siebel 8 applications - technical architecture overview - v811

Siebel ArchitectureSiebel 8.1.1 Applications Architecture Technology Overview


Characteristics of an Enterprise Application

Data ManagementPerformance and Scalability

Configuration or Customization

Operational and Analytical Business Intelligence

Availability

Security

Integration

Deployment Lifecycle

Usability

Complete CRM for the Current Environment

SIEBELCUSTOMER RELATIONSHIP

MANAGEMENT


Cross-Channel Optimized Architecture

Siebel Mobile Applications

Siebel Server

User InterfaceUser Interface

Business Business LogicLogic

Data Access ServicesData Access Services

Integration Integration ServicesServices

E-mail Gadgets

• Oracle Secure Enterprise Search

• Adobe Forms• Haley Rules• CCA• AIA

Supplied IntegrationsSupplied Integrations

Adobe Adobe formsforms

PSFTPSFT LegacyLegacy

SAPSAP EBSEBS

Additional Data Additional Data Sources & Sources & ServicesServices

Internal Users

LocalLocal

Fusion Middleware

Siebel Self Siebel Self ServiceService

SelfService

Web Service

s

Web ServerWeb Server Web ServerWeb Server

OLTPOLTP

Oracle BI Server

Analytical Analytical ApplicationsApplications

ETL

Web Service

s

Web ServerWeb Server

CRM CRM DatamartDatamart


Siebel Platform Support

Customer Facing Customer Facing ApplicationsApplications

Browsers: Microsoft Browsers: Microsoft IE 6.0 on Windows XP SP2 or IE 6.0 on Windows XP SP2 or Windows 2000 SP4+, Microsoft IE 7.0 on Windows Vista Windows 2000 SP4+, Microsoft IE 7.0 on Windows Vista or Windows XP SP2, Netscape 8.1 on Windows XP SP2, or Windows XP SP2, Netscape 8.1 on Windows XP SP2, FireFox 1.5.0.4 on Win2K/XP/Apple OS X/Linux, Safari FireFox 1.5.0.4 on Win2K/XP/Apple OS X/Linux, Safari 2.0.1 on Apple OS X2.0.1 on Apple OS X

Employee Facing Employee Facing AppsApps

Browsers: Microsoft Browsers: Microsoft IE 6.0 on Windows XP SP2+ or IE 6.0 on Windows XP SP2+ or Windows XP Tablet PC Edition 2005 SP2+; Microsoft IE Windows XP Tablet PC Edition 2005 SP2+; Microsoft IE 7.0 on Windows XP SP2+, Windows Vista SP1+ or 7.0 on Windows XP SP2+, Windows Vista SP1+ or Windows XP Table PC Edition 2005 SP2+ Windows XP Table PC Edition 2005 SP2+

Web ServersWeb Servers HP-UX Apache-based Web Server v. 2.0.58 or aboveHP-UX Apache-based Web Server v. 2.0.58 or aboveIBM HTTP Server 6.1 or aboveIBM HTTP Server 6.1 or aboveSun Java System Web Server 6.1Sun Java System Web Server 6.1Microsoft IIS 6.0Microsoft IIS 6.0Oracle HTTP Server 10g Oracle HTTP Server 10g

Enterprise Server Enterprise Server PlatformsPlatforms

HP-UX 11i v2 (11.23 Itanium)HP-UX 11i v2 (11.23 Itanium)IBM AIX 5.3 or higherIBM AIX 5.3 or higherSun Solaris 10Sun Solaris 10Microsoft Windows 2003 Server Microsoft Windows 2003 Server Linux (SuSe Enterprise V9, Red Hat Enterprise V4, Linux (SuSe Enterprise V9, Red Hat Enterprise V4, Oracle Enterprise Linux V4 & V5.1) Oracle Enterprise Linux V4 & V5.1)

Database Server Database Server PlatformsPlatforms

IBM DB2 for LUW 9.1 IBM DB2 for LUW 9.1

IBM DB2 UDB 8 for z/OS and OS/390IBM DB2 UDB 8 for z/OS and OS/390

Oracle 11g Oracle 11g

MSSQL Server 2005 v9 modeMSSQL Server 2005 v9 mode

HTML/XML


SQL

EAIEAI

Siebel Application Server

Bus Logic Bus Logic LayerLayer

Data LayerData Layer

EAIEAI

UI LayerUI Layer

OLTPOLTP


EAIEAI


Bus Bus Logic Logic LayerLayer


EAIEAI

UI LayerUI Layer

EAIEAI




EAIEAI

UI LayerUI Layer

EAIEAI




EAIEAI

UI LayerUI Layer

TCP/IP

Mobile Disconnected Applications

Enterprise Server

Siebel Remote Server

Services

Siebel Mobile / Offline Applications

Siebel Online Applications

• Comprehensive Mobile Solutions– Siebel Remote

• TrickleSync. net-change synchronization• 7 US Patents, proven, highly scalable

– Siebel Handheld

• Store-and-forward• 5 vertical applications for Sales and Service

– Siebel Wireless

• Browser-based, online application• 2-way text messaging (SMS)

HTTP/HTTPS

OLTPOLTP

Siebel File System

LocalLocalDBDBLocalLocal

DBDBLocalLocalDBDBLocalLocal

DBDBLocalLocalDBDB


Self Service E-Billing

• The Application Suite is based on Java and J2EE standards

– Application server load balancing

• Java Server Pages and Servlets in a Struts and Tiles framework

• JDBC for database connectivity & connection pooling

• JNDI for Directory integration (LDAP)

