Buzzient siebel78 implementation_guide

© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 1

Buzzient – Siebel 7.8 Implementation Guide

Updated: July 2013

Table of Contents

1 Executive Overview ....................................................................................................................... 3

2 Introduction .................................................................................................................................... 4

3 Functionality .................................................................................................................................. 6

3.1 Contacts Social Profile View ................................................................................................... 6

3.2 Service Request Social Media Interactions View ................................................................... 6

3.3 Service Request Social Media Response View ...................................................................... 7

3.4 Social Media Screen - All Posts View .................................................................................... 8

3.5 Social Media Screen - Dashboard View ................................................................................... 8

4 Implementation and Configuration Steps ...................................................................................... 9

4.1 High-level Steps ..................................................................................................................... 9

4.2 Prerequisites and Required Information ............................................................................... 10

5 Configuration Overview ............................................................................................................... 11

5.1 Siebel Tools .......................................................................................................................... 12

5.2 Siebel Application ................................................................................................................. 12

5.3 Importable Files .................................................................................................................... 12

6 Security Considerations ............................................................................................................... 13

6.1 Storing user-specific Buzzient Apikeys ................................................................................. 13

6.2 Internet Explorer Browser Settings ....................................................................................... 13

7 Siebel Configuration Steps .......................................................................................................... 15

7.1 Siebel Tools .......................................................................................................................... 15

7.2 Siebel Application ................................................................................................................. 17

7.3 Available Buzzient Administration and Statistical Pages: ..................................................... 23

8 Test ............................................................................................................................................. 25

8.1 Test Connectivity .................................................................................................................. 25

8.2 Test Service Request Creation ............................................................................................ 26

8.3 Test Engagement ................................................................................................................. 27

9 Appendix A .................................................................................................................................. 30

9.1 Business Components .......................................................................................................... 30

9.2 Link Object ............................................................................................................................ 33


9.3 Business Object .................................................................................................................... 33

9.4 Integration Objects ............................................................................................................... 34

9.5 Business Service .................................................................................................................. 40

9.6 Applet Objects ...................................................................................................................... 41

9.7 View Object .......................................................................................................................... 44

9.8 Screen Object ....................................................................................................................... 46

9.9 Application Object ................................................................................................................. 47

9.10 Table Object ......................................................................................................................... 47

9.11 Workflow Object ................................................................................................................... 48

10 Appendix B .................................................................................................................................. 56

10.1 Business Components .......................................................................................................... 56

10.2 Applets .................................................................................................................................. 57

11 Troubleshooting .......................................................................................................................... 58


1 Executive Overview

This document details the steps to integrate Oracle Siebel CRM 7.8.x with Buzzient, an

Oracle Gold Partner. The paper provides the minimum configuration necessary to leverage

social media as a new channel in Siebel CRM.

Please note that this technical guide details example configurations for Siebel 7.8.x. The

implementation and the steps required may differ for various Siebel releases and

architectures.

This solution is provided as a technical white paper and has not been fully tested by

Buzzient, as formal support for Siebel begins with version 8.1.1.4. When implementing this

solution, it is always advised to take necessary precautions and fully test in a development

and test environment. For support and extended information related to Buzzient, please

contact Buzzient Support at [email protected].


2 Introduction

Buzzient Enterprise automatically harvests, stores, analyzes and integrates social media

content based on your specifications. You choose the keywords you would like to harvest

and analyze, such as your company name, brands and/or products, competitors or topics.

The system constantly collects and analyzes public posts mentioning your keywords from

sources that can include:

• Twitter

• Facebook (posts from authorized pages, e.g. your company’s Facebook page)

• Facebook (publicly available posts via Graph Search API)

• RSS (blogs, discussion boards, etc.)

• YouTube comments, iTunes and Android Market reviews

The integration approach operates in both a “pull” and “push” model. The Siebel user’s UI

pulls content from Buzzient for display. When an action is required (e.g. creating a Service

Request) Buzzient pushes the content to the Oracle Siebel CRM instance to create the

object. Importantly, everything is transparent to the end user.

Figure 1: High level architecture diagram of the integration (Buzzient integrates with both on-premises and SaaS apps)


At a high level, a typical Buzzient-Siebel flow includes these main steps.

1. Buzzient filters inbound posts. Filter criteria are defined in Buzzient.

2. Buzzient sends the posts to a Siebel Workflow Process. Inbound posts may be sent

automatically or manually through the Buzzient User Interface (UI) embedded in

Siebel.

3. Once the inbound post is received, Siebel Workflow Processes execute and call

Siebel Business Services to:

• Lookup the social author in existing Siebel Contacts. Contact lookup is based

on the author username and community. A Contact is created when the

social author does not exist; first and last name fields are created using the

social network data.

• Create a Service Request for the existing or newly created Contact and

optionally route the new Service Request to Siebel Assignment Manager.

4. The Siebel user can respond to the social author through a Buzzient Response UI

embedded in Siebel.

5. Buzzient posts the response to the Social Web.

For this integration, the elements provided by Buzzient are:

1. A Buzzient UI accessed either from Siebel using a Symbolic URL or as a standalone

application. Customers will have to sign in Buzzient separately when a standalone

application is used.

2. A response UI displayed from a Social Media Response tab within Siebel Service.

• This UI displays the post that originated the Service Request and any

reply/response for the post. It also provides the mechanism to respond to a social

author on the social channel.

3. Response API to post the response from the Siebel UI back to the social channel.

See the Implementation and Configuration Steps section for details on prerequisites and

requirements.


3 Functionality

The functionality enabled from this Buzzient-Siebel integration is illustrated below.

3.1 Contacts Social Profile View

The Social Profile View details information about any social network accounts your Contacts

may have.

Figure 2: Screenshot which shows a Contacts Social Profile

3.2 Service Request Social Media Interactions View

The Social Media Activities view details the interactions with a Contact via social media

responses related to a particular Service Request.

Figure 3: Screenshot which shows all social media interactions, captured as Activities


3.3 Service Request Social Media Response View

The Social Media Response view allows the user to make a response via Buzzient to the

Contact which will also be logged as an Activity against the Service Request. When viewing

the social media post, you will notice that the hyperlinks related to Siebel CRM integration

appear when you hover over post:

Already in CRM: it is a status indicating if the current post has already been recorded in

the Siebel CRM system.

Reset CRM Status: A link that once clicked will allow resubmitting of the current post to

the Siebel CRM system. If the post already existed in the Siebel CRM system, it will be

updated.

Create Service Request: Likewise a post expressing a problem or issue can be sent into

your Siebel CRM system customer support workflow in an ad hoc or automated manner.

Figure 4: Screenshot which shows the Social Media Response view. The applet embeds a component of the Buzzient UI,

which facilitates a social media interaction from the Siebel application.


3.4 Social Media Screen - All Posts View

The All Posts view allows a social media administrator, community manager or any Siebel

user with permission to view all social media activity from within the Siebel UI. It is also

possible to instantly create a new Lead or Service Request from the embedded console in

the Siebel CRM application. This is achieved by hovering over the post to display the

“Create Lead” and “Create Service Request” hyperlinks.

Figure 5: Screenshot which shows the Social Media screen, allowing a Siebel user to easily see all social media posts from the embedded Buzzient UI.

3.5 Social Media Screen - Dashboard View

The Dashboard view allows a social media administrator or community manager to view all

social media sentiment about their products.

