Migration Assessment Guide

Oracle Siebel to Microsoft Dynamics CRM

October 2011 Edition 1a

2011 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Migration Assessment Guide Oracle Siebel

Contents
Purpose of This Guide ..............................................................................................................................................................3 Key Conclusions .........................................................................................................................................................................3 Fundamental Differences between Siebel and Microsoft Dynamics CRM ............................................................4 Siebel Overview .......................................................................................................................................................................................... 4 Siebel Industry Editions .......................................................................................................................................................................... 5
Core Entities Across Industry Editions .................................................................................................................................................................. 5 Industry Specific Entities.............................................................................................................................................................................................. 5

Other Siebel Applications ....................................................................................................................................................................... 6 Understanding the Siebel Architecture (in Laymans Terms) ............................................................................................... 6 Understanding How to Get Data out of Siebel .................................................................................................................7 Data Quality and Duplicate Record Considerations ................................................................................................................... 7 Siebel Tables ................................................................................................................................................................................................ 8 Simplifying the Siebel Data Structure .............................................................................................................................................10 Entities and Corresponding Tables ..................................................................................................................................................10 Exporting Data from Siebel..................................................................................................................................................................11 Outlook, Mobile, and Social CRM Considerations ....................................................................................................... 11 Microsofts Internal Use of Siebel ..................................................................................................................................... 11 Siebel to Microsoft Dynamics CRM Data Migration Best Practice ........................................................................ 12 Common Data Migration Best Practices ........................................................................................................................................13 Siebel Data Migration Discovery Tool ............................................................................................................................ 13 Additional References .......................................................................................................................................................... 19

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Migration Assessment Guide Oracle Siebel

Purpose of This Guide

This guide provides an overview for existing Oracle (Siebel) customers considering a switch to Microsoft Dynamics CRM business software. In addition to economic advantages, business benefits, or system challenges, one of the biggest barriers to switching from one customer relationship management (CRM) application to another is data migration. The guide will provide a comprehensive list of areas to review and help lay the foundation for a thorough data migration plan. It is based on Siebel 8.1, the current release as of September 2011. Included in the guide is a discovery tool that can be used to estimate the level of effort and cost associated with a Siebel to Microsoft Dynamics CRM data migration. This tool can be copied into a project plan or used as a reference by implementation partners for scoping and discovery.

Key Conclusions
1. 2. 3. 4. Data migration involves a lot more than simply exporting data from Siebel, importing it to Microsoft Dynamics CRM, and starting off in the new system. The Siebel Data Migration Discovery Tool will serve as an excellent guide to summarize the Siebel CRM schematic. Many companies target an initial migration project with a group, division, or specific CRM function such as lead and opportunity management to demonstrate success quickly. Some Siebel customers use industry-specific editions of their product versus the cross-industry version that many license. Consider involving an industry-specific ISV in the opportunity to meet business requirements. 5. 6. Evaluate the internally configured and developed customizations and workflows. Review existing business processes and the release cadence history for adding Siebel features internally. The number of records, size of the data store, and governance policies are good indicators to measure the data migration complexity. Data quality and duplicate records are also important factors when estimating a data migration project. 7. 8. 9. 10. Account for objects and settings such as forecasts, workflows, security settings, reports, and dashboards that might be difficult to import. Documents and attachments can be difficult to migrate without a well thought out process. Siebel offers mobile and Microsoft Outlook add-ons. Review functionality to determine how it maps to Microsoft Dynamics CRM. Siebel Loyalty, Partner Relationship Management, and Contact Center are applications that arent found in all CRM installations. Review these features to determine if they should be migrated in one process or segmented into different projects.

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Migration Assessment Guide Oracle Siebel

Fundamental Differences between Siebel and Microsoft Dynamics CRM

Siebel has been an industry leading CRM application for many years. IDC recently reported that Oracle was the CRM applications market leader with 11.8% global market share in 2010. Conversely, Forrester reported that Siebels application complexity, high cost, and lengthy implementatio n schedules have given customers cause for concern in the past. Gartner cautions companies that Siebel deployment complexity is associated with enterprise-class implementations. Siebel Architecture Current Version / Release Date Supported Browsers # of Tables Typical OnPremises Upgrade Total Cost of Ownership (TCO) Minimum application license investment at list price Client server with web user interface 8.1 / November 2008 Internet Explorer 8 >2,000 tables 6 months to 9 months Higher U.S. $3,750 and up per user + annual maintenance (Siebel Software Investment Guide) Microsoft Dynamics CRM .NET 2011 / January 2011 Internet Explorer 9 <200 tables 2 months to 3 months Lower Many Siebel implementations are multi-year projects and corresponding upgrades can take several months.
3 2 1

Notes Siebel is largely a client server architecture. Siebel release cycles are slow due to the high cost and time investment required to upgrade. Siebel and Microsoft Dynamics CRM do not support Firefox, Chrome, or Safari.

