Siebel 8 Quick Hits: Task UI
- 1. Scott Nash Vice President, Product Management Siebel 8 Quick Hits: Task UI
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- 3. Topics Execution Comparisons to Smart Script Tasks versus Ad Hoc Strategic Why we built the Task UI Advantages of the Task UI
- 4. CRM Changes the Way We Work Division B Division A Division C Outsourcing Partner Call Center Online Field Sales Branch Location Existing CRM Integration Inconsistent Customer Experience
- 5. Driving Best Practices into the Organization Call Center Online Field Sales Branch Office Division B Division A Division C Outsourcing Partner Siebel 8 Consistent Customer Experience Integrated End-to-End Process
- 6. Superior User Experience Business Processes on the Desktop Capabilities Dynamic user interface guides users through key tasks Advanced Decision Logic and Branching Integration to External Data or Logic Validation to enforce rules Benefits Improves ease of use Standardization of processes Improves Data quality through consistent capture Lowers training costs Increasing productivity and accelerating adoption
- 7. Task Pane shows steps to users Applets show only needed info Radio buttons enable decisions Users are guided automatically
- 10. Responding to Customer Needs Only Oracle Puts Users in Control of Business Process Change Business Responsiveness :: Graphical Task Authoring function getObject(obj) { var theObj; if(document.all) { if(typeof obj=="string") { return document.all(obj); } else { return obj.style; } } if(document.getElementById) { if(typeof obj=="string") { return document.getElementById(obj); } else { return obj.style; } } return null; }
- 11. Responding to Customer Needs Only Oracle Puts Users in Control of Business Process Change Business Responsiveness :: Graphical Task Authoring Set up and execute campaign Direct or Indirect Capture response and score Route and qualify response Create Opportunity Route and qualify response Lead-to-Opportunity Business Process Get Partner Result
- 12. Responsible and Responsive Table structure accelerates rules creation and maintenance. Business Responsiveness :: Tabular Business Rules Editor Only Oracle Puts Users in Control of Business Process Change
- 13. How does Task UI relate to other task-related UI metaphors? Task UI is an augmentation not a replacement Works in SI and SI+ Explicit Q&A orientation optimized for simple Call Center tasks Changes can be made in production Leverages ad hoc UI Changes in production are low risk and can be done by administrators Advantage Requires custom buttons to drive navigation Doesn’t support delayed commit Simple guided navigation in SI and SI+ application flows Interactive Flows Heavy reliance on scripting Doesn’t participate in integration infrastructure, long running flows Can’t be paused, resumed Inflexible layout Call center scripts used for data gathering Administrators need to make very frequent updates to questions Smart Scripts Doesn’t keep state outside of process Doesn’t enforce sequence of actions or business logic Train users to perform actions that can be done more efficiently in ad hoc UI Administrators need to make very frequent updates iHelp Disadvantage Sweet Spot Feature
- 14. Task UI versus the Ad Hoc UI Logical series of user steps are simple and can be accomplished within a single screen - TAS Reports - Product Defect Prioritization Users may to navigate in “random” patterns - Product Configuration - Administration A logical series of user steps would require discontinuous navigation in Ad Hoc UI. The Task UI: - Reduces navigation generally - Reduces decision making burden on the user When logic/validation must be enforced - Provides task-specific location for validation logic There’s an explicit need to involve users in end-to-end process automation Task UI should be used where: Ad Hoc UI Should Be Used Where:
- 15. The Siebel 8 Advantage Spreads Best Practices Reduces the time and effort to react to business changes Lowers Training Costs Improves Data Quality Task UI enables business responsiveness www.oracle.com/crm
- 16. Siebel 8 Quick Hits: Task UI