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									                                                                                        Technical Overview
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.
The Pivotal Mobile Solution                                 Full Offline Functionality
Pivotal Mobile CRM is a complete mobility solution          Today’s level of broadband ubiquity sets the expectation
designed to deliver the right information to the user,      with customers and prospects that mobile users will have
when they need it, on their device of choice, regardless    full access to their CRM application and current data at all
of connectivity or location. With different solutions to    times. To bridge the gap between this expectation and the
address the variety of ways mobile personnel prefer to      reality of broadband coverage outside regional hotspots,
work, Pivotal Mobile CRM gives organizations the freedom    sales organizations require offline capabilities that ensure
to create a mobile strategy that fits their unique needs:   they are never without access to critical functionality
                                                            and data. Effective disconnected use must allow mobile
• Gain Full Functionality: Pivotal Mobile Client offers
                                                            personnel to work the way they need to, which can
  mobile users who are away from the office for
                                                            demand full offline application functionality.
  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     Pivotal Mobile Client
  their laptops to reference customer and prospect          For consultative mobile personnel whose tasks involve
  data, edit information, and work with the entire          everything from needs assessment to order completion
  application in offline mode. They have access to all      at the customer site, Pivotal Mobile Client provides a
  the functionality available to connected users and can    complete, scaled-down Pivotal CRM system designed
  remotely synchronize data back to head office at their    to deliver 00% functionality on a laptop, regardless of
  convenience.                                              whether there is an Internet connection. It includes:
• Perform Key Tasks: Depending on the device of
                                                            • Pivotal Client (either the Windows®-based Pivotal
  choice, Pivotal CRM provides two solutions that allow
                                                              Windows Client or the browser-based Pivotal Rich Client)
  mobile personnel to perform key business tasks and
  access important information:                             • Pivotal Business Server
     • Pivotal Handheld delivers seamless access to         • Microsoft SQL Server database
       critical business tasks and customer data on
                                                            Pivotal Mobile Client users employ their client of choice to
       RIM BlackBerry® devices, regardless of whether
                                                            work with a subset of Pivotal CRM customer data present
       a network connection is available.
                                                            on their laptop, and they must intermittently connect to
     • Pivotal Wireless delivers an out-of-the-box          the main Pivotal Business Server or a satellite one to
       application that enables alerting as well as real-   synchronize any data changes they have made.
       time read and write access to critical customer
       information stored in Pivotal’s CRM database         integrated with Microsoft Office
       from wireless devices such as cell phones and
       web-enabled PDAs.                                    Pivotal supports Microsoft Office integration of the Pivotal
                                                            Mobile Client, whether online or offline. This includes:
• Synchronize important information: Intellisync
  for Pivotal provides mobile users with bi-directional     • Bi-directional integration with Microsoft Outlook 2000,
  synchronization of contacts, to-do lists, and calendar      2002, and 2003, which allows users to create, manage,
  items between Pivotal CRM and Microsoft® Outlook®           and queue e-mails for delivery in either Pivotal CRM
  or Lotus Notes® so they can use their tool of choice to     or Microsoft Outlook while working in disconnected
  manage their day offline.                                   (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.




                                                                                             Pivotal CRM | Technical Overview   
Data Synchronization                                           Application Synchronization
For mobile applications to achieve maximum value,              The core strength of Pivotal CRM lies in its flexibility and
enterprise databases need to be decentralized—without          ease of customization. Organizations can react quickly
compromising data reliability and integrity or inflating       to market opportunities by customizing the Pivotal CRM
administration costs.                                          system to reflect new corporate goals and business
                                                               processes or by upgrading to the latest Pivotal platform in
Pivotal SyncStream is the technology that synchronizes all     order to take advantage of new features and capabilities.
aspects of the Pivotal CRM system, including customer          But to maximize the value of these changes, organizations
data, application customizations, and platform upgrades,       must be able to quickly and easily distribute application
across LAN clients, satellite systems, and mobile devices.     customizations and platform upgrades throughout the
                                                               distributed enterprise to ensure all users are operating
Data Reliability                                               with the same functionality.

