CRM On Demand Integration Capabilities Joerg Wallmueller CRM Sales.
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Transcript of CRM On Demand Integration Capabilities Joerg Wallmueller CRM Sales.
CRM On Demand Integration Capabilities
Joerg Wallmueller
CRM Sales
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
Introduction to Integration
Web ServerWeb Server
Business Logic LayerBusiness Logic Layer
User Interface LayerUser Interface Layer
OLTPOLTP
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
InternetInternet
Query Update
Create Delete
EAIEAI
WeWeb b
SerServerver
CRM On Demand
WebServiceAPI’s HTTPS/SOAP
Hosted Environment Custom Applications
OLTPOLTP
MiddlewareServer
EnterpriseApplication
CustomApplication
Web Services: Architecture
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
Web Services: On Demand (WSOD)
• What are Web Services On Demand?–Siebel CRM On Demand Functionality Exposed over the Internet
for Customer Consumption
–Siebel CRM On Demand Integration Interfaces that adhere to industry standard Web Services protocols (SOAP/XML based)
• More Information–Siebel CRM On Demand is a Web Services Provider
–Customers can use any industry standard tool (including .NET, Java, VB etc) to build applications that will use WSOD
PLEASE NOTE: Web Services On Demand is not a feature that can be used on it’s own. It is a programming interface. It requires the customer to build or buy an application that
will make Use of those interfaces.
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
Web Services
• Generates WSDL for configured records not just out of the box data
• Full Create / Read / Update / Delete (CRUD) access to all data records
• Handles Complicated Parent-Child relationships
• Session-based access for security and performance
• Web Services secured over HTTPS
• Support for User data to allow for automated provisioning of new users, deactivating old users, and monitoring usage, password setting, etc.
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
Web Services: SCOD Objects Supported
• Account– Account Team (Query only)
– Activity
– Assets
– Notes
• Contacts– Activities
– Notes
• Opportunities– Activities
– Notes
• Solutions
• Campaigns– Activities
– Notes
• Service Requests– Audit Trail (Query only)
– Activities
– Notes
• Leads– Activities
• Users (current user only)– Quota
– Sign-In History
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
Web Services Security
• Standards-based XML/SOAP message format
• All communications are encrypted with Secure Sockets Layer (SSL) for security
– Minimum 128-bit encryption
• Assess is session-based, requiring authentication with a valid CRM On Demand Sign In ID and password
– Every access requires passing the authenticated session ID
– Inactive sessions are closed automatically after a period of inactivity
• Data visibility and access same as for UI access– Permissions are re-checked every time data is accessed
• Full audit trail of web service calls is available to company administrator
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
Outbound Event Notification
• Allows CRM On Demand to message external applications about events
• Events remain on queue until received by external application – no lost events if external application is down.
• Events can be generated by workflow based upon both events (e.g., record updated) and conditions (e.g. order status = “committed”)
• Does not require customer to open hole in firewall for CRM On Demand
Web ServerWeb Server
Business Logic LayerBusiness Logic Layer
User Interface LayerUser Interface Layer
OLTPOLTP
Application
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
How do I … Make web services calls to CRM OD?
• To build an application that uses web services…
• First, export the WSDL for the object you want to synchronize
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
How do I … Make web services calls to CRM OD?
• Importing WSDL into dev tool creates complete set of classes and methods
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
How do I … Make web services calls to CRM OD?
• Methods provide full set of Query / Insert / Update / Delete functions:
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
CRM ERP SCM HRMS
Web Services
Role Based UI, Task Flow, Analytics etc: Process Worker, Knowledge Worker
Oracle AIA Orchestrates End-to-End Business Processes
Business Process Orchestration (BPEL)
Application Integration ArchitectureApplication Integration Architecture
SOA Content
Fusion Middleware
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
CampaignCampaignMgmtMgmt
LeadLead
MgmtMgmtOrder Order
FulfillmentFulfillmentOrder Order
CaptureCapture
Oppty / Oppty /
AccountAccount
MgmtMgmt
AR /AR /FinancialsFinancials
Best of Breed Campaign-to-CashBest of Breed Campaign-to-Cash
Applications Integration Architecture (AIA)Applications Integration Architecture (AIA)Fusion MiddlewareFusion Middleware
EBS | Siebel CRM On Premise | CRM On Demand
Example: End-to-End Business Process Integration
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
CampaignCampaignMgmtMgmt
LeadLead
MgmtMgmtAccountAccount
OpenOpenOriginationOrigination
CaptureCapture
Oppty / Oppty /
AccountAccount
MgmtMgmt
AR /AR /FinancialsFinancials
Best of Breed Credit Origination to Account OpenBest of Breed Credit Origination to Account Open
Applications Integration Architecture (AIA)Applications Integration Architecture (AIA)Fusion MiddlewareFusion Middleware
Example: End-to-End Business Process Integration
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
Siebel CRM On Demand Process Integration Pack for Siebel CRM – Initial Release
OP
BPELBPEL
OD1 OD2 ODN
Bi-directional Data Sync:
Accounts
Contacts
Opportunities
Products (OP published to OD)
• Based on Siebel 7.8 & Siebel CRM On Demand R15
• Bi-Directional Data Integration:
- Account
- Contact
- Opportunity
• One-Way Product Data Integration (OP-to-OD)
• 1:Many OP-to-OD Instance Integration
Initial Release
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
• Support for Siebel 8.x
• Bi-Directional Data Integration for Users, Leads, Notes, Tasks, Attachments, Assets and Service Requests
• Hybrid OD-OP Team Collaboration
• Enhanced Data Quality Management
• Incentive Compensation Integration
• Global Forecasting
• Business Process Integration:
- Opportunity-to-Quote (OD-OP)
- Lead-to-Cash (OD-OP-EBS)
Roadmap Considerations
BPELBPEL
OD1 OD2 ODN
OP
Op
po
rtu
nit
y to
Qu
ote
Lead to Cash
Siebel CRM On Demand Process Integration Pack for Siebel CRM – Roadmap
Users
Service Requests
Bi-directional Data Sync:
Accounts
Contacts
Opportunities
Products (OP published to OD)
Leads (with Siebel 8.x)
Notes
Tasks
Attachments
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
Oracle EBSOracle EBSFusion Middleware/BPEL
Transform
On Demand Request/Reply Process
Synchronization Process
XSL
TransformCommon
ObjectTransform
Cross Reference Indexing
Common Error Handling
i-Flex
G-Log
*SAP
*SAP connectors available now
Application Integration Architecture
Oracle DBOracle DB
Portal
Siebel CRMSiebel CRMOn DemandOn Demand
Oracle Warehouse Builder
Siebel CRM Oracle EBSExtractLoad
Transform
SiebelSiebel Oracle Oracle EBSEBS
* Enables initial Customer & Product load
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential
CRM On DemandQ & A
Copyright ©2007, Oracle. All rights reserved. Oracle Confidential