<Insert Picture Here>
Oracle Customer Hub 8.2 (UCM) - Enhanced Usability
& Stewardship
Gurinder Bahl, Customer Hub Product Manager
Oracle MDM Product Management
Oracle Training Materials – Usage Agreement
Use of this Site (“Site”) or Materials constitutes agreement with the following terms and conditions:
1. Oracle Corporation (“Oracle”) is pleased to allow its business partner (“Partner”) to download and copy the
information, documents, and the online training courses (collectively, “Materials") found on this Site. The use of
the Materials is restricted to the non-commercial, internal training of the Partner’s employees only. The Materials
may not be used for training, promotion, or sales to customers or other partners or third parties.
2. All the Materials are trademarks of Oracle and are proprietary information of Oracle. Partner or other third party
at no time has any right to resell, redistribute or create derivative works from the Materials.
3. Oracle disclaims any warranties or representations as to the accuracy or completeness of any
Materials. Materials are provided "as is" without warranty of any kind, either express or implied, including without
limitation warranties of merchantability, fitness for a particular purpose, and non-infringement.
4. Under no circumstances shall Oracle be liable for any loss, damage, liability or expense incurred or suffered
which is claimed to have resulted from use of this Site of Materials. As a condition of use of the Materials, Partner
agrees to indemnify Oracle from and against any and all actions, claims, losses, damages, liabilities and
expenses (including reasonable attorneys' fees) arising out of Partner’s use of the Materials.
2
Copyright © 2006, Oracle. All rights reserved.
Purpose:
This document provides an overview of features and enhancements included in the Higher Education Constituent Hub
(HECH ) for Oracle Customer Hub 8.1.1. It is intended solely to help you assess the business benefits of upgrading your
existing Oracle Products to HECH, or implementing completely new Oracle developed products, and planning your I.T.
Projects.
Disclaimer:
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 or other applicable contract with Oracle, 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 Oracle’s prior written consent. 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 you in planning for the
implementation and upgrade of the product features described. This 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 are always at Oracle’s sole discretion. This document is not considered
part of the applicable program documentation.
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.
3
Copyright © 2006, Oracle. All rights reserved.
Customer Hub (UCM) 8.2 – Release Highlights
Best in Class MDM Solution
End to End Data Governance
- Data Governance Manager
- DRM for Customer Hub
- Customer Analytical MDM
- Advanced Hierarchy Management
- MDM Analytics
- OBIEE Maps & Dashboards
- Enhanced Stewardship
- Rules Engine & Household
Survivorship
- Household Merge, Guided Merge,
Merge Request
- Enhanced Un-Merge/Un-link
- Enhanced Suspect Match
- New List Import
End to End Data Quality
End to End Integration
- Rules based Data Decay
- Real Time Address
- Expanded WS Library
Validation
- Enhanced Matching
- Expanded PIP Certification
-
Multi-mode (RT & Batch)
Multi-language,
Multi-source system
Multi-criteria (rules based)
Multiple Address
- High Performance
- Session Management
- Enhanced Index Management (Faster
Incremental Loads)
© 2008 Oracle Corporation – Proprietary and Confidential
- 50+ Composite Methods
- Siebel 8.0, 8.1
- EBS 11i10, R12
- Interoperability with Order to Cash and
Telco PIP’s
- New Integrations
- SAP ECC 6, R/3 4.7 (Jan2010)
- Oracle BRM 7.4
- SOA Governance
- PIP Auditor, XMAN
- Artifact Generator
4
Agenda
• Suspect Match
• Merge Request
• Guided Merge
• Survivorship Enhancements
• Data Decay Management
• Summary
Copyright © 2006, Oracle. All rights reserved.
Suspect Match
• In previous UCM release, when a new incoming record is
flagged for potential duplicate of existence records
(manual review case), the new record is not created
instead it is placed in the “Incoming Duplicates” views,
waiting for data steward intervention
• This creates a disruption to the overall business process
flow involving UCM and other connected applications that
depends on the existing of this new record
• Going forward, UCM will insert a new record for the
manual review case and continue processing
Copyright © 2006, Oracle. All rights reserved.
Suspect Match (cont.)