Pivotal SyncStream verifies the success of each                Pivotal SyncStream automatically broadcasts all data
synchronization session. Synchronization messages are          changes, application updates, and platform upgrades
not deleted until a confirmation message is received           to all mobile systems. Pivotal provides for a one-step
from the recipient system indicating that the change has       mechanism, called a UFO (upgrade from offline), that
been successfully carried out. This approach allows for        takes all the customizations from the test system and
a high degree of confidence that mobile databases will         automatically deploys them to all production systems,
synchronize correctly, and it protects against message         including satellites and mobiles.
loss due to accidental disconnection, viruses, machine
crashes, or other connection problems. Lost or out-of-         Pivotal SyncStream’s “Code Update” feature allows the
sequence messages are recovered automatically.                 broadcasting of files such as service packs and hot fixes
                                                               to all mobile users in a single synchronization session,
If a synchronization session is interrupted or unsuccessful,   even over dial-up connections, rendering the traditional
the Pivotal CRM system automatically coordinates recovery.     resource-intensive, in-office upgrade obsolete.
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           Managing Synchronization
to the parent system requesting a resubmission of the          Pivotal SyncStream supports HTTP-based
missing data. Once the missing data has been received,         synchronization, which provides higher performance
the synchronization session resumes.                           levels, increased scalability, and lower administration
                                                               costs than traditional e-mail-based synchronization
                                                               solutions. With flexible filtering to reduce data
Data Integrity                                                 synchronized to each mobile device, HTTP-based
Pivotal SyncStream resolves simultaneous record updates        synchronization optimizes both the actual data packet
by comparing the time and date stamp of a record on            and the number of messages sent, thereby making the
the parent system with the record that arrives from the        best use of available bandwidth to support multiple
child system. If the child record’s stamp differs from the     users. Any administrator with knowledge of Microsoft
parent’s, the update gets rejected.                            Internet Information Server (IIS) can easily administer
                                                               Pivotal SyncStream.
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       Administration Tools
stamp of the record. When the second update arrives,           HTTP-based synchronization allows for centralized
and its time and date stamp does not match that of the         administration, simplifying the maintenance, monitoring,
record, it is rejected. In this case, a notification is sent   and troubleshooting of all attached mobile and
to the second user informing them of the rejection and         satellite systems.
requesting a resubmission if the changes still apply.
                                                               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.




                                                                                                Pivotal CRM | Technical Overview   2
end-User considerations                                     Pivotal Mobile Client Training
Mobile users require a synchronization solution that is     In-depth technical information can be obtained from
at once simple and powerful, but that offers the right      the Pivotal SyncStream installation and administration
measure of control. Pivotal CRM’s synchronization           guides. We recommend every customer read the existing
solution is automatically invoked as soon as the mobile     documentation thoroughly to gain a solid understanding
client makes a connection to its main or satellite parent   of how to install and administer Pivotal CRM ’s
server. Mobile users have the option to send their          synchronization solutions.
changes in the background (so users can continue
working while synchronizing), as well as the ability to     In addition, a number of Pivotal CRM training courses are
stop and resend at a later time.                            currently available:

Performance is optimized and connection time minimized      310: lifecycle engine administration/administration
by processing business rules offline and by bundling        Fundamentals: Recommended for administrators, this
message packets so that only net data changes are sent.     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   3
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 2000 Professional SP
                                     • Windows XP Professional SP, SP2                        • Windows XP Professional SP, SP2
                                     • Windows 2000 Server & Advanced Server SP • Windows 2000 Server & Advanced Server SP
    .NET Framework                   N/A                                                       • Microsoft .NET Framework .
    Application                      • 65 MB                                                  • 75 MB
    Disk Space    

                                     • Server 2000 Personal Edition 80 MB   2
                                                                                               • SQL Server 2000 Personal Edition 80 MB



    Other requirements
    Browser                          • Internet Explorer 6.0 & Internet Explorer SP
    Crystal Reports                  • Crystal Reports 0.0
    Office Applications                              ,
                                     • Excel 2000, XP and 2003   3




                                                        ,
                                     • Word 97, 2000, XP and 2003    




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




                                     • Visio 2000 and 2002   6




                                                          ,
                                     • PowerPoint 2000, XP and 2003      7




    Database                         • SQL Server 2000 Personal Edition (SP3a, SP)
    Modem                            • 56 bps (minimum)
                                     • 28 bps (recommended)
    Processor & RAM                  • 650-MHz Pentium or higher (recommended)
                                     • 256 MB RAM (minimum); 52 MB (recommended)



Pivotal Mobile client Database Support                                           Oracle: Pivotal Mobile Client was designed for use only
                                                                                 with Microsoft SQL Server—Oracle is not supported
Microsoft SQl Server: Microsoft SQL Server Personal
                                                                                 on the laptop. Pivotal CRM systems that use Oracle for
Edition is installed as part of every Pivotal Mobile Client.
                                                                                 their main or satellite servers must take care not to utilize
While Microsoft SQL Server Personal Edition is free of
                                                                                 custom Oracle queries, as they will not work for mobile
charge, Microsoft requires that any organization wishing to
                                                                                 users. In the same way, custom SQL queries specific
deploy Pivotal Mobile Client must also buy (or have proof
                                                                                 only to Microsoft SQL Server are not supported for
of purchase of) at least one Microsoft SQL Server license.
                                                                                 Oracle installations.





