Integrating with the Customer Data Hub

This chapter discusses various ways in which the PeopleSoft CRM application integrates with Customer Data Hub (CDH), including:

• Using Smart Search.

• Submitting merge requests.

• Using Online Duplicate Prevention (ODP).

• Initiating full synchronization of PeopleSoft Customer Relationship Management (CRM) customer data with Customer Data Hub (CDH).

Using Smart Search

This section provides overviews of Smart Search and when to use it, and discusses how to work with Smart Search.

Understanding Smart Search

Smart Search is an advanced search mechanism provided by the CDH that identifies business objects similar to those submitted in the search criteria (in addition to identifying results that are exact matches). The advantage of this is that a user submitting ABC Incorporated. in a search would be able to see an entry for ABC Inc. in the search results. In this example, the ABC Inc. entry is likely to be what the user is searching for, even though it does not exactly match the user's search text.

To support searches in Smart Search, the CDH application uses fuzzy logic based on match rules. These rules determine how to identify match results that are similar to, but not exactly the same as the criteria entered into the match. This is accomplished through the use of:

• Transformation functions

  These functions instruct the search to ignore certain characteristics of the submitted search text. Examples of items that could be ignored include special characters (nonalphanumeric characters), white space (multiple adjacent blank spaces), and differences in capitalization.

• Word replacement lists

  Word replacement lists map multiple alternative words or abbreviations to a single standard item. For example, the name William could be mapped to Will, Bill, or Billy. Likewise, the abbreviation Inc. could be mapped to Inc, Incorp., and Incorporated.

• Match thresholds

  Match rules allow match scores to be associated with the various attributes used in a search. For example, when searching for a person, you might define a match score for individual attributes such as first name and last name. You might define a match threshold to specify the minimum value that the submitted search text must reach to be considered a valid match.

Certain customer-related pages within PeopleSoft CRM now can invoke CDH smart searches. The search values from the user are passed to the CDH system, which performs the search and returns the results to the PeopleSoft CRM system. For setID-based objects, only results with the correct setID value for the given context are returned.

Note that preexisting PeopleSoft CRM business object (BO) searching and configurable search functionality has been maintained. The Smart Search capability represents an additional option that is available to the user to allow the execution of fuzzy logic searches against the CDH data.

Understanding Where Smart Search is Used

Smart Search functionality is available from the Advanced BO Search capability used on CRM transaction pages. To perform a Smart Search from one of these pages, the Enable Smart Search check box must be selected. Note that this check box appears only if Smart Search is enabled at the installation level within PeopleSoft CRM as well as for the definition of the particular BO Criteria page being used for that search.

There are two ways to access the Advanced BO Search page from a transaction:

• Click the Advanced Search link.

• Click the standard Search button (or lookup icon) without entering any search criteria. In this situation, to avoid performing a search without any search criteria, you are directed to the Advanced Search page. If you are already on an Advanced Search page and initiate a search without specifying any search criteria, a message appears requiring you to enter some search criteria.

The Advanced Search page enables you to choose whether to invoke a Smart Search against the CDH data. By default, the Enable Smart Search button is visible and selected on Advanced Search pages, assuming that the system has been configured to allow Smart Search in the following way:

• The System Installation page has CDH enabled.

• The CDH Installation page has Smart Search enabled.

• The relevant BO Search Criteria page has Smart Search enabled.

• The Data Quality Management HZ:Enable DQM party Search profile option must be activated in the CDH system for Smart Search to be enabled in the PeopleSoft CRM system.

To initiate a smart search that will look for data within the CDH system, select the Enable Smart Search check box, enter the desired search values for the other search fields on the page, and click the Search button. To do a local search against the data in the PeopleSoft CRM system, make sure the Enable Smart Search check box is deselected before clicking the Search button.

Note that in certain conditions, the result set from an Advanced BO Search may not include data from the CDH Smart Search even if the Enable Smart Search check box was selected. These conditions include:

• The CDH connection is down.

  If the connection to the CDH database is not active for any reason at the time that the smart search request is initiated from PeopleSoft CRM, the search is carried out as a normal advanced BO search within the PeopleSoft CRM system.

• The result set returned form CDH is too large.

  If the result set from the CDH Smart Search request returns too many rows to display, the search is carried out as a normal Advanced BO Search within the PeopleSoft CRM system. This typically occurs if the search parameters were too broad. For example, a smart search for all companies beginning with the letter T is likely to return a large number of results.

  The maximum number of duplicates to be returned is determined by a profile option that is set up in the Oracle application—HZ Maximum Number of Search Results. Customers need to set this up for the PeopleSoft CRM application, which uses it when displaying results for search and online duplicate prevention. This value should be greater than the value of results defined in the BO Search Role maximum results.

Note. Remember that smart search is available for the advanced BO searches that are initiated from transaction pages within CRM. Examples of such transaction pages are the Case, Service Order, and Opportunity pages.

Smart Search is not available from the search pages used to open and edit the main Customer Data Model (CDM) components themselves. These components to define CDM data continue to use the PeopleSoft Configurable Search capability. However, within a main CDM component, smart searches are available for associating secondary CDM objects. For example, from the main component used to define company (Customers CRM, Add Company), Smart Search is available to search for contacts to associate with that company. Similarly, from the main component used to define site (Customers CRM, Add Site), Smart Search is available to search for a company to associate with that site.

Working with Smart Search

This section describes how to use Smart Search to locate Customer Data entries. To illustrate the functionality, we will consider a situation in which two similar entries already exist in the CDH system, Manheim Inc and Mannheim Inc.

