RELEASE CONTENT DOCUMENT

Master Data Management Oracle Customer Hub 8.2 (Siebel OCH)

Prepared by MDM Product Management & Strategy

Last Updated: Version:

January14, 2010 1.0

Copyright 2009 Oracle Corporation All Rights Reserved

Table of Contents

1. 2. 3.
3.1.

Disclaimer Introduction New and Changed Features in OCH 8.2

End-To-End Data Governance
3.1.1. Overview 3.1.2. Data Governance Manager (DGM) 3.1.3. Data Relationship Management for Oracle Customer Hub Advanced Customer Hierarchy Management 3.1.4. MDM Analytics 3.1.5. List Import 3.1.6. Enhanced Stewardship

1 2 4
4
4 4 7 8 10 10

3.2.

End to End Data Quality

3.2.1. 3.2.2. 3.2.3. 3.2.4. 3.2.5. Overview Integrated Cleansing Enhanced Matching Data Decay Management High Performance Overview Web Services Library Siebel 8.1.1, EBS R 12, SAP and BRM Integration and Certification Interoperability with Communications Industry PIPs

13
13 14 15 18 19

3.3.

End-to-End Integration
3.3.1. 3.3.2. 3.3.3. 3.3.4.

20
20 21 23 23

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1. Disclaimer
This Release Content Document (RCD) describes product features that are proposed for the specified release of the Oracle Customer Hub. This document describes new or changed functionality only. Existing functionality from prior releases is not described. It is intended solely to help assess the business benefits of upgrading to the specified release of the Oracle Customer Hub. This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oracle Software License and Service Agreement, which has been executed and with which you agree to comply. This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. This document is for informational purposes only and is intended solely to assist in planning for the implementation and upgrade of the product features described. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described in this document remains at the sole discretion of Oracle. Due to the nature of the product architecture, it may not be possible to safely include all features described in this document without risking significant destabilization of the code.

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document

2. Introduction
This Release Content Document (RCD) communicates information about new or changed functionality introduced in Oracle Customer Hub 8.2. (aka Siebel OCH). Oracle Customer Hub (OCH) 8.2 is a major release of the Customer master solution of the Oracle Master Data Management (MDM) portfolio, probably one of the largest in several years. This releases ambition is to help organization turn their data into true corporate assets. It is focused on 3 major themes: best in class data governance, end-to-end data quality, pre-built integration and Best in class data governance relates to o the availability of the first tool of the market built to address the needs of Data Governance professionals: Data Governance Manager o A new module enabling best in class hierarchy management with the inclusion of Hyperion Data Relationship Management within OCH providing analytical MDM and hierarchy manipulations capabilities. o MDM analytics o Enhanced stewardship capabilities End-to-end data quality provides a complete framework enabling controlled path to higher data quality levels for the enterprise, the visible part of MDM projects Pre-built integration through enhanced web services and Application Integration Architecture provides faster deployments because MDM is pre-cabled to consuming apps made MDM Aware

The diagram below summarizes the new release highlights

This new release has been developed with strategic System Integrators partners who have jointly designed and developed some of the key features of the release. Their contribution has been instrumental to providing critical insight into customers need as well as skilled resources for accelerating development and ensuring its high level of quality. These trained resources are now available to implement with less risk and stronger abilities the deployments of the solution. In this release we have been working specifically with

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document

Serene Corporation on the data quality aspect of OCH 8.2 First San Francisco Partner on the design of the Data Governance Manager Aragon Consulting on the development of key elements of the OCH release

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document

3. New and Changed Features in OCH 8.2

3.1. End-To-End Data Governance
3.1.1. Overview
Oracle Siebel OCH 8.2 includes a rich set of features providing an end-to-end data governance solution. The key components that constitute data governance include Data Governance Manager Advanced Customer Hierarchy Management MDM Analytics List Import Advanced Data Stewardship

3.1.2.