Figure 7: Screenshot which shows the Social Media screen, Dashboard view.


4 Implementation and Configuration Steps

4.1 High-level Steps

This high-level diagram assumes Customer already has an available Siebel environment

that can be configured for testing per this document. For example a test or staging instance.


4.2 Prerequisites and Required Information

1. Specific Web Services must be enabled for your Siebel CRM instance and be reachable

by Buzzient servers.

o Your firewall must be configured to accept traffic from Buzzient servers, which

are hosted at Amazon EC2. Specific IP addresses will be provided by Buzzient.

2. Siebel Users of Buzzient-Siebel integration must have application permission to create

objects detailed in this integration, such as Service Requests and Contacts.

3. Submit to Buzzient:

o Keyword Groups for your Buzzient system so it can be configured for content

harvesting.

o Confirmation that you wish to use Siebel Activities (Business Component Action)

to track engagement history (an Activity record for inbound and outbound

engagements.)

� If you do not wish to track engagement history in Siebel, or use a different

Siebel object to do so, please indicate so the appropriate flag in your

Buzzient system can be set accordingly.

o Siebel user credential information for each integrated Siebel user in order to

generate apikeys. During testing this might only be one or two users.

o URL to your specific Siebel Inbound Web Service. It will be in this general

format:

http://yourserver.domain.com/eai_anon_enu/start.swe?SWEExtSource=SecureWebService&SWEExtCmd=Execute

o Download and send your WSDL (necessary for Web Services) after completing

Siebel-side modifications per this document.

� If you are not familiar with that process, a short video is located here:

http://ondemand-education.com/corp/videos/BUZZ5/ODE-WWS.html


5 Configuration Overview

This integration provides new Workflow Processes for Service Requests. The Workflow

Processes call Siebel Business Services to create Siebel objects. By leveraging Workflow

Processes the integration provides customers with flexibility to customize the integration.

Figure 8: Example of Service Request Workflow Process

New objects have been created and existing objects also modified to support the integration.

For example, the Service Request table was extended to store data specific to social media.

The new objects can be imported from the archive zip file associated with this document. The

changes to the S_SRV_REQ table should be performed manually, and are described in this

document in the section titled, 'Siebel Configuration Steps'. This is a summary of changes.

Step Object Type Description

1 Table Service Request Table extended. New columns added to identify social attributes such as the social

community, author sentiment, post publish date, post ID, etc.

2 Business Component New Fields added to the Business Components for Service Requests. A new business component

added for Social Profiles

3 Business Object New Social Profile Business Component added to the Contact Business Object.

4 Applet New social media columns added to the Applets for both the Service Request Detail.

5 Applet New applet to display a Contact's Social Profiles.

6 Applet New applet to display the listening platform partner's embedded response Ul in Service Requests.

7 Applet New applet to display the listening platform partner's embedded social media monitoring Ul from a

Siebel tab.

8 Screen Object New Response View for Service Requests

9 Screen Object New Social Profile View for Contacts.

10 Screen Object New Social Media screen with views for Dashboard and All Posts.


Once the new and modified objects have been compiled and deployed, an Application

Administrator will need to add the new Views, assign to appropriate Responsibilities, setup

the Inbound Web Services and Symbolic URLs and optionally add Assignment Rules.

An overview of the configuration steps are detailed below:

5.1 Siebel Tools

Please note, the steps below using the archive file and Workflow Processes provided offer a

fast way to import the new objects and changes into the repository, if you wish, you can also

apply the same changes manually, and every repository change for this integration is

documented in the Appendix.

1. Create “Social Media” Project.

2. Lock projects (Social Media, Table Service Request, Contact (SSE), Service

(SSV), Contact) in Tools, extract the .zip file

3. Import Siebel78POC.sif after performing a backup of your Repository

4. Observe the merged changes, perform manual changes listed in the Siebel

Configuration Steps > Siebel Tools > Import Archive section

5. Apply the table changes (click Apply/DDL > choose Apply)

6. Stop Siebel Server, Compile SRF, Restart Siebel Server

5.2 Siebel Application

1. Add new Views, create new Responsibility (optional) and associate new Views to

relevant responsibility.

2. Create EAI Dispatch Rule Set

3. Create Inbound Web Services and Clear Cache

4. Add Symbolic URLs

5. Add new List of Values for Activity Type and Service Request Type

6. Clear the LOV Cache, Re-login to the Siebel Application

5.3 Importable Files

Some of the above elements are provided in the form of XML Files for import:

• EAI Dispatch Rule Sets via Administration - Integration - EAI Dispatch Service

• Web Service Inbound via Administration – Web Services - Inbound Web Services

• Workflow Processes via Siebel Tools


6 Security Considerations

The concept detailed in this white paper does not include a secure Single Sign On integration

between Siebel CRM and Buzzient. It is recommended that to complement this integration, a

SSO solution is implemented to suit your organizations security policies. Oracle Consulting

Services can also assist with this requirement.

Factors to consider for security:

• Ports will need to be opened in the corporate firewall to allow the inbound and

outbound requests from Siebel and Buzzient.

• Web Content in the Symbolic URL is generated on the Siebel Server.

• An Apikey is required to authenticate between Siebel CRM and Buzzient. The

Apikey is provided by Buzzient.

• The Apikey can be stored in the Siebel Application User Preferences View. An

example configuration is provided.

6.1 Storing user-specific Buzzient Apikeys

The changes provided for the Apikey solution are detailed in the Appendix B section.

6.2 Internet Explorer Browser Settings

If using an IE browser, ensure the security settings have Buzzient and Siebel as trusted sites

and allow for mixed content.

1. In your IE browser go to the Tools > Internet Options > Security tab.


2. Under the Trusted sites, click the Sites button and add to the list of Trusted sites:

a. Buzzient (http://customer.buzzient.com)

b. Siebel address

c. Make sure that the "Require server verification." box is unchecked.

3. Also for Trusted sites, click the Custom level button to enable three custom settings.

a. Enable “Access data sources across domains” in the Miscellaneous section.

b. Enable “Display mixed content” in the Miscellaneous section.

c. Enable “Navigate windows and frames across different domains” in the

Miscellaneous section. Click OK to save all three settings.


7 Siebel Configuration Steps

7.1 Siebel Tools

1. Project Object

Create a new a project to associate all new objects as well as our updated objects

1. In Siebel Tools, create a new project called, "Social Media"

2. Import Archive

Lock projects and import the archive (.sif) file

1. In Siebel Tools, lock the following Projects

• Contact

• Service

• Service (SSV)

• Social Media

2. Siebel Tools, select Tools > Import from Archive from the menu

3. Import the SIF file

• Observe the proposed changes

o Archive the existing state of the Objects

o If you have NOT already modified these objects, choose to

“Overwrite” changes.

o If you have already modified the objects select “Merge” and review

each difference before selecting “File”, “Repository” or “Do Not

Import” accordingly.

3. Table Object

1. Apply changes to the Service Request Table objects as directed in the Appendix

A > Table Object > Service Request Table (S_SRV_REQ) section

2. In Siebel Tools, Query the Table object for "S_SRV_REQ"

3. On the Table object, select the record, select Apply/DDL, select Apply

4. Select "Current Query” from the Tables picklist. Complete the appropriate schema

information for Database user and Database user password.

