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Pivotal Mobile crM Technical Overview

executive Summary

This technical overview is designed to provide technical personnel with a comprehensive overview of Pivotal Mobile CRM solutions, including details regarding system deployment, synchronization, administration, and maintenance.

Pivotal CRM | Technical Overview �

The Pivotal Mobile SolutionPivotal Mobile CRM is a complete mobility solution designed to deliver the right information to the user, when they need it, on their device of choice, regardless of connectivity or location. With different solutions to address the variety of ways mobile personnel prefer to work, Pivotal Mobile CRM gives organizations the freedom to create a mobile strategy that fits their unique needs:

Gain Full Functionality: Pivotal Mobile Client offers mobile users who are away from the office for extended periods of time complete access to Pivotal CRM functionality. Whether they are in front of the client or back at the hotel, mobile personnel can use their laptops to reference customer and prospect data, edit information, and work with the entire application in offline mode. They have access to all the functionality available to connected users and can remotely synchronize data back to head office at their convenience.

Perform Key Tasks: Depending on the device of choice, Pivotal CRM provides two solutions that allow mobile personnel to perform key business tasks and access important information:

Pivotal Handheld delivers seamless access to critical business tasks and customer data on RIM BlackBerry® devices, regardless of whether a network connection is available.

Pivotal Wireless delivers an out-of-the-box application that enables alerting as well as real-time read and write access to critical customer information stored in Pivotal’s CRM database from wireless devices such as cell phones and web-enabled PDAs.

Synchronize important information: Intellisync for Pivotal provides mobile users with bi-directional synchronization of contacts, to-do lists, and calendar items between Pivotal CRM and Microsoft® Outlook® or Lotus Notes® so they can use their tool of choice to manage their day offline.

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Full Offline FunctionalityToday’s level of broadband ubiquity sets the expectation with customers and prospects that mobile users will have full access to their CRM application and current data at all times. To bridge the gap between this expectation and the reality of broadband coverage outside regional hotspots, sales organizations require offline capabilities that ensure they are never without access to critical functionality and data. Effective disconnected use must allow mobile personnel to work the way they need to, which can demand full offline application functionality.

Pivotal Mobile Client For consultative mobile personnel whose tasks involve everything from needs assessment to order completion at the customer site, Pivotal Mobile Client provides a complete, scaled-down Pivotal CRM system designed to deliver �00% functionality on a laptop, regardless of whether there is an Internet connection. It includes:

Pivotal Client (either the Windows®-based Pivotal Windows Client or the browser-based Pivotal Rich Client)

Pivotal Business Server

Microsoft SQL Server database

Pivotal Mobile Client users employ their client of choice to work with a subset of Pivotal CRM customer data present on their laptop, and they must intermittently connect to the main Pivotal Business Server or a satellite one to synchronize any data changes they have made.

integrated with Microsoft Office Pivotal supports Microsoft Office integration of the Pivotal Mobile Client, whether online or offline. This includes:

Bi-directional integration with Microsoft Outlook 2000, 2002, and 2003, which allows users to create, manage, and queue e-mails for delivery in either Pivotal CRM or Microsoft Outlook while working in disconnected (offline) mode;

Bi-directional synchronization of Outlook calendars, tasks, and contacts, which allows users to work with and update these features while offline; and

The ability to reference Pivotal CRM data within Microsoft Office 2003 applications, including Word, Excel, Outlook, and PowerPoint.® Even while offline, users working in Microsoft Office can click on key words to display associated data from the local Pivotal CRM database directly in the Office application.

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Pivotal CRM | Technical Overview 2

Data Synchronization For mobile applications to achieve maximum value, enterprise databases need to be decentralized—without compromising data reliability and integrity or inflating administration costs.

Pivotal SyncStream is the technology that synchronizes all aspects of the Pivotal CRM system, including customer data, application customizations, and platform upgrades, across LAN clients, satellite systems, and mobile devices.