$1,055 per user + software assurance

Excludes add-on components, CRM server licensing, hardware, training, and implementation..

Siebel Overview
Siebel has been considered a leading CRM application vendor for many years. One reason for their success has been the Siebel industry editionsmost notably, Life Sciences, Financial Services, Energy, and Consumer Sector. From a business functionality perspective, Siebel has expanded beyond the sales force automation (SFA) market with Siebel Loyalty, Partner Relationship Management, and Contact Center.

IDC's Worldwide Semiannual Customer Relationship Management Applications Tracker Forecasts Global CRM Market to Grow by More Than $1.3 Billion in 2011, June 22, 2011. 2 The Forrester Wave: CRM Suites For Large Organizations, Q2 2010 3 Magic Quadrant for Sales Force Automation, July 14, 2011

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Migration Assessment Guide Oracle Siebel

Siebel Industry Editions

Siebel industry editions provide unique functionality in the form of tabs, forms, fields, reports, and business processes. Following is an overview of common tables and industry specific tables. (Note, this is not an exhaustive list of tables). Reviewing these tables will help identify the baseline functionality in use by industry solution. Core Entities Across Industry Editions
Core Entities Accounts Household Opportunities Contacts Activities Employees Products Product Lines Campaigns Agreements Product Defects (SSV) Forecasts Price Lists Quotes Service Requests (SSV) Territories Notes Address Assets Assets Assets Service Requests Territories Territories Organization Address Assets Assets Territories Product Defects (SSV) Forecasts Price Lists Quotes Service Requests (SSV) Territories Territories Price Lists Price Lists Forecasts Price Lists Quotes Service Requests Territories Notes Opportunities Contacts Activities Employees Products - External Product Lines Campaigns Campaigns Agreements Objective/ Campaign Campaign (SSE) Opportunities Contacts Activities Employees External Products Activities Employees External Products (Competitive) Product (SSE) Communications Customer Accounts Consumer Accounts eClinical Accounts Household Opportunity (SSE) Customers/ Contacts Households Opportunities Contact Activities Employees Products Product Lines Campaigns Agreements Activities Employees External Products (Competitive) Product Lines Opportunities Contacts Activities Employees External Products (Competitive) Product Lines Objective/ Campaign Agreements Financial Services Insurance Pharmaceutical Accounts Medical Accounts

Industry Specific Entities These are the key elements in the industry specific entities. Reviewing these fields and tables will further define the use of an industry specific edition. There are also built in business processes, table relationships, and infrastructure that are part of the Siebel industry solutions:
Communications Account Products Address Billing Accounts Billing and Usage Ordered Service Elements Ordered Service Instances Parameters Products - Internal Quote Items Quote Solutions Consumer Account Routes Consumption Data Contracts Internal Products Invoices Notes for Quotes or Literature Orders Plan & Trade Funds Product Lines eClinical Calendar Entries (activities) Catalog Items Clinical Payments Clinical Program Contracts Document Tracking (Activities) Formularies Internal Products Investigators Financial Services Activity Applications Calendar Clients Competitors Deals Financial Accounts Investors Marketing Encyclopedia Organizations Other** Insurance Policies Claims Organizations Pharmaceutical Professionals Catalog Items Contracts Internal Products Issues Formularies Medical Procedures Objective/Campai gn Product Consumption Medical Catalog Items Codes Corrective Actions Corrective Actions Attachments Corrective Actions Notes Internal Products Issues Lot Numbers Medical Procedures

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Migration Assessment Guide Oracle Siebel

Communications Service Accounts Service Orders Work Order Items Work Orders

Consumer Product Target Promotions Retail Outlets Shipment Data

eClinical Issues Medical Procedures Price Lists Product Consumption Product Lines Professional Addresses Professionals Protocol Sites Protocols Sales Orders Sites Subjects Trip Reports (activities) Visit Reports (activities)

Financial Services Service Providers

Insurance

Pharmaceutical Professional Addresses Sales Orders

Medical Product Issues Product Issues Attachments Product Issues Notes Regulatory Reports Repairs Repairs Attachment Repairs Notes Sales Orders Service Request Activities

Other Siebel Applications

Application Description Siebel Loyalty is a multichannel application that creates dynamic, cross-industry loyalty programs to drive strategic customer initiatives by creating reward programs and promotions. For example, it can be used to create and manage airlines' frequent flyer programs or hotels' frequent guest programs Siebel PRM automates and streamlines the relationship between brand owner companies and their channel and alliance partners, distributors, resellers, agents, brokers, or dealers. Siebel Contact Center enables agents to handle service, support, and sales interactions seamlessly across all communication channels.

