CRM Analysis on Features and Data Models
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CRM Analysis on Features and Data Models of five CRM solutions.
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CRM Analysis on Features and Data Models
- 1. 1 CRM Analysis on Features and Data Models Technical Report André Cruz February, 2015
- 2. 2 Index Contents Introduction .................................................................................................................................. 3 Customer Relationship Management Features Mapping............................................................. 4 Customer Relationship Management Data Models Mapping....................................................... 6 References................................................................................................................................... 25
- 3. 3 Introduction This document goal is to present the technical work done in identifying the common features and information entities in five CRM solutions: SugarCRM, Microsoft Dynamics CRM, Sage CRM, Oracle Siebel CRM and Salesforce CRM. To reach the common information entities we also took in account the Buttle (2009) reference.
- 4. 4 Customer Relationship Management Features Mapping SugarCRM Microsoft Sage Siebel Salesforce Sales Account Management x x x x x Approvals x x Activity Management x x x x Competitor Tracking x x x x Contacts Management x x x x Contracts Management x x x Sales Literature x x Lead Management x x x x Opportunity Management x x x x x Product Catalog and Management x x x x x Quote Management x x x x Sales Forecasting x x x x x Quota Management x x x x Territory Management x x x x x Order Management x x x x Sales Pipeline/Pipeline Management x x x Marketing Campaign Management x x x x x Campaign Execution x x x x x Email Marketing x x x x x Newsletter Management x x Marketing Campaigns x x x Web to Lead Capture x x x Marketing List Management x x x x Lead Management x x x Customer Support Case Escalation and Notification x x x Call/Contact Center x x x x x
- 5. 5 Case Routing and Queuing x x x x Case Management x x x x x Customer Self-service Portal x x x x x Email Management x x x x Knowledge Base/ Solution Management x x x x x Customer Information View x x x x x Service Contracts(SLAs) x x Reporting/Analytics Reports x x x x x Dashboards x x x x x Service Analytics x x x Marketing Analytics x x x Sales Analytics x x x x Integration Web Services API - SOAP x x x x Web Services API - REST x Cloud Connectors x x x Integrated Third-Party Apps x x x Email Integration x x x x x Microsoft Office Integration x x x Social Networks x x x CTI x x x x x ACD x x x x x Security User Based Security x x x x x Role Based Security x x x x Team Based Security x x x Advanced Password Management x x x x Field Level Security x x x Record Based Security x x x Other Calendar Management x x x x x Document Management x x x Workflow Automation x x x x x Access Mobile x x x x x Offline Data Access x x x x
- 6. 6 Customer Relationship Management Data Models Mapping Salesforce Microsoft SugarCRM SageCRM Oracle Siebel AcceptedEventRelation Account X X X X AccountContactRole AccountFeed AccountHistory AccountOwnerSharingRule AccountPartner AccountShare AccountTag AccountTeamMember X AccountTerritoryAssignmentRule AccountTerritoryAssignmentRuleItem AccountTerritorySharingRule ActivityHistory AdditionalNumber AllowedEmailDomain ApexClass ApexComponent ApexLog ApexPage ApexTestQueueItem ApexTestResult ApexTrigger Approval Article Type__DataCategorySelection Asset X AssetFeed AssetTag AssignmentRule AsyncApexJob AttachedContentDocument
