siebel ucm
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COURSE AGENDA
Day 1 Module 1 : Review of CDI Architecture Module 2 : Overview of Application Integration Module 3 : Initial Data Loads into UCM Module 4 : The UCM Batch Workflow and SDH tables
Day2 Module 5 : UCM Messaging and CRMML Module 6 : UCM Server Party Package Workflows Module 7 : The UCM Batch Management Workflows Module 8 : Publish and Subscribe Module 9: Wrap-up
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Module 1: Review of Siebel CDI Architecture
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The CDI Solution The Customer Data integration(CDI) solution consists of three
products
CDI
SDQUCM UAN
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UCM = Universal Customer Master What is UCM? A Siebel horizontal application which is the central master
database/application for storing any and all customer information . What it does?
1. Acts as a central repository of customer data. 2. Keeps customer information in synch with other systems in the enterprise, thus giving a “360° real-time true picture” of the customer.
In a typical large enterprise, you have hundreds of various proprietary and legacy applications which deal with different parts of the customer information , some deal with service data, some with sales data, some others purely with demographics and contact data. UCM has the capability to synchronize and bring together all this data to give a single unified view of the customer as a whole.
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SDH = Source Data and History tables
The central components of the CDI solution are the Source Data and History (SDH) tables associated with UCM
1. Provide a mechanism to maintain audit-trace of changes happening to the customer record.
2. Provide a staging area for data quality. External systems first integrate with these SDH tables when
sending data to UCM, UCM will then in turn use it’s data quality rules to sort out the “good” updates from the “bad” ones and apply the “good” ones to the base tables while storing the “bad” ones too for audit purposes.
E.g. In an enterprise, suppose you have a .NET based sales application and a legacy service application, both storing the customer’s contact number. If the enterprise feels that it’s service department is more likely to have a more current contact number of the customer, you can define the service application with a higher confidence level for updating this field. In cases where both applications are sending simultaneous updates to this field, both updates will be stored in the SDH tables, but the one from the service application will get applied to the base table.
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UCM Data Model Is an extension of Siebel Data model
Source, Data and history tables are added. UL
BL
DL
Applet View Screen ApplicationList Column/Control
Field
SDH
Column
BC BO
SDH
table
.
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Source Data and History types SDH data contains several types of records distinguished by a
Type value— Each record is one of the following types:
1. History2. Source3. Merged4. Cleansed5. Queued6. Unmerge7. Batch
A single transaction typically results in the creation of multiple Source data and history records.
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Source Data and History : Data schema
Provide the infrastructure necessary to support child structures Example : addresses for contacts
S_ORG_EXT
S_UCM_ORG_EXT
S_UCM_ORG_CHLD
S_UCM_CONTACT
S_UCM_CON_CHLD
S_CIF_EXT_SYST
S_CONTACT
Source data History Table
Base table
Source Data History Child table
External System information table
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UCM Application Integration Revolves around integrating to these SDH tables First basic CDI configuration must be performed
1. Systems registered2. Data quality configured3. Survivorship configured
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CDI Configuration External System Registration
Data Quality Configuration
Survivorship Rules
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External System Registration Every operational application that connects to UCM must register
with UCM. After registration, a system’s privileges and accessibility can be
defined1. Query2. Insert3. Update4. Delete
Defines grant access to Siebel UCM Privileges are granted at the BO layer
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How to register an external application with UCM
Use the system registration view1. Select Administration –Universal Customer Master > System
registrations2. Click New3. Enter a system name, id and protocol type(HTTP,MQSeries)4. Below System registrations applet Select New and assign BO
privileges in theSystem Privileges.
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Registering an External Application
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External System referencing: Cross-Referencing
Cross-referencing stores source identification information for data in the UCM UCM stores identification information about external systems
that have been registered. Cross-referencing provides a one-to-many mapping of customer
records acrossmultiple systems
Allows UCM to keep track of the same customer record across multiple systems
A single UCM record maps to one or many records in any registered application
UCM supports cross-referencing for the following objects:1. Contacts2. Accounts3. Households
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Cross-Referencing Cross-reference entries are created automatically with the creation
of every new account, contact, or household record External systems send requests to insert a record
If there is an existing cross-reference entry, the entry is updated
If there is no existing cross-reference entry, a new record is inserted
The system ID is the value assigned when the system was registered and system name is the associated name There are multiple possible external Ids to account for
situations where multiple records in an operational application map to a single record in UCM Only the first is stored in the ID tag in a message request,
by default
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External System Referencing: Universal Unique ID (UUID)
Another mechanism to track the same record across multiple applications Instead of keeping track of the system IDs., UCM publishes a
UUID to the operational application
The UUID is not exposed in the user interface Is stored in a column of the S_PARTY table Can be exposed using Siebel Tools
Many customers use cross-referencing and the UUID at the same time
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Data Quality Options Data quality consists of
1. Data Cleansing2. Data Matching(De-Duplication)
Data Cleansing1. Address validation and standardization2. Capitalization3. Abbreviations
Data Matching identifies possible duplicate records for account,contact and prospect records
Identify duplicates and merge them based on certain key attributes.
E.g. from our previous case, if we decide that the key attributes of a unique customer are : first and last names and say the passport number. So, assuming we have the passport number stored in both the .NET and J2EE application, data matching in UCM will be able to identify that customer # 1-123 and AKS123 are one and the same.
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How to configure Data Quality To configure data quality :
1. Enable the data quality component group2. Set data quality parameters3. Specify data quality settings4. Specify data quality settings: Site Map > Administration
—Data quality > Data quality settings During integration cycle disable deduplication to simplify the
environment.
