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Oracle Ucm General Presentation Linked In

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General Presentation of the MDM Customer Hub UCM @ Oracle

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Oracle Ucm General Presentation Linked In

  1. 1. <Insert Picture Here> UCM Overview Jan Echarlod Principal CRM Sales Consultant
  2. 2. Oracle Master Data Management 400+ Customers; 2 Billion+ records mastered
  3. 3. References – Cleanse & Match Detail Customer Cleanse Match Volume Canal Areva (France) D&B DQMS* 100K B2B L’Oréal (France) Exalto DQMS * 15M B2C target +100M (Trillium) (Trillium) Darty (France) Uniserv 2 Trillium DQMS * 16M B2C Home Depot FirstLogic FirstLogic 20M B2C Endesa Informatica Informatica 22M B2C Nokia Trillium Trillium 3M (B2B) B2C + B2B target +200M Telecom Italia Mobile Trillium DQMS* 25M B2C + B2B ENI D&B DQMS* 800K B2B KPN N/A DQMS* 17M B2C + B2B Turkcell ISS** ISS** 15M B2C + B2B UMB Bank Trillium DQMS* 2M B2C MCI US Ascentials*** Ascentials*** 10M B2C * DQMS (Oracle Data Quality Matching Server) is a third party matching engine (from Identity Software) fully integrated to the platform and sold as an option of the Oracle Customer Hub. ** ISS is an other product from Identity Software ** Ascentials is now WebSphere Data Quality Stage sold by IBM.
  4. 4. Key Industry Drivers - Oracle MDM Solutions provide Common Customer View and Common Product view for retailer to build Customer Intelligence customer intelligence on segment and preferences across different systems, channels and regions Harnessing intelligence about customer segmentation and customer preferences can Connected customer experience across channels be directly translated to profits can allow to tap into high spend customer Customer intelligence to know your top customers and tightening the bond with them allows to capture additional 30-40% share of the wallet Source: Mckinsey Retail Practice
  5. 5. Introduction to MDM Types of Data in an Enterprise • Describes an Enterprise’s Operational State Transactional • Ex. Quantities, Orders, Opportunities, Inventory, Balances, Leads, Service Requests, Data Payments, Promotions, etc. • Describes an Enterprise’s Business Objects • Objects upon which transactions are executed Master Data • App specific data remains federated • Dimensions around which analysis is done Enterprise Data • Describes an Enterprise’s Performance Analytical • Ex. Trends, Segmentation, Forecasts, Sales Data history, Buying patterns, Propensity to buy in the future, etc.
  6. 6. MDM Analysts View Source: Forrester Research (December 2006) Source: Gartner Research (July 2007) • Oracle Siebel Customer Hub (UCM) is part of the leader quadrant with the biggest market share. • Oracle has the biggest capacity to execute MDM projects with the largest internal expert team and trained ecosystem of partners.
  7. 7. Oracle is #1 for Customer and Product Hubs (Source ARC report 2007) • Oracle has more 400 customers world wide using the MDM solution. As per ARC report 2007, Oracle #1 for customer and product hubs solution in 2006 market share. • We also have a large set of references on which we will link you when needed.