Data Governance Manager (DGM)

DGM is a solution targeted to help organizations with the centralized administration of enterprise data governance. It delivers a new web 2.0-like user interface that simplifies hub operations by enabling organizations to easily monitor and track key hub data quality metrics and the sources of bad data, while also allowing easy access to data repair operations. DGM has been built to meet the requirements of data governance professionals especially in the area of Define and communicate data definitions, policies and business rules Operate consolidate, share and cleanse hub functions Monitor hub operations and track sources of bad data in the enterprise Fix data issues proactively and help tune data quality rules

Oracle Data Governance Manager (DGM) provides an intuitive graphical user interface as the single management destination for data stewards and business users alike. Using DGM, data stewards can easily perform stewardship
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operations on cross-departmental data in a centralized place. The DG overseeing group can also manage the data stewards performance and workloads and generate data quality assessments to monitor and demonstrate progress for continued executive support. DGM serves as a place to define and set enterprise master data policies and to monitor and fix data issues. It also helps operate the different functions in the MDM data lifecycle: Consolidate, Master, Cleanse, Share and Govern, and is designed around these functions, giving easy access to them, as shown in below.

DGM Homepage Master The Master section shows the number of records that have been created and/or updated within a given period of time. DGM shows results for contacts and/or accounts and allowing for drill-down to individual records. This information gives insight into the activity that has taken place in the MDM hub.

Master feature screen Consolidate In Consolidate, DGM helps operate data consolidation tasks with a workbench that creates, manages and monitors batch import activities. Data stewards are can start batch import jobs into the MDM hub very quickly and directly from DGM. The steward can also view completed and pending jobs, as well as
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perform any immediate correction of rejected records from a previously run batch job.

Batch report screen shows the scheduled and submitted batches Cleanse Poor data quality can increase the cost and complexity across the enterprise. DGM enables continuous monitoring of data quality within the MDM hub by tracking data quality metrics around completeness, at a record and attribute level. It shows the data quality level for the MDM hub and all registered external system, allowing data stewards to monitor the data and identify bad sources of data that they can then resolve accordingly. Share DGM shows detailed information on the MDM hubs real-time activity in its Share function. It shows the number of updates, merges and unmerges that have happened in the system in a given period of time. Govern Governance involves keeping track of and defining data metadata and rules that will ultimately dictate how the enterprise data runs. DGM provides a working queue for manual resolution cases for the data steward. It also provides easy access to multiple administration and rule definition screens of the customer hub. Additionally, DGM links to reference documents to view the agreed upon data definitions. Finally, it acts as a dashboard to access data remediation tools, such as Data Watch and Repair.

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Govern feature in DGM

3.1.3.

Data Relationship Management for Oracle Customer Hub Advanced Customer Hierarchy Management

Advanced Customer Hierarchy Management is enabled within OCH through integration with Oracle Hyperion Data Relationship Manager (DRM). This expands hierarchy management capabilities with DRMs features made available for UCM accounts, account hierarchies and Dun & Bradstreet (D&B) hierarchies. In this advanced option, data stewards can create new hierarchies; drag and drop new account nodes into and out of a hierarchy; and compare, blend, merge, and delete hierarchies.

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document

With OCH 8.2, users can also edit hierarchies within DRM by clicking the Advanced Hierarchy Management button. In a separate view, users select accounts from 3 places: UCM Account Hierarchies, UCM Accounts, and D&B Account Families.

Once selected, these hierarchies can be exported to DRM, where data stewards can use all DRM features for hierarchy management and manipulation. While working in DRM, data stewards can: Create hierarchies: using UCM accounts that were selected and imported into DRM. View hierarchies: UCM hierarchies can be browsed and compared to one another. Additionally, each account can be queried for and located across all hierarchies. Additional information on accounts within a hierarchy includes: siblings, parent, ancestors, children, descendants and links. Edit hierarchies: Data stewards can insert and remove UCM accounts from a hierarchy, drag and drop UCM accounts, and also delete, blend and merge hierarchies.

