1. Oracle Customer Hub 8.2 (UCM) - Enhanced Usability & Stewardship Gurinder Bahl, Customer Hub Product Manager Oracle MDM Product Management

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3. Purpose:
This document provides an overview of features and enhancements included in the Higher Education Constituent Hub (HECH ) for Oracle Customer Hub It is intended solely to help you assess the business benefits of upgrading your existing Oracle Products to HECH, or implementing completely new Oracle developed products, and planning your I.T. Projects.
Disclaimer:
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distributed to anyone outside Oracle without Oracle’s prior written consent. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates.
This document is for informational purposes only and is intended solely to assist you in planning for the implementation and upgrade of the product features described. This is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality are always at Oracle’s sole discretion. This document is not considered part of the applicable program documentation.
Due to the nature of the product architecture, it may not be possible to safely include all features described in this document without risking significant destabilization of the code. 3

4. End to End Data Governance
Customer Hub (UCM) 8.2 – Release Highlights
Best in Class MDM Solution
End to End Data Governance
End to End Data Quality
End to End Integration
Data Governance Manager
DRM for Customer Hub
Customer Analytical MDM
Advanced Hierarchy Management
MDM Analytics
OBIEE Maps & Dashboards
Enhanced Stewardship
Rules Engine & Household Survivorship
Household Merge, Guided Merge, Merge Request
Enhanced Un-Merge/Un-link
Enhanced Suspect Match
New List Import
Rules based Data Decay
Real Time Address Validation
Enhanced Matching
Multi-mode (RT & Batch)
Multi-language,
Multi-source system
Multi-criteria (rules based)
Multiple Address
High Performance
Session Management
Enhanced Index Management (Faster Incremental Loads)
Expanded WS Library
50+ Composite Methods
Expanded PIP Certification
Siebel 8.0, 8.1
EBS 11i10, R12
Interoperability with Order to Cash and Telco PIP’s
New Integrations
SAP ECC 6, R/3 4.7 (Jan2010)
Oracle BRM 7.4
SOA Governance
PIP Auditor, XMAN
Artifact Generator 4 4 4

5. Agenda Suspect Match Merge Request Guided Merge
Survivorship Enhancements
Data Decay Management
Summary 5 5

6. Suspect Match
In previous UCM release, when a new incoming record is flagged for potential duplicate of existence records (manual review case), the new record is not created instead it is placed in the “Incoming Duplicates” views, waiting for data steward intervention
This creates a disruption to the overall business process flow involving UCM and other connected applications that depends on the existing of this new record
Going forward, UCM will insert a new record for the manual review case and continue processing

7. Suspect Match (cont.)
Data Management:
For manual review case, a new best version record will be created with the “Suspect” (Pending Review) status
The new best version record and potential duplicates will be stored in “Existing Duplicates” views for data steward to review later
While the record is still in “Suspect” status, it can be updated, deleted or merged via UI or incoming message

8. Suspect Match (cont.) Data Stewardship:
If data steward deems the record is not a match for any of the existing records, he/she can remove the “Suspect” status of a record (Remove Pending Status)
If data steward deems the record is a match, he/she can merge the “Suspect” record into an existing record
After a merge operation, if the resulting survivor record has a “Suspect” status, then this status will be removed
Unmerge operation will restore the Pending Review Status of previous merged records

9. Suspect Match (cont.) Publish and Subscribe:
For insert operation, the new best version “Suspect” record created will be sent back to the source application that sent the incoming record so that the rest of the business process can continue
While record is in “Suspect” status, it will not be published (via batch or real-time) to any other subscribing applications
For update, delete, or merge operation on the “Suspect” records, the results will be published to the systems that have cross reference on these records
When the “Suspect” status is removed (Remove Pending), the result will be published to all subscribing applications, except the source

10. Architecture Overview
This diagram shows what we have added or changed for Usability and Stewardship Enhancements.
Beyond UI changes to support usability and stewardship enhancements, UCM services are better modulized in this release. Merge is changed from Business Component code to Business Service code and Merge logic is presented in workflow format. This makes customization possible and easier. Guided Merge is built on top of the Merge Business Service and Siebel Task infrastructure. Data Decay is a new Business Service. Decay fields are monitored and decay indicators are reset via Business Component level run time events. Survivorship is enhanced primarily to support rule engine such as Haley for master data evaluation. At the bottom of this architecture, it is the table changes. We will address things in better detail in following slides. 10
Siebel Sales MS Integration - Functional TOI - 10