Assume the user creates a new service order and searches for Mannheim Inc without using the Smart Search option. The search is carried out against the customer data in the PeopleSoft CRM system, and a single exact match is returned. The user would be unaware of the existence of the Manheim entry, which may be the desired entry, or which may be a functional duplicate of the other entry.

However, if the user carried out a smart search using the same search text (Mannheim Inc), the Search Results section would show both entries. Each result entry has an associated match score value, which indicates how closely it matches the submitted search criteria.

At this point the user can select one of the entries in the result set to continue with the transaction. For example, if the user selected the Manheim entry, the system would use that entry for the Customer value on the transaction page.

The smart search results can also be evaluated to initiate a request to merge two or more similar entries. For example, if the user realizes that the entries for Manheim Inc and Mannheim Inc shown in this example represent the same company, the user could click the Initiate Merge Request link at the bottom of the search page to send a request to CDH to have those two customer entries merged. More details on this procedure are available in the following section.

Submitting Merge Requests

This section provides an overview of merge requests and discusses how to:

• Work with merge requests.

• View merge exception logs.

Understanding Merge Requests

Merge requests are used to identify potentially duplicate entries of customer-related information. If a smart search returns multiple similar entries, a user can select two or more results and submit them as a merge request. These merge requests are then automatically sent to the CDH system for evaluation. The CDH Data Librarian will review all the merge requests and take action on those that are needed. Approved merge requests are processed within CDH to inactivate the duplicate entries and merge all appropriate CDH information from the inactivated duplicates into the surviving entry.

Certain restrictions apply for merging business objects. These restrictions ensure that a merge in CDH does not cause inconsistencies in CRM. The following rules apply for merge requests:

• Only business objects in the same setID can be merged with each other.

• Only business objects of the same type can be merged with each other. For example, a company cannot be merged with an individual consumer.

• Sites can be merged with other sites only if they both belong to the same company or consumer.

• When you merge person entries, the National ID values (if present) for all submitted entries must be the same.

  Note. The National ID entry value for person entries linked to the United States is typically the Social Security number of the individual.

• A worker cannot be merged with another worker. But a worker can be merged with persons defined as a contact or a consumer.

• A person of interest cannot be merged with another person of interest. But a person of interest can be merged with a person defined as a contact or a consumer.

• A student administrator cannot be merged with another student administrator. But a student administrator can be merged with a person defined as a contact or a consumer.

• A sales user cannot be merged with another sales user. But a sales user can be merged with a person defined as a contact or a consumer.

• When you merge companies, the Taxpayer Identification Number values (if present on an entry) for the submitted companies must be the same.

After a merge is successfully validated and carried out in the CDH, a notification is sent to the PeopleSoft CRM system. This notification includes details about which entry from the request was identified as the surviving object and which entry (or entries) became a nonsurviving object. Upon receiving this notification, merge handlers are invoked to adjust the data in the PeopleSoft system in response to the merge. Merge handlers are sets of code that are delivered with the system and specified on the Data Hub Merge Registry page. Merge handlers exist for both CDM data and CRM transactional data.

Between the time when the merge handlers are invoked for a particular merge request and when the handlers complete processing for that request, all the objects that are part of that merge request are given the merge status of Merge in Progress. BO searches from CRM transaction pages exclude entries with a merge status of Merge in Progress or Inactive. This prevents a new transaction from being associated with an object that is or may soon become inactive.

The PeopleSoft CRM merge handling begins with the invocation of the CDM Merge Handler. This handler is responsible for merging CDM business object data and performs the following activities:

• Retains all roles of the surviving object and adds unique, active roles of the nonsurviving objects to the surviving object.

• Retains relationships of the surviving object. End-dates relationships of the nonsurviving objects and adds them to the surviving object.

• Associates unique sites from the nonsurviving objects with the surviving object.

• Sets the customer status of the nonsurviving object to Inactive. Once inactivated, this business object cannot be updated and cannot be used on transactions.

• Adds the name of the nonsurviving object to the surviving object as an alternate name.

• Updates customer attributes that were merged as part of the process within CDH in CRM. Because PeopleSoft customer records include some additional attributes that are not sent to CDH, the handler merges these additional attributes according to the Primary Merge Rule and Secondary Merge Rule specified on the Oracle CDH Installation Options page. These rules operate in the following way:

  • The Primary Merge Rule specifies that nonblank attributes of the surviving object are always retained.

  • If the surviving object has a blank attribute, then its value is taken from the corresponding attribute of the nonsurviving object. If multiple nonsurviving objects exist, then the Secondary Merge Rule determines which attribute value of the nonsurviving object to use to update the surviving object. The Secondary Merge Rule can be configured to specify either that the earliest created attribute is used or that the most recently created attribute is used for this purpose.

After updating the CDM data, the system invokes the merge handlers for transactional data. The system updates the CRM transaction entries to change any references to the objects that just became inactive. For example, upon notification that customer ABC has been merged into ABC Inc, the system updates any existing CRM transaction, such as a sales opportunity, that referred to customer ABC to refer to customer ABC Inc. The transaction merge handlers ensure that:

• Foreign key references to nonsurviving business objects are changed to refer to the corresponding surviving object on all CRM transaction records.

• Information of the merge history is recorded and available for viewing on selected transaction components, such as the support case.

After the CDM and transactional data have been updated to react to the CDH merge notification, the merge status of the surviving business object is set to Active, and the nonsurviving objects are set to Inactive.

See Setting Up CDH Integration.