• JMS for Messaging

• Log4J for System monitoring

• XML Schema-based configuration

– Allow syntactical checking

– Extensive use of XML as a configuration language

• Application Servers– BEA WebLogic– IBM WebSphere

• Operating Systems– Microsoft Windows– Sun Solaris– IBM AIX– HP/UX

• Databases– Oracle

– Microsoft SQL Server

– IBM DB2

Supported PlatformsSupported Platforms


Self Service E-Commerce & E-Support

WebServices

EAIEAI

Siebel Enterprise Server

Siebel Data Layer ServicesSiebel Data Layer Services

User Interface - EmployeeUser Interface - Employee

Bus. Process ExecutionBus. Process Execution•Configuration & PricingConfiguration & Pricing•Account ManagementAccount Management•Catalog browse & SearchCatalog browse & Search•Product Eligibility Product Eligibility

SiebelSiebelOLTPOLTP

Oracle Secure EnterpriseSearch

IndexIndex

•Images•Collateral•FAQ’s•Literature

Administration Marketing SalesService

J2E Application ServerApplication Development Framework

User InterfaceUser InterfaceB2C and B2BB2C and B2B


•Page ConstructionPage Construction•Site NavigationSite Navigation•Session ManagementSession Management•Role based securityRole based security•CachingCaching•Content aggregationContent aggregation

Standards based IntegrationStandards based IntegrationBPEL, JSR xxx, WEBDAV, BPEL, JSR xxx, WEBDAV, WSRP, Webservices etcWSRP, Webservices etc

Other KM &Other KM &ContentContentManagementManagementsystemssystems

E-Commerce E-Support

Loosely coupled to Siebel CRM through web services

~40 web services

Manage Bus RulesManage Bus Rules•Product DefinitionProduct Definition•Pricing ManagementPricing Management•Service ManagementService Management•Knowledge ManagementKnowledge Management

Web Portals

Oracle Secure EnterpriseSearch

IndexIndex



Usability



MANAGEMENT




Availability

Security

Integration



• Usability = Utility…Drive continuous usability improvementsUsability = Utility…Drive continuous usability improvements

• Focus on the small things users do most often Focus on the small things users do most often

• Solve for the complete business process, not just CRMSolve for the complete business process, not just CRM

• Do not build where integration makes more sense for our customersDo not build where integration makes more sense for our customers

• Drive agility by porting relevant B-to-C & C-to-C tech to B-to-BDrive agility by porting relevant B-to-C & C-to-C tech to B-to-B

“Business users follow a simple paradigm. If they like an application and it is effective they use it more. If they don’t, they do the bare minimum.” - Dipock Das, Senior Director, CRM Innovation

Application Design Philosophy


Call CenterOnline Field Sales Branch Office

Transact Across All ChannelsMulti-Channel CRM

Mobile Community


Siebel 8.1.1 Fully-Featured User Interface

• Highly Interactive, Intuitive and Personalized

• Network Efficient with Minimal Screen refresh

• Embedded Analytics

• Task Execution Support

• User Inbox for Workflow Items

• Intelligent Controls

• Usability features

• Zero Installation

• Built in Portal Framework

The user experience of a Win-32 application within a browser


Empower Users - Task Based User InterfaceReduce Navigation Complexity, Speed Adoption

• Guides Users Through Key Tasks– Improves product ease of use

– Lowers training costs

– Enables standardization of processes

• Complements 7.X Ad-hoc User Interface– Data not committed until task is complete

• Easy to Use, Flexible Development Process

– Drag and drop designer enables rapid process and task change

– Provides declarative framework for defining tasks and processes

– Minimizes scripting


Empower Users – World Class SearchSecure and Flexible Search

• Enhanced “Google-like” Search– SOA-based integration with Oracle SES engines– SOA infrastructure allows other search engines to be

“plugged in” as necessary– Visibility rules applied to search criteria so users only see

results that they are entitled to see

• Case/accent-insensitive Queries– Enter query without case sensitivity (John Smith, john

smith, John smith) to improve usability and adoption

• Architecture Enhancements– Supports plug and play architecture across different

search engines

• Improved User Interface– Results displayed as per the popular web search engine

interface instead of the list of records in Siebel 7.x – Keyword highlighting in the results– Ability to configure the layout of the results – Ability to sort and drill down on the results


Siebel Server Sync Exchange

• Supports 3 levels of synchronization between the Siebel 8.1.1 Applications and Microsoft Exchange Server

• Level 1 - Enables Synchronization of the following Siebel Domains with MS Exchange Server

– Business Contacts– Personal Contacts– Employees– Calendar– Tasks

• Level 2 - Provides functionality to link Outlook Calendar, Contact and Task Items with Siebel Data providing a new menu inside Outlook called Siebel Options to support interoperability

• Level 3 - Provides the Outlook Calendar Control for fully functional access from within the Siebel UI


Microsoft Desktop IntegrationCollaboration Across the Enterprise

• Microsoft Outlook (E-mail)– Associate e-mails with CRM entities

– Customization framework available for additional CRM objects

– Available for both mobile and connected users

• Microsoft Word and Microsoft Excel– Create and populate spreadsheets or documents

using data directly from the Siebel Sales Enterprise

– Extended Siebel data into pivot tables and charts

– Siebel toolbar plug-in Invoke built-in data refresh capabilities without having to manually perform exports and imports

• Microsoft Sharepoint (Collaboration)– Presence indication – Integration with LCS

– Better team site support

– Support for Windows Sharepoint Services


Globalization and Localization

• Unicode

• Globalization– Global Data

– Universal Time Code (UTC)

– Multi-org schema

• Locale Support– Date and Time

– Multi-Byte

– Bi-Directional

– Currencies

– Locale-specific Spell Checking

• Localization– Call scripts, templates

• Multi-lingual outbound communication

Arabic, Chinese (Simplified & Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Italian, Japanese, Korean, Portuguese (Brazil & European), Russian, Spanish, Swedish, Thai, Turkish


Oracle CRM Gadgetsfor Siebel CRM & Oracle CRM On Demand

Engage your users with seamless and easy customer information access

• Precise information when you need it– provides CRM users with critical customer

information on their desktop

• Delivers rich insights– mashes up content from enterprise apps & data

sources across the Web

• Protect your vital customer information– Provides a highly secure solution via an open &

scalable platform



Usability



MANAGEMENT




Availability

Security

Integration




• Typically, traditional applications or toolkit approaches:– Are difficult to develop and can be unsupportable over time