5. Confirm or modify the ODBC data source

6. Select Apply

7. Once completed, press the Activate button


4. Workflow Processes

1. In Siebel Tools, locate the following Workflow Processes:

• SM Service Request

• SM Update SR with New Contact

• SM Update Service Request

2. Deploy the new Workflow Processes

• For each Workflow Process, select Publish from the Toolbar.

• Log in to the Siebel Application, navigate to Administration – Business

Process / Workflow Deployment

• Query for each Workflow Process you published, click the Activate button.

• Where appropriate, in the Active Workflow Processes Applet, choose a

Monitoring Level

5. Manual Changes

1. In Siebel Tools, associate the SM All Posts Screen to your chosen Application, as

a Page Tab or a Screen Menu Item as appropriate, adding Text as appropriate.

2. Create a New Link between Contact and SM Contact Social Profile

• Enter Contact Id as the Destination Field

3. In Siebel Tools, update the Contact Business Object :

• Insert a new Business Object Component Called “SM Contact Social

Profile” and select the Link created in the previous Step.

• Insert, if necessary, the AnalyticsSSO Business Component into the

Contact Business Object, with no link

4. Create a New Screen View for the Service Request Screen

• Associate the SM Service Request Response View, setting the Viewbar

Text and Menu Text to “Social Media Response”. It is suggested to create

a Symbolic String and associate it with the relevant String Reference.

Ensure “Display in Page” and “Display in Site Map” are checked

5. Compile these changes


7.2 Siebel Application

The following changes are performed by an administrator in the Siebel application

7.2.1 EAI Dispatch Rule Set

The purpose of the EAI Dispatch Rule Set is to extract specific data elements from an XML

message

1. Navigate to: Site Map - Administration - Integration - EAI Dispatch Service View

2. In the Rule Sets applet, create a new record named "Social Media SR Info"

3. In the applet called Rules, create a new record with the following properties:

Sequence Search Expression

1 /*

4. In the applet called Transforms, create three new records with the following

properties:

Target Source Expression Property Name

Property /*/*/*/*@SM Author Author

Property /*/*/*/*@SM Author Link AuthorLink

Property /*/*/*/*@SM Community Community

Property /*/*/*/*@SM First Name ContactFirstName

Property /*/*/*/*@SM Last Name ContactLastName

5. Create a new record named "Social Media Social Profile Info"

6. In the applet called Rules, create a new record with the following properties:

Sequence Search Expression

1 /*

7. In the applet called Transforms, create a new record with the following properties:

Target Source Expression Property Name

Property /*/*/*/*@Contact Id ContactId

8. Click the Clear Cache Button


6. Assignment Manager (Optional)

Assignment Manager is an optional configuration. Assignment Manager would allow

automatic assignment of new Service Requests to Employees. This is a great option for

dedicating someone to process Service Requests specifically for Social Media.

1. Navigate to: Site Map - Administration - Assignment - Assignment Rules List

2. In the Assignment Rules List applet, create a new record.

3. Complete the appropriate properties specific for your rule, however, be sure the

Objects to be Assigned property contains "Service Request"

4. Drilldown in to rule and complete the appropriate details

5. Return to the Assignment Rules List applet, click the Release button

7. Web Services

The Social Media integration leverages Web Services technologies to send and submit data

to the Siebel application. Below is an example of setting up the Inbound Web Service. The

steps below illustrate the most basic steps to setup the Web Service, it is recommended to

additionally implement the appropriate level of security that fits your organization policies.

1. Navigate to: Site Map - Administration - Web Services - Inbound Web Services

2. On the Inbound Web Services applet, create a new record and populate the

following properties:

Namespace Name Status

http://siebel.com/SocialMedia SM Service Request Active

3. On the Service Ports applet, click 'New' to create a new record, open the

Business Service applet, then from the popup applet, click 'New' again and add

populate the following properties, amend the Address URL accordingly:

Name Type

Business

Service/Busin

ess Process

Transport Address Binding

SMServiceRequest

Workflow Process

(will be selected

automatically once

Business Sservice is

selected)

SM Service

Request HTTP

http://yourserver.domain.com/eai_an

on_enu/start.swe&SWEExtCmd=Exe

cute&SWEExtSource=SecureWebService

SOAP_DOC_LITERAL


4. On the Operations applet, create a new record and populate the following

properties:

Name Method Display Name Authentication Type

SubmitSR RunProcess Username/Password - clear text

Figure 9: Screenshot which shows the Inbound Web Services configuration.


Business Service applet, then from the popup applet, click 'New' again and add

populate the following properties, amending the Address URL accordingly:

Name Type

Business

Service/Business

Process


SMActivityWS Business

Service SM Activity WS HTTP

http://yourserver.domain.com/eai_a

non_enu/start.swe&SWEExtCmd=

Execute&SWEExtSource=Secure WebService

SOAP_DOC_LITERAL

6. On the Operations applet, create a new record and populate the following:


SMActivityInsertOrUpdate InsertOrUpdate Username/Password - clear text


Business Service applet, then from the popup applet, click 'New' again and

populate the following properties, amending the Address URL accordingly:

Name Type

Business

Service/Business

Process


SMLead Workflow

Process SM Lead HTTP

http://yourserver.domain.com/eai_anon_enu

/start.swe&SWEExtCmd=Execute&SWEExt

Source=SecureWebService

SOAP_DOC_LITERAL


8. On the Operations applet, create a new record and populate the following

properties:


SubmitLead RunProcess Username/Password - clear text

Note: This is one way to setup the Inbound Web Services. You will need to insert your own

address and select your binding.

8. Symbolic URL

1. Navigate to: Site Map - Administration – Integration - Symbolic URL Administration

2. In the applet Symbolic URL Administration, create a new record with the


Name URL Fixup Name SSO Disposition

SocialMediaSinglePost http://customer.buzzient.com/buzzient/crmpostwrapper InsideApplet IFrame

3. In the applet Symbolic URL Arguments, create new records with the following

properties:

Name Argument Type Argument Value Required Argument

verticalid Field SM Vertical Id N

sourceid Field SM Blog Id N

postid Field SM Post Id N

apikey Constant

Provided by Buzzient, for each user

Argument Type = Constant, with a hardcoded

Apikey could be used for testing purposes.

If storing Apikeys against each Siebel user, the

value would be: Argument Type: Profile Attribute

Argument Value: SM API Key

Y

serviceid Field SM Service Id N

crmtype Constant 6 Y

IFrame Size Command IFrame Height = 650 Width = '100%' Y

Note: The above values may be required to be adjusted





SocialMediaAllPosts http://customer.buzzient.com/buzzient/getolposts InsideApplet IFrame

5. In the applet Symbolic URL Arguments, create new records with the following:

Name Argument Type Argument Value

apikey Constant


Argument Type = Constant, with a hardcoded Apikey could be

used for testing purposes.

If storing Apikeys against each Siebel user, the value would be:

Argument Type: Profile Attribute


crmtype Constant 6





SocialMediaDashboard http://customer.buzzient.com/buzzient/dashboard InsideApplet IFrame

7. In the applet Symbolic URL Arguments, create new records with the following:


apikey Constant







crmtype Constant 6 (specific for Siebel CRM)



9. Adding a Buzzient Filter Screen

It is recommended that to add custom Filters in Buzzient from within the Siebel Application,

create a new administration View using the following steps:

1. In Siebel Tools create "SM Buzzient Filter Applet". The existing 'SM All Posts

Applet' can be copied.

