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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 to Microsoft Dynamics CRM
Migration Assessment Guide – Oracle Siebel
Page 2
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 Layman’s 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
Microsoft’s 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
Migration Assessment Guide – Oracle Siebel
Page 3
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. 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.
2. The Siebel Data Migration Discovery Tool will serve as an excellent guide to summarize the Siebel
CRM schematic.
3. 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.
4. 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. Evaluate the internally configured and developed customizations and workflows. Review existing
business processes and the release cadence history for adding Siebel features internally.
6. 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. Account for objects and settings such as forecasts, workflows, security settings, reports, and
dashboards that might be difficult to import.
8. Documents and attachments can be difficult to migrate without a well thought out process.
9. Siebel offers mobile and Microsoft Outlook® add-ons. Review functionality to determine how it
maps to Microsoft Dynamics CRM.
10. Siebel Loyalty, Partner Relationship Management, and Contact Center are applications that aren’t
found in all CRM installations. Review these features to determine if they should be migrated in
one process or segmented into different projects.
Migration Assessment Guide – Oracle Siebel
Page 4
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 2010.1 Conversely, Forrester
reported that Siebel’s “application complexity, high cost, and lengthy implementation schedules have
given customers cause for concern in the past.”2 Gartner cautions companies that Siebel deployment
complexity is associated with enterprise-class implementations.3
Siebel
Microsoft
Dynamics CRM Notes
Architecture Client server with
web user interface .NET
Siebel is largely a client server
architecture.
Current Version /
Release Date
8.1 / November
2008
2011 / January
2011
Siebel release cycles are slow due to
the high cost and time investment
required to upgrade.
Supported
Browsers Internet Explorer 8 Internet Explorer 9
Siebel and Microsoft Dynamics CRM do
not support Firefox, Chrome, or Safari.
# of Tables >2,000 tables <200 tables
Typical On-
Premises
Upgrade
6 months to 9
months
2 months to 3
months
Many Siebel implementations are
multi-year projects and corresponding
upgrades can take several months.
Total Cost of
Ownership (TCO) Higher Lower
Minimum
application
license
investment at list
price
U.S. $3,750 and up
per user + annual
maintenance
(Siebel Software
Investment Guide)
$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 editions—most 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.
1 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
Migration Assessment Guide – Oracle Siebel
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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 Communications Consumer eClinical Financial Services Insurance Pharmaceutical Medical
Accounts Customer
Accounts Accounts Accounts
Accounts Accounts
Household
Household Households
Opportunities Opportunities Opportunities
Opportunity (SSE) Opportunities
Opportunities
Contacts Contacts Contacts
Customers/
Contacts Contact
Contacts
Activities Activities Activities Activities
Activities Activities Activities
Employees Employees Employees Employees
Employees Employees Employees
Products Products - External External Products External Products
(Competitive) Product (SSE) Products
External Products
(Competitive)
External Products
(Competitive)
Product Lines Product Lines
Product Lines Product Lines Product Lines
Campaigns Campaigns Campaigns Objective/
Campaign Campaign (SSE) Campaigns
Objective/
Campaign
Agreements
Agreements
Agreements
Agreements
Product Defects
(SSV)
Product Defects
(SSV)
Forecasts Forecasts
Forecasts
Price Lists Price Lists
Price Lists Price Lists Price Lists
Quotes
Quotes
Quotes
Service Requests
(SSV) Service Requests
Service Requests
(SSV) Service Requests
Territories Territories Territories Territories
Territories Territories Territories
Notes
Organization
Notes
Address
Address
Assets Assets
Assets
Assets Assets
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 Consumer eClinical Financial Services Insurance Pharmaceutical Medical
Account Products
Address
Billing Accounts
Billing and Usage
Ordered Service
Elements
Ordered Service
Instances
Parameters
Products - Internal
Quote Items
Quote Solutions
Account Routes
Consumption
Data
Contracts
Internal Products
Invoices
Notes for Quotes
or Literature
Orders
Plan & Trade
Funds
Product Lines
Calendar Entries
(activities)
Catalog Items
Clinical Payments
Clinical Program
Contracts
Document
Tracking
(Activities)
Formularies
Internal Products
Investigators
Activity
Applications
Calendar
Clients
Competitors
Deals
Financial Accounts
Investors
Marketing
Encyclopedia
Organizations
Other**
Policies
Claims
Organizations
Professionals
Catalog Items
Contracts
Internal Products
Issues
Formularies
Medical
Procedures
Objective/Campai
gn
Product
Consumption
Catalog Items
Codes
Corrective Actions
Corrective Actions
Attachments
Corrective Actions
Notes
Internal Products
Issues
Lot Numbers
Medical
Procedures
Migration Assessment Guide – Oracle Siebel
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Communications Consumer eClinical Financial Services Insurance Pharmaceutical Medical
Service Accounts
Service Orders
Work Order Items
Work Orders
Product Target
Promotions
Retail Outlets
Shipment Data
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)
Service Providers
Professional
Addresses
Sales Orders
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
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 Partner
Relationship
Management (PRM)
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 Siebel Contact Center enables agents to handle service, support, and sales
interactions seamlessly across all communication channels.