Siebel Loyalty

Siebel Partner Relationship Management (PRM) Siebel Contact Center

Understanding the Siebel Architecture (in Laymans Terms)

Siebel customers run on different platforms and use a variety of architecture configurations to manage global or domestic deployments. Considerations include the number of users, transaction volume, connectivity, performance targets, physical server (infrastructure) location, and database platform. Siebel is fundamentally a client-server architecture with web server components. The diagram included is a simplified view of the key components required for a Siebel instance. In practice, there can be detailed diagrams with multiple components. In all cases, the customer will have a basic set of required components to run Siebel. Understanding, the prospects Siebel infrastructure and topology will help the field plan for Microsoft Dynamics CRM on-premises deployments or further define the process of migrating to Microsoft Dynamics CRM.

Source: MSDN LibraryBizTalk Adapters for Siebel

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Migration Assessment Guide Oracle Siebel

The following table outlines the components in more detail. Please note, these are the names Siebel references in its installation guide. Component Siebel Webserver Extensions Siebel Gateway Name Server Siebel Enterprise Server Acronym SWSE Description
The SWSE component identifies whether or not the request that has arrived on the webserver is a Siebel request, and also helps to format the HTML pages that are served to the web clients of Siebel. It also supports load balancing when there is more than one Siebel server, which generally is the case. The SGNS component can be considered as the Siebel Server contact information storehouse for all the Siebel servers. It serves as the dynamic address registry for Siebel servers and components. The SES component is not a physical server, but just a logical set of entities sharing one database.

SGNS

SES

Siebel Server

SS

Siebel Server is the system on which Siebel Server components are installed and it functions as the application server. Each server component performs a defined function. Server components or groups of components determine what applications and services a Siebel Server supports. The Siebel Server runs as a system service under the Windows operating system and a process under UNIX. The AOM component processes application or service-specific user requests. For example, a sales application will have a Sales AOM and a call center application will have a Call Center AOM. The AOM provides the session environment in which this application runs. The DM component is a part of AOM. Its primary function is to receive user requests, create corresponding Structured Query Language (SQL) statements, and forward them to the Database Server. The DS component is a physical server that runs the database. Siebel supports Oracle, DB2, and Microsoft SQL Server database software. The SFS component is a shared directory, or set of directories, that is network-accessible to the Siebel Server and that can store files such as attachments for use by Siebel applications. The ST component is an integrated environment for configuring Siebel applications. Siebel Tools are used to modify standard Siebel objects and create new objects to meet organization business requirements. For example, use Siebel Tools to extend the data model, modify business logic, and define the user interface.

Application Object Manager Data Manager Database Server Siebel File System

AOM

DM

DS

SFS

Siebel Tools

ST

Understanding How to Get Data out of Siebel

Data Quality and Duplicate Record Considerations
Evaluating the core CRM functionssales, service, and marketingis not a straightforward exercise. The terminology, system layout, data structure, and built-in processes are very different between both vendors.

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Migration Assessment Guide Oracle Siebel

The number of records in the data store is one indicator of data migration complexity. However, more relevant factors include the quality of data and number of duplicate records, which are typical issues for any vendors CRM installation. If the customer does not have any Siebel or third-party deduping tools, it could increase the migration cost and level of effort. If Siebel is run in a SQL Server environment, data deduplication scripts can be written against the database tables.

Determine if Siebel Data Quality and Oracle Data Quality Matching Server are in use. Knowing this will serve as a good duplicate record barometer.

Another consideration is to set up a data hub to temporarily or permanently house and manage Siebel data. This can be achieved using Microsoft SQL Server 2008 R2 Master Data Services (MDS). MDS helps organizations to standardize and streamline the business data customers use across their organization to make critical business decisions. MDS is an application built from platform components which may be deployed as an application or extended by use of the platform components to consistently

Source: Microsoft SQL Server website

define and manage the critical data entities of an organization such as products, customer, locations, cost centers, equipment, employees, and vendors. Setting up duplicate detection rules upon import in Microsoft Dynamics CRM will also help with the deduplication effort.

Siebel Tables
As mentioned previously, there are a few thousand Siebel tables. Categorizing the tables will help understand the level of effort associated with data migration. Pay particular attention to the industry specific tables and the custom tables. The Discovery Tool at the end of this document will also serve as a discussion guide to determine which features (and tables) the prospect is using. The source for the Siebel tables can be found in the Oracle's Siebel Business Applications Bookshelf Documentation Library, Version 8.1. Table Classification Repository Tables Table Type Table Description Store metadata about Siebel Objects. Example Table Name

S_APPLET: Stores Siebel Applets information S_BUSCOMP: Stores Siebel Business Component

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Migration Assessment Guide Oracle Siebel

Table Classification

Table Type

Table Description

Example Table Name

information S_WFR_PROC: Stores Siebel Workflow Process information S_OPTY: Stores Opportunity information S_SRV_REQ: Stores Service Request information S_EVT_ACT: Stores Activities information S_DOC_QUOTE: Stores Quote information

Base Tables

Store data about various Siebel entities such as opportunity, quotes, service requests.

