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Oracle Confidential

Siebel Architecture
Siebel 8.1.1 Applications Architecture Technology Overview

Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Cross-Channel Optimized Architecture


Self Service Internal Users Siebel Mobile Applications
Local

E-mail

Gadgets

Web Server Fusion Middleware


Siebel Self Service

Web Server Siebel Server Web Services


User Interface Integration Services Business Logic

Web Server Oracle BI Server

Web Services Additional Data Sources & Services


SAP
PSFT
Adobe forms

Analytical Applications

Supplied Integrations
Oracle Secure Enterprise Search Adobe Forms Haley Rules CCA AIA

Data Access Services

ETL

EBS
Legacy

OLTP

CRM Datamart

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Siebel Platform Support


Customer Facing Applications
HTML/XML Browsers: Microsoft IE 6.0 on Windows XP SP2 or Windows 2000 SP4+, Microsoft IE 7.0 on Windows Vista or Windows XP SP2, Netscape 8.1 on Windows XP SP2, FireFox 1.5.0.4 on Win2K/XP/Apple OS X/Linux, Safari 2.0.1 on Apple OS X Browsers: Microsoft IE 6.0 on Windows XP SP2+ or Windows XP Tablet PC Edition 2005 SP2+; Microsoft IE 7.0 on Windows XP SP2+, Windows Vista SP1+ or Windows XP Table PC Edition 2005 SP2+ HP-UX Apache-based Web Server v. 2.0.58 or above IBM HTTP Server 6.1 or above Sun Java System Web Server 6.1 Microsoft IIS 6.0 Oracle HTTP Server 10g HP-UX 11i v2 (11.23 Itanium) IBM AIX 5.3 or higher Sun Solaris 10 Microsoft Windows 2003 Server Linux (SuSe Enterprise V9, Red Hat Enterprise V4, Oracle Enterprise Linux V4 & V5.1) IBM DB2 for LUW 9.1 IBM DB2 UDB 8 for z/OS and OS/390 Oracle 11g MSSQL Server 2005 v9 mode

Web Server

Employee Facing Apps Web Servers

Siebel Application Server


UI Layer Bus Logic Layer Data Layer

EAI

EAI

Enterprise Server Platforms

SQL

OLTP

Database Server Platforms

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Mobile Disconnected Applications


Siebel Online Applications
Local DB Local DB Local DB Local DB Local DB

Siebel Mobile / Offline Applications

TCP/IP

Enterprise Server
Siebel Application Server Siebel Application Server UI Layer Siebel Application Server UI Layer Bus UI Layer Bus Logic EAI Bus Logic EAI Layer Logic EAI LayerEAI Data Layer Layer EAI Data Layer EAI Data Layer

HTTP/HTTPS

Comprehensive Mobile Solutions


Siebel Remote

Siebel File System

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


Siebel Handheld

OLTP
Siebel Remote Server Services

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


Siebel Wireless

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


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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

Supported Platforms
Application Servers
BEA WebLogic IBM WebSphere Operating Systems Microsoft Windows Sun Solaris IBM AIX HP/UX

Databases
Oracle Microsoft SQL Server IBM DB2

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Self Service E-Commerce & E-Support


Web Portals E-Commerce E-Support

Loosely coupled to Siebel CRM through web services

Administration

Web Server J2E Application Server


Application Development Framework

Marketing Sales Service

Siebel Enterprise Server


User Interface - Employee

User Interface B2C and B2B


Page Construction Site Navigation Session Management Role based security Caching Content aggregation

Web Services
~40 web services

Bus. Process Execution


Configuration & Pricing Account Management Catalog browse & Search Product Eligibility

Manage Bus Rules


Product Definition Pricing Management Service Management Knowledge Management

EAI
Standards based Integration BPEL, JSR xxx, WEBDAV, WSRP, Webservices etc

Siebel Data Layer Services

Oracle Secure Enterprise Search

Other KM & Content Management systems

Index

Images Collateral FAQs Literature

Oracle Secure Enterprise Search

Siebel OLTP

Index

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Application Design Philosophy


Business users follow a simple paradigm. If they like an application and it is effective they use it more. If they dont, they do the bare minimum.
- Dipock Das, Senior Director, CRM Innovation

Usability = UtilityDrive continuous usability improvements Focus on the small things users do most often Solve for the complete business process, not just CRM Do 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-B

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Transact Across All Channels


Multi-Channel CRM

Mobile

Online

Call Center

Field Sales

Branch Office

Community

Division A

Division B

Acquisition

Partner

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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


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Empower Users - Task Based User Interface