  8. 8. Standard Customer Create Process Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  9. 9. UCM Leverages Customer Process Creation Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New UCM CRM
  10. 10. Load & Store Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  11. 11. Application Authorization Full access Authorization Call Center Assigns differentiated Create / Read / Update / BI Loan Delete rights to the Update individual operational Full access Accounts applications Configurable at the Mortgage PLM Account, Person, Household level Create / Update Full access Persons GUI configuration screen Leasing Partner Read only Full access Web site Treasury Create / Update Read only Accounts
  12. 12. Load High-Volume Batch Integration Siebel Application Server UIWeb Layer Server • Full Import / Update / Export / Bus Logic Layer EAI Delete / Merge Functionality Enterprise Integration Manager • Optimized for Millions of Transactions per Hour • Interface Tables Provide Fixed, UCM Simplified View of Data Model • Allows underlying data model to grow Interface Base Tables Tables without breaking integrations XML External Data Flat Files Applications Stores
  13. 13. Store UCM Dedicated Schema Source Data and History Best Version Information: Current 8.x Party Model Name & Contact Info • Name & Contact Info Relationships S_ORG_EXT Name Relationships S_CONTACT •• Name S_ORG_EXT Personal Address • Employee of a Company S_CONTACT •• Personal Address • Employee of a Company Phone Numbers • Customer of a Company •• E-mail Numbers Phone • Customer of a Company •• E-mail • Affiliations with Org … • Affiliations with Org • … • Member of a Household Privacy • Member of a Household • Privacy Option Privacy •• Privacy Option Don’t e-mail •• Don’t e-mail Don’t call •• Don’t call Don’t mail •• Don’t mail …. • …. Consumer Profile Party Consumer Profile asdf;lka Party • Personal sfdlkasd S_UCM_ORG_EXT S_UCM_CONTACT •• Personal Financial asdf;lka S_UCM_ORG_EXT S_UCM_CONTACT •• Financial fasdafsd …. Person sfdlkasd • …. Person fjk;k asdf;lka fasdafsd sfdlkasd fjk;k Household Products Purchased Household fasdafsd Products Purchased fjk;k Company Company Interactions S_CIF_EXT_SYST Interactions S_CIF_EXT_SYST • Sales calls •• Branchcalls Sales visits • Branch visits • Customer service calls • Customer service calls Customer Value S_UCM_ORG_CHLD S_UCM_CON_CHLD Customer Value S_UCM_ORG_CHLD S_UCM_CON_CHLD
  14. 14. Cleanse Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  15. 15. Cleanse Data through Universal Connector Data Cleansing Cleanse Cleanse step invokes the Siebel Universal Connector, a uniform way for partners to integrate data quality Universal solutions with Siebel software Connector Partner solutions plug data cleansing engines into the UCM data management process Alliance Partner Data cleansing provides: Address correction and validation Corporate standardization of information, including correct capitalization and punctuation
  16. 16. Enhance Customer Acxiom Knowledge Data Base Integration Call Web Center SCM site SCM Marketing SFA legacy Integration Layer Oracle MDM Web Services Cross Services Consolidate Audit & Control Oracle MDM Reference Govern Manage Events Publish Oracle MDM Schema Batch or Interactive Delivery Acxiom Customer Data Integration Services Clean Recognize Enrich Protect Acxiom Knowledge Base
  17. 17. Data Quality functionality in a glance Feature Functionality CDI example Deduce meaning Name: LN+FN from unstructured (CHS,KOR,JPN); Profiling Profiling patterns FN+MN+PN+LN (Latin); Create structured Addr = #, street, records from city, state, zip, Parsing Parsing unstructured data country; Spot and correct Bill = William Comprehensive Cleansing and data errors; Comprehensive Cleansing and St, Str = Street data quality Standardization transform to std data quality Standardization (ENU/DEU) format/phrase St = Saint (FRA) Haidong Song = 宋 Spot and 海东 = eliminate Matching and Matching and duplicates de-duplication de-duplication Haidong Song: Attach additional “single, 1 child, attributes and Enrichment Summit Estate, Enrichment categorizations DoNot Mail” Batch and Realtime
  18. 18. Match Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  19. 19. Embedded Matching Server Data Matching Match step in the process invokes the Siebel Data Quality Matching Server embedded matching engine Match Optionally, the Match step could call the Universal Connector to invoke a partner matching engine Universal Connector Data Matching provides a match Siebel Data Quality score, which is a confidence level that Matching a record being processed is a Server Alliance duplicate of existing Best Version Partner Record(s) within the system
