Introduction to Oracle Siebel CRM On Demand Webservices


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An introduction into how webservices are used with Oracle's Siebel CRM On Demand (OD). OD is a CRM SaaS solution which rarely stands alone. So, integration is key. Ebicus BV specializes in this field since CRM On Demand started, several years ago. Ebicus is a Market Leader in implementing and supporting Oracle Siebel CRM On Demand.

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Introduction to Oracle Siebel CRM On Demand Webservices

  1. 1. Ebicus Web Services On Demand An introduction to the usage of web services with Oracle CRM On Demand
  2. 2. Web Services – What are they? Some Business Definitions of Web Services  Web services are self-contained business functions that operate over the Internet.  A Web service is a piece of functionality taken from a company's business processes or infrastructure ... made accessible over the Internet ...quot; Slightly Technical Definitions of Web Services  Web services access programmatic functionality over open protocols using XML and HTTP ...quot;  Using HTTP [Internet], programs executing on one machine can allow remote programs, even web-pages, to access (or Consume) well defined business functions. 2 © 2006 Ebicus BV
  3. 3. Web Services On Demand (WSOD)  What are Web Services On Demand?  Oracle CRM On Demand Functionality Exposed over the Internet for Customer Consumption  Oracle CRM On Demand Integration Interfaces that adhere to industry standard Web Services protocols (SOAP/XML based)  More Information  Oracle 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: WSOD 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. 3 © 2006 Ebicus BV
  4. 4. Web Services – What can I do with them?  Web Service Provider  Offer up business services through a programmatic interface for other people to access over the internet (or network)  CRM On Demand is a Web Services Provider (i.e. we offer interfaces for other people to use)  Web Service Consumer  A program that uses Web Services functions provided by a service provider  CRM On Demand is NOT a Web Services Consumer – We don’t currently go out and invoke another application’s Web Services  Other Notes  Web Services are Platform and Operating System Independent  Web Services are programmatic interfaces and do not have a user interfaces  People build applications and User Interfaces to make use (or consume) of Web Services 4 © 2006 Ebicus BV
  5. 5. Web Services Architecture Other Applications Desktop Application Internet Query Update Oracle CRM Web Custom Integration Services On Demand Application Middleware APIs Create Delete Enterprise Application 5 © 2006 Ebicus BV
  6. 6. Integration Scenarios  The following scenarios are very simple examples of how customers can use web service with CRM On Demand to solve business and technology problems.  ALL of these examples will require the customer to develop or alter their application code. 6 © 2006 Ebicus BV
  7. 7. Integration Scenario: Web Based Data Capture  Scenario 1 – Web Lead Capture  Customer has a web page where people can enter their email address and name to request more product information  Sample Solution  The customer web page can be modified to automatically use WSOD to insert the new contact into Oracle CRM On Demand as a Lead  Scenario 2 – Web Based Service Request Entry  Customer has a web page where their contacts can create a help ticket online with a description  Sample Solution  The customer web page can be changed to take the customer ID number and look them up in the OD (CRM On Demand) database  A Service Request can then be inserted into OD under that contact 7 © 2006 Ebicus BV
  8. 8. Integration Scenarios  Scenario – OnPremise Application Integration  Customer has an On Premise (not on demand) application that handles their complex order entry process and they want to integrate it with OD so it can get customer information for shipping  Potential Solution  On Premise application takes the customer ID and queries the Contact object to retrieve the address and phone number data from OD  Scenario – Daily Summary Emails  A customer currently has an On Premise application that sends a daily summary to each sales rep in the morning and they want to include a list of new opportunities  Potential Solution  Using Web Services, the On Premise application can query for a a list of new opportunities for each user and add them to the email. 8 © 2006 Ebicus BV
  9. 9. Technical Information  Internet Security  All communications are encrypted using SSL (mininum 128 bit)  Data Security  Applications must login using a valid UserID and Password over HTTPS  Role security is enforced based on the logged in user  All of the interfaces have been tested to ensure that company privacy is strictly enforced  Limiters  Oracle CRM On Demand Web Services have limiters to prevent system overload (limited request rates, and limited request sizes) 9 © 2006 Ebicus BV
  10. 10. Ebicus Service Approach to Integration  What design steps does Ebicus perform to supply integration needs?  We first identify functional needs and perform a functional design  Our dedicated CRM On Demand team defines a technical solution, considering existing capabilities, commercial off the shelf solutions and customized options, optimizing your time and budget  We support your architecture, using “point to point” or “hub and spoke” integration models, either “real time” or “batch” integration  How to proceed?  We always use Development and Test Phases before going live. Ebicus can host your integration services. We provide ongoing support and maintenance. We deliver training and facilitate your data and application migration process. 10 © 2006 Ebicus BV
  11. 11. Thank you. More information at:  For more information:  Call Carolien Graafsma or Huub van Rijswijck at: +31 (0)20 48.68.146  Or visit: 11 © 2006 Ebicus BV
  12. 12. Ebicus is an official Oracle partner. Ebicus and its logos are trademarked by Ebicus BV, Amsterdam.. “Siebel”, “CRM On Demand”, “Oracle” and “Oracle Partner” are trademarks of Oracle, Other names and brands may be claimed as the property of others. Information regarding third party products is provided solely for educational purposes. Ebicus is not responsible for the performance or support of third party products and does not make any representations or warranties whatsoever regarding quality, reliability, functionality, or compatibility of these devices or products. Copyright ©2009 by Ebicus BV, Amsterdam. All rights reserved + 31(0)20 48.68.146 12 © 2006 Ebicus BV