migrationassessmentguide oraclesiebel (edition1a final october2011) (1)

7/27/2019 MigrationAssessmentGuide OracleSiebel (Edition1a FINAL October2011) (1)

1/19

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


2/19

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 Laymans Terms) ............................................................................................... 6

Understanding How to Get Data out of Siebel ................................................................................................................. 7

Data Quality and Duplicate Record Considerations ................................................................................................................... 7

Siebel Tables .......................................................................................................................................................................................... ...... 8

Simplifying the Siebel Data Structure ............................................................................................................................................. 10

Entities and Corresponding Tables .................................................................................................................................................. 10

Exporting Data from Siebel.............................................................................................................................................................. .... 11

Outlook, Mobile, and Social CRM Considerations ....................................................................................................... 11

Microsofts Internal Use of Siebel ..................................................................................................................................... 11

Siebel to Microsoft Dynamics CRM Data Migration Best Practice ........................................................................ 12

Common Data Migration Best Practices ........................................................................................................................................ 13

Siebel Data Migration Discovery Tool ............................................................................................................................ 13

Additional References .......................................................................................................................................................... 19


3/19


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 barriersto 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 adiscovery toolthat 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 toMicrosoft Dynamics CRM, and starting off in the new system.

2. TheSiebel Data Migration Discovery Toolwill serve as an excellent guide to summarize the SiebelCRM schematic.

3. Many companies target an initial migration project with a group, division, or specific CRMfunction such as lead and opportunity management to demonstrate success quickly.

4. Some Siebel customers use industry-specific editions of their product versus the cross-industryversion that many license. Consider involving an industry-specific ISV in the opportunity to meet

business requirements.

5. Evaluate the internally configured and developedcustomizationsand workflows. Review existingbusiness 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 tomeasure 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, anddashboards 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, andContact Centerare applications that arentfound in all CRM installations. Review these features to determine if they should be migrated in

one process or segmented into different projects.
http://www.oracle.com/us/products/applications/siebel/enterprise-marketing/036916.htmhttp://www.oracle.com/us/products/applications/siebel/enterprise-marketing/036916.htmhttp://www.oracle.com/us/products/applications/siebel/partner-relationship/index.htmlhttp://www.oracle.com/us/products/applications/siebel/partner-relationship/index.htmlhttp://www.oracle.com/us/products/applications/siebel/partner-relationship/index.htmlhttp://www.oracle.com/us/products/applications/siebel/contact-center-service/index.htmlhttp://www.oracle.com/us/products/applications/siebel/contact-center-service/index.htmlhttp://www.oracle.com/us/products/applications/siebel/contact-center-service/index.htmlhttp://www.oracle.com/us/products/applications/siebel/contact-center-service/index.htmlhttp://www.oracle.com/us/products/applications/siebel/partner-relationship/index.htmlhttp://www.oracle.com/us/products/applications/siebel/enterprise-marketing/036916.htm


4/19


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 Siebelsapplication 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

ArchitectureClient 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

BrowsersInternet Explorer 8 Internet Explorer 9

Siebel and Microsoft Dynamics CRM do

not support Firefox, Chrome, or Safari.

# of Tables >2,000 tables


5/19


Page 5

Siebel Industry Editions

Siebelindustry editionsprovide 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

AccountsCustomer

AccountsAccounts Accounts Accounts Accounts

Household Household Households

Opportunities Opportunities Opportunities Opportunity (SSE) Opportunities Opportunities

Contacts Contacts ContactsCustomers/

ContactsContact Contacts

Activities Activities Activities Activities Activities Activities Activities

Employees Employees Employees Employees Employees Employees Employees

Products Products - External External ProductsExternal Products

(Competitive)Product (SSE) Products

External Products

(Competitive)

External Products

(Competitive)

Product Lines Product Lines Product Lines Product Lines Product Lines

Campaigns Campaigns CampaignsObjective/

CampaignCampaign (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 theindustry 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 ServiceInstances