2. The new applet should contain a control called "SM URL" which maps to the field

"SM Symbolic URL Buzzient Filter".

3. The field "SM Symbolic URL Buzzient Filter" is a calculated field with value on

"Analytics SSO" BusComp, called "SocialMediaBuzzientFilter".

4. Copy the view "SM All Posts View" and name it "SM Buzzient Filter View"; add the

"SM Buzzient Filter View" to the "SM All Posts Screen".

5. Compile all changes. In the Siebel application add a new Symbolic URL

"SocialMediaBuzzientFilter" and put the link to the Buzzient console (without the

arguments): https://customer.buzzient.com/buzzient/configurealerts

6. Add the following arguments as Symbolic URL arguments:


apikey Constant







crmtype Constant 6 (set specific for Siebel CRM, CRM On Demand is 3)


Figure 10: Screenshot showing Symbolic URL arguments.

7. Navigate to Administration - Application > Views. Add “SM Buzzient Filter View"

and associate the View to the relevant Responsibilities.


7.3 Available Buzzient Administration and Statistical Pages:

Buzzient Screen

Suggested Name

(SM = Social

Media)

URL

Consolidated

SM Analytics http://customer.buzzient.com/buzzient/crmnav?apikey=[[apikey]]&crmtype=6

Dashboard

SM Dashboard http://customer.buzzient.com/buzzient/dashboard?apikey=[[apikey]]&crmtype=6

Posts

SM Posts http://customer.buzzient.com/buzzient/getolposts?defaultbrand&sortby=new&apikey=[[apikey]]&crmtype=6

Brand Sentiment

SM Sentiment

Daily Sentiment for the past 30 days:

http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&volumetype=daily&apikey=[[apikey]]&crmty

pe=6

Monthly Sentiment for the user's Date Range:

http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&apikey=[[apikey]]&crmtype=6

Brand Sentiment

Trend Lines

SM Sentiment

Trends

Daily Sentiment Trends for the past 30 days:

http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&trend=daily&smooth=true&apikey=[[apikey

]]&crmtype=6

Monthly Sentiment Trends for the user's Date Range:

http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&trend=monthly&smooth=true&apikey=[[api

key]]&crmtype=6

Brand Volume Trend

Lines

SM Volume

Daily Volume Trends for the past 30 days:

http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&volume&trendtype=daily&a

pikey=[[apikey]&crmtype=6

Monthly Volume Trends for the user's Date Range:

http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&volume&trendtype=m

onthly&apikey=[[apikey]]&crmtype=6

Positive / Negative

Post Volume

SM Volume

PosNeg Posts

Daily Positive/Negative Post Volume for the past 30 days:

http://customer.buzzient.com/buzzient/opinionchart?defaultbrand&trend=posneg&volumetype=daily&apikey=[[api

key]]&crmtype=6

Monthly Positive/Negative Post Volume for the user's Date Range:

http://customer.buzzient.com/buzzient/opinionchart?defaultbrand&trend=posneg&volumetype=monthly&apikey=[[

apikey]]&crmtype=6


Share of Voice

SM Share of

Voice http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&apikey=[[apikey]]&crmtype=6

Share of Voice

Trends

SM Share Trends

Daily Share of Voice Trends for the past 30 days:

http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&trendtype=daily&apikey=[[a

pikey]&crmtype=6

Monthly Share of Voice Trends for the user's Date Range:

http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&trendtype=monthly&apikey

=[[apikey]]&crmtype=6

Generate Report

SM Reports http://customer.buzzient.com/buzzient/report?apikey=[[apikey]]&crmtype=6

Report Scheduler

SM Report Sched http://customer.buzzient.com/buzzient/report?scheduler&apikey=[[apikey]]&crmtype=6

My Reports

SM My Reports http://customer.buzzient.com/buzzient/report?summary&apikey=[[apikey]]&crmtype=6

Add a Filter

SM Filters http://customer.buzzient.com/buzzient/configurealerts?apikey=[[apikey]]&crmtype=6

My Filters

SM My Filters http://customer.buzzient.com/buzzient/configurealerts?showalerts&apikey=[[apikey]]&crmtype=6

Admin

SM Admin http://customer.buzzient.com/buzzient/userselfedit?apikey=[[apikey]]&crmtype=6


8 Test

After the Siebel modifications are completed, WSDL has been downloaded and sent to

Buzzient and one or more Siebel test users are configured with a Buzzient apikey, you are

ready to begin testing.

8.1 Test Connectivity

The first step is to make sure the Siebel test user is seeing content coming from Buzzient.

1. Login to Siebel.

2. Navigate to the All Posts view.

• Actual screen names might be different depending upon your

requirements (e.g. All Posts could be named something else per your

company’s requirements.)

3. You should see posts for your Keyword Groups displayed on this screen, similar

to the screenshot below.

Figure: All Posts screen in Siebel

4. If you see a Buzzient-related error message instead, please contact

[email protected] and include a screenshot of the error.


8.2 Test Service Request Creation

Next, test creating a Service Request. You will not be responding to any real posts in this

step so do not worry that you are engaging with a real author.

1. If you have logged out, log back in to Siebel.

2. Navigate to the All Posts view and mouse over a Tweet to activate the options

(since Tweets are short they are the easiest posts to use for testing purposes.)

3. Click on the “Create Service Request” link. In a few moments you should see the

link change to “Sent Successfully.”

Figure: Before and After - Mouse over a Post to active options and click Create Service Request. After a few moments the link changes to Sent Successfully

4. If the link changes to an error message, please contact [email protected]

and include a screenshot of the error.

5. Go to your recently created service requests and open the one you just created.

Make sure the Social Media Response area is displaying correctly.

Figure: Service Request with Social Media Response area

6. If you see an error instead of the Social Media Response area, please contact

[email protected] and include a screenshot of the error.


8.3 Test Engagement

In order to test engagement it is suggested that you either use your own Twitter account or

create test Twitter accounts to send “customer” Tweets. That is because you will not have

to worry during this phase that you are trying to engage with a real person. Also this way

you can use the same Tweet(s) over and over for testing purposes.

In order to test engagement, for convenience it is best to use Twitter content. There are a

few setup steps.

• You will need one or more “customer” Twitter accounts, or use your own

personal Twitter account (if you are comfortable doing that.)

o These simulate real authors whose Tweets mentioning your Keyword

Groups will be harvested and turned into Service Requests.

• You will also need one or more “customer service” Twitter accounts. It is up to

you whether you wish to create new ones or use ones you might already have.

o Bear in mind even during testing, the world will be able to see whatever

you Tweet until you delete it.

8.3.1 Authorize your Customer Service Twitter Accounts

You need to execute a one-time Twitter Oauth for your “customer service” Twitter account(s)

in order to reply to Tweets. This is a standard Twitter model that grants permission for

Buzzient to send out your Tweets. A user can authorize one or many Twitter accounts.

There are two ways to access authorization. First, make sure you are not already logged in

to Twitter.

1. If you have enabled the Buzzient Admin screens, the Social Channels tab in User

Admin View is where you authorize Twitter account(s).

Figure: Authorize a Twitter account for responding


2. If you have not (or do not intend to) enabled and exposed the Buzzient Admin

screens, the one-time authorization is still easy.