Data Management:
• For manual review case, a new best version record
will be created with the “Suspect” (Pending Review)
status
• The new best version record and potential
duplicates will be stored in “Existing Duplicates”
views for data steward to review later
• While the record is still in “Suspect” status, it can be
updated, deleted or merged via UI or incoming
message
Copyright © 2006, Oracle. All rights reserved.
Suspect Match (cont.)
Data Stewardship:
• If data steward deems the record is not a match for
any of the existing records, he/she can remove the
“Suspect” status of a record (Remove Pending Status)
• If data steward deems the record is a match, he/she
can merge the “Suspect” record into an existing record
• After a merge operation, if the resulting survivor
record has a “Suspect” status, then this status will be
removed
• Unmerge operation will restore the Pending Review
Status of previous merged records
Copyright © 2006, Oracle. All rights reserved.
Suspect Match (cont.)
Publish and Subscribe:
• For insert operation, the new best version “Suspect” record
created will be sent back to the source application that sent
the incoming record so that the rest of the business process
can continue
• While record is in “Suspect” status, it will not be published
(via batch or real-time) to any other subscribing applications
• For update, delete, or merge operation on the “Suspect”
records, the results will be published to the systems that
have cross reference on these records
• When the “Suspect” status is removed (Remove Pending),
the result will be published to all subscribing applications,
except the source
Copyright © 2006, Oracle. All rights reserved.
Architecture Overview
Presentation
Layer
Admin Screen
Merge Unmerge
Business Process Admin
Decay Dashboards
Run Time Event Admin
Business Rules Admin
Logic Layer
Account
Survivorship
Duplicates
Contact
Household
and more ...
Data Steward
UI Service
Merge Service
Run Time
Events
Decay Service
Transaction
Manager
Survivorship Service
T
r
a
n
s
p
o
r
t
Object
Manager
M
i
d
d
l
e
w
a
r
e
Data Layer
Best Version
Tables
Source Data &
History Tables
EIM Tables
Seed Data
10
© 2008 Oracle Corporation – Proprietary and Confidential
Sys 1
Sys 2
Sys 3
Suspect Match UI
Existing Duplicate view
© 2008 Oracle Corporation – Proprietary and Confidential
Suspect Match UI (cont.)
“Duplicate Account Resolution” view:
© 2008 Oracle Corporation – Proprietary and Confidential
Suspect Match data model change
Changed existing Table to add a new column RVW_STATUS_CD for the
Suspect flag
•
S_PARTY_UCMX
Column Name
Column
Type
RVW_STATUS_CD Varchar
(30)
LOV_TYPE
Nullable
UCM_RVW_STATUS_MLOV Y
© 2008 Oracle Corporation – Proprietary and Confidential
Suspect Match repository change
Changed existing Business Components
• Account and Contact: new field is added mapping to column
RVW_STATUS_CD
• DeDuplication Results (Account) and DeDuplication Results (Contact):
add join to S_PARTY_UCMX to bring in the value stored in column
RVW_STATUS_CD for UI display
Changed existing Integration Objects
• SwiOrganizationIO/SwiOrganizationPublishIO
• SwiPersonIO/SwiPersonPublishIO
Changed existing UI Objects
• UCM DeDuplication – Account Duplicate Master List Applet
• UCM DeDuplication – Contact Duplicate Master List Applet
• UCM Account Form Applet; UCM Contact Form Applet
• UCM Account Duplicate List Applet; UCM Contact Duplicate List Applet
© 2008 Oracle Corporation – Proprietary and Confidential
Suspect Match business services
Modified and new Business Services
• UCM Batch Manager
• UCM Transaction Manager
• UCM Data Quality Manager
• UCM Data Steward UI Service
• UCM Merge Service
• UCM Publish/Subscribe Service
© 2008 Oracle Corporation – Proprietary and Confidential
Suspect Match seed data
New System Preferences
Parameter
Value
Enable CDM SM 1
Account
Enable CDM SM 2
Contact
© 2008 Oracle Corporation – Proprietary and Confidential
Agenda
• Suspect Match
• Merge Request
• Guided Merge
• Survivorship Enhancements
• Data Decay Management
• Summary
Copyright © 2006, Oracle. All rights reserved.
Merge Request
• Merge Request are supported for Contacts, Accounts from
UI and via Services
• Supports capturing any two records on UI to merge
• Capture the associated information during a merge
• After data steward processes the merge request, the
requestors will get the merge result only if they are
registered with pub/sub
• Only data steward can process the merge request and
decide whether it is a valid merge request and process the
merge
Copyright © 2006, Oracle. All rights reserved.