- 7. 7 Attachment AuraDefinition AuraDefinitionBundle AuthConfig AuthConfigProviders AuthProvider AuthSession Bookmark BrandTemplate BusinessHours BusinessProcess CallCenter Campaign X X X CampaignFeed X CampaignMember CampaignMemberStatus CampaignOwnerSharingRule CampaignShare CampaignTag Case X X X CaseArticle CaseComment CaseContactRole CaseFeed CaseHistory CaseMilestone CaseOwnerSharingRule CaseShare CaseSolution X CaseStatus CaseTag CaseTeamMember CaseTeamRole CaseTeamTemplate CaseTeamTemplateMember CaseTeamTemplateRecord CategoryData CategoryNode CategoryNodeLocalization ChatterActivity ChatterAnswersActivity ChatterAnswersReputationLevel ChatterConversation ChatterConversationMember ChatterMessage
- 8. 8 CollaborationGroup CollaborationGroupFeed CollaborationGroupMember CollaborationGroupMemberRequest CollaborationInvitation CombinedAttachment Community (Zone) Contact X X X ContactFeed ContactHistory ContactOwnerSharingRule ContactShare ContactTag ContentDocument ContentDocumentFeed ContentDocumentHistory ContentDocumentLink ContentVersion ContentVersionHistory ContentWorkspace ContentWorkspaceDoc Contract X X X ContractContactRole ContractFeed ContractHistory ContractLineItem ContractLineItemHistory ContractStatus ContractTag CronTrigger CronJobDetail CurrencyType CustomBrand CustomBrandAsset Custom Object__Feed CustomPermission CustomPermissionDependency DandBCompany Dashboard X DashboardComponent DashboardComponentFeed DashboardFeed DashboardTag DatacloudCompany DatacloudContact
- 9. 9 DatacloudDandBCompany DatacloudOwnedEntity DatacloudPurchaseUsage DatacloudSocialHandle DatedConversionRate DcSocialProfile DcSocialProfileHandle DeclinedEventRelation Division DivisionLocalization Document X X DocumentAttachmentMap DocumentTag DuplicateRecordItem DuplicateRecordSet EmailMessage X X X EmailServicesAddress X EmailServicesFunction EmailStatus EmailTemplate X Entitlement X EntitlementContact EntitlementFeed EntitlementHistory EntitlementTemplate EntityHistory EntitySubscription EnvironmentHubMember Event X EventFeed EventRelation EventTag EventWhoRelation ExternalDataSource ExternalDataUserAuth FeedComment FeedItem FeedLike FeedPollChoice FeedPollVote FeedPost FeedTrackedChange FieldPermissions FiscalYearSettings Folder
- 10. 10 ForecastingAdjustment X X X ForecastingFact ForecastingItem ForecastingQuota ForecastShare Group X GroupMember HashtagDefinition Holiday X Idea IdeaComment IdeaTheme KnowledgeableUser KnowledgeArticle X X KnowledgeArticleVersion KnowledgeArticleVersionHistory KnowledgeArticleViewStat KnowledgeArticleVoteStat Lead X X X X LeadFeed LeadHistory LeadOwnerSharingRule LeadShare LeadStatus LeadTag LimitAllocationPerApp LineitemOverride LoginHistory LookedUpFromActivity MailmergeTemplate MilestoneType Name Network NetworkActivityAudit NetworkMember NetworkModeration NewsFeed Note X NoteAndAttachment NoteTag OauthToken ObjectPermissions ObjectTerritory2AssignmentRule ObjectTerritory2AssignmentRuleItem ObjectTerritory2Association
- 11. 11 OpenActivity Opportunity X X X X OpportunityCompetitor X OpportunityContactRole X X OpportunityFeed OpportunityFieldHistory OpportunityHistory X OpportunityLineItem X X X OpportunityLineItemSchedule OpportunityOverride OpportunityOwnerSharingRule OpportunityPartner OpportunityShare OpportunitySplit OpportunitySplitType OpportunityStage OpportunityTag OpportunityTeamMember Order X X X OrderFeed OrderHistory OrderItem X X OrderItemFeed OrderItemHistory Organization X X OrgWideEmailAddress OwnedContentDocument PackageLicense Partner X PartnerNetworkConnection PartnerNetworkRecordConnection PartnerRole Period X PermissionSet PermissionSetAssignment Pricebook2 X X Pricebook2History PricebookEntry ProcessDefinition ProcessInstance ProcessInstanceHistory ProcessInstanceNode ProcessInstanceStep ProcessInstanceWorkitem ProcessNode
