Integrating CRM On Demand with the E-Business Suite to Supercharge your Sales Team

Integrating CRM On Demand with the E-Business Suite to Supercharge your Sales Team Presented by: Tom Connolly, Jason Lieberman Company: BizTech Session ID: #10351

Overview Introductions Background Web Services Integration Scenarios Summary Q & A

About Tom Connolly Engineering degrees from Notre Dame and Villanova Oracle Technologist, since 1989 1 real job (pre-consulting) managing a large government data center Two years with Coopers & Lybrand Adjunct Professor at Villanova Fifteen years as Entrepreneur / Consultant / Executive

About BizTech Leading Mid-Atlantic Oracle Platinum Partner and IT Services firm focused on Oracle Applications and Technology solutions Over 400 successful Oracle implementations over the past 15 years Based in King of Prussia, PA with offices in New Jersey, New York City and Washington DC Service Fortune 500 companies, organizations and government agencies 100 + Oracle certified and experienced consultants

Client-Centric Practice Areas Oracle Applications - Full Portfolio of Oracle Applications Solutions - Implementation, Upgrade, Migration - Since 1990 MPL6 to R12 Experience - Over 400 successful implementations to date Oracle Applications Oracle Technology BI/EPM Oracle Technology and Business Intelligence - End to end service offering in BI and EPM - Fully staffed team of Data Architects and DBAs - Solid experience in RAC, HA and HS designs - Understand full Oracle technology stack Managed Services and IT Outsource - Remote or Onsite services - Full portfolio of Oracle Applications and Technologies - World-Class Data Center with 24x7 Support - Instant capacity, operational focused business model Managed Services ITO Clients Oracle Software Provider Oracle Software Provider - Full Portfolio of Oracle License Resell - Help Clients Optimize License models - RapidApp BI Software for the agile enterprise - RapidApp Auditor to manage change and GRC

Background Let s start with a few assumptions Everyone here is at least somewhat familiar with Oracle CRM On Demand and E-Business Suite It s OK to admit that these two application packages are not integrated There is some business benefit to bridging the gap between these two systems Any work/cost associated with this integration is worth minimizing

Background Key Objects in CRMOD and EBS Account EBS Account Opportunity CRM-OD Quote Order Products Lead Products Invoices Contacts Party Addresses Addresses

CRMOD Architecture Delivered on smart phones, browser, desktop, portals Flexible interfaces to data and functionality CRM-specific business processing Multi-tenant, meta-data driven Both transactional database and data warehouse

Integration Framework Web Server User Interface Layer Business Logic Layer OLTP

Web Services Standards Based Secure Comprehensive SOAP WSDL Early Binding Authenticated SSL Encrypted Role-based Visibility API s for: Objects Meta-data Admin data

Web Services Standardized way of data exchange between two different systems: XML Extensible Markup Language SOAP Simple Object Access Protocol WSDL Web Service Descriptor Language UDDI Universal Description, Discovery and Integration Endpoint agnostic Platform independent Secure

XML Extensible Markup Language Used to define and format the data W3C Standard <ns:opportunityquerypage_output xmlns:ns="urn:crmondemand/ws/ecbs/opportunity/10/2004"> <ListOfOpportunity xmlns="urn:/crmondemand/xml/opportunity/data" recordcount="8493" lastpage="false"> <Opportunity> <Id>AMJA-Q5WER</Id> <SourceCampaign></SourceCampaign> <SourceCampaignExternalSystemId></SourceCampaignExternalSystemId> <AccountExternalSystemId>2916</AccountExternalSystemId> <IndexedPick1>TX</IndexedPick1> <IndexedShortText1>0</IndexedShortText1> <msplapplication></msplapplication> <OpportunityName>I-35 BRUCEVILLE EDDY</OpportunityName> <AccountName>Sales Lead Not Specified</AccountName> </Opportunity> </ListOfOpportunity> </ns:opportunityquerypage_output>

SOAP Simple Object Access Protocol XML-based communication protocol W3C Standard <?xml version="1.0" encoding="utf-8"?> <SOAP-ENV:Envelope xmlns:soap-env="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/xmlschema-instance" xmlns:xsd="http://www.w3.org/2001/xmlschema"> <SOAP-ENV:Body> </SOAP-ENV:Body> </SOAP-ENV:Envelope>

WSDL Web Service Descriptor Language XML-based for locating and describing web services W3C standard

Web Service Types RESTful Web Services SOAP-based Web Services

RESTful Web Services (REpresentational State Transfer) Simple web service implemented using HTTP. A collection of resources with four defined aspects: Base URI for the web service Internet media type of the data supported (often JSON or XML) Set of operations using HTTP methods (e.g. GET, PUT, POST, DELETE) API is hypertext driven

SOAP-based Web Services Well defined API Multiple layers of security HTTPS WS-Security CRM On Demand web services are defined as SOAP-based

Web Services in CRMOD API s Generate WSDL from admin screen. WSDL can include custom fields. CRUD operations for all major objects XML message can include many records. Hierarchical XML. For example, a message may contain a list of contacts and all of their offers. For lookups, XML can contain query-byexample.

