Transcript CRM Solutions: Siebel and Salesforce

CRM Solutions of Choice:
Siebel and Salesforce
A Development Perspective
Varsha Indurjith
• Why are we discussing Salesforce?
– To make an Informed Decision when changing or
choosing technologies
– Be aware of the functionalities of each
– What’s the hype about !
– Offer better advise to your client or company
– The Inside Story!
• What IS Salesforce?
– Cloud computing, Leading edge technology
– Software as a Service. No DB, Server, multiple physical environments
– Entire infrastructure is hosted and accessed via url
– Configuration may be done on ad hoc basis directly on prod without
downtime
– Clients range from 1-man shop to large corporate
– Simple, easy to use. Makes sense to a non-technical person
• What is Siebel?
– Established CRM product which 22 specialised industry applications
– Tailored industry requirements available Out of the Box
– Capable of delivering highly customizable business and end user
requirements
The Dilemma: Which CRM product to choose for YOUR
organization ???
• Q: What do you want out of your CRM app?
• Q: What are you looking to achieve?
• Q: Are you happy to adapt to the system? Or do you need the system to
adapt to your business?
• Q: Are your processes fairly static, or can they be changed to
accommodate?
 Each organization wants something different out of their CRM system, and
each organization’s strategy is different. Your application must suit your
needs accordingly!
Goal of this presentation:
• NOT to sing the praises of any one technology!
• IS to highlight some key differences in development
capabilities between both, from a developer’s
perspective 
• This uncovers to what extent functionality may be
achieved
• If you know the building blocks you have to work
with, you know what building you’re allowed to
construct!
Comparison:
Development Environment
Siebel
• Siebel Tools
• Fast to navigate
• Independent of network
connectivity
• Can Develop locally
• Requires training to be able
to use
• Changes need to be
compiled before they can
be tested
Salesforce
• No separate dev
environment – Setup
section in the application
available to Administrators
• Seamless testing of
development – no
executable required to be
compiled
• Only as fast as network
connectivity – hyperlinked
• Need internet connection to
develop
General Configuration
Siebel
Salesforce
• Config definitions visible at
a glance – can immediately
see updates as of date/time
• Numerous design
approaches to achieve a
requirement – User
properties, WF, BC Events,
Smartscripts, etc.
• Highly customizable
• Prone to over-customization
– unstable, complicated
system. Difficult to use
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Quick to configure
Wizard driven
Fast turnaround times
Quick customization vs wellthought of requirements –
because of ease and speed,
Analysis/Design steps
usually skipped
• Cannot see updated items
at a glance
• Standard fields not
customizable
Workflow
Siebel
Salesforce
• Can invoke highly tailored
functionality using Business
Services
• Can achieve complex coded
functionality, logical
operands, cross-object
accessibility
• No restriction on number of
emails sent out
• Does basic actions: field
updates, email, create/assign
tasks, outbound API messages,
time-dependant actions
• Very little room for
customization – cannot invoke
coded functionality
• Recursive WF may only be
executed a set number of
times
• Email notifications may only
be sent up to 3x per record
• Cross object functionality very
limited - std. Vs custom
Validation
Siebel
Salesforce
• Validation rules are
sequenced to facilitate
priority of execution
• No limitation on Boolean
evaluations
• May not set order of
execution, as rules are
randomly executed there is
no way of defining a
sequence of execution
• Limited in the combination
of AND and OR operands in
your rule eg. You may not
have
(x AND y AND (a OR b));
• Read the fine print!
View layout
Siebel
• Allow for instant ParentChild visibility without
losing context of either
component
• Displays fields from cross
object components easily,
via joins, MVGs, calc fields
• Unable to open additional
views in new tab and have
multiple views available at
once for viewing
Salesforce
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drag and drop fields and related lists
Extremely easy to customize
Page may only display fields from
that specific component
Information from other components
may only be displayed via Related List
sections. User has to drill into the
record to see all the information on
that component.