Intersection Tables

Define a many-to-many relationship, and provide an intersection between two business components. A manyto-many relationship is one in which there is a one-to-many relationship from either direction. For example, there is a many-to-many relationship between Accounts and Contacts. Unifies all access to data about relationships between companies and people (contacts, employees, partner employees, users) and other businesses (accounts, divisions, organizations, and partners). Store custom information for various entities. These are extensions of base tables, connected via implicit join, and have _X suffixes to their names. Export and import data from external applications. They have an Enterprise Integration Manager (EIM) prefix with the table name. Every base table and extension table has its corresponding EIM tables. Establish many-to-many relationships. These tables have XM suffixes after their names. Most of the base tables have corresponding XM tables.

S_OPTY_CON: Opportunity and Contact intersection table S_ASSET_CON: Asset and Contact intersection table

Data Tables

Party Table

S_PARTY

Extension Tables

S_OPTY_X: Extension table for Opportunities S_DOC_QUOTE_X: Extension table for Quotes S_EVT_ACT_X: Extension table for Activities EIM_OPTY: Opportunity EIM table EIM_ACTIVITY: Activities EIM table Siebel Bookshelf

EIM / Interface Tables

XM Tables

S_OPTY_XM: XM table for Opportunity S_DOC_QUOTE_XM: XM table for Quotes

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Migration Assessment Guide Oracle Siebel

Simplifying the Siebel Data Structure

As you can see for the various table categories previously described, Siebels data structure is very detailed. Siebels unique database structure already has relationships defined in the base and intersection tables. They do not recommend inserting, deleting, or updating records in the database directly to avoid data integrity issues. As an alternative, they allow users to create a staging table to insert, update, or delete records in the database. This staging table is referred to as the Enterprise Integration Manager (EIM). To add another element to the equation, the Siebel data schema doesnt organize and store records like other CRM systems. As indicated earlier, there are several types of Siebel tables. For example, a contact record is found in multiple tables such as S_CONTACT, S_PARTY, and an intersection table such as S_OPTY_CON. To extract data from all three of these tables could be challenging, particularly with intersection tables which are only relevant to the Siebel schema. This is where EIM comes into the picture. EIM can reconstruct data from all three tables into a single staging table that can be exported.

Entities and Corresponding Tables

Understanding the entities displayed in Siebel doesnt necessarily uncover the complex relationships that exist between multiple entities, as evidenced by the various types of Siebel tables. Multi-table relationships are not a new concept to CRM solutions or relational databases; however, Siebels relationships are voluminous and require a good technical skill foundation. For example, the following table and diagram depict the tables related to the Asset entity. Related to Asset Entity
Activity Activity Part Movement Asset Contact Relationship Asset Employee Relationship Asset External Organization Asset Feature Asset Modification Asset Relationship Business Address Competitive Metric Competitive Product Feature Contact Employee External Product Internal Product Opportunity Opportunity Asset Person Personal Address Product Instance (Asset) Service Request

Asset Entity Relationship Diagram

Source Siebel Data Model Reference, Page 37

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Migration Assessment Guide Oracle Siebel

Exporting Data from Siebel

Exporting data from Siebel can be a complex and challenging process in many scenarios. This has a lot to do with the structure of the application and its interaction with the database. The key to the data export is Siebel Enterprise Integration Manager (EIM). EIM is a server component in the Siebel EAI component group that transfers data between the Siebel database and other corporate data sources. This exchange of information is accomplished through intermediary tables called EIM tables. (In earlier releases, EIM tables were known as interface tables.) The EIM tables act as a staging area between the Siebel application database and other data sources. To export data, EIM reads the data in the Siebel database tables and places the information in the appropriate EIM tables. You can then copy data from the EIM tables into another database. The export process generally populates the applicable EIM table with a row for every Siebel base table row encountered. As a consequence, where EIM tables have mappings to multiple Siebel base tables, one export operation can generate multiple rows within the EIM table governing the rows encountered within the Siebel base tables.
4

Outlook, Mobile, and Social CRM Considerations

Siebel extends many CRM functions to mobile and wireless devices. Many companies have found Siebel mobile products them cost and maintenance prohibitive to deploy. There are three mobile products supported by Siebel:

Siebel Remote, an offline solution for PCs and tablets. Siebel Handheld, primarily a solution for pharmaceutical sales, consumer packaged goods, and field service. Siebel Wireless, a mobile solution for wireless devices.

Siebel Desktop provides Microsoft Outlook and Lotus Notes integration through the Siebel PIM Client Sync tool. Contacts, appointments, and activities can be synchronized. The native Outlook experience in Microsoft Dynamics CRM is far superior to the Siebel PIM Client synchronization process. Siebel doesnt deliver pre-built connectors to social media properties such as Twitter, Facebook and doesnt have a built-in presence management or collaboration suite. Oracle has developed a suite of social CRM applications; however, they are not built on the Siebel platform.