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/Campaign

ProductConsumption

Catalog Items Codes Corrective Actions Corrective Actions

Attachments

Corrective ActionsNotes

Internal Products Issues Lot Numbers Medical

Procedures
http://download.oracle.com/docs/cd/E14004_01/homepage.htmhttp://download.oracle.com/docs/cd/E14004_01/homepage.htmhttp://download.oracle.com/docs/cd/E14004_01/homepage.htmhttp://download.oracle.com/docs/cd/E14004_01/homepage.htmhttp://download.oracle.com/docs/cd/E14004_01/homepage.htmhttp://download.oracle.com/docs/cd/E14004_01/homepage.htmhttp://download.oracle.com/docs/cd/E14004_01/homepage.htmhttp://download.oracle.com/docs/cd/E14004_01/homepage.htm


6/19


Page 6

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 ProfessionalAddresses

Sales Orders Product Issues Product Issues

Attachments

Product IssuesNotes

RegulatoryReports

Repairs Repairs

Attachment

Repairs Notes Sales Orders Service Request

Activities

Other Siebel Applications

Application Description

Siebel Loyalty

Siebel Loyaltyis 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 PRMautomates and streamlines the relationship between brand owner

companies and their channel and alliance partners, distributors, resellers,

agents, brokers, or dealers.

Siebel Contact CenterSiebel Contact Centerenables agents to handle service, support, and sales

interactions seamlessly across all communication channels.

Understanding the Siebel Architecture (in Laymans Terms)

Siebel customers run on different platforms and use a variety of architecture configurations to manage

global or domestic deployments. Considerations include the number of users, transaction volume,

connectivity, performance targets, physical server (infrastructure) location, and database platform.

Siebel is fundamentally aclient-server architecture

with web server components. The diagram included

is a simplified view of the key components required

for aSiebel 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 prospectsSiebel infrastructure and topology

will help the field plan for Microsoft Dynamics CRM

on-premises deployments or further define the

process of migrating to Microsoft Dynamics CRM. Source: MSDN LibraryBizTalk Adapters for Siebel
http://www.oracle.com/us/products/applications/siebel/enterprise-marketing/036916.htmhttp://www.oracle.com/us/products/applications/siebel/enterprise-marketing/036916.htmhttp://www.oracle.com/us/products/applications/siebel/partner-relationship/index.htmlhttp://www.oracle.com/us/products/applications/siebel/partner-relationship/index.htmlhttp://www.oracle.com/us/products/applications/siebel/contact-center-service/index.htmlhttp://www.oracle.com/us/products/applications/siebel/contact-center-service/index.htmlhttp://en.wikipedia.org/wiki/Client%E2%80%93server_modelhttp://en.wikipedia.org/wiki/Client%E2%80%93server_modelhttp://en.wikipedia.org/wiki/Client%E2%80%93server_modelhttp://msdn.microsoft.com/en-us/library/bb820919%28v=bts.10%29.aspxhttp://msdn.microsoft.com/en-us/library/bb820919%28v=bts.10%29.aspxhttp://msdn.microsoft.com/en-us/library/bb820919%28v=bts.10%29.aspxhttp://siebelunleashed.com/siebel-crm-back-to-basics-siebel-architechture/http://siebelunleashed.com/siebel-crm-back-to-basics-siebel-architechture/http://siebelunleashed.com/siebel-crm-back-to-basics-siebel-architechture/http://msdn.microsoft.com/en-us/library/bb820919%28v=bts.10%29.aspxhttp://msdn.microsoft.com/en-us/library/bb820919%28v=bts.10%29.aspxhttp://msdn.microsoft.com/en-us/library/bb820919%28v=bts.10%29.aspxhttp://siebelunleashed.com/siebel-crm-back-to-basics-siebel-architechture/http://msdn.microsoft.com/en-us/library/bb820919%28v=bts.10%29.aspxhttp://en.wikipedia.org/wiki/Client%E2%80%93server_modelhttp://www.oracle.com/us/products/applications/siebel/contact-center-service/index.htmlhttp://www.oracle.com/us/products/applications/siebel/partner-relationship/index.htmlhttp://www.oracle.com/us/products/applications/siebel/enterprise-marketing/036916.htm


7/19


Page 7

The following table outlines the components in more detail. Please note, these are the names Siebel

references in itsinstallation 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 servedto 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

ManagerDM

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.

