Transcription

SiebelSocial Media GuideJanuary 2019

SiebelSocial Media GuideJanuary 2019Part Number: F12801-01Copyright 2019, Oracle and/or its affiliates. All rights reservedAuthors: Siebel Information Development TeamThis software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected byintellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast,modify, license, transmit, distribute, exhibit, perform, publish, or display in any part, in any form, or by any means. Reverse engineering, disassembly, ordecompilation of this software, unless required by law for interoperability, is prohibited.The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them tous in writing.If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the followingnotice is applicable:U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition Regulationand agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operatingsystem, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictionsapplicable to the programs. No other rights are granted to the U.S. Government.This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use inany inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerousapplications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. OracleCorporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications.Oracle and Java are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks orregistered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks ofAdvanced Micro Devices. UNIX is a registered trademark of The Open Group.This software or hardware and documentation may provide access to or information about content, products, and services from third parties. OracleCorporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, andservices unless otherwise set forth in an applicable agreement between you and Oracle. Oracle Corporation and its affiliates will not be responsible for anyloss, costs, or damages incurred due to your access to or use of third-party content, products, or services, except as set forth in an applicable agreementbetween you and Oracle.The business names used in this documentation are fictitious, and are not intended to identify any real companies currently or previously in existence.

SiebelSocial Media GuideContents1What’s New in This Release1What’s New in Siebel Social Media Guide, Siebel CRM 19.1 Update . 1What’s New in Siebel Social Media Guide, Siebel 2018 . 12Overview of the Integration of Siebel CRM with Oracle SocialRelationship Management3Overview of the Integration of Siebel CRM with Oracle Social Relationship Management . 3Overview of the Integration .3Benefits of the Integration . 4Architecture of the Integration . 4Requirements for Integrating Siebel CRM with Oracle Social Relationship Management . 53Configuring Siebel CRM with Oracle Social Relationship Management7Configuring Siebel CRM with Oracle Social Relationship Management . 7Process of Configuring the Integration . 74Working With Social Media Screens and Views9Working With Social Media Screens and Views . 9Example of Sending a Social Media Post from Oracle Social Engagement and Monitoring to Siebel Service . 9Example of Adding Details to the Siebel CRM Social Profile View . 105Social Media Administration11Social Media Administration . 11Social Media Administration Views . 116Social Media and Siebel Marketing13Social Media and Siebel Marketing . 13About Using Siebel Marketing with Social Media . 13About Creating Marketing Leads from Social Media Data . 13

SiebelSocial Media Guide7Social Media and Siebel Loyalty15Social Media and Siebel Loyalty . 15About Siebel Loyalty and Social Media . 15About Social Rewards Promotions . 15About Siebel Loyalty Web Services for Social Media . 168Social Media Components17Social Media Components . 17Siebel CRM Social Media Components . 17

SiebelSocial Media Guide1Chapter 1What’s New in This ReleaseWhat’s New in This ReleaseWhat’s New in Siebel Social Media Guide, Siebel CRM 19.1UpdateNo new features have been added to this guide for this release. This guide has been updated to reflect only product namechanges.Note: Siebel 2019 is a continuation of the Siebel 8.1/8.2 release.What’s New in Siebel Social Media Guide, Siebel 2018No new features have been added to this guide for this release. This guide has been updated to reflect only product namechanges.Note: Siebel 2018 is a continuation of the Siebel 8.1/8.2 release1