Data Reliability Pivotal SyncStream verifies the success of each synchronization session. Synchronization messages are not deleted until a confirmation message is received from the recipient system indicating that the change has been successfully carried out. This approach allows for a high degree of confidence that mobile databases will synchronize correctly, and it protects against message loss due to accidental disconnection, viruses, machine crashes, or other connection problems. Lost or out-of-sequence messages are recovered automatically.

If a synchronization session is interrupted or unsuccessful, the Pivotal CRM system automatically coordinates recovery. For example, if a mobile system receives a message that is out of its numbering sequence due to line interruptions during a synchronization session, it sends a message to the parent system requesting a resubmission of the missing data. Once the missing data has been received, the synchronization session resumes.

Data Integrity Pivotal SyncStream resolves simultaneous record updates by comparing the time and date stamp of a record on the parent system with the record that arrives from the child system. If the child record’s stamp differs from the parent’s, the update gets rejected.

For example, if two mobile users are attempting to update the same record, the update that reaches the server first “wins.” The first update changes the time and date stamp of the record. When the second update arrives, and its time and date stamp does not match that of the record, it is rejected. In this case, a notification is sent to the second user informing them of the rejection and requesting a resubmission if the changes still apply.

Application Synchronization The core strength of Pivotal CRM lies in its flexibility and ease of customization. Organizations can react quickly to market opportunities by customizing the Pivotal CRM system to reflect new corporate goals and business processes or by upgrading to the latest Pivotal platform in order to take advantage of new features and capabilities. But to maximize the value of these changes, organizations must be able to quickly and easily distribute application customizations and platform upgrades throughout the distributed enterprise to ensure all users are operating with the same functionality.

Pivotal SyncStream automatically broadcasts all data changes, application updates, and platform upgrades to all mobile systems. Pivotal provides for a one-step mechanism, called a UFO (upgrade from offline), that takes all the customizations from the test system and automatically deploys them to all production systems, including satellites and mobiles.

Pivotal SyncStream’s “Code Update” feature allows the broadcasting of files such as service packs and hot fixes to all mobile users in a single synchronization session, even over dial-up connections, rendering the traditional resource-intensive, in-office upgrade obsolete.

Managing Synchronization Pivotal SyncStream supports HTTP-based synchronization, which provides higher performance levels, increased scalability, and lower administration costs than traditional e-mail-based synchronization solutions. With flexible filtering to reduce data synchronized to each mobile device, HTTP-based synchronization optimizes both the actual data packet and the number of messages sent, thereby making the best use of available bandwidth to support multiple users. Any administrator with knowledge of Microsoft Internet Information Server (IIS) can easily administer Pivotal SyncStream.

Administration Tools HTTP-based synchronization allows for centralized administration, simplifying the maintenance, monitoring, and troubleshooting of all attached mobile and satellite systems.

A global view of the system allows administrators to quickly review mobile-client attributes, perform a visual data-synchronization check, proactively monitor users, and maintain the mobile workforce to ensure system reliability and performance. If the administrator fails to notice an impending issue, the system automatically sends a message notifying the administrator of the problem.


end-User considerations Mobile users require a synchronization solution that is at once simple and powerful, but that offers the right measure of control. Pivotal CRM’s synchronization solution is automatically invoked as soon as the mobile client makes a connection to its main or satellite parent server. Mobile users have the option to send their changes in the background (so users can continue working while synchronizing), as well as the ability to stop and resend at a later time.

Performance is optimized and connection time minimized by processing business rules offline and by bundling message packets so that only net data changes are sent.

Pivotal Mobile Client Training In-depth technical information can be obtained from the Pivotal SyncStream installation and administration guides. We recommend every customer read the existing documentation thoroughly to gain a solid understanding of how to install and administer Pivotal CRM ’s synchronization solutions.

In addition, a number of Pivotal CRM training courses are currently available:

310: lifecycle engine administration/administration Fundamentals: Recommended for administrators, this course is a comprehensive five-day program that covers all aspects of Pivotal administration, including the skills required to deploy HTTP-based mobile synchronization.

312eT: hTTP Data Synchronization: This eTrain course, taught in one three-hour session, teaches the skills required to deploy HTTP-based mobile synchronization or to move to HTTP synchronization from Microsoft Exchange–based mobile synchronization.

