This document provides an overview of customer relationship management (CRM) systems and Salesforce.com CRM. It defines CRM as a system for managing interactions with current and future customers, often using technology to organize, automate, and synchronize different customer-facing processes. It describes the main types of CRM as operational, collaborative, and analytical. It then introduces Salesforce as a cloud-based CRM tool that offers predefined objects like leads, accounts, contacts, and opportunities to track things like potential customers, deals, and customer information. The document aims to provide background on CRM and Salesforce before discussing the integration of Salesforce in Oracle SOA.

1. SFDC
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2. What is CRM?
Customer relationship management (CRM)is a system for managing a company’s interactions with
current and future customers. It often involves using technology to organize, automate, and synchronize
sales, marketing, customer service, and technical support.(Source : Wikipedia)
Types ofCRM
1. Operational CRM
It refers to products and services that allows an Organization to take care of their customers. For eg:
Customer Service
2. Collaborative CRM
It is the process of communicating with customers for the direct interaction which includes feedback and
issues. Feedback/issues can be taken via web sites, email, Phone etc...
3. Analytical CRM
Analytics plays a major role in every business to track their feature. While coming to CRM, it analysis the
customer data for different purposes as mention below.
· Their best customer
· Whom they are likely to loose and how to retain them
· Attracting new customers
· How to improve the QOS
Okay now come back to our point, today we are talking about Salesforce adapter in Oracle SOA. Before
starting let have a brief look at Salesforce.com CRM
Salesforce
Now a days Cloud has lot of boom in the IT market , hope you guys understand why I am talking about
cloud , yes Salesforce is a cloud based CRM tool , so no inhalation required in our local server , It is a
SAAS based tool .
Salesforce offers some predefined objects let discuss few of them
Lead: A lead object is a person or a company that might be interested in our product or services

3. Account:This object refers as a company. We can create account for prospects,customer, competitors
partners etc ... it has all details like deals, point of contact
Contacts:This Object stores information about people who work at the companies represented but the
account object, it contains all information about the person
Opportunities:This object contains the details about all deal that we are tracking, such as deal, expected
close data etc.
Lead : This object represents any person or organization that a company might have to do business with
you, So it is a temporary entity until the lead converts to Contact , Account or Opportunity , this
conversion says that the lead want to do business with you.
They are few more objects, apart from above we can create our custom objects,
This article is to just give you a brief understanding on CRM , It is always better to understand the
integration systems (source and target Systems) before starting any interface.