DatabaseServer

DS The DS component is a physical server that runs the database. Siebel supports Oracle,DB2, and Microsoft SQL Server database software.

Siebel File

SystemSFS

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 functionssales, service, and marketingis not a straightforward exercise. The

terminology, system layout, data structure, and built-in processes are very different between both

vendors.
http://download.oracle.com/docs/cd/E14004_01/books/SiebInstWIN/SiebInstWINTOC.htmlhttp://download.oracle.com/docs/cd/E14004_01/books/SiebInstWIN/SiebInstWINTOC.htmlhttp://download.oracle.com/docs/cd/E14004_01/books/SiebInstWIN/SiebInstWINTOC.htmlhttp://download.oracle.com/docs/cd/E14004_01/books/SiebInstWIN/SiebInstWINTOC.html


8/19


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 ofeffort. If Siebel is run in a SQL Server environment, data de-

duplication scripts can be written against the database tables.

Determine ifSiebel Data

QualityandOracle 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 usingMicrosoft SQL Server 2008

R2 Master Data Services (MDS).

MDS helps organizations to standardizeand 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. TheDiscovery Toolat 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 theOracle's Siebel Business Applications Bookshelf Documentation Library, Version

8.1.

Table

Classification Table Type Table Description Example Table Name

Repository

TablesStore metadata about Siebel Objects.

S_APPLET: Stores SiebelApplets information

S_BUSCOMP: Stores SiebelBusiness Component
http://siebelsupport.blogspot.com/2009/10/oracle-siebel-data-quality.htmlhttp://siebelsupport.blogspot.com/2009/10/oracle-siebel-data-quality.htmlhttp://siebelsupport.blogspot.com/2009/10/oracle-siebel-data-quality.htmlhttp://siebelsupport.blogspot.com/2009/10/oracle-siebel-data-quality.htmlhttp://www.oracle.com/us/products/applications/siebel/064704.htmlhttp://www.oracle.com/us/products/applications/siebel/064704.htmlhttp://www.oracle.com/us/products/applications/siebel/064704.htmlhttp://www.microsoft.com/sqlserver/en/us/solutions-technologies/data-warehousing/master-data-services.aspxhttp://www.microsoft.com/sqlserver/en/us/solutions-technologies/data-warehousing/master-data-services.aspxhttp://www.microsoft.com/sqlserver/en/us/solutions-technologies/data-warehousing/master-data-services.aspxhttp://www.microsoft.com/sqlserver/en/us/solutions-technologies/data-warehousing/master-data-services.aspxhttp://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htmhttp://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htmhttp://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htmhttp://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htmhttp://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htmhttp://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htmhttp://www.microsoft.com/sqlserver/en/us/solutions-technologies/data-warehousing/master-data-services.aspxhttp://www.microsoft.com/sqlserver/en/us/solutions-technologies/data-warehousing/master-data-services.aspxhttp://www.oracle.com/us/products/applications/siebel/064704.htmlhttp://www.oracle.com/us/products/applications/siebel/064704.htmlhttp://siebelsupport.blogspot.com/2009/10/oracle-siebel-data-quality.htmlhttp://siebelsupport.blogspot.com/2009/10/oracle-siebel-data-quality.html


9/19


Page 9

Table

Classification Table Type Table Description Example Table Name

information

S_WFR_PROC: Stores SiebelWorkflow Process information

Data Tables

Base Tables

Store data about various Siebel

entities such as opportunity, quotes,

service requests.

S_OPTY: Stores Opportunityinformation

S_SRV_REQ: Stores ServiceRequest information

S_EVT_ACT: Stores Activitiesinformation

S_DOC_QUOTE: Stores Quoteinformation

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 andContact intersection table

S_ASSET_CON: Asset andContact 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 forOpportunities

S_DOC_QUOTE_X: Extensiontable for Quotes

S_EVT_ACT_X: Extension tablefor 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 tableand extension table has its

corresponding EIM tables.