To register for these courses, please visit the “Education Services” section of the Pivotal.com website.

Pivotal CRM | Technical Overview �

Pivotal Mobile client Database Support Microsoft SQl Server: Microsoft SQL Server Personal Edition is installed as part of every Pivotal Mobile Client. While Microsoft SQL Server Personal Edition is free of charge, Microsoft requires that any organization wishing to deploy Pivotal Mobile Client must also buy (or have proof of purchase of) at least one Microsoft SQL Server license.

Oracle: Pivotal Mobile Client was designed for use only with Microsoft SQL Server—Oracle is not supported on the laptop. Pivotal CRM systems that use Oracle for their main or satellite servers must take care not to utilize custom Oracle queries, as they will not work for mobile users. In the same way, custom SQL queries specific only to Microsoft SQL Server are not supported for Oracle installations.

System Requirements for Pivotal Mobile Client Guideline requirements for Pivotal CRM mobile systems include:

requirements For windows-Based Mobile client For Browser-Based Mobile client

Operating System(s) Windows 2000 Professional SP�

Windows XP Professional SP�, SP2

Windows 2000 Server & Advanced Server SP�

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Windows 2000 Professional SP�

Windows XP Professional SP�, SP2

Windows 2000 Server & Advanced Server SP�

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.NET Framework N/A Microsoft .NET Framework �.�•

Application Disk Space�

�65 MB

Server 2000 Personal Edition �80 MB2

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�75 MB

SQL Server 2000 Personal Edition �80 MB

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Other requirements

Browser Internet Explorer 6.0 & Internet Explorer SP�•

Crystal Reports Crystal Reports �0.0•

Office Applications Excel 2000, XP, and 20033

Word 97, 2000, XP, and 2003�

Outlook 2000, XP SP� and 2003; or Lotus Notes 5.0.�� and 6.0.�5

Visio 2000 and 20026

PowerPoint 2000, XP, and 20037

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Database SQL Server 2000 Personal Edition (SP3a, SP�)•

Modem 56 bps (minimum)

�28 bps (recommended)

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Processor & RAM 650-MHz Pentium or higher (recommended)

256 MB RAM (minimum); 5�2 MB (recommended)

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� Application disk space estimates do not include operating system, data, and run-time disk space requirements, but do include SyncStream.

2 Disk space estimates from Microsoft for a full install without management tools and OLAP services.3 Excel is required to display graphs in the Pivotal SmartPortal or Dashboard.� Microsoft Word is required for LetterExpress.5 Only one e-mail client is required.6 Visio is only used when exporting diagrams to Visio format.7 PowerPoint is only used when exporting diagrams to PowerPoint format.


Key Mobile FunctionalityFor face-to-face customer visits on the go, the convenience and speed of a handheld “always on” application can often take precedence over the full functionality of a laptop. For some users, the ability to quickly reference data, update information, and interactively complete key business tasks in front of the customer are of greater importance while they are mobile than comprehensive CRM functionality.

Accordingly, Pivotal CRM provides two solutions: the device-resident Pivotal Handheld for RIM BlackBerry users and Pivotal Wireless for all other handheld devices.

Pivotal Handheld Pivotal Handheld delivers a rich user experience for RIM BlackBerry users in a device-resident application that allows mobile personnel to seamlessly roam in and out of wireless coverage without compromising productivity.

Out of the box, Pivotal Handheld includes a base application mapped to the out-of-the-box Pivotal CRM and Microsoft applications. This enables users to:

Update, add, view, and search for company, contact, opportunity, and activity records

Add notes to contacts, companies, and opportunities

Create and view current meetings, calls, and tasks (to-do items)

View employee information

Call or e-mail a contact directly from the contact record

Mark key records for quick access

Pivotal Handheld can be fully customized using a bundled third-party, GUI-based toolkit in order to add to or modify UI elements, application flow, client-side business logic, and even custom business objects that have been defined within the main Pivotal CRM system.

