A C R M W H I T E PA P E R                                                                                                ...
About The Author    Simon Wang is a Project Manager in Perficient’s China Global Delivery Center. He is a Certified    Scr...
This white page introduces five practical integration solutions:      • Queue Manager      • Web Integration      • Embedd...
Steps 1. Configure Queue   Go to Admin > Integration Event Administration > Integration Event Queue Management >   New Que...
3. Develop and Deploy the Queue Manager Application         Queue Manager is usually designed as a standalone back-end app...
Details  1. Configure web link or custom button  • Web link    Go to Admin > Application Customization > Record Type > Rec...
• Custom Button  Go to Admin > Application Customization > Record Type > Record Type Web Applet > New.  Create a web apple...
Best Practices      • Get SSO token from the CRM On Demand page and send to web server for verification. Get        the cu...
Sample of embedded web applet:  2. Develop and deploy the web application    Embedded Web Applets are designed as a web ap...
Solution 4: DATA CONVERSION    Overview    When CRM On Demand goes live it is often necessary to load initial data (e.g. A...
Details  1. Extract data from source systems to the staging area    The first step is to determine what data is in the sou...
At the end of each data conversion a status report should be sent to the appropriate adminis-         trator. The status r...
Figure 5 - Flow of a Mail Response Integration with CRM On Demand.                                    Five Practical Solut...
Details  1. Configure workflow when a new SR saved     Go to Admin > Workflow Configuration > New. Create a workflow with ...
SUMMARY   The five solutions covered in this paper are flexible and lightweight technical solutions that best fit   the in...
Upcoming SlideShare
Loading in …5
×

Five Practical Solutions for Integrating with Oracle CRM On Demand

8,017 views

Published on

Oracle CRM On Demand offers a Web Service interface that allows customers to access their hosted
data from any Web Services-enabled client. This paper provides an overview of a Web Services based integration architecture and details five (5) practical solutions that enable integration with CRM On Demand.

Published in: Technology, Business
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
8,017
On SlideShare
0
From Embeds
0
Number of Embeds
9
Actions
Shares
0
Downloads
321
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Five Practical Solutions for Integrating with Oracle CRM On Demand

