Siebel CRM on Demand by azertyuiop_1230

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									Siebel CRM On Demand
  Statement of Direction
             August 2006
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Purpose Statement THIS DOCUMENT PROVIDES AN OVERVIEW OF FEATURES AND
ENHANCEMENTS INCLUDED IN ORACLE’S SIEBEL CRM ON DEMAND ROADMAP. IT IS
INTENDED SOLELY TO HELP YOU COORDINATE YOU DEPLOYMENT PLANS WITH FUTURE
RELEASES OF SIEBEL CRM ON DEMAND.


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DESCRIBED IN THIS DOCUMENT REMAINS AT THE SOLE DISCRETION OF ORACLE. DUE TO
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INCLUDE ALL FEATURES DESCRIBED IN THIS DOCUMENT WITHOUT RISKING SIGNIFICANT
DESTABILIZATION OF THE CODE.
                                                                                                                         Statement of Direction
Siebel CRM On Demand                                                                                                     Product Roadmap

Siebel CRM On Demand.................................................................................................................................................. 6
Planned for Release within the Next 12 Months.......................................................................................................... 6
  Customization and Administration............................................................................................................................ 6
     Multi-Select Picklists .............................................................................................................................................. 6
     Cascading Picklists ................................................................................................................................................. 6
     Customizable Audit Trail........................................................................................................................................ 7
     Advanced Field Management............................................................................................................................... 7
     Dynamic Layouts .................................................................................................................................................... 7
     Search Enhancements............................................................................................................................................. 8
     Homepage Customization ...................................................................................................................................... 8
     Workflow.................................................................................................................................................................. 8
     Book of Business for Optimizing Data Access................................................................................................... 9
     User Delegates....................................................................................................................................................... 10
  Usability ...................................................................................................................................................................... 10
     Inline Edit................................................................................................................................................................ 10
     List Management Enhancements........................................................................................................................ 10
     Recently Viewed History Enhancements........................................................................................................... 11
     Smart Associations ............................................................................................................................................... 11
     Expand/Collapse.................................................................................................................................................... 12
     UI Themes .............................................................................................................................................................. 12
  Sales Automation....................................................................................................................................................... 12
     Opportunity Teaming ........................................................................................................................................... 12
     Opportunity-Centric Offline Download ............................................................................................................. 12
  Contact Center............................................................................................................................................................ 13
     Embedded Email Management ............................................................................................................................ 13
     Outbound Dialing.................................................................................................................................................. 13
     Supervisor Recording Review............................................................................................................................. 13
     Voicemail Playback via Phone............................................................................................................................. 13
  Industry Solutions..................................................................................................................................................... 14
     Financial Portfolio Enhancements ...................................................................................................................... 14
     Household Enhancements ................................................................................................................................... 14
     Patient Device Registration ................................................................................................................................. 15
     Automotive Enhancements ................................................................................................................................. 15
  Analytics ..................................................................................................................................................................... 16
     Campaign Recipients and Responses Analytics.............................................................................................. 16
     Enhanced Drill Support ........................................................................................................................................ 16
     Enhanced Analytics Visibility Options.............................................................................................................. 16
  Desktop Integration................................................................................................................................................... 17
     PIM Sync Proxy Server Authentication............................................................................................................. 17
  Enterprise Integration................................................................................................................................................ 17
     Pre-built Integration with Oracle E-Business Suite.......................................................................................... 17
     Integration Events................................................................................................................................................. 18
     UI Integration and Extension............................................................................................................................... 18
     Expanded SSO Support ........................................................................................................................................ 18
     Web Services Enhancements .............................................................................................................................. 19


 This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
 nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
 reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
 purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
 Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
 any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                         Copyright © 2006 Oracle Corporation
August 2006                                                       Oracle Corporation Confidential                                                                          Page 4
                                                                                                                        Statement of Direction
Siebel CRM On Demand                                                                                                    Product Roadmap

     Import/Export Enhancements .............................................................................................................................. 19
Additional 2007 Highlights ........................................................................................................................................... 20
  Analytics ..................................................................................................................................................................... 20
     Expanded Analytics Content............................................................................................................................... 20
  Integration................................................................................................................................................................... 20
     Additional Import/Export Enhancements .......................................................................................................... 20
     Additional Web Services Enhancements .......................................................................................................... 20
  Hosting Services ........................................................................................................................................................ 21
     Customer Development Environment ................................................................................................................ 21
     Individual Company Restore from Backup........................................................................................................ 21