– Are complex and time consuming to customize or integrate

– Require duplication of effort for Multi-channel deployments

– Have higher project risks with greater chance of failure

– Often fail to deliver on user expectations

• With the Siebel 8.1.1 Applications: – Customers rapidly and easily modify and maintain Customer Facing Applications

– We provide a broad functional footprint with a highly flexible Multi-platform architecture

– The innovative meta data driven architecture affords:

• intuitive business oriented tooling and administration

• development reuse within and across applications and languages

– Visual Editors and Wizards enable rapid, intuitive configuration

– The Application Upgrader merges customer changes and new Siebel features


Siebel Tools

Highly Configurable

• Create and modify all application objects:– UI Objects, Business Objects, Data Objects,

Integration Objects, Services

• Familiar visual integrated development environment

• Drag-and-drop, declarative configuration• Pre-populated with objects to learn best

practices for designing and delivering effective solutions!

Provides a greater likelihood of success in delivering the business needs, within budget

Application Execution

Business Process Business Process LayerLayer

Business Object Business Object and Servicesand Services


Data ObjectsData Objectsand Servicesand Services

IntegrationIntegrationServices andServices and

ServersServers

SiebelSiebel

External Data Sources


Siebel Tools

Flexible Integrated Tool Set for Complete Control

RepositoryRepository

Business Object Editing

Database Schema Editing

Page Composition Business Process EditorContent Management

Build Once - Test - Then Deploy AnywhereSiebel

Server DeploymentsSiebel Teller Applications

LocalLocalDBDB

Siebel Mobile Applications Multiple Client Device Support

• Create and modify all application objects:

– UI Objects, Business Objects, Data Objects, Integration Objects, Services

• Familiar visual integrated development environment

• Drag-and-drop, declarative configuration

• Pre-populated with objects to learn best practices for designing and delivering effective solutions!


Extending the Data Footprint

• Database Extensions– Stand-Alone Tables

– 1:1 Extensions to existing tables

– M:1 Extensions to existing tables

– Intersection Tables between

– existing tables

• Provides a table wizard for declarative specification of model extensions.

• Defines mappings for Remote Synchronization

• Supports mapping to Interface Tables for Data Importing

• Data Model changes:– Preserved from release to release through the patented upgrade technology

– Migrated out to mobile devices through the synchronization infrastructure

• Embrace existing data models within the organisation– Using External and/or Virtual Business components


Scripting in Siebel

• Server Script– Used for on Application, Applet and Business

Component level

– Scripting of customer Business Services

– eScript engine

• ECMAScript Edition 4. Compliant

• ECMAScript is the standard implementation of JavaScript as defined by the ECMA-262 standard.

• Uses Script Assist

– Siebel VB engine

• VB Script engine with Siebel extensions

• Available for backward compatibility

– Siebel eScript is the recommended scripting engine for Server Script

• Browser Script– JavaScript written in Tools for execution in the browser

– Allows for browser script on the Application, Applet and Business Component level


Maximizes business flexibility by enabling immediacy of process and business operation changes

Run Time Configuration

• Run-time Application Administration– Business processes

– Data transformation

– Assignment rules

– Personalization rules

– Product configuration rules

Siebel Client Application Execution

Business Business Process LayerProcess Layer

Business Business Object and Object and ServicesServices


Data ObjectsData Objectsand Servicesand Services

IntegrationIntegrationServices andServices and

ServersServers

SiebelSiebel

External Data Sources


Parallel Development and Deployment Flexibility

• Supporting Business Independence – Granular development techniques and flexible deployment options

aligned with leading practices, enable line of business independence.

• Supporting Multi-Team Development– Multiple developers work cooperatively as a team – Developers check-out projects and place onto local sandbox environments for configuration– When done, they check projects back into main repository– Optional integration with external source code control software (SCCS) enabled

Check In

Check Out

Project 1Project 2

Project 3Project 4

Project 6Project 7

Project 8Project 9

1

3

2Project 5

Project 1Project 2

Project 3Project 4

Project 6Project 7

Project 8Project 9

Project 5

Configure Project 5Project 5

Local Sandbox

Main Repository

Optional SCCS

Siebel Environment

Seamless Data FederationSeamless Data Federation Single Core Data ModelSingle Core Data Model

User Community

SalesSales

ServiceService

MarketingMarketing

eServiceeService

Business Business AdministratorsAdministrators



Usability



MANAGEMENT




Availability

Security

Integration



Data Management – The Challenges

• Customer information is the life blood of CRM– Successful Implementations leverage specific Customer Information Systems

• Customer centric focus is required to maintain customer data consistency • Reducing the costs of fragmented initiatives, departments, databases,

systems• Provide a single view of the customer, and all of their relationships across the

enterprise– Enable data access/flows and data consistency control across the enterprise– Maintain Data Privacy– Implement processes to validate and cleanse data

• Provide a Unique Comprehensive and Best of Breed data model with Vertical extensions

• Tight integration between Operational & Analytical data– Lack of understanding of customer’s current and potential values and needs

• No Data Management leads to “Customer Information Anarchy”– Vital information lost in the midst of unneeded/inaccurate data


The Siebel 8.1.1 Applications Data Model

• Single Data Model, complete and functionally rich• Same model, or subset deployed across all platforms • Maximizes the mapping of multiple complex relationships between typical

entities– People to People and Organizations– Recommendations to Products– Pricing to Product, Customer,

Order Volume, Promotion, Agreement.

– Products to Assets, Service Requests, RMA’s and Quality

• Extensible, whilst maintaining– Upgradeability– Performance– Integration– Mobile User Support.