  20. 20. Flexible Matching Thresholds 100% Auto-Match, Consolidated Records 97% Auto-match Threshold Suspect Match, Flag for Manual Review Configurable 80% Manual Threshold No Match, Create New Record 0%
  21. 21. New Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  22. 22. Flexible Universal ID Creation Universal ID Petit Bateau Universal ID can be Yves generated for non-party Stanhome Rocher objects instead of just party objects in previous versions The column to store Universal ID can be PLM configured, which offers more Custom flexibility for use Customers can plug in their Universal ID: own Universal ID generation 1ASCLSCC algorithm to customize the Web Partner format and content of universal ID OSS SCM
  23. 23. Link Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  24. 24. Links Source ID to Universal ID New Customer Cross-Referencing UCM Cross-Referencing Petit component links the newly Bateau Pierre created Universal ID to the Yves Ricaud Rocher existing source customer ID Customer ID: 23-3445 UCM maintains these identifier relationships over time After this link is established, Custom source systems can reference a PLM customer by the Universal ID, or continue to use the source Universal ID: customer ID 1ASCLSCC Web Partner UID App ID 1ASCLSCC Yves 23-3445 OSS SCM Rocher
  25. 25. History and Audit Trail Enhanced Audit Trail UCM captures incoming source records from contributing systems Provides data stewards the ability to restore customer profiles from any point in time Allows users to view all changes that have occurred to a record including old and new values and who made the change Audit records merge and unmerge events
  26. 26. Publish Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  27. 27. Publish and Subscribe Publish/Subscribe Service The publish/subscribe service publishes new and updated customer information to subscribing systems Data stewards enter source system subscribe preferences including: Which source systems Which data entities: Individuals, Companies, etc. Transport protocols Real-time or nightly batch
  28. 28. UCM integration modes Application UI Web Server Integration Siebel Application Server UI Rendering Layer Application Service Oriented Business EAI LogicWeb Integration Layer Serve r EAI Data Layer High-Volume Batch Integration UCM
  29. 29. High-Volume Batch Integration Siebel Application Server UIWeb Layer Server • Full Import / Update / Export / Bus Logic Layer EAI Delete / Merge Functionality Enterprise Integration Manager • Optimized for Millions of Transactions per Hour • Interface Tables Provide Fixed, UCM Simplified View of Data Model • Allows underlying data model to grow Interface Base Tables Tables without breaking integrations XML External Data Flat Files Applications Stores
  30. 30. UI Integration • UCM to display its content in a Portal UCM Data in Custom UI Enterprise Server Web Server SWSE Siebel Application Server UI Layer Busines s Logic EAI Layer EAI Data Layer UCM
  31. 31. Service Oriented Integration Standards based Integration • Siebel’s Service Oriented, Support for Business Logic Integration packages Web Server allows applications XML • Consuming and Providing Siebel Application Server Web Services Services UI Layer JMS • Strong Interoperability Integration MQ/MSMQ Servers Siebel JCA Bus Logic JDB Layer EAI BAPI/IDOC EAI SAP Data Layer CORBA ORACLE … Legacy Unix MSFT
  32. 32. Application Integration Architecture Oracle’s Open, Standards & SOA-Based Approach Oracle Fusion Middleware to Cross-Applications Process • Best in class technical foundation for developing packaged integrations Orchestration • SOA Suite provides the methodology and tools to control deployments Process Integration Packs • Based on pre-defined business objects and web services • Pre-built, BPEL-based, sustainable integrations Industry Reference Models • Documented best-practice business processes by industry • Create unique, upgrade-protected flows across heterogeneous environments
  33. 33. UCM Pre-Built Business Services Siebel UCM Services Interfaces Look Up Customer Look Up Profile Look Up Relationship Manage Product Manage Address Look Up Product Look Up Address Look Up External ID Manage Profile Update Contact Lookup Accnt Activity Insert Account Profile Lookup Household Delete Account Insert Contact Relationship … Data Administration Merge Unmerge Match Cleanse Suvivorship Audit History Management UID Security Visibility … …