SiebelSocial Media GuideChapter 1What’s New in This Release2

SiebelSocial Media GuideChapter 2Overview of the Integration of Siebel CRM with Oracle SocialRelationship Management2Overview of the Integration of Siebel CRMwith Oracle Social Relationship ManagementOverview of the Integration of Siebel CRM with OracleSocial Relationship ManagementThis chapter provides an introduction to integrating Siebel CRM with Oracle Social Relationship Management. It has thefollowing topics: Overview of the Integration Benefits of the Integration Architecture of the Integration Requirements for Integrating Siebel CRM with Oracle Social Relationship ManagementOverview of the IntegrationThis guide details the product-integration framework that enables the Siebel application to integrate with Oracle SocialRelationship Management products as well as a framework for partner and custom solutions.Note: The procedures in this guide assume that you do not use left-hand navigation. However, you can set upleft-hand navigation. For more information about left-hand navigation and about implementing it, see SiebelFundamentals Guide . For more information on Oracle Social Relationship Management, see the l/overview/index.html?sckw srch:Oracle SRM&SC srch:Oracle SRM For more information on social media partner integration, see (Article ID 1535209.1) on My Oracle Support.Customers and prospects share information about companies, their products, services, support, and competitors throughsocial Web channels and sites, such as Twitter, Facebook, as well as blogs and other social media sites. Integrating withsocial media has become a social channel for Customer Relationship Management (CRM). The social channel of CRM canenable companies to strengthen customer service levels, improve customer retention, and expose new sources for leadgeneration.Integrating Oracle Social Engagement and Monitoring with Siebel CRM enables you to automatically collect, store, analyze,and incorporate content from social media outlets. With Oracle Social Engagement and Monitoring, you choose the topicsand streams that you want to collect and analyze, such as your company name, brands, products, competitors, topics andother information. Oracle Social Engagement and Monitoring collects and analyzes information from public posts on socialmedia sources, such as the following: Twitter , Facebook (public posts, pages, and reviews) Blogs and RSS discussion boards YouTube comments, Amazon reviews, iTunes reviews, and Android Market reviews3

SiebelSocial Media GuideChapter 2Overview of the Integration of Siebel CRM with Oracle SocialRelationship ManagementIntegrating Oracle Social Marketing with Siebel CRM enables you create leads from a Facebook page. Customers cancomplete form data on a Facebook page and the information can then be pushed to the Siebel application where a lead isautomatically created.It is also possible link a Siebel campaign to Oracle Social Marketing campaigns, allowing you to use previously publishedoutbound social media campaign posts and relate new leads to a Siebel campaign.Benefits of the IntegrationBenefits of integrating Oracle Social Relationship Management with Siebel CRM are as follows: Creating a new CRM channel for Siebel sales, Siebel service, and Siebel loyalty Optimizing your channel strategy to improve customer intimacy Taking advantage of a new data source across Siebel CRM Reducing your dependency on third-party marketing data Creating an extended influence or impact with prospects and customers Improving your branding Improving your customer service Strengthening customer loyalty Gaining better insight into your customers Creating leads from Facebook pages Linking Siebel campaigns to social marketing campaignsArchitecture of the IntegrationIntegrating Oracle Social Relationship Management products with Siebel CRM is done through a push-integration model. Inother words, a listening platform pushes inbound social media data to Siebel CRM.How Oracle Social Engagement and Monitoring Is Integrated withSiebel CRMOracle Social Engagement and Monitoring works with Siebel CRM as follows:1. Oracle Social Engagement and Monitoring filters inbound social media posts by using criteria that you define.2. Oracle Social Engagement and Monitoring sends the posts to the Siebel Social Media Workflow. Inbound posts arecreated manually using Oracle Social Engagement and Monitoring.3. After the inbound post is received, Siebel CRM workflows activate and call services to do the following:a. Look up the social author from the existing list of Siebel CRM contacts.4

SiebelChapter 2Social Media GuideOverview of the Integration of Siebel CRM with Oracle SocialRelationship ManagementNote: Contact look-up is based on the author’s unique social media network ID and community. Ifthe social author does not exist as a current contact in the Siebel database, then a new contact iscreated using the author’s user name as a temporary contact first and last name.b. Create a service request for the existing or newly created contact and optionally route the request or leadthrough Siebel Assignment Manager.4. The Siebel CRM user can respond to the social media contact through the Oracle Social Engagement andMonitoring user interface.5. Oracle Social Engagement and Monitoring posts the response to the social Web or to a Web channel.How Oracle Social Marketing Is Integrated with Siebel CRMOracle Social Marketing works with Siebel CRM as follows:LeadsLeads can be created through a Facebook page in the following manner:1.2.3.4.After setting up a Facebook page, a customer completes and submits an Oracle Social Marketing form.Oracle Social Marketing sends the form data to the Siebel application by way of an inbound Web service.The Create Lead business service method is executed to create the lead.As part of the Create Lead process, existing leads are verified against the data provided in the form to ensure aduplicate leads was not created.CampaignsOracle Social Marketing campaigns can be linked to a Siebel campaign from Oracle Social Marketing in the following manner:1. When setting up an Oracle Social Marketing campaign, the user enters Siebel connectivity information in order to findSiebel campaigns to link to the social marketing campaign.2. The Get Campaigns business service method is executed from the inbound Web service allowing the user to viewexisting Siebel campaigns, and link to them.Requirements for Integrating Siebel CRM with Oracle SocialRelationship ManagementTo integrate Siebel CRM with Oracle Social Relationship Management you must have the following: A subscription to the required Oracle Social Relationship Management Cloud.Note: You must sign in to Oracle Social Relationship Management Cloud separately. A secure firewall port that is open to allow for social data from Oracle Social Relationship Management to be sentthrough the inbound Web service to the Siebel CRM implementation.5