• Tested and tuned for performance• Accommodates data requirements and complexities of Industry Specific

Verticals

PartyOrg

S_ORG_EXT

Person

S_CONTACT

Party Type (LOV)

Party Member

S_PARTY_PER

Position

S_POSTN

Party Rel

S_PARTY_REL

Household

S_ORG_GROUP

Party S_PARTY

User List Access Group

Bus. Unit

S_BU


Federated Data

• The Advantages:– Enter and Maintain Data in one Location

– Provide Consistency of User Experience

– Augment Dated Applications with modern capabilities

– Improve ROI of existing application data.

• Siebel is architected to support external data in a high performance manner leveraging EAI and Integration Servers

MQ/MSMQJCAJDB

BAPI/IDOC…

XML

Web ServicesJMS

Standards based Integration

Support for packages applications

Federated database access via SQL


SiebelSiebel

IntegrationServers

Unix

Legacy

ORACLESAP

MSFT

EAIEAI




UI LayerUI Layer

IntegraIntegrationtion


A single view of Customer Information

• Unifies customer information from multiple systems

• Creates and maintains a unique, complete and accurate customer profile

• Makes that profile available to all operational applications in real time

• Enables sophisticated analytics to derive actionable customer insight


Data Management: Customer Data Integration

• Creates and maintains unique, complete and accurate customer information across the enterprise

• Distributes customer information to all operational applications just in time

• Centralizes data management

• UCM enables organizations to:– Know your customers

– Improve data quality

– Utilize customer insight during all customer interactions

– Comply with privacy and regulatory requirements

– Reduce data management costs


Data Management: Closed Loop Data Quality

• Manages customer data through the entire lifecycle with end-to-end data management processes

• Creates the “best” customer record with match, intelligent merge and unmerge capabilities

• Cleanses and enhances data using pre-built integration to leading data quality tools

• Tracks corporate data quality effectiveness over time with robust data profiling

• Enhances customer information with external data sources:

– D&B

– Axciom


Data Management: Proactive Events and Policies

• Responds proactively to customer lifecycle events (change of address, opening of new account, etc.) with meaningful alerts and triggers

• Defines and executes privacy and regulatory rules to ensure compliance

• Manages and audits events and policies centrally and consistently across the enterprise


Comprehensive Enterprise InformationManagement

Customer Enterprise Master for Customer DataKey Entities: Party, Addresses, Relationships

Service Enterprise Service ManagementKey Entities: Service Requests, Solutions

Marketing Enterprise Offer ManagementKey Entities: Campaigns, Offers, Responses

Sales Enterprise Opportunity ManagementKey Entities: Opportunities, Orders

Assets Extended Profiling of CustomersKey Entities: Assets, Demographics, Activities

Product Enterprise Master for Product DataKey Entities: Products, Price Lists, Prices

Identity Identity MasterKey Entities: ID



Usability



MANAGEMENT




Availability

Security

Integration



Integration

• Deliver unique, complete and accurate customer information to source applications to drive operational benefits

• Reduce the time, risk and cost of integration with pre-packaged integration processes

• Enable state-of-the-art services oriented architecture using industry standard technologies

• Provide rigorous support for all integration modes: real time, near real time, batch, publish and subscribe


Flexible Integration Framework

• Enterprise Integration Manager– Supports initial and on-going migration of

bulk data from external applications into the Siebel database.

• EAI Components– Provides the ability to access business

logic & data using standard protocols and programming languages

• Service Oriented Architecture– Provides the ability to publish, consume

and invoke application functionality as services based on Industry Standards

• BPEL / ESB / AIA Support– Provides a Standards-based architecture

to simplify the complex problem of business integration

• Portal Framework– Provides the ability to Present a unified UI

via a portal or composite application

EnterpriseIntegration Manager

Service Oriented Business

Applications

All your information available, when your customers need it

PortalFramework

EAI Components

MaximizingInter-operability

WithSiebel

BPEL / ESB Support and Application Integration Architecture



SQL

EAIEAI




EAIEAI

UI LayerUI Layer

OLTPOLTP

J2EE/ MQ/.NET

SOAP/etc.

Synchronous & asynchronous

Programmatic (COM, Java,….)

Message-based (MQ,JMS,….)

XML and non-XML formats

(Fixed Length, CSV, iDOC,…)

Siebel’s Integration Framework Supports ThreeModes Of Integration

High-Volume Batch Integration

Service OrientedIntegration

UIIntegration

SQL

HTML / XML

SOAP

Supports Initial or periodic batch replication

Provides consistent interfaces from data model changes

Enables programmatic integration at the desktop

Support for Portal technologies

Application

Application


Siebel as Consumer

EAIEAI



EAIEAI

UI LayerUI Layer


3rd Party Web 3rd Party Web ApplicationApplication

Siebel as Provider

EAIEAI




EAIEAIASI’sASI’s

UI LayerUI Layer

Interacting with Web Services

• Web Services within Siebel– Loosely coupled, coarse-grained

– Independent of platforms and programming languages

– Enables easy use, reuse and deployment of services

– Supports consumption and publication of web services

– Based on core web services standards

• Web Services Description Language (WSDL) 1.1

• Simple Object Access Protocol (SOAP) 1.1.

