User Feedback for Oracle Siebel CRM (Configure)

ComponentsGermainUX RUM JS Feature availability for Siebel: GermainUX 2017.2 or laterRUM JSRUM Extension

Availability2017.1 or later

Feedback context

Tie comments to Siebel context

Customize the popup

Adjust buttons, labels and position

Session Replay

Replay activity before feedback

Troubleshooting

Fix missing feedback popups

Overview

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.

Show all 9

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:

Method	Use when
RUM JS	GermainUX monitoring can be deployed directly in the required Siebel Open UI context
RUM Browser Extension	Direct deployment is unavailable or feedback must be delivered through a managed browser extension

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.

Objective	Example prompt
General experience	How was your experience using Siebel today?
Workflow efficiency	Was this process easy to complete?
Feature usefulness	Did this view provide the information you needed?
Problem reporting	Did you encounter a problem on this page?
Adoption	What prevented you from using this feature?
Training	Which part of this workflow was unclear?
NPS	How likely are you to recommend this product or service?

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:

Score	NPS category
`0–6`	Detractor
`7–8`	Passive
`9–10`	Promoter

NPS = Percentage of Promoters - Percentage of Detractors

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. 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. 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>;
};

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:

Response	Label
Positive	`This page was helpful`
Negative	`I encountered a problem`
Comment	`Tell us what happened`
Email	`Email address (optional)`
Submit	`Send feedback`

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

Show all 14

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.

Show all 10

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:

Open the monitored Siebel environment

Confirm that the feedback controls appear

Verify that they do not obstruct Siebel controls

Submit positive feedback with a comment

Submit negative feedback with a comment

Confirm that both submissions appear under the User Feedback KPI

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

Confirm that Session Replay is linked when enabled

Verify that privacy masking works

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

Show all 11

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

Show all 16

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:

Feedback type	Possible owner
Technical failure	Application support or engineering
Slow performance	Performance or infrastructure team
Workflow difficulty	Product or process owner
User validation confusion	UX, process, or training team
Data problem	Data owner
General suggestion	Product management

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

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.

Dashboard & Reports

AI

Insights & Recommendations

Analytics

More Analytics Features

Automation

More Automation Features

Get Help

Contact GermainUX Support

The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.

Can't find what you need?

Search all GermainUX docs with Ctrl + K, or use the feedback buttons at the bottom of this page to tell us what is missing.

The content of this document is proprietary to GERMAIN SOFTWARE.

Feedback context

Customize the popup

Session Replay

Troubleshooting

​Overview

​Feedback context

​Prerequisites

​Choose the deployment method

​Define the feedback objective

​Feedback formats

​Enable the Feedback Popup

​Disable the popup

​Customize the popup

​Configuration reference

​Choose the popup position

​Customize labels

​Target the appropriate users

​Control feedback frequency

​Correlate feedback with Siebel context

​Session Replay

​Privacy and data protection

​Validate the configuration

​KPIs

​Analyze feedback

​Dashboards

​Configure alerts and follow-up

​Troubleshooting

​The popup does not appear

​Feedback submits but does not appear

​Feedback has no session context

​Related Documentation

Dashboard & Reports

AI

Analytics

Automation

​Get Help

Contact GermainUX Support

Can't find what you need?

Overview

Feedback context

Prerequisites

Choose the deployment method

Define the feedback objective

Feedback formats

Enable the Feedback Popup

Disable the popup

Customize the popup

Configuration reference

Choose the popup position

Customize labels

Target the appropriate users

Control feedback frequency

Correlate feedback with Siebel context

Session Replay

Privacy and data protection

Validate the configuration

KPIs

Analyze feedback

Dashboards

Configure alerts and follow-up

Troubleshooting

The popup does not appear

Feedback submits but does not appear

Feedback has no session context

Related Documentation

Get Help