The configurable search pages for the main CDM components (Customers CRM, Search Company, Customers CRM, Search Person, Customers CRM, Search Site) enable users to specify the merge status when issuing a search. Thus users can open and view entries for customer data objects that have already been merged and are therefore inactive. However, these inactive entries cannot be associated with new CRM transactions.

Pages Used to Submit Merge Requests

Working with Merge Requests

This section provides an example of how a merge request is created and how the PeopleSoft CRM system updates entries in response to a successful merge operation notification from the CDH. This example involves the discovery of a duplicate entry for a customer during the creation of a service order. Assume that the user enters Mannheim as the customer name in the advanced search page for the transaction.

After selecting the desired entries for the merge request, the user clicks the Mark Duplicates button to indicate that the entries are considered duplicates. A confirmation message appears to confirm that the merge request should be sent to the CDH.

Clicking the OK button submits the merge request to the CDH and returns the user to the previous business object search page (where the Initiate Merge Request link appears). The request is directed to the Data Librarian in the CDH for evaluation and processing. If the Data Librarian approves and completes the merge request, the CDH system sends a message to the PeopleSoft CRM system, which responds by updating the appropriate information as illustrated subsequently. Clicking the Cancel button cancels the merge request and returns the user to the previous business object search page.

Note. If the same merge request is submitted multiple times, only one request is processed and the duplicate ones are ignored.

To continue with the previous example, if the request to merge the Mannheim entry into the Manheim entry is approved and completed in the CDH, the data in the PeopleSoft CRM system is updated accordingly.

Note that prior to the merge request, both the Mannheim and the Manheim entries show up as active companies from the Company search page.

To see both entries after the completed merge request, you must modify the search to include entries for all Customer Status values. Notice that the customer status of the survivor entry (Manheim) isActive but the customer status of the nonsurvivor entry (Mannheim) is Inactive.

This is because the CDM entry for the nonsurviving company (Mannheim) is inactivated as soon as confirmation of the merge is received by the PeopleSoft CRM system.

Users can view the inactivated company entry for Mannheim, but the elements on the page are not editable. A link is visible on the Summary page to transfer the user to the surviving company entry. (In this example, the link has the text This Company has been merged to Manheim Inc.)

The Company Summary page for the surviving entry has an equivalent link to enable users to view the merge history of that entry.

In this example, the link displays the text View merge history for Manheim Inc. Clicking the merge history link of the surviving company opens the merge history component for that entry, which has four pages:

The Merge History - Main page shows the Merge To and Merge From entries.

The Merge History - Roles page shows the roles of the Merge To and Merge From entries.

The Merge History - Relationships page shows the relationships of the Merge To and Merge From entries.

The Merge History - Contact Methods page shows the contact methods of the Merge To and Merge From entries.

When you view the company contacts information on the main Company component for the surviving entity (Manheim), the contacts from the nonsurviving company are visible in addition to the original (surviving) contacts.

Note. Contact methods are not displayed on the Person record of nonsurvivors. The system adds an end date to inactivate contact methods for nonsurvivors and they are no longer viewable on the Contact Info page of the Person component.

When you view the Business Object information for the surviving entry, the name of the nonsurviving entry is visible as an alternate name. This ensures that searches using the nonsurviving name correctly retrieve the surviving entry.

For example, if a new service order is created after the merge of the two companies and the user searches for the company using the spelling of the nonsurviving entry (Mannheim), the system retrieves the correct current entry.

This example illustrates how the entry for Manheim has been retrieved in response to entering Mannheim in the Customer field and performing the search.

In addition to updating the customer information, all the transactional data that referred to the nonsurviving entries from a merge request is updated. For this example, assume that prior to the merge request one Service Order (ID SVC0300004) existed for Manheim Inc and one for Mannheim Inc. (ID SVC0300005).

After the merge of the two companies, the service order (ID SVC0300005) for the nonsurviving company (Mannheim) has been updated with the surviving company name.

Similarly, after the two companies have been merged, if a search is made from a new service order for any companies that begin with the first three letters that the two companies shared in common, only the entry for the surviving company is returned. Because the nonsurviving company has been inactivated, it is not displayed in the results.

Viewing Merge Exception Logs

Access the Merge Log page (Customers CRM, Merge Exception Log, Merge Log).

Use this page to access the merge exception log that the system creates when exceptions occur during PeopleCode processing. Specify at least one of the search criteria (merge-to business object, merge-from business object, merge date, and merge handler) to locate logging information.

Working with Online Duplicate Prevention

This section provides overviews of online duplicate prevention (ODP) and its usage and discusses how to work with online duplicate prevention.

Understanding Online Duplicate Prevention

When a user adds a new customer entry in the PeopleSoft CRM system, Online Duplicate Prevention uses the CDH Merge Rules to identify existing entries similar to the one being created. By presenting these similar entries to the user prior to saving the new entry, the system enables the user to select one of the existing entries instead of continuing with the creation of the new entry. This helps prevent the introduction of duplicate entries in the system.

Users can continue to create and use a new entry unless the match score of the new entry exceeds the override threshold for that context. Override thresholds are defined in the CDH system and are associated with match rules. If a user attempts to create and use a new entry that is so close to an existing entry that it exceeds the override threshold, the system forces the user to select the existing entry rather than create a duplicate.

Online Duplicate Prevention Usage

Online Duplicate Prevention is available from the following contexts:

• Customer Data Model pages used to add any of the following types of entries:

  • Company

  • Site

  • Person

  • Client

  • Partner

• Quick Create pages accessed directly from left hand navigation (Customers CRM, Quick Create) to add new CDM business object entries.

• Quick Create pages accessed from CRM transactional pages to add new CDM business object entries.

