In this presentation we have explained how we can use Oracle Integration cloud to integrate EBS and Oracle Service Cloud

1. Oracle Service Cloud to EBS Integration
Design
Develop
Test
Implement
Analyze
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2. OSvC /EBS Integration - Scope
Oracle Service Cloud
Oracle E-Business Suite
Integrated SOA
gateway
OAIC
Oracle Integration Cloud
Scope - Scope of this integration is to build a process to
1. Create /Update/cancel and Book Order /Returns in On-Premise EBS from Service Cloud,
2. Sent Request from Service cloud to retrieve EBS Order details.
3. Sent Request from Service cloud to retrieve EBS BOM details.
4. Validate EBS Price Lists and Promo Code from Service Cloud.
5. Extract and Load Items details from EBS to Service Cloud.
6. Extract and Load Customer details from EBS to Service Cloud.
EBS
adapter
OSvC
adapter
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Orchestration Mapper

3. OSvC /EBS Integration – Key Components
This Integration has 3 key Components
1. Oracle Service Cloud(Right Now)
2. E-Business Suite ( On –Premise) with ISG ( Integrated SOA
Gateway)
3. Oracle Integration Cloud
1. Oracle EBS Adapter
2. Oracle Service Cloud Adapter
3. Mapper
4. Orchestration
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Oracle Service Cloud is an enterprise-grade software
solution that combines the power of contact center
applications and customer service systems in one convenient
platform.
1. Manage the timely resolution of customer inquiries across all
your channels with case management
2. Optimize your customer experience and your efficiency
3. with computer telephony integration (CTI)
4. Expand your reach and proactively monitor and engage
customers directly on social media
5. Dynamically guide agents through dialogues to provide
consistent service and answers on any channel
Oracle E-Business Suite with Integrated SOA Gateway (ISG)
Oracle EBS, it is an integrated set of business applications for automating customer
relationship management (CRM), enterprise resource planning (ERP) and supply
chain management (SCM) processes within organizations.
1. Oracle E-Business Suite Integrated SOA Gateway (ISG) is a complete set of
service infrastructure to
1. Provide
2. Consume, and
3. Administer Oracle E-Business Suite Web services.
2. ISG provides a mechanism that allows native packaged integration interface
definitions residing in Oracle Integration Repository to be further transformed into
Web services , that means Integration interfaces
• PL/SQL
• Concurrent Programs
• Java
• XML Gateways , EDI etc published in the Oracle Integration
Repository can be transformed into SOAP and REST based Web
services .
3. SOAP-based services are described in WSDLs and are deployed to the application
server for service consumption.
4. REST services described in WADLs are used for user-driven application , in this
Integration we leveraging REST services available in ISG .
In nutshell these adapters will do all heavy lifting and makes these integration quite simple

4. OSvC /EBS Integration – Key Components (OAIC)
Oracle Integration Cloud Service(ICS) is a simple but powerful integration service that helps maximize the value of your investments in both SaaS and on-premise applications. It is an
easy to use integration platform that helps users to develop, deploy, execute, manage and monitor integrations.
Oracle ICS include:
1. Adapters that enable communications (design, run and activation time) between ICS and the respective CX cloud services
2. Integration Flows that include configuration of the application end-points and data transformation mapping.
Oracle Integration Cloud Service(ICS) Offers
1. Real Time Integration
2. React to Events in ERP
3. Automate Complex File-Based Batch Imports (e.g. FBDI in Fusion ERP Cloud)
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In next slide we will explain why OAIC Adapter for EBS and OSvC are important for this integration.

5. OSvC /EBS Integration – EBS and OSvC Adapter in OAIC
Oracle EBS Adapter -
The Oracle E-Business Suite Adapter is one of many predefined adapters included with Oracle Integration Cloud
Service allowing you to securely connect and use Oracle E-Business Suite services in Oracle Integration Cloud
Service. It not only provides the connectivity between Oracle E-Business Suite and other cloud-based applications,
but also significantly simplifies the complexity of typical integration experiences, there are other way to connect,
but using ebs adapter and ISG means we have lot less to write, and we can leverage existing Interfaces/Apis
already in EBS as exposed as REST web services in ISG
Oracle E-Business Suite Adapter in Oracle Integration Cloud uses the REST services provided by Oracle E-Business
Suite Integrated SOA Gateway (ISG)
The Oracle RightNow Cloud Adapter enables you to create an integration with an Oracle RightNow Cloud application.
Integrates easily with the Oracle RightNow application’s WSDL file to produce a simplified, integration-centric WSDL.
Generates automatic mapping to the exposed business object or event subscription that you select during adapter configuration:
Supports the RightNow Object Query Language (ROQL) to query metadata information when the Oracle RightNow Cloud Adapter is configured
in the invoke direction.
Automatically handles security policy details required to connect to the Oracle RightNow Cloud application.
Provides standard error handling capabilities.
Enables you to perform CRUD (create, get, update, and destroy) operations against business objects in the Oracle RightNow Cloud application.
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6. OSvC /EBS Integration – OAIC Configuration
1. First Step in the Integration is Login to OAIC and Configure the EBS and Service
Now Adapters
2.Once Adapter are configured , Pick and configure an Orchestration from
predefined Styles , that involves
1. Connection Selection
2. configuring this endpoint
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We have picked the combination of Apps Driven Orchestration /Basic routing for this
integration.
3. Next step is to Configure Mapper to Map data between EBS and Service Cloud
application.
4. Save all the changes and Activate the Integration