Microsofts Internal Use of Siebel

Microsofts legacy CRM ecosystem, GSX, consisted of a large Siebel instance acting as a hub and data master for customer and sales data such as accounts, opportunities, leads, activities, and contacts.
4

Oracle's Siebel Business Applications Bookshelf Documentation Library, Version 8.1 - About Siebel Enterprise Integration Manager

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Migration Assessment Guide Oracle Siebel

Connected to Siebel were over 170 downstream applications that performed various functions such as management reporting, marketing analysis, account planning, and partner management. Microsoft documented their experience with the Siebel migration and produced a few case studies for public consumption. Most of these applications had to be created as a result of deficiencies in the core Siebel CRM system. Others were custom functions necessary for Microsoft operations. Siebel plus the 170 applications represented a very costly set of IT systems to own and maintain. The cost to support this approached $20 million per year. Siebel was also complex and time consuming to use. It had an online web UI that required the seller to be connected to the Microsoft corporate network or the Internet, which was a problem when the seller was in transit or with customers.

MSIT developed a strong business case to implement Microsoft Dynamics CRM as the foundation for GSX, identifying more than $128 million in productivity gains in the first full year alone.

Furthermore, entering a single opportunity could take up to 15 minuteseven longer in remote locations where network latency remains a challenge. All of these aspects added up to a tool and an ecosystem that required a lot of time by the seller in the office updating data, taking them away from productive customer-facing time.
5

Siebel to Microsoft Dynamics CRM Data Migration Best Practice

As demonstrated previously, exporting data from Siebel can be a challenging, time consuming, and potentially costly exercise. The following diagram depicts a best practice to migrate from Siebel to Microsoft Dynamics CRM. Understanding Siebel Tables and Siebel EIM are explained throughout this document. Once the data is staged in Siebel, it is recommended that Microsoft SQL Server Integration Services are used to import data. This is particularly important for data files in excess of 10,000 records. Microsoft SQL Server Integration Services provide the ability to write script tasks in ADO.NET to manage source and destination data. Once the data has been migrated to a new Microsoft SQL Server database, the data can easily be moved into Microsoft Dynamics CRM using web services or the import manager if there are less than 10,000 records. Please note, there are several data cleansing, data mapping, testing simulations, and other steps involved in data migrations. It is also worth evaluating Scribe data migration tools to augment the process defined below.

Microsoft IT Business Case for the Global Sales Experience, Powered by Microsoft Dynamics CRM.

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Migration Assessment Guide Oracle Siebel

Common Data Migration Best Practices

Best Practice Include legacy record IDs, time stamps, and owners Exclude dormant or inactive fields Include current records and one to two years of history Description This will help identify and reconcile records in the target system. If fields are not used in the source system, they are not likely to be used in the target system. Importing more than two years of activities, email messages, and other history can create a lot of extra work that might not be useful. Archive records older than two years to a separate system and keep them in a format that can be easily imported at a later date if required. Too many pick list values can be difficult to manage. Consider replacing them with lookup fields and filters. This will provide a process to test the data in the target system and tweak the data maps and import process. This can be a time-consuming effort; however, it is better to do it during data migration when the data is being analyzed.

Replace fields with too many pick list values with lookup fields Run several test imports with small batches of records De-duplicate data prior to import

Siebel Data Migration Discovery Tool

The Siebel Data Model Reference (DMR) defines how the data used by Siebel Business Applications is stored in a standard relational database management system such as Oracle, DB2, or Microsoft SQL Server. The Siebel Data Model also defines some of the data integrity constraints validated by Siebel

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Migration Assessment Guide Oracle Siebel

Business Applications. Siebel customers are only permitted to use the entities in the data model they have licensed. The following chart is a summary view of the DMR. This chart can serve as a checklist of entities that can be considered for migration to Microsoft Dynamics CRM. It can also serve as a high-level fit/gap analysis to determine which features need to be fulfilled by a Microsoft partner or built as custom entity in Microsoft Dynamics CRM. Note: these entities cannot be exported without using the Siebel EIM export process. The EIM will decouple the Siebel entity into a staging table that can be imported into Microsoft Dynamics CRM.

Siebel Entity Account Adjustment Group Asset Management Auction Auto Email Response Generator CG Promotion Planning Compensation Planning Administration Compensation Planning Execution Competency Management System Content Management Contract Conditions