  See Using Business Object Search and Quick Create Functionality.

Certain application business flows also implement duplicate prevention logic. Conversion of a lead to an opportunity is an example of this.

Use the HZ:Enable Duplicate Prevention at party Creation profile option to control whether duplicate prevention is performed in the CDH system. When the Enable Duplicate Prevention button is selected on the Oracle CDH Installation Options page in the PeopleSoft CRM system, the HZ:Enable Duplicate Prevention at party Creation option must also be activated within the CDH system.

Pages Used to Work with Online Duplicate Prevention

Working with Online Duplicate Prevention

This section provides examples that illustrate how Online Duplicate Prevention is invoked from various components to help prevent the creation of redundant customer entries. It depicts information that a user entered to create a new company (after navigating to Customers CRM, Add Company).

When the user saves the newly added company, the system invokes Online Duplicate Prevention to check for similar entries. If no potential matches are found, the user is transferred to the main component for company creation, and the information from the initial Add Company page is copied to the corresponding fields in the new component to enable the user to continue creating the new entry. However, if one or more potential matches are found, they appear to the user on the Evaluate Duplicate Company page.

If the system returns an entry with a match score that exceeds the match threshold, the user must select this company entry or cancel the transaction. If the returned entry does not exceeds the match threshold, the user can choose to select the similar entry, continue to create a new entry, or cancel the transaction.

Users can also create CDM data through various Quick Create entries available from many transaction pages.

If the user clicks the Create Company With Contact link, the Create Company With Contact page appears.

When the user clicks the Save button on this page, the system invokes the Online Duplicate Prevention functionality to check for existing similar entries. If a possible duplicate entry is detected, it is presented to the user.

The user can continue using the new data just entered on the Create Company With Contact page by clicking the link for the new entry listed under the Use New Company heading. Alternatively, the user can use an existing entry by clicking a link in the Name column for the desired row in the grid displaying similar entries.

Initiating Full Synchronization of PeopleSoft CRM Customer Data with CDH

This section provides an overview of the full synchronization procedure, lists prerequisites, and discusses how to:

• Configure Oracle Warehouse Builder and import full-sync projects.

• Generate CDH bulk import batches.

• Download CDH extensible attribute groups seed data to PeopleSoft CRM.

• Download CDH batch IDs to PeopleSoft CRM.

• Run PeopleSoft full-sync application engine jobs to populate staging tables.

• Run the Company full-sync application engine job.

• Run the Consumer full-sync application engine job.

• Run the Contact full-sync application engine job.

• Run the Partner full-sync application engine job.

• Run the Site full-sync application engine job.

• Upload PeopleSoft CRM staging tables to CDH interface tables.

• Process CDH bulk import.

• Download CDH source system management cross-references to PeopleSoft CRM.

• Run the extensible attributes application engine job.

• Upload PeopleSoft CRM extensible attributes to CDH.

• Purge full-sync batches.

Understanding the Full Synchronization Procedure

Use the Full Sync procedure to publish customer-related data from the PeopleSoft CRM system to the Oracle CDH system. This procedure is typically useful when the user of an existing PeopleSoft CRM installation installs Oracle CDH. In this situation, it is useful for all the existing PeopleSoft CRM customer-related data to be copied over to the CDH system.

The CRM to CDH Full Sync procedure uses various steps to prepare and transfer data from PeopleSoft CRM to the Oracle CDH. The following applications are used to perform these steps:

• PeopleSoft CRM

  Use to move data into Full Sync staging tables in preparation for loading into CDH interface tables.

• Oracle Warehouse Builder

  Use to transform and load data from PeopleSoft CRM Full Sync staging tables into CDH interface tables that can be used by Oracle's Bulk Import Process.

• Oracle CDH

  Use to load data from the CDH interface tables into Oracle TCA using the Bulk Import functionality.

Preparing Data for Full Sync in PeopleSoft CRM

During the Full Sync process, data from the PeopleSoft CRM customer-related tables is moved into a set of tables in which the structure more closely resembles that of the CDH interface tables used in the next stage of the process. Six Application Engine programs are used to move company, contact, site, consumer, partner, and extensible attribute data from the PeopleSoft CRM CDM tables to the intermediate PeopleSoft CRM Full Sync staging files. These application engine programs are invoked from within PeopleSoft Pure Internet Architecture pages.

See the following section in this document for more details on how to invoke the Full Sync Application Engine programs.

Running these Application Engine programs populates the PeopleSoft CRM Full Sync staging tables. When data is available in these CRM Full Sync staging tables, the corresponding interface tables must be populated by means of Oracle's Warehouse Builder.

Transferring Data Using Oracle's Warehouse Builder

The Oracle Warehouse Builder is a tool that provides Extract, Transform and Load (ETL) data functionality. Use this tool to move the data from the PeopleSoft CRM staging tables to the CDH interface tables that can be used by Oracle's Bulk Import facility.

See Oracle Warehouse Builder User’s Guide.

See Oracle Warehouse Builder Installation and Configuration Guide.

See Oracle Warehouse Builder Scripting Reference.

See Oracle Warehouse Builder Transformation Guide.

Import the following two system-delivered projects in Oracle Warehouse builder to load the associated scripts and metadata required for the data transfer:

• ECRM_CDH_CUSTOMER_FULLSYNC-PROJECT.mdl

• ECRM_CDH_CUSTOMER_FULLSYNC-LOCATION.mdl

Configure the PeopleSoft CRM system as the data source and the Oracle Interface tables as the target and deploy the project metadata. Open the ECRM_CDH_CUSTOMER_FULLSYNC project, start the process flow entitled CUSTOMER_FLOW, and execute mappings to move data to the staging tables:

At this point, the interface tables are ready for use as the source for the last major step in the process, loading data into Oracle using Bulk Import.

