Buzzient – Siebel 7.8 Implementation Guide
Updated: July 2013

Table of Contents
1

Executive Overview ......................
9.3

Business Object.........................................................................................................
1 Executive Overview
This document details the steps to integrate Oracle Siebel CRM 7.8.x with Buzzient, an
Oracle Gold Pa...
2 Introduction
Buzzient Enterprise automatically harvests, stores, analyzes and integrates social media
content based on y...
At a high level, a typical Buzzient-Siebel flow includes these main steps.
1. Buzzient filters inbound posts. Filter crite...
3 Functionality
The functionality enabled from this Buzzient-Siebel integration is illustrated below.

3.1 Contacts Social...
3.3 Service Request Social Media Response View
The Social Media Response view allows the user to make a response via Buzzi...
3.4 Social Media Screen - All Posts View
The All Posts view allows a social media administrator, community manager or any ...
4 Implementation and Configuration Steps
4.1

High-level Steps
This high-level diagram assumes Customer already has an ava...
4.2 Prerequisites and Required Information
1. Specific Web Services must be enabled for your Siebel CRM instance and be re...
5 Configuration Overview
This integration provides new Workflow Processes for Service Requests. The Workflow
Processes cal...
Once the new and modified objects have been compiled and deployed, an Application
Administrator will need to add the new V...
6 Security Considerations
The concept detailed in this white paper does not include a secure Single Sign On integration
be...
2. Under the Trusted sites, click the Sites button and add to the list of Trusted sites:
a. Buzzient (http://customer.buzz...
7 Siebel Configuration Steps
7.1 Siebel Tools
1. Project Object

Create a new a project to associate all new objects as we...
4. Workflow Processes
1. In Siebel Tools, locate the following Workflow Processes:

•

SM Service Request

•

SM Update SR...
7.2 Siebel Application
The following changes are performed by an administrator in the Siebel application

7.2.1 EAI Dispat...
6. Assignment Manager (Optional)

Assignment Manager is an optional configuration. Assignment Manager would allow
automati...
4. On the Operations applet, create a new record and populate the following

properties:
Name

Method Display Name

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

properties:
Name

Method Display Name

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

following properties:
Name

URL

Fixup Name

S...
9. Adding a Buzzient Filter Screen

It is recommended that to add custom Filters in Buzzient from within the Siebel Applic...
7.3 Available Buzzient Administration and Statistical Pages:
Suggested Name
(SM = Social
Media)

URL

SM Analytics

http:/...
Share of Voice
SM Share of
Voice

http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&apikey=[[apikey...
8 Test
After the Siebel modifications are completed, WSDL has been downloaded and sent to
Buzzient and one or more Siebel ...
8.2 Test Service Request Creation
Next, test creating a Service Request. You will not be responding to any real posts in t...
8.3 Test Engagement
In order to test engagement it is suggested that you either use your own Twitter account or
create tes...
2. If you have not (or do not intend to) enabled and exposed the Buzzient Admin
screens, the one-time authorization is sti...
8.3.2 (If needed) Create a “customer” Twitter account
If you do not have a Twitter account you can use for testing purpose...
9 Appendix A
The objects listed in the table below are new and modified objects created for the integration.
These objects...
9.1.2 Service Request
The following changes are made to the Service Request Business Component.
Business Component
Name

P...
SM Publish Date

X_PUBLISH_DT

SM Sentiment

X_SENTIMENT

SM Service Id

"Serv" + [Id]

SM Subject

X_SUBJECT

SM Symbolic...
9.2 Link Object
A new link is created to associate many social profiles to a Contact.
Name

Project

Parent Business
Compo...
9.4 Integration Objects
New integration objects are required for both inserting a new record and also searching to
see if ...
SM Abstract