Description
The account entity is a key entity in the Siebel Data Model. The account entity is often referred to as an organization unit. Manages the various matrices for pricing, compatibility, eligibility, product promotions, and so on. Internal products can be made into assets and associated with an account or a contact to register ownership. The auction entity represents the auctioning of goods or services to bidders. An auction item may be a stand-alone offering, or may be a specific instance of an offering of a quantity of product or of a particular asset for sale. This entity allows automatic generation of a response to an inbound communication. Incoming messages (inbound communications) are compared against a database of previously categorized messages to categorize them in one or more categories. The categories are associated with predefined template communication responses, used to generate a default response to each category of message. This entity supports the funding of trade promotions in channel management and the consumer goods (CG) industry The administration activities of compensation planning involve setting up salary structures such as salary plan, salary grades, and job codes In the execution phase of compensation planning, a workbook is created for each of the authorized managers with the list of employees who report to them. An organization can define a set of competencies that employees can have or acquire over a period of time and an evaluation of employees' skill levels in those competencies. In addition, information about an employee's past work experience, merits, honors, professional memberships, and education qualifications can be maintained. An organization can also define a list of courses and related skills which can be associated with an employee when they complete those courses. A content project is made up of one or more content project items that represent an item of master data, such as a product definition or an item of literature. Each content project item is an instance of a content item type that is part of a content object. An agreement could comprise one or more entitlements. A contracts administrator may define template entitlements, template benefits, and template conditions in addition to template terms. Template benefits and conditions could be for a specific product or product line or product class or category.

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Migration Assessment Guide Oracle Siebel

Siebel Entity

Description
A contract is an agreement between two parties, usually to deliver goods or services in exchange for payment. For example, a quote is an agreement between a company and a customer to guarantee a price for a particular set of items if acted on within a specified timeframe. The customer is usually an account, but may be a person. The party on the other side of the contract is an internal or partner organization (or business unit). A contract is composed of contract line items that specify the internal products, services, or assets to be covered under the terms of the contract. Entities in the Siebel Data Model fall into one of two super-types: Master Data Item or Customer Data Item. A Master Data Item represents data set up and administered by the company using Siebel Business Applications such as products, literature, and price lists. Master Data Items are often categorized to make information more accessible. A Customer Data Item represents transactional data collected during the normal course of doing business such as opportunities, quotes, orders, agreements, service requests, and activities. A user gains visibility to this data either through the person's association with a business unit (multiple organization visibility) or more commonly through a direct assignment of the person or the person's position to the item. A Dun & Bradstreet organization may be classified as doing business in one or more industries, and may provide information about contacts at the organization and their management responsibilities. Key performance indicators (KPIs) can be defined and associated with the objectives of an employee so that the employee and the manager of the employee can measure achievement or current values against the goals set in the objectives of the employee. Employees (for example, sales representatives, field service engineers, and professional services personnel) can track expense items incurred for business purposes. These expenses can be associated with an account, an opportunity, or a project, and may be related to an activity. Parts may be tracked in inventory as serialized assets or as non-serialized quantities of products. An instance of product inventory defines a quantity of product in a given location with a given status and availability. Inventory quantities cannot be modified directly. Instead, they are modified through inventory transactions that reflect each movement of parts between locations, statuses, and availabilities. Inventory locations may be located at a third-party provider, as well as within the internal organization. They may also be related to other inventory locations for the purposes of replenishment or fulfillment. This entity supports the scheduling of employees to perform service activities within configured service regions. A service region corresponds to one or more ZIP codes or other geographical representation, but may only be associated with a single time zone. A forecast series defines a set of forecast periods in which forecasts must be submitted, and describes the appropriate number of periods to forecast into the future for each forecast period. One or more positions are then assigned to submit forecasts under the defined forecast series. This entity supports the funding of trade promotions in the high technology industry. A marketing development fund (MDF) is a pool of money made available to partners for the organization of marketing activities (campaigns, events, and so on). An MDF may be a partnerspecific fund or general fund. MDFs (programs) provide the brand owner with the ability to make marketing funds available to partners in a programmatic way. This entity represents financial transactions, such as charges and credits.

Contracts

Data Visibility

Dun & Bradstreet Integration Employee KPI

Expense Reports

Field Service Inventory

Field Service Scheduler Forecasts High Tech Marketing Development Fund Invoicable Charges

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Migration Assessment Guide Oracle Siebel