Loading Data into Oracle Using Bulk Import

Use Bulk Import to load batches of data from the interface tables into their corresponding staging tables and into the TCA Registry. The CDH Bulk Import Data Load process uses staging tables to improve performance during the data load. When the data has been loaded into the interface tables, it is available for use by Oracle's Bulk Import functionality. As each batch in the interface tables is selected for import and moved into staging tables for processing, the data is matched against the Multiple Original System Reference (MOSR) mapping tables to determine whether the record is an explicit update or insert. From the staging tables, the data is sent through the appropriate TCA validations to maintain data integrity of all information being loaded. It can also be sent to Data Quality Management for duplicate identification as requested by the user. Records that pass validation are moved into the appropriate TCA tables and records that fail are sent to the Errors table.

See Oracle Trading Community Architecture Administration Guide.

See Oracle Trading Community Architecture Reference Guide.

See Oracle Trading Community Architecture Technical Implementation.

See Oracle Trading Community Architecture User Guide Release.

Overview of Processes in Full Sync Procedure

The following table provides a detailed outline of the steps involved in the Full Sync process and indicates the application used for each step:

Note. Each of these steps is explained in more detail in subsequent sections.

Prerequisites

Before beginning this process, verify that you have installed:

• PeopleSoft CRM application.

• Oracle CDH application.

• Oracle Warehouse Builder and Oracle Warehouse Builder Repository.

You should have a working knowledge of how to use Oracle Warehouse Builder and Oracle Customer Data Hub, especially the Trading Community Architecture functionality.

See Oracle Warehouse Builder User’s Guide, Oracle Warehouse Builder Installation and Configuration Guide, Oracle Warehouse Builder Scripting Reference, and Oracle Warehouse Builder Transformation Guide.

See Oracle Trading Community Architecture Administration Guide, Oracle Trading Community Architecture Reference Guide, Oracle Trading Community Architecture Technical Implementation, and Oracle Trading Community Architecture User Guide Release.

Pages Used to Initiate Full Synchronization of PeopleSoft CRM Customer Data with CDH

Configuring Oracle Warehouse Builder and Importing Full Sync Projects

Here are the procedures for importing the PeopleSoft CRM Full Sync projects and configuring Oracle Warehouse Builder (OWB) in preparation for running data Extract, Transform, and Load (ETL) scripts.

To import the PeopleSoft Full Sync projects into OWB:

1. Start OWB Design Center.

2. Log in entering user name, password, host, port, and service name.

3. Import the following two OWB Metadata projects provided by Oracle:

   • ECRM_CDH_CUSTOMER_FULLSYNC-PROJECT.mdl

   • ECRM_CDH_CUSTOMER_FULLSYNC-LOCATION.mdl

4. Save the imported projects.

To configure and establish the connection information in OWB:

1. Open the ECRM_CDH_CUSTOMER_FULLSYNC project.

2. From within the Project Explorer pane, select the CDH module (Databases, Oracle, CDH), and edit it in the following way:

   • On the Metadata Location tab, select CDH_LOCATION as the location.

   • On the Data Locations tab, select CDH_LOCATION as the desired location and click OK.

3. On the Connection Explorer pane, select the CDH_LOCATION module (Databases, Oracle, CDH_LOCATION), and edit it to enter the appropriate connection information for your CDH database. Test the connection using the Test Connection button and click OK when done.

4. On the Project Explorer pane, select the CDH_VIEWS module (Databases, Oracle, CDH_VIEWS), and edit it in the following way:

   • On the Metadata Location tab, select CDH_VIEWS_LOCATION as the location.

   • On the Data Locations tab, select CDH_VEIWS_LOCATION as the desired location and click OK.

5. On the Connection Explorer pane, select the CDH_VIEWS_LOCATION module (Databases, Oracle, CDH_VIEWS_LOCATION), and edit it to enter the appropriate connection information for your CDH database. Test the connection using the Test Connection button and click OK when done.

6. On the Project Explorer pane, select the DEPLOY_CDH_ECRM module (Databases, Oracle, DEPLOY_CDH_ECRM), and edit it in the following way:

   • On the Metadata Location tab, select DEPLOY_LOCATION as the location.

   • On the Data Locations tab, select DEPLOY_LOCATION as the desired location and click OK.

7. On the Connection Explorer pane, select the DEPLOY_LOCATION module (Databases, Oracle, DEPLOY_LOCATION), and edit it to enter the appropriate connection information. DEPLOY_LOCATION is the database location that hosts the OWB Repository. Test the connection using the Test Connection button and click OK when done.

8. On the Project Explorer pane, select the DEPLOY_ECRM_CDH module (Databases, Oracle, DEPLOY_ECRM_CDH), and edit it in the following way:

   • On the Metadata Location tab, select DEPLOY_LOCATION as the location.

   • On the Data Locations tab, select DEPLOY_LOCATION as the desired location and click OK.

9. On the Connection Explorer pane, select the DEPLOY_LOCATION module (Databases, Oracle, DEPLOY_LOCATION). Test the connection using the Test Connection button and click OK when done.

10. On the Project Explorer pane, select the ECRM_BO module (Databases, Oracle, ECRM_BO), and edit it in the following way:

    • On the Metadata Location tab, select ECRM_LOCATION as the location.

    • On the Data Locations tab, select ECRM_LOCATION as the desired location and click OK.