• If you have not authorized yet, the first time you click on “Reply” to a

Tweet in a Service Request you will see a link on the screen to configure

a Twitter account. Clicking on it will launch the Admin screen.

3. Click on the “Add Twitter” button. You will see this screen pop up.

Figure: Twitter Oauth

4. Click the “Click Here to Connect” button.

• If the next Twitter authorization screen does NOT include fields for your

Twitter credentials, that means you are already logged in to Twitter. If so, log

out and start this authorization again.

• If the next Twitter authorization screen DOES include fields for your Twitter

credentials, use the Twitter username/password combination for your

“customer service” Twitter account and click “Authorize App”.

Figure: Twitter Oauth

5. In a few seconds you will be redirected to a confirmation screen indicating successful

authorization. Note, this process logged you into Twitter. If you do not wish to

remain logged in as that Twitter user, open Twitter and log out.


8.3.2 (If needed) Create a “customer” Twitter account

If you do not have a Twitter account you can use for testing purposes, create one.

8.3.3 Send a “customer” Tweet and engage

1. Send a Tweet containing one of your keywords from the “customer” Twitter account.

2. Buzzient will harvest this and you should see it in your All Posts view (keep

refreshing it.) Latency will vary, but you will typically see it within 1-5 minutes.

• Remember to have the correct Brand selected on the All Posts page. In

Buzzient terminology your keyword = Brand in the user interface.

3. Once it appears, mouse over it and click “Create Service Request.”

4. Open that newly created service request and in the Social Media Response area,

click “Reply on Twitter”. Type in a reply and send it.

5. In a completely different browser, login to Twitter as the “customer”, go to the

@Connect menu and you will see your Tweet with the customer service response.

• By “completely different browser” we mean if you are using IE for Siebel, use

Chrome or Firefox for this step.

• That is because the customer vs. customer service Twitter sessions can

become confused within the same browser. It is simply a function of how

browsers tend to hold sessions open.

6. Be sure to click Reply on the response and message back to customer service.

7. Go back to the service request. Buzzient is listening for incoming replies and you

should see the return reply within 1-5 minutes. You must refresh the SR in order to

refresh the Social Media Response area.

8. You can continue the back and forth for as long as you wish, but successfully getting

to this point shows successful engagement.

9. If desired you can reset everything and re-use the Tweet. To do so go to the SR:

• Mouse over the Social Media Response area to activate the options.

• Click on the “Reset CRM Status” link. This will remove the engagement

entries in the Buzzient database and unlink the post from the SR.

• Delete the service request itself.

• Login to Twitter as the “customer” and delete the Tweet and reply(ies.)

• Login to Twitter as the “customer service” account and delete the reply(ies.)


9 Appendix A

The objects listed in the table below are new and modified objects created for the integration.

These objects can be imported from the archive zip file associated with this whitepaper. The

new objects are in a project called, Social Media.

9.1 Business Components

9.1.1 Contact Social Profiles

A contact within the Siebel application can have many social profiles, I.e. Twitter and

Facebook accounts. In order to satisfy this requirement, a new business component is

created against the S_CONTACT_XM table to hold these profiles.

Business Component

Name Project Search Specification Table

SM Contact Social Profile Social Media [Type] = 'Social Profile' S_CONTACT_XM

Business Component Fields

Name Column Calculated Value Predefault Value

Author ATTRIB_34

Author Link NAME

Community ATTRIB_03

Author Link URL "<A HREF='" +[Author Link] + "'

target=_blank>" + [Author Link] + "</A>"

Type TYPE Social Profile


9.1.2 Service Request

The following changes are made to the Service Request Business Component.

Business Component


Service Request Social Media


Name Column Calculated Value Predefault

Value Join

SM Abstract X_ABSTRACT

SM Author X_AUTHOR

SM Author Id X_AUTHOR_ID

SM Author Link X_AUTHOR_LINK

SM Author Link URL "<A HREF='" +[SM Author Link] + "'

target=_blank>" + [SM Author Link] + "</A>"

SM Blog Id X_BLOG_ID

SM Community X_COMMUNITY

SM Community Id X_COMMUNITY_ID

SM Community Mgr First Name FST_NAME S_CONTACT

SM Community Mgr Full Name

IIf (Language () = "JPN" OR Language ()

= "CHS" OR Language () = "CHT" OR

Language () = "KOR", [SM Community Mgr

Last Name] + ' ' + [SM Community Mgr First

Name], [SM Community Mgr First Name] + ' '

+ [SM Community Mgr Last Name])

SM Community Mgr Id X_COMM_MGR_ID

SM Community Mgr Last Name LAST_NAME S_CONTACT

SM First Name X_SM_FST_NAME

SM Language X_LANGUAGE

SM Last Name X_SM_LAST_NAME

SM Post Id X_POST_ID

SM Post Link X_POST_LINK

SM Post Link URL "<A HREF='" +[SM Post Link] + "'

target=_blank>" + [SM Post Link] + "</A>"


SM Publish Date X_PUBLISH_DT

SM Sentiment X_SENTIMENT

SM Service Id "Serv" + [Id]

SM Subject X_SUBJECT

SM Symbolic URL All Posts "SocialMediaAllPosts"

SM Symbolic URL Single Post "SocialMediaSinglePost"

SM Topic X_TOPIC

SM Vertical Id X_VERTICAL_ID

Business Component Join

Table

S_CONTACT

Joins Specification

Name Destination Column Source Field

SM Community Mgr Id ROW_ID SM Community Mgr Id

9.1.3 AnalyticsSSO

The following changes are made to the AnalyticsSSO Business Component. Business

Component


AnalyticsSSO Social Media


Name Column Calculated Value Predefault Value

SM Symbolic URL All Posts "SocialMediaAllPosts"

SM Dashboard URL "SocialMediaDashboard"


9.2 Link Object

A new link is created to associate many social profiles to a Contact.

Name Project Parent Business

Component

Child Business

Component Destination Field

Cascade

Delete

Contact/SM Contact

Social Profile Social Media Contact SM Contact Social Profile Contact Id Delete

9.3 Business Object

The following new Business Objects are created:

9.3.1 SM Service Request Business Object

Name Project Primary Business Component Query List Business Component

SM Service Request Social Media Service Request Query List

Bus Comp Link

Contact

SM Contact Social Profile Contact/SM Contact Social Profile

Service Request

9.3.2 SM Social Profile Business Object


SM Social Profile Social Media SM Contact Social Profile Query List

Bus Comp Link

SM Contact Social Profile

The following changes to existing Business Objects:

9.3.3 Contact Business Object


Contact Social Media Contact Query List

Bus Comp Link

AnalyticsSSO

SM Contact Social Profile Contact/SM Contact Social Profile


9.4 Integration Objects

New integration objects are required for both inserting a new record and also searching to

see if the social profile exists.