• WS-I Basic Profile 1.0

• Stateless interactions

• Supports Business Services

Publish Siebel WSDL

3rd Party Web 3rd Party Web ApplicationApplication

External App Consumes Siebel Web Services

HTTP/SOAP

SiebelSiebel

Siebel Consumes External Web Services

HTTP/SOAP

Publish ExternalApp WSDL

SiebelSiebel


Business Services Delivered as Web Services

• Supports Rapid composite application development

• An efficient and optimized approach for integrating with Siebel Applications

• Supports “Out of the Box” functionality and Self Built

– Configure Business Service or Workflow

– Define Web Services – Associate the Business Service

or Workflow – Generate WSDL – Provide WSDL to external

application developer

• Enables the Siebel 8.1.1 Applications to fully Interoperate as part of a Service Oriented Architecture

Territory Assignment

Lead Management

Opportunity Management

Account Development

Forecasting

Pipeline Management

Incentive Compensation

Order Management

Sales Force Mobility

ServiceService

Service Delivery

Contract Management

Parts Inventory Management

Service Scheduling

Service Analysis

Returns and Parts Repair

Service Dispatch & Delivery

Customer Sat Management

Billing Management

Marketing Planning & Budgeting

Branded Awareness

Campaign Management

Channel Promotions Management

Loyalty Programs Management

Events Management

Marketing Operations

Analyze Results

Information Fulfillment

MarketingMarketingSalesSales ASIsASIs

Manage Accounts Manage Contacts Manage Household Manage Products Manage Orders Manage Quotes Manage Invoice Manage Employee Manage Position Request ATP Check Request Shipment Tracking Request Shopping Cart Transfer Manage Customer Request Follow-up Request Credit Check Manage Customers Manage Activities Manage Address Manage Offers Deliver Offers Capture Response ………


Siebel Composite Application Framework

• Siebel as Portal– External Content through Siebel UI

– Siebel Portal Agent

• Siebel in Custom UI– Siebel Content through Portal or Custom UI


External Content SourcesExternal Content Sources

Web

LegacySystems

MicrosoftSolutions

External Content through Siebel UI

• Provides a rich user experience – Aggregates and personalizes content from

a complex web of enterprise content and eBusiness applications

• Single sign-on session management

• Key Portal Capabilities– User Management

– Personalization

– Content Management

– Content Aggregation

– Security

– Search Portal Agent

HTML/XML

XML/Java/COM/MSMQ / MQSQL …

External Content in Siebel UI


SQL

OLTPOLTP

SWSESWSE

EAIEAI




UI LayerUI Layer




External Portal SolutionsExternal Portal Solutions

Web

LegacySystems

Microsoft

Siebel Content through Portal or Custom UI

• Provides content to external applications for rendering in external UI frameworks

• Direct link with single-sign-on

• Provides:– Programmatic Interfaces

– Application Interfaces

– Web Services

– XML Web Interface

HTML/

XML

Web

Ser

vice

s

Siebel Content in Custom UI


SQL

OLTPOLTP

SWSESWSE

XML/Java/COM/MSMQ / MQSQL …

EAIEAI




UI LayerUI Layer



Oracle Fusion SOA Platform Next Generation, Standard Integration Platform

Oracle Enterprise Service BusOracle Enterprise Service Bus

BAMBAMAdaptersAdaptersB2BB2B BPEL PMBPEL PMSecuritySecurity

TransformationTransformationMessagingMessaging RoutingRouting


Oracle EBSOracle EBSFusion Middleware/BPEL

Transform

On Demand Request/Reply Process

Synchronization Process

XSL

TransformCommon

ObjectTransform

Cross Reference Indexing

Common Error Handling

i-Flex

G-Log

*SAP

*SAP connectors available now

Application Integration Architecture

Oracle DBOracle DB


OLTPOLTP

SWSESWSE

PortalEAIEAI




UI LayerUI Layer



Process Integration Packs for CRM Solutions

Siebel CRM Integration Pack for Oracle Order Management: Order to Cash

Siebel CRM Integration Pack for Oracle Trade Promotion Management

Siebel CRM Integration Pack for Oracle FLEXCUBE Account Originations

Siebel CRM and Oracle Communications for Order To Bill Process Integration Pack

Siebel CRM and Oracle Communications for Agent-Assisted Billing Care Process Integration Pack

Siebel CRM Life Sciences Integration Pack for Oracle Adverse Event Reporting System

Oracle CRM On Demand Integration to Siebel CRM

Oracle CRM On Demand Integration Pack for Oracle E-Business Suite

Demantra Integration Pack for Siebel CRM Consumer Goods


Integration between Siebel CRM and Oracle CRM On Demand

Hosted Environment Enterprise Customer

• Provides pre-built transformations to Siebel 6.x/7.x/8.x and other applications.

Oracle BPEL/ESB Support

IntegrationIntegrationApplicationsApplications

Transport Layer

IntegrationIntegrationServerServer

• Executes the Oracle Business Integration Application

• Provides security and guaranteed message delivery

• Pre-built Sustainable Integrations

EAI

Web Serv

er

Siebel 6.x/7.x/8.x CRM

OnDemandOnDemandConnectorConnector

HTTP(S)

EAIEAI

Web Web ServServ

erer

Oracle CRM On Demand

OLTPOLTP OLTPOLTP


EAIEAI

Web Web ServServ

erer

Oracle CRM On Demand

WebServiceAPI’s

Integration between On Premise and Hosted

HTTPS/SOAP

Hosted Environment Custom Applications

OLTPOLTP

MiddlewareServer

EnterpriseApplication

CustomApplication


Supporting Call Center Infrastructures

• Multi-channel communications framework

– Voice, Email, Fax, Page, Wireless, Web Collaboration, etc.

• Open interfaces for:– CTI middleware servers– Email/Fax servers– Wireless network servers– Queuing engines– CRM Call Center On Demand

• Validated integrations with 3rd party communications middleware providers

• Tight integration with the UI– Multi-channel toolbar, customer

dashboard– Screen-pops, activity logging

• Keyboard enablement


CTI CTI MiddleMiddlewareware

PBX/ACD/VoIP/PBX/ACD/VoIP/

IVR/eCollabIVR/eCollab

Email Email ServerServer

Wireless Wireless GatewayGateway

Fax Fax ServerServer

OtherOtherUniversal Universal QueueQueue


Siebel EAISiebel EAI Business Logic LayerBusiness Logic Layer

User Interface LayerUser Interface Layer

CTI CTI DriverDriver

Communication ServerCommunication Server

Siebel Communication API (SCAPI)Siebel Communication API (SCAPI)