Reduce 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

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Empower Users World Class Search


Secure 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

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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

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Microsoft Desktop Integration


Collaboration 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

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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

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Oracle CRM Gadgets


for 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

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Configuration or Customization
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

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Highly Configurable
Siebel Tools
Application Execution
User Interface

Business Process Layer Business Object and Services

Create and modify all application objects:


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

Data Objects and 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! Siebel

Integration Services and Servers

External Data Sources

Provides a greater likelihood of success in delivering the business needs, within budget
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Flexible Integrated Tool Set for Complete Control


Siebel Tools

Page Composition

Business Object Editing

Database Schema Editing

Content Management

Business Process Editor

Repository

Create and modify all


application objects: UI Objects, Business Objects,
Data Objects, Integration Objects, Services

Build Once - Test - Then Deploy Anywhere


Siebel Mobile Applications
Local DB

Familiar visual integrated

Multiple Client Device Support

Siebel Teller Applications

Siebel Server Deployments

development environment Drag-and-drop, declarative configuration Pre-populated with objects to learn best practices for designing and delivering effective solutions!

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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

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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

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Run Time Configuration


Siebel Client
Application Execution User Interface

Business Process Layer


Business Object and Services

Run-time Application Administration



Business processes Data transformation Assignment rules Personalization rules Product configuration rules

Data Objects and Services

Integration Services and Servers

Siebel
External Data Sources

Maximizes business flexibility by enabling immediacy of process and business operation changes
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Parallel Development and Deployment Flexibility


User Community

Sales Service Business Administrators

Marketing eService

Main Repository Local Sandbox


1 Check Out 2 Configure Project 5 Project 5 3 Check In

Siebel Environment

Project 1 Project 2 Project 3 Project 4

Project 5

Project 6 Project 7 Project 8 Project 9

Seamless Data Federation

Single Core Data Model


Project 1 Project 2 Project 3 Project 4

Supporting Business Independence


Granular development techniques and flexible deployment options
aligned with leading practices, enable line of business independence.

Project 5

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

Project 6 Project 7 Project 8 Project 9

Optional SCCS

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Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

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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 customers current and potential values and needs No Data Management leads to Customer Information Anarchy Vital information lost in the midst of unneeded/inaccurate data

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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, RMAs and Quality Party
Position S_POSTN Bus. Unit S_BU Household Org Person S_ORG_GROUP S_ORG_EXT Party Rel S_PARTY_REL Party Member S_PARTY_PER

S_CONTACT

Extensible, whilst maintaining

S_PARTY Upgradeability Performance Party Type (LOV) Integration Mobile User Support. Tested and tuned for performance Accommodates data requirements and complexities of Industry Specific Verticals

User List

Access Group

Party

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Federated Data
Standards based Integration Support for packages applications
XML Web Services JMS Integration Servers MQ/MSMQ JCA JDB BAPI/IDOC

The Advantages:
Web Server Siebel Application Server
UI Layer Integra tion Bus Logic Layer

Enter and Maintain Data in one


Location Provide Consistency of User Experience Augment Dated Applications with modern capabilities Improve ROI of existing application data.

SAP

ORACLE

Data Access Services

EAI

Siebel is architected to support


external data in a high performance manner leveraging EAI and Integration Servers

Legacy

Unix

MSFT

Federated database access via SQL

Siebel

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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

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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

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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

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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

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Comprehensive Enterprise Information Management


Identity Customer Assets
Identity Master
Key Entities: ID

Enterprise Master for Customer Data


Key Entities: Party, Addresses, Relationships

Extended Profiling of Customers


Key Entities: Assets, Demographics, Activities

Product

Enterprise Master for Product Data


Key Entities: Products, Price Lists, Prices

Marketing Enterprise Offer Management Sales Service

Key Entities: Campaigns, Offers, Responses

Enterprise Opportunity Management


Key Entities: Opportunities, Orders

Enterprise Service Management


Key Entities: Service Requests, Solutions

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Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

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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

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Flexible Integration Framework


Enterprise Integration Manager

Enterprise Integration Manager


Supports initial and on-going migration of
bulk data from external applications into the Siebel database.
Portal Framework EAI Components

EAI Components
Provides the ability to access business
logic & data using standard protocols and programming languages

Maximizing Inter-operability With BPEL / ESB Support and Application Siebel Integration
Architecture Service Oriented Business Applications

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

All your information available, when your customers need it


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Siebels Integration Framework Supports Three Modes Of Integration


Application
UI Integration
HTML / XML

Web Server
SOAP

Enables programmatic integration at the desktop

Support for Portal technologies

Siebel Application Server

Application
Service Oriented Integration
J2EE/ MQ/.NET SOAP/etc.