Understanding the Siebel Architecture (in Layman’s 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 prospect’s 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® Library—BizTalk Adapters for Siebel
Migration Assessment Guide – Oracle Siebel
Page 7
The following table outlines the components in more detail. Please note, these are the names Siebel
references in its installation guide.
Component Acronym Description
Siebel
Webserver
Extensions
SWSE
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.
Siebel
Gateway
Name Server
SGNS
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.
Siebel
Enterprise
Server
SES
The SES component is not a physical server, but just a logical set of entities sharing one
database.
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.
Application
Object
Manager
AOM
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.
Data
Manager DM
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.
Database
Server DS
The DS component is a physical server that runs the database. Siebel supports Oracle,
DB2, and Microsoft SQL Server® database software.
Siebel File
System SFS
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.
Siebel Tools ST
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.
Understanding How to Get Data out of Siebel
Data Quality and Duplicate Record Considerations
Evaluating the core CRM functions—sales, service, and marketing—is not a straightforward exercise. The
terminology, system layout, data structure, and built-in processes are very different between both
vendors.
Migration Assessment Guide – Oracle Siebel
Page 8
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 de-
duping tools, it could increase the migration cost and level of
effort. If Siebel is run in a SQL Server environment, data de-
duplication 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.
Source: Microsoft SQL Server website
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
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 de-
duplication 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 Table Type Table Description Example Table Name
Repository
Tables Store metadata about Siebel Objects.
S_APPLET: Stores Siebel
Applets information
S_BUSCOMP: Stores Siebel
Business Component
Migration Assessment Guide – Oracle Siebel
Page 9
Table
Classification Table Type Table Description Example Table Name
information
S_WFR_PROC: Stores Siebel
Workflow Process information
Data Tables
Base Tables
Store data about various Siebel
entities such as opportunity, quotes,
service requests.
S_OPTY: Stores Opportunity
information
S_SRV_REQ: Stores Service
Request information
S_EVT_ACT: Stores Activities
information
S_DOC_QUOTE: Stores Quote
information
Intersection
Tables
Define a many-to-many relationship,
and provide an intersection between
two business components. A many-
to-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.
S_OPTY_CON: Opportunity and
Contact intersection table
S_ASSET_CON: Asset and
Contact intersection table
Party Table
Unifies all access to data about
relationships between companies
and people (contacts, employees,
partner employees, users) and other
businesses (accounts, divisions,
organizations, and partners).
S_PARTY
Extension
Tables
Store custom information for various
entities. These are extensions of base
tables, connected via implicit join,
and have _X suffixes to their names.
S_OPTY_X: Extension table for
Opportunities
S_DOC_QUOTE_X: Extension
table for Quotes
S_EVT_ACT_X: Extension table
for Activities
EIM /
Interface
Tables
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.
EIM_OPTY: Opportunity EIM
table
EIM_ACTIVITY: Activities EIM
table
Siebel Bookshelf
XM 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_XM: XM table for
Opportunity
S_DOC_QUOTE_XM: XM table
for Quotes
Migration Assessment Guide – Oracle Siebel
Page 10
Simplifying the Siebel Data Structure
As you can see for the various table categories previously described, Siebel’s data structure is very
detailed. Siebel’s 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 doesn’t 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 doesn’t 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, Siebel’s
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 Asset Entity Relationship Diagram
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
Source Siebel Data Model Reference, Page 37
Migration Assessment Guide – Oracle Siebel
Page 11
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.4 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.
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 doesn’t deliver pre-built connectors to social media properties such as Twitter, Facebook and
doesn’t 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.