- 12. 12 Product2 X X X X Product2Feed ProductEntitlementTemplate Profile ProfileSkill ProfileSkillEndorsement ProfileSkillEndorsementHistory ProfileSkillFeed ProfileSkillHistory ProfileSkillShare ProfileSkillUser ProfileSkillUserHistory PushTopic QuantityForecast QuantityForecastHistory Question QuestionDataCategorySelection QuestionReportAbuse QuestionSubscription QueueSobject Quote X X X X QuoteDocument QuoteLineItem RecentlyViewed RecordType RecordTypeLocalization Reply ReplyReportAbuse Report X ReportFeed ReportTag ReputationLevel ReputationPointsRule RevenueForecast RevenueForecastHistory RuleTerritory2Association SamlSsoConfig SearchPromotionRule Scontrol ScontrolLocalization SelfServiceUser ServiceContract ServiceContractFeed ServiceContractHistory ServiceContractOwnerSharingRule
- 13. 13 ServiceContractShare SetupEntityAccess SignupRequest Site X SiteHistory SlaProcess X Solution SolutionFeed SolutionHistory SolutionStatus SolutionTag StaticResource StreamingChannel TagDefinition Task X X X TaskFeed TaskPriority TaskRelation TaskStatus TaskTag TaskWhoRelation Territory X X Territory2 Territory2Model Territory2ModelHistory Territory2Type ThirdPartyAccountLink Topic TopicAssignment TopicFeed TwoFactorInfo UndecidedEventRelation User X X X X UserAccountTeamMember UserConfigTransferButton UserConfigTransferSkill UserFeed UserLicense UserLogin X UserMembershipSharingRule UserPackageLicense UserPreference UserProfile UserProfileFeed UserRecordAccess
- 15. 15 WorkRewardFundShare WorkRewardFundType WorkRewardFundTypeHistory WorkRewardFundTypeShare WorkRewardHistory WorkRewardShare WorkThanks WorkThanksShare Microsoft Dynamics CRM SugarCRM Sage CRM Oracle Siebel CRM Account X X X AccountLeads ActivityMimeAttachment ActivityParty X ActivityPartyRollupByAccount ActivityPartyRollupByContact ActivityPointer Annotation AnnualFiscalCalendar Appointment AsyncOperation AttributeMap BulkOperation BulkOperationLog BusinessUnit X BusinessUnitMap BusinessUnitNewsArticle Calendar X CalendarRule Campaign X X X CampaignActivity X X CampaignActivityItem CampaignItem CampaignResponse ColumnMapping Commitment Competitor X CompetitorAddress CompetitorProduct CompetitorSalesLiterature ConstraintBasedGroup Contact X X ContactInvoices
- 16. 16 ContactLeads ContactOrders ContactQueues Contract X X ContractDetail ContractTemplate CustomerAddress CustomerOpportunityRole CustomerRelationship Discount DiscountType DocumentIndex DuplicateRecord Email X X EntityMap Equipment Fax FilterTemplate FixedMonthlyFiscalCalendar Import ImportFile ImportMap Incident X X IncidentResolution X IntegrationStatus InternalAddress Invoice X InvoiceDetail KbArticle X KbArticleComment KbArticleTemplate Lead X X X LeadAddress LeadCompetitors LeadProduct Letter License List ListMember LookUpMapping MailMergeTemplate MonthlyFiscalCalendar Opportunity X X X OpportunityClose OpportunityCompetitors
- 17. 17 OpportunityProduct X OrderClose X X Organization X X OrganizationUI OwnerMapping PhoneCall X X PickListMapping PluginType PluginAssembly PriceLevel X PrincipalObjectAccess Privilege PrivilegeObjectTypeCodes Product X X X ProductAssociation ProductPriceLevel ProductSalesLiterature ProductSubstitute QuarterlyFiscalCalendar Queue QueueItem Quote X X X QuoteClose QuoteDetail RelationshipRole RelationshipRoleMap Resource ResourceGroup ResourceSpec Role X RolePrivileges RoleTemplate RoleTemplatePrivileges DuplicateRule DuplicateRuleCondition SalesLiterature SalesLiteratureItem SalesOrder SalesOrderDetail SavedQuery SdkMessage SdkMessagePair SdkMessageRequest SdkMessageRequestField SdkMessageRequestInput