9.4.1 SM Service Request IO

Name Project Base Object Type External Name XML Tag

SM Service Request IO Social Media Siebel Business Object Service Request ListOfServiceRequestSMIo

Integration Component properties:

External

Name

Context

Name

Parent

Integration

Component

External

Name

External

Sequence Cardinality

XML

Container

Element

XML

Sequence XML Tag

Service

Request

Service

Request

Service

Request 1 Zero or More

10,001

Service

Request

Action Action Service Request Action 2 Zero or More ListOfAction 10,002 Action

Integration Component "Service Request" Fields:

Name * Data Type * Length * Type * XML Style XML Tag

Area DTYPE_TEXT 30 Data Element Area

Conflict Id DTYPE_ID 30 System Element ConflictId

Contact First Name DTYPE_TEXT 50 Data Element ContactFirstName

Contact Id DTYPE_ID Data Element ContactId

Contact Last Name DTYPE_TEXT 50 Data Element ContactLastName

Created By Name DTYPE_TEXT 50 Data Element CreatedByName

Description DTYPE_TEXT Data Element Description

INS Area DTYPE_TEXT 30 Data Element INSArea

INS Product DTYPE_TEXT 50 Data Element INSProduct

INS SR Type DTYPE_TEXT 30 Data Element INSSRType

INS Sub-Area DTYPE_TEXT 30 Data Element INSSub-Area

Integration Id DTYPE_TEXT 30 Data Element IntegrationId

Opened Date DTYPE_UTCDATETIME Data Element OpenedDate

Priority DTYPE_TEXT 30 Data Element Priority


SM Abstract DTYPE_TEXT 200 Data Element Summary

SM Author DTYPE_TEXT 50 Data Element Author

SM Author Id DTYPE_INTEGER Data Element AuthorId

SM Author Link DTYPE_TEXT 500 Data Element AuthorLink

SM Blog Id DTYPE_TEXT 50 Data Element BlogId

SM Community DTYPE_TEXT 50 Data Element Community

SM Community Id DTYPE_NUMBER Data Element CommunityId

SM Community Mgr Id DTYPE_TEXT 15 Data Element CommunityMgrId

SM Language DTYPE_TEXT 20 Data Element Language

SM Post Id DTYPE_TEXT 50 Data Element PostId

SM Post Link DTYPE_TEXT 500 Data Element PostLink

SM Publish Date DTYPE_UTCDATETIME Data Element PublishDate

SM Sentiment DTYPE_TEXT 100 Data Element Sentiment

SM Topic DTYPE_TEXT 150 Data Element Topic

SM Vertical Id DTYPE_TEXT 15 Data Element VerticalId

SR Id DTYPE_ID Data Element SRId

SR Number DTYPE_TEXT 64 Data Element SRNumber

SR Open Date DTYPE_TEXT Data Element SROpenDate

SR Sub Type DTYPE_TEXT 30 Data Element SRSubType

SR Type DTYPE_TEXT 30 Data Element SRType

Source DTYPE_TEXT Data Element Source

* Also reflects the values for properties pre-fixed with "External"

Integration component field user properties:

IC Field User Prop Name User Prop Value

Area PICKLIST Y

Contact Last Name PICKLIST Y

INS Area PICKLIST Y

INS Product PICKLIST Y

INS Sub-Area PICKLIST Y


Priority PICKLIST Y

SR Sub Type PICKLIST Y

SR Type PICKLIST Y

Integration Component Keys:

Name Key Sequence Number Key Type

User Key: 1 1 User Key



Integration Component Key Field values:

User Key Name Field Name Sequence

User Key: 1 SR Id SR Id 1

User Key: 2

Description Description 1

INS Product INS Product 2

User Key: 3

SM Author Id SM Author Id 1

SM Community SM Community 2

SM Publish Date SM Publish Date 3

Integration Component "Action" - Integration Component Fields:


Activity UID DTYPE_TEXT 30 Data Element ActivityUID

Comment DTYPE_TEXT 1500 Data Element Comment

Description DTYPE_TEXT 100 Data Element Description

Id DTYPE_ID 30 Data Element Id

Planned DTYPE_TEXT 30 Data Element ActivityDate


Status DTYPE_TEXT 30 Data Element Status

Type

DTYPE_TEXT

30

Data

Element

Type



Integration Component Key values:



For "User Key: 1", Integration Component Key Field values:

Name Field Name Sequence

Activity UID Activity UID 1

Integration Object User Property values:

Name Value

AllLangIndependentVals N

XMLTagNamespace http://www.siebel.com/xml/Service%20Request%20SM%20IO

XSDTypeNamespace http://www.siebel.com/xml/Service%20Request%20SM%20IO

9.4.2 SM Action IO

Integration Objects with the following properties:


SM Action IO Social Media Siebel Business Object Action ListOfSmActionIo

Integration Component with the following properties:

External

Name

Context

Name

Parent

Integration

Component

External

Name

External


XML

Container

Element

XML

Sequence

XML

Tag

Action Action Service

Request Action 2 SM Action IO ListOfAction 10,001 Action

Integration Component "Action", Integration Component Fields:


Activity SR Id DTYPE_ID Data Element SRId

Activity UID DTYPE_TEXT 30 Data Element ActivityUID

Comment DTYPE_TEXT 1500 Data Element Comment


Description DTYPE_TEXT 100 Data Element Description

Id DTYPE_ID 30 Data Element Id

Lead Id DTYPE_ID Data Element LeadId

Planned DTYPE_TEXT 30 Data Element ActivityDate


Status DTYPE_TEXT 30 Data Element Status

Type DTYPE_TEXT 30 Data Element Type





Integration Component Key field values:

User Key Name Field Name Sequence

User Key: 1 Activity UID Activity UID 1



Status Key: 1 1 Status Key

Integration Component Key Field values:

Status Key Name Field Name Sequence

Status Key: 1 Id Id 1


Name Value


XMLTagNamespace http://www.siebel.com/xml/SM%20Action%20IO

XSDTypeNamespace http://www.siebel.com/xml/SM%20Action%20IO


9.4.3 SM Social Profile IO

Integration Objects with the following properties:


SM Social Profile IO Social Media Siebel Business Object SM Social Profile IO ListOfSMSocialProfileIo

Integration Component properties:

External

Name

Context

Name

Parent

Integration

Component

External

Name

External


XML

Container

Element

XML

Sequence XML Tag

SM

Contact

Social

Profile

SM

Contact

Social

Profile

SM Contact

Social Profile

SM

Contact

Social

Profile

1 Zero or More ListOfAction 10,001 SMContactSocialProfile

Integration Component "Action", Integration Component Fields:


Author Link DTYPE_TEXT 100 Data Element System

Community DTYPE_TEXT 30 Data Element Community

Conflict Id DTYPE_ID 30 System Element ConflictId

Contact Id DTYPE_ID

Data Element ConflictId

Created DTYPE_TEXT 30 System Element Created

Created By DTYPE_TEXT 30 System Element CreatedBy

Id DTYPE_ID 30 System Element Id

Mod Id DTYPE_ID 30 System Element ModId

Type DTYPE_TEXT 30 Data Element Type

Updated DTYPE_TEXT 30 System Element Updated

Updated By DTYPE_TEXT 30 System Element UpdatedBy

operation DTYPE_TEXT 30 System System Operation

searchspec DTYPE_TEXT 250 System System Updated



Name Value


XMLTagNamespace http://www.siebel.com/xml/SM%20Social%20Profile%20IO

XSDTypeNamespace http://www.siebel.com/xml/SM%20Social%20Profile%20IO


9.5 Business Service

9.5.1 SM Activity WS

A new Business Service is required to add Activities to the Service Request object. Business

Service with the following properties:

Name Project Class Display Name

SM Activity WS Social Media CSSEAIDataSyncService SM Activity WS

Business Service Method properties:

Name Display Name

InsertOrUpdate InsertOrUpdate

Business Service Method Arguments:

Name Data Type Integration Object Type Storage Type Optional Display Name

SiebelMessage Integration

Object SM Action IO Input / Output Hierarchy

Activity Interface

StatusObject String

Input Property True Status Object

Business Service User Properties:

Name Value

Application Services Interface Y

Internal Integration Object SM Action IO


9.6 Applet Objects

New Applets have been created and existing applets modified to display the various Social

Media Profile and Activity information.

