RELEASE CONTENT DOCUMENT

Master Data Management

Oracle Customer Hub 8.2 (Siebel OCH)

Prepared by MDM Product Management & Strategy

Last Updated: January14, 2010

Version: 1.0

Copyright © 2009 Oracle Corporation

All Rights Reserved
Table of Contents

1. Disclaimer 1
2. Introduction 2
3. New and Changed Features in OCH 8.2 4
3.1. End-To-End Data Governance 4
3.1.1. Overview 4
3.1.2. Data Governance Manager (DGM) 4
3.1.3. Data Relationship Management for Oracle Customer Hub – Advanced Customer Hierarchy
Management 7
3.1.4. MDM Analytics 8
3.1.5. List Import 10
3.1.6. Enhanced Stewardship 10
3.2. End to End Data Quality 13
3.2.1. Overview 13
3.2.2. Integrated Cleansing 14
3.2.3. Enhanced Matching 15
3.2.4. Data Decay Management 18
3.2.5. High Performance 19
3.3. End-to-End Integration 20
3.3.1. Overview 20
3.3.2. Web Services Library 21
3.3.3. Siebel 8.1.1, EBS R 12, SAP and BRM Integration and Certification 23
3.3.4. Interoperability with Communications Industry PIPs 23

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document ii

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 1

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 release‟s 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 customer‟s 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 2

  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

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 hub‟s 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 DRM‟s 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.

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 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 data‟s 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 organization‟s Customer and Contact data
completeness. The data steward(s) is able to quickly determine the state of their

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 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 organization‟s 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.

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 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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 o 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

o 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.

o 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.

o 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

o 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.

o 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.

o Enhanced Un-Merge User interface to list only previously merged

records.

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document 12

 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 Functionality Examples Oracle Offering
Name: LN+FN (CHS,
Understand data status & KOR, JPN); FN+MN+
Profiling/Pattern
Profiling/Pattern deduce meaning from PN+LN (Latin); ODQ Profiling Server
Detection
Detection unstructured patterns Tel# is null 30%

Create structured records Address field -> Address ODQ Parsing &
Parsing
Parsing and
and from unstructured data Line 1, City, State,…
Spot and correct errors; Nationality: US, USA,
Standardization
Standardization
Standardization
transform to std format American-> USA Server

Address
Address Valid address 809 Newel rd, PALO ALTO ODQ Cleansing
Validation
Validation // identification and 94301 -> 809 Newel Road,
Cleansing
Server
Cleansing correction Palo Alto, CA 94303-3453

Matching
Matching and
and Spot / eliminate duplicates Haidong Song = 宋海 ODQ Matching
Linking
Linking & identify related entities 东= Server

Haidong Song: Universal DQ

Attach additional attributes
Enrichment
Enrichment “single, 1 child, Connector + D&B
and categorizations
Summit Estate, connector + AIA 2.4 PIP
DoNot Mail” for Acxiom

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 layer‟s 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, platform-
independent 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 country‟s 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 Person Names
o Organization Names
o Address elements
o Dates
o Telephone numbers
o Product Names
o 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 cross-
industry-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. Customer‟s 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 re-

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 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

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document 22

 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 Version

Siebel CRM Integration Option 8.1.1.1 QF #1102 (new in 2.5)

Oracle E-Business Suite Integration EBS 11.5.10

Option 12.1.1 (new in 2.5)

Oracle Communications Billing & BRM 7.4 RTW with patch number
Revenue Management Integration 8943067
Option

SAP Integration Option 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.

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document 23

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

Create
... ...

CRM
Update Submit Retrieve
Customer
Customer Sales Customer
Data
Order Data

(CRM ABC, EBS,

Query BRM Specific
Customer Data

UCM ABC)
AIA
Sync Process
Sync Sync Sync
Customer Sales
Customer Customer Customer
Response Order

UCM
Create Publish
Link & Publish
Customer Cleanse Match Sync
Update Sync
Data Response

Create
Customer
Notation

(BRM ABC)
Data No NOOP
MDM Step

AIA
AIACOM
MDM Step Specific to
Step Process Apply
this PIP X-ref
Update Yes Customer
exist?
BRM Customer Updates

Create Update
Customer Customer
Data 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

Update Retrieve
CRM

Customer Update
Customer
Data Customer
Data

Query Customer
(CRM ABC, EBS,

Data
UCM ABC)
AIA

Sync Sync
Sync Sync
Customer to Customer
Customer Customer
BRM Response
UCM

Create Publish
Link & Publish
Customer Cleanse Match Sync
Update Sync
Data Response
(BRM ABC)

No NOOP
Notation Update
AIA

Customer
MDM Step Data
MDM AIACOM Shared Process Apply
Specific to X-ref
Step Step Step Update Yes Customer
this PIP exist?
Customer Updates

Update Update
BRM

Customer Customer
Data Data

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document 24

  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

Update Retrieve
CRM

Customer Update
Customer
Data Customer
Data

Query Customer
NOOP
(CRM ABC, EBS,

Data
UCM ABC)

No
AIA

Transform
Sync Sync Check X-ref
Sync Sync Sync Contact X-ref
Customer to Customer For Account
Customer Contact into Sync exist?
BRM Response AND Contact
Account
UCM

Create Publish
Link & Publish
Customer Cleanse Match Sync
Update Sync Yes
Data Response

Notation
(BRM ABC)

MDM Step Update

AIA

MDM AIACOM Shared

Specific to Customer Process Apply
Step Step Step
this PIP Data Update Account
Account Updates

Update
BRM

Update
Customer Customer
Data Data

3.3.5. SOA Governance Tools

Integration solution is delivered on Oracle‟s 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 PIP‟s 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.

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document 25

 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.

Oracle Customer Hub 8.2 (Siebel OCH) Release Content Document 26