UI Layer Bus Logic Layer Data Layer

Synchronous & asynchronous Programmatic (COM, Java,.) EAI Message-based (MQ,JMS,.) XML and non-XML formats (Fixed Length, CSV, iDOC,)

EAI

SQL

High-Volume Batch Integration

SQL OLTP

Supports Initial or periodic batch replication Provides consistent interfaces from data model changes

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Interacting with Web Services


Siebel as Provider

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
Siebel Application Server UI Layer Bus Logic Layer Data Layer Siebel

Publish Siebel WSDL

EAI ASIs EAI

External App Consumes Siebel Web Services HTTP/SOAP

3rd Party Web Application

Web Services Description


Language (WSDL) 1.1 Simple Object Access Protocol (SOAP) 1.1. WS-I Basic Profile 1.0

Siebel as Consumer
Publish External App WSDL
Siebel Application Server
3rd Party Web Application

Stateless interactions Supports Business Services

Siebel Consumes External Web Services HTTP/SOAP

UI Layer

EAI
Data Layer Siebel

Bus Logic Layer

EAI

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Business Services Delivered as Web Services


Supports Rapid composite
application development

Sales
Territory Assignment Lead Management

Service
Service Delivery Contract Management

Marketing
Marketing Planning & Budgeting Branded Awareness Campaign Management Channel Promotions Management Loyalty Programs Management

ASIs
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

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

Opportunity Management
Account Development Forecasting Pipeline Management Incentive Compensation Order Management Sales Force Mobility

Parts Inventory Management


Service Scheduling Service Analysis Returns and Parts Repair Service Dispatch & Delivery Customer Sat Management Billing Management

Events Management
Marketing Operations Analyze Results Information Fulfillment

Enables the Siebel 8.1.1


Applications to fully Interoperate as part of a Service Oriented Architecture

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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

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External Content through Siebel UI


External Content in 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 External Content Sources
User Management Personalization Content Management Content Aggregation Security Search Portal Agent

HTML/XML

Web Server

SWSE

Siebel Application Server


UI Layer

Legacy Systems

Microsoft Solutions

Integra tion

Bus Logic Layer

Data Access Services


XML/Java/ COM/ MSMQ / MQ SQL

EAI

SQL

Web

OLTP

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Siebel Content through Portal or Custom UI


Siebel Content in 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

Web Server Web Server

SWSE

Siebel Application Server


UI Layer Integra tion Bus Logic Layer

External Portal Solutions

Microsoft Legacy Systems


XML/Java/ COM/ MSMQ / MQ SQL

Data Access Services SQL

EAI

OLTP

Web

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Oracle Fusion SOA Platform Next Generation, Standard Integration Platform


Security
B2B BPEL PM Adapters BAM

Messaging

Transformation

Routing

Oracle Enterprise Service Bus

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Application Integration Architecture

Web Server

SWSE

Fusion Middleware/BPEL
On Demand Request/Reply Process

Oracle EBS

Siebel Application Server


UI Layer Integra tion Bus Logic Layer

i-Flex G-Log

Transform
XSL
Synchronization Process

Data Access Services

EAI

Transform

Common Object

Transform

Portal

OLTP

Cross Reference Indexing

Oracle DB

*SAP
Common Error Handling

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*SAP connectors available now

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

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Integration between Siebel CRM and Oracle CRM On Demand


Hosted Environment
Pre-built Sustainable Integrations

Enterprise Customer

Oracle CRM On Demand


Web Serv er

Oracle BPEL/ESB Support

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


Web Serv OnDemand er

Integration Applications
HTTP(S)

Integration Server EAI

Connector
EAI

Transport Layer OLTP Executes the Oracle Business Integration Application Provides security and guaranteed message delivery OLTP Provides pre-built transformations to Siebel 6.x/7.x/8.x and other applications.

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Integration between On Premise and Hosted


Hosted Environment Custom Applications

Oracle CRM On Demand


Web Serv er

Custom Application

Web Service APIs

HTTPS/SOAP

EAI

Middleware Server OLTP

Enterprise Application

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Supporting Call Center Infrastructures


Multi-channel communications
framework Voice, Email, Fax, Page, Wireless,
Web Server Siebel Application Server 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

User Interface Layer Siebel EAI Business Logic Layer

Communication Server Siebel Communication API (SCAPI)


CTI Virtual Driver Connector Email Driver Fax Driver Wireless Driver Other Drivers