Existing Applets have been changed as follows:

9.6.1 Service Request Detail Applet

Name Project

Service Request Detail Applet Service (SSV)

Applet Controls

Name Caption - String

Override Field

HTML Display

Mode

HTML

Type Read Only Runtime

SM Abstract SM Abstract TextArea N N

SM Author Author SM Author EncodeData Text N N

SM Author Link Author Link SM Author Link EncodeData Text N Y

SM Author Link URL SM Author Link URL SM Author Link URL DontEncodeData Field Y Y

SM Blog Id Blog Id SM Blog Id EncodeData Text N N

SM Community Community SM Community EncodeData Text Y N

SM Community Id Community Id SM Community Id EncodeData Text N N

SM Community Mgr

Full Name Community Mgr SM Community Mgr Full Name EncodeData Text N N

SM Community Mgr Id Community Mgr Id SM Community Mgr Id EncodeData Text N N

SM Language Language SM Language EncodeData Text N N

SM Post Id Post Id SM Post Id EncodeData Text N N

SM Post Link Post Link SM Post Link EncodeData Text N Y

SM Post Link URL Post Link URL SM Post Link URL DontEncodeData TextArea Y Y

SM Publish Date Publish Date SM Publish Date EncodeData Text N Y

SM Sentiment Sentiment SM Sentiment EncodeData Text N N

SM Topic Topic SM Topic EncodeData Text Y N

SM URL Test SM URL Test SM URL Test DontEncodeData Field Y Y


The following new Applets are created:

9.6.2 SM All Posts Applet

Name Project Business Component Title

SM Contact Social Profile Social Media AnalyticsSSO Social Media

Applet Controls

Name

Caption -

String

Override

Field HTML Display Mode HTML


SM URL SM URL SM Symbolic URL All Posts DontEncodeData Text N Y

Applet Web Template

Name Web Template HTML Display Mode HTML Type Read Only Runtime

Base Analytics Applet DontEncodeData Text N Y

9.6.3 SM Dashboard Applet


SM Dashboard Applet Social Media AnalyticsSSO Social Media

Applet Controls

Name

Caption -

String

Override



SM URL SM URL SM Dashboard URL DontEncodeData Text N Y

Applet Web Template




9.6.4 SM Response Applet


SM Response Applet Social Media Service Request Social Media

Applet Controls

Name

Caption -

String

Override



SM URL SM URL SM Symbolic URL Single Post DontEncodeData Text N Y

Applet Web Template



9.6.5 SM Social Profile List Applet


SM Contact Social Profile Social Media SM Contact Social Profile Social Profiles

Applet List Columns

Name Display Name -

String Override Field HTML Display Mode

HTML


Author Author Author EncodeData Text N N

Author Link URL Author Link URL Author Link URL DontEncodeData Link N Y

Community Community Community EncodeData Text N Y

Applet Web Template


Edit List Applet List (Base/EditList) DontEncodeData Text N Y


9.7 View Object

9.7.1 SM Contact Social Profile

A new View is required to display the various Social Profiles a Contact may have. New View

with the following properties:

Name Project Business Object

SM Contact Social Profile Social Media Contact

View Web Template with the following properties:

Name Web Template

Base View Detail (Parent with Pointer)

View Web Template Items with the following properties:

Name Item Identifier Applet Applet Mode

Contact Form Applet 1 Contact Form Applet Edit

SM Social Profile List Applet 2 SM Social Profile List Applet Edit List

9.7.2 SM Service Request Response View

A new View is required to display the console window in order to respond to a Service

Request. New View with the following properties:


SM Service Request Response View Social Media Service Request


Name Web Template

Base View Detail



Service Request Detail Applet 1 Service Request Detail Applet Edit

SM Response Applet 2 SM Response Applet Base


9.7.3 SM All Posts View

A new View is available to display the console window showing all Social Media posts. New

View with the following properties:


SM All Posts View Social Media Analytics SSO BO


Name Web Template

Base View Basic



SM All Posts Applet 1 SM All Posts Applet Base

9.7.4 SM Dashboard View

A new View is available to display the console window showing the Social Media Dashboard.

New View with the following properties:


SM Dashboard Social Media Analytics SSO BO


Name Web Template

Base View Basic



SM Dashboard Applet 1 SM Dashboard Applet Base


9.8 Screen Object

The following new Screen is created:

9.8.1 SM All Posts Screen

New Screen with the following properties:

Name Project Viewbar Text Override Default View

SM All Posts Screen Social Media Social Media SM All Posts View

Screen View and its corresponding properties:

Name View Type Display In Page Viewbar Text Override Menu Text - String

Override

SM All Posts View SM All Posts View Aggregate View Y All Posts All Posts

SM Dashboard SM Dashboard Aggregate View Y Dashboard Dashboard

The following existing Screens are modified as follows:

9.8.2 Service Requests Screen

Screen with the following properties:


Service Request Screen Social Media Social Media SM All Posts View


Name View Type Display In Page Viewbar Text Override Menu Text - String

Override



9.8.3 Contacts Screen

Screen with the following properties:


Contacts Screen Social Media Social Media SM All Posts View


Name View Type Display In Page Viewbar Text Override Menu Text - String Override


9.9 Application Object

The new Screen can be added to the relevant Application object by adding the Screen to the

Screen Menu Item. If you want a tab for the new Screen, add the new Screen object to the

Page Tab. Remember to compile this Application object to reflect the changes.

9.10 Table Object

9.10.1 Service Request Table (S_SRV_REQ)

New Columns are added to the existing Service Request Table. These columns will hold

information about the captured social media content.

Name Physical Type Length

X_ABSTRACT Varchar 200

X_AUTHOR_LINK Varchar 500

X_AUTHOR Varchar 500

X_AUTHOR_ID Number 22 with Precision(22), Scale(7)

X_BLOG_ID Varchar 15

X_COMMUNITY Varchar 50

X_COMMUNITY_ID Number 22 with Precision(22), Scale(7)

X_COMM_MGR_ID Varchar 15

X_LANGUAGE Varchar 20

X_POST_ID Varchar 15


X_POST_LINK Varchar 500

X_PUBLISH_DT UTC Date Time 7

X_SENTIMENT Varchar 100

X_TOPIC Varchar 150

X_VERTICAL_ID Varchar 15

X_SUBJECT Varchar 50

X_SM_FST_NAME Varchar 50

X_SM_LAST_NAME Varchar 50

9.11 Workflow Object

9.11.1 SM Update SR with New Contact

Process Name

Project

Workflow Mode

Business Object

SM Update SR with New Contact

Social Media

Service Flow

SM Service Request

Process Properties

Name In/Out Default Data Type Integration Object

Author In String

AuthorLink In String

Community In String

ContactInfo In String

Error Code Out String

Error Message Out String

NewContactId Out String

Object Id In String

Process Instance Id None String

Siebel Operation Object Id None String


Create New Contact (Siebel Operation)