11. On the Connection Explorer pane, select the ECRM_LOCATION module (Databases, Oracle, ECRM_LOCATION), and edit it to enter the appropriate connection information for your PeopleSoft CRM database. Test the connection using the Test Connection button and click OK when done.

To register the locations:

1. From within OWB Design Center, navigate to Tools, Preferences and ensure that the Naming Mode option is set to Physical Names.

2. From within Control Center Manager in OWB, view and register each of the following locations:

   • CDH_LOCATION

   • CDH_VIEWS_LOCATION

   • DEPLOY_LOCATION

   • ECRM_LOCATION

3. Click Save All and exit OWB.

To verify connections to the source and target database, you may want to:

1. Log in to OWB and open the ECRM_CDH_CUSTOMER_FULLSYNC project.

2. From within Project Explorer, expand each module so that its tables are visible.

3. Select and right-click one table from within the CDH module and select Data from the pop-up menu to ensure that the data in the table is visible. You are prompted to enter the password to access the appropriate database, and can also verify the connection by clicking the Test Connection button.

4. Repeat the preceding step for the modules CDH_VIEWS, ECRM, and ECRM_BO.

To deploy the OWB metatdata.

1. Log in to OWB and open the ECRM_CDH_CUSTOMER_FULLSYNC project.

2. Open Control Center Manager.

3. Select and highlight the DEPLOY_LOCATION object

4. Set the action to Create (right-click the object and select Set Action, then Create).

5. Deploy the object (right-click the object and select Deploy).

6. Repeat steps 3–5 for the following objects:

   • CDH_LOCATION

   • CDH_VIEWS_LOCATION

   • ECRM_LOCATION

Generating CDH Bulk Import Batches

CDH uses batch IDs to group data to be submitted for its Bulk Import process. Create the batch IDs in the CDH system. This data will be copied to the PeopleSoft CRM system in a subsequent step so that data can be tagged for inclusion in specific batches.

To generate the Bulk Import batch IDs:

1. Log in to Oracle E-Business Suite CDH application using a data librarian user ID.

2. Navigate to Administration, Source System and select ECRM as the source system code to confirm that PeopleSoft CRM is registered as a spoke on the CDH.

3. Navigate to Import, Batch Import and click Generate Batch to create new batch IDs for::

   • Company Full Sync

   • Contact Full Sync

   • Consumer Full Sync

   • Partner Full Sync

   • Site Full Sync

Note. Oracle recommends that you use a descriptive name for each batch that clearly shows the type of data intended for that batch (company, contact, consumer, partner, and site).

Downloading CDH Extensible Attribute Groups Seed Data to PeopleSoft CRM

To download the CDH extensible attribute group seed data to PeopleSoft CRM:

1. Log in to OWB and open the ECRM_CDH_CUSTOMER_FULLSYNC project.

2. Expand the CDH_VIEWS module and highlight the table entry for ECRM_ATTRUBUTE_GROUP_CODES_V. Right-click the entry and select Data from the pop-up menu to confirm the extensible attribute entries that must be copied to the CRM system.

3. Expand the DEPLOY_CDH_ECRM module, right-click the CDH_ECRM_RDH_ATTR_GROUP mapping, and select Start from the pop-up menu to begin the data transfer from the CDH system to the CRM system.

4. Expand the ECRM module, right-click the ECRM PS_RDH_ATTR_GROUP table entry, and select Data from the pop-up menu to view the data for that table. You should see the imported extensible attribute data in this PeopleSoft CRM table.

Downloading CDH Batch IDs to PeopleSoft CRM

To download the CDH batch ID data to the PeopleSoft CRM system:

1. Log in to OWB and open the ECRM_CDH_CUSTOMER_FULLSYNC project.

2. Expand the CDH module and highlight the table entry for HZ_IMP_BATCH_SUMMARY. Right-click the entry and select Data from the pop-up menu to confirm the batch ID entries created in the previous procedure.

3. Expand the DEPLOY_CDH_ECRM module, right-click the CDH_ECRM_IMP_ORIG_SYSTEM mapping, and select Start from the pop-up menu to begin the data transfer of batch IDs from the CDH system to the CRM system.

4. Expand the ECRM module, right-click the PS_IMP_ORIG_SYSTEM table entry and select Data from the pop-up menu to view the data for that table. You should see the imported batch ID data in this PeopleSoft CRM table.

Running PeopleSoft Full-Sync Application Engine Jobs to Populate Staging Tables

Access the Full-Sync Publish page (Customers CRM, CDH Full-Sync Publish, Run Full-Sync Publish).

Moving of CRM Customer Data to Staging Tables

Customer-related data used by the PeopleSoft CRM system is stored in various tables including:

• PS_BO

• PS_BO_NAME

• PS_BO_ROLE

• PS_BO_REL

• PS_BO_CM

• PS_BO_CM_USE

• PS_BO_EMPLOYMENT

• PS_BO_EXEMPT

• PS_BC

• PS_BC_SOLDTO_OPT

• PS_BC_SHIPTO_OPT

• PS_BC_BILLTO_OPT

• PS_CM

• PS_RD_COMPANY

• PS_RD_CONSUMER

• PS_RD_PERSON

• PS_RD_SITE

• RD_CY_INDUSTRIES

During the Full Sync process, data from these tables is moved into staging tables in which the structure more closely resembles the interface tables used by CDH. Six Application Engine programs exist to move data from the PeopleSoft CRM CDM tables to the intermediate PeopleSoft CRM Full Sync staging files.

This table summarizes the Full Sync Application Engine program names and their purpose.

Running the preceding application engine programs populates the following PeopleSoft CRM Full Sync staging tables.