- 18. 18 SdkMessageResponse SdkMessageResponseField SdkMessageFilter SdkMessageProcessingStep SdkMessageProcessingStepImage SemiAnnualFiscalCalendar Service X ServiceAppointment ServiceContractContacts Site StatusMap StringMap Subject Subscription SubscriptionClients SubscriptionSyncInfo SystemUser SystemUserLicenses SystemUserPrincipals SystemUserRoles Task X X Team X TeamMembership Template Territory X TransformationMapping TransformationParameterMapping UnresolvedAddress UoM UoMSchedule X X UserFiscalCalendar UserQuery UserSettings X X X WorkflowCompletedScope WorkflowWaitSubscription Workflow X WorkflowDependency SugarCRM Sage CRM Oracle Siebel accounts x x accounts_audit accounts_bugs accounts_cases
- 19. 19 accounts_contacts accounts_opportunities acl_actions acl_fields acl_roles acl_roles_actions acl_roles_users activities x activities_users address_book address_book_list_items address_book_lists bugs bugs_audit calls x calls_contacts calls_leads calls_users campaign_log campaign_trkrs campaigns x x campaigns_audit cases x cases_audit cases_bugs category_tree comments config contacts x contacts_audit contacts_bugs contacts_cases contacts_users contract_types contracts x contracts_audit contracts_contacts contracts_opportunities contracts_products contracts_quotes currencies custom_fields custom_queries dashboards data_sets
- 20. 20 dataset_attributes dataset_layouts document_revisions documents x documents_accounts documents_bugs documents_cases documents_contacts documents_opportunities documents_products documents_quotes documents_revenuelineitems eapm email_addr_bean_rel email_addresses email_cache email_marketing email_marketing_prospect_lists email_templates emailman emails x emails_beans emails_email_addr_rel emails_text expressions fields_meta_data filters folders folders_rel folders_subscriptions forecast_manager_worksheets forecast_manager_worksheets_audit forecast_schedule forecast_tree forecast_worksheets forecasts x x fts_queue holidays import_maps inbound_email inbound_email_autoreply inbound_email_cache_ts job_queue kbcontents kbcontents_audit
- 21. 21 kbdocument_revisions kbdocuments kbdocuments_kbtags kbdocuments_views_ratings kbtags leads x x leads_audit linked_documents manufacturers meetings meetings_contacts meetings_leads meetings_users notes notifications notifications_audit oauth_consumer oauth_nonce oauth_tokens opportunities x x opportunities_audit opportunities_contacts outbound_email pdfmanager product_bundle_note product_bundle_notes product_bundle_product product_bundle_quote product_bundles product_categories product_product product_templates product_templates_audit product_types products x x products_audit project project_resources project_task project_task_audit projects_accounts projects_bugs projects_cases projects_contacts projects_opportunities
- 22. 22 projects_products projects_quotes projects_revenue_line_items prospect_list_campaigns prospect_lists prospect_lists_prospects prospects x quotas x quotes x x quotes_accounts quotes_audit quotes_contacts quotes_opportunities record_list relationships releases report_cache report_maker report_schedules revenue_line_items revenue_line_items_audit roles roles_modules roles_users saved_reports saved_search schedulers x schedulers_times session_active session_history shippers styleguide subscriptions sugarfavorites systems tasks taxrates team_memberships team_notices team_sets team_sets_modules team_sets_teams teams timeperiods tracker