Business Component Name Operation

Contact Create New Contact Insert

Field Input Arguments

Field Name Type Property Name

First Name Process Property ContactInfo

Last Name Process Property ContactInfo

Output Arguments

Property Name Type Output Argument

NewContactId Expression [&Siebel Operation Object Id]

Add Social Profile (Siebel Operation)


SM Contact Social Profile Add Social Profile Insert



Author Process Property Author

Author Link Process Property AuthorLink

Community Process Property Community

Update SR (Siebel Operation)


Service Request Update SR Update



Contact Id Process Property NewContact Id


9.11.2 SM Update Service Request

Process Name Project Workflow Mode Business Object

SM Update Service Request Social Media Service Flow SM Service Request

Process Properties

Name In/Out Default Data Type

ContactId In String


Error Message None String

Object Id In String

Process Instance Id None String

Siebel Operation Object Id None String

Update SR (Siebel Operation)


Service Request Update SR Update



Contact Id Process Property Contact Id


9.11.3 SM Service Request

Process Name Project Workflow Mode Business Object

SM Service Request Social Media Service Flow

Process Properties

Name In/Out Default Data Type Integration Object

AssignedEmployeeId None String

Author None String

AuthorLink None String

Community None String

ContactId Out String


Error Message Out String

NewSRId Out String

Object Id None String

Process Instance Id Out String

ServiceProfileRecords None String

ServiceProfileXML None Integration Object SM Social Profile IO

Siebel Operation Object Id Out String

UseAssignmentManager None true String

XMLIncoming In Integration Object SM Service Request IO


Insert New SR (Business Service)

Business Service Method Business Service Name Name

Upsert EAI Siebel Adapter Insert New SR

Input Arguments

Input Argument Type Property Name

Siebel Message Process Property XMLIncoming

Output Arguments


NewSRId Output Argument PrimaryRowId

Use Assignment Manager (Decision Point) No - Condition

Name Type

No Default

Yes - Condition

Compare To Operation Object Values

Process Property All Must Match (Ignore Case) UseAssignmentManager true

Assign Employee (Business Service)


Assign Synchronous Assignment Manager Requests Assign Employee

Input Arguments

Input Argument Type Value Property Name

AsgnObjName Literal Service Request

ObjRowId Process Property NewSRId


Output Arguments


AssignedEmployeeId Output Argument reply

Get SR Data (Business Service)


Lookup EAI Dispatch Service Get SR Data

Input Arguments

Input Argument Type Value Property Name

RuleSet Literal Social Media SR Info

SiebelMessage Process Property XMLIncoming

Output Arguments


AuthorLink Output Argument AuthorLink

Community Output Argument Community

Author Output Argument Author

Search Social Profile (Business Service)


Query EAI Siebel Adapter Search Social Profile

Input Arguments

Input Argument Type Value

OutputIntObjectName Literal SM Social Profile IO

SearchSpec Expression "[SM Contact Social Profile.Author Link] Like '" + [&AuthorLink] + "'"


Output Arguments

Property Name

Type

Output Argument

ServiceProfileRecords

Output Argument

NumOutputObjects

ServiceProfileXML

Output Argument

SiebelMessage

Profile Found (Decision Point) No - Condition

Name Type

No Default

Yes - Condition

Compare To Operation Object Values

Process Property Greater Than ServiceProfileRecords 0

Process Property Is Not Null NewSRId

Get Contact Id (Business Service)


Lookup EAI Dispatch Service Get Contact Id

Input Arguments

Input Argument Type Value

RuleSet Literal Social Media Social Profile Info

SiebelMessage Process Property ServiceProfileXML

Output Arguments


ContactId Output Argument ContactId


SM Update Service Request (Sub Process)

Name Subprocess Name

Add Contact to SR SM Update Service Request

Input Arguments

Subprocess Input Type Property Name

Object Id Process Property NewSRId

ContactId Process Property ContactId

Output Arguments


ContactId Output Argument ContactId

SM Update Service Request (Sub Process)

Name Subprocess Name

New Contact-Update SR SM Update SR with New Contact

Input Arguments

Subprocess Input Type Property Name

ContactInfo Process Property Author

Object Id Process Property NewSRId

Community Process Property Community

Author Process Property Author

AuthorLink Process Property AuthorLink

Output Arguments


ContactId Output Argument NewContactId


10 Appendix B

The objects listed in the tables below are new objects and changes created for the Apikey

solution which facilities storing individual Apikeys for individual users that are then used in the

Siebel CRM Buzzient integration.

10.1 Business Components

10.1.1 Employee

1. In Siebel Tools, locate the Business Component object called "Employee"

2. Lock the object and change the Project to "Social Media"

3. Navigate to the 'Employee' Business Component

4. Create a new Field with the following properties:

Name Join Column

SM API Key S_CONTACT_X ATTRIB_03

Note: The above table and column is only an example. You may have to select a different

column or create a new table column extension.

10.1.2 Personalization Profile

1. In Siebel Tools, locate the Business Component object called " Personalization

Profile"

2. Lock the object and remember to compile it when you have made modifications.

3. Create a new Field with the following properties:

Name Join Column

SM API Key S_CONTACT_X ATTRIB_03

Note: The above table and column should reflect the same table and column used in the

Employee Business Component.


10.2 Applets

10.2.1 User Profile Form Applet

1. In Siebel Tools, locate the Applet object called "User Profile Form Applet"

2. Lock the object and remember to compile it when you have made modifications.

3. Create two new Controls with the following properties:

Name Caption - String

Override Field

HTML

Type

HTML

Width

HTML

Only

Text

Alignment

SM API Key Buzzient API Key SM API Key Text 120 Left

SM Social Media Info Social Media

Information

FormSection 240 True Right

4. Add the two new Controls to the Applet Web Template, this allows the unique

Apikey to be stored for each user.


11 Troubleshooting

AREA DESCRIPTION

Workflow Processes Make sure the Workflow Processes are activated in Administration - Business

Process -> Workflow Deployment

Workflow Processes If attempting to 'Publish/Activate' Workflows and receiving error 'SBL-DAT-00225'

then you may need to compile the 'Social Media' project first into the SRF being

used by Siebel Tools.

Screen Make sure the Screen is added to the Application (i.e. Siebel Universal Client).

LOV If Activities do not get created, check the LOVs. For Social Media there should be

two, type TODO_TYPE:

"Social Media - Inbound" and "Social Media - Outbound". Both have order 0,

put instead 67 and 68. Both need to have Parent LIC as "General" - Type:

TODO_TYPE.

Clear the Cache.

Also make sure the dash between "Social Media - Inbound" and "Social Media -

Outbound" is the regular dash (not something long that comes from Word)

Screen Make sure the view "SM Service Request Response View" is on the right Screen.

The default archive file might publish it to a different Screen than the one

configured for your implementation and so it might not show up altogether.

Web Services For the Inbound Web Services, make sure you use your company external IP and

provide that to Buzzient. The port needs to be part of the web services URL and

open to allow traffic from Buzzient.

Make sure that the virtual directory you use (eai_anon_XXX) is configured

correctly in the eapps.cfg file to use the appropriate Object Manager (eai_XXX)

Do not generate the WSDL until after you have clicked “Clear Cache”

Buzzient siebel78 implementation_guide

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