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Three initiatives totransform your Siebel inNovember 11, 2020

BUSINESSTECHNICALThree initiatives to turn your Siebel into the best non-SaaS CRMTACTICALSTRATEGICALKAFKACLOUD NATIVEAdoptReal-Time Data Streamingwith KafkaModernizeyour Siebel Platform withCloud Native ArchitectureSIEBEL UXSIEBEL UXImproveyour Siebel UX withNexus Face and Nexus AppsTransformyour Siebel UX withNexus Face and Nexus Apps

CLOUD NATIVE1Modernize yourSiebel Platformwith Cloud NativeArchitecture

Siebel CRM Cloud Native Architecture announced on the Virtual Summit

Siebel CRM Cloud Native Architecture announced on the Virtual Summit

Siebel CRM Cloud Native Architecture announced on the Virtual Summit

Watch Siebel CRM Cloud Native Sessions: https://bit.ly/SiebelCloudNative

01TECHNICAL DETAILS CNCF drives Cloud Native’ ecosystem evolution and adoption; Kubernetes Backing services that provide observability,scaling, service mesh, deployments;CLOUD NATIVE Operates on Public clouds or On-prem (Openshift); Siebel services are running in a Kubernetes cluster.02SIEBEL RELATED NOTES Your Siebel business logic remains unchanged; CNA is an additional deployment option; Expected in 2021, update to the latest version is required03BENEFITS Ensures high availability/ scalability; Standardizes and simplifies Siebel operations; Fosters business agility and innovation.

Simplified overview of Kubernetes components and backing servicescm: applicationconfiguration data for podsto consume as containersare created.Config and Pods ManagementDeploymentsrs: ensures that a specifiednumber of pod replicas arerunningArgo syncs clusterconfiguration with actualcluster (Argo CD) or rollsout new applicationversion (Argo Rollout).Kubernetes ClusterService is a namedabstraction of softwareservice; pod is a collectionof containers with one orseveral applicationsAn application running in acontainer ideally should bebuilt using «12 factor app»methodologyJaeger: application andservice mesh tracingPrometheus Grafana:metrics, alerts,dashboardsFluentd Elasticsearch Kibana: collects and storeslogs, dashboardsGit stores clusterconfiguration defined asHelm Charts, Kustomize orKubernetes manifests.ObservabilityService MeshService Mesh provides Traffic management Load balancing Security Observability

Why Siebel customers should adopt Cloud Native ArchitectureHigh Availability/ ScalabilityRamp up and ramp downresources as needed, alsoautomaticallySimplifiedOperationsUse standardizedinfrastructure andbacking servicesAgility InnovationDeploy as often asbusiness needs thanks todecreased risk and costResilient architectureResilient architectureZero-downtimeAutoscalingMonitoring dashboardsLow risk of failureZero-downtime deploymentsAutomationLow costsNo lost business due to the serviceoutage / poor performanceDevelopers focus on businessfeatures developmentAchieve better ROI fasterOptimized infrastructure OpExDecreased operational costsDecrease innovation cost

Your next stepsFind out if yourorganization is alreadyrunning Kubernetes1Watch recordingsfrom Siebel CRMVirtual Summit2Try, learn and masterKubernetes on non-businesscritical services3Join webinar onDecember 14th fordemos and Q&A45Adopt Siebel CloudNative Architecture

KAFKA2Adopt Real-TimeData Streamingwith Kafka

01TECHNICAL CHARACTERISTICS Delivers messages with very low latency Scales to a thousand brokers and trillions of messages per day Stores data streams safely in fault-tolerant cluster Event Stream ProcessingKAFKA02SIEBEL RELATED NOTES Expected in 2021; update to the latest version is required Publish and subscribe to events declaratively and using scripting Siebel Cloud Native Architecture uses Kafka internally Now Siebel can work with Kafka using CDC or customConnectors03USE CASES Audit of the customers’ data access events Google-like search: push Siebel data into Elasticsearch Speed up queries: replace read calls with data syncs Identify and act on risks and opportunities in Siebeldata updates using Streams API

Data streaming with Kafka: Real-time performance and reliabilityProducers/Source SystemsSocial mers/Target SystemsData Lakes / DWHClicks StreamsSearchSensor DataAuditMobile AppsMobile AppsMicroservicesMicroservicesSaaS AppsSaaS AppsEnterprise AppsStream Processors(Kafka Streams API,ksqlDB, Spark)Enterprise Apps