EIM_OPTY: Opportunity EIMtable

EIM_ACTIVITY: Activities EIMtable

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 forOpportunity

S_DOC_QUOTE_XM: XM tablefor Quotes
http://download.oracle.com/docs/cd/B40099_02/books/EIMAdm/EIMAdm_SiebelIFTables2.html#wp1020810http://download.oracle.com/docs/cd/B40099_02/books/EIMAdm/EIMAdm_SiebelIFTables2.html#wp1020810http://download.oracle.com/docs/cd/B40099_02/books/EIMAdm/EIMAdm_SiebelIFTables2.html#wp1020810


10/19


Page 10

Simplifying the Siebel Data Structure

As you can see for the various table categories previously described, Siebels data structure is very

detailed. Siebels unique database structure already has relationships defined in the base and intersection

tables. They do not recommend inserting, deleting, or updating records in the database directly to avoid

data integrity issues. As an alternative, they allow users to create a staging table to insert, update, or

delete records in the database. This staging table is referred to as theEnterprise Integration Manager

(EIM).

To add another element to the equation, the Siebel data schema doesnt organize and store records like

other CRM systems. As indicated earlier, there are several types ofSiebel tables. For example, a contact

record is found in multiple tables such as S_CONTACT, S_PARTY, and an intersection table such as

S_OPTY_CON. To extract data from all three of these tables could be challenging, particularly with

intersection tables which are only relevant to the Siebel schema.

This is where EIM comes into the picture. EIM can reconstruct data from all three tables into a single

staging table that can be exported.

Entities and Corresponding Tables

Understanding the entities displayed in Siebel doesnt necessarily uncover the complex relationships that

exist between multiple entities, as evidenced by the various types ofSiebel tables. Multi-table

relationships are not a new concept to CRM solutions or relational databases; however, Siebels

relationships are voluminous and require a good technical skill foundation. For example, the following

table and diagram depict the tables related to the Asset entity.

Related to Asset Entity 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

EmployeeExternal Product

Internal Product

Opportunity

Opportunity Asset

Person

Personal Address

Product Instance (Asset)

Service RequestSourceSiebel Data Model Reference, Page 37
http://www.scribd.com/doc/44519317/Siebel-Data-Model-Reference-for-Industry-Applications-v8-1-1http://www.scribd.com/doc/44519317/Siebel-Data-Model-Reference-for-Industry-Applications-v8-1-1http://www.scribd.com/doc/44519317/Siebel-Data-Model-Reference-for-Industry-Applications-v8-1-1http://www.scribd.com/doc/44519317/Siebel-Data-Model-Reference-for-Industry-Applications-v8-1-1


11/19


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 arethree mobile products supported by Siebel:

Siebel Remote, an offline solution for PCs and tablets. Siebel Handheld, primarily a solution for pharmaceutical sales, consumer packaged goods, and

field service.

Siebel Wireless, a mobile solution for wireless devices.Siebel Desktop provides Microsoft Outlook and Lotus Notes integration through the Siebel PIM Client

Sync tool. Contacts, appointments, and activities can be synchronized. The native Outlook experience in

Microsoft Dynamics CRM is far superior to the Siebel PIM Client synchronization process.

Siebel doesnt deliver pre-built connectors to social media properties such as Twitter, Facebook and

doesnt have a built-in presence management or collaboration suite. Oracle has developed asuite of

social CRM applications; however, they are not built on the Siebel platform.

Microsofts Internal Use of Siebel

Microsofts legacy CRM ecosystem, GSX, consisted of a large Siebel instance acting as a hub and data

master for customer and sales data such as accounts, opportunities, leads, activities, and contacts.