Keyboard enablement
Universal Queue

CTI Middle ware


CRM Call Center On Demand

Email Server

Fax Server

Wireless Gateway

Other

PBX/ACD/VoIP/ IVR/eCollab

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Full Deployment Lifecycle Support


Develop

Upgrade

Test

Siebel Siebel

Siebel

Manage

Deploy

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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

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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 Source Simple administration and execution Pre-configured objects for deployment
Production

Siebel Anywhere
Manages application deployment
to mobile devices. Incremental changes distributed to minimize traffic
Copyright 2009, Oracle. All rights reserved. Oracle Confidential

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

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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

Prior

New

Customised

New Customised

Siebel undertakes the Upgrade


process before anyone else

Customer Proven since 1997

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Security
NETWORK / ENVIRONMENT APPLICATION
User Management

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 Secure Communication

Firewall Protection

DATA
Access Control Visibility Data Privacy Audit Trail Secure Data Storage

User Management
Role based Identification and Validation External Authentication

Authentication Secure Deployment

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Common Firewall Placement


Network
Local DB

Web Servers

Firewall Deployment
Web Server

Standard HTTP ports Multiple levels of


firewall protection No application logic in web servers

Siebel Application Server


Sync User Interface Services Business Logic Layer and Core Service Bus. Process

Application Servers

EAI
Data Layer Services SQL

Data Stores

OLTP

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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
SSL

Web Server
SSL

RSA SHA-1 password security AES data encryption Authentication via Industry standard
platforms or custom API Directory Server Single Sign-On Database Open API

Siebel Application Server


UI Layer Bus Logic Layer Data Layer SSL for SMTP POP3

Email Server

EAI

EAI

SQL

OLTP

Directory (LDAP) Server

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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

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Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

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

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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 Oracles Real Appl. Cluster (RAC) HP MC Service Guard IBM HACMP Microsoft Clustering Service Sun Cluster Veritas VCS
Web Services XML over HTTP

Web Server Load Balancer


Resilient pool of web servers

Web Server

Web Server

(+1) Web Server

Application Load Balancer


Resilient pool of application servers
Siebel Application Server UI Layer Bus Logic Layer EAI Broker Siebel Application Server UI Layer EAI Broker Bus Logic Layer

+1
EAI

EAI Data Layer

EAI Data Layer

SQL

SQL

SQL

OLTP

Failover

OLTP

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Recovery
With Oracles 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

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Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Scalability and Performance

Evolutionary Architecture focused


HTML/XML

Web Server

on supporting customer interactions in a scaleable and high performance manner leveraging: Efficient Clients Stateless Web Server, Load

Siebel Application Server


UI Layer Bus Logic Layer

EAI

Data Layer

EAI

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

Siebel Database

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Architected for Scalability and Performance

HTML/XML

Web Server

Siebel Application Server


UI Layer Bus Logic Layer Data Layer

Siebel Smart Web Client View Cache (html template caching) Application data transmitted independently from HTML High performance rendering engine

EAI

EAI

SQL

Siebel Database

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Architected for Scalability and Performance

HTML/XML

Web Server

Siebel Application Server


UI Layer Bus Logic Layer Data Layer

EAI

EAI

Web Server Web servers supported: Microsoft IIS, Sun Java System, IBMs 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

SQL

Siebel Database

Hardware based load balancing

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Architected for Scalability and Performance


Siebel Server Infrastructure Platforms supported:
HTML/XML

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


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

Web Server

Predictable, near-linear scalability :


Siebel Application Server
UI Layer Bus Logic Layer

EAI EAI

Data Layer

SQL

Siebel Database

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

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Architected for Scalability and Performance

HTML/XML

Web Server

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

Siebel Application Server


UI Layer Bus Logic Layer Data Layer

Data manager generates optimized


SQL Database multiplexing Single DBMS can support high numbers of very active concurrent users Scalable from PDA to Enterprise Class

EAI

EAI

SQL

Siebel Database

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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

Application Execution
SARM Correlation Key

Server Component
Start Stop

Server Component
Start Stop

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

SARM Framework
3rd Party ARM API Library

SARM Log

ARM Log

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

S8.x PSPP results Recently published


Linux / Unix / Windows
12,000 Users HP
HP BL460c, BL660c Oracle 10g R2 RHEL 4.0

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

7,000 Siebel - IBM


IBM eServer p570 Oracle 10g R2 IBM AIX 5.3

12,000 Users HP
HP BL460c, BL680c SQL Server 2008 Windows 2008

3,500 Users IBM


IBM eServer x3850 Oracle 10g R2 RHEL 4.0

Whitepapers covering complete results available from the Oracle.com web site
http://www.oracle.com/apps_benchmark/html/white-papers-siebel.html
Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Deployment Options
Centralized