Merge Request Features
• The two records in the merge request have to be in the
UCM database else request will be rejected
• It will call survivorship service to generate updated
version of survivor record if survivorship engine is
enabled; update all foreign key fields linked to victim
record to survivor record in UCM database.
• UCM submit merge request service provides
asynchronous response of merge result but the
requestor will get synchronized response for the request
status, i.e. Pending, Rejected etc.
• After data steward processes the merge request, the
requestors will get the merge result only if they are
registered with pub/sub
Copyright © 2006, Oracle. All rights reserved.
Merge Request
New UI for merge request for data steward to review and execute the merge
Copyright © 2006, Oracle. All rights reserved.
Merge Request
New UI for merge request for data steward to review and execute the merge
Copyright © 2006, Oracle. All rights reserved.
UnMerge Profile
• Unmerge & re-parent the children of the Surviving and
Victim records back to the state of the original records
• Any new children added after Merge and before Unmerge
would be retained to the Surviving record
• Enhanced unmerge operation to restore the relationship
attribute
• Enhanced unmerge view to display only the records that
have been through merge operations
Copyright © 2006, Oracle. All rights reserved.
UnMerge Profile
Copyright © 2006, Oracle. All rights reserved.
Merge/Unmerge data model change
New Table to save the merge request details and link to the surviving and
victim records as specified in the merge request
•
S_UCM_MERGE_REQ
New Table to store M:M vicitm record association information for later unmerge
• S_UCM_MRG_ASSOC
© 2008 Oracle Corporation – Proprietary and Confidential
Merge/Unmerge repository change
New Business Component
• UCM Merge Request
• UCM Merge Request Detail
• UCM Account CUT Address, sample configuration
• UCM Account CUT Address Merge, sample configuration
• UCM Contact Personal Address, sample configuration
• UCM Contact Personal Address Merge, sample configuration
• Victim Account; Victim Contact, copy of Account and Contact BC
New/Modified Business Object
• UCM Merge Request
• UCM Account Merge; UCM Contact Merge
• Account; Contact
© 2008 Oracle Corporation – Proprietary and Confidential
Merge/Unmerge repository change
New/Modified Integration Objects
• UCMAccountMerge; UCMContactMerge
• UCMMergeRequestRs
New/Modified UI Objects
• UCM Account Merge Request List Applet
• UCM Contact Merge Request List Applet
• UCM Victim Account List Applet
• UCM Victim Contact List Applet
• UCM Account List Applet - Unmerge
• UCM Contact List Applet - Unmerge
© 2008 Oracle Corporation – Proprietary and Confidential
Merge/Unmerge repository change
New Command
• UCM Merge Records: to invoke Business Service “UCM Merge
Service” method “UISubmitMergeRequest“
New Menu
• Generic WEB UCM: copy of the Menu “Generic WEB”, but invoke
Command “UCM Merge Records”
Modified Application
• Siebel Customer Information File: to use the new Menu “Generic WEB
UCM”
© 2008 Oracle Corporation – Proprietary and Confidential
Merge/Unmerge business service
New Business Service
• UCM Merge Service
• Modularized new business service to process Merge/Unmerge
related operations; replaces the old merge code on business
component
• Provides all necessary utilities for the new workflow “UCM
Process Merge Request”
• Includes support for new features such as Suspect Match record
merge, Merge Request, Guided Merge, etc
• Exposed as incoming web service ports to take incoming merge
requests
© 2008 Oracle Corporation – Proprietary and Confidential
Merge/Unmerge business service
Business Service “UCM Merge Service “ User Properties:
Parameter
Value
Account/CUT Address
UCM Account CUT
Address;Account Id;Address Id
Contact/Personal Address (w/
Primary)
UCM Contact Personal
Address;Contact Id;Address Id
PurgeType
Completed
SubmitMergeRequest_Support_Object Account,Contact
There are also business service user properties that are originally business
component user properties and get moved over, including
MERGE_PUBLISH_IO_Account, SURVIVOR_OPERATION_TYPE,
PUBLISH_METHOD_TYPE, etc.