SiebelSocial Media GuideChapter 2Overview of the Integration of Siebel CRM with Oracle SocialRelationship ManagementFor a full list of requirements, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.6

SiebelSocial Media GuideChapter 3Configuring Siebel CRM with Oracle Social RelationshipManagement3Configuring Siebel CRM with Oracle SocialRelationship ManagementConfiguring Siebel CRM with Oracle Social RelationshipManagementThis chapter describes how to set up your integration of Siebel CRM and Oracle Social Relationship Management. It includesthe following topic: Process of Configuring the IntegrationProcess of Configuring the IntegrationTo configure Siebel CRM to work with Oracle Social Relationship Management, perform the following tasks:1. Assigning Responsibilities to Social Media Views2. Configuring the Inbound Web Services Service PortsAssigning Responsibilities to Social Media ViewsUse this task to register new social media views in your Siebel application. This task is a step in Process of Configuring theIntegration.To assign responsibilities to new Social Media views1. Create a new responsibility, for example, Social Media User, for the following Social Media views: SM Contact Social Profile ViewEmail Offer Social URLs ViewLead Social Post List View2. Associate the new responsibility with users, or verify that an existing responsibility is valid for your businessrequirements or for your deployment.3. Click the Clear Cache button, then close the Siebel application.4. Log in to the Siebel application, and verify that the new views are present under that responsibility.Note: Other social media views are for use only with partner or custom integrations.7

SiebelSocial Media GuideChapter 3Configuring Siebel CRM with Oracle Social RelationshipManagementConfiguring the Inbound Web Services Service PortsUse this task to integrate Oracle Social Relationship Management with Siebel CRM by using Web services to send andsubmit data to the Siebel application. This task shows you how to set up the required inbound Web service.This task is a step in Process of Configuring the Integration.To configure inbound Web services service ports1. Navigate to Administration - Web Services, then Inbound Web Services.2. In the Inbound Web Services list, perform the following query in the Namespace field:*Social*The following namespace appears: http://siebel.com/SocialMedia.3. In the Service Ports view, change the address field value to a URL that refers to your environment for each of theservice ports.Note: The Service Post Address value is the same endpoint that is required when setting up Siebelconnectivity in Oracle Social Relationship Management.8

SiebelSocial Media GuideChapter 4Working With Social Media Screens and Views4Working With Social Media Screens andViewsWorking With Social Media Screens and ViewsThis chapter provides an overview of using Oracle Social Engagement and Monitoring with Siebel Service. It includes thefollowing topics: Example of Sending a Social Media Post from Oracle Social Engagement and Monitoring to Siebel Service Example of Adding Details to the Siebel CRM Social Profile ViewExample of Sending a Social Media Post from Oracle SocialEngagement and Monitoring to Siebel ServiceOracle Social Engagement and Monitoring allows you to define searches and review social media posts over a given period.When a post is identified as a potential service issue, a community manager can select the individual post and forward it toSiebel Service through a Send-to-Siebel operation.Viewing Social Media Posts and Sending Posts to Siebel ServiceUse the following task to view and send social media posts to Siebel Service.To view social media posts and send a post to Siebel Service1. In Oracle Social Engagement and Monitoring, navigate to the Streams screen.The Streams screen displays multiple social media channels in an inbox format, which allows you to filter by channelor message.2. Select a message to view a detailed view.3. Click the Tools button, and select Send to Siebel from the menu.After the social media post has been sent to Siebel Service, a service request number is returned to Oracle SocialMedia Engagement and Monitoring to confirm the creation of the service request.Viewing Social Media Posts in Siebel ServiceUse the following task to view social media posts in Siebel Service.To view the social media post in Siebel Service1. In Siebel Service, navigate to Service Requests, then All Service Requests.9