After performing changes in DRM, data stewards can return to OCH with the account hierarchies they had previously selected and sent to DRM. All changes in the selected hierarchies, as well as any newly created hierarchies in DRM, will be brought back to OCH upon committing a Save. This action also closes the DRM session, and purges all Hub data from the DRM application. Also, the modified hierarchies are versioned within OCH; in other words, the previous hierarchy version is stored as a History version and the updated hierarchy will be displayed as the current Customer Hub account hierarchy.

3.1.4.

MDM Analytics
MDM Analytics dashboards enable data steward to quickly and proactively assess the quality of customer and contact dimensional data entering OCH. Through its ease of use, the dashboard accelerates the datas time-to-value and helps to drive better business results by: 1. pinpointing where data quality improvement is needed; 2. enabling the data stewards to take corrective action to improve the quality and completeness of the Customer and Contact data; and, 3. Helping to improve organizational confidence in the information. Master Record Completeness Dashboard Page The Master Record Completeness dashboard page presents the data steward(s) with a comprehensive view of their organizations Customer and Contact data completeness. The data steward(s) is able to quickly determine the state of their

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document

data quality and identify data entities. This helps to ensure that organizations have all of the necessary intelligence data to make correct business decisions. Master Record Completeness Detail Dashboard Page The Master Record Completeness Detail Dashboard page presents the data steward(s) with a detailed view of their organizations Customer and Contact data completeness. The data steward(s) is able to quickly identify missing attributes in a series of data entries.

Accuracy Dashboard Page The Accuracy Dashboard page presents the data steward(s) with a view of the activity against their Account and Contact in the system. This dashboard provides the data steward(s) the means to quickly highlight the Customer and Contact records in their system requiring additional attention.

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document

3.1.5.

List Import
Oracle OCH allows the business user to perform bulk import operations on Account and Contact records from external systems with easier error management. This functionality is now aligned with the List Import functionality of Siebel Marketing and can be deployed with or without mastering functionalities. The configurable process allows the business user to import from the following file formats: Delimited text files (such as csv, tab delimited, fixed width, or other delimiter), and XML files. The automated process consists of two steps performed within OCH Administration screens and views: a list import into OCH SDH (Source Data History) tables, and then a batch process which calls existing OCH services for data cleansing, data matching and survivorship

OCH 8.2 delivers the following key benefits: Empowers business users to load data o Configurable metadata driven approach o Template driven approach Error resolution views List Import as a web service

3.1.6.

Enhanced Stewardship
OCH 8.2 Data stewardship capability has been enhanced to not only deliver richer set of features but also to provides a better user experience. The new enhancements and capabilities include: Enhanced Survivorship

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Rules Engine Based survivorship to define any rule beyond the seeded Rule Types. Survivorship rules are an automated means of controlling the quality of customer data stored in UCM. Out of the box, we support integration with Siebel Business Rules Engine (Haley) for Business logic based survivorship; integration with any other rules engine can be configured New Rule Types Master and Slave in merge case. Master means the Survivor record selected by the user will win over the Victim record. Slave means the victim record selected by the user will win over the survivor record. In UCM connector case, when incoming request comes in, Master means the values stored in UCM will always win over the incoming record. Slave means the values sent by external application into UCM will always win over the values in the existing best version record.

Configurable Date Field enhancement enables customer to choose a different Date field other than the default Updated field as the comparison criteria when Recent/History comparison rules are executed. Household Survivorship can be configured

Enhanced Merge/Un-Merge o Guided Merge using Task Based User Interface allows end-user to review duplicate records and give ability to override the survivorship rules engine outcome in step by step process. Guided merge results in three versions of record in action and allows end user to decide how the final record version in the UCM should look like after the merge task is submitted for process

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Survivor: The record whose row id will survive Victim: The record that will be deleted Suggested: Record generate as result of running through survivorship engine o Only supported for parent objects Account Contact

