1

CRM Analysis on Features and Data Models

Technical Report

André Cruz

February, 2015

2

Index

Contents Introduction .................................................................................................................................. 3

Customer Relationship Management Features Mapping ............................................................. 4

Customer Relationship Management Data Models Mapping....................................................... 6

References ................................................................................................................................... 25

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

Customer Relationship Management Features Mapping

Suga

rCR

M

Mic

roso

ft

Sage

Sieb

el

Sale

sfo

rce

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

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

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

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

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

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

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

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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

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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

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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

14

UserRole

UserShare

UserTeamMember

UserTerritory

UserTerritory2Association

Vote

WebLink

WebLinkLocalization

WorkAccess

WorkAccessShare

WorkBadge

WorkBadgeDefinition

WorkBadgeDefinitionHistory

WorkBadgeDefinitionShare

WorkCoaching

WorkCoachingFeed

WorkCoachingHistory

WorkCoachingShare

WorkFeedback

WorkFeedbackHistory

WorkFeedbackQuestion

WorkFeedbackQuestionHistory

WorkFeedbackQuestionSet

WorkFeedbackQuestionSetHistory

WorkFeedbackQuestionSetShare

WorkFeedbackQuestionShare

WorkFeedbackRequest

WorkFeedbackRequestFeed

WorkFeedbackRequestHistory

WorkFeedbackRequestShare

WorkFeedbackShare

WorkGoal

WorkGoalCollaborator

WorkGoalCollaboratorHistory

WorkGoalFeed

WorkGoalHistory

WorkGoalLink

WorkGoalShare

WorkPerformanceCycle

WorkPerformanceCycleFeed

WorkPerformanceCycleHistory

WorkPerformanceCycleShare

WorkReward

WorkRewardFund

WorkRewardFundHistory

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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

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

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

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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

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

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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

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

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

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

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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

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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.

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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_Schema_Diagrams.pdf

SugarCRM (2014). Editions comparison chart. http://e2benterprise.com/docs/sugareditionscomparison.pdf.