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What to Do with Duplicate Records Once suspect duplicate have been identified, the records can be
evaluatedand: Merged with existing records Introduced as new UCM records (promoted)
For records that are merged, UCM: Stores the duplicate record, with Merged as the type, and the
surviving record, with History as the type, in the Source Data History table
Merges parent records using survivorship rules to generate a new merged surviving parent record
Updates the parent surviving record with the new merged surviving record
Deletes the duplicate record
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Survivorship Rules Customer data originates in multiple systems Conflicts arise when different sources have different data for the
same attributeFor eg: two systems have different addresses for customer
The role of UCM is to resolve these conflicts, which ensures that the best version record survives
Survivorship rules are an automated mechanism for consolidating customer data to produce a best-version record Evaluates updates from each registered system Applies rules to determine which is the best value for each
attribute Can be constructed by a system integrator or a CDI data
steward
Three comparison methods Recent History Source
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Survivorship Rules and Match Scores UCM allows two thresholds to be set depending on the match
scores from the matching process
High Score - 90
Low Score - 70
Records with high match scores can be auto-merged, applying survivorship rules
Records with match scores in the middle will be brought to the attention of the data steward for manual review and resolution
Records with low match scores will be left as separate records
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Setting Match Thresholds Auto-threshold: Determines the high matching score threshold
Account Auto Threshold Contact Auto Threshold
Manual threshold: Determines the low matching score threshold Account Manual Threshold Contact Manual Threshold Can be constructed by system integrator or CDI data steward
Can be set by a system integrator or a CDI steward
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Survivorship Rule Structure Employ comparison criteria to determine if a new value for a given
attribute coming from any source is better than the existing value in the best-version record Three comparison methods:
Recent History Source
Multiple rules can be constructed for each object (account or contact) but only one rule can be active at a time
Use attribute groups A group of fields that survive or get overwritten together Makes survivorship rule creation less cumbersome
Each field within an object can only be included in a single attribute group To avoid survivorship rule conflicts
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Building Survivorship Rule Three primary steps:
Create an attribute group for the survivorship rule Create the survivorship rule logic Activate the survivorship rule
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Setting Survivorship Rules
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Unmerge For records that have been merged
Surviving record--- record that remains after the merge Victim record ----- record that is merged and ceases to exist
If merged records are unmerged after changes have been made to be the merged (surviving) record All changes and updates since the merge will be applied to the
surviving record The victim record will be resurrected from the Source Data
history tableA
B
A1
A2
BA2
MergeUnmerge
Changed to merged record
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Outbound Data Flow: Publish and Subscribe
Publish and subscribe allows records inserted or updated in UCM to be published to external systems Publication can be targeted to any system registered with UCM
The mechanism for publication is a Siebel Workflow Workflow policies track changes to UCM records and flag them
for production Then Workflow processes collect the appropriate information
and guarantee publication of changes to specified (subscribed) systems
Publish and subscribe requires that publication parameters be specified Can be real-time or daily-batch
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Module 2: Overview Of Application Integration
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Application Integration and the UCM SDH tables
UCM integration extends the EAI toolset by transferring data to SDH tables prior to placing data into Siebel base tables
SDH tables provide a queuing station for processing incoming records
Records can be analyzed for future processing Data must be processed at this layer before entering standard
Siebel base tables
This is the source of integration process differences between UCM and
the standard Siebel CRM Enterprise product
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Data Transfers to SDH tables Data transfers to SDH tables use traditional methods
Data layer data loads via the EIM Business layer data loads via standard integration application
procedures Data transfers paths to SDH tables analogous to standard CRM
case No data cleansing or matching
SDH Tables Base Tables
Business Layer Data Loads
Data Layer Data Loads
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Data Transfers to Siebel Base Tables Are independent of how data is placed on SDH tables
Data layer Business logic layer
During this transfer(insert) data quality is activated Cleansing and matching Application of survivorship rules
Implemented as a UCM workflow process– The UCM Batch Manager
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UCM Service Requests External Systems request services from a UCM application
Insert Query Update Delete
UCM must determine which external system is requesting the service To validate privileges
The System ID must be supplied in addition to the traditional inputs even if the UCM application is not physically connected to an external operational system
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UCM External System Parameters Request for service can only be accepted from a known
source Registered system
System ID System Name
The records to be operated on also have UCM specific information associated with them Unique external record ID Unique user ID Transfer code describing data transfer mechanism
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Inbound Data flow for the business layer
Request for UCM application services Submitted through a (CRMML) input file Security service checks privileges of requesting external
system Transaction service executes operations
Siebel AdapterThrough
Dispatch Service
Security and Transaction Services
Input data (CRMML)
Outbound Data
To SDH tables
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CRMML Input Files Contain
Information about external system --- system ID Service being requested Methods and arguments to be used
User does not have to build the integration objects Internal integration objects provided by the UCM application The CRMML file directs the UCM application on which the
integration object to use
User does not have to specify UCM specific record information The UCM application will make these assignments when placing
records on SDH tables
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Security and Transaction Services The security service checks the system ID specified in the input
(CRMML) file for Insert ,Update, Query and Delete privileges If the system is not registered data will not be processed
Transaction manager will perform the requested operations Uses an internal UCM integration object to obtain the data
necessary to process a request
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Implementing Inbound Data Flow at the Business Layer
Inbound Requests are processed by a workflow process HTTP Queue Based File Transport
Protocol specified when system is registered
Siebel Adapter Through Dispatch
Service
Security and Transaction Services
Input Data
(CRMML)Outbound Data
To SDH tables
Server Party Package
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Inbound/Outbound Processing UCM has automated much of the inbound processing --- a user
must:Prepare input(CRMML) file
Run (appropriate) Server Party Package workflow to place records of SDH tables
Run UCM Batch workflow to activate data quality and place data on Siebel base tables
The UCM application supports an outbound publish and subscribe facility