Centralized
For: Centralized Organizational structure, one center of
excellence, single command center

Replicated
Siebel Application Server

Siebel Application Server

HQ
EAI

OLTP

Replicated
Siebel patented synchronization technology For: Remote disparate sites with poor infrastructure and
network, Organizations with branch nodes and legal restrictions around data
OLTP
EAI

HQ
EAI
Siebel Application Server

OLTP

Siebel Application Server

Sub Node
CLIENT

Sub Node
EAI

OLTP

CLIENT

CLIENT

CLIENT

CLIENT

CLIENT

CLIENT

CLIENT

CLIENT

CLIENT

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

On Demand/Hosted Edition
Siebel Application Server

Hosted Service
EAI

Federated
Siebel Application Server

CDI
EAI Siebel Application Server

UDM OLTP

Siebel Application Server

CLIENT

CLIENT

CLIENT

CLIENT

CLIENT

OLTP

Svc
EAI

Sales
EAI

OLTP

Enterprise Business Intelligence


Using Oracle Business Intelligence and Siebel
Relationship Management / Customer Enterprise Warehouse For: Data analyses, insight into the business, Marketing activities
Siebel Application Server

CLIENT

CLIENT

CLIENT

CLIENT

CLIENT

Enterprise BI
Siebel Application Server

SCM
EAI

RMW/ CEW
EAI Siebel Application Server

OLTP

Siebel Application Server

ERP ERP
EAI

HQ
EAI

OLTP

CLIENT

CLIENT

CLIENT

CLIENT

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

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


Company Users Company Users

63,797

16,000 16,000

63,600
41,335 39,100 35,000

14,900
13,800

13,000
13,000

31,650
30,000 25,000 24,300 20,000 17,900 16,300
Copyright 2009, Oracle. All rights reserved. Oracle Confidential

11,030
10,630 10,500 9,570 8,700 8,230

Implementing Large Scale Deployments

IBM 63,600 Users Worldwide

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.

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Implementing Large Scale Deployments

HP 63,797 Users Worldwide

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 PresidentMarketing, Hewlett-Packard Company

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Operational and Analytical Business Intelligence


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
Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Architecture Delivering Insight


Information Access, Analysis and Delivery Options
Intelligence Dashboards Advanced Reporting Ad-hoc Exploration Proactive Detection and Alerts In-Context Operational Insight Mobile Business Intelligence Data Mining Marketing Segmentation Web Services

Others

Open Intelligence Interface


Oracle Business Intelligence Server
Enterprise Business Model Metadata Services Intelligent Multi-Level Caching Services Multidimensional Analysis Engine Data Mining Srvs Real-Time Decisions

Single, logical view of


all enterprise data

Scalable Performance Rich analytical


capabilities

Calculation and Integration Services Intelligent Request Generation and Optimized Data Access Services

Centralized control,
security, and visibility

All Relevant Enterprise


Siebel OLTP Siebel RMW/CEW Enterprise DW Department Data Marts Back Office
File or XML MultiSources dimensional (MDX and non-MDX) Sources

Data Sources

Relational (SQL) Sources

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Operational & Analytical Reporting


CRM BI + CRM Combined BI Users
3rd Party Open Integration

Web Server

Mail Transport Agent Oracle BI Scheduler

Siebel Application Server

Oracle Business Intelligence Server


Presentation Services - BI Modeling and Calculation Services - BI Data Access Services - BI

Siebel Report Definitions


Report Metadata

User Interface Services Business Logic and Core Services

Oracle BI Repository
Oracle BI Metadata and ETL

Actuate Report Server

Operational Reports Expense Reports Quotes Orders

Data Layer Services

Oracle BI Reports Sales Analysis Churn Models


Source Data Inc Finance, HR and SCM

Siebel OLTP

ETL

Relationship Management / Customer Enterprise Warehouse

ETL

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Characteristics of an Enterprise Application


Complete CRM for the Current Environment

Usability

Operational and Analytical Business Intelligence

Configuration or Customization

Performance and Scalability

SIEBEL
CUSTOMER RELATIONSHIP MANAGEMENT

Data Management

Availability

Integration

Security

Deployment Lifecycle

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Summary
Siebel 8.1.1 Applications Architecture fully supports the requirements of
todays 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.

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Architecture
Q&A

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For More Information

search.oracle.com
Siebel CRM Architecture

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

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Copyright 2009, Oracle. All rights reserved. Oracle Confidential

Copyright 2009, Oracle. All rights reserved. Oracle Confidential