 This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
 nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
 reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
 purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
 Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
 any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                        Copyright © 2006 Oracle Corporation
August 2006                                                       Oracle Corporation Confidential                                                                         Page 5
                                                                                                                     Statement of Direction
Siebel CRM On Demand                                                                                                 Product Roadmap


Siebel CRM On Demand
Siebel CRM On Demand provides market-leading marketing, sales, service, call-center and
analytics capabilities delivered as a hosted solution. Based on over 10 years of CRM expertise,
Siebel CRM On Demand enables companies to drive the entire customer life cycle, from the
first marketing contact through all stages of the sales pipeline and ongoing customer service and
support.
This document highlights some of the key future product capabilities planned for Siebel CRM
On Demand.


NOTE: For customers hosted by one of Oracle’s Siebel CRM On Demand hosting partners, such as T-Systems and
British Telecom. These capabilities will be enabled by Oracle. Hosting partners are responsible for meeting all
necessary system and operational resource requirements in order to leverage these capabilities and provide them to their
customers.



Planned for Release within the Next 12 Months
Customization and Administration

Multi-Select Picklists
A multi-select picklist is an efficient user interface mechanism for representing a single field with
one or more possible selected values. For instance, tracking multiple skills for a person could
be represented by creating a multi-select picklist. Multi-select picklists are administered the
same way as single-select picklists. The difference is that when creating or editing records,
users can specify multiple selected values for multi-select picklists.

Cascading Picklists
Siebel CRM On Demand will provide cascading picklists to enable companies streamline data
entry and ensure consistency of information captured in the application. Cascading picklists
restrict the value of one picklist based on the value of another picklist. For example, the first
picklist could present a list of service request Categories and drive the value of a second picklist
called Sub-Categories. When the user selects “Installation” for Category, the Sub-Category
picklist would be dynamically constrained to show only the picklist values that correspond to the
“Installation” Category. Multiple picklists, including both pre-defined and custom picklist fields,
can be dynamically linked together as cascading picklists.

 This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
 nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
 reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
 purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
 Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
 any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                     Copyright © 2006 Oracle Corporation
August 2006                                                     Oracle Corporation Confidential                                                                       Page 6
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap


Customizable Audit Trail
Siebel CRM On Demand will provide the ability to customize which fields are tracked in the
audit trail for Opportunities and Service Requests as well as Fund Requests for those
companies who have this vertical object provisioned. Your company administrator can indicate
which fields (standard as well as custom fields) should be tracked in the audit trail. Anytime
there are changes to these tracked fields, an audit trail record will be generated. There will be a
standard limit to the total number of fields across all supported objects that can be tracked.
However, if your company requires more than the standard limit, an option will be available to
increase this limit.

Advanced Field Management
With advanced field management, companies can customize the solution to enforce and support
their own specific best practices. Advanced field management will enable companies to specify
default values as well as embed custom field validation logic into the application. Default values
take effect upon creation of new records. Field validation rules take effect upon saving new or
updated records. Using easy to use scripting capabilities, companies can specify sophisticated
conditional default values and field validation rules. For example, companies can specify that
when creating/editing contacts, one of the following fields -- the work phone number, cell phone
number or email address -- is required. As another example, companies can enforce that if the
opportunity category is “small business” then the opportunity revenue must be below $500,000.

Dynamic Layouts
Dynamic layouts enable companies to configure different layouts for different types of records.
Dynamic layouts streamline the application for end users by allowing them to manage only the
subset of information that is relevant in the given situation. For example, companies may track
several different types of accounts, such as customer-type accounts and prospect-type
accounts. Using dynamic layouts, companies can configure different layouts that show a
different set of account fields and related items based on the type of account. The layouts can
then be associated with one or more user roles. When the user drills into a particular account
record, the user will be shown the appropriate layout based on the user’s role and the type of
account.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                       Page 7
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

Search Enhancements
The Search capabilities in Siebel CRM On Demand will be enhanced to make it easier than
ever for users to find information within the application. For each record type and user role,
administrators will be able to configure search by designating the most commonly searched
standard and custom fields, as well as designating which fields to display in the search results.
Users can then use targeted search to specify criteria against the most commonly searched
fields. In addition, users can use advanced search to specify criteria against any field for the
given record type. When search results are returned, in addition to seeing the fields that the
administrator has setup, users can also choose to save the search criteria as a list that can be
used again.