Insert and Update records can be published to external system subscribers
Individually or as a groupIn batch or real time mode
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Module 3: Initial Data Loads into UCM
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Populating UCM Data Use business layer imports to enter , update or delete small
amounts of data in the base tables Use the EIM server task to populate the SDH tables ( through
interface tables)
Use the UCM batch manager to transfer data from SDH tables to Siebel Base tables
Cleanse and matchNon-Siebel loading tool
External data – may be
cleansed
UCM Database
Interface table
UCM SDH tables
Siebel Base tables
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Staging Tables The UCM application uses two sets of staging tables before making
data available to the Business Logic layer through Siebel Base tables
The EIM staging tables: Data is staged to be transformed into a Siebel standard format
The Source ,Data and history tables: Data is staged for cleansing and matching
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Data Quality Options for Initial Loads Data may be cleansed and matched while being transformed from
the source , data and history tables or preprocessed before loading into EIMtables
Cleansing and matching during data import adds loading latency ----time overhead
If the Siebel Universal Connector is being used for cleansing and/or matching , it will need to be integrated into the application
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Siebel Base Tables User data is stored in one or more Siebel base tables Relationships between base tables (referential integrity) rely upon
primary and foreign keys based on ROW_IDs ROW_ID is the system primary key for every base table ROW_ID is a system-generated value
PK
S_BU
PK
S_ORG_TXT
FK FK
S_ADDR_ORG
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User Keys Based on multiple columns, user keys are used to uniquely identify
a row for EIM Primary and foreign keys based on ROW_ID are used for system-
wide referential integrity
ROW_ID Name LOC BU_ID
PK FKUser Key
S_UCM_BUS_ORG_EXT
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UCM Data Loads Loading Data into the EIM Tables Loading Data from the EIM Table to the SDH Tables Loading Data from the SDH Table to the Base Tables
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Interface Tables Staging area for data to be imported, updated, or merged into
Source Data and History (SDH) Staging area for data imported by EIM EIM tables do not have ROW_Ids assigned
External Data
External Database
EIM_UCM_ORG
Interface Table
S_UCM_ORG_EXT
S_UCM_CONTACT
SDH Tables
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Populate Interface Tables Populate source data into interface tables using a non-Siebel
process Use database vendor utilities to load data from flat files Use SELECT INTO to pull data from other SQL databases Write programs or stored procedures to cleanse or preprocess
and insert rows Use direct SQL insert, update, or delete statements to update
columns in EIM tablesExternal Data
Non-Siebel process
EIM_UCM_ORG
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Required Interface Table Columns In addition to standard non-nullable columns
IF_ROW_BATCH_NUM ---- Batch number IF_ROW_STAT --- Status ROW_ID – Row ID
The UCM application also requires a non-null inputs UCM_UID – A unique UCM record identifier UCM_TYPE_CD --- SDH type (example : batch for initial loads) EXT_SYSTEM_NUM – External System ID UCM_EXT_ID --- A unique external record identifier (usually
assigned by the external system)
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Source History Data (SDH) and EIM Schema
UCM Source Data History and EIM Tables
S_UCM_ORG_EXT Source and History table for accountsS_UCM_CONTACT Source and History table for contactsS_UCM_ORG_CHLD Source and History table for child objects
of accountS_UCM_CON_CHLD Source and History table for child objects
of contactEIM_UCM_ORG EIM interface table for S_UCM_ORG_EXTEIM_UCM_CON EIM interface table for S_UCM_CONTACT
EIM_UCM_ORG_CHLD EIM interface table for S_UCM_ORG_CHLDEIM_UCM_CON_CHLD EIM interface table for S_UCM_CON_CHLD
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Referential Integrity User key column mappings in interface tables are used to resolve
ROW_Ids for SDH tables, maintaining referential integrity
User key
1-8DFK(ROW_ID)
PK(ROW_ID)
1-8D
Interface Table
UCM SDH Tables
Acme
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Enterprise Integration Manager (EIM) Server task that manages the exchange of data between Interface
tables and Source Data History tables
EIM_UCM_ORG
External Data
S_UCM_ORG_EXT
S_UCM_CONTACT
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Running the Enterprise Integration Manager
The EIM server task is run as a workflow from Administration – Server > Jobs
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Run as EIM Task with Parameter Settings
Creates an operating system (OS) process that writes log entries, reads an .ifb file, loads a dictionary and executes EIM steps
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Configuration (.ifb) file Role for initial data loads
Specifies the batch , order and type of processing desired Should be placed in c:\Susrvr\siebsrvr\ADMIN
For imports [Siebel Interface Manager] PROCESS = IMPORT EIM_UCM_CON [IMPORT EIM_UCM_CON] TYPE = IMPORT TABLE = EIM_UCM_CON BATCH = 100 ONLY BASE TABLE = S_UCM_CONTACT
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Use Log Information to Troubleshoot Navigate to Administration – Server > Tasks
Error information in Task view or log file
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Verify Data Load into SDH Tables Navigate to Administration – Universal Customer Master > Contact
(Account) > Source Data and inspect the Source Data table
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UCM Batch Manager Transfers data from SDH tables to Siebel Base tables Implemented by separate workflows for Accounts and Contacts
UCM Account Batch Data Management workflow UCM Contact Batch Data Management workflow
S_UCM_ORG_EXT
SDH table
SDH table
Base column
Base Table
S_ORG_EXT
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Running the UCM Batch Manager The UCM Batch Manager is run as a workflow from Administration-
Server > Jobs
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Verify the Data Load into Siebel Base Tables
Navigate to Site Map > Contacts (Companies) > Contacts(Accounts) List and inspect the list
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Determining Data Mapping Need to analyze and determine :
Which Siebel base table columns will store external source data Which interface (EIM) tables and Source Data History (SDH) tables will be used to import from source to destination
Source (External
How to get there
Interface(EIM)
SDH
Destination(base)
Where data ends up
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How to Get There After verifying and documenting the source-to-base data mappings,
determine EIM-to-SDH and SDH-base mappingsSource Entity
Source Attribute
EIM Table and Column
SDH Table and Column
Base Table Base Column
Customer Name S_ORG_EXT NAME
Customer Phone S_ORG_EXT MAIN_PH_NUM
Address S_ADDR_ORG ADDR
S_ADDR_ORG CITY
S_ADDR_ORG ZIPCODE
Interface(EIM) SDH
(UCM)
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Table Column Mappings Can be determined using Siebel Tools
EIM Interface tables Source Data History Tables Source Data History Tables Base tables
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Module 4: The UCM Batch Workflow and SDH Tables
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The UCM Batch Manager and SDH Tables
This module will discuss two aspects of UCM Batch Manager operations on SDH tables. Data transfer to Siebel Base Tables Data transfer for child objects
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The UCM Batch Manager Batch processes insert requests queued on the Source, Data ,and
History (SDH) tables Initial data loads (legacy systems) Incremental inserts
Moves records from SDH tables to Siebel base tables Example: S_UCM_CONTACT S_CONTACT
Two flavors of batch workflows for accounts and contacts UCM Account Batch Data Management Workflow UCM Contact Batch Data Management Workflow
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UCM Account Batch Data Management Workflow
Start
Query by Id
CDM Cleanse
CDM Match
Get Error Code
Match id?