• PS_IMP_ADDRESS_INT

• PS_IMP_ADDRUSE_INT

• PS_IMP_CONTACT_INT

• PS_IMP_CNTROLE_INT

• PS_IMP_CONTPTS_INT

• PS_IMP_PARTIES_INT

• PS_IMP_RELSHIP_INT

• PS_IMP_PER_PFL_EXT

• PS_IMP_PER_PFL_TL

• PS_IMP_ORG_PFL_EXT

• PS_IMP_ORG_PFL_TL

• PS_IMP_PARTY_REF

• PS_IMP_PARTY_USG

Run Full-Sync Publish

Running the Company Full-Sync Application Engine Job

Access the Run Company Full-Sync page (click the Run Company Full-Sync link on the Full-Sync Publish page).

Publish Options

Schedule Options

To initiate immediate transfer of all company data, leave the Selection Criteria fields empty, select Now in the Schedule Option field, and click the Publish Data button.

Check the status of the application engine program in the Process Monitor page.

The run status of the RB_PUB_COMP job (Process Name) should appear as Success. The Process Monitor Log, accessed from the Details link, provides information about the process, including the number of rows inserted into the staging tables.

Continue the Full Sync process by accessing the Full-Sync Publish page and initiating the application engine programs for each of the other CDM categories of data (Consumer, Contact, Partner, and Site). Clicking each link will access the associated CDM object Full-Sync page, all of which are described subsequently. From each of these pages, click the Publish Data button to run the associated application engine program.

Running the Consumer Full-Sync Application Engine Job

Access the Run Consumer Full-Sync page (click the Run Consumer Full-Sync link on the Full-Sync Publish page).

Publish Options

Schedule Options

Running the Contact Full-Sync Application Engine Job

Access the Run Contact Full-Sync page (click the Run Contact Full-Sync link on the Full-Sync Publish page).

Publish Options

Schedule Options

Running the Partner Full-Sync Application Engine Job

Access the Run Partner Full-Sync page (click the Run Partner Full-Sync link on the Full-Sync Publish page).

Publish Options

Schedule Options

Running the Site Full-Sync Application Engine Job

Access the Run Site Full-Sync page (click the Run Site Full-Sync link on the Full-Sync Publish page).

Publish Options

Schedule Options

Note. When data is available in the CRM Full Sync staging tables, the corresponding interface tables must be populated, as described in the following section on transferring data using Oracle's Warehouse Builder.

See Uploading PeopleSoft CRM Staging Tables to CDH Interface Tables.

Uploading PeopleSoft CRM Staging Tables to CDH Interface Tables

The Oracle Warehouse Builder is a tool that provides Extract, Transform and Load (ETL) data functionality. This tool is used to move the data from the PeopleSoft CRM staging tables to the interface tables that can be used by Oracle's Bulk Import facility.

See Oracle Warehouse Builder User’s Guide.

See Oracle Warehouse Builder Installation and Configuration Guide.

See Oracle Warehouse Builder Scripting Reference.

See Oracle Warehouse Builder Transformation Guide.

To upload the CRM staging table data to the CDH interface tables:

1. Log in to OWB and open the ECRM_CDH_CUSTOMER_FULLSYNC project.

2. If Oracle Workflow Server is available, perform this step (2) and skip step 3: From within OWB Project Explorer, start the process flow named CUSTOMER_FLOW (Process Flows, Process Flow Modules, PACKAGE_ECRM_SYNC, Customer, CUSTOMER_FLOW).

   Note. If Oracle Workflow Server is not available, skip this step (2) and perform step 3.

3. If Oracle Workflow Server is not available and you skipped step 2, then perform this step.

   Note. Steps 2 and 3 perform the same functional task: the only difference is that the procedure outlined in step 2 requires Oracle Workflow Server and accomplishes the task in an automated fashion, while step 3 does not need Oracle Workflow Server but requires the user to manually run each script.

   Deploy the appropriate maps to transfer data. From within OWB Project Explorer, select and right-click the ECRM_CDH_IMP_PARTIES_INT map (Databases, Oracle, CDH, DEPLOY_ECRM_CDH, Mappings), and select Start from the pop-up menu to initiate the associated data transfer. Repeat this procedure for each of the following maps:

   • ECRM_CDH_IMP_ADDRESSES_INT

   • ECRM_CDH_IMP_ADDRESSUSES_INT

   • ECRM_CDH_IMP_CONTACTPTS_INT

   • ECRM_CDH_IMP_RELSHIPS_INT

4. To confirm that the data has been transferred successfully, check the appropriate interface tables. For example, select and right-click the HZ_IMP_PARTIES_INT table (Databases, Oracle, CDH, Tables, HZ_IMP_PARTIES_INT), and select Data from the pop-up menu to view the contents of the main party interface table.

After performing the procedure for the maps mentioned previously, the following interface tables are populated with data from the corresponding PeopleSoft CRM Full Sync staging tables:

• HZ_IMP_ADDRESSES_INT

• HZ_IMP_ADDRESSUSES_INT

• HZ_IMP_CLASSIFICS_INT

• HZ_IMP_CONTACTS_IMP

• HZ_IMP_CONTACTROLES_INT

• HZ_IMP_CREDITRTNGS_INT

• HZ_IMP_CONTACTPTS_INT

• HZ_IMP_FINNUMBERS_INT

• HZ_IMP_FINREPORTS_INT

• HZ_IMP_PARTIES_INT

• HZ_IMP_RELSHIPS_INT

At this point, the interface tables are ready for use as the source for the next step in the process, described in the following section on loading data with the Oracle CDH Bulk Import process.