     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.


                                                                                                                     Pivotal CRM | Technical Overview   
Key Mobile Functionality                                      Synchronization
                                                              In-depth compression technology allows for the storage of
For face-to-face customer visits on the go, the
                                                              an average 0,000 records on 32-MB BlackBerry devices,
convenience and speed of a handheld “always on”
                                                              which can be kept up to date automatically through
application can often take precedence over the full
                                                              over-the-air wireless synchronization whenever the user is
functionality of a laptop. For some users, the ability
                                                              within range of their wireless (cellular) network connection.
to quickly reference data, update information, and
                                                              Dropped connections are gracefully recovered, with partial
interactively complete key business tasks in front of
                                                              records resent upon reconnection.
the customer are of greater importance while they are
mobile than comprehensive CRM functionality.                  Users can control when and how often they synchronize
                                                              their BlackBerry data with the Pivotal main server using
Accordingly, Pivotal CRM provides two solutions: the
                                                              either over-the-air or in-cradle synchronization. The following
device-resident Pivotal Handheld for RIM BlackBerry users
                                                              synchronization options are available to all end users:
and Pivotal Wireless for all other handheld devices.
                                                              • User-Initiated: The user selects a “Synchronize Now”
Pivotal Handheld                                                command;

Pivotal Handheld delivers a rich user experience for RIM      • Time-Based: Synchronization is initiated at a set time
BlackBerry users in a device-resident application that          interval; or
allows mobile personnel to seamlessly roam in and out         • Changes-Based: Synchronization is initiated after a set
of wireless coverage without compromising productivity.         number of changes have been logged

Out of the box, Pivotal Handheld includes a base              Connecting to the Pivotal Handheld System
application mapped to the out-of-the-box Pivotal CRM and
                                                              When a user initiates Pivotal Handheld from their
Microsoft applications. This enables users to:
                                                              BlackBerry, their wireless gateway service opens a
• Update, add, view, and search for company, contact,         connection to the Internet. The user request is received
  opportunity, and activity records                           by the BlackBerry Enterprise Server, where Mobile Data
                                                              Service routes the request to the Vaultus Server.
• Add notes to contacts, companies, and opportunities
• Create and view current meetings, calls, and tasks          The Vaultus Server logs into Pivotal Business Server on
  (to-do items)                                               behalf of the user. Because the Vaultus Server keeps track
                                                              of the dataset on each BlackBerry device, it is able to
• View employee information
                                                              distinguish between new and updated records, ensuring that
• Call or e-mail a contact directly from the contact record   only the appropriate data is sent over the wireless network.
• Mark key records for quick access
                                                              Pivotal Business Server generates the appropriate
Pivotal Handheld can be fully customized using a bundled      content, defined by the security module set by the
third-party, GUI-based toolkit in order to add to or modify   customer in the Business Module. All forms, as well as
UI elements, application flow, client-side business logic,    searches submitted by the user, are optimized for wireless
and even custom business objects that have been               devices, ensuring user performance levels are met.
defined within the main Pivotal CRM system.
                                                              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)



                                                                                                 Pivotal CRM | Technical Overview   5
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:                              riM BlackBerry:    8




    The Pivotal Handheld application is installed directly on the     Research In Motion (RIM) is the leader in corporate mobile e-mail. RIM’s
    BlackBerry device and can be deployed over the air—there’s no     portfolio of award-winning products, services, and embedded technologies
                                                                      are used by thousands of organizations around the world and include the
    need for IT to perform a hands-on setup.
                                                                      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:                                                   BlackBerry enterprise Server (BeS):
    Vaultus specializes in helping enterprises enable mobile access   Required for communication with BlackBerry handheld devices.
    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.
    Pivotal crM–vaultus connector:                                    Pivotal Business Server:
    Required to facilitate the exchange of data between the Pivotal   Required to manage access to Pivotal CRM data.
    CRM and Vaultus systems.
                                                                      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.