Suspects Incoming record posted to base table as Suspect awaiting Resolution. In previous UCM release, when a new incoming record is flagged as potential duplicate of existing records (manual review case), the new record is NOT created, and instead it is placed in the Incoming Duplicates views, waiting for data steward intervention. When Suspect Match feature is enabled, UCM will insert a new record for the manual review case and continue processing, while flagging the record for review later in Existing Duplicates views. Suspect record can be updated, deleted or merged via UI or incoming message. Data Steward can choose to approve suspect or can merge into an existing UCM record via Guided Merge or one step merge operation flag. Merge Request enhancement provide ability to submit merge request from edge systems using Web Services for two existing records. Synchronous response on the merge request status will be sent to the requestor, i.e. Pending, Rejected etc. Merge requests on records not existing in UCM database will be rejected. Enhanced Un-Merge User interface to list only previously merged records.

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3.2. End to End Data Quality

3.2.1. Overview
Oracle Customer Hub provides best in class data quality capabilities with a complete offer covering profiling, address validation, parsing and standardization and deduplication (including an ability to support multimode real time and batch-, multi address, multi languages, multi source systems and more generally multi criteria matching rules), as well as a data decay engine.

New Data Quality Offerings

Feature
Profiling/Pattern Profiling/Pattern Detection Detection

Functionality
Understand data status & deduce meaning from unstructured patterns Create structured records from unstructured data Spot and correct errors; transform to std format Valid address identification and correction Spot / eliminate duplicates & identify related entities

Examples
Name: LN+FN (CHS, KOR, JPN); FN+MN+ PN+LN (Latin); Tel# is null 30% Address field -> Address Line 1, City, State, Nationality: US, USA, American-> USA 809 Newel rd, PALO ALTO 94301 -> 809 Newel Road, Palo Alto, CA 94303-3453

Oracle Offering

ODQ Profiling Server

Parsing and Parsing and Standardization Standardization Address Address Validation // Validation Cleansing Cleansing Matching and Matching and Linking Linking

ODQ Parsing & Standardization Server ODQ Cleansing Server ODQ Matching Server
Universal DQ Connector + D&B connector + AIA 2.4 PIP for Acxiom

Haidong Song = =
Haidong Song: single, 1 child, Summit Estate, DoNot Mail

Enrichment Enrichment

Attach additional attributes and categorizations

14

Oracle Data Quality provides a framework enabling a controlled path to higher data quality levels for the hub as well as the entire enterprise

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Data quality rules are defined declaratively in the Rules Manager and executed against the source systems inputs in the Rules Execution Engine (aka Workbench) to profile / analyze the data with pre-defined metrics, cleanse and standardize the data including the validation and potentially the correction of invalid addresses, match and deduplicate duplicated records and finally enrich the data from 3rd party systems. The objective of this framework is to load the target system with zero rejects and a clean customer data set. The exception management layers goal is to provide a framework to both automatically or manually fix the incorrect data not only in the target CRM/MDM system but also in the sources and hence enhance data quality for the enterprise. Data quality levels can be gradually increased / adjusted as a function of the capacity of the exception management process and the time at hand to fix the data given project constraints.

3.2.2.

Integrated Cleansing
Oracle Data Quality Address Validation Server provides capabilities to parse, standardize, transliterate, deduplicate and validate all address data, resulting in improved address data quality, which in turn would help enterprise in integrating international customer information, preventing against identity loss, and assisting in fraud detection and prevention, as well as directly reducing mail based marketing costs. Oracle Data Cleansing Server performs validation of address data against published standards and directories by utilizing reference data. As postal codes change in different countries due to settlements, system changes or name changes, reference tables for each country can also be updated on a monthly, quarterly or biannual basis. Oracle leverages arrangements with leading postal reference data provider to enable customers to receive the updates on a periodical basis. These reference tables are provided in a separate, platformindependent database making it easily updateable at any time.

