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

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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)

    1. 1. GAMIFICATION OF SIEBELA Thought Stream
    2. 2. 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
    3. 3. SATISFACTION SURVEYS• Compare initial customer survey with finalsatisfaction survey• Formula adds extra points when level hasimproved by more than X points
    4. 4. SATISFACTION SURVEYS
    5. 5. SATISFACTION SURVEYS
    6. 6. 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
    7. 7. ASSESSMENTS
    8. 8. ASSESSMENTS
    9. 9. SENTIMENT AWARDS
    10. 10. SENTIMENT AWARDS• Add Points based on changes in Sentiment ofCustomer Social Media Posts– Buzzient Social CRM integration– Buzzient Social API in Workflow Process
    11. 11. 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
    12. 12. MANAGER AWARDS• Manager can award points at his / herdiscretion– Player is advised via Universal Inbox
    13. 13. 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
    14. 14. SEE MY STATUS• Home page shows– My points– My badges• Inbox shows– Badge notifications– Manager Points Awards– Peer Points Awards
    15. 15. HOMEPAGE
    16. 16. PERSONALIZATION
    17. 17. POINTS IN YOUR INBOX
    18. 18. 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
    19. 19. BADGES AS PRODUCTS
    20. 20. BADGES AS PRODUCTS
    21. 21. BADGES AS PRODUCTSProduct Images and Thumbnails
    22. 22. CATALOG AND CATEGORYBadges as Products organized into Catalog and Categories
    23. 23. BADGE ASSETSAsset assigned to a Contact
    24. 24. BADGE ASSETS
    25. 25. BADGES IN YOUR INBOX
    26. 26. APPROVALSCould also leverage Order Approval, Universal Inbox and Workflows
    27. 27. LEADER BOARD• The leader board is a BI Publisher Report orList Applet that has been customized
    28. 28. LEADERBOARD

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