  34. 34. SOA Pre-Packaged Business Services • Common Modules • Sales/Marketing Modules • Products • Opportunities • Assets • Leads/Prospects • Pricing • Quotes • Orders • Sales Process Coach • Persons/Contacts • Sales Tools • Companies • Forecasts • Households • Territory Management • Employees/Users • Partners/Competitors • Core Services • Hierarchies • Reports • Address/Contact Points • Import/Export • Attachments • Search • Activities • List Management • Notes • Assignment • Referrals • Recycle Bin • Approvals • Platform • Help • Analytics (including UI) • Audit Trail • Handheld • Company Administration • Word/Excel/Outlook/SharePoint/IM • Voice/CTI Integration • Rules • Multi-tenancy • Service Modules • Site Administration (company signup and provisioning) • Service Requests • Site monitoring/diagnostics • Entitlements/Service • User and Password Mgmt Agreements • Security/Access Control/Data Visibility • Solutions • Run-Time Customization (fields, LOVs, layouts) • Business Processes • Globalization
  35. 35. Proactive Events and Policies Privacy Management Proactive Events and Policies Responds proactively to customer lifecycle events Rules Editor (GUI) (change of address, opening of new account, etc.) with meaningful alerts and triggers Rules Engine Defines and executes privacy and regulatory rules to ensure compliance Rules Repository / Knowledge Base Privacy, Regulatory, Corporate Manages and audits events and policies centrally and consistently across the enterprise
  36. 36. Survivorship Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  37. 37. Survivorship Consolidates multiple records into Master First Mary First Mary Name Mary Last Smith Last Evans Last Smith Which last name doesAddress1 1867 Pierce Address1 1867 Pierce Address1 2333 Harrison Address2 #4 use today? Mary Address2 #4 Address2 City San Francisco City San Francisco City Piedmont State CA 94110 State CA 94110 State CA 95810 Tel. 415-437-1790 Tel. 510-681-1399 is Tel. correct?415-437-1790 Which address ID 117-78-1856 ID 117-78-1856 SSN 117-78-1586 Status Divorced Status Single Status Divorced Since 1990 Since 1974 Since 1996 Is this her latest phone number?
  38. 38. Consolidate Customer Information Survivorship Infrastructure Survivorship Survivorship rules govern the resolution of data conflicts – when different sources have different values for the same attribute Attribute Comparison Groups method Survivorship rules comparison methods: – Recent – Most recent data “wins” – History – Oldest data “wins” – Source – Data with highest confidence ‘wins” Survivorship Rules are created for Attribute Groups – logical groupings of customer attributes
  39. 39. Consolidate Customer Information Unmerge Unmerge Merge Unmerge Records that were merged by Timeline event event mistake can be split apart UCM leverages Source Data and History capability to A A” “resurrect” the profiles from the time of the merge A’ A” Any updates to the combined B B profile since the merge events will be applied to one of the unmerged records There are changes All changes an and updates to the updates are applied profile after the to the surviving merge record. The victim record is resurrected from before the merge
  40. 40. Link Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  41. 41. Link - Survivorship Cross-Referencing Petit Bateau Stores all customer identifiers for the operational applications Yves Rocher Customer ID: Stanhome GH78GH connected to Siebel UCM Customer ID: Customer ID: A31-32Z 23-3445 Provides critical mappings used Customer ID: for data synchronization, B37-84U reporting, and analytics Supports 1-to-many cases in Custom PLM which multiple customer records exist in an application that map to one master customer record Universal ID: 1ASCLSCC Useful to integrate with product- Web Partner centric applications UID App ID 1ASCLSCC Yves Rocher A31-32Z OSS SCM 1ASCLSCC Yves Rocher B37-84U 1ASCLSCC Petit Bateau GH78GH 1ASCLSCC Stanhome 23-3445 … … …
  42. 42. Manual Review Survivor- ship Yes Yes Maybe Load & Manual Cleanse Match Publish Link Store Review No No New
  43. 43. Manual Review Data Steward UI for Decisions and Corrections • Data Stewards are provided a rich User Interface for Manual Lookup and Correction • Review professional and personal relationships • New types of relationships can be easily defined by business users • Data Management Delegation to Business • Unique Framework for managing the Global Customer Life Cycle