7. OSvC /EBS Integration – Integration Points
EBS
DB
EBS adapter Mapper OSvC adapterOrchestration
Oracle EBS
Service Cloud
Raise Event
Event Handler
Create /Update/Book
Orders
Get Order Details
Get BOM Details
Get Pricing information
Mapper OSvC adapterOrchestration
OAIC
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Response
REST
Response
REST
Request
REST
Request
REST
High Level Integration flow

8. OSvC /EBS Integration – Integration Points
As explained in the Integration Points slide
1. REST Request from the OSvC is processed by OSvC adapter ( in OAIC) .
2. Data from the OSvC Request is Mapped and Orchestration as per the requirements and then EBS adapter processed and send the Request to EBS .
3. Once request is processed in EBS side , a REST response is send back to calling application (OSvC)
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9. OSvC /EBS Integration – Use Cases and Solution
Once activation is completed
1. Service Agent can Create /Update/cancel and Book Order /Returns in On-Premise EBS by sending REST request from Service Cloud.
2. Service Agent can retrieve EBS Order History for Customer by sending REST request from Service Cloud .
3. Service Agent can retrieve EBS BOM details (required for Configure Order) by sending REST request from Service Cloud .
4. Service Agent can Validate Promo code with EBS Advance Pricing by sending REST request from Service Cloud.
5. Service Agent extract and Load Items details from EBS to Service Cloud.
6. Service Agent extract and Load Customer details from EBS to Service Cloud.
And No EBS data will be store In service cloud side , all EBS related data will remain in EBS tables ( unless there is need to capture some key data and
Store in Service Cloud,
Operation Supported with this Integration are .
1. Create Order
2. Create RMA
3. Update Order Header
4. Update Order Lines
5. Cancel Order Lines
6. Cancel Order
7. Create Config Orders
8. Book Order
9. Query Order Details
10. Query BOM Details
11. Query Pricing information
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10. OSvC /EBS Integration – Integration Points
Create /Update /Book
Order /RMA/Replacement Order
Query
Order /RMA/Customer History
Integration
Integration
Integration
Oracle Integration ISG
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11. OSvC /EBS Integration
Oracle Service Cloud is an ideal front-end for receiving and chronicling customer interactions initiated by phone, web, chat, email or social media. Customer service agents can use it to
interact with customers, track the status of open issues, and with Integration with Oracle Order Management they can Create /Update/Cancel
1. Sales Order/Repair Order
2. RMA
3. Or Return with Replacement order and dispatch technicians to customer locations , an integration with Order Management ensure a seamless flow of data and functions.
And that too without existing the Service Cloud.
Request
Response
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12. OSvC /EBS Integration – Additional Information
Additional Information -
1. E-Business Suite Adapter currently supports REST-based web services only and SOAP interface are not supported.
2. Another important thing is, Oracle E-Business Suite Adapter in Oracle Integration Cloud uses REST services provided by Oracle E-Business Suite Integrated SOA Gateway (ISG).
3. ISG does not depend or require Oracle SOA Suite for REST services.
4. Note that ISG depends on Oracle SOA Suite only for SOAP services , and that is supported in EBS 12.2 and not 12.1.3.
Lastly, Unlike EBS SOAP Services, REST Services are deployed in EBS’s OAFM Managed Server. These REST Services do not depend on external Fusion Middleware components like Oracle
SOA Suite. ( Even in Our Internal environment 12.2 we have REST Services enabled with out SOA Suite)
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13. Thank You.
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For any additional information please feel free to reach us at inquiry@bizinsightinc.com
OSvC /EBS Integration