03 - AmdocsCRM - 9 - 2 - Overview - Customer Data Model

Customer Learning Services
Amdocs Customer Relationship

Management 9.2 Overview
●Customer Data Model
Lesson # 3
Information Security Level 2 – Sensitive © 2015 – Proprietary and Confidential Information of Amdocs
Proprietary and Confidential Information of Amdocs Customer Learning

Course Lessons
● Introduction
● Working with the User Interface
● Customer Data Model
● Workflow Management
● CRM Administration Overview
Information Security Level 2 – Sensitive

2 © 2015 – Proprietary and Confidential Information of Amdocs Customer Learning Services

Objectives
By the end of this course you will be able to:
● Describe the residential customer data
model in the CRM application
● Describe the customer data model for
organizations in the CRM application
● Explain Multi-Market support


Lesson Content
● Residential Customer Model
● Corporate Customer Model
● Multilingual Enhancement
● Multi-Market Support


Customer Model Glossary
Account
• Represents a group of people identified by shared Billing Customer
interest, or purpose, with which CSPs do business Represents the account in the Billing system
• When an account becomes a billing customer it
“owns” a Billing customer profile
Financial Account
• Stands at the head of both organizational and
Carries the balance and responsibility
financial hierarchies
for paying all charges
Contact Billing Arrangement

Represents individuals to Entity that represents the bill
whom services are provided
and sold, or representatives of
organizations
Pay Means
Represents a payment
method for a set of services
Role
Represents the relationship between a Subscription
contact, account, and the customer entities A framework under which the operator
provides products and/or services


Modeling a Residential Customer in CRM
● Meet the Jackson family
● Dad is the customer,
financially liable person, and

subscriber
● Mom and kids are subscribers
● The Jacksons live at:
2545 Spring Hill St.

San Jose, CA


Residential Customer
Contact
table_contact
● Represents a single
individual human Contact
● May represent:
Contact ID
● The person who is the customer
● The financially liable person Credit Reference
● The subscriber in this customer Tax Exemption

structure
Social Profile
● All of the above at the same time!


Rolling Example: The Jacksons


Customer
table_customer
● If a particular contact is
instantiated in multiple billing

Customer ABP
systems, then the contact
Contact Customer Ensemble
has multiple customer
Customer Other
records in CRM




Address and Electronic Address
table_address, table_e_addr
● Represents locations of
contacts Customer
Contact
● Customer can have
different address types: ?

● Postal
Address
● PO Box
● Electronic address


Site
table_site
● Represents a place,
a geographical Customer
location Contact
● CRM works either

?
Site
in “Site Mandatory”
Address
or in “Site Optional”
mode


“Site Optional” Mode
● Up to CRM 7.0, a Contact in CRM always required a
relation to a Site
● CRM now supports the “Site Optional” mode:
“Site Optional” “Site Optional”

Enabled Disabled
• No longer required to • Works as in previous
represent address releases
• No longer required to
relate persons to
organizations




Contact Role table_contact_role
Customer
● Represents the link Contact
between the Contact
and his Address or his Contact Role
Electronic Address Address Without Site
● When working with Customer

Contact
Sites, represents the
link between the
Site Contact Role
Contact and Site
Address With Site


Site Mandatory


Site Optional


Contact XXX Role
● Represents the link Customer

Contact
between the Contact,
Customer and a billing-
related entity:
Contact Role Contact XXX Role
● Subscriber :
table_con_sp_role
Address
● Financial Account:
table_cs2con_fin_accnt_role
● Billing Arrangement:
table_c2con_blg_argmnt_role Financial Account
● Prepaid Pay Means (Prepaid
Bucket): Billing Arrangement
table_con_ppb_role
● Postpaid Pay Means: Prepaid Bucket
table_con_pym_role


● Represents Mom and Kids as subscribers


● Subscription and Service Address(Subscription Address)
● Subscription is stored the table_site_part
● Service Address is stored in table_address
Customer
Contact
Site_part
Con_sp_role
Address


Paul Jackson Family
(Customer)
Owner
Payer
Paul Jackson (Contact) Jackson
Family (FAͿ
Subscription
291111111 2545 Spring Hill (Address)
User Jackson
Family (BAͿ
Bill
Receiver
Charge
Distribution
*Note: single pay means (CC, Bank Account) is associated to BA