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Synchronization In-depth compression technology allows for the storage of an average �0,000 records on 32-MB BlackBerry devices, which can be kept up to date automatically through over-the-air wireless synchronization whenever the user is within range of their wireless (cellular) network connection. Dropped connections are gracefully recovered, with partial records resent upon reconnection.

Users can control when and how often they synchronize their BlackBerry data with the Pivotal main server using either over-the-air or in-cradle synchronization. The following synchronization options are available to all end users:

User-Initiated: The user selects a “Synchronize Now” command;

Time-Based: Synchronization is initiated at a set time interval; or

Changes-Based: Synchronization is initiated after a set number of changes have been logged

Connecting to the Pivotal Handheld System

When a user initiates Pivotal Handheld from their BlackBerry, their wireless gateway service opens a connection to the Internet. The user request is received by the BlackBerry Enterprise Server, where Mobile Data Service routes the request to the Vaultus Server.

The Vaultus Server logs into Pivotal Business Server on behalf of the user. Because the Vaultus Server keeps track of the dataset on each BlackBerry device, it is able to distinguish between new and updated records, ensuring that only the appropriate data is sent over the wireless network.

Pivotal Business Server generates the appropriate content, defined by the security module set by the customer in the Business Module. All forms, as well as searches submitted by the user, are optimized for wireless devices, ensuring user performance levels are met.

Pivotal Wireless is an out-of-the-box application designed and built for mobile users who need to reference real-time data and quickly make changes to opportunity information on any wireless device equipped with an HTML or WML micro-browser. It utilizes Pivotal Wireless technology to allow users to:

Search the Pivotal CRM database for contact and information by first name, last name, and company

Search the Pivotal CRM database for company information by company name

View current meetings, calls, and tasks (to-do items)

Add notes to contacts, companies, and opportunities

Add meetings, calls, and to-do’s to Contact, Company, and My Active Opportunities records (wireless HTML devices only)

Dial phone numbers stored in Contact, Company, and Employee records (WML devices only)

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Pivotal wireless Technology Pivotal Wireless delivers real-time, secure (HTTPs, with the ability to implement �28-bit SSL certificate) read and write access to Pivotal CRM business logic and customer data.

Customers can use the Pivotal CRM Toolkit in conjunction with Pivotal Wireless to create custom applications to meet any organization’s mobile employee needs. Applications can be tailored to fit wireless infrastructure services (additional devices, networks, or micro-browsers) available in the user’s geographic area. XSL style sheets for a number of popular devices, micro-browsers, and networks are provided out of the box.

accessing Data with Pivotal wireless When a user initiates Pivotal Wireless from a web-enabled cell phone or PDA, their wireless gateway service opens an HTTP connection to the Internet. The Pivotal Wireless Web Server receives user requests and notifies the Pivotal Business Server. The Pivotal Business Server generates an XML document (data), with content defined by the security module set by the customer in the Business Module. Pivotal Wireless then takes the XML document and renders it with XSL into HTML or WML for display on the wireless device. All forms, as well as searches submitted by the user, are optimized for wireless devices ensuring user performance levels are met.

a complete handheld Solution Pivotal Handheld leverages third-party, best-of-breed components in order to create a complete, robust mobile solution:

components Bundled in the Pivotal handheld Solution components Purchased Separately

Pivotal handheld client application:

The Pivotal Handheld application is installed directly on the BlackBerry device and can be deployed over the air—there’s no need for IT to perform a hands-on setup.

riM BlackBerry:8

Research In Motion (RIM) is the leader in corporate mobile e-mail. RIM’s portfolio of award-winning products, services, and embedded technologies are used by thousands of organizations around the world and include the BlackBerry wireless platform and the RIM Wireless Handheld™ product line.

The Pivotal Handheld application can be installed on any version of BlackBerry with a color screen and at least �6 MB of RAM.

vaultus Server:

Vaultus specializes in helping enterprises enable mobile access to existing back-end applications, delivering the industry’s most comprehensive data security, as well as enterprise-grade management, integration, and connection capabilities.

Vaultus Server is required for managing communications with BlackBerry devices, as well as for customization of the Pivotal Handheld Client Application.