Web Services in CRMOD Integration Events Post data as XML messages on a SOAP queue Consumed by external apps via web services Messages polled, read, and deleted via API s. Integration events easily created via workflow. Push data to the enterprise without compromising security.

Integration Scenarios 1. Single Sign-On 2. Embedded Web Applet 3. 360 degree view of the Customer 4. Opportunity to Quote 5. Click to Lead 6. CRM to Enterprise Data Warehouse 7. Data Synchronization (Account, Contact, Product)

Integration Example 1 Inbound Single Sign-On Uses SAML 1.1 standard Encrypted with Secure Sockets Layer (SSL) SSO settings configurable on per user or company basis Only SSO, SSO or UID/ Password, only UID/Password Can be specified for entire company, or per-user Can specify alternate sign out landing page E.g. When user signs out, direct them back to the company SSO portal rather than default CRM On Demand Sign In page

Integration Example 1 Outbound Single Sign-On Designed for integrating external applications into CRM OD CRM OD passes a hashed token that can be used for authentication Token has limited life span cannot cache and re-use Part of web applets, web tabs, and web links

Integration Example 1 Bi-directional Single Sign-On Using a directory service such as Oracle Internet Directory or Microsoft Active Directory Login / Authentication process is delegated to the SSO Directory, authorization is confirmed via a secure token Participating applications must be configured to re-direct authentication process to the SSO directory service

Integration Example 2 Embedded Web Application You can incorporate content from external web sites easily in CRM On Demand. In this example, we will embed a Google map that shows the location of an account. First, Navigate to Admin->Application Customization->Account -> Account Web Applet

Integration Example 2 Embedded Web Application Second, create a new web applet in CRM On Demand %%% Syntax macro expands fields from current CRM On Demand Record <iframe width="100%" height="500 src="http://maps.google.com/maps?f=q& hl=en&geocode=& q=%%%bill_to_addr_address1%%%,+ %%%Bill_To_CITY_City%%%,+ %%%BILL_LIST_USSTATE%%%"> </iframe>

Integration Example 2 Embedded Web Application Finally, Add the maps to the page layout for accounts

Integration Example 2 Embedded Web Application And the Mashup appears!

Integration Example 3 360 degree view of the Customer A Secure Approach: CRM On Demand returns page to browser which includes a frame; URL of frame fetches page of data from application No exposure of sensitive data to public internet.

Integration Example 3 360 degree view of the Customer Create a Web Applet in CRM On Demand that passes key fields from CRM On Demand to application:

Integration Example 3 360 degree view of the Customer Add list to page layout for users:

360 View

Integration Example 4 Opportunity to Quote 1 Oracle CRM-OD Addresses Account Opportunity Contacts 2 CRM Quote Info 5 4 Oracle EBS EBS Quote Order 3 EBS Account 1. Create New or Update Existing Opportunity (Associated to Account and Primary Contact) 2. Click on Create New EBS Quote (web link from CRM Opportunity) EBS Quote page calls web service program to retrieve the Account, Address and Oppty info from CRM 3. Create New or Use Existing EBS Account Custom program creates a new account/address or uses existing account. Would also store the contact in a DFF on the quote. 4. Save Quote Info in EBS 5. Update Quote Info to CRM - web service copies quote info to CRM Note: One Quote per Opportunity, may use multiple versions of same quote, highest active revision data will be copied

Integration Example 5 Click to Lead Create Campaign Create Landing / Registration Page with Campaign id User Registers Calls a Web service to create a lead

Integration Example 6 CRM to Enterprise Data Warehouse Develop a custom program which would make a web services call to CRMOD to extract data (i.e. nightly extract) Save the CRMOD data to a staging table in the Enterprise Data Warehouse Perform standard transformation routines and load data into the warehouse to allow for enterprise-wide reporting inclusive of CRMOD data

Integration Example 7 Data Synchronization To build an application that uses web services First, export the WSDL for the object you want to synchronize

Integration Example 7 Data Synchronization Importing WSDL into dev tool creates complete set of classes and methods

Integration Example 7 Data Synchronization Methods provide full set of Query / Insert / Update / Delete functions:

Summary CRMOD and EBS are not integrated, however, there are a number of straight forward techniques which can provide significant benefits to the Sales Team Any Questions???

Tom Connolly President Tconnolly@BizTech.com Twitter: @BizTechOracle