Error? ProcessNoMatch
ProcessAutoMatch
ProcessReview
Error? Converter
PubSub
End
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UCM Batch Workflow Steps Query By Id CDM Cleanse CDM Match Process NoMatch Process AutoMatch Process Review
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Query By ID Invokes the Query method of the EAI Siebel Adapter business
service Reads an object to be inserted from a SDH table Outputs a Siebel message
Query By Id
OutputintObjectName
PrimaryRowId
SiebeMessage
Workflow Process Props
SDH int Obj Name
Object Id
Siebel Message
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CDM Cleanse Invokes the Cleanse method of the UCM Data Quality Manager
business service Reads a Siebel Message containing object to be inserted from
SDH table Outputs a cleansed XML representation of the original Siebel
Message
CDM Cleanse
IntObjectName
SiebeMessage
XML Hierarchy
Workflow Process Props
Base int Obj Name
Siebel Message
Cleansed Prop
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CDM Match Invokes the Match method of the UCM Data Quality Manager
business service Reads an XML representation of a Siebel Message containing an
object to be inserted from SDH table Output indicates if record is a duplicate and the auto-merge
level
CDM Match
XML Hierarchy
NumAutoMatch
MatchingrowId
Workflow Process Props
Cleansed Prop
Number of AutoMatch
Cleansed Prop
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To Merge or Not to Merge The workflow splits the output of the match process into three
cases (CaseType) No match ---- insert record Potential match --- activate survivorship rule to determine if
merge is appropriate Transfer record for manual resolution
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Process NoMatch Is activated in the event that the incoming record is not scored as a
match Record is inserted Invokes the HandleMatchCase method of the UCM Batch
Manager business service
ObjectType
XML HierarchyProcess NoMatch
CaseType
TurnOnSE
XML Hierarchy
Workflow Process Props
Matching Id
Turn On Survivorship
Processed Prop
Object Type
Cleansed Prop
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Process AutoMatch Is activated in the event that the incoming record is scored as a
match Record evaluated by survivorship rule --- is either merged or
inserted Invokes the HandleMatchCase method of the UCM Batch
Manager business service
ObjectType
XML Hierarchy
Process AutoMatch
MatchingRowId
TurnOnSE
XML Hierarchy
Workflow Process Props
Matching Id
Turn On Survivorship
Processed Prop
Object Type
Cleansed Prop
CaseType
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Process Review Is activated in the event that the incoming record is scored as a
match but not resolved by survivorship rule Record is posted in Duplicate (Accounts) view Invokes the HandleMatchCase method of the UCM Batch
Manager business service
ObjectType
XML Hierarchy Process Review
CaseType
XML Hierarchy
Workflow Process Props
Processed Prop
Object Type
Cleansed Prop
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Post Process Activities In the event that the record is resolved through an insert or a
merge A real-time message can be published
In the event record is queued for manual resolution The workflow is terminated and no information is published(in
real--time mode)
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Address for Contacts Contact business objects come preconfigured with address child
busniess components
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The UCM Data Model and Child components
All UCM child components for each business object (Account and Contact) are stored in one table The explicit component object type is configured in each UCM
business component to distinguish the child components
Field
SDH
Column
BC BO
SDH
table
Busniess Layer
Data Layer
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Address for Contacts Contact business objects come preconfigured with address child
business components
UCM Contact SDH
UCM Contact Address SDH
S_UCM_CONTACT
S_UCM_CON_CHILD
Primary Business
Component
Business Component
Table
UCM Contact SDH
Business Object
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Source Data and History : Data schema
Provide the infrastructure necessary to support child structures Example : addresses for contacts
S_ORG_EXT
S_UCM_ORG_EXT
S_UCM_ORG_CHLD
S_UCM_CONTACT
S_UCM_CON_CHLD
S_CIF_EXT_SYST
S_CONTACT
Source data History Table
Base table
Source Data History Child table
External System information table
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Creating UCM SHD Child Business Components
The UCM data model can easily be extended to include custom SDH components
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Example: Address for Contacts The UCM SDH Contact Address business component is UCM Contact
Address Source Data and History
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Custom Child Business Components Name Business Components and Tables
Assign Data Fields
Configure UCM Fields
Configure UCM Batch Workflow
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Name Business Components and Tables
Copy the Siebel base business component and rename it Siebel suggested standard child business component names: “UCM” + <Parent BC Name> + <Child BC Name> + “SDH”
Copy of UCM Contact Address Source Data and History
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Assign Data Fields Change the predefined column names (‘ATTRIB_N’) for the business
component to the UCM SDH table Name field
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Configure UCM Fields There are five UCM specific fields that must be configured
Component Field Name
Column Predefault Value
Object Name OBJECT_NAME Party Object name(Account/Contact)
Object Table OBJECT_TABLE UCM Party base table
Object Type OBJECT_TYPE Equal to child name
Par Rpw Id PAR_ROW_ID Parent Row IdUCM UId UCM_UID Field identifier
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Configure UCM Batch Workflow The OBJECT_TYPE is used for the search specification in the UCM
Batch Workflow parameter list Search Specification = Object Type
Example for Addresses: [Object Type] = ‘address’
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Module 5: UCM Messaging and CRMML
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CRMML An XML based markup language for data exchange and remote
business process invocation Used for communication with UCM
Inbound requests (insert, query, update, delete) Responses Publishing messages
Back-OfficeApplication UCM
Request
Response
Publication
These exchanges use CRMML messages