● Jackson family – a Telco customer
● Jackson family purchases another mobile – prepaid
● Gemma Jackson – the main user of the prepaid mobile


Residential Customer (cont.)
Jackson Family
(Customer)
Owner
Payer
Jackson
Subscription Subscription Paul Jackson (Contact) Family (FAͿ
User
292222222 291111111 2545 Spring Hill (Address) Jackson
Bill Family (BAͿ
Receiver
Gemma Jackson (Contact)

User Jackson
2545 Spring Hill (Address)
Family(PPB)
Charge
Distribution


Customer Model Entities Mapping
CRM Entities Billing Entities Ordering Entities
Customer Customer
Financial Account Account

Billing Arrangement Billing Arrangement
Subscription Subscriber Assigned Product

Pay Means Pay Channel
CRM
Contact Name Billing
Address Address Ordering

Contact and Address


Lesson Content


Modeling a Corporate Customer in CRM
● Paul Jackson works as accountant for ACME Inc.
● His colleague, Cynthia Jones, is subscriber in the ACME
Inc. customer structure
● ACME Inc. offices are at 2545 North First Street,
San Jose, CA


Corporate Customer
Account
table_bus_org
● Represents the business
Account
organization or business
organization unit Organization ID
Credit Reference
● Each organization unit may
be an independent billing Tax Exemption
entity


Corporate Customer - Account
table_bus_org
● Represents the
business organization Account
or business
organization unit
Account Account
● Accounts may form
hierarchies where sub-
Account Account
accounts may represent:
● Departments
● Teams
● Any other customer-defined
entity


Corporate Customer
Customer
table_customer
● If a particular business
organization is instantiated in Customer
multiple Billing systems, then Account
the account has multiple

customer records in CRM


Corporate Customer
Customer
table_customer
● Customer and Case
● Mainly for SMB (Small Medium Customer
Business) support
● SMB Customer is also, modelled as Case
Customer
● To support Case creation from
MCSS Admin GUI Site
● Customer and Site
● To improve performance
● No need to traverse through
subscription, to get site related to
customer (service address)
● Since AO uses site for more
products, improves Ordering flows


Corporate Customer
Contact
table_contact
● Represents a
single individual
Customer
human being Account
● Contact and Account are Contact
related through Contact Contact Role

Role


Rolling Example: ACME, Inc.


Corporate Customer
Address, Site, and Contact Role
● The relation between Account Customer

the Account and
Contact
Address is
implemented through: Contact Role
● Contact Role
OR Address Through Contact & Contact Role
● Site
Account Customer
● contact_role relate
contact to bus_org, Contact
address, and e_addr Contact Role
Site
Address Directly Through Site




Corporate Customer - Contact XXX Role
● Represents the link between Customer
the Contact, Customer, Account
Account, and a billing-related
entity: Contact
● Subscriber :
table_con_sp_role Contact Role Contact XXX Role
● Financial Account:
table_cs2con_fin_accnt_role Address
● Billing Arrangement:
table_c2con_blg_argmnt_role Financial Account
● Prepaid Pay Means (Prepaid
Bucket): Billing Arrangement
table_con_ppb_role
● Postpaid Pay Means: Prepaid Bucket
table_con_pym_role




Customer Model Entities Mapping
CRM Entities Billing Entities Ordering Entities
Customer
Customer
Account
Account Organizational Unit
Financial Account Account

Billing Arrangement Billing Arrangement
Subscription Subscriber Assigned Product

Pay Means Pay Channel
CRM
Contact Name Billing
Address Address Ordering

Contact and Address


Business Customer
● Telco Café, a chain of cafes – a Telco customer with
several branches in Luxembourg
● Represented by Lucas Seyler – the main account holder (owner)
● Each branch is a standalone financial and legal entity, represented
by a main financial liability person:
● Yann Marson – at City Center
● Marie Duprel – at the Mall
● Each branch has two mobiles