Homepage Customization
Siebel CRM On Demand will provide the ability to easily configure the application and module
homepages to provide the most relevant information to different users, including the ability to
display custom analytics on homepages. For example, the homepage for a customer service
representative can be configured to show new service requests instead of new leads and a
custom service request analytic instead of the standard sales pipeline quality analytic.

Workflow
With workflow, companies can embed best practices and proactively drive action based on
changes to information in Siebel CRM On Demand. Workflow can be triggered based on the
creation, update or deletion of records, including accounts, contacts, opportunities, service
requests, activities, and leads. Companies can configure workflow conditions that need to be
checked and upon successfully being met, automatically trigger one or more actions. The
actions that will be supported include sending out email notifications, creating a task, updating a
field, creating an integration event (see Integration Events) as well as associating books (See
Book of Business for Optimizing Data Access).

Workflow can be used to satisfy a wide range of needs. For example, companies can embed a
best practice to automatically create follow-up tasks one month after the opportunity closes.
Another example is to automatically notify the sales reps’ manager if an opportunity over $1M is
delayed by one month. Yet another example, using the ability to update a field, companies can
automatically calculate the Opportunity Margin field based on subtracting the Opportunity Cost
field from the Opportunity Revenue field.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                       Page 8
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

Book of Business for Optimizing Data Access
Siebel CRM On Demand’s book of business capabilities will provide greater flexibility to
segment and share information across complex organizational units, such as highly cross-
matrixed organizations.

Companies can create book of business hierarchies based on how they need to group/organize
their information and then setup users to have the appropriate level of access to books. For
example, companies can create one book hierarchy that is aligned geographically and another
book hierarchy that is aligned by product line. Sales managers, sales reps, sales consultants,
inside sales reps, and other users within the company can be given the appropriate level of
access to books. The sales manager in charge of the entire East region may be setup to have
full access to the East book which automatically gives him full access to the North-east, Central-
east and South-east sub-books. The sales rep in charge of North-east can be setup to have full
access to the North-east book. The sales consultant that supports the North-east and Central-
east but NOT the South-east can be setup to have edit access to the North-east and Central-
east books only. The overlay sales rep in charge of a given product line for the East may be
setup to have full access to the product line book as well as read access to the East book.

As information, such as accounts, contacts, opportunities, service requests, etc, are associated
with one or more books, users associated with those books will automatically get the
appropriate level of access to the information. Information can be associated with one or more
books one record at a time or in mass using mass update capabilities. In addition, using
workflow, information can be automatically associated with one or more books based on
rules/conditions. For example, all accounts that are in a given list of eastern states should
automatically be associated with the East book.

Book of business capabilities not only provide greater flexibility in setting up the system to
provide users with the appropriate level of access to information, they also enable users to work
smarter and faster. When searching for information, creating lists or associating records, books
can be specified to narrow the results more efficiently, ultimately increasing user productivity.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                       Page 9
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

User Delegates
Siebel CRM On Demand will add user delegate support. User delegates will have the same
level of access to information in Siebel CRM On Demand as the user for whom they are the
delegate. For example, companies can setup an administrative assistant to be the user delegate
for one or more VPs. The administrative assistant will then have access to the information of the
VPs he/she supports.


Usability

Inline Edit
Inline edit capabilities will greatly enhance the usability and interactivity of the Siebel CRM On
Demand user interface. Instead of navigating to edit screens, finding the field to update and
clicking save, users can simply click on a field in the list or detail screens and edit the field in
place. There are no plugins, ActiveX or downloads required to use inline edit. Inline edit
leverages the latest advances in browser technology and AJAX, to minimize navigation steps
and reduce server round trips to update information, ultimately delivering a more efficient user
experience for increased user productivity.

List Management Enhancements
Siebel CRM On Demand’s list management capabilities will be enhanced to make it easier than
ever for users to use lists to manage their information.

When defining lists, users can more quickly and efficiently refine their lists using the refine list
option. While on the list screen, the refine list option will automatically navigate to the list
management wizard pre-populated with the current list criteria. From there the user can modify
or add additional criteria and re-execute the list. The user can continue this process until they
are ready to save the list.