Processing CDH Bulk Import

To initiate the CDH Bulk Import process:

1. Log in to the Oracle E-Business Suite CDH application using a data librarian user ID.

2. Navigate to Data Librarian, Import, Import Batch, select the batch ID corresponding to the Company Full Sync batch, and click Activate. With the same batch ID selected, click Define Import. Select the desired options presented in the set of wizard pages that appear. Among these options, the following enable you to request that the system should:

   • Resolve duplicates within the batch.

   • Validate addresses within the batch.

   • Display a preview of the results prior to import.

   • Resolve duplicates between the batch and the TCA Registry

   Click Finish after selecting the desired options to initiate processing.

3. Repeat the preceding step for the batch IDs corresponding to each of the following groups:

   • Contact Full Sync

   • Consumer Full Sync

   • Site Full Sync

   • Partner Full Sync

Downloading CDH Source System Management Cross-References to PeopleSoft CRM

The CDH Source System Management keeps track of cross-references between the TCA party data and the various source system data. This allows each party ID that exists in the TCA registry to be associated with an originating system and the relevant key field value from that source system. The PeopleSoft CRM system maintains a similar cross-reference table for the Full Sync data. (This cross-reference table is not maintained in CRM for the incremental sync processes.)

To synchronize this data, the CDH cross-reference data generated from the Bulk Import process must be downloaded to the PeopleSoft CRM system, as described in the following steps:

1. Log in to OWB and open the ECRM_CDH_CUSTOMER_FULLSYNC project.

2. Verify the CDH cross-reference data. Expand the CDH_VIEWS module and highlight the View entry for ECRM_PARTY_REFERENCES_V. Right-click the entry and select Data from the pop-up menu to view the cross-reference entries created in the Bulk Import procedure. Use a Where Clause value of ORIG_SYSTEM='ECRM' (assuming that the PeopleSoft CRM system has been identified as ECRM in the TCA) to filter the data appropriately.

3. Expand the DEPLOY_CDH_ECRM module, right-click the CDH_ECRM_IMP_PARTY_REFERENCES mapping, and select Start from the pop-up menu to begin the transfer of cross-reference data from the CDH system to the CRM system.

4. Confirm that the data has been transferred to the PeopleSoft CRM system. Expand the ECRM module, right-click the PS_IMP_PARTY_REF table entry, and select Data from the pop-up menu to view the data for that table. You should see the imported cross-reference data in this PeopleSoft CRM table.

Running the Extensible Attributes Application Engine Job

Access the Run Extensible Attributes page (click the Run Extensible Attributes link on the Full-Sync Publish page).

Batch ID	The batch ID used by Oracle CDH to identify groups of data to be processed during a Bulk Import operation. These batch IDs must be copied from CDH into PeopleSoft CRM. Select the batch ID created to process extensible attribute data.
Now	Select to initiate the Extensible Attributes Full Sync application engine program immediately.
Future, Date, and Time	Select the Future option to initiate the Extensible Attributes Full Sync application engine program on the date and time specified.
Publish Data	Select to initiate the Extensible Attributes Full Sync application engine program.

Click the Publish Data button to submit the RB_PUB_EXT Application Engine job. Use the Process Monitor page to view the status of the job.

Uploading PeopleSoft CRM Extensible Attributes to CDH

To upload the CRM extensible attribute data to the CDH:.

1. Log in to OWB and open the ECRM_CDH_CUSTOMER_FULLSYNC project.

2. If Oracle Workflow Server is available, perform this step (2) and skip step 3: From within OWB Project Explorer, start the process flow named ATTRIBUTE_FLOW (Process Flows, Process Flow Modules, PACKAGE_ECRM_SYNC, Attribut, ATTRIBUTE_FLOW).

3. If Oracle Workflow Server is not available and you skipped step 2, then perform this step.

   Note. Steps 2 and 3 perform the same functional task: the only difference is that the procedure outlined in step 2 requires Oracle Workflow Server and accomplishes the task in an automated fashion, while step 3 does not need Oracle Workflow Server but requires you to manually run each script.

   Deploy the appropriate maps to transfer data. From within OWB Project Explorer, select and right-click the ECRM_CDH_PARTY_USAGE map (Databases, Oracle, CDH, DEPLOY_ECRM_CDH, Mappings), and select Start from the pop-up menu to initiate the associated data transfer. Repeat this procedure for each of the following maps:

   • ECRM_CDH_ORG_PROFILES_EXT_B

   • ECRM_CDH_ORG_PROFILES_EXT_TL

   • ECRM_CDH_PER_PROFILES_EXT_B

   • ECRM_CDH_ORG_PROFILES_EXT_TL

4. To confirm that the data has been transferred successfully, check the appropriate CDH tables. For example, select and right-click the HZ_ORG_PROFILES_EXT_B table (Databases, Oracle, CDH, Tables, HZ_ORG_PROFILES_EXT_B), and select Data from the pop-up menu to view the contents of the table.

Purging Full-Sync Batches

Access the Run Purge Batch page (click the Run Purge Batch link on the Full-Sync Publish page).

Purge All Batches	Select to purge all staging table data.
Batch ID	Specify the batch ID to identify which staging table data to purge.
Now	Select to initiate the Purge Batch application engine program immediately.
Schedule, Date, and Time	Select the Schedule option to initiate the Purge Batch application engine program on the date and time specified.
Purge Data	Select to initiate the Purge Data application engine program.

Click the Purge Data button to submit the RB_PUB_PURGE application engine job. Use the Process Monitor page to view the status of the job.