Email Email DriverDriver

Fax Fax DriverDriver

WirelessWirelessDriverDriver

Other Other DriversDrivers

VirtualVirtualConnectorConnector

CRM Call Center On Demand



Usability



MANAGEMENT




Availability

Security

Integration



Full Deployment Lifecycle SupportDevelop

Test

Manage

Upgrade

Deploy

SiebelSiebelSiebelSiebel

SiebelSiebel


Built-in Test Automation Integration

• Performance Testing– Typical Issues:

• Recording inserts hard-coded data values that need replacing with variables• Manual replacement is tedious and

time-consuming– A Siebel utility changes data values to

variables automatically with 100% accuracy

– Detailed performance diagnostics

• Functional Testing– Typical Issues:

• Pixel based reference makes scripts fragile to regular changes• Complex proprietary syntax

– Object Reference based Open API– Auto Record functionality– Enables Testing of the Application without

the need to develop scripts


ProductionSource

Deployment

• Web Client Health check– Runtime Validation of High Interactivity

Web Client requirements• IE Browser settings, JRE version,

Browser versions– Automated repair of common

configuration conflicts

• Environment Verification Tool• Application Deployment Manager

– Automated runtime migration of application customizations to Staging or Production Environments

– Simple administration and execution– Pre-configured objects for

deployment

• Siebel Anywhere– Manages application deployment

to mobile devices.– Incremental changes distributed

to minimize traffic

Deploy


System Management

• Customers should work with Siebel to develop an application and system management plan to address:

– Monitoring, DB Admin, Availability, Performance, Disaster Recovery, System Management

• Siebel Provides: Siebel Server Manager – Supported within Standard Client environment– Separate configuration and steady state

operational functions– Parity between GUI and CLI

• Siebel Application Response Measurement– ARM API– Currently Supported by IBM Tivoli

• Siebel is supported by the market leading application administration and monitoring tools:

– Oracle Enterprise Manager– HP Openview– IBM Tivoli– BMC Patrol


Siebel Upgrade Technology

• Upgrade underlying technology– No impact to existing repository

assets

– Used for enhancing infrastructure with zero downtime to business

• Upgrade application assets – including your customizations

– Supports multiple releases - upgrade from any version to the current

– Migrates all customizations

– Siebel supports High Availability Upgrade

• Read-Write key objects

• Read only majority objects

• Siebel undertakes the Upgrade process before anyone else

New New CustomisedCustomised

Customer Proven since 1997Customer Proven since 1997

CustomisedCustomised

Prior Prior NewNew



Usability



MANAGEMENT




Availability

Security

Integration



Security

• Layered Protection of Application– “Bank Vault” Model – No Single

Point of Failure

• Strict Adherence to Industry Standards

– Across all Layers and Technologies

• Secure Processes in addition to Product Features

– Hardening Guides, Vulnerability Testing, Secure Coding Practices

• User Management – Role based

– Identification and Validation

– External Authentication

Access ControlVisibility

Data PrivacyAudit Trail

Secure Data Storage

NETWORK / ENVIRONMENT

NETWORK / ENVIRONMENT

APPLICATIONAPPLICATION

DATADATA

Us

er

Ma

na

ge

me

nt

Fir

ewa

llP

rote

ctio

n

Sec

ure

Co

mm

un

ication

SecureDeployment

Authentication


Common Firewall Placement

• Firewall Deployment– Standard HTTP ports

– Multiple levels of firewall protection

– No application logic in web servers

Web Servers

ApplicationServers

Data Stores

NetworkLocalLocal

DBDB

Syn

cWeb ServerWeb Server

EAIEAI


Business Logic Business Logic Layer and Core Layer and Core ServiceService

Data Layer ServicesData Layer Services

User Interface ServicesUser Interface Services

Bus. ProcessBus. Process

SQL

OLTPOLTP


EAIEAI




EAIEAI

UI LayerUI Layer

SQL

OLTPOLTP

Standards Based Security and Validation

• Industry standards-based secure communication, password security and user authentication

• SSL secured communications– Between clients, Siebel server

components and external servers

• RSA SHA-1 password security

• AES data encryption

• Authentication via Industry standard platforms or custom API

– Directory Server

– Single Sign-On

– Database

– Open API


SSL

SSL

SSLfor SMTPPOP3

SSL

Email Server

Directory (LDAP) Server


Data Security

• Customer Concerns– Access Control Usability, Flexibility, Extensibility– Externalized Access Control– Extended Audit Trail Capabilities – Privacy Requirements

• Siebel Provides:– Flexible data access

control framework

– Out of the box Auditing

• When business component fields are changed

• Who made the change

• What was changed

– Configurable utility to control audit levels



Usability



MANAGEMENT




Availability

Security

Integration



Availability

• The Siebel Architecture supports 24 x 7 operation for business continuity

• Ensures continuous service for high volume, highly demanding implementations

• Eliminates single points of failure (SPOF)

• Ensures the system appears to users to be always available– Through application updates and upgrades

• Provides a Holistic approach to:– Failover Services

– Scalable Services

– Distributed Services

– Storage Redundancy


OLTPOLTPOLTPOLTP

Application Load BalancerApplication Load Balancer

High Availability

• Distributed Services– Multi-threaded, multi-process services– Balance work across active servers

• Load-balanced Services– Use standard HTTP load balancing– Leverage N+1 model of pooled servers

• Failover Services– Redundant server components– Redundant database server– Support for Clustering Services

• Certified for…– Oracle’s Real Appl. Cluster (RAC)– HP MC Service Guard– IBM HACMP– Microsoft Clustering Service – Sun Cluster– Veritas VCS

Web ServerWeb Server (+1) Web Server

WebServices

XML overHTTP

Web Server Load BalancerWeb Server Load Balancer


Resilient pool of web servers

Resilient pool of application servers

EAIEAI




EAIEAI

UI LayerUI Layer

SQL

EAIEAI



EAIEAI

UI LayerUI Layer


EAIEAI

+ 1BrokerBroker BrokerBroker

Failover

SQL SQL


Recovery

• With Oracle’s Siebel Architecture: – All system data and metadata is stored in a secured database: built-in

capabilities, no coding is necessary

• Support Automatic reconnection to the database if the connection is interrupted