Pivotal wireless Technology                                           accessing Data with Pivotal wireless
Pivotal Wireless delivers real-time, secure (HTTPs, with the          When a user initiates Pivotal Wireless from a web-enabled
ability to implement 28-bit SSL certificate) read and write          cell phone or PDA, their wireless gateway service opens
access to Pivotal CRM business logic and customer data.               an HTTP connection to the Internet. The Pivotal Wireless
                                                                      Web Server receives user requests and notifies the Pivotal
Customers can use the Pivotal CRM Toolkit in conjunction              Business Server. The Pivotal Business Server generates
with Pivotal Wireless to create custom applications                   an XML document (data), with content defined by the
to meet any organization’s mobile employee needs.                     security module set by the customer in the Business
Applications can be tailored to fit wireless infrastructure           Module. Pivotal Wireless then takes the XML document
services (additional devices, networks, or micro-browsers)            and renders it with XSL into HTML or WML for display
available in the user’s geographic area. XSL style sheets             on the wireless device. All forms, as well as searches
for a number of popular devices, micro-browsers, and                  submitted by the user, are optimized for wireless devices
networks are provided out of the box.                                 ensuring user performance levels are met.




8
     BlackBerry Connect™ and BlackBerry Built-In™ devices are not supported. This includes such devices as the Palm® Treo™ 650 and
     Nokia® 9300.
                                                                                                               Pivotal CRM | Technical Overview   6
Synchronizing Key Information                                 Synchronization of PiM Data
                                                              Intellisync for Pivotal consists of two components:
For fast-paced mobile sales and service personnel,
Personal Information Managers (PIMs) are often the            • Intellisync for Pivotal Server: Manages requests for
applications of choice for entering, updating, and tracking     synchronization between the Pivotal Business Server
contacts, meetings, and tasks. Without a mechanism to           and the mobile user’s system.
ensure this key information can be shared across the
                                                              • Intellisync for Pivotal Run Time: Synchronizes Pivotal
enterprise, it becomes siloed on users’ devices, leading
                                                                PIM information with PIM applications (either Microsoft
to out-of-date corporate and customer information.
                                                                Outlook or Lotus Notes) via HTTP. The PIM application
Intellisync for Pivotal ensures information in individual
                                                                must be co-located with Intellisync for Pivotal Run Time
PIMs is always consistent with the information in the
                                                                on the end user’s machine.
corporate database.
                                                              Intellisync for Pivotal does not require a constant
Intellisync for Pivotal                                       connection to synchronize data. Users synchronize PIM
                                                              data by connecting to the main Pivotal Business Server
Pivotal CRM has licensed Intellisync technology from          and manually initiating synchronization from the desktop.
Intellisync Corporation to facilitate the management of       Intellisync coordinates the batched data transfer between
offline PIM data through bi-directional synchronization of    Pivotal CRM and either Microsoft Outlook or Lotus
contact, to do, and calendar data between Pivotal CRM         Notes—no other user intervention is required.
and Microsoft Outlook or Lotus Notes.
                                                              Intellisync for Pivotal does not support direct
Intellisync Corp. is a proven provider of synchronization     synchronization to PDA. However, users who want to take
and workforce mobility software to virtually all of the       their contact, to do, and calendar information with them
Fortune 000. Intellisync has been helping enterprises        can do so by utilizing the synchronization software that
and individuals—especially those who are mobile—keep          came with their PDA.
critical information up to date since 996. By licensing
Intellisync technology, Pivotal CRM joins such Intellisync
technology partners as Microsoft, AOL, Yahoo!,
and Oracle.




                                                                                              Pivotal CRM | Technical Overview   7
System Requirements for Intellisync for Pivotal
                             client9 requirements                                     Server requirements
     Operating System(s)     • Windows 2000 Professional SP3                          • Windows 2000 Professional SP3
                             • Windows XP Professional SP                            • Windows XP Professional SP
                             • Windows 2000 Server & Advanced Server SP3              • Windows 2000 Server & Advanced Server SP3
     Processor & RAM         • 650-MHz Pentium or higher;                             • 650-MHz Pentium or higher;
                             • 256 MB RAM                                             • 52 MB RAM   0




     Software                                            ,
                             • Microsoft Outlook 2000, XP 2003; or
                             • Lotus Notes 5.0, 6.0




Pivotal Mobile CRM:
Ensure Productivity for
Your Mobile Salesforce
Mobile 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.




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.


                                                                                                                Pivotal CRM | Technical Overview   8
For more information or a complete list of our worldwide offices, please visit www.pivotal.com.
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