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Example: Insert Contact Profile <CRMML> <CRMHeader> <FromSystem> <SystemInfo> <SystemId>System123</SystemId> <SystemName>External App</SystemName> </SystemInfo> </FromSystem> <ToSystem> … </ToSystem> <MessageDescriptor> … </ MessageDescriptor> </CRMHeader> <CIFPartyPackage> <InsertContactProfile> <Contact> <FirstName>Test</FirstName> <LastName>Contact</LastName> …. </Contact> <InsertContactProfile> </CIFPartyPackage> </CRMML>
Requested transaction,or ‘method’
Method “argument”
‘System’ requesting the info
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CRMML and Integration Objects Integration Objects
Define the structure of the CRMML message Are used as templates to create memory-resident instances
of data for processing by business services UCM provides integration objects for different parts of the
CRMML messageIntegration Object
TypeDescription
Envelope Integration Object
Represents CRMML header structure
Dispatcher map integration object
Contains rule sets for mapping from method to integration objects
UCM integration objects Represent the method argument (Contact, Account, etc)
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CRMML Header Contains
Information identifying sending and receiving systems Used by Universal Customer Master for security
verification Message descriptor identifying the message
<CRMHeader> <FromSystem> <SystemInfo> <SystemId>System123</SystemId> <SystemName>External
App</SystemName> </SystemInfo> </FromSystem> <ToSystem> … </ToSystem> <MessageDescriptor> … </ MessageDescriptor> </CRMHeader>
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CRMML Header : System Info Used to describe both the sending and receiving systems
<FromSystem> - sender <ToSystem> - receiver
For inbound messages, FromSystem SystemId is matched against registered systems as part of UCM’s security check
<Systeminfo> <SystemId>123-456-789</SystemId> <SystemRole>Insurance App</SystemRole> <SystemName>Client System</SystemName></Systeminfo>
SystemId used for security
verification
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CRMML Header : Message Descriptor Identifies the message
MessageId : Unique ID for the message Timestamp: when message was issued TimeToLive: how long (after timestamp) message is valid TransactionScope : reserved for future use
<MessageDescriptor> <MessageId>1T3D2005083115:45:32</MessageId> <TransactionScope>any</TransactionScope> <Timestamp>Sunday</Timestamp> <TimeToLive>OneYear</TimeToLive></MessageDescriptor>
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CRMML Header : Summary CRMHeader element has the following structure
<CRMML>
<CRMMLHeader>
<Body>
<FromSystem>
<ToSystem>
<MessageDescriptor>
<SystemInfo>
<SystemInfo>
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CRMML Header: Integration Object The CIF Envelope Integration Object is used to process the CRMML
Header
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CRMML Body Contains one or more message elements representing:
Inbound requests from an external applications to insert, query, update, or delete a database object
Outbound response to a requested transaction Outbound publication messages to be sent to an
external subscribing application Each message element includes:
Software package – must be CIFPartyPackage Method --- the requested action Argument – the argument to the action
<SoftwarePackage> <Method> <Argument>
<CIFPartyPackage> <InsertContact> <Contact>
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Mapping to Integration Objects UCM methods and arguments are mapped to integration objects
according to a set of mapping rules These mapping rules define:
What methods are allowed What arguments those methods take
<CIFPartyPackage> <InsertContact> <Contact> <LastName> </LastName> <FirstName> </FirstName>
…….
CIFContact
Contact
FirstNameLastName
Methods contain Arguments,which contain Fields
Integration Objects contain Integration Components, which contain Integration Component Fields
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Mapping to Integration Objects Continued
The mapping rules are defined in user properties of a mapping integration object The default mapping object is CIFDispMap
CRMML/CIFPartyPackage/InsertContact -> CRMML/CIFPartyPackage/InsertContact;a;b;CIFContactInsert;CIFContactInsertRs; IXML_Operation_ADD
Envelope Package Method
Integration Object for inbound
requests
Integration Object for outbound responses
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CRMML Structure: Summary Structure of a base CRMML message
<CRMML>
<CRMHeader>
<CIFPartyPackage>
<FromSystem>
<ToSystem>
<MessageDescriptor>
<SystemInfo>
<SystemInfo>
<InsertContact> <Contact>
Package Method Argument
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Complex CRMML Messages Arguments may contain sub-arguments
For example: Contacts contain addresses These sub-arguments are represented by sub-elements in the
CRMML message
Method<InsertContactAddress>
Argument<Contact>
Method<InsertContactAddress>
<Contact_INSPersonalAddress>
<Contact_INSPersonalAddress>
<Contact_INSPersonalAddress>
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Example: Insert Contact Address <CRMML> <CRMHeader> ….</CRMHeader> <CIFPartyPackage> <InsertContactAddress> <Contact> <FirstName>Test</FirstName> <LastName>Contact</LastName> <ListOfContact_INSPersonalAddress> <Contact_INSPersonalAddress IsPrimaryMVG=“Y”> <INSPersonalStreetAddress>100 Main St.</ INSPersonalStreetAddress> <INSPersonalCity>York</INSPersonalCity> <INSPersonalState>AL</INSPersonalState> <INSPersonalPostalCode>78221</INSPersonalPostalCode> <INSPersonalCountry>USA</INSPersonalCountry> </Contact_INSPersonalAddress> <Contact_INSPersonalAddress IsPrimaryMVG=“N”> <INSPersonalStreetAddress>50 Center St.</INSPersonalStreetAddress>
……. </ListOfContact_INSPersonalAddress> </Contact> </InsertContactAddress> </CIFPartyPackage> </CRMML>
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Module 6: UCM Server Party Package Workflows
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Party Package Workflows Handle incoming requests
Check source system privileges Create memory-resident instances of data for processing by
business services, based on integration object definitions Execute requested operation Return response to requesting system Publish (real-time) to subscribing systems
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Party Package Workflows continued
Include
Workflow Process Name DescriptionUCM Server Party Package Workflow (File Transport)
Reads CRMML message from a file and writes response to a file (for testing)
UCM Server Party Package Workflow (MQSeries Server Transport)
Used for HTTP and MQSeries message transports.