SiebelSocial Media GuideChapter 4Working With Social Media Screens and Views2. In the All Service Request view, query on the service request number that was sent to Oracle Social MediaEngagement and Monitoring.3. Click the SR # link and view the service request in the Service Request detail view.The Service Request detail view includes a link to the original post in Oracle Social Engagement and Monitoring.Click the link to return to Oracle Social Engagement and Monitoring where you can re-engage with the customer.Example of Adding Details to the Siebel CRM Social ProfileViewThe Social Profile view provides a framework and data model for storing social profiles and related social profile attributes fora Siebel contact. It provides a more comprehensive view of each contact incorporating data from social media channels. Youcan do the following: Store an unlimited number of named social media accounts and profiles for each contact in the Individual Contactsview. Store detailed profile and attribute data, such as interests, likes, followers, friends, tweets, retweets, and the locationof each social media account.Adding Details to the Siebel CRM Social Profile ViewUse the following task to adding details to the Siebel CRM Social Profile view.To view and add contact details in the Social Profiles view1. In Siebel CRM, navigate to the Contacts screen, then click the Social Profile view tab.2. Select a social profile.The Social Profile Attributes view appears.3. In the Social Profile Attributes view, add attributes, such as a Twitter profile, a user’s number of followers, aFacebook profile, the number of Likes, and so on to the Social profile.10

SiebelChapter 5Social Media Guide5Social Media AdministrationSocial Media AdministrationSocial Media AdministrationThis chapter provides an overview of the Social Administration views in Siebel CRM. It includes the following topic: Social Media Administration ViewsSocial Media Administration ViewsThe Social Media Administration views enable you to administer all social media channels in one place. You can do thefollowing tasks from your Siebel application: Manage the social media channels of your business. Track your outbound posts to social media channels, such as a Facebook wall, a corporate page, or a tweet.Many social channels that companies use for integration require inbound and outbound Web services, which you define inyour Siebel application. The integration also enables maintenance of user-specific API keys or authentication keys. For moreinformation, see Configuring Siebel CRM with Oracle Social Relationship Management.Currently, the Social Media Administration views are not required for configuring your integration of Siebel CRM with OracleSocial Relationship Management products. The views provide a framework for partner and custom integrations to socialmedia services and are intended for future integrations with Oracle Social Relationship Management.The Social Administration views are as follows: Services View Service Users View Channels ViewServices ViewIn the Services view you define social media services. The following table describes the fields.FieldDescriptionNameThe name of the social media service, such as Oracle Social Relationship Management.SourceThe name of the service or source, such as Oracle Social Relationship Management.DescriptionCustom value.Web ServiceMaps to a Web service.Web Service TypeOptional. Can be an inbound or outbound Web service.11

SiebelChapter 5Social Media GuideFieldSocial Media AdministrationDescriptionService Users ViewIn the Services view, individual user accounts are required for authentication with an outbound Web service or symbolicURL. You manage user accounts from this view. A one-to-many relationship exists between a service and service users. Thefollowing table describes the fields.FieldDescriptionFirst namePicked from the User business component.Last namePicked from the User business component.Login namePicked from the User business component.Api keyThe API or authentication key for the social media service.roleA custom defined value, such as a community manager.Channels ViewChannels refer to the different social channels used by your integration. You define channels for the Social Media Web servicein the Channels view. For example, a company might use three different Twitter accounts for three different product lines. Inother words, a one-to-many relationship can exist between the Web service and channels. The following table describes thefields.Field NameDescriptionNameThe name of the channel.DescriptionCustom defined value.Channel idThe Channel ID. It is usually determined by the social channel or integration API.Channel urlURL.Channel linkClickable URL.Channel typeCustom defined value.12