DTYPE_TEXT

200

Data

Element

Summary

SM Author

DTYPE_TEXT

50

Data

Element

Author

SM Author Id

DTYP...
Priority

PICKLIST

Y

SR Sub Type

PICKLIST

Y

SR Type

PICKLIST

Y

Integration Component Keys:
Name

Key Sequence Numb...
Integration Component Key values:
Name

Key Sequence Number

Key Type

User Key: 1

1

User Key

For "User Key: 1",Integra...
Description

DTYPE_TEXT

100

Data

Element

Description

Id

DTYPE_ID

30

Data

Element

Id

Lead Id

DTYPE_ID

Data

El...
9.4.3 SM Social Profile IO
Integration Objects with the following properties:
Name

Project

Base Object Type

External Na...
9.5 Business Service
9.5.1 SM Activity WS
A new Business Service is required to add Activities to the Service Request obje...
9.6 Applet Objects
New Applets have been created and existing applets modified to display the various Social
Media Profile...
The following new Applets are created:

9.6.2 SM All Posts Applet
Name

Project

Business Component

Title

SM Contact Soc...
9.6.4 SM Response Applet
Name

Project

Business Component

Title

SM Response Applet

Social Media

Service Request

Soci...
9.7 View Object
9.7.1 SM Contact Social Profile
A new View is required to display the various Social Profiles a Contact ma...
9.7.3 SM All Posts View
A new View is available to display the console window showing all Social Media posts. New
View wit...
9.8 Screen Object
The following new Screen is created:

9.8.1 SM All Posts Screen
New Screen with the following properties...
9.8.3 Contacts Screen
Screen with the following properties:
Name

Project

Viewbar Text Override

Default View

Contacts S...
X_POST_LINK

Varchar

500

X_PUBLISH_DT

UTC Date Time

7

X_SENTIMENT

Varchar

100

X_TOPIC

Varchar

150

X_VERTICAL_ID...
Create New Contact (Siebel Operation)
Business Component

Name

Operation

Contact

Create New Contact

Insert

Field Inpu...
9.11.2 SM Update Service Request
Process Name

Project

Workflow Mode

Business Object

SM Update Service Request

Social ...
9.11.3 SM Service Request
Process Name

Project

Workflow Mode

SM Service Request

Social Media

Business Object

Service...
Insert New SR (Business Service)
Business Service Method

Business Service Name

Name

Upsert

EAI Siebel Adapter

Insert ...
Output Arguments
Property Name

Type

Output Argument

AssignedEmployeeId

Output Argument

reply

Get SR Data (Business S...
Output Arguments
Property Name

Type

Output Argument

ServiceProfileRecords

Output Argument

NumOutputObjects

ServicePr...
SM Update Service Request (Sub Process)
Name

Subprocess Name

Add Contact to SR

SM Update Service Request

Input Argumen...
10 Appendix B
The objects listed in the tables below are new objects and changes created for the Apikey
solution which fac...
10.2 Applets
10.2.1 User Profile Form Applet
1. In Siebel Tools, locate the Applet object called "User Profile Form Applet...
11 Troubleshooting
AREA

DESCRIPTION

Workflow Processes

Make sure the Workflow Processes are activated in Administration...
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Buzzient siebel78 implementation_guide

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Implementation Guide to integrate Buzzient Social CRM with Oracle Siebel 7.8. This is the only Social CRM integration for Siebel v7

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Buzzient siebel78 implementation_guide