UCM Server Party Package Workflow(MQSeries Server Transport Error Handling)
Also for HTTP and MQSeries transports, Models error handling.
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UCM Server Party Package Workflow (File Transport)
Workflow is composed of the following steps:
Start Read From File
Convert to XML Hierarchy
Dispatch Message
SecurityCheck
Convert Request In
TransactionManager
Convert Request
Out
RealtimePub/Sub
Convert to Hierarchy
PubSub
Write To File
End
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Read From File Invokes the Receive method of the EAI File Transport business
service Reads contents of a file into string Input file should contain a valid CRMML message
WorkFlow Process Props
Input File Name
XML
Read From File: EAI File Transport Receive
File name
<value>
Start
Convert to XML Hierarchy
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Convert to XML Hierarchy Invokes the XMLDocToXMLHier method of the XML Hierarchy
Converter business service Converts an XML string into an XML hierarchy object
WorkFlow Process Props
XML
Core Req Prop
Convert to XML Hierarchy: XML Hierarchy Converter XMLDocToXMLHier
<value>
XML Hierarchy
Dispatch message
Read From File
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Dispatch Message Invokes the DispatchMessage method of the UCM Dispatcher
business service Verifies structure of CRMML message Acts information to message components that is used by
downstream business servicesWorkFlow Process Props
Core Req Prop
Disp Req Prop
Dispatch Message: UCM DispatcherDispatchMessage
XML Hierarchy
Security Check
XML Hierarchy
Convert to XML Hierarchy
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Dispatch Message Continued
Uses two integration objects, specified as user properties of the business service, to represent the message
User Property Name
Value
DispatcherMapName
CIFDispMap
XMLEnvIntObjectName
CIF Envelope
Integration object used to process body
Integration object used to process header
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CIF Envelope Integration Object Defines the allowed structure of the CRMML message header.
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Dispatcher Map Integration Object Contains a set of rules to map methods to integration objects used
to process those methods Each rule is a user property of the mapping integration object
Name identifies the message content that must be matched Value specifies the information that should be added to the
method when a mapping is found
CRMML/CIFPartyPackage/InsertContact -> CRMML/CIFPartyPackage/InsertContact; a;b;CIFContactInsert;CIFContactInsertRs;IXML_Operation_ADD
Integration Object for inbound
requests
Integration Object for outbound responses
Operation for the business process
Reserved for future use
Location where information gets
inserted
Content to match in order to trigger this
rule
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Dispatch Message Continued
Sample message before Dispatcher additions
<CRMML> <CRMHeader> ……. </CRMHeader> <CIFPartyPackage> <InsertContactProfile> <Contact> …. </Contact> </InsertContactProfile> </CIFPartyPackage> </CRMML
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Dispatch Message Continued Sample message after Dispatcher additions
<CRMML SiebelFINSObjType=“Envelope”> <CRMHeader SiebelFINSObjType=“Header”> ….. </CRMHeader>
<CIFPartyPackage SiebelFINSObjType=“Body”> <InsertContactProfile SiebelFINSOperation=“IXMLOperation_ADD” SiebelFINSIntObjName=“CIFContactProfileInsert”
SiebelFINSRespIntObjName=“CIFContactProfileInsertRs” SiebelFINSMapOut=“b” SiebelFINSMapin=“a”> <Contact> ….. </Contact> </InsertContactProfile> </CIFPartyPackage> <CRMML>
Content added here
Additional content added by Dispatcher
Dispatcher adds these attribute values which come from the triggered mapping rule
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Security Check Invokes the SecurityCheck method of the UCM Security
Manager business service Verify the SystemId in the message header against system
registrations Return an error if the system is not recognized
For each method in the request, verify that the system has the privilege required to execute the operation Failed operations are removed from the request and
put into the ‘Fail Security Req Prop’ property set
WorkFlow Process Props
Disp Req Prop
Fail Security Req Prop
Security Req Prop
Security Check: UCM Security Manager Security Check
XML Hierarchy
Security Check
XML Hierarchy
Dispatch Message
FailSecurityHierarchy
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Security Check Continued
User properties map operation (inserted by the Dispatcher) to privileges (assigned to systems in system registration)
Operation Name PrivilegeIXMLOperation_ADD InsertIXMLOperation_DELETE DeleteIXMLOperation_QUERY QueryIXMLOperation_UPDATE Update
In order to perform this operation Requesting system must be
registered with this privilege
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Convert Request In Invokes the XMLPropSetToPropSet method of the UCM Converter
business service Each method is converted into the format required by the
Transaction Manager Requesting System information is extracted from the header to
make it available to downstream business services Uses integration object, CIF EnvelopeWorkFlow Process
Props
Security Req Prop
CIF System prop
Tran Req Prop
Convert Request In: UCM ConverterXMLPropSetToPropSet
XML Hierarchy
Transaction Manager
XML Hierarchy
Security Check
CIFSystemContainer
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Convert Request In Continued
Sample converted method
<CIFPartyPackage….> <InsertContactProfile….> <Contact> <FirstName>Test</FirstName> <LastName>Contact</LastName> <Status>Active</Status> ….. </Contact> </InsertContactProfile></CIFPartyPackage>
<CIFPartyPackage….> <ListOfCIFContactProfileInsert….> <Contact> First_spcName=“Test” Last_spcName=“Contact” Status=“Active” ….. /> </ListOfCIFContactProfileInsert></CIFPartyPackage>
Before After
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Transaction Manager Invokes the Execute method of the UCM Transaction Manager
business service Performs operations in message by invoking services
configured in its user properties
TurnOnSE
WorkFlow Process Props
Tran Req PropTurn On Data Mgmt Turn On Survivorship Status Object
Notification Req Prop
Trans Resp Prop
Transaction Manager:UCM Transaction Manager Execute
XML Hierarchy
Convert Request Out
XML Hierarchy
Convert Request In
TurnOnDM
StatusObject NotificationHierarchy
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Transaction Manager Operations Supported Operations
Operation DescriptionInsert Insert into Source Data history tables with
status,Queued.Update Insert into Source Data History tables with
status,Update. Invoke Survivorship and Data Quality Manager, if enabled.Insert updated record directly into base tables.
