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How Siebel CRM Desktop Synchronizes Siebel CRM Data

To synchronize Siebel CRM data, such as opportunities and accounts, Siebel CRM Desktop does the following work:

1. Determines the number of records of each type of record, such as opportunities or accounts.
2. For all synchronization objects that are enabled, such as opportunities or accounts, gets the values of the change keys. For example, the record ID and the last updated date in the Siebel database.
3. Compares the set of IDs and timestamps in Microsoft Outlook to the set of IDs and timestamps on the Siebel Server to do the following:
   • Determine differences that exist between the data sets for inserts, updates, and deletes.
   • Identify conflicts and create a log entry in the synchronization conflict list for any conflict.
4. For each difference, Siebel CRM Desktop performs one of the following operations in Microsoft Outlook or on the Siebel Server:
   • Siebel insert. Query the Siebel database to get the details of the new record, and then insert the appropriate item in Microsoft Outlook.
   • Siebel update. Query the Siebel database to get the details of the updated record, and then update the appropriate item in Microsoft Outlook. Note that a Siebel update overwrites all fields in the corresponding Microsoft Outlook item, not just the updated fields.
   • Siebel delete. Delete the appropriate item in Microsoft Outlook.
   • Microsoft Outlook insert. Use the user key that is defined in the metadata to query the Siebel database, and then do one of the following:
     • If it does not find a match, then it inserts the appropriate record in the Siebel database, and then queries the Siebel database to get the record ID and timestamp.
     • If it does find a match, then it returns a synchronization issue, which is an error that occurs during synchronization.
   • Microsoft Outlook update. Use the user key that is defined in the metadata to query the Siebel database, and then do one of the following:
     • If it does not find an update for the modification number of the record, then it updates the appropriate record in the Siebel database, and then queries the Siebel database to get the record Id and updated timestamp.
     • If it does find an update for the modification number, then it returns a synchronization issue. Note this handling is different than in the situation where Siebel CRM Desktop changes the same record in the Siebel database and when it compares IDs and timestamps. In this situation, Siebel CRM Desktop makes the change in the Siebel database during the actual update operation.
   • Microsoft Outlook delete. Delete the appropriate record in the Siebel database.
5. If a conflict occurs, then Siebel CRM Desktop does the following work:
   1. Updates the synchronization issues and conflicts log on the client.
   2. Prompts the user to choose which changes to keep in each of the following situations:
      • Update the record in Microsoft Outlook and on the Siebel Server.
      • Update the record in one data set and delete the record in the other data set.
6. Repeats Step 4 for each additional Siebel CRM data object that requires synchronization.