  1. 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 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 4 Contacts Social Profile View ................................................................................................... 6 Social Media Screen - Dashboard View................................................................................... 8 Implementation and Configuration Steps ...................................................................................... 9 4.1 4.2 5 High-level Steps ..................................................................................................................... 9 Prerequisites and Required Information............................................................................... 10 Configuration Overview ............................................................................................................... 11 5.1 5.2 Siebel Application ................................................................................................................. 12 5.3 6 Siebel Tools .......................................................................................................................... 12 Importable Files .................................................................................................................... 12 Security Considerations ............................................................................................................... 13 6.1 6.2 7 Storing user-specific Buzzient Apikeys ................................................................................. 13 Internet Explorer Browser Settings ....................................................................................... 13 Siebel Configuration Steps .......................................................................................................... 15 7.1 7.2 Siebel Application ................................................................................................................. 17 7.3 8 Siebel Tools .......................................................................................................................... 15 Available Buzzient Administration and Statistical Pages: ..................................................... 23 Test ............................................................................................................................................. 25 8.1 8.2 Test Service Request Creation ............................................................................................ 26 8.3 9 Test Connectivity .................................................................................................................. 25 Test Engagement ................................................................................................................. 27 Appendix A .................................................................................................................................. 30 9.1 Business Components .......................................................................................................... 30 9.2 Link Object............................................................................................................................ 33 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 1
  2. 2. 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 2
  3. 3. 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 service@buzzient.com. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 3
  4. 4. 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) © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 4
  5. 5. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 5
  6. 6. 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 6
  7. 7. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 7
  8. 8. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 8
  9. 9. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 9
  10. 10. 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 10
  11. 11. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 11
  12. 12. 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 12
  13. 13. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 13
  14. 14. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 14
  15. 15. 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 15
  16. 16. 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 16
  17. 17. 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 17
  18. 18. 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&SW EExtSource=SecureW ebService SOAP_DOC_LITERAL © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 18
  19. 19. 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. 5. 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, amending the Address URL accordingly: Name Type Business Service/Business Process Transport Address Binding SMActivityWS Business Service SM Activity W S HTTP http://yourserver.domain.com/eai_a non_enu/start.swe&SW EExtCmd= Execute&SW EExtSource=Secure WebService SOAP_DOC_LITERAL 6. On the Operations applet, create a new record and populate the following: Name Method Display Name Authentication Type SMActivityInsertOrUpdate InsertOrUpdate Username/Password - clear text 7. 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 populate the following properties, amending the Address URL accordingly: Name Type Business Service/Business Process Transport Address Binding SMLead Workflow Process SM Lead HTTP http://yourserver.domain.com/eai_anon_enu /start.swe&SWEExtCmd=Execute&SWEExt Source=SecureW ebService SOAP_DOC_LITERAL © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 19
  20. 20. 8. On the Operations applet, create a new record and populate the following properties: Name Method Display Name Authentication Type 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 following properties: 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 Provided by Buzzient, for each user apikey Constant Argument Type = Constant, with a hardcoded Apikey could be used for testing purposes. Y If storing Apikeys against each Siebel user, the value would be: Argument Type: Profile Attribute Argument Value: SM API Key serviceid Field SM Service Id N crmtype Constant 6 Y IFrame Size Command IFrame Height = 650 W idth = '100%' Y Note: The above values may be required to be adjusted © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 20