  44. 44. Data Profiling and Customer Insight • Data Profiling Dashboards • Data completeness • Data accuracy and validity • Data duplication • Customer Insight Dashboards • Hierarchical rollups • Market and LOB segmentation • Customer value • Integration with OBIEE • Siebel UCM can feed OBIEE ETL • OBIEE can provide in flight dashboards for data stewards and business users
  45. 45. Modularité du traitement de la qualité des données • Option 1 : Siebel CRM + ISS Siebel ISS • Base CRM CRM • Services de Qualité de Données (ISS) • Profiling • Parsing • Cleansing and Standardization • Matching and de-duplication • Enrichment
  46. 46. Data Quality functionality in a glance Feature Functionality CDI example Deduce meaning Name: LN+FN from unstructured (CHS,KOR,JPN); Profiling Profiling patterns FN+MN+PN+LN (Latin); Create structured Addr = #, street, records from city, state, zip, Parsing Parsing unstructured data country; Spot and correct Bill = William Comprehensive Cleansing and data errors; Comprehensive Cleansing and St, Str = Street data quality Standardization transform to std data quality Standardization (ENU/DEU) format/phrase St = Saint (FRA) Haidong Song = 宋 Spot and 海东 = eliminate Matching and Matching and duplicates de-duplication de-duplication Haidong Song: Attach additional “single, 1 child, attributes and Enrichment Summit Estate, Enrichment categorizations DoNot Mail” Batch and Realtime
  47. 47. Modularité du traitement de la qualité des données • Option 1 : Siebel CRM + ISS • Base CRM Siebel ISS • Services de Qualité de Données (ISS) CRM • Option 2 : Siebel CRM + UCM Add On • Base CRM • Services de Qualité de Données • Services Référentiel Unique Siebel • Gestion des autorisation des applications CRM • Gestion de l'identifiant unique Legacies • Référencement croisé UCM ISS • Fusion Intelligente • Unmerge • et perspectives : • Moteur de la gestion de la vie privée • Profiling des données • Data Decay • Publication
  48. 48. Modularité du traitement de la qualité des données • Option 1 : Siebel CRM + ISS Siebel ISS • Base CRM CRM • Services de Qualité de Données (ISS) • Option 2 : Siebel CRM + UCM Add On Siebel • Base CRM CRM • Services de Qualité de Données Legacies UCM • Services Référentiel Unique ISS • Option 3 : UCM Stand Alone Siebel • Services de Qualité de Données CRM • Services Référentiel Unique UCM • Référentiel d’Entreprise Legacies ISS
  49. 49. Instances séparées ou combinées Instances combinées combiné Instances isolées isolé UCM CRM UCM CRM • Accélération des développements • Autonomie des implémentations Bénéfices • Simplification de la gestion des bases et • Gestion de la qualité de donnée facilitée plateformes • Meilleures performances • Pas de synchronisation UCM vers CRM • Meilleur adhésion des utilisateurs de tous les domaines contributeurs et destinataires • CRM et UCM sous la même version de • Synchronisation entre UCM et le CRM Inconvénients Inconvé Siebel • Peut nécessiter du matériel et des • Utilisateurs CRM directement impactés logiciel séparés par la qualité du référentiel • Fédérer plusieurs métiers • Architecture simple • Environnement technique complexe Utilisation avec de nombreuses applications • Référentiel client CRM multi canal spécialisées
  50. 50. Typical Enterprise Topology Ever proliferating island of information …in disparate applications covering multiple channels, divisions & functions Web Call Fusion SFA Partner site Center Apps …duplicated, incomplete, inaccurate, expensive to integrate & maintain Impact operations efficiency Prevent effective marketing, sales & customer retention activities Hide risk & fraud and makes regulatory compliance harder Fusion Slow enterprise agility ERP 1 SCM Legacy HR Apps Need to be dealt with at each project
  51. 51. BI provide an analytical single view but fall short of solving the problem operationally Datawarehouse / BI projects provide enterprise with an ETL analytical single view of customers, products, … along Web Call Fusion SFA Partner site Center Apps with transaction data Yet, this does not solve the problem in operational BI/DW applications Links are expensive to build and maintain Data quality, consolidation of data, cross referencing has to Fusion ERP 1 SCM Legacy HR Apps be dealt with at each project ETL
  52. 52. MDM Definition MDM provides the ability to… Consolidate/Federate master & shared information into one place Cleanse and Enrich data ETL centrally Web Distribute data as a single Call Fusion SFA Partner site Center Apps point of truth as a service to consuming applications, enterprise business processes Real-time / near real-time Master Data and decision support systems MDM Middleware BI/DW Real-time / near real-time Master Data Integrated Best of Breed - Consistency in a siloed environment Enterprise agility (easier Fusion migration ability) ERP 1 SCM Legacy HR Apps BI Accelerator ETL