Siebel Entity Invoices

Description
An invoice may be considered a receivable or a payable for the company. It may be generated to bill for an order, a project, a part repair, an agreement, a service request, an activity, or a period of time for products or services delivered within a specific period of time. A lead refers to a new prospect or an existing customer who is interested in certain products or services and may be converted into an opportunity. A lead may be generated as a result of a marketing campaign, a marketing offer, or other marketing activities. A lead may be referred by a partner organization. A lead can be assigned to internal team members or partners. Responses or various activities are tracked for each lead. This entity represents the process for budget requests and marketing tactics, marketing funds, and purchase orders. This entity supports campaign management, execution, and evolution. Campaign management may involve the focus of the campaign on a territory, as well as the responsibility of the various internal divisions and teams for successful execution. Execution may include the production and distribution of literature to the appropriate campaign contacts. Campaign evolution tracks the usage of call lists to identify campaign contacts and generate leads. This entity assists marketers in maintaining the balance between the need for consistent customer management among partners and effective brand building with local expertise. The marketing encyclopedia tracks competitive information about products and companies. A standard set of metrics may be defined against which competitive organizations and their products can be rated in comparison with the internal organization and products, respectively. This entity enables timely sales and services to be designed around specific customer needs. Specific events are tracked for different customers and these events are used to trigger appropriate program stages for the marketing program. A marketing event may be composed of one or more sessions, held at one or more venues such as a hotel or convention center. The room for each session of an event may be chosen based on the size and equipment requirements of the session matched to the size and available equipment of each room. Users can also create travel plans for customers attending the events. This entity defines how marketing plans are used in conjunction with the financial modeler for the purposes of financial planning. Marketing plans are multilevel groupings of plan elements (campaigns) or sub-plans. Financial goals and costs can be forecasted for each level of the plan, tracked against actual achievement after campaign execution, and rolled up to the top level plan. This entity supports the more complex program planning and execution used for database marketing. Marketing segments are dynamic lists of people defined by a set of database criteria and available to marketing programs. These criteria may be defined on measures and attributes based on complex mathematical scores, ratios, and formulas applied to customer demographics or behavior data sourced from the Siebel database or from external applications such as a data warehouse. This entity includes content and various entities such as project, offer media package, and lead source. It also illustrates the process of managing content inventory by region and location, and shows how fulfillment requests are completed through vendor bidding. This entity shows opportunity (or lead), including relationships to contacts, employees (generally sales representatives), products, accounts, and so on. This entity tracks orders through their full life cycle by Siebel Business Applications. The cycle starts with an opportunity that tracks the consideration of purchase of one or more products. This opportunity leads to one or more quotes, composed of one or more quoted product items. A quote may then lead to one or more orders. An order is composed of one or more ordered product items.

Lead Management Marketing Budget Request Marketing Campaign Marketing Collaboration Marketing Encyclopedia Marketing Event Driven Dialogue Marketing Events

Marketing Plans

Marketing Program Marketing Resource Management Document Opportunity Management Order Life Cycle

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Migration Assessment Guide Oracle Siebel

Siebel Entity Orders Partner Collaboration Partner Program Registration

Description
Orders include sales orders, service orders, purchase orders, and return material authorizations (RMAs) among others. The fulfillment of an order results in one or more part movements according to the instructions of the order. Each part movement results in one or more inventory transactions. This entity allows the brand owner's partner companies to give other partners visibility to their data. With this functionality, partners can more easily collaborate with other partners, without any required intervention from the brand owner company. This entity provides a system for the process of configuration and deployment of registration of partner programs. Partner program registration consists of three smaller and more manageable processes: a user registration process, a company registration process, and a partner program registration process. A party is either a person or some grouping of people such as an organization, a household, a position, or a list of users. A person may be an employee or agent of the company using Siebel Business Applications. A person may also be considered a user if he or she has been granted user login credentials. An access group is a type of party that is made up of one or more groups. Addresses may be tracked for a person, a household, or an organization. The payment entity supports payments made by customers to the company, as well as payments made by the company to customers, vendors, or others. A payment may be made to directly settle an order or to settle one or more Invoices. Review templates of various types (such as annual review, periodic review, customer satisfaction, MBO, KSO, and service level) can be specified to contain one or more components (such as shared objectives, training plan, rollup, 360-degree evaluation, individual objectives, and skills). Components may be made up of standard review metrics. The performance review can then be created for a given employee and employee-specific objectives can be defined. This entity shows personal accounts (such as financial accounts or insurance policies) that are accessible by contacts and associated with accounts, and how addresses are relevant for each of these. The financial review process itself is tracked as an activity and becomes the source of the rest of the personal financial information of the contact, including assets, liabilities, income, expenses, and financial needs (such as retirement savings). When the financial needs of the contact are not fully addressed by his or her current financial product holdings, assets, or liabilities, the salesperson makes one or more financial recommendations. This entity includes price lists, pricing matrices, and pricing models, and how they are related to simple and complex products or services to be priced. A price list is made up of price list items, each of which tracks the price for a given product or service. The list prices may be adjusted for certain extended attributes as defined in a specified pricing matrix. A competitor's customer is viewed as an opportunity, and by creating a quote using that competitor's price list, the size of the opportunity can be quantified. Comparison quotes are generated using products and services from the internal price list that are similar to the competitor's offerings, to calculate the savings the customer could achieve by switching from the competitor. This entity allows the user to fully define the promotion based on products, product templates, product attributes, and so on. Product promotion also allows the user to specify other information for the promotion including the terms, charges, and pricing rules. Defects can be associated with service requests and may have associated activities defined to fix the defect. Associations may be defined with various product or product versions to record which are affected by the defect, which are planned to fix the defect, and which actually fix the defect.

Party Model

Payments

Performance Review

Personal Account

Personal Financial Review

Pricing

Pricing Comparison Product Promotion Product Quality Tracking

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Migration Assessment Guide Oracle Siebel

Siebel Entity

Description
This entity provides a system for managing product recommendations for up-sell or cross-sell.

