User Feedback for Oracle Siebel CRM (Configure)

⚙️ Configure User Feedback for Oracle Siebel CRM

The GermainUX User Feedback Popup allows Oracle Siebel CRM users to submit feedback directly from the application.

🖼️ Feedback context

Each response can be correlated with the user’s current Siebel context, including:

• Application and environment

• Screen, view, and applet

• User session

• Recent clicks and navigation

• Errors and validation messages

• Performance and network activity

• Business-process steps

• Session Replay, when enabled

This makes it possible to understand not only what the user reported, but also what the user experienced before submitting the feedback.

📋 Prerequisites

Before enabling feedback:

• Deploy RUM JS in Siebel Open UI.

• Verify that user sessions reach GermainUX.

• Configure the Siebel UX Monitoring Profile.

• Enable Session Replay when required and permitted.

• Configure user, screen, view, and applet identification.

• Review privacy and data-retention requirements.

• Define who owns and responds to submitted feedback.

• Decide which users and environments should receive the popup.

• Test the configuration with a controlled group.

See RUM JS Deployment for Oracle Siebel CRM.

🚀 Choose the deployment method

The popup is part of GermainUX Real User Monitoring. It can be provided through:

For Siebel Open UI, use the same approved deployment mechanism already selected for Real User Monitoring.

Only one method is normally required.

🎯 Define the feedback objective

Before configuring the popup, identify what the feedback will help improve.

Keep questions short and actionable. Do not ask for feedback if nobody is responsible for reviewing and acting on it.

📥 Feedback formats

Depending on the configured feedback mechanism, GermainUX can collect:

• Thumbs up or thumbs down

• Positive or negative feedback

• Written comments

• Ratings or scores

• Survey responses

• NPS responses

• Page, application, and session context

A thumbs-up or thumbs-down response is not an NPS score.

Standard NPS requires the likelihood-to-recommend question and a 0–10 scale:

NPS = Percentage of Promoters - Percentage of Detractors

✅ Enable the Feedback Popup

The popup is disabled by default and must be enabled for the applicable Siebel UX Monitoring Profile.

Go to:

Workspace > Analytics > UX Monitoring Profiles > Siebel OpenUI

Depending on the GermainUX version, the profile may appear under:

Workspace > Settings > Analytics > UX Monitoring Profiles

Open the profile’s initialization script and enable the feedback plugin:

const settings = germainApm.getDefaultSettings(loaderArgs, agentConfig);

settings.plugins.feedback.enabled = true;

germainApm.start(settings);

Preserve the profile’s existing Siebel-specific initialization logic. Add the feedback setting to the existing configuration instead of creating a second germainApm.start() call.

⛔ Disable the popup

The default value is false. To disable it explicitly:

const settings = germainApm.getDefaultSettings(loaderArgs, agentConfig);

settings.plugins.feedback.enabled = false;

germainApm.start(settings);

Save and publish the profile, then begin a new Siebel browser session to validate the change.

🎨 Customize the popup

The popup’s buttons, labels, colors, comment form, parent element, and screen position can be customized.

Example:

const settings = germainApm.getDefaultSettings(loaderArgs, agentConfig);

settings.plugins.feedback = {
    enabled: true,
    positive: {
        icon: 'data:image/jpeg;base64,...',
        label: 'This page was helpful',
        backgroundColor: 'green'
    },
    negative: {
        icon: 'data:image/jpeg;base64,...',
        label: 'I encountered a problem',
        backgroundColor: 'red'
    },
    position: 'bottom-right',
    comment: {
        position: 'right',
        commentHint: 'Tell us more',
        emailHint: 'Email',
        sendHint: 'Send'
    }
};

germainApm.start(settings);

Replace the sample icon data with approved image data or retain the default GermainUX icons.

📚 Configuration reference

type FeedbackSettings = {
    /** Enable the feedback buttons. Default: false. */
    enabled?: boolean;

    /** Positive-feedback button settings. */
    positive?: FeedbackButton;

    /** Negative-feedback button settings. */
    negative?: FeedbackButton;

    /** Popup position. Default: 'bottom-left'. */
    position?: 'top-left' | 'top-right' | 'bottom-left' | 'bottom-right';

    /** Comment-form settings. */
    comment?: {
        /** Position relative to the buttons. Default: 'right'. */
        position?: 'left' | 'right';

        /** Comment placeholder. Default: 'Tell us more'. */
        commentHint?: string;

        /** Email placeholder. Default: 'Email'. */
        emailHint?: string;

        /** Submit-button label. Default: 'Send'. */
        sendHint?: string;

        /** Additional styles applied to the form elements. */
        styles?: Record<
            'container' | 'email' | 'comment' | 'send' | 'close',
            Record<string, string>
        >;
    };
};

type FeedbackButton = {
    /** Image supplied as a data URI. */
    icon?: string;

    /** Button title displayed on hover. */
    label?: string;

    /** Button background color. */
    backgroundColor?: string;

    /** Parent element receiving the button. Default: document.body. */
    parentSelector?: string;

    /** Additional styles applied to the button. */
    styles?: Record<string, string>;
};

🧭 Choose the popup position

Available positions are:

• top-left

• top-right

• bottom-left

• bottom-right

Select a position that does not obstruct:

• Siebel navigation

• Applet controls

• Save and submit buttons

• Popup dialogs

• Notifications

• Scrollbars

• Frequently used fields

Test the position across supported screen sizes, browsers, Siebel applications, screens, and views.

Use parentSelector when the button must be attached to a specific stable element rather than document.body.

🏷️ Customize labels

Use neutral, unambiguous labels.

Recommended examples:

Avoid labels such as “This page contains an error” unless the negative response must always represent a technical error. A user can be dissatisfied because of design, workflow, content, performance, or training rather than a software failure.