Corporate Customer
Telco Café (Account)
Telco Café (Customer)
Owner
Telco Café City Payer
Telco Café Mall City Center
Center
(Account) Lucas Seyler (contact) Mall (FA)
(Account) (FAͿ
Pasteur, av. 41 (Address) City Center

Mall (BA)
(BA)
Bill
Sub Sub Sub Sub Receiver
5555555 6666666 7777777 8888888 Yann Marson (Contact)
Pasteur, av. 84 (Address)

User
Charge
Distribution
Bill
Receiver
Marie Duprel (Contact)
User
Pasteur, av. 66 (Address)
Payer


Lesson Content


Multilingual Enhancement
● Choice List
● Choice tables are added with an additional column for language
translated data
● Administration screens are customized to capture this value
Note: For more info, please refer to Multi-Language implementation guide.


Multilingual Enhancement
CRM Tables/Columns
● There is a new property for some columns in the DB

● “multilingual=true” as specified in the Schema definition
● If this property is set, then the following occurs:

● For every language “installed” in the DB, a “shadow column” is
created for this value
● For instance, for a column named “title” and a DB
containing “Spanish (Mexico)” and “German (Germany)”
with “base” language English
● two additional “shadow columns” will be generated
● title_EMX
● title_DDE
Note: For more info, please refer to Multi-Language implementation guide.


Lesson Content


Multi-Market Support
● BOH – Business Organizational Hierarchy
● Logical hierarchy of markets in which the service provider operates
● Allows CSRs to view specific billing entities (Customers, Financial
Accounts, Billing Arrangements, Pay Means) related to the market

they are currently working in or any of its child markets
● How is the BOH used in CRM?

● Markets are exported from the Amdocs Product Catalog and
imported into the CRM database
● Markets are associated to different entities


Customer Market
Service Provider
North South Defined in external

Product Catalog
Northeast Northwest
Customer A Customer E Customer I

Customer B Customer F Customer J
Customer C Customer G Customer K Defined in CRM
Customer D Customer H Customer L
● Each Customer that has a Billing Profile will need to have

one and only one market associated with it
● “CRM only” Customers will not have a market until they
are converted to Billing Customers
SC1 Information Security Level 2 – Sensitive


Slide 45
SC1 There is mention in the notes about a "leaf" business entity. This was not a term I was familiar with. Didn't know if it was a
mistype or the correct term.
Shawna Crawford, 4/9/2013

Attributes Controlled by Market
● The Market can be used to control other attributes
associated to the market, for example:
● Currency (payment or billing)
● Payment methods
● Offers available for selling
Service Provider
North South
Northeast Northwest USD, EUR
Cash, Direct Debit,
EUR Cash, USD Credit Card
Direct Debit Cash


Review
Now that you have reached the end of this lesson,

you should be able to:
● Describe customer entities that represents the
person or organization in a customer handling
system
● Discuss multilingual capabilities
● Explain multi-market support
● Define “Site Optional” mode


What’s Next?
● More Information
● CRM Help
● Lab
● Lab 2 – Managing Customer Data
● Next Lesson
● Lesson 4 – Workflow Management


Thank You
You may now proceed to the next lesson


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Customer Learning Services

Amdocs Customer Relationship

Proprietary and Confidential Information of Amdocs Customer Learning

● Working with the User Interface

● Customer Data Model

● CRM Administration Overview

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

By the end of this course you will be able to:

● Describe the residential customer data

model in the CRM application

● Describe the customer data model for

organizations in the CRM application

● Explain Multi-Market support

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

● Corporate Customer Model

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

Contact Billing Arrangement

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

● Meet the Jackson family

● Dad is the customer,

financially liable person, and

● Mom and kids are subscribers

● The Jacksons live at:

2545 Spring Hill St.

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

● The financially liable person Credit Reference

● The subscriber in this customer Tax Exemption

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

instantiated in multiple billing

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

different address types: ?

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

● CRM works either

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

● Up to CRM 7.0, a Contact in CRM always required a

● CRM now supports the “Site Optional” mode:

“Site Optional” “Site Optional”

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

Electronic Address Address Without Site

● When working with Customer

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

Information Security Level 2 – Sensitive

Proprietary and Confidential Information of Amdocs Customer Learning

● Represents the link Customer