Microsoft’s Internal Use of Siebel
Microsoft’s 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
Migration Assessment Guide – Oracle Siebel
Page 12
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 minutes—even longer in remote locations
where network latency remains a challenge.5 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.
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.
5 Microsoft IT Business Case for the Global Sales Experience, Powered by Microsoft Dynamics CRM.
Migration Assessment Guide – Oracle Siebel
Page 13
Common Data Migration Best Practices
Best Practice Description
Include legacy record IDs, time stamps, and
owners
This will help identify and reconcile records in the target
system.
Exclude dormant or inactive fields If fields are not used in the source system, they are not
likely to be used in the target system.
Include current records and one to two
years of history
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.
Replace fields with too many pick list
values with lookup fields
Too many pick list values can be difficult to manage.
Consider replacing them with lookup fields and filters.
Run several test imports with small batches
of records
This will provide a process to test the data in the target
system and tweak the data maps and import process.
De-duplicate data prior to import This can be a time-consuming effort; however, it is better
to do it during data migration when the data is being
analyzed.
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
Migration Assessment Guide – Oracle Siebel
Page 14
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 Description
Account The account entity is a key entity in the Siebel Data Model. The account entity is often referred to as an organization unit.
Adjustment Group
Manages the various matrices for pricing, compatibility, eligibility, product promotions, and so on.
Asset Management
Internal products can be made into assets and associated with an account or a contact to register ownership.
Auction 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.
Auto Email Response Generator
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.
CG Promotion Planning
This entity supports the funding of trade promotions in channel management and the consumer goods (CG) industry
Compensation Planning Administration
The administration activities of compensation planning involve setting up salary structures such as salary plan, salary grades, and job codes
Compensation Planning Execution
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.
Competency Management System
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.
Content Management
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.
Contract Conditions
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.
Migration Assessment Guide – Oracle Siebel
Page 15
Siebel Entity Description
Contracts
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.
Data Visibility
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.
Dun & Bradstreet Integration
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.
Employee KPI 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.
Expense Reports
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.
Field Service Inventory
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.
Field Service Scheduler
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.
Forecasts
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.
High Tech Marketing Development Fund
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 partner-specific fund or general fund. MDFs (programs) provide the brand owner with the ability to make marketing funds available to partners in a programmatic way.
Invoicable Charges
This entity represents financial transactions, such as charges and credits.
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Siebel Entity Description
Invoices 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.
Lead Management
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.
Marketing Budget Request
This entity represents the process for budget requests and marketing tactics, marketing funds, and purchase orders.
Marketing Campaign
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.
Marketing Collaboration
This entity assists marketers in maintaining the balance between the need for consistent customer management among partners and effective brand building with local expertise.
Marketing Encyclopedia
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.
Marketing Event Driven Dialogue
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.
Marketing Events
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.
Marketing Plans
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.
Marketing Program
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.
Marketing Resource Management Document
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.
Opportunity Management
This entity shows opportunity (or lead), including relationships to contacts, employees (generally sales representatives), products, accounts, and so on.
Order Life Cycle
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.
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Siebel Entity Description
Orders
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.
Partner Collaboration
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.
Partner Program Registration
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.
Party Model
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.
Payments 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.
Performance Review
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.
Personal Account 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.
Personal Financial Review
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.
Pricing
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.
Pricing Comparison
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.
Product Promotion
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.
Product Quality Tracking
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.
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Siebel Entity Description
Product Recommendation
This entity provides a system for managing product recommendations for up-sell or cross-sell. Product recommendation allows the user to clearly define the messages, the set of possible responses, and the recommendation itself.
Products or Services
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.
Professional Services
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.
Revenue
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.
Sales Hierarchy and Credit Assignment
This entity allows organizations to build sales hierarchies on top of sales territories and to assign sales credits to territories and positions accordingly.
Sales Portfolio Management
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.
Service Agreement
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.
Service Calendars and Work Shifts
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 Request
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.
Shipment 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.
Siebel Assistant Personal or corporate sales planning items can be defined to serve as template assessments or template activity plans.
Territory Management
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.
Territory Quota Rollup
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.
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Siebel Entity Description
Textile, Apparel, and Footwear
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.
Time Sheet 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.
Trade Promotions
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.
Training Curriculum Course
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.
Training Test Engine
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.
Versioned Object Definition
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
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).
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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