Alternative is to use VisualForce
pages, which are html based pages
using Controller class that invoke
Apex code. However this requires
ongoing maintenance and support
Formula field may retrieve cross
object information, however they are
not visible in all modes of the view
Calculated/Formula Fields
Siebel
• Can create any number of
calculated fields
• Character length limitations may
be overcome by combining
numerous calculated fields to
evaluate your condition
• No restriction on total character
length per component
• Used only for computing
information – joins and MVGs
used for cross-object retrieval
• Various standard configuration
eg. User properties, may not be
performed on a calculated field
eg. On Field Update
Salesforce
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Formula fields enable retrieval of
cross-object info.
There are numerous
limitations/governor limits:
4000 char limit on a formula,
included chars used in referenced
formula fields, spaces and carriage
returns
5000 char limit on the compiled size
of the formula
32000 char limit on the entire sql
statement for a component, including
standard, custom and formula fields
Formulas cannot reference
themselves eg. X = x+y
Audit Trail
Siebel
Salesforce
• Any field on any component
may be selected for audit
tracking
• Holistic view of all updates
made, allowing for ease of
querying
• Reporting may be done on
the Audit Trail
• Very basic functionality – not
every field may be selected for
audit + limit on # of fields
• Certain components eg. User,
may not be enabled for Audit
• There is no consolidated view
for audit trail across the
application – audit trail is
displayed as a related list on
each page, with only
information on that page
• Reporting on audit trail not
supported
Data Manipulation
Siebel
• Runtime business services or
Business Service Methods may be
used for complicated data
uploads/data moves – crossobject updates
• EIM is required for bulk data
uploads. This is quite intensive,
and requires specialist skills
• Updates done directly on the
database is not the
recommended route, however is
the most used means for simple
data updates
• Updates done via EIM/Business
services is time consuming
Salesforce
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Dataloader allows for easy mass
updates of data per component
Administrator can use for routine
updates as well as mass uploads
Processes thousands of records per
minute
Simplifies reassignment processes,
employee transfer protocols etc.
does not allow for cross-object
updates
Will not execute if SOQL limits are
reached, due to formula fields,
triggers (code) etc.
Data may easily be deleted if
administrator is not aware of the
implications of actions
Batch Processing
Siebel
Salesforce
• Batch Workflow jobs
• Depending on the server
capacity and/or load
balancing, workflows may
be scheduled in the same
time slots
• Multiple components may
be updated within a single
workflow
• Batch workflow
dependencies may be
accommodated
• Batch Apex Code
• Only up to 5 batch jobs may
be processed within an hour
• Batch times are per hour
only
• Each batch job may only
process updates on one
component.
• No standard way to specify
dependency on batches
Batch Processing
Siebel
Salesforce
• No limitation on number of
emails that is permitted to
be sent out
• Highly complex logic may be
effected in the BS invoked
from the workflow
• Parent/child records may be
processed without a
restriction on # of records in
child or parent
• Emails sent out from any
form of coded functionality
is limited to 1000 in total for
the day
• Single SQL statement is
used to fetch the recordset
to be processed. Only one
logical process may be
effected on the recordset
• Up to 1000 records on
parent object retrieved, but
>1000 on child is ignored
Smartscript Functionality
Siebel
Salesforce
• Standard functionality;
• Can be highly customized
using eScript
• Simple enough for an
administrator to create
• Is not available in Salesforce
• Poses a challenge for clients
that require fast capture
times, eg. Call Centre
• May use VisualForce pages,
but these need to be
maintained
Events / Triggers
Siebel
Salesforce
• Numerous events on both
component and GUI layers
• Covers field manipulation,
record manipulation,
Save/Delete/Update
operations, GUI functions –
extensive in what can be
manipulated
• Triggers, limited to standard
events such as:
BeforeUpdate, BeforeInsert,
AfterUpdate, AfterInsert
• Various governor limits
around the use of Triggers,
Apex code, batch jobs etc.
Need to be aware of these
prior to designing a solution
• SOQL limit -100 per
component.