© 2008 Oracle Corporation – Proprietary and Confidential
Merge Request web service
New Web Service Ports added to existing Inbound web services
OrganizationService and PersonService
• OrganizationMergeRequest
• PersonMergeRequest
© 2008 Oracle Corporation – Proprietary and Confidential
Merge workflow
New workflow “UCM Process Merge Request” performs the actual merge of
two records, from Merge Request views and Existing Duplicates views
© 2008 Oracle Corporation – Proprietary and Confidential
Agenda
• Suspect Match
• Merge Request
• Guided Merge
• Survivorship Enhancements
• Data Decay Management
• Summary
Copyright © 2006, Oracle. All rights reserved.
Guided Merge
• Data Steward can intercept the merge process by editing
the UI task, which shows the users each step during the
Merge and provide the users a chance to make any
changes to the final version before actual Merge happens
• Victim: Victim is the record to be merged into the Current
Version & will be deleted from master BC
• Survivor: Surviving is the winner record which populates
in accordance with the Survivorship Rules & will be in
master BC
• Suggested: output from Surviving Engine & editable by
Data Steward
Copyright © 2006, Oracle. All rights reserved.
Guided Merge UI
© 2008 Oracle Corporation – Proprietary and Confidential
Guided Merge repository changes
New Business Component
• UCM Merge Task TBC
New Applet
• UCM Merge FldLvl Adjust Applet
• UCM Merge Summary Applet
• UCM Merge Task Playbar Applet
• UCM Merge Task Validation Error Applet
New Business Service
• UCM Data Mgmt Util Service
New Integration Object
• UCMAccountTaskUIMerge
• UCMContactTaskUIMerge
© 2008 Oracle Corporation – Proprietary and Confidential
Guided Merge tasks
New tasks to support Guided Merge from Merge Request views and Existing
Duplicates views
© 2008 Oracle Corporation – Proprietary and Confidential
Agenda
• Suspect Match
• Merge Request
• Guided Merge
• Survivorship Enhancements
• Data Decay Management
• Summary
Copyright © 2006, Oracle. All rights reserved.
Survivorship Enhancements
• Integration with Siebel Business Rules Engine for
Business logic based survivorship
• External: Attribute Group settings allows to configure any
supported rules engine to set specific survivorship rules
• Configurable ‘Date’ Field - user defined date field for
record comparison. By default Survivorship uses the
Updated field to do comparison rules such as Recent and
History
• Household survivorship is supported
Copyright © 2006, Oracle. All rights reserved.
Survivorship Enhancements
• Longest Wins (e.g.) For Contact, the record that has all the
3 attributes (Last Name, Birth date, SSN) wins; For Account,
the record that has both Name and Location wins.
• Completion of Group. For Contact, the record that has
longer First Name wins; For Account, the record that has
longer Alias wins.
• Master: The Master Wins rule stipulates that the values
stored in UCM will always win over the incoming record
• Slave: The Slave Wins rule stipulates that the values sent by
external application into UCM will always win over the values
in the existing best version record
Copyright © 2006, Oracle. All rights reserved.
Survivorship Enhancements UI
© 2008 Oracle Corporation – Proprietary and Confidential
Survivorship Enhancements UI
© 2008 Oracle Corporation – Proprietary and Confidential
Survivorship Enhancements data model change
To support external survivorship rules, new columns
BUSINESS_SERVICE_NAME, METHOD_NAME, RULE_MODULE_NAME
are added to the existing tables
• S_UCM_RULE_SET
• S_UCM_ATGP_RULE
Column Name
Column Type
BUS_SERVICE_NAME
Varchar (75)
METHOD_NAME
Varchar (75)
RULE_MODULE_NAME
Varchar(150)
© 2008 Oracle Corporation – Proprietary and Confidential
Survivorship Enhancements repository change
New / modified Business Component
• UCM Attribute Group
• UCM Rule Set
• UCM Household Attribute Group Data
New / modified Business Object
• Household
• UCM Household Attribute Group Data
New / modified Applet
• UCM Attribute Group List Applet
• UCM Rule Set List Applet
• UCM Attribute Group List Applet – External
• UCM Rule Set List Applet - External
© 2008 Oracle Corporation – Proprietary and Confidential
Survivorship Enhancements business service
Business service “UCM Survivorship Engine” is enhanced with the
new user properties:
Parameter
Value
BRCurrencyFldConstruct_Contact
Income:Income Currency
Code,Income Exchange Date
DefaultAttrGrpName_Household
Default Household Attribute Group
ExemptFields_Household
Party UId;Id
ExternalBSIOInterface_Household
UCMHouseholdAttributeGroupMet
aData
KnowledgeBaseName
ucmsurvivorshiprules
NULLValueOverride_Account
True
NULLValueOverride_Contact
True
NULLValueOverride_Household
True
CompareDateField_<object type>
© 2008 Oracle Corporation – Proprietary and Confidential
Survivorship Enhancements seed data
• New System Preference
Parameter
Value
Enable Survivorship Engine 3
Household
• New attribute group: “Default Household Attribute Group“
• New rule “Household Default“ with Recent as the Default Criteria
• Sample Haley rules (Longest, Completeness) are shipped as seed data
© 2008 Oracle Corporation – Proprietary and Confidential
Agenda
• Suspect Match
• Merge Request
• Guided Merge
• Survivorship Enhancements
• Data Decay Management
• Summary
Copyright © 2006, Oracle. All rights reserved.