4 Oracle's Siebel Business Applications Bookshelf Documentation Library, Version 8.1 -About Siebel

Enterprise Integration Manager
http://download.oracle.com/docs/cd/E14004_01/books/HHSales/HHSalesOverview2.html#wp1036837http://download.oracle.com/docs/cd/E14004_01/books/HHSales/HHSalesOverview2.html#wp1036837http://download.oracle.com/docs/cd/E14004_01/books/HHSales/HHSalesOverview2.html#wp1036837http://www.oracle.com/us/products/applications/social-crm/index.htmlhttp://www.oracle.com/us/products/applications/social-crm/index.htmlhttp://www.oracle.com/us/products/applications/social-crm/index.htmlhttp://www.oracle.com/us/products/applications/social-crm/index.htmlhttp://download.oracle.com/docs/cd/E14004_01/books/EIMAdm/EIMAdm_Overview2.html#wp1016410http://download.oracle.com/docs/cd/E14004_01/books/EIMAdm/EIMAdm_Overview2.html#wp1016410http://download.oracle.com/docs/cd/E14004_01/books/EIMAdm/EIMAdm_Overview2.html#wp1016410http://download.oracle.com/docs/cd/E14004_01/books/EIMAdm/EIMAdm_Overview2.html#wp1016410http://download.oracle.com/docs/cd/E14004_01/books/EIMAdm/EIMAdm_Overview2.html#wp1016410http://download.oracle.com/docs/cd/E14004_01/books/EIMAdm/EIMAdm_Overview2.html#wp1016410http://www.oracle.com/us/products/applications/social-crm/index.htmlhttp://www.oracle.com/us/products/applications/social-crm/index.htmlhttp://download.oracle.com/docs/cd/E14004_01/books/HHSales/HHSalesOverview2.html#wp1036837


12/19


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 minuteseven 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 thisdocument.

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 evaluatingScribedata migration tools to augment the process defined

below.

5Microsoft IT Business Casefor the Global Sales Experience, Powered by Microsoft Dynamics CRM.
http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.scribesoft.com/Dynamics-Migration.asphttp://www.scribesoft.com/Dynamics-Migration.asphttp://www.scribesoft.com/Dynamics-Migration.asphttp://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.scribesoft.com/Dynamics-Migration.asphttp://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005049


13/19


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 twoyears 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. TheSiebel Data Modelalso defines some of the data integrity constraints validated by Siebel
http://www.scribd.com/doc/44519317/Siebel-Data-Model-Reference-for-Industry-Applications-v8-1-1http://www.scribd.com/doc/44519317/Siebel-Data-Model-Reference-for-Industry-Applications-v8-1-1http://www.scribd.com/doc/44519317/Siebel-Data-Model-Reference-for-Industry-Applications-v8-1-1http://www.scribd.com/doc/44519317/Siebel-Data-Model-Reference-for-Industry-Applications-v8-1-1


14/19


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 inMicrosoft Dynamics CRM.

Note: these entities cannot be exported without using theSiebel EIMexport process. The EIM will

decouple the Siebel entity into a staging table that can be imported into Microsoft Dynamics CRM.

Siebel Entity Description

AccountThe 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.

ContentManagement

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.


15/19


Page 15


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 iscomposed 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 SiebelBusiness 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 ofdoing 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 TechMarketing

Development

Fund

This entity supports the funding of trade promotions in the high technology industry. Amarketing 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.


16/19


Page 16


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 amarketing 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 an d 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

ManagementDocument

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.


17/19


Page 17


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 theirdata. 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.

PersonalFinancial 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.


18/19


Page 18


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 theproduct 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 CreditAssignment

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 withwhich 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 AssistantPersonal 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.


19/19



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 canbe 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 SheetThis 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.

TrainingCurriculum

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 coversone 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
http://www.mhprofessional.com/product.php?isbn=0071590455http://www.mhprofessional.com/product.php?isbn=0071590455http://siebelunleashed.com/http://siebelunleashed.com/http://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htm#AppDevelopmenthttp://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htm#AppDevelopmenthttp://www.siebelguide.com/basics/index.htmlhttp://www.siebelguide.com/basics/index.htmlhttp://www.siebelguide.com/basics/index.htmlhttp://download.oracle.com/docs/cd/E14004_01/portalres/pages/doccat_all.htm#AppDevelopmenthttp://siebelunleashed.com/http://www.mhprofessional.com/product.php?isbn=0071590455