  21. 21. 4. In the applet Symbolic URL Administration, create a new record with the following properties: Name URL Fixup Name SSO Disposition 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 Provided by Buzzient, for each user 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 Argument Value: SM API Key crmtype Constant 6 Note: The above values may be required to be adjusted 6. In the applet Symbolic URL Administration, create a new record with the following properties: Name URL Fixup Name SSO Disposition SocialMediaDashboard http://customer.buzzient.com/buzzient/dashboard InsideApplet IFrame 7. In the applet Symbolic URL Arguments, create new records with the following: Name Argument Type Argument Value Provided by Buzzient, for each user 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 Argument Value: SM API Key crmtype Constant 6 (specific for Siebel CRM) Note: The above values may be required to be adjusted © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 21
  22. 22. 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: Name Argument Type Argument Value Provided by Buzzient, for each user 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 Argument Value: SM API Key crmtype Constant 6 (set specific for Siebel CRM, CRM On Demand is 3) Note: The above values may be required to be adjusted 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 22
  23. 23. 7.3 Available Buzzient Administration and Statistical Pages: Suggested Name (SM = Social Media) URL SM Analytics http://customer.buzzient.com/buzzient/crmnav?apikey=[[apikey]]&crmtype=6 SM Dashboard http://customer.buzzient.com/buzzient/dashboard?apikey=[[apikey]]&crmtype=6 SM Posts Buzzient Screen http://customer.buzzient.com/buzzient/getolposts?defaultbrand&sortby=new&apikey=[[apikey]]&crmtype=6 Consolidated Dashboard Posts Daily Sentiment for the past 30 days: Brand Sentiment SM Sentiment 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 Daily Sentiment Trends for the past 30 days: SM Sentiment Trends 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 Daily Volume Trends for the past 30 days: Brand Volume Trend Lines http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&volume&trendtype=daily&a pikey=[[apikey]&crmtype=6 SM Volume 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 Daily Positive/Negative Post Volume for the past 30 days: Positive / Negative Post Volume SM Volume PosNeg Posts 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 23
  24. 24. Share of Voice SM Share of Voice http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&apikey=[[apikey]]&crmtype=6 Daily Share of Voice Trends for the past 30 days: Share of Voice Trends http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&trendtype=daily&apikey=[[a pikey]&crmtype=6 SM Share Trends 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 SM Report Sched http://customer.buzzient.com/buzzient/report?scheduler&apikey=[[apikey]]&crmtype=6 SM My Reports http://customer.buzzient.com/buzzient/report?summary&apikey=[[apikey]]&crmtype=6 SM Filters http://customer.buzzient.com/buzzient/configurealerts?apikey=[[apikey]]&crmtype=6 SM My Filters http://customer.buzzient.com/buzzient/configurealerts?showalerts&apikey=[[apikey]]&crmtype=6 SM Admin http://customer.buzzient.com/buzzient/userselfedit?apikey=[[apikey]]&crmtype=6 Report Scheduler My Reports Add a Filter My Filters Admin © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 24
  25. 25. 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 service@buzzient.com and include a screenshot of the error. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 25
  26. 26. 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 service@buzzient.com 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 service@buzzient.com and include a screenshot of the error. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 26
  27. 27. 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 27
  28. 28. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 28
  29. 29. 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.) © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 29
  30. 30. 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 Author ATTRIB_34 Author Link NAME Community Calculated Value Predefault Value ATTRIB_03 "<A HREF='" +[Author Link] + "' Author Link URL Type © 2013 Buzzient, Inc. target=_blank>" + [Author Link] + "</A>" TYPE Social Profile Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 30
  31. 31. 9.1.2 Service Request The following changes are made to the Service Request Business Component. Business Component Name Project Search Specification Service Request Table Social Media Business Component Fields Name Column SM Abstract X_AUTHOR SM Author Id X_AUTHOR_ID SM Author Link Predefault Value X_ABSTRACT SM Author Calculated Value Join X_AUTHOR_LINK "<A HREF='" +[SM Author Link] + "' SM Author Link URL 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 IIf (Language () = "JPN" OR Language () = "CHS" OR Language () = "CHT" OR Language () = "KOR", [SM Community Mgr SM Community Mgr Full Name 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 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 S_CONTACT "<A HREF='" +[SM Post Link] + "' SM Post Link URL © 2013 Buzzient, Inc. target=_blank>" + [SM Post Link] + "</A>" Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 31
  32. 32. 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 Name Project Search Specification AnalyticsSSO Table Social Media Business Component Fields Name Column Calculated Value SM Symbolic URL All Posts "SocialMediaAllPosts" SM Dashboard URL Predefault Value "SocialMediaDashboard" © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 32