SiebelSocial Media Guide6Chapter 6Social Media and Siebel MarketingSocial Media and Siebel MarketingSocial Media and Siebel MarketingThis chapter describes using Siebel Marketing with social media. It includes the following topics: About Using Siebel Marketing with Social Media About Creating Marketing Leads from Social Media DataAbout Using Siebel Marketing with Social MediaSiebel Marketing provides functionality that allows you to use social media channels to complement and enhance yourmarketing campaigns. There are two aspects to this functionality: Siebel Marketing can be integrated with social relationship management systems using the Social Media ServiceWeb service. Using the Social Media Service, you can: Capture leads for a campaign based on an individual’s social interactions.Capture social media post data for the new lead and save it in Siebel Marketing.Make Siebel Marketing campaigns available to external social relationship management systems. Social media channels can also be integrated into marketing campaigns. When defining email treatments, SocialSharing URLs can be embedded in the email treatment. Customers targeted for the email campaign can share theURL with their social networks directly from the email offer.About Creating Marketing Leads from Social Media DataYou can integrate Siebel Marketing with social relationship management systems using the Social Media Service businessservice. This business service provides the following methods that enable you to capture leads for a campaign frominformation provided by individuals on social platforms:Get Campaigns MethodUse the Get Campaigns method to retrieve campaigns defined in Siebel Marketing. You can use the Get Campaigns methodto return a campaign with a specific name or code, or campaigns with specified start or end dates. You can then associatethe campaign with online surveys or forms created in the social relationship management system, which allows leads createdfrom the survey or form data to be associated with the campaign.Note: A newly created lead can be associated with an existing campaign provided that you specify thecampaign row ID returned by the Get Campaign method in the SOURCE ID parameter of the Create Leadmethod.13

SiebelSocial Media GuideChapter 6Social Media and Siebel MarketingCreate Lead MethodUse the Create Lead method to create leads in Siebel Marketing from information gathered by social relationshipmanagement systems from social posts, social forms, and other social interactions. If social post information is available for alead, then it can also be saved in Siebel Marketing.When a lead is created using data about an individual derived from social networking sites, the Create Lead method does thefollowing: Checks whether a contact already exists for the individual in Siebel Marketing by matching the attributes First Name,Last Name, Cellular Phone #, Work Phone, Fax Phone, and email address. If a Siebel contact record does notalready exist, then it is created. Checks whether a social media profile already exists for the contact in Siebel Marketing by matching the attributesAuthor name, Author link, and Community. If a social media profile does not exist for the contact, then it is created.Social media profile information can be viewed by navigating to the Contacts tab, selecting the new contact from theContacts list, then selecting the Social Profile tab. Checks whether a lead already exists for the contact based on the attributes passed from the social relationshipmanagement system. If a lead does not already exist for the contact, then it is created. If social post information is passed from the social relationship management system for the new lead, then this datais stored in Siebel Marketing. This information can be viewed by navigating to the Leads tab, selecting the new lead,then selecting the Social Media tab.Two integration objects are provided for use with the Create Lead method as follows: Mktg SM Personal Address IOThis integration object provides the field mappings necessary to create an address for the new lead. The address isassigned to the contact who is associated with the new lead. Mktg Social Data IOThis integration object provides the field mappings necessary to allow social post data for a new lead to be storedin Siebel CRM. This integration object allows the relationship between leads and their social media post data to bemanaged in Siebel CRM.For information on using these methods with the GetCampaign Web service and the CreateLead Web service, see SiebelCRM Web Services Reference .14

SiebelSocial Media Guide7Chapter 7Social Media and Siebel LoyaltySocial Media and Siebel LoyaltySocial Media and Siebel LoyaltyThis chapter describes using Siebel Loyalty with social media. It includes the following topics: About Siebel Loyalty and Social Media About Social Rewards Promotions About Siebel Loyalty Web Services for Social MediaAbout Siebel Loyalty and Social MediaSiebel CRM Social Media Integration allows Siebel CRM to integrate with social media, such as Facebook and Twitter, usingthird-party listening platform partners and social aggregators. Siebel CRM Social Media Integration captures social profiledata which Siebel Loyalty users can incorporate in programs and promotions designed to build brand affinity and promotecustomer retention. Specifically, Siebel Loyalty can employ Siebel CRM Social Media Integration funct

Requirements for Integrating Siebel CRM with Oracle Social Relationship Management . 5 3 Configuring Siebel CRM with Oracle Social Relationship Management 7