Siebel Users: Maximize Agent Productivity through Seamless Integration with Oracle Knowledge
On average, 80% of an agent's phone time is spent on search and discovery. Siebel CRM users have the advantage of unified case and knowledge management through seamless integration with Oracle Knowledge - enabling you to tackle the problem at its source to ensure your agents and your customers get accurate information, quickly, every time.
Key Benefits include: 
- Reduced research and response times
- Increased resolution accuracy
- Superior levels of customer service
- Ability to manage peak call times more easily
Why PRS Consulting Services?
As an Oracle Gold partner with 20+ years of experience with CRM solutions, including Siebel CRM, PRS Consulting Services is uniquely qualified to help you integrate knowledge management into your contact center.
We have helped Siebel users maximize agent efficiency and deliver unprecedented levels of customer service in their contact centers by integrating Oracle Knowledge. We can help you implement Oracle Knowledge in your Siebel environment quickly and customize the solution to meet your objectives.
Key Features of Siebel CRM + Oracle Knowledge
Seamless Integration |
- Single integrated desktop makes it easy for agents to search data from service requests in Siebel and link/unlink records
- Automatic sign-on using Siebel credentials
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Fast & Accurate Search |
- Most accurate search response based on Natural Language Processing to ensure relevant content is retrieved
- Smart Excerpts provide answer summaries with highlighted keywords and phrases for fastest research
- Guided Assistance helps quickly find relevant answers based on key data from Siebel, including product information, request summary, problem area, and sub area
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Up-to-date Knowledge Base |
- Agents can easily author new content, recommend content, and create an issue summary to add to the knowledge base for future use
- New content requests can be routed to subject matter experts for addition to the knowledge base
- Linked Answers provide a history of versioned knowledge articles previously linked to a service request to help agents audit and understand the context of an SR
- Additional related content, such as questions, promotions, service alerts or others, may be configured through the Managed Answers feature to provide agents with even more information to deliver a superior experience
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Customer Self-Service |
Knowledge articles can be made available directly to your customers for self-service, to further increase customer satisfaction and reduce call volume |
Connect with our Oracle Knowledge team today to learn more and discuss your needs.
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