• Support all database platforms

• Supports hardware mirroring

– Stateless Web Connection sessions without server affinity are provided through load balancer technology

• No user connection lost in case of web server crash

• Load Balanced Web Server Farm

• Session information is embedded in the requesting URL or in Session Cookie



Usability



MANAGEMENT




Availability

Security

Integration



Scalability and Performance

• Evolutionary Architecture focused on supporting customer interactions in a scaleable and high performance manner leveraging:

– Efficient Clients

– Stateless Web Server, Load Balancing

– Multiple machines per Enterprise

– Multi-threaded services and servers

– Load balanced services and servers

– Fail-over and clustering

– Database connection pooling and multiplexing

SQL

HTML/XML


EAIEAI




EAIEAI

UI LayerUI Layer

SiebelSiebelDatabaseDatabase


Architected for Scalability and Performance

Siebel Smart Web Client

• View Cache (html template caching)

• Application data transmitted independently from HTML

• High performance rendering engine

SQL

HTML/XML


EAIEAI




EAIEAI

UI LayerUI Layer




Web Server

• Web servers supported: – Microsoft IIS,

– Sun Java System,

– IBM’s IHS,

– HP-UX Apache-based

– Oracle HTTP Server

• Compressed transmissions

• Message based interactions

• Very light load on Web Servers– Acts solely as HTTP transmission

layer

– No page assembly

• Hardware based load balancing

SQL

HTML/XML


EAIEAI




EAIEAI

UI LayerUI Layer




• Siebel Server Infrastructure• Platforms supported:

– AIX, Solaris, and HP-UX– Oracle Enterprise Linux OEL5 (and

OEL4)– Other Linux: RedHat 4, SUSE 9– Windows 2003

• Predictable, near-linear scalability : – across multiple CPUs – across many servers

• Functional specialization of server components

• Application execution partitioned • Load balance requests from client

and servers• OS native multi-programming and

multi-threading libraries used• Single logical Enterprise Server

constructed of one or more physical servers to meet performance needs

SQL

HTML/XML


EAIEAI




EAIEAI

UI LayerUI Layer




Advanced Database Support

• Leading DBMS support:– Oracle 11g, including RAC

– SQL Server 2005 EE

– DB2 9.1 for Unix & Windows, DB2 8+ for z/OS

• Data manager generates optimized SQL

• Database multiplexing

• Single DBMS can support high numbers of very active concurrent users

• Scalable from PDA to Enterprise Class

SQL

HTML/XML


EAIEAI




EAIEAI

UI LayerUI Layer



SARM Run-time Architecture

• SARM – Siebel Application Response Measurement - enabling:

– Proactive monitoring of application response times

– Diagnosis of response time problems

– Tuning of applications to meet service level commitments

• Standards-based Application Response Measurement – based on ARM industry standard, which:

– Monitors Response Time, CPU, and Memory

– Provides Comprehensive instrumentation across all Siebel components

– Is a Light-weight scalable framework, Non-intrusive to the end-user

– Supports Monitoring and Analysis tools by Siebel and System Management partners

Application Execution

Server Server ComponentComponent

SARMSARMLogLog

ARM ARM LogLog

Server Server ComponentComponent

SARMSARMCorrelation KeyCorrelation Key

StartStart StopStop StopStopStartStart

SARM FrameworkSARM Framework

3rd Party 3rd Party ARM API ARM API LibraryLibrary


S8.x PSPP results – Recently published

Linux / Unix / Windows

Whitepapers covering complete results available from the Oracle.com web site

http://www.oracle.com/apps_benchmark/html/white-papers-siebel.html

• 7,000 Siebel - IBM– IBM eServer p570

– Oracle 10g R2

– IBM AIX 5.3

• 12,000 Users – HP– HP BL460c, BL660c

– Oracle 10g R2

– RHEL 4.0

• 12,000 Users – HP– HP BL460c, BL680c

– SQL Server 2008

– Windows 2008

• 5,000 Users – HP– HP BL460c, rx6600

– Oracle 10g R2

– Oracle Enterprise Linux 4.5

• 14,000 Users - Sun– Sun T5440

– Oracle 10g R2

– Solaris 10

• 3,500 Users – IBM– IBM eServer x3850

– Oracle 10g R2

– RHEL 4.0


Deployment Options

• Centralized– For: Centralized Organizational structure, one center of

excellence, single command center

• Replicated – Siebel patented synchronization technology

– For: Remote disparate sites with poor infrastructure and network, Organizations with branch nodes and legal restrictions around data

• Hosted– Oracle CRM On Demand

– Siebel CRM Hosted Enterprise Edition

– For: Managed, Zero risk CRM deployments

• Federated– For: Multiple organizations working under

one Parent, different user communities

• Enterprise Business Intelligence– Using Oracle Business Intelligence and Siebel

Relationship Management / Customer Enterprise Warehouse

– For: Data analyses, insight into the business, Marketing activities

On Demand/Hosted Edition

Centralized

CLIENT CLIENT CLIENT CLIENT CLIENT

OLTPEAIEAI


EAIEAI


HQReplicated


OLTP

OLTPOLTP

EAIEAI


EAIEAI


HQ

EAIEAI


EAIEAI


Sub NodeEAIEAI


EAIEAI


Sub Node

Federated


UDMOLTP

OLTPOLTP

EAIEAI


EAIEAI


CDI

EAIEAI


EAIEAI


SvcEAIEAI


EAIEAI


Sales

EAIEAI


EAIEAI


Hosted Service


Enterprise BI

CLIENT CLIENT CLIENT CLIENT

ERP OLTP

OLTPEAIEAI


EAIEAI


SCMEAIEAI


EAIEAI


RMW/ CEW

EAIEAI


EAIEAI


ERPEAIEAI


EAIEAI


HQ


16,00016,000

16,00016,000

14,90014,900

13,80013,800

13,00013,000

13,00013,000

11,03011,030

10,63010,630

10,50010,500

9,5709,570

8,7008,700

8,2308,230

63,79763,797

63,60063,600

41,33541,335

39,10039,100

35,00035,000

31,65031,650

30,00030,000

25,00025,000

24,30024,300

20,00020,000

17,90017,900

16,30016,300

A History of large-scale, Enterprise-wide CRM Deployments

Company Users Company Users


Implementing Large Scale Deployments

“Most important, Siebel technology is helping us improve the quality of dialogue we have with our customers – around what we can do better for them – something that would have been almost impossible before…” Vince Ostrosky, Vice President, CRM, IBM.