11. <Product Name> <TOI Functional> - 11
Suspect Match UI
Existing Duplicate view
New column “Pending Review” (LOV: Suspect)
The “Incoming Duplicates” view will need to be hided if customer chooses to deploy Suspect Match feature. It is configured from the Application Administration - View-Responsibilities.
<Product Name> <TOI Functional> - 11

12. <Product Name> <TOI Functional> - 12
Suspect Match UI (cont.)
“Duplicate Account Resolution” view:
New button “Approve” to invoke the Remove Pending Status function
New field “Pending Review”
New botton “Guided Merge” is a Merge enhancement and will be addressed in a later section.
<Product Name> <TOI Functional> - 12

13. Suspect Match data model change
Changed existing Table to add a new column RVW_STATUS_CD for the Suspect flag
S_PARTY_UCMX
Column Name
Column Type
LOV_TYPE
Nullable
RVW_STATUS_CD
Varchar (30)
UCM_RVW_STATUS_MLOV Y
S_PARTY_UCMX is UCM Party extension table, shared by Account and Contact.

14. Suspect Match repository change
Changed existing Business Components
Account and Contact: new field is added mapping to column RVW_STATUS_CD
DeDuplication Results (Account) and DeDuplication Results (Contact): add join to S_PARTY_UCMX to bring in the value stored in column RVW_STATUS_CD for UI display
Changed existing Integration Objects
SwiOrganizationIO/SwiOrganizationPublishIO
SwiPersonIO/SwiPersonPublishIO
Changed existing UI Objects
UCM DeDuplication – Account Duplicate Master List Applet
UCM DeDuplication – Contact Duplicate Master List Applet
UCM Account Form Applet; UCM Contact Form Applet
UCM Account Duplicate List Applet; UCM Contact Duplicate List Applet

15. Suspect Match business services
Modified and new Business Services
UCM Batch Manager
UCM Transaction Manager
UCM Data Quality Manager
UCM Data Steward UI Service
UCM Merge Service
UCM Publish/Subscribe Service
UCM Batch Manager processes insert requests queued in the source data history table in batch mode. It also processes batch data during initial load through EIM.
The UCM Transaction Manager evaluates heterogeneous commands in message instances, invokes business services including Siebel EAI and executes the operations as Siebel database transactions.
UCM Data Quality Manager is responsible for cleansing and matching records before processing a transaction.
UCM Batch Manager and UCM Transaction Manager business services are modified to read the System Preference values on Suspect Match. If enabled, they will create new best version record in the manual review case and call UCM Data Quality Manager business service to create dedup results table record, so the Suspect record will show up in Existing Duplicates view for data steward review.
UCM Data Steward UI Service is a new business service to process data steward requests initiated from UCM UI. In Suspect Match, it handles the cases when data steward decides to remove the Suspect flag or merge the Suspect record into an existing best version record.
UCM Merge Service is a new business service to process merge related operations. In Suspect Match merge, Suspect flag will be removed for the survivor record before publish to external applications.
UCM Publish/Subscirbe Service is changed to selectively publish based on the record Suspect flag and Operation type (CRUD, Merge or Remove Pending).

16. Suspect Match seed data
New System Preferences
Parameter
Value
Enable CDM SM 1
Account
Enable CDM SM 2
Contact

17. Agenda Suspect Match Merge Request Guided Merge
Survivorship Enhancements
Data Decay Management
Summary 17 17

18. Merge Request
Merge Request are supported for Contacts, Accounts from UI and via Services
Supports capturing any two records on UI to merge
Capture the associated information during a merge
After data steward processes the merge request, the requestors will get the merge result only if they are registered with pub/sub
Only data steward can process the merge request and decide whether it is a valid merge request and process the merge 18 18

19. Merge Request Features
The two records in the merge request have to be in the UCM database else request will be rejected
It will call survivorship service to generate updated version of survivor record if survivorship engine is enabled; update all foreign key fields linked to victim record to survivor record in UCM database.
UCM submit merge request service provides asynchronous response of merge result but the requestor will get synchronized response for the request status, i.e. Pending, Rejected etc.
After data steward processes the merge request, the requestors will get the merge result only if they are registered with pub/sub

20. Merge Request
New UI for merge request for data steward to review and execute the merge 20 20

21. Merge Request
New UI for merge request for data steward to review and execute the merge 21 21

22. UnMerge Profile
Unmerge & re-parent the children of the Surviving and Victim records back to the state of the original records
Any new children added after Merge and before Unmerge would be retained to the Surviving record
Enhanced unmerge operation to restore the relationship attribute
Enhanced unmerge view to display only the records that have been through merge operations 22 22

23. UnMerge Profile 23 23

24. Merge/Unmerge data model change
New Table to save the merge request details and link to the surviving and victim records as specified in the merge request
S_UCM_MERGE_REQ
New Table to store M:M vicitm record association information for later unmerge
S_UCM_MRG_ASSOC
S_UCM_MRG_ASSOC has “placeholder” columns of different physical types defined; it’s open for customization options.