In addition, when defining lists, users will have more options for filter criteria. For example, date
fields will support “in the last X days” as well as “in the next X days” as filter criteria. User
fields, such as the last modified by user, created by user, etc. will support “current user” as the
filter criteria.

When working within a list, users can more efficiently narrow lists with adhoc filtering. For
example, instead of using the alpha bar to narrow the list to all records starting with D and then


This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 10
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

paging through the results to get to the page beginning with Du, users can instead toggle the
alpha bar to use quick filters to narrow the list directly to all records starting with Du.

Siebel CRM On Demand will also provide greater flexibility and control in how lists are shared
across the user base. When saving lists, users can not only specify whether the list is private or
public, as they can today, but will be able to specify that the list is role-specific. Administrators
will also have the ability to specify by role which lists are available and which lists are displayed
on the various homepages by default.

Recently Viewed History Enhancements
For users who tend to work with the same information over a period of time, the recently
viewed history section of the application can be used to quickly navigate directly to records
without having to perform searches or navigate lists. Today the recently viewed history section
on the left hand action pane holds the last 10 records across the application that the user has
visited. In this timeframe, recently viewed history will be enhanced to be available for
homepage customization. The last 10 records of a given record type that has been viewed,
edited or created will be displayed and will be persistent even if the user logs out and logs back
in. For example, the opportunity homepage can be configured to show the 10 most recently
viewed opportunities in one of the homepage sections.

Smart Associations
Smart associations will make it easier for users to associate different record types, such as
Accounts, Contacts, Opportunities, Activities, etc. with each other.

For cases where there is a single association, users will be able to type in the name of the
associated record and the application will automatically attempt to resolve the association. For
example, when creating a task, users will be able to type in the account name field. When the
user tabs out of the field, the application will automatically search for accounts that match. If a
unique match is found, the appropriate account will be used. If no matches or multiple potential
matches are found, the user will be presented with a lookup window where they can perform
additional searches and/or pick the appropriate account.

In addition, certain areas of the application which currently only allow single associations when
creating or editing a given record type which will be enhanced to allow multiple associations.
For example, users will be able to associate multiple contacts with tasks, as they are creating or
editing the task. On the Task Edit screen, when the user clicks on the magnifying glass to


This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 11
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

associate contacts, the lookup window will be pre-queried with contacts associated with the
account that was specified for the task. The user can then select one or more contacts in this
lookup window to associate those contacts with the task.

Expand/Collapse
Siebel CRM On Demand will enhance the user interface to enable users to expand/collapse
various sections within the application. Within detail screens, the various related items can be
collapsed to minimize vertical scrolling. In addition, the left hand action bar sections, such as
Search, History, Create, can be collapsed when not in use. Expand/collapse capabilities enable
users to manage their screen real-estate and focus on just the subset of information they need in
the given situation.

UI Themes
Siebel CRM On Demand will be providing multiple UI themes that control the general look and
feel of the user interface. Companies and users can choose to keep the current look and feel or
choose one of the available themes that better suit their preferences.



Sales Automation

Opportunity Teaming
Opportunity Teaming will enable opportunity centric organizations to track and manage
opportunity team members separately from account team members. When adding opportunity
team members, the team member’s role as well as access level to the opportunity can be
specified.

Opportunity-Centric Offline Download
Siebel CRM On Demand provides an innovative zero-install offline solution that enables mobile
sales teams to remain productive on the road – even without an Internet connection. Users can
access, add and modify their critical information including accounts, contacts, opportunities and
related activities. The offline solution will be enhanced to enable opportunity centric download
of information. Users will be able to specify an opportunity list for download. The offline
solution will then be updated to contain opportunities in the list as well as associated information
such as contacts and activities.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 12
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

Contact Center

Embedded Email Management
Embedded email management will streamline how contact center agents manage and respond to
incoming emails. Incoming emails are routed to agents based on skill set and availability. Based
on configured SLAs, emails can be “pulled back” from agents and reassigned if there is no
response/activity within the allotted timeframe. Embedded email management will enable agents
to manage emails directly from within the Siebel CRM On Demand user interface without any
reliance/dependency on external email applications.