  33. 33. 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 Name Project Primary Business Component Query List Business Component 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 Name Project Primary Business Component Query List Business Component Contact Social Media Contact Query List Bus Comp Link AnalyticsSSO SM Contact Social Profile © 2013 Buzzient, Inc. Contact/SM Contact Social Profile Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 33
  34. 34. 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 Service Request Service Request Action Action Parent Integration Component External Sequence Cardinality Service Request Service Request External Name 1 Zero or More Action 2 Zero or More XML Container Element XML Tag 10,001 ListOfAction XML Sequence Service Request 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 Data Element Priority © 2013 Buzzient, Inc. 30 Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 34
  35. 35. 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 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 64 * Also reflects the values for properties pre-fixed with "External" Integration component field user properties: IC Field User Prop Name Area PICKLIST Contact Last Name PICKLIST INS Area PICKLIST INS Product PICKLIST Y INS Sub-Area PICKLIST Y © 2013 Buzzient, Inc. User Prop Value Y Y Y Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 35
  36. 36. 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 User Key: 2 2 User Key User Key: 3 3 User Key Integration Component Key Field values: User Key Name Field Name Sequence User Key: 1 SR Id SR Id 1 Description Description 1 INS Product INS Product 2 SM Author Id SM Author Id 1 SM Community SM Community 2 SM Publish Date SM Publish Date 3 User Key: 2 User Key: 3 Integration Component "Action" - Integration Component Fields: Name * Data Type * Length * Type * XML Style XML Tag 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 Priority DTYPE_TEXT 30 Data Element Priority Status DTYPE_TEXT 30 Data Element Status Type DTYPE_TEXT 30 Data Element Type * Also reflects the values for properties pre-fixed with "External" © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 36
  37. 37. Integration Component Key values: Name Key Sequence Number Key Type User Key: 1 1 User Key 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: Name Project Base Object Type External Name XML Tag 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 Sequence Cardinality 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: Name * Data Type * Activity SR Id DTYPE_ID Activity UID DTYPE_TEXT Comment DTYPE_TEXT © 2013 Buzzient, Inc. Length * Type * XML Style XML Tag Data Element SRId 30 Data Element ActivityUID 1500 Data Element Comment Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 37
  38. 38. 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 Priority DTYPE_TEXT 30 Data Element Priority Status DTYPE_TEXT 30 Data Element Status Type DTYPE_TEXT 30 Data Element Type * Also reflects the values for properties pre-fixed with "External" Integration Component Key values: 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 Activity UID Activity UID 1 Integration Component Key values: Name Key Sequence Number Key Type Status Key: 1 1 Status Key Integration Component Key Field values: Status Key Name Field Name Sequence Status Key: 1 Id Id 1 Integration Object User Property values: Name Value AllLangIndependentVals N XMLTagNamespace http://www.siebel.com/xml/SM%20Action%20IO XSDTypeNamespace http://www.siebel.com/xml/SM%20Action%20IO © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 38
  39. 39. 9.4.3 SM Social Profile IO Integration Objects with the following properties: Name Project Base Object Type External Name XML Tag 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 Sequence Cardinality 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: Name * Data Type * Length * Type * XML Style XML Tag 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 * Also reflects the values for properties pre-fixed with "External" Integration Object User Property values: Name Value AllLangIndependentVals N XMLTagNamespace http://www.siebel.com/xml/SM%20Social%20Profile%20IO XSDTypeNamespace http://www.siebel.com/xml/SM%20Social%20Profile%20IO © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 39
  40. 40. 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 W S Social Media CSSEAIDataSyncService SM Activity W S Business Service Method properties: Name Display Name InsertOrUpdate InsertOrUpdate Business Service Method Arguments: Name Data Type Integration Object Type Storage Type SiebelMessage Integration Object SM Action IO Input / Output Hierarchy StatusObject String Input Property Optional Display Name Activity Interface True Status Object Business Service User Properties: Name Value Application Services Interface Y Internal Integration Object SM Action IO © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 40
  41. 41. 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 SM Abstract Field HTML Display Mode Read Only Runtime TextArea SM Abstract HTML Type 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 41
  42. 42. 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 Type Read Only Runtime 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 Name Project Business Component Title SM Dashboard Applet Social Media AnalyticsSSO Social Media Applet Controls Name Caption String Override Field HTML Display Mode HTML Type Read Only Runtime SM URL SM URL SM Dashboard URL 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 42
  43. 43. 9.6.4 SM Response Applet Name Project Business Component Title SM Response Applet Social Media Service Request Social Media Applet Controls Name Caption String Override Field HTML Display Mode HTML Type Read Only Runtime SM URL SM URL SM Symbolic URL Single Post 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 9.6.5 SM Social Profile List Applet Name Project Business Component Title 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 Type Read Only Runtime 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 Name Web Template HTML Display Mode HTML Type Read Only Runtime Edit List Applet List (Base/EditList) DontEncodeData Text N Y © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 43