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Oracle Address Validation Server provides the following key capabilities: Advanced Validation, Parsing, Standardization and Updates Validates the address against the countrys postal reference file The level of validation depends on the level of detail in the postal reference file The validation status indicates whether the address was valid, and if not, whether it has been corrected. o Corrects some error and variation in the input address. o Corrects the postal information if the input address contains an erroneous or out-of-date code. In validation, the address is first parsed Validation can happen in both suggest and certify modes o In suggest mode, the Address is validated against the postal directory and suggests the best matched address o In Certify mode, the Address is validated against the postal directory and retrieves extended address attributes like zip + 4

Supports address coverage in more than 240 countries Scalable high performance Integrated single engine supports all countries Real-time and Batch Metadata driven modulation of address validation. New connector between Oracle Customer Hub ( OCH 8.2) and Oracle Data Quality Address Validation Server

3.2.3.

Enhanced Matching
Oracle Data Quality Matching Server performs high-quality search, match, duplicate identification, and relationship linking on all types of name, address and identification data.

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The highlights of the Oracle Data quality Matching server include: Multi-Mode support Oracle Data Quality Matching Server provides the capability to use different set of match rules depending on the mode of operation. For example, it allows one set of match rules to be applicable for data getting in through Real time mode and a different set of match rules for data getting in through the batch mode. Multi-Source support Oracle Data Quality Matching Server provides the capability to use different set of match rules depending on the Source from where the data is coming from. For example, it allows one set of match rules to be applicable for data getting in from a CRM system and a different set of match rules for data getting in from EBIZ system. Multi-Attribute support Oracle Data Quality Matching Server provides high quality search & matching on all types of name, address and identification data like: o o o o o o o Person Names Organization Names Address elements Dates Telephone numbers Product Names Social Security/Drivers License/Passport Numbers etc.

The attributes/fields that are used for matching can easily be modified by changing the match fields in the system definition file. Also depending on the Business Requirement, different weighs can be given to different match fields.

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The screenshot of the screen where weights are given to different match fields is shown below.

Multiple Address matching support Oracle Data Quality Matching Server provides the capability to consider all the addresses associated with the parent entity (Account or Contact) for matching as against using only the primary address for matching. Multi-Language support
Oracle Data Quality Matching Server provides the capability to use different set of match rules depending on the Language or the Country of the record. This feature can be used by the Customers with multi geographical implementations where there will be the need to use different Search Criteria/Match Rules for records with different Languages/Countries. For example, a Contact with name William will match to a Contact with name bob when the country of the record is USA, but when the country of the record is India, William will not match to Bob

Multi Criteria (Rules Based) It includes an easy to use administration console which enables enterprise to create new match rules or edit existing match rules for their specific scenarios, or to extend matching to additional languages and/or locales. Oracle Data Quality Matching Server delivers industry leading global coverage with language/locale specific matching libraries for 52 languages/locales Support for highly flexible search strategies The solution includes highly-flexible search strategies, which can be selected based on the data being searched for, the level of risk and the need that the search must satisfy, allowing users to balance performance and comprehensiveness of search/match. There are multiple Search strategies like Extreme, Exhaustive, Typical, Narrow, and Custom that are available out of the box.

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 Smart indexing to cut through error and variation in identity data, including multi-country, multi-language information. Using smart indexing and key building, Oracle Data Quality Matching Server cuts through error and variation (including spelling, phonetic, transliteration and multi-country data errors, as well as any missing or out-of-order words and other variations), to help enterprise discover duplicates and establish relationship both in real time and batch. There are multiple indexing strategies like Standard, Limited, Extended that are available out of the box. Support for Incremental Data Load Oracle Data Quality Matching Server provides the capability to load and index the data incrementally rather than loading and indexing millions of data in one go. This will simplify the deployment of the solution.

3.2.4.

Data Decay Management

Data decay refers to the way in which managed information becomes degraded or obsolete or stale over time. OCH 8.2 provides data decay dashboards to monitor and fix the data decay of Account and Contact records. These dashboards are accessed through the OCH administration screens. The below Data Decay chart shows number of Account in the hub with respect to corresponding Data Decay Indicator (DDI) value. DDI is an integer variable we use to track how stale is field values in our system. DDI values range from 0 to 100. 100 is the most up to date field and 0 is decayed field value. Every field which is tracked for Data decay resets the value of DDI to 100. Algorithm to reduce the DDI over period of time very configurable and can be tailed to customer needs on how quickly or slowly we want to make field values as stale.