Product Product recommendation allows the user to clearly define the messages, the set of possible Recommendation responses, and the recommendation itself. Products or Services Professional Services

Revenue Sales Hierarchy and Credit Assignment Sales Portfolio Management Service Agreement Service Calendars and Work Shifts Service Request

This entity represents product components (product structure), substitute or competitive products (product comparison), the product's vendor, the product line or lines to which the product belongs, and so on. This entity supports the planning and execution of professional services projects. Projects can be defined for an external or internal client, as the responsibility of one or more internal organizations, subcontracted to one or more partners, associated with a required skill set, and made accessible to one or more positions. This entity illustrates how revenue items are tracked and analyzed in Siebel Business Applications. Revenue items may be defined for any number of confirmed or likely business transactions such as opportunities, accounts, projects, marketing events or activities, agreements, invoices, and so on. Revenue is generally attributed to a product, service, product line, or some description of the product or service offering. This entity allows organizations to build sales hierarchies on top of sales territories and to assign sales credits to territories and positions accordingly. This entity illustrates the process of creating and managing sales portfolios for employees in sales positions within the sales organization. It shows the process for creating a sale portfolio, setting target accounts for a given portfolio, and defining the business or service units for each associated account as well as their business drivers and initiatives. A service agreement is a contract that entitles one or more contacts at one or more organizations to service or support on one or more items through entitlements. Entitlement items define coverage of products or specified instances of a product. Both these entities are made up of a set of working hours for each day of the week with a single exception calendar defining planned holidays and other exceptional working days. Service requests are handled as a series of activities, each owned by a specific employee. Relevant information includes the contact who reported the service request, the product with which assistance is requested along with the customer's environment or profile, and specifically which third-party products are in use and relevant to the service request. This entity illustrates the relationship between orders, quote, products, inventory locations, and shipment related to orders. Delivery requests and delivery promises (date of delivery, delivery quantity) can be associated with order items and quote items. Personal or corporate sales planning items can be defined to serve as template assessments or template activity plans. This entity illustrates that sales territories can be defined geographically, explicitly (using named accounts, contacts, or assets), or a combination of both. Flexible territory hierarchies can be defined to capture the relationship between territories. Multiple positions can be assigned to a given territory and multiple territories can be assigned to a given position. Accounts, contacts, and assets can be assigned to sales representatives within a sales force. This entity covers sales quotas setup and quota rollup in the territory management system. It illustrates assigning sales quotas to periods, contacts, accounts, regions, and ZIP codes. These assignments can be spread over different periods. As each territory consists of a set of contacts, accounts, regions, and ZIP codes assigned with quotas, the quotas can be rolled up to each territory or each territory for each period.

Shipment Siebel Assistant Territory Management

Territory Quota Rollup

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Migration Assessment Guide Oracle Siebel

Siebel Entity

Description
This entity supports the assortment planning process in the textile, apparel, and footwear industries. A retailer can define the products that are sold in each season, and then associate each product with one or more market segments to define recommended product assortments. Rather than complicating the assortment by specifying product entries for each combination of one or two attributes in which a style is manufactured (such as size or color), the attributes can be specified through a seasonal or non-seasonal product option range (for example, a shirt size range of S, M, L, and XL). The retailer can then further specify recommended product option mixes that indicate the proportion of each product option attribute value to deliver when ordering a style (for example, a mix preference of 20% S, 30% M, 30% L, and 20% XL), or each retail customer can create its own mix preferences. This entity tracks employee time sheets. Employees can track time spent for client billing or for other purposes. Time can be entered for projects, activities, service requests, and so on. This entity illustrates the planning and execution of a consumer goods promotion, including definition of promotion-products, promotion-accounts, and promotion-account-products. Also supported are promotion payments, promotion agreements, and observations of store conditions. This entity illustrates the entities and relationships relevant to the training business function. A training curriculum is made up of one or more training courses, which are offered through one or more course offerings. Both courses and curriculums target one or more audience types and have literature associated with them. This entity illustrates the entities and relationships relevant to the training test engine business function. Tests may be defined for one or more course offerings, or for one or more courses, including test questions and possible answers, and may be available in one or more languages. Each test question can be either determined in advance or pulled from a question pool at run time. This entity provides a system for managing the versioned objects in the system including Products, Product Templates (Classes), Attributes, Context Variables, and so on. Versioned Object Definition replaces the Product Configurator infrastructure tables in all previous releases. Warranty coverage is provided by an organization (often the vendor of the product) and covers one or more products that are part of a covered product line. The products covered under the warranty coverage may be specified directly through product warranty coverage entries or indirectly through product line warranty coverage (which specifies coverage for the products that compose the product line).

Textile, Apparel, and Footwear

Time Sheet Trade Promotions Training Curriculum Course Training Test Engine

Versioned Object Definition

Warranty

Additional References
CRM at the speed of light: essential customer strategies for the 21st century, By Paul Greenberg Siebel Unleashed Oracle's Siebel Business Applications Bookshelf Documentation Library, Version 8.1 Siebel Guide

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