  1. 1. A C R M W H I T E PA P E R APRIL 2011 Five Practical Solutions for Integrating with Oracle CRM On Demand SUBSCRIBE TO PERFICIENT BLOGS ONLINE www.Perficient.com/SocialMedia BECOME A FAN OF PERFICIENT ON FACEBOOK www.Facebook.com/Perficient FOLLOW PERFICIENT ON TWITTER www.Twitter.com/Perficient DOWNLOAD PERFICIENT WHITE PAPERS www.Perficient.com/WhitePapers Copyright © 2007-2011 Perficient, Inc. All rights reserved. This material is or contains Proprietary Information, Confidential Information and/or Trade Secrets of Perficient, Inc. Disclosure to third parties and or any person not authorized by Perficient, Inc. is prohibited. Use may be subject to applicable non-disclosure agreements. Any distribution or use of this material in whole or in part without the prior written approval of Perficient, Inc. is prohibited and will be subject to legal action.
  2. 2. About The Author Simon Wang is a Project Manager in Perficient’s China Global Delivery Center. He is a Certified Scrum Master/Developer, Six Sigma Green Belt and has more than ten years’ experience in the IT industry. Simon specializes in project management, CRM and business intelligence solutions, process improvement and distributed delivery using the Agile methodology. Simon Wang simon.wang@perficient.comABSTRACT Overview Oracle CRM On Demand offers a Web Service interface that allows customers to access their hosted data from any Web Services-enabled client. This paper provides an overview of a Web Services- based integration architecture and details five (5) practical solutions that enable integration with CRM On Demand. Introduction to Oracle CRM On Demand Integration Oracle CRM On Demand is a comprehensive, scalable and fast-to-deploy CRM solution based on the SaaS model. Pre-built record types and out of the box (OTB) functionality enables customers to begin leveraging CRM On Demand as quickly as an account is created. The Web Services framework built into CRM On Demand allows customers to integrate to existing applications to support their business processes and functional requirements. To the right is a basic diagram depicting the CRM On Demand architecture. Figure 1 – High-Level Integrated CRM Architecture Five Practical Solutions for Integrating with Oracle CRM On Demand t 2
  3. 3. This white page introduces five practical integration solutions: • Queue Manager • Web Integration • Embedded Web Applet • Data Conversion • Mail ResponseSolution 1: QUEUE MANAGER Overview CRM On Demand offers a special web service called the Integration Event Queue. This web service queues all the messages, which follow a ‘first-in, first-out’ manner. The message is sent by a CRM On Demand workflow when specific rules are met. These rules are configured in a workflow that assigns an action to insert a message into the Integration Event Queue (IEQ). The IEQ and workflow features enable a standalone application running on an integration server to manage data in CRM On Demand. This standalone application is called Queue Manager. Queue Manager can read the Integration Event Queue at defined intervals and can obtain the record type name, row ID and workflow name, and then proceed with defined business logic. Finally, the process deletes the message from IEQ. Queue Manager fits in some scenarios when follow-up back-end operations are required after a user’s action. Figure 2 - Queue Manager Integration with CRM On Demand Five Practical Solutions for Integrating with Oracle CRM On Demand t 3
  4. 4. Steps 1. Configure Queue Go to Admin > Integration Event Administration > Integration Event Queue Management > New Queue 2. Configure Workflow Go to Admin > Workflow Configuration > New. Create a workflow under Action > Create Integration Event. Configure this action to select the fields being monitored and sent to the Integration Event Queue. Five Practical Solutions for Integrating with Oracle CRM On Demand t 4
  5. 5. 3. Develop and Deploy the Queue Manager Application Queue Manager is usually designed as a standalone back-end application running on an integration server. It can be developed by Java, .NET or any other programming language. Queue Manager is executed at defined intervals determined by how quickly Queue Manager needs to process the message sent from a workflow (i.e. every five minutes). There are scheduler tools that can be integrated with Queue Manager, such as Quartz written in Java and Windows Scheduler written in .NET. Error reports with detailed data can be generated into log files and then sent notification to administrators for troubleshooting and correction. Log files can be configured as daily archived logs or published at a web URL for easy download. Best Practices Deploy one Queue Manager instance to process one event queue. There can be more than one type of event from different workflows as long as workflow name is part of the message.Solution 2: WEB INTEGRATION Overview CRM On Demand offers powerful customization in the Admin global link. Administrators can create new custom Web Link fields and custom buttons in a web applet. These web links and custom buttons enable CRM On Demand to provide an entry for custom web application out of CRM On Demand. The custom web application can be triggered with parameters passed from the current row of the record type when a user clicks a web link or a custom button. Web integration is typically used in scenarios where user interaction is required. Figure 3 shows the flow of a Web Integration with CRM On Demand. Figure 3 - Flow of a Web Integration with CRM On Demand Five Practical Solutions for Integrating with Oracle CRM On Demand t 5
  6. 6. Details 1. Configure web link or custom button • Web link Go to Admin > Application Customization > Record Type > Record Type Field Setup > New Field. Create a new field with type “Web Link”. Edit the Web Link and point the link to the custom web application, with the parameters. Sample of a Web Link: Five Practical Solutions for Integrating with Oracle CRM On Demand t 6
  7. 7. • Custom Button Go to Admin > Application Customization > Record Type > Record Type Web Applet > New. Create a web applet with type HTML. Choose HTML and JavaScript to generate the buttons and implement the action when a user clicks the buttons.A sample of custom buttons:2. Develop and deploy the web application Web integration is designed as a web application that is running on an integration server. It can be developed by Java, .NET or any other programming language. The integration server should be available from the internet. Normally there will be a popup window after a user clicks the web link or custom button. If there is a user interface, it is recommended to build the popup page theme the same as CRM On Demand. If there is no user interface, it’s better to have a progress bar if it takes a while to finish and then close itself automatically. Any error with detailed data should be outputted into log files and then send to administrators for troubleshooting and correction. Log files can be configured as a daily archived log or published at a web URL for easy download. Five Practical Solutions for Integrating with Oracle CRM On Demand t 7