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OCH Data Decay management consists of the following key components: Decay Detection: Captures updates on the monitored attributes / relationships of a record and sets the decay metrics at the attribute level granularity or relationship level granularity. Decay Metrics Re-Calculation - Process to retrieve Decay Metrics for the monitored attributes/relationships of a record, use a set of predefined rules to calculate the new metrics value and update the metrics. Decay Correctness - Identifies stale data based on certain criteria and triggers a pre-defined action. Data decay monitors can be configured on column and records level. And can trigger actions based on some pre set criteria for example we can make a rule that when data is decay indicator for consumer address field reaches 80 then we automatically trigger enrichment call to Acxiom to get the latest information about the consumer address. Decay Report - generates Decay Metrics charts on a periodic basis

Data decay dashboards enables the users to fix the right data at the right time thereby minimizing the cost of correction and enrichment of data.

3.2.5.

High Performance
Oracle data quality solution has a proven track record in terms of scalability and performance, handling large volume, highly-scalable, critical applications. The key enablers include

Enhanced connector with Session Pool Management

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 Enhanced index management that enables faster synchronization and incremental load support.
It is a highly-scalable solution with proven performance on systems with billions index entries on one database and millions real-time transactions in an hour.

3.3. End-to-End Integration

3.3.1. Overview
Oracle OCH 8.2 is delivered with pre-built standards compliant and crossindustry-interoperable integration processes with Siebel CRM, Oracle Ebusiness Suite, SAP and Oracle Billing & Revenue Management to acquire customer data and share master data. There are 2 types of flows that are supported with this pre integrated solution:
The Push Mode

In this mode of operation, the participating applications act passively where they send new or updated customer information to the hub for cleansing, deduplication and enrichment. The hub then in turn publishes the cleansed golden version to all the participating applications.

The push mode flows are asynchronous. This mode of operation is non-intrusive with respect to the need to change the source and target applications. They do not assume that the hub is the data master, thereby ensuring that the authoring can be decentralized. Because of the non-intrusive character of this architecture, push mode MDM implementations can lead to faster MDM project delivery.

The Pull Mode

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In this mode of operation, Siebel CRM and Oracle EBS (and possibly other applications using composite UI) interact with the hub in real time by executing synchronous integration processes at the time of data entry

The Pull mode processes are synchronous and enable a real-time interaction between Siebel CRM, Oracle EBS and OCH. Through these processes the consuming applications have On-Demand access to the source of truth for customer data and hence allow duplicate data prevention and capture of the right data at the time of entry The key enhancements with OCH 8.2 related to prebuilt integration capability include Web Services Library Support for latest versions of Siebel, Ebusiness Suite, SAP and BRM Integration Process Interoperability

3.3.2.

Web Services Library

OCH 8.2 has been enhanced to include more than 20 additional composite and granular web services. These services provide a handle to expose day to day operational and analytical functionality used by Data Steward in form of web services. Customers preferable user interface applications can consume these services to expose this functionality. Out of the box we have used ADF based application Data Governance Manager consumed following web services.

MasterService
Following services are added in OCH 8.2 to expose master section functionality covered under Data Governance Manager. Get Master Entities Count Get Master Organization Details Get Master Person Details

ConsolidateService
These services provide reports on exiting batches and help report records gone in exception patch. We can leverage these services to make corrections and reOracle Customer Hub 8.2 (Siebel OCH) Release Content Document 21

run the batches Following services are added in OCH 8.2 to expose consolidate section functionality covered under Data Governance Manager. Get Batch Process Report Get Specific Batch Report Get Completed Records Batch Report Get Organization Rejected Records Detail Report getPerRejectRecordsDetailReport updateOrgBatchRejectedRecords updatePerBatchRejectedRecords

