> ## Documentation Index
> Fetch the complete documentation index at: https://docs.germainux.com/llms.txt
> Use this file to discover all available pages before exploring further.

# User Feedback for Oracle Siebel CRM (Configure)

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

Components
`GermainUX RUM JS Feature availability for Siebel: GermainUX 2017.2 or later`
[`RUM JS`](https://docs.germainux.com/main/germain-ux-rum-js)
[`RUM Extension`](https://docs.germainux.com/main/germain-ux-rum-extension)

Availability
2017.1 or later

> [card] [Feedback context](#feedback-context)
>
> Tie comments to Siebel context

> [card] [Customize the popup](#customize-the-popup)
>
> Adjust buttons, labels and position

> [card] [Session Replay](#session-replay)
>
> Replay activity before feedback

> [card] [Troubleshooting](#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.

> [accordion] 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](https://docs.germainux.com/main/deploy-rum-js-siebel-openui.md).

## 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 |

```text theme={null}
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:

```javascript theme={null}
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:

```javascript theme={null}
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:

```javascript theme={null}
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

```typescript theme={null}
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:

| 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

> [accordion] 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.

> [accordion] 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:

```text theme={null}
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

> [accordion] 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

> [accordion] 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

### 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

> [card] [Dashboard & Reports](https://docs.germainux.com/main/dashboard-and-report.md)
>
> Dashboard & Reports

> [card] [AI](https://docs.germainux.com/main/ai-driven-insights.md)
>
> Insights & Recommendations

> [card] [Analytics](https://docs.germainux.com/main/analytics.md)
>
> More Analytics Features

> [card] [Automation](https://docs.germainux.com/main/automation.md)
>
> More Automation Features

## Get Help

> [card] [Contact GermainUX Support](https://docs.germainux.com/main/support.md)
>
> 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.

> [card] 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.


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