Query Query base tables.Delete Locate record to delete based on user key
in message.Store delete request in Source Data History table.Store historical best version.Delete record.
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Transaction Manager Configuration Configuration Transaction Manager inputs in the workflow to
Enable data management and survivorship TurnOnDM– enable data management (default is false) TurnOnSE--- enable survivorship (default is false)
Include a representation of the affected object in the response to the requesting system StatusObject (default is true)
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Convert Request Out Invokes the PropSetToXMLPropSet method of the UCM Converter
business service Generates a response that combines information from its inputs Response will be converted to an XML hierarchy and then sent
back to the requesting systemWorkFlow Process Props
Tran Resp PropNotification Req Prop CIF System Prop
Fail Securtiy Req Prop
Conv Resp Prop
Transaction Manager:UCM Transaction Manager Execute
XML Hierarchy
XML Hierarchy
Transaction Manager
CIFSystemContainer
NotificationHierarchy
FailSecurityHierarchy
RealtimePub/Sub
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Considerations Error Handling Configuring Inbound Server Communication
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Error Handling The UCM Server Party Package Workflow (MQSeries Server
Transport Error Handling) demonstrates how error handling could be added to a workflow.
Convert to XML Hierarchy
Dispatch Message
Security Check
Convert Request In
Transaction Manager
Error Handler:UCM Converter:
GenerateErrorPropSet
Error Handler:UCM Converter:
GenerateErrorPropSet
End
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Error Handling Continued
The UCM Converter service includes a method to aid with error handling
WorkFlow Process Props
Error Code Error Message Disp Req Prop
Error Hierarchy Prop
UCM Converter:GenerateErrorPropSet
XML Hierarchy
ErrorCode ErrorMessageText
XML Hierarchy
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Configuring Inbound Server Communication
Your UCM environment must be configured for inbound server communication
Configuration procedure depends on the system transport protocol MQSeries Transport HTTP Transport
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Module 7: UCM Batch Data Management Workflows
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Batch Data Management Workflows Process data queued in Source Data and History tables
During initial data load As a result of an insert request processed by Transaction
Manager Separate workflows for contacts and accounts
UCM Contact Batch Data Management Workflow UCM Account Batch Data Management Workflow
Each workflow performs data cleansing, matching, and real-time publication (if enabled)
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UCM Contact Batch Data Management Workflow
Performs the following actions on a single input record Cleansing Matching Real-Time publication
Start
Error match
Query by ID
CDM Cleanse
CDM Match Auto Match?
Get Error Code
Error? Process NoMatch
Process AutoMatch
Process Review
RealtimePub/Sub
Converter
PubSubEnd
Matching
Publishing
Yes No
True
False
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Data Cleansing Performed by Cleanse method of the UCM Data Quality Manager
business service Invokes third-party data cleansing software (if enabled) Output is cleansed record
Start
Query by ID
CDM Cleanse
Retrieve record data for processing
Perform data cleansing
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Data Matching (Deduplication) Performed by Match method of the UCM Data Quality Manager
business service Three possible outcomes:
No match found Match found that must be reviewed Match found that can be processed automatically
CDM Match Auto Match?
Get Error Code
Error? Process NoMatch
Process AutoMatch
Process Review
Error match
Yes No
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Data Matching Continued
All three match cases are processed by the same business service method:
UCM Batch Manager HandleMatchCase
Process NoMatch
Process AutoMatch
Process Review
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Data Matching Continued
Thresshold settings determine how match is handled
Process NoMatch
Process AutoMatch
Process Review
High Score - 90
Low Score - 70
Records with high match scores can be auto-merged,applying survivorship rules.
Records with match scores in the middle will be brought to the attention of the data steward for manual review and resolution.
Records with low match scores will be left as seperate records.