Data Decay Management
• Data Decay - Managed information becomes degraded
or stale over time due to lack of proper attention
•
Decay indicator is a numeric code, ranging from 0 –
100. Over a period of time, this number will be counted
down based on a set of configurable rules when no
updating occurs
• Decay Granularity can be set for selected attributes
associated with Contacts or Accounts, such phone
numbers, emails or primary address
Copyright © 2006, Oracle. All rights reserved.
Data Decay Management
• Decay Management: Ability to monitor, calculate data
decay and trigger an activity based on the decay level
• Decay Detection – captures update on the
monitored attributes and sets the metrics
• Decay Metrics Re-Calculation – process to
retrieve Decay Metrics for the monitored attributes,
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
• Decay Report – generates Decay Metrics charts on
a periodic basis
Copyright © 2006, Oracle. All rights reserved.
Data Decay seed data
Run time events are built on business component level to capture record
update and reset the decay indicators
Sample Haley rules on decay recalculation are shipped as seed data
© 2008 Oracle Corporation – Proprietary and Confidential
Data Decay Dashboard
© 2008 Oracle Corporation – Proprietary and Confidential
Data Decay data model change
New Tables to save the decay attributes
• S_UCM_ORG_DECAY
• S_UCM_CON_DECAY
© 2008 Oracle Corporation – Proprietary and Confidential
Data Decay repository change
New / Modified Business Components
• UCM Account Decay
• UCM Contact Decay
• Account
• Contact
New Views
• UCM Account Data Decay Dashboard
• UCM Contact Data Decay Dashboard
© 2008 Oracle Corporation – Proprietary and Confidential
Data Decay business service
New Business Service “UCM Data Decay Service”
• CreateDecayFieldMap
• DecayCorrectionNotifier
• PrepareSingleInputPS
• RunRuleWrapper
• SetDecayMetrics
Business Service User Properties
Parameter
Value
Max Decay Indicator
100
Notification Action Type
Alert
Notification Decay Indicator
80
© 2008 Oracle Corporation – Proprietary and Confidential
Data Decay workflows
New workflows for decay re-evaluation
• UCM Account Data Decay Process
• UCM Contact Data Decay Process
© 2008 Oracle Corporation – Proprietary and Confidential
Agenda
• Suspect Match
• Merge Request
• Guided Merge
• Survivorship Enhancements
• Data Decay Management
• Summary
Copyright © 2006, Oracle. All rights reserved.
Summary
• Suspect Match
• Merge Request
• Guided Merge
• Survivorship Enhancements
• Data Decay Management
Copyright © 2006, Oracle. All rights reserved.
Additional Resources
• UCM KIX Page (Internal) :
https://kix.oraclecorp.com/KIX/display.php?labelId
=3548&articleId=46757
• MDM web site:
http://my.oracle.com/portal/page/myo/CRM/Master
%20Data%20Management
• For More Information about our Products
• http://www.oracle.com/products/
• For More Information about Education
• http://www.oracle.com/education/index.html
• For More Information about Support
• http://www.oracle.com/support/
57
Copyright © 2006, Oracle. All rights reserved.
Copyright © 2006, Oracle. All rights reserved.