25. Merge/Unmerge repository change
New Business Component
UCM Merge Request
UCM Merge Request Detail
UCM Account CUT Address, sample configuration
UCM Account CUT Address Merge, sample configuration
UCM Contact Personal Address, sample configuration
UCM Contact Personal Address Merge, sample configuration
Victim Account; Victim Contact, copy of Account and Contact BC
New/Modified Business Object
UCM Account Merge; UCM Contact Merge
Account; Contact
The sample configuration on Account Contact Address includes the Address Type Code and Start Date. To extend to other Account Contact child entities/fields, customer can add corresponding business components with the corresponding business component fields following the sample configuration.
Specifically, a new BC – BC1 (such as UCM Account CUT Address) is needed to include the foreign keys in the m:m intersection table and the association fields (such as Account Id, Address Id, Start Date, Type Code). Then create another BC – BC2 on top of the new table S_UCM_MRG_ASSOC, including the fields defined in BC1 plus a field for the Merge Id and a field for the Object Type. BC2 should have the name as BC1 appended with the key word “Merge”.

26. Merge/Unmerge repository change
New/Modified Integration Objects
UCMAccountMerge; UCMContactMerge
UCMMergeRequestRs
New/Modified UI Objects
UCM Account Merge Request List Applet
UCM Contact Merge Request List Applet
UCM Victim Account List Applet
UCM Victim Contact List Applet
UCM Account List Applet - Unmerge
UCM Contact List Applet - Unmerge

27. Merge/Unmerge repository change
New Command
UCM Merge Records: to invoke Business Service “UCM Merge Service” method “UISubmitMergeRequest“
New Menu
Generic WEB UCM: copy of the Menu “Generic WEB”, but invoke Command “UCM Merge Records”
Modified Application
Siebel Customer Information File: to use the new Menu “Generic WEB UCM”

28. Merge/Unmerge business service
New Business Service
UCM Merge Service
Modularized new business service to process Merge/Unmerge related operations; replaces the old merge code on business component
Provides all necessary utilities for the new workflow “UCM Process Merge Request”
Includes support for new features such as Suspect Match record merge, Merge Request, Guided Merge, etc
Exposed as incoming web service ports to take incoming merge requests

29. Merge/Unmerge business service
Business Service “UCM Merge Service “ User Properties:
Parameter
Value
Account/CUT Address
UCM Account CUT Address;Account Id;Address Id
Contact/Personal Address (w/ Primary)
UCM Contact Personal Address;Contact Id;Address Id
PurgeType
Completed
SubmitMergeRequest_Support_Object
Account,Contact
There are also business service user properties that are originally business
component user properties and get moved over, including
MERGE_PUBLISH_IO_Account, SURVIVOR_OPERATION_TYPE,
PUBLISH_METHOD_TYPE, etc.
The first two BS user properties are for the purpose of saving m:m association information during a merge. The name of the user property must have this format: <Parent Object BC>/<Child Object BC>. The value should have this format: <The new BC name on top of the association table>;<Foreign Key Field Name to Parent Object>;<Foreign Key Field Name to Child Object>
User property “PurgeType” is for the Purge button on the merge request views -> only the merge requests with specified Type will be purged; user property “SubmitMergeRequest_Support_Object” is used to enable the display of the application menu item “Merge Record…”. OOTB, we support user to submit merge request for Account and Contact objects. Customers can disable one or both from this user property when needed.

30. Merge Request web service
New Web Service Ports added to existing Inbound web services OrganizationService and PersonService
OrganizationMergeRequest
PersonMergeRequest
To allow users to submit merge request on two existing records from external applications

31. Merge workflow
New workflow “UCM Process Merge Request” performs the actual merge of two records, from Merge Request views and Existing Duplicates views

32. Agenda Suspect Match Merge Request Guided Merge
Survivorship Enhancements
Data Decay Management
Summary 32 32

33. Guided Merge
Data Steward can intercept the merge process by editing the UI task, which shows the users each step during the Merge and provide the users a chance to make any changes to the final version before actual Merge happens
Victim: Victim is the record to be merged into the Current Version & will be deleted from master BC
Survivor: Surviving is the winner record which populates in accordance with the Survivorship Rules & will be in master BC
Suggested: output from Surviving Engine & editable by Data Steward 33 33