ConsolidateListImportService These services are very extensively used by consolidate module of DGM to kick of new import jobs. Following services are added in OCH 8.2 to expose list import functionality over web service, obtainTemplateList submitNewImport CleanseCompletenessService
These services help bad sources of data in the enterprise, and pull the records which are non complaint with the completeness matrix defined. Following services are added in OCH 8.2 to expose cleanse section functionality covered under Data Governance Manager. Get Hub Complete Compliance Info Get Hub Organization Incomplete Detail Get Hub Per Incomplete Detail Get Source Complete Compliance Info Get Source Organization Incomplete Detail Get Source Per Incomplete Detail

ShareService
This service helps get the real-time information about the share module functionality. Get Share Information

SystemsRegistrationService
This services helps get number of systems registered to OCH Get Systems Registration Info

GovernService This service helps pull work queue information of Data Steward from OCH
Get Organization Suspect Records Get Person Suspect Records Remove Pending Record Submit Merge Request Organization Record Submit Merge Request Person Record

Request Merge Services

These services can request merge on two selected records over the integration layer

Organizations Persons

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3.3.3.

Siebel 8.1.1, EBS R 12, SAP and BRM Integration and Certification
Prior to OCH 8.2, the participating applications included Siebel CRM 8.0 and Oracle Ebusiness Suite 11.5. In OCH 8.2, the latest versions of the participating applications (Siebel CRM 8.1.1 and Oracle Ebusiness Suite R 12) are supported. Prior to OCH 8.2, the pre-integrated solution included only Siebel CRM and Oracle Ebusiness Suite. With OCH 8.2, additional applications are also integrated out of the box. The additional applications include Oracle BRM 7.4 and SAP ECC. With for OCH 8.2 following is the product version certified Product Siebel CRM Integration Option Oracle E-Business Suite Integration Option Oracle Communications Billing & Revenue Management Integration Option SAP Integration Option Version 8.1.1.1 QF #1102 (new in 2.5)

EBS 11.5.10
12.1.1 (new in 2.5) BRM 7.4 RTW with patch number 8943067

SAP ECC 6.0

3.3.4.

Interoperability with Communications Industry PIPs

The Customer master data management integration processes now are interoperable with Communications Industry integration processes supporting the following 2 scenarios: Customer Creates: When a Customer Data is created in CRM as part of an Order it automatically triggers a Sync flow that will publish the data to the Oracle Customer Hub. The Oracle Customer Hub will process the data by cleansing it, matching to existing data, and if match is found linking it and updating the golden record of the customer. OCH will then publish back to CRM the updated data and publish to subscribing applications. In the meantime on the CRM side the CSR will complete the Sales Order and submit it trough the AIACOM Order to Bill flow with a reference to the Customer Data. The Sync Customer step will perform a Cross-reference check and identify that the Customer Data is new and needs to be created in BRM. The new customer data will be queried from CRM and used to create the Customer Data in BRM. The Oracle Product Hub will publish in batch mode to BRM the updates that were applied to the Customer Data. The BRM connector will perform a Cross-reference check. If the cross-reference is found, then the updates will be applied to BRM. If the Cross reference is not found then they will be discarded.

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Functional Steps in Customer Data Create across MDM Customer and AIACOM flows

CRM

Create Customer Data

...

Update Customer

...

Submit Sales Order

Retrieve Customer Data

(CRM ABC, EBS, UCM ABC)

Query BRM Specific Customer Data

AIA

Sync Customer

Sync Customer Response

Sync Customer

Process Sales Order

Sync Customer

UCM

Create Customer Data

Cleanse

Match

Link & Update

Publish Sync Response

Publish Sync

(BRM ABC)

Notation MDM Step MDM Step Specific to this PIP AIACOM Step

Create Customer Data Process Update Customer

No

NOOP

AIA

X-ref exist?