Organizational implications of Kafka’s “Dumb pipes smart endpoints” approachESBTopicsEvent ProducerorSource SystemSinkConnector(if needed)SourceConnector(if needed)1st System Dev TeamESB Dev TeamEvent ConsumerorTarget System2nd System Dev TeamKAFKATopicsEvent ProducerorSource SystemSinkConnector(if needed)SourceConnector(if needed)1st System Dev TeamOperations teamEvent ConsumerorTarget System2nd System Dev Team

Common Kafka Usage Scenario for Siebel applicationsAudit: recorduser actionsand customers’data accesseventsGoogle-likesearch: pushSiebel datainto ElasticsearchQueryperformance:replace readcalls with datasyncsStreams API:identify and acton risks &opportunities inSiebel dataupdates

Your next stepsFind out if yourorganization is alreadyrunning Kafka1Watch recordingsfrom Siebel CRMVirtual Summit2Try, learn and master Kafkawhile replacing Read API withdata streaming3Join webinar onDecember 18th fordemos and Q&A45Identify andimplement good usecases for Streams API

SIEBEL UX3Transform yourSiebel UX withNexus Face andNexus Apps

Business benefits of the Siebel UX transformation132TYPICAL UX ISSUES4IMMEDIATE IMPACT Too many clicks tocomplete key tasks Improved user-productivity Overwhelming numberof fields Less effort required foronboarding Long time to learn Increased system adoptionSIEBEL UXTRANSFORMATIONLONGER-TERM IMPACT More efficient business processes Increased employee engagement Improved end-customerexperience

Sample Business Metric affected by UX improvementsPROCESS EFFICIENCYSALES Opportunity Cycle TimeSales Pipeline VolumeNumber of clients meetings Deal Win RateNet Promoter Score Voluntary AttritionEmployee SatisfactionSystem Usability ScaleBACKOFFICEEMPLOYEES SATISFACTION Case Handling TimeBacklog SizeSLA Metrics Number of complaintsNet Promoter Score Voluntary AttritionEmployee SatisfactionSystem Usability ScaleCALL CENTERCUSTOMERS SATISFACTION Average Talk TimeAfter Call WorkFirst Contact Resolution Number of complaintsNet Promoter Score Voluntary AttritionEmployee SatisfactionSystem Usability Scale

Transform the entire Siebel UI with 3 people team in 6 to 9 months timeNexus SprintsDesign Thinking basedmethodology adoptedfor Siebel CRM UIre-design projectsNexus FaceLow-code SiebelUI developmenttool for Siebelteam.Nexus AppsPre-configuratedset of FigmaPrototypes andNexus FaceApplications

Advantages of the Nexus FaceFast development speedNexus Face significantly shortens the development timethanks to declarative UI configuration capabilities and prebuild wiring with Siebel Open UI infrastructure.Rich array of modern UI componentsNexus Face comes with embedded UI components librariesbased on the Google Material Design. You can style them tomatch your corporate design guidelines.Easy development and maintenanceBeing a low-code tool, Nexus Face does not requireadvanced web development skills, making it easier forSiebel teams to build and support improved Siebel UI.

Pre-build Nexus Apps further accelerate time to marketLow Fidelity UI PatternsHigh Fidelity UI DesignsNexus AppsDemo

Siebel UX Improvement Project BlueprintKICK-OFF INSPIREAnalyse existing Siebelsolution and prioritize usecases for improvementwhile building one clientspecific inspirational UIbased on the sample data2weeksUX DESIGN SPRINTWorking in Agile Sprints,conduct in-depth UXresearch for selected usecases, design new UI andvalidate it from usabilityand functional sides2-3weekcycleDEVELOPMENT SPRINTWorking in Agile Sprints,configure Siebel views,compose UI with NexusFace and create navigationbetween standard andNexus Face UI2-3weekcycle

Siebel UX Tranformation Project BlueprintKICK-OFF INSPIREAnalyse existing Siebelsolution and define highlevel transformation planwhile building one clientspecific inspirational UIbased on the sample data2weeksRESEARCH HIGH LEVEL DESIGNConduct in-depth UXresearch for all use-cases,design new UI for theentire Siebel application(low-fidelity) and refinethe implementation plan1-3monthsDETAILED DESIGN DEVELOPWorking in Agile Sprints,design and user-test highfidelity UI, configureSiebel views and build UIwith Nexus Face4-6months

Your next stepsJoin webinar on December16th for demos and Q&A1Visitbit.ly/UXSiebel2Sign the NDA3Book a session todiscuss freeKICK-OFF INSPIREproject45Plan and runKICK-OFF INSPIREproject

Kubernetes manifests. Argo syncs cluster configuration with actual cluster (Argo CD) or rolls out new application version (Argo Rollout). Config and Pods Management cm: application configuration data for pods to consume as containers are created. rs: ensures that a specified number of pod replicas are running Kubernetes Cluster