CRM On Demand Integration Capabilities Joerg Wallmueller CRM Sales

Copyright ©2007, Oracle. All rights reserved. Oracle Confidential Introduction to Integration Web Server Business Logic Layer User Interface Layer OLTP

Copyright ©2007, Oracle. All rights reserved. Oracle Confidential Internet Query Update Create Delete EAI Web Serv er CRM On Demand Web Service API’s HTTPS/SOAP Hosted Environment Custom ApplicationsOLTP Middleware Server Enterprise Application Custom Application 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: What is Offered Business Functions Offered – Update Data – Query Data – Insert Data – Delete Data – List of Values (Only Partial) Special Notes – Most of the functions can execute against a small batch of items – RowID and ExternalID (used during imports) are exposed in most of the objects – Custom Fields are exposed

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 Server Business Logic Layer User Interface Layer OLTP 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 CRMERPSCMHRMS 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 Architecture SOA Content Fusion Middleware

Copyright ©2007, Oracle. All rights reserved. Oracle Confidential CampaignMgmtLeadMgmtOrderFulfillmentOrderCapture Oppty / AccountMgmt AR / Financials Best of Breed Campaign-to-Cash Applications Integration Architecture (AIA) Fusion Middleware EBS | Siebel CRM On Premise | CRM On Demand Example: End-to-End Business Process Integration

Copyright ©2007, Oracle. All rights reserved. Oracle Confidential CampaignMgmtLeadMgmtAccountOpenOriginationCapture Oppty / AccountMgmt AR / Financials Best of Breed Credit Origination to Account Open Applications Integration Architecture (AIA) Fusion 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 BPEL OD 1 OD 2 OD N 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 BPEL OD 1 OD 2 OD N OP Opportunity to Quote 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 EBS Fusion Middleware/BPEL Transform On Demand Request/Reply Process Synchronization Process XSL Transform Common Object Transform Cross Reference Indexing Common Error Handling i-Flex G-Log *SAP *SAP connectors available now Application Integration Architecture Oracle DB Portal Siebel CRM On Demand Oracle Warehouse Builder Siebel CRM Oracle EBS Extract Load TransformSiebel Oracle EBS * Enables initial Customer & Product load

Copyright ©2007, Oracle. All rights reserved. Oracle Confidential CRM On Demand Q & A

Copyright ©2007, Oracle. All rights reserved. Oracle Confidential