34. Guided Merge UI
From Guided Merge button, the Guided Merge UI will be launched. It presents 3 versions of the record for data steward examination. Data Steward can edit the Suggested values before submitting for merge. OOTB, validation on required fields is enforced on Guided Merge Suggested field values. 34 34

35. Guided Merge repository changes
New Business Component
UCM Merge Task TBC
New Applet
UCM Merge FldLvl Adjust Applet
UCM Merge Summary Applet
UCM Merge Task Playbar Applet
UCM Merge Task Validation Error Applet
New Business Service
UCM Data Mgmt Util Service
New Integration Object
UCMAccountTaskUIMerge
UCMContactTaskUIMerge
The integration object definition contains the fields displayed on the Guided Merge applets. It is configurable and extendable to include more fields.

36. Guided Merge tasks
New tasks to support Guided Merge from Merge Request views and Existing Duplicates views
The Guided Merge is implemented via Task Based UI.

37. Agenda Suspect Match Merge Request Guided Merge
Survivorship Enhancements
Data Decay Management
Summary 37 37

38. Survivorship Enhancements
Integration with Siebel Business Rules Engine for Business logic based survivorship
External: Attribute Group settings allows to configure any supported rules engine to set specific survivorship rules
Configurable ‘Date’ Field - user defined date field for record comparison. By default Survivorship uses the Updated field to do comparison rules such as Recent and History
Household survivorship is supported
Survivorship rules are an automated means of controlling the quality of customer data stored in UCM
When survivorship engine compares records to find out newer or older one, it uses only system date fields such as Last Updated. Those are system fields and user can't populate the field values. If survivorship engine can use user defined date field for record comparison, it would benefit to users who want to use their own date field for the record comparison. 38 38

39. Survivorship Enhancements
Longest Wins (e.g.) For Contact, the record that has all the 3 attributes (Last Name, Birth date, SSN) wins; For Account, the record that has both Name and Location wins.
Completion of Group. For Contact, the record that has longer First Name wins; For Account, the record that has longer Alias wins.
Master: The Master Wins rule stipulates that the values stored in UCM will always win over the incoming record
Slave: The Slave Wins rule stipulates that the values sent by external application into UCM will always win over the values in the existing best version record
Longest win – alias
Completion win – location
Master: in the case of merge, the surviving record's value will always win over the victim's
Slave: in the case of merge, the victim record's values will be retained over the surviving record’s 39 39

40. Survivorship Enhancements UI40 40

41. Survivorship Enhancements UI41 41

42. Survivorship Enhancements data model change
To support external survivorship rules, new columns
BUSINESS_SERVICE_NAME, METHOD_NAME, RULE_MODULE_NAME
are added to the existing tables
S_UCM_RULE_SET
S_UCM_ATGP_RULE
Column Name
Column Type
BUS_SERVICE_NAME
Varchar (75)
METHOD_NAME
RULE_MODULE_NAME
Varchar(150)

43. Survivorship Enhancements repository change
New / modified Business Component
UCM Attribute Group
UCM Rule Set
UCM Household Attribute Group Data
New / modified Business Object
Household
New / modified Applet
UCM Attribute Group List Applet
UCM Rule Set List Applet
UCM Attribute Group List Applet – External
UCM Rule Set List Applet - External
Applets “UCM Rule Set List Applet” and “UCM Attribute Group List Applet” are modified to include a toggle to the new applets “UCM Rule Set List Applet - External” and “UCM Attribute Group List Applet - External” when the comparison rule is entered as “External”

44. Survivorship Enhancements business service
Business service “UCM Survivorship Engine” is enhanced with the new user properties:
Parameter
Value
BRCurrencyFldConstruct_Contact
Income:Income Currency Code,Income Exchange Date
DefaultAttrGrpName_Household
Default Household Attribute Group
ExemptFields_Household
Party UId;Id
ExternalBSIOInterface_Household
UCMHouseholdAttributeGroupMetaData
KnowledgeBaseName
ucmsurvivorshiprules
NULLValueOverride_Account
True
NULLValueOverride_Contact
NULLValueOverride_Household
CompareDateField_<object type> 
The user property “BRCurrencyFldConstruct_Contact” is a sample configuration. Haley integration requires the Currency fields be bonded with the corresponding Currency Code and Exchange Date. To meet this requirement, a user property is defined. The Name of this user property should be: BRCurrencyFldConstruct_<Object Type>; the Value must have this format: <Currency Field Name>:<Currency Code Field Name>:<Currency Exchange Date Field Name>. If there are multiple Currency fields to be passed to Haley, separator “;” should be used for the Value. For Currency fields not specified in this user property, they will not be sent to Haley for evaluation.
The user property “CompareDateField_<object type>” is hidden out of the box. It enables customer to choose a different Date field other than the default “Updated” field as the comparison criteria when Recent/History comparison rules are executed. For example, if customer wants to compare using Contact business component field Birth Date. They need add the user property “CompareDateField_Contact” with the value “Birth Date”.

