. Our team consists of experts in EIM, Config, Integration, ETL, Analytics, Administration and Testing. We will share our project experiences in these areas in the forthcoming posts.

In this month we will post on DAC, escripting etc. Watch this space..

Comments (3)

Manjunath Reddy - June 9th, 2008


Shardul Trivedi - June 2nd, 2008

In some of the earlier releases of Siebel Industry applications, Complaint was a part of Siebel Request. Also there existed Products->Complaints. But in few recent versions of Siebel Call center application there is no vanilla functionality for Complaints. As such there is not much difference between Service Request and Complaints. There can be 2 solutions to your business user requirement. 1.. You can configure a customised view, applet and keep the base table as that of Service Request. Complaint number / Service Request can be exposed with ROW_ID system column. 2.. You can use 2 different tables for storing Complaint and Service Request. New oracle sequence numbers can be generated for the same. Oracle sequence number cannot be of customised format, only as per provided by Oracle backend. Please feel free to comment/respond back.

Murar G. Mandhan - June 1st, 2008

I would like to know how different is a "complaint" from a "service request" in terms of Siebel environment. My business user wants to have a different sequence for complaint number and different for a service request.

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