Events / Triggers
Siebel
Salesforce
• No specific limit for total
storage allocated for code
• Best Practices rather than
restricted capabilities
• Any DML statement is
regarded as a SOQL query:
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delete and database.delete
findSimilar
insert and database.insert
merge
rollback
runAs
setSavePoint
update and database.update
upsert and database.upsert
• Max amount of code used
by all Apex scripts in the
organization = 2MB
Reporting
Siebel
Salesforce
• Actuate – complicated to
learn and implement
• Static – cannot be modified
easily
• Other reporting tools may
need to be used – BI
Publisher, Cognos, Analytics
etc. – Cost implication
• Built in reporting wizard
allows easy creation of
reports
• Simple enough for end
users to create and draw up
own reports – in theory!
• Need technical understand
to choose the correct fields
– frustrating for end users
• Generally do not allow end
users to draw their own
reports due to complexity
Reporting
Siebel
Salesforce
• High end functionality but
requires a skilled resource
• Can only report on parentchild-grandchild
relationship – cannot have
parent-child1+child2
structure
• Cannot report on a related
list based on a standard
component
A Walkthrough
• Let’s consider a real-life Development cycle
• How does each CRM application deal with the
various challenges at each stage of
development?
• Goal of development: to efficiently,
dynamically and accurately incorporate new
requirements, whilst maintaining the system’s
Stability, Robustness and Reliability
Dev commences, with a combination of consultants and perm
employees in varying degrees of skills set – junior to senior.
Siebel
Salesforce
• Developer creates a local
database
• No limit to how many local
databases may be created.
Dependency on login
accounts on server
Database
• Salesforce has
‘Organizations’ or
‘Sandboxes’, which is
equivalent to an
environment, eg. Dev, UAT,
etc.
• Approx 33 orgs/developer
environments may be
created, excluding Prod and
UAT orgs. – Unlimited
Edition
Access to configuration definitions
Siebel
Salesforce
• Structured check in/check
out process
• Developer works on the
configuration locally, tests,
then checks back into the
server
• Other developers cannot
access incomplete
configuration as it is only
checked in on completion
• No local/server concept
• All developers work off the
same connection (server)
– Dev A has work in progress,
Dev B has work in progress.
– Both see each other’s
incomplete configuration.
• High risk of overwriting
configuration; creating
duplication; dev A’s bugs
will affect Dev B, impeding
continuation of work
• Communication is crucial
Unit Testing
Siebel
Salesforce
• Conventional – compile, log
into local client, test
• Would require separate
login access as other test
users to test for different
levels of application access
• Extremely fast and
convenient
• No compiling required.
• May log in as any other user
of the system and test as
them – Grant Admin Access
• Can immediately see what
pages would look like from
any other user’s point of
view even while developing
Major changes required during Dev – how to identify changes
made and rollback development ?
Siebel
Salesforce
• Changed flag indicates any
updates made – list view
• Can query on ‘last updated
by’ to get developer history
• Flat tab enables crossobject searching
• Comments field on all
definitions
• ‘Changed flag’ concept not
available
• Querying within Setup
section not supported. Will
have to Sort the records and
scroll through pages
• Not all definitions allow for
a comment to be captured
• Manually review definitions,
per record, to determine
changes made
Major changes required during Dev – how to identify changes
made and rollback development ?
Siebel
• Import of backed up
archives, repository, local
database, etc to rollback
changes made
• Redo Check Out to refresh
local definitions
• Regular backups of local
database, to prevent
corruption and loss of entire
environment
Salesforce
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Cannot rollback. Manually undo
Eclipse backup – definitions are
merged, not overwritten
May only abandon the org and start on
a new one – lose in-progress
functionality
Cannot make a backup of configuration
done on an org, or backup an org. May
only clone an org (max of approx 33)
Cannot version control reliably– Eclipse
may be used to a limited extent
Major changes eg. Redesign usually
results in scrapping the environment
and starting over in a new org as this is
quicker than identifying all the changed
components
Documentation is crucial for tracking
development changes
Change of requirements during UAT – redesign, major or minor
changes. Ease of change to dev environment?