  44. 44. 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: Name Project Business Object SM Service Request Response View Social Media Service Request View Web Template with the following properties: Name Web Template Base View Detail View Web Template Items with the following properties: Name Item Identifier Applet Applet Mode Service Request Detail Applet 1 Service Request Detail Applet Edit SM Response Applet 2 SM Response Applet Base © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 44
  45. 45. 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: Name Project Business Object SM All Posts View Social Media Analytics SSO BO View Web Template with the following properties: Name Web Template Base View Basic View Web Template Items with the following properties: Name Item Identifier Applet Applet Mode 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: Name Project Business Object SM Dashboard Social Media Analytics SSO BO View Web Template with the following properties: Name Web Template Base View Basic View Web Template Items with the following properties: Name Item Identifier Applet Applet Mode SM Dashboard Applet 1 SM Dashboard Applet Base © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 45
  46. 46. 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: Name Project Viewbar Text Override Default View Service Request 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 46
  47. 47. 9.8.3 Contacts Screen Screen with the following properties: Name Project Viewbar Text Override Default View Contacts 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 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 © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 47
  48. 48. 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 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 © 2013 Buzzient, Inc. Default Data Type Integration Object Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 48
  49. 49. 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) Business Component Name Operation SM Contact Social Profile Add Social Profile Insert Field Input Arguments Field Name Type Property Name Author Process Property Author Author Link Process Property AuthorLink Community Process Property Community Update SR (Siebel Operation) Business Component Name Operation Service Request Update SR Update Field Input Arguments Field Name Type Property Name Contact Id Process Property NewContact Id © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 49
  50. 50. 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 Code Out String Error Message None String Object Id In String Process Instance Id None String Siebel Operation Object Id None String Update SR (Siebel Operation) Business Component Name Operation Service Request Update SR Update Field Input Arguments Field Name Type Property Name Contact Id Process Property Contact Id © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 50
  51. 51. 9.11.3 SM Service Request Process Name Project Workflow Mode SM Service Request Social Media Business Object Service Flow Process Properties Name In/Out AssignedEmployeeId None String Author None String AuthorLink None String Community None String ContactId Out String Error Code 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 Siebel Operation Object Id Out String UseAssignmentManager None XMLIncoming In © 2013 Buzzient, Inc. Default true Data Type Integration Object SM Social Profile IO String Integration Object SM Service Request IO Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 51
  52. 52. 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 Property Name Type Output Argument NewSRId Output Argument PrimaryRowId Output Arguments 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) Business Service Method Business Service Name Name Assign Synchronous Assignment Manager Requests Assign Employee Input Arguments Input Argument Type Value AsgnObjName Literal Service Request ObjRowId Process Property © 2013 Buzzient, Inc. Property Name NewSRId Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 52
  53. 53. Output Arguments Property Name Type Output Argument AssignedEmployeeId Output Argument reply Get SR Data (Business Service) Business Service Method Business Service Name Name 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 Property Name Type Output Argument AuthorLink Output Argument AuthorLink Community Output Argument Community Author Output Argument Author Search Social Profile (Business Service) Business Service Method Business Service Name Name 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] + "'" © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 53
  54. 54. 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) Business Service Method Business Service Name Name 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 Property Name Type Output Argument ContactId Output Argument ContactId © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 54
  55. 55. 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 Property Name Type Output Argument 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 Property Name Type Output Argument ContactId Output Argument NewContactId © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 55
  56. 56. 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. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 56
  57. 57. 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 SM API Key Buzzient API Key SM API Key Text 120 SM Social Media Info Social Media Information FormSection 240 HTML Only Text Alignment Left True Right 4. Add the two new Controls to the Applet Web Template, this allows the unique Apikey to be stored for each user. © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 57
  58. 58. 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” © 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 58

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