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The Gamification of Siebel - Thought Stream (Six Part Series)
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The Gamification of Siebel - Thought Stream (Six Part Series)

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Further posts about the Gamification of Siebel : ...

Further posts about the Gamification of Siebel :

Part 1 http://ondemand-education.com/corp/index.php/the-gamification-of-siebel/
Part 2 http://ondemand-education.com/corp/index.php/gamification-of-siebel-part-two/
Part 3 http://ondemand-education.com/corp/index.php/gamification-of-siebel-part-three/
Part 4 http://ondemand-education.com/corp/index.php/the-gamification-of-siebel-part-four/
Part 5 http://ondemand-education.com/corp/index.php/the-gamification-of-siebel-part-five/
Part 6 http://ondemand-education.com/corp/index.php/gamification-siebel-part-six/

From On Demand Education Ltd (Siebel Enterprise, Oracle CRM On Demand, Buzzient Social CRM)
http://www.ondemand-education.com
@ondemand_educ

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  • Runtime Events (WriteRecord), Conditions (Status=Closed) and Workflow Processes
  • Runtime Events (WriteRecord), Conditions (Status=Closed) and Workflow Processes
  • Runtime Events (WriteRecord), Conditions (Status=Closed) and Workflow Processes, Integration Objects (see http://www.buzzient.com/wp-content/uploads/elearningmodules/eLearningModule4/BuzzientSocialAPI.html)
  • http://www.buzzient.com/wp-content/uploads/elearningmodules/eLearningModule4/BuzzientSocialAPI.html
  • Personalization Rule Set with GetProfileAttrAsInt(“Points”)
  • Universal Inbox Business Service in Workflow Process
  • Badges are “Assets”?

The Gamification of Siebel - Thought Stream (Six Part Series) The Gamification of Siebel - Thought Stream (Six Part Series) Presentation Transcript

  • GAMIFICATION OF SIEBELA Thought Stream
  • SERVICE REQUESTS• Closure of a Service Request– Points awarded– Total Number of Service Requests closed permonth counts towards Badge Series #1 (Bronze/Silver / Gold Warrior)– When closed, check for Satisfaction Surveys.• If not present, half points• If both are present, full points• If satisfaction > 90%, multiplier * 2
  • SATISFACTION SURVEYS• Compare initial customer survey with finalsatisfaction survey• Formula adds extra points when level hasimproved by more than X points
  • SATISFACTION SURVEYS
  • SATISFACTION SURVEYS
  • ASSESSMENTS• Player must complete assessment of ServiceRequest before the Status reaches Waiting onCustomer• Failure will show up on leaderboard• Success will count to leaderboard• 100% per cent record per week will lead toBadge Series #2 Assessment Wizard
  • ASSESSMENTS
  • ASSESSMENTS
  • SENTIMENT AWARDS
  • SENTIMENT AWARDS• Add Points based on changes in Sentiment ofCustomer Social Media Posts– Buzzient Social CRM integration– Buzzient Social API in Workflow Process
  • UNEXPECTED AWARDS• Administrator can introduce temporary rulesto generate new play– Unexpected awards can be• Multiplier of points for a duration• Random points additions• Manual Badge Allocation– Run Time Events triggering Attribute Set(Increment) or Workflow to Increment Points
  • MANAGER AWARDS• Manager can award points at his / herdiscretion– Player is advised via Universal Inbox
  • PEER AWARDS• When Service Request is closed, all owners(Audit of Owner) will be advised they canboost a colleagues points by requesting a PeerAward• Managed via Universal Inbox
  • SEE MY STATUS• Home page shows– My points– My badges• Inbox shows– Badge notifications– Manager Points Awards– Peer Points Awards
  • HOMEPAGE
  • PERSONALIZATION
  • POINTS IN YOUR INBOX
  • POINTS AND BADGES THOUGHTS• Points as part of Personalization Profile?• Badges might be Products in a Catalog and“won” as Assets assigned to a Contact• Possibility to use Order Approvals, AssetManagement
  • BADGES AS PRODUCTS
  • BADGES AS PRODUCTS
  • BADGES AS PRODUCTSProduct Images and Thumbnails
  • CATALOG AND CATEGORYBadges as Products organized into Catalog and Categories
  • BADGE ASSETSAsset assigned to a Contact
  • BADGE ASSETS
  • BADGES IN YOUR INBOX
  • APPROVALSCould also leverage Order Approval, Universal Inbox and Workflows
  • LEADER BOARD• The leader board is a BI Publisher Report orList Applet that has been customized
  • LEADERBOARD