- 23. 23 tracker_perf tracker_queries tracker_sessions tracker_tracker_queries upgrade_history user_preferences users x x users_feeds users_holidays users_last_import users_password_link users_signatures vcals versions weblogichooks workflow workflow_actions workflow_actionshells workflow_alerts workflow_alertshells workflow_schedules workflow_triggershells Sage CRM Oracle Siebel Account X Account Progress Address Business Calendar Business Calendar Items Call List Tracker Campaign X Case Communication X Communication Link Company X Email Forecast X History Leads X Marketing X Opportunity X Opportunity History Opportunity Item
- 24. 24 Opportunity Progress Order items X Orders X Person X Person Link Phone Products X Quotes X Reacurrance SLA SLA Severity Target List User Contacts X Users X Wave X Wave Item Buttle Components Salesforce Microsoft SugarCRM Sage CRM Oracle Siebel Agreements and Warranties X X X X Budgets X Buying Process Campaign X X X X X Campaign Activities X X X X Campaign Responses X X X Case X X X X Case Resolution X X Case Solution X X Competitor X X Competitor Product X Contact X X X X Customer X Customer Product X X X Dialogue Scripts Forecast X X X X Individual X X Inventory Known Issue X X X Lead X X X X X Lists X X Marketing Funds X Opportunity X X X X X Orders X X X X
- 25. 25 Organization X X X X Partner X X Plans X Pricing X X X Product X X X X X Prospect X X X Quotas X X Quotes X X X X X Sales Activities X X X X Sales Methodology Sales Team X X Segments X Service Activities X X X X Service Request X X Service Team X X Territory X X X Catalog X References Buttle, F. (2009). Customer relationship management: concepts and technologies. Butterworth-Heinemann Ltd. Microsoft (2008a). http://www.crmsoftwareblog.com/software/. Microsoft (2008b). Customer service. http://cdn.crmsoftwareblog.com/wp- content/uploads/Customer_Service_Brochure.pdf. Microsoft (2008c). Marketing automation. http://cdn.crmsoftwareblog.com/wp- content/uploads/Marketing_Automation_Brochure.pdf. Microsoft (2008d). Sales force automation. http://cdn.crmsoftwareblog.com/wp- content/uploads/Sales_Automation_Brochure.pdf. Microsoft (2010). Entity Type Codes. Microsoft Dynamics CRM 4.0. https://msdn.microsoft.com/en-us/library/bb887791.aspx. Patel, V. (2013). Sage CRM Data Model. http://creately.com/diagram/example/hhbgpyd91/New+Sage+CRM+Data+Model Oracle (2007a). Oracle crm software. http://promero.com/siebel_crm_overview.asp. Oracle (2007b). Siebel crm on demand marketing. http://promero.com/assets/pdf/crm_ondemand_marketing_feature_sheet.pdf.
- 26. 26 Oracle (2007c). Siebel crm on demand sales. http://promero.com/assets/pdf/crm_ondemand_sales_feature_sheet.pdf. Oracle (2007d). Siebel crm on demand service. http://promero.com/assets/pdf/crm_ondemand_service_feature_sheet.pdf. Oracle (2011). Siebel security guide. http://docs.oracle.com/cd/B40099_02/books/PDF/Secur.pdf. Oracle (2013). Siebel Data Model Reference, Version 8.2. http://pt.slideshare.net/PhilipJung/siebel-data-model-reference-82. Sage (2012). Sage crm professional. http://www.source1consultants.com/images/SageCRM_Professional.pdf. Salesforce (2000). http://www.salesforce.com/eu/?ir=1. Salesforce (2012). Selecting the right salesforce edition. http://www.slideshare.net/rolandgraham/compare-edition-datasheet. Salesforce (2014). Data Model. http://www.salesforce.com/us/developer/docs/api/Content/data_model.htm SugarCRM (2004). http://www.sugarcrm.com/. SugarCRM (2010). Sugar Community Edition, Schema Diagrams, Version 6.0.0. http://dl.sugarforge.org/sugarcrm/SugarCE6.0GA/SugarCE6.0.4/Sugar6.0.0_CE_Schem a_Diagrams.pdf SugarCRM (2014). Editions comparison chart. http://e2benterprise.com/docs/sugareditionscomparison.pdf.