👥 Target the appropriate users

Do not automatically expose every feedback request to every user.

Targeting can be controlled through:

• UX Monitoring Profile scope

• Application and environment

• URL patterns

• User or group inclusion

• Screen or view

• Controlled pilot population

• Custom profile initialization logic, when required and supported

Begin with a small user group and confirm that the popup is useful and non-disruptive before expanding the rollout.

Avoid collecting feedback from synthetic users, automated tests, service accounts, and bots.

🔁 Control feedback frequency

Repeated prompts can create survey fatigue and reduce response quality.

When configuring triggered questions or surveys:

• Do not interrupt every Siebel session.

• Avoid prompting during a critical transaction.

• Do not immediately repeat a dismissed prompt.

• Consider asking after process completion.

• Limit repeated requests to the same user.

• Avoid overlapping surveys.

• Suppress prompts for synthetic and test accounts.

Persistent thumbs-up and thumbs-down controls can remain available without automatically opening a survey.

🔗 Correlate feedback with Siebel context

Confirm that submitted feedback retains the available context:

• Username or authorized user identifier

• Session ID

• Application

• Environment

• Screen

• View

• Applet

• Page or URL

• Submission timestamp

• Feedback type

• Comment

• Related business process

• Related errors

• Related performance activity

This context allows teams to investigate the experience without requiring the user to describe every technical detail.

🎥 Session Replay

When Session Replay is enabled, authorized analysts can replay the activity preceding the feedback.

Replay can help determine:

• What the user was trying to accomplish

• Which screens and views were involved

• Whether the user repeated actions

• Whether a control did not respond

• Whether an error appeared

• Whether a workflow was confusing

• Whether performance contributed to the feedback

• What occurred immediately before submission

Apply masking and access controls before connecting comments with replay data.

🔒 Privacy and data protection

Feedback comments can contain personal, customer, health, financial, or other confidential information.

Before production rollout:

• Tell users not to enter sensitive information.

• Avoid requesting passwords or authentication details.

• Make email optional unless follow-up requires it.

• Apply masking and exclusion rules.

• Restrict access to comments and Session Replay.

• Define a retention period.

• Review whether usernames should be stored, pseudonymized, or excluded.

• Protect exported reports.

• Define an approved follow-up process.

• Comply with employee-notice and consent requirements.

Include concise guidance in the comment placeholder when appropriate:

Describe what happened. Do not include passwords or confidential customer information.

✅ Validate the configuration

Use a controlled Siebel user session to test both positive and negative feedback.

Validation steps:

1. Open the monitored Siebel environment.

2. Confirm that the feedback controls appear.

3. Verify that they do not obstruct Siebel controls.

4. Submit positive feedback with a comment.

5. Submit negative feedback with a comment.

6. Confirm that both submissions appear under the User Feedback KPI.

7. Verify application, user, session, screen, view, and applet context.

8. Confirm that Session Replay is linked when enabled.

9. Verify that privacy masking works.

10. Confirm that only authorized users can access the response.

Also test:

• Supported browsers

• Different screen sizes

• Custom Siebel views

• Popup dialogs

• Keyboard navigation

• Accessible labels

• Logout and new-session behavior

📊 KPIs

See KPIs of Real User Feedback Popup.

Useful measures include:

• Feedback count

• Positive count

• Negative count

• Positive-response percentage

• Negative-response percentage

• Comment count

• Unique users

• Unique sessions

• NPS, when correctly configured

• Feedback associated with errors

• Feedback associated with process drop-offs

🔎 Analyze feedback

Segment Siebel feedback by:

• Application

• Environment

• Screen

• View

• Applet

• User

• Team

• Role

• Region

• Feedback type

• Error category

• Business process

• Process step

• Browser

• Application version

• Time period

Compare feedback with:

• Session duration

• Click performance

• User-facing application errors

• User validations

• Workflow overrun

• Repeated activity

• Abandonment

• Recent releases

Use both the aggregate trend and representative individual comments.

🖥️ Dashboards

Go to:

Workspace > Dashboards > All

Search for:

• Siebel User Experience

• Siebel Marketing

• Portlets containing Feedback

You can also create feedback portlets using the applicable feedback KPI, measures, pivots, and filters.

🔔 Configure alerts and follow-up

Create alerts for feedback that requires timely action, such as:

• Strongly negative feedback

• A comment mentioning a severe problem

• Feedback associated with a critical error

• Repeated negative feedback for the same workflow

• A sudden decline in the positive-response rate

• A high-value user or process requiring follow-up

Route feedback according to its likely owner:

Do not generate a separate high-priority incident for every negative response. Combine severity, comment content, technical evidence, affected-user volume, and business impact.

🔧 Troubleshooting

The popup does not appear

Verify that:

• RUM JS is loaded.

• The correct UX Monitoring Profile is active.

• settings.plugins.feedback.enabled is true.

• The configuration is applied before germainApm.start(settings).

• The profile has been saved and published.

• The user started a new browser session.

• parentSelector identifies an existing element.

• CSS does not hide the controls.

Feedback submits but does not appear

Check:

• Browser telemetry requests

• Network and proxy access

• Application and environment assignment

• Feedback KPI configuration

• Time range and filters

• Data-processing errors

• User or bot exclusions

Feedback has no session context

Verify:

• User Monitoring is active.

• The feedback control is created by the same monitoring instance.

• Session identification succeeds.

• The popup is not loaded by a duplicate RUM configuration.

• The feedback event is submitted before session termination.

📚 Related Documentation

• Dashboard and Reports

• AI Insights & Recommendations

• Other Analytics Features

• Other Automation Features

ℹ️ Get Help

The Germain Team can help you set this up. Contact GermainUX Support.