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Adjusting Threshold Settings Configure user properties of the UCM Batch Manager business
service to adjust merging thresholds
70Contact Manual Threshold
90Contact Auto Threshold
70Account Manual Threshold
90Account Auto Threshold
Default ValueUser Property
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Publishing Data changes can be published to subscribing systems
Result of auto merging of records Result of insert of record (no match condition)
Publishing is addressed in the next moduleProcess NoMatch
Process AutoMatch
RealtimePub/Sub
Converter
PubSub
End
True
False
Convert data to format for publishing
Publish Transaction
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Running Batch Data Management Workflows
Create a Job
Configure Job Parameters
Run the Job
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1. Create a Job In the Administration – Server Management > Jobs view. Create a
new job to run the Workflow Process Batch Manager component/job
If job is repeating specify repeat info in
job details
Select this component/job
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2. Configure Job Parameters Include
Search Specification: Identifies items to process Workflow Process Name : Identifies workflow to invoke on each
item
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3. Run the Job Once the job parameters are set, run job
Click start button to start the job
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Module 8: Publish and Subscribe
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Publish and Subscribe Allows records inserted or updated in UCM to be published to
external systems Distributes the best version customer profile Systems registered as subscribers receive publication
messages
UCM
Subscriber 1
Subscriber 2
Subscriber 3
Update: Contact123
Update: Contact123
Update: Contact123
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Publish/Subscribe Modes Publish and Subscribe framework supports two operative modes:
Real-time Transaction are published as they happen Each individual transaction is published to real-time
subscribers Daily Batch Mode
Transactions are published once per day Best version of record is published, individual transactions
are not
Systems can mix and match modes Contact updates received in real-time Account updates received from daily batch job
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Publication Messages Publication messages are CRMML messages
FromSystem is UCM ToSystem is subscriber
Message body content is constructed using integration objects Real-time publishing uses the response integration object
associated with the particular UCM transaction Batch publishing uses the integration object type specified as
input to the both Publish/Subscribe business service
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Workflows and Real-Time Publishing UCM Workflows include steps to perform near real-time publishing
Decision step invokes publishing method if publishing is enabled
PubSub
Convert to Hierarchy
RealtimePub/S
ub
PubSub
Convert Request
Out
Process AutoMatch
RealtimePub/S
ub
PubSub
Converter
End
Transaction Manager response is published
Process NoMatch
Result of match is published
UCM Server Party Package Workflow UCM Contact/Account Batch Data Management Workflow
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Real-Time Publishing of Insert Operations
Insert operations are processed in two steps: Queue insert in SDH tables Process insert, performing any necessary data cleansing and
matching Both steps will generate a publish message The subscriber system should only process the second message
Subscriber should ignore publish messages reporting that an insert operation has been queued.
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Workflows and Batch Publishing UCM Daily Publish workflow supports regular batch publishing
Start UCM Daily Publish End
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UCM Publish/Subscribe Business Service
Workflows invoke this business service to perform publishing Method
PublishMethod Inputs
XML Hierarchy– Contains data to be published
Integration Object– Used to generate the publication message (batch
publishing only)
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Configuring Publishing: Real-Time Set workflow user property to enable publishing
User Property names differ! Set to true to enable publishing
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Configuring Publishing: Real-Time Continued
User Property names differ! Set to true to enable publishing
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Configuring Publishing: Daily Batch Configure a job to run the UCM Batch Publish Subscribe component
This job will run the Daily Batch workflow
Integration object to use
Number of records to processed in one
batch
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Subscribers Registered systems can be configured as subscribers to receive
publication messages in real-time or batchURL where publication
messages are sent
Required for batch publishing
Updated each time a message is published to this subscriber
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Module 9: Wrap-Up
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Course Goal To enable participants to integrate Siebel Universal Customer
Master (UCM) with external applications Legacy systems External databases
Was achieved by covering the following topics Initial data loads into UCM at the data layer Incremental data loads into UCM at the business logic layer Managing outbound data flows via publish and subscribe The CRMML messaging protocol for requesting UCM services
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Initial Data Loads into UCM at the Data Layer
Batched data layer loads into UCM are a two-stage process Loading from Siebel Interface table to Source Data and History
(SDH) tables using the normal Siebel EIM process Loading from SDH tables to Siebel base tables using UCM Batch
Manager
Interface tables Are loaded using non-Siebel software Operated on by the Enterprise Integration Manager to transfer
data to SHD tables
The UCM Batch Manager is used to move data from SDH tables to Siebel base tables With data cleaning and matching to produce “best” version
data Data is then accessible from the Siebel application’s standard
business logic displays
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Data Loads into UCM at the Business Layer
Data loads at the business logic layer employ two distinct process managers: The Server Party Package Manager The UCM Batch Manager
The Server Party Package Manager: Reads input data Identifies the data source Dispatches the incoming Insert message Queues the data on the SDH tables
The UCM Batch Manager is used to move data from SDH tables to Siebel base tables With data cleansing and matching to produce “best” version
data Data is then accessible from the Siebel application’s standard
business logic displays
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Managing Outbound Data Flows Records that have been inserted or updated can be selectively
published to subscribers Making “best” version record available throughout the data
ecosystem Real-time or batch mode
Outbound publication service is performed by The Server Party Package Manager for Query, Update, and
Delete operations The UCM Batch Manager for Insert Operations
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The CRMML Messaging Protocol XML based mark-up language used by UCM
Inbound server requests Insert Query Update Delete
Outbound server features Publish and Subscribe
Formatted to provide Requesting external system ID Service(s) being requested Pointers to predefined UCM integration objects
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Some Guidelines Initial data for UCM should be cleaned outside (Before
loading into UCM)
EIM may be more effective to load data into UCM from external systems for performance reasons
Batch publish method is more effective when send data from UCM to external systems
UCM is not complete Customer data store, UCM can not store complete customer information. UCM Contact table has limited columns only; this data is primarily for referencing customer data between multiple external systems
UUID is not numeric and big in size (about 20+ characters string), so it may not be useful as general purpose contact Id
External data quality tool like Trillium or First Logic should be used for data cleansing, UCM itself does not have data cleansing tool
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