45. Survivorship Enhancements seed data
New System Preference
Parameter
Value
Enable Survivorship Engine 3
Household
New attribute group: “Default Household Attribute Group“
New rule “Household Default“ with Recent as the Default Criteria
Sample Haley rules (Longest, Completeness) are shipped as seed data

46. Agenda Suspect Match Merge Request Guided Merge
Survivorship Enhancements
Data Decay Management
Summary 46 46

47. Data Decay Management
Data Decay - Managed information becomes degraded or stale over time due to lack of proper attention
Decay indicator is a numeric code, ranging from 0 – Over a period of time, this number will be counted down based on a set of configurable rules when no updating occurs
Decay Granularity can be set for selected attributes associated with Contacts or Accounts, such phone numbers, s or primary address

48. Data Decay Management
Decay Management: Ability to monitor, calculate data decay and trigger an activity based on the decay level
Decay Detection – captures update on the monitored attributes and sets the metrics
Decay Metrics Re-Calculation – process to retrieve Decay Metrics for the monitored attributes, use a set of predefined rules to calculate the new metrics value, and update the metrics
Decay Correctness – identifies stale data based on certain criteria and triggers a pre-defined action
Decay Report – generates Decay Metrics charts on a periodic basis

49. Data Decay seed data
Run time events are built on business component level to capture record update and reset the decay indicators
For details, please refer to the Oracle Master Data Applications Reference Version 8.2
Sample Haley rules on decay recalculation are shipped as seed data

50. Data Decay Dashboard
At the bottom of the dashboard views, it is the decay 3D bar charts. Double clicking on a bar will drill down to the set of records which carries that specific decay value.

51. Data Decay data model change
New Tables to save the decay attributes
S_UCM_ORG_DECAY
S_UCM_CON_DECAY
Both decay tables have “placeholder” columns of different physical types defined for customization purpose. Out of the box, we capture the decay indicators (score and timestamp) for these attributes:
Account - Main Address, Main Fax Number, Main Phone Number, Primary CUT Address
Contact - Cellular Phone #, Address, Home Phone #, Work Phone #, Primary Personal Address
Customer can add decay watch on other fields following the sample configuration.

52. Data Decay repository change
New / Modified Business Components
UCM Account Decay
UCM Contact Decay
Account
Contact
New Views
UCM Account Data Decay Dashboard
UCM Contact Data Decay Dashboard

53. Data Decay business service
New Business Service “UCM Data Decay Service”
CreateDecayFieldMap
DecayCorrectionNotifier
PrepareSingleInputPS
RunRuleWrapper
SetDecayMetrics
Business Service User Properties
Parameter
Value
Max Decay Indicator
100
Notification Action Type
Alert
Notification Decay Indicator 80
“Max Decay Indicator” is hidden out of the box. It specifies the decay indicator used for most up-to-date records.
When record gets stale, and the decay indicator goes below the specified “Notification Decay Indicator” (OOTB value is 80), an Activity record is created with the “Notification Action Type” specified in the business service user property. The OOTB value is “Alert”.

54. Data Decay workflows New workflows for decay re-evaluation
UCM Account Data Decay Process
UCM Contact Data Decay Process
The decay re-calculation processes are designed to be run from Workflow Process Batch Manager on regular basis. Search spec can be given to limit the number of records that are evaluated.
The workflow will send the record to Haley for decay evaluation; then read the Haley output and decide whether an alert should be raised for the record being evaluated. The step “Decay Notification” can be replaced with customized code.

55. Agenda Suspect Match Merge Request Guided Merge
Survivorship Enhancements
Data Decay Management
Summary 55 55

56. Summary Suspect Match Merge Request Guided Merge
Survivorship Enhancements
Data Decay Management 56 56

57. Additional Resources UCM KIX Page (Internal) :
MDM web site:
For More Information about our Products
For More Information about Education
For More Information about Support 57

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