Yes

Apply Customer Updates

BRM

Create Customer Data

Update Customer Data

Customer Updates (Account and Contact): When a CSR updates Account Data in CRM this automatically triggers a Sync Customer flow that will publish the data to the Oracle Customer Hub (as part of the Customer MDM flow) and to Oracle BRM (as part of the AIACOM Agent Assisted Billing Care flow). OCH will process the data and do the usual cleanse, match, and link and update and publish the updated data as response back to CRM and as sync to subscribing applications. AIACOM Agent Assisted Billing Care flow will check if a BRM Cross Reference exists for the updated account data and if so it will update the account in Oracle BRM. The Oracle Product Hub will publish in batch mode to BRM the updates that were applied to the Customer Data. The BRM connector will perform a Cross-reference check. If the cross-reference is found, then the updates will be applied to BRM. If the Cross reference is not found then they will be discarded as the customer does not exist in BRM and thus is a prospect
Functional Steps in Customer Data Account-level Update of Customer Data across MDM Customer and AIACOM flows

CRM

Update Customer Data

Retrieve Customer Data

Update Customer

(CRM ABC, EBS, UCM ABC)

Query Customer Data

AIA

Sync Customer

Sync Customer to BRM

Sync Customer Response

Sync Customer

UCM

Create Customer Data

Cleanse

Match

Link & Update

Publish Sync Response

Publish Sync

(BRM ABC)

AIA

Notation MDM Step MDM Step Specific to this PIP AIACOM Step Shared Step

Update Customer Data

No Process Update Customer

NOOP

X-ref exist?

Yes

Apply Customer Updates

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BRM

Update Customer Data

Update Customer Data

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 Contact Level Update of Customer Data: Oracle BRM only provides services to update a Contact in the context of an Account. When OCH publishes a Sync Contact it needs be transformed into a Sync Account message so that it can be processed by the BRM services. Compared to the previous flow, the flow described in this slide has an additional transformations step that will convert the Sync Contact Message into a Sync Account message, so that the Contact can be updated in the context of the Account.

Functional Steps in Contact-level Update of Customer Data across MDM Customer and AIACOM flows

CRM

Update Customer Data

Retrieve Customer Data

Update Customer

(CRM ABC, EBS, UCM ABC)

Query Customer Data

NOOP No

AIA

Sync Customer

Sync Customer to BRM

Sync Customer Response

Sync Contact

Transform Sync Contact into Sync Account

Check X-ref For Account AND Contact

X-ref exist?

UCM

Create Customer Data

Cleanse

Match

Link & Update

Publish Sync Response

Publish Sync

Yes

(BRM ABC)

Notation MDM Step MDM Step Specific to this PIP AIACOM Step Shared Step Update Customer Data Process Update Account Apply Account Updates

AIA

BRM

Update Customer Data

Update Customer Data

3.3.5.

SOA Governance Tools

Integration solution is delivered on Oracles leading fusion middleware which contains following SOA governance capabilities.
Artifact Generator: The Artifacts Generator is a development tool that can help jumpstart your Oracle AIA development by auto generating much of the common code needed to create Oracle AIA application business connector (ABC) service implementations. The Artifacts Generator is a command line Apache Ant tool that uses the Free Marker template engine to generate complete and compliable ABC service implementations in BPEL. PIP Auditor: The Process Integration Pack (PIP) Auditor verifies that a PIPs design and development adheres to Oracle Application Integration Architecture (AIA) guidelines. The PIP Auditor contains a number of tests that check for different standards mandated or recommended by Oracle AIA with respect to PIP design and development. The PIP Auditor generates high-level HTML and detailed XML reports that provide information about violations to the mentioned standards XMAN: The XSLT Mapping Analyzer is a tool you can use to generate the mapping information from the application business connector (ABC) service transformation XSL into HTML.

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The input of the XSLT Mapping Analyzer is the ABC service transformation XSLT. The ABC service transformation XSLT is an XSL code that maps the source enterprise business message (EBM) to application schema or from application schema to EBM. To simplify the mapping from the source application schema to the target application schema, the XSLT Mapping Analyzer takes the XSLT file as input and extracts the mappings from the source to target elements and displays the mapping information in a table that is easier to understand.

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