Outbound Dialing
Siebel CRM On Demand’s embedded contact center capabilities enable companies to setup
contact centers without having to invest in expensive contact center and telephony infrastructure.
All agents need is an internet connection and phone to start receiving inbound customer
interactions routed to them based on agent skills and availability. In this timeframe, outbound
dialing capabilities will be added to streamline agent workflow for managing outbound calls.
For example, all phone numbers are automatically stored in ready-to-dial format. Contact
center agents will therefore be able to place calls using Oracle’s hosted contact center
infrastructure by simply clicking on any phone number within the application, without having to
type in any additional numbers or prefixes.

Supervisor Recording Review
Contact center supervisors require management tools to monitor and coach contact center
agents to ensure high quality customer interactions. In this timeframe, Siebel CRM On
Demand’s embedded contact center capabilities will be enhanced to streamline how supervisors
review call center agent recordings.

Voicemail Playback via Phone
Siebel CRM On Demand’s embedded contact center capabilities include the ability to manage
voicemail. In addition to being able to play back voicemail through the computer, an additional
option will be provided to enable voicemail playback via phone. Upon choosing this option, the
agent’s phone will ring and the agent will be able to listen to the voicemail.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 13
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

Industry Solutions

Financial Portfolio Enhancements
Siebel CRM On Demand’s financial services industry solution is targeted to financial advisors,
such as wealth management and insurance advisors, enabling them to build trusted relationships
with customers and increase customer wallet share. In this timeframe, powerful capabilities to
more effectively manage financial portfolio information will be provided. Enhancements include
support for companies with business to business (B2B) as well as business to consumer (B2C)
business models. B2B companies will be able to manage financial portfolios associated with the
various companies with which they conduct business. With a complete view of companies’
portfolio holdings, reps can more effectively manage their interactions as well as identify cross-
sell/up-sell opportunities with those companies. In addition, portfolio hierarchy support will be
provided to track complex portfolio structures. For example, trust accounts are commonly held
by wealth management firm clients. Trust accounts consist of a parent account, which
represents the legal agreement, or trust, and sub-accounts, which represent the actual holdings,
such as a life insurance policy and a brokerage account. Other financial portfolio enhancements
include the ability to rename the portfolio object, merge portfolio records, delete or update
portfolio information in mass, as well as easily associate portfolios with appointments and tasks.
These enhancements make it easier to effectively and accurately track and manage assets under
management.

Household Enhancements
Tracking and managing household information is a critical part of managing customer
relationships for companies who have business to consumer (B2C) business models. In this
timeframe, household enhancements will provide powerful tools to more effectively manage
household information. Enhancements include greater flexibility for how information is
associated and rolled up to households. For example, as contacts are associated with
households, users can indicate the relationship of the contact within the household and whether
or not the contact’s income, net worth, etc, should be rolled up and included as part of the
household’s total income, net worth, etc. Other household enhancements include the ability to
merge households as well as delete or update household information in mass. These
enhancements increase the data quality and accuracy of household information.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 14
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

Patient Device Registration
Siebel CRM On Demand’s life sciences solution for the medical industry is targeted to sales
reps of medical devices, equipment, or related products, enabling them to manage complex
relationships and plan medical education events. Patient device registration capabilities will be
provided to manage and track device implants, explants and patient registrations for improved
process automation, standardization and simplification while complying with regulatory
requirements. For example, reps can login and enter patient information corresponding to cases
including diagnosis, implanting physician, notes regarding insurance and clinic affiliations as well
as specific devices being implanted. This information can then be accessed by members of the
regulatory group who can create activities to ensure collection of additional information gathered
during the surgery as well ensure that new patients are invited to upcoming medical education
events for new patient orientation.

Automotive Enhancements
Siebel CRM On Demand’s automotive solution provides robust functionality to support key
business processes unique to the automotive industry such as dealer service, vehicle service
support, and multi-channel selling throughout the extended enterprise. In this timeframe,
enhancements will be provided to enable companies to more effectively customize, manage and
track dealer and vehicle information. Enhancements include the ability to rename vehicle to
better match company specific nomenclature as well as improvements in how custom fields are
shared between the account and dealer record type and between the asset and vehicle record
type. Dealer is a specialized type of account and vehicle is a specialized type of asset. All
custom fields added to the account and asset record types will be inherited and available in their
respective specialized record types. In addition, import and export enhancements will provide
wizards that make it easier than ever to manage dealer and vehicle information. Other
enhancements include extending the dealer record type to support related notes, activities, leads
and attachments.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 15
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap


Analytics

Campaign Recipients and Responses Analytics
Siebel CRM On Demand is planning to provide a new campaign recipients and responses
analytics subject area. With this subject area, companies will be able to produce simple list
reports that show campaigns and their corresponding recipients as well as perform
comprehensive analysis on response rates to measure campaign effectiveness.