  8. 8. Best Practices • Get SSO token from the CRM On Demand page and send to web server for verification. Get the current user’s session through SSO token to update the record. • Display friendly error message and suggested correction actions if any error occurs occur.Solution 3: EMBEDDED WEB APPLET Overview While Web Integration introduces how to create a web applet in CRM On Demand, Embedded Web Applets leverage HTML tags <iframe> to create an embedded web applet in CRM On Demand page. This approach allows the custom functions to behave the same as the original CRM On Demand and provides a consistent user experience. Embedded Web Applets apply to scenarios where you need to introduce a custom section in a record type related section where the data in this section needs to be loaded together with the record type page. Additionally, it allows a user to directly manage the data in this record type page. Details 1. Configure web applet Go to Admin > Application Customization > Record Type > Record Type Web Applet > New. Create a web applet with type URL. Enter the URL that outputs the HTML code within the <iframe> tag. Five Practical Solutions for Integrating with Oracle CRM On Demand t 8
  9. 9. Sample of embedded web applet: 2. Develop and deploy the web application Embedded Web Applets are designed as a web application that runs on an integration server. It can be developed by Java, .NET or any other programming language. The integration server should be available from the internet. Again, it is recommended to build the web applet theme the same as CRM On Demand. Any error with detailed data should be outputted into log files and then send to administrators for troubleshooting and correction. Log files can be configured as a daily archived log or published at a web URL for easy download.Best Practices • Avoid loading too much data initially. Display the web applet as soon as CRM On Demand loads. • Pop up friendly error message and suggested correction actions if any error occurs. Five Practical Solutions for Integrating with Oracle CRM On Demand t 9
  10. 10. Solution 4: DATA CONVERSION Overview When CRM On Demand goes live it is often necessary to load initial data (e.g. Account, Contact, Products, etc.) as well as to keep this data synchronized in real time with its source systems. CRM On Demand offers a data import function in the Admin global link, although this feature is not able to import data automatically from the back end. The data import function requires administrator involvement. Data Conversion is designed as a standalone application running on integration server with a defined schedule. The data conversion function reads data placed in the staging area from source systems interface. Data format can be in various formats such as interface tables, flat files, and web services. Figure 4 shows the flow of Data Conversion integrating with CRM On Demand. Figure 4 - Flow of Data Conversion Integrating with CRM On Demand Five Practical Solutions for Integrating with Oracle CRM On Demand t 10
  11. 11. Details 1. Extract data from source systems to the staging area The first step is to determine what data is in the source systems, as well as the data’s location. Next, determine the strategy to extract data from the source system and transform it to the staging area. The data format in the staging area is flexible, making both source system extraction and CRM On Demand import convenient (e.g. interface table in database and flat files). 2. Develop the data mapping and conversion rules A critical step in data conversion is to document the requirements around data mapping and conversion rules. The table below illustrates a sample of data mapping and conversion rules. 3. Develop and deploy the data conversion application Data conversion is typically designed as a standalone back end application that is running on an integration server. It can be developed by Java, .NET or any other programming languages. For the initial data load, data conversion is executed once to import all the data. For data synchronization, data conversion is executed at defined time intervals determined by how quickly data conversion needs to synchronize data between source systems and CRM On Demand. A number of scheduler tools are available in the marketplace to set up the data synchronization process. Five Practical Solutions for Integrating with Oracle CRM On Demand t 11
  12. 12. At the end of each data conversion a status report should be sent to the appropriate adminis- trator. The status report should include at the very least the start time, end time, number of records processed, number of successful records, and number of failed records. Any errors should be outputted into log files then sent to administrators for troubleshooting and correction. Log files can be configured as a daily archived log or published at a web URL for easy download. Best Practices • Create an Activity with the status information in CRM On Demand and associate the Activity with administrators so that they are able to view the status on the home page as soon as they log in to CRM On Demand.Solution 5: MAIL RESPONSE Overview The Service Request and Activity, Account, and Contact record types in CRM On Demand provide the core functionality of a lightweight CRM Call Center. Providing an approach to allow customers to send mail to update a service request automatically makes the CRM Call Center more flexible. Typically, CRM On Demand is configured to send the notification with a FROM mail address (e.g. mycase@example.com) and specific mail subject including the SR# to customer when an SR has been created. The customer can reply to the mail with updates or attachments. Mail Response is a standalone back end application running on integration server to monitor this mailbox. This function reads the new mail subject and validates if a SR# exists in CRM On Demand. If yes, Mail Response creates a new Activity and Attachment that is associated to the SR. If the SR# does not exist in the application, Mail Response can be configured to simply skip the new mail and move to another folder. Figure 5 shows the flow of a Mail Response integration with CRM On Demand. Five Practical Solutions for Integrating with Oracle CRM On Demand t 12
  13. 13. Figure 5 - Flow of a Mail Response Integration with CRM On Demand. Five Practical Solutions for Integrating with Oracle CRM On Demand t 13
  14. 14. Details 1. Configure workflow when a new SR saved Go to Admin > Workflow Configuration > New. Create a workflow with an Action > Create Send Mail. Create the email template that it is sent to the customer. There should be a fixed pattern with the SR# in the mail subject and the correct FROM email address provided to allow a customer reply. 2. Develop and deploy the mail response application Mail Response is typically designed as a standalone backend application that is running on an integration server. It can be developed by Java, .NET or any other programming languages. Mail Response is executed on defined time intervals and decides how quickly Mail Response needs to process the new mail in the Inbox. Any Queue Manager errors should be reported with detailed data and outputted into log files sent to administrators for troubleshooting and correction. Log files can be configured as daily archived logs or published at a web URL for easy download.Best Practices • Design the mail subject pattern identification mechanism to be flexible. It should be config- urable and easy to update without code change. • Filter out auto-reply (e.g. out of office mail or spam mails) responses. Five Practical Solutions for Integrating with Oracle CRM On Demand t 14
  15. 15. SUMMARY The five solutions covered in this paper are flexible and lightweight technical solutions that best fit the integration architecture of Oracle CRM On Demand. While Web Services is a key to Oracle CRM On Demand integration, we can look at other Service Oriented Architecture (SOA) solutions (e.g. SOA middleware, BPEL, etc.) for other solutions, as long as the customer’s business needs are satisfied. Five Practical Solutions for Integrating with Oracle CRM On Demand t 15

×