BlackBerry enterprise Server (BeS):

Required for communication with BlackBerry handheld devices.

Pivotal crM–vaultus connector:

Required to facilitate the exchange of data between the Pivotal CRM and Vaultus systems.

Pivotal Business Server:

Required to manage access to Pivotal CRM data.

network/air-Time Provider:

Pivotal Handheld works with any third-party provider of wireless network access (such as Cingular, Verizon, or Vodafone), allowing customers to utilize the best provider for their needs.

8 BlackBerry Connect™ and BlackBerry Built-In™ devices are not supported. This includes such devices as the Palm® Treo™ 650 and Nokia® 9300.


Synchronizing Key InformationFor fast-paced mobile sales and service personnel, Personal Information Managers (PIMs) are often the applications of choice for entering, updating, and tracking contacts, meetings, and tasks. Without a mechanism to ensure this key information can be shared across the enterprise, it becomes siloed on users’ devices, leading to out-of-date corporate and customer information. Intellisync for Pivotal ensures information in individual PIMs is always consistent with the information in the corporate database.

Intellisync for PivotalPivotal CRM has licensed Intellisync technology from Intellisync Corporation to facilitate the management of offline PIM data through bi-directional synchronization of contact, to do, and calendar data between Pivotal CRM and Microsoft Outlook or Lotus Notes.

Intellisync Corp. is a proven provider of synchronization and workforce mobility software to virtually all of the Fortune �000. Intellisync has been helping enterprises and individuals—especially those who are mobile—keep critical information up to date since �996. By licensing Intellisync technology, Pivotal CRM joins such Intellisync technology partners as Microsoft, AOL, Yahoo!, and Oracle.

Synchronization of PiM DataIntellisync for Pivotal consists of two components:

Intellisync for Pivotal Server: Manages requests for synchronization between the Pivotal Business Server and the mobile user’s system.

Intellisync for Pivotal Run Time: Synchronizes Pivotal PIM information with PIM applications (either Microsoft Outlook or Lotus Notes) via HTTP. The PIM application must be co-located with Intellisync for Pivotal Run Time on the end user’s machine.

Intellisync for Pivotal does not require a constant connection to synchronize data. Users synchronize PIM data by connecting to the main Pivotal Business Server and manually initiating synchronization from the desktop. Intellisync coordinates the batched data transfer between Pivotal CRM and either Microsoft Outlook or Lotus Notes—no other user intervention is required.

Intellisync for Pivotal does not support direct synchronization to PDA. However, users who want to take their contact, to do, and calendar information with them can do so by utilizing the synchronization software that came with their PDA.

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Pivotal Mobile CRM: Ensure Productivity for Your Mobile SalesforceMobile CRM is no longer a luxury for a few high-performance employees; it’s a critical requirement for any organization that engages in high-value prospect and customer interaction outside the office. Forward-thinking companies are turning to Pivotal Mobile CRM solutions to close more deals, speed the sales cycle, increase customer satisfaction, and improve sales processes. Contact us today at + � 877-PIVOTAL to learn more about how Pivotal Mobile CRM solutions can help you meet the increasing mobility demands your company faces every day.

System Requirements for Intellisync for Pivotal

client9 requirements Server requirements

Operating System(s) Windows 2000 Professional SP3

Windows XP Professional SP�

Windows 2000 Server & Advanced Server SP3

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Windows 2000 Professional SP3

Windows XP Professional SP�

Windows 2000 Server & Advanced Server SP3

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Processor & RAM 650-MHz Pentium or higher;

256 MB RAM

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650-MHz Pentium or higher;

5�2 MB RAM�0

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Software Microsoft Outlook 2000, XP, 2003; or

Lotus Notes 5.0, 6.0

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9 Intellisync for Pivotal works with both Pivotal Windows Client and Pivotal Rich Client, one of which must be installed on the client computer.

�0 Minimum if installed on same server as Pivotal Business Server.

For more information or a complete list of our worldwide offices, please visit www.pivotal.com.

Copyright © CDC Software 2007. All rights reserved. The CDC Software logo is a registered trademark of CDC Software.

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