Enhanced Drill Support
Embedded analytics drill paths are highly dynamic and can be configured to enable users to
view information from multiple different perspectives to gain true insight into their business.
These drill paths can navigate from one analytic to another as well as drill into the detailed
transactional information, such as the account detail screen or the opportunity detail screen. In
this timeframe, enhanced drill support will provide a more streamlined user experience when
navigating between analytic reports and detailed transactional information. For example, if a
user drills from one analytic report into multiple other analytic reports before finally drilling into
an account detail screen, when the user clicks the browser back button, the user will be
navigated to the analytic report and at the appropriate drill level.

Enhanced Analytics Visibility Options
When users access analytic reports, the information they see is controlled by multiple factors
including whether the user is the owner, the user is in the management chain of the owner or the
user is a team member for the record. In this timeframe, Siebel CRM On Demand will provide
enhanced analytics visibility options to control the information users see in analytic reports. The
available options will include manager visibility, team/group visibility and full visibility. The
manager visibility option will restrict information to records where the user is the owner or in the
management chain of the owner. The team/group visibility option will restrict information to
records where the user is the owner or is a team member. The full visibility option will show
records where the user is the owner, or the user is in the management chain of the owner, or the
user is a team member, or the user is in the management chain of a team member, or the user
has access to a book (see Book of Business) that is associated with the record. The default
analytics visibility option will be set at the company level but can be changed/overwritten at the
user level providing for even greater flexibility.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 16
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap



Desktop Integration

PIM Sync Proxy Server Authentication
PIM Sync Proxy Server Authentication is planned to enable users to use PIM Sync at
companies that have deployed a level 2 proxy server for internet requests from PC's within their
fire walled intranet. If released, when users at such companies use PIM Sync, they would be
prompted with the proxy authentication window. Upon successful authentication, PIM Sync
would synchronize their information between their PIM and Siebel CRM On Demand.



Enterprise Integration

Pre-built Integration with Oracle E-Business Suite
Pre-built Siebel CRM On Demand to Oracle E-Business Suite (EBS) integration shortens time
to value by accelerating deployment times as well as significantly reducing implementation costs.
This integration will come out-of-the-box with pre-built integration processes and will leverage
Oracle Fusion Middleware technology to orchestrate integration processes and perform data
transformations. Customers can use this integration out-of-the-box or easily modify/extend the
integration.

There are three main components of this integration. The foundation for this pre-built integration
is customer data integration. Tools will be provided for initial extraction, transformation and
loading of customer information from EBS into Siebel CRM On Demand. As new customer
records are created in Siebel CRM On Demand, EBS’s customer data quality module will
perform duplicate checking. As users modify customer information, bi-directional
synchronization will keep both systems up-to-date. The second aspect of this pre-built
integration streamlines the opportunity to quote process. From the opportunity within Siebel
CRM On Demand, users can simply click on a link to convert an opportunity into an EBS quote
and then manage the quote from within the Siebel CRM On Demand interface. The third aspect
of this pre-built integration provides a 360 degree customer view. Siebel CRM On Demand
users will be able to view information from EBS, such as orders, invoices, payments, etc,
directly within the Siebel CRM On Demand interface.



This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 17
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

Integration Events
Integration events will enable process driven application integration and extensions. Using
workflow capabilities (see Workflow), companies will be able to automatically trigger cross-
application processes based on changes to information in Siebel CRM On Demand by creating
integration events. For example, workflow can be setup to create integration events whenever
an opportunity closes. An integration application can be built to look for this integration event
and upon detecting the event, extract opportunity information as well as opportunity related
information such as accounts, contacts, products, etc, using web services. The integration
application can then use this information to integrate with a back-office application to create an
order.