Siebel
Salesforce
• Export/import repository
keeps environments in sync
– reliable and efficient
process – does not leave
things to chance
• Archives allow for individual
definitions to be backup
up/refreshed
• Impact on timelines minor
• Same as above. However
added complication is that
now there are 2 orgs involved
• Keeping both in sync is a
manual process – combination
of Cloud Deploy + Eclipse
• Requires more management,
documentation, co-ordination
to ensure the same definitions
exist in both orgs -> Trust!
• Can easily get out of sync –
reliance on documentation
• Significant impact on timelines
Migrate to UAT/QA
Siebel
Salesforce
• Copy srf across
• Administrative setup may
be exported, uploaded, or
manually redone
• Repository changes may be
archived, exported, or
manually redone;
• Timelines usually quick
• Migration process can be
relied on
• Cloud deploy, Eclipse platform
• Both are not complete
solutions. Combination is
generally used, with manual
re-configuration
• In multi developer
environment, huge risk of
overwriting definitions –
Manually redo!
• Timelines longer for projects
• Migration process uncertain requires extensive testing
Implementation to Production
Siebel
Salesforce
• Test run gives accurate
reflection of migration
• Safety in knowing repository
changes and compiled
definitions have been safely
migrated, intact
• Rollback process quick and
simple
• Test run cannot be relied on Prod org handles migration
differently from the sandboxes,
eg. Code migration, test code
failures
• Timelines longer than expected
• Major implementations require
1 or more days, depending on
the extent of configuration;
• Migration is not a well
structured process, ie. No
executable. Always run the risk
of incomplete migration or
overwriting definitions in Prod
Rollback, Backups, Version Control
Siebel
Salesforce
• Rollback of db available
• Rollback of srf/repository
simple
• Can incrementally
determine source of bug by
reviewing previous
srfs/repositories/archives
• Data may be requested to be
backed up periodically – cost
implication. Involves exporting
data, and re-importing in need,
rather than a DB backup
• No concept of rollback for
configuration
• Changes implemented to prod
cannot be backed out – will have
to determine and manually
remove
• Cannot version control
development reliably – used to
reference rather than re-instate
General: Maintenance and Support of Software
Siebel
Salesforce
• Regular quick fixes and
patches released
periodically
• New release every 3 months
• New functionality may be
requested by the Salesforce
community
– Requests are voted on, and
given enough votes, will be
implemented in a future
release
General: Certification
Siebel
Salesforce
• Required to write full exam
once
• Thereafter write migration
exam for each major release
• Various levels –
Administrator, Developer,
Advanced Developer,
Advanced Administrator...
• Must write Administrator
exam to qualify to write
other exams
• Required to write complete
exam for each role once;
thereafter release exams for
each, every quarter
• If you miss an exam, you
lose your certification
SALIENT POINTS
Siebel
• High
Cost
Salesforce
• Cheaper option
Functionality
• Numerous ways to meet
• Can be quite frustrating
requirements
when requirements cannot
be met because of
limitations
Ease of Use
• Generally over-customized, • Very simple to use, however
rendering it difficult and
also simple IN use
complicated to use
Siebel
Standard Offering
• 80% of industry specific
functionality upfront
• Inherent CRM capability
Salesforce
• Very generic in functional
offering – one size fits all
• CRM capability needs to be
built
• Offers a platform rather
than a specialised solution
Level of Skill
• Resources need training and • Ranges from No substantial
relevant skill set
skill set required, to
resources needing training
and skill set
Production Implementations
Siebel
Salesforce
• Requires downtime on prod
• Structured project
approach
• Longer timelines to delivery
• No downtime required
• On-The-Fly
implementations
• Structured project approach
generally put aside
– NB: risks involved!
SUMMARY
Siebel
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Efficient
Stable
Reliable
‘Sky-Is-The-Limit’ approach
ie. Must-Have
Salesforce
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Convenient
Economical
Leading Edge Technology
‘Will-Make-Do’ approach
ie. Nice-To-Have
My Humble Opinion:
If you want SIMPLICITY, Salesforce is the way to go
If you want FUNCTIONALITY, Siebel is the way to go