  53. 53. Information Flow MDM provides the ability to… Consolidate/Federate master & Event in operational apps shared information into one place (e.g. new address) Cleanse and Enrich data ETL centrally Web Distribute data as a single Call Fusion SFA Partner site Center Apps point of truth as a service to consuming applications, enterprise business processes Real-time / near real-time Master Data and decision support systems MDM Middleware BI/DW Real-time / near real-time Master Data Match Integrated Best of Breed - Cleanse & Consistency in a siloed environment Enrich Enterprise agility (easier Consolidate Fusion migration ability) ERP 1 SCM Legacy HR Apps (Dedup & build BI Accelerator golden record) ETL X-reference
  54. 54. Information Flow – Push Mode Distribution of clean, consolidated, complete MDM provides the ability to… master object to all subscribing applications Consolidate/Federate master & shared information into one place ETL Cleanse and Enrich data Web centrally Call Fusion SFA Partner site Center Apps Distribute data as a single point of truth as a service to Real-time / near real-time Master Data consuming applications, enterprise business processes and decision support systems MDM Middleware BI/DW Real-time / near real-time Master Data Integrated Best of Breed - Consistency in a siloed environment Enterprise agility (easier Fusion ERP 1 SCM Legacy migration ability) HR Apps BI Accelerator ETL Update BI Dashboard maps and DW cross reference
  55. 55. Information Flow – Pull Mode MDM provides the ability to… Need clean & up to date info to support Consolidate/Federate master & specific business process shared information into one place ETL Cleanse and Enrich data centrally Web Call Fusion SFA Partner site Center Apps Distribute data as a single point of truth as a service to consuming applications, Real-time / near real-time Master Data enterprise business processes and decision support systems MDM Middleware BI/DW Real-time / near real-time Master Data Integrated Best of Breed - MDM provides Consistency in a siloed environment real time web Enterprise agility (easier services to Fusion migration ability) ERP 1 SCM Legacy HR access master Apps data (match / BI Accelerator ETL request entire profile / request selected info)
  56. 56. Oracle MDM Solutions UCM – Value Proposition • Policy Hubs • Privacy Management • Consolidated Data Quality Configuration UI • Hierarchy management • Communication Pref. and Privacy Sharing model • Party Globalization enhancement • Globalization • ‘Read’ Audit Trail • Enhance support for combined CRM-UCM deployment • Pre-built CRM – UCM integration
  57. 57. Forrester Current Offering Definition Siebel UCM Full Coverage Offering Definition Siebel UCM Data acquisition •Enhanced EIM •Staging Area Data cleansing •In house Real Time function Data deduplication •Flexible & Reversible End User Engine Relationship hierarchy mapping/management •Dedicated Customer Data Hub Model Integration and synchronization •Publish & Subscribe •Cross Referencing Event management •Siebel Workflow •Publish & Subscribe Data models and management •Extended Data Model for: Enhanced Audit Trail, Staging Area & Data deduplication Security and privacy •Standard Security Management •Dedicated Privacy Management Module Data stewardship •Data Steward Architecture •Standard Siebel Architecture
  58. 58. Siebel UCM v.s Siebel CRM Qualité de Données Etendue Information Client Unique Best customer record – Matching Modèle de données verticalisé : personnes physiques et morales, Merge / Unmerge hiérarchie et connexité Survivorship engine & rules Réf. croisées (Cross referencing) Connecteur universel avec: Ascential, Parties, Flexible Universal ID First Logic, SSA, QAS, Trillium Roles and Relationships Historique & Audit Trail (Amélioré) Data Profiling (Analytics) History Related Extensible: Activité, Data Enrichment (e.g. Credit Score) and data Audit Produit, Service & Marketing Masters entities trail Identification Vue Client Unifiée et Distribuée Gestion Evénementielle Autorisation des applications Moteur de Workflow Business Services préconstruits Communication multi-canal Support pour toutes les méthodes Moteur de règles pour la gestion de la d’intégration / transport protocols vie privée Batch (EIM)
  59. 59. Questions
  60. 60. For More Information http://search.oracle.com SIEBEL UCM or oracle.com

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