UI Integration and Extension
UI integration capabilities enable companies to extend and embed external content into the
Siebel CRM On Demand user interface providing users with streamlined access to information.
Today, custom webtabs enable companies to embed external content in new custom tabs. In
this timeframe, UI integration capabilities will be enhanced to support custom web applets.
Custom web applets enable companies to embed external content on existing detail screens.
For example, on the account detail screen, a related item section can be created that shows
invoice information from a back-office application. In addition, Siebel CRM On Demand will
provide even greater flexibility for controlling embedded content by allowing companies to not
only point to external URLs with passed in parameters, but by also allowing embedded HTML
content within custom web applets. The possibilities for how this powerful capability can be
used are extensive, from controlling the size of custom web applets to extending the user
interface with new UI controls.

Expanded SSO Support
Single Sign-on (SSO) support is available today for brower-based access to Siebel CRM On
Demand as well as access through the PIM sync client. In this timeframe, SSO support will be
enhanced to include support for other clients and access methods to Siebel CRM On Demand.
Applications that will be supported include the Siebel CRM On Demand offline client, Outlook
Email integration, Lotus Notes Email Integration, Office On Demand integration for Word and
Excel as well as any custom applications or integrations built using Siebel CRM On Demand’s
web services. SSO support requires that third-party SSO software be installed and configured.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 18
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap

Web Services Enhancements
Siebel CRM On Demand provides comprehensive web services to enable programmatic access
to information to extend Siebel CRM On Demand and integrate with other applications. In this
timeframe, web services will be enhanced to provide more streamlined and efficient web
services. Enhancements include optimized support for merge record operations for accounts,
contacts and leads. Picklist web service enhancements will provide more efficient access to
picklist information in translated languages. The opportunity web service will be enhanced with
greater support for managing partner and competitor information. For companies leveraging
Siebel CRM On Demand's vertical solutions, enhancements will include improved web services
for contact interests, contact account relationships, contact lead referrals, portfolios,
households, medical events, activity solution, activity sample dropped and activity product
detail.

Import/Export Enhancements
Siebel CRM On Demand provides easy-to-use wizards to easily import/export information. In
this timeframe, these tools will be enhanced to include better support for custom objects,
dealers, vehicles and campaign recipients.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 19
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap



Additional 2007 Highlights
Analytics

Expanded Analytics Content
Siebel CRM On Demand will provide additional analytics content to enable companies to gain
greater insight into their business. Planned enhancements include custom object analytics as well
as partner and competitor analytics.


Integration

Additional Import/Export Enhancements
Siebel CRM On Demand provides easy-to-use wizards to easily import/export information. In
this timeframe, these tools will be enhanced to include better support for additional record types
and relationships between record types. For example, Siebel CRM On Demand currently
provides the ability to export partner relationships. In this timeframe, import capabilities are
planned to be enhanced to include partner relationships.

Additional Web Services Enhancements
Siebel CRM On Demand will continue to expand available web services to enable
programmatic access to information to extend and integrate the solution with other applications.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 20
                                                                                                                    Statement of Direction
Siebel CRM On Demand                                                                                                Product Roadmap


Hosting Services

Customer Development Environment
A Customer Development Environment (CDE) is planned to be provided for companies who
require a separate environment to develop and test integrations and custom extensions to Siebel
CRM On Demand. If released, the CDE would be refreshed with a copy of the customer’s
production system on a regular scheduled basis. Customers could then test out new
configurations and build integrations against the CDE before implementing those changes against
their production system. The CDE is planned as a new service offering and additional fees will
apply.

Individual Company Restore from Backup
Today, Siebel CRM On Demand performs daily disk and tape backups of the production
system with both onsite and offsite tape storage. In the case where the entire production system
needs to be restored, these backups will be used to restore the production system. In this
timeframe, Siebel CRM On Demand is planning to provide a higher level service offering for
companies who require the ability to restore their specific company from backup on request.
As this is planned as a higher level service offering, additional fees will apply.




This document contains confidential material proprietary to Oracle. Your access to and use of this confidential material is subject to the terms and conditions of an Oracle
nondisclosure agreement, which has been executed and with which you agree to comply. This document and information and ideas herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This information is pre-release and is subject to change without notice. The
purpose of this document is to provide a statement of the current direction of Oracle’s Siebel product strategy and product marketing efforts. Please note that this Planned
Features document is intended neither to bind Oracle to any particular course of product marketing and development nor to constitute a part of the license agreement or
any contractual agreement with Oracle or its subsidiaries or affiliates.


Siebel CRM On Demand Product Roadmap                                                                                    Copyright © 2006 Oracle Corporation
August 2006                                                    Oracle Corporation Confidential                                                                     Page 21

								
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