IBM – 63,600 Users Worldwide


Implementing Large Scale Deployments

“The enablement of a consistent, industry-leading customer experience requires the close integration of our front office. Siebel has become the primary enabling technology for customer contact at HP and allows us to provide customers with a seamless experience from one touch point to another…” Mike Overly, Vice President–Marketing, Hewlett-Packard Company

HP – 63,797 Users Worldwide



Usability



MANAGEMENT




Availability

Security

Integration




• Complete– Leverages and integrates data from multiple heterogeneous sources into a

single logical model

• Detailed– Direct access to detail level data in underlying data sources

– Performance and scalability to handle large data volumes

– Intelligent and seamless use of aggregates

• Rich and Complex calculations– Integrated server-based data mining and predictive capabilities

– Predictive insights to drive customer interactions at all touch points

• Relevant and Timely information– Detail level and scope personalized by built-in understanding of peoples role

– Shares the same data visibility rules with the OLTP platform

• In Context– Web Services architecture with Pre-built integrations

– Delivery options: intelligence dashboards, mobile analytics, proactive alerts


Oracle Business Intelligence Server

Architecture – Delivering Insight

SiebelOLTP

BackOffice

SiebelRMW/CEW

EnterpriseDW

DepartmentData Marts

Enterprise Business Model Metadata ServicesEnterprise Business Model Metadata Services

Multidimensional Analysis EngineMultidimensional Analysis Engine Data Mining SrvsData Mining Srvs

Relational (SQL) Sources

Multi-dimensional

(MDX and non-MDX) Sources

File or XMLSources

►All Relevant Enterprise Data Sources

Real-Time DecisionsReal-Time Decisions

Calculation and Integration ServicesCalculation and Integration Services

Intelligent Request Generation and Optimized Data Access ServicesIntelligent Request Generation and Optimized Data Access Services

• Single, logical view of all enterprise data

• Scalable Performance

• Rich analytical capabilities

• Centralized control, security, and visibility

Intelligent Multi-Level Caching ServicesIntelligent Multi-Level Caching Services

Intelligence Intelligence DashboardsDashboards

Information Access, Analysis and Delivery Options

ProactiveProactiveDetectionDetectionand Alertsand Alerts

MarketingMarketingSegmentationSegmentation

Data Data MiningMining

Mobile Mobile BusinessBusiness

IntelligenceIntelligence

In-ContextIn-ContextOperationalOperational

InsightInsight

Web Web ServicesServices

Ad-hoc Ad-hoc ExplorationExploration

Open Intelligence InterfaceOpen Intelligence Interface

AdvancedAdvancedReportingReporting

OthersOthers


Operational & Analytical Reporting

ETL


SiebelSiebelOLTPOLTP

RelationshipRelationshipManagementManagement/ Customer / Customer EnterpriseEnterpriseWarehouseWarehouse


Oracle BIOracle BIMetadata and ETLMetadata and ETL

Oracle BI Repository

Oracle BI Oracle BI SchedulerScheduler

Mail Transport Mail Transport AgentAgent

Business Business Logic and Logic and Core Core ServicesServices

Data Layer ServicesData Layer Services

Actuate Actuate Report Report ServerServer

User Interface User Interface ServicesServices

Siebel Report Definitions

CRM BI UsersBI + CRM Combined

Operational Reports• Expense Reports• Quotes• Orders• …

Oracle BI Reports• Sales Analysis• Churn Models

3rd Party Open Integration

ETL

Oracle Business Intelligence Server

Data Access Data Access Services - BIServices - BI

Modeling and Modeling and Calculation Services Calculation Services - BI- BI

Presentation Presentation Services - BIServices - BI

ReportReportMetadataMetadata

Source Data Inc Finance, Source Data Inc Finance, HR and SCMHR and SCM



Usability



MANAGEMENT




Availability

Security

Integration



Summary…

• Siebel 8.1.1 Applications Architecture fully supports the requirements of today’s adaptive businesses in delivering the requirements of Front Office packaged applications:

• Designed to effectively address the challenges of multi-channel deployments.

• Architected to deliver maximum out-of-the box capabilities, whilst enabling unprecedented upgradeable capabilities for customization and configuration.

• Delivers multiple, runtime administered, workflow, rules and data driven engines to encompass all the flexible demands of the front office.

• Supports the complexities of Data Management and integration with fully embedded solutions and capabilities.

• Provides full interoperability with SOA environments, Web Services and Oracle CRM On Demand, Oracle Fusion and Component Assembly solutions.

• Addresses the challenges of the deployment lifecycle with Testing Solutions, Deployment Utilities, Management Tools Integration and Upgrade Capabilities.

• Evolved to meet the security demands of some of the top security conscious organizations.

• Has developed to deliver the availability, performance and saleability of the largest CRM implementations in the world.

• Fully embeds Analytics to provide the capabilities to deliver insight and drive customer interactions at all touch points.


Architecture

Q & A


For More Information

search.oracle.com

or

http://www.oracle.com/applications/crm/siebel/crm-technology/index.html

Siebel CRM Architecture

siebel 8 applications - technical architecture overview - v811

Documents

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