CRM On Demand Integration Capabilities

Joerg Wallmueller

CRM Sales

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Introduction to Integration

Web ServerWeb Server

Business Logic LayerBusiness Logic Layer

User Interface LayerUser Interface Layer

OLTPOLTP

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InternetInternet

Query Update

Create Delete

EAIEAI

WeWeb b

SerServerver

CRM On Demand

WebServiceAPI’s HTTPS/SOAP

Hosted Environment Custom Applications

OLTPOLTP

MiddlewareServer

EnterpriseApplication

CustomApplication

Web Services: Architecture

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Web Services: On Demand (WSOD)

• What are Web Services On Demand?–Siebel CRM On Demand Functionality Exposed over the Internet

for Customer Consumption

–Siebel CRM On Demand Integration Interfaces that adhere to industry standard Web Services protocols (SOAP/XML based)

• More Information–Siebel CRM On Demand is a Web Services Provider

–Customers can use any industry standard tool (including .NET, Java, VB etc) to build applications that will use WSOD

PLEASE NOTE: Web Services On Demand is not a feature that can be used on it’s own. It is a programming interface. It requires the customer to build or buy an application that

will make Use of those interfaces.

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Web Services

• Generates WSDL for configured records not just out of the box data

• Full Create / Read / Update / Delete (CRUD) access to all data records

• Handles Complicated Parent-Child relationships

• Session-based access for security and performance

• Web Services secured over HTTPS

• Support for User data to allow for automated provisioning of new users, deactivating old users, and monitoring usage, password setting, etc.

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Web Services: SCOD Objects Supported

• Account– Account Team (Query only)

– Activity

– Assets

– Notes

• Contacts– Activities

– Notes

• Opportunities– Activities

– Notes

• Solutions

• Campaigns– Activities

– Notes

• Service Requests– Audit Trail (Query only)

– Activities

– Notes

• Leads– Activities

• Users (current user only)– Quota

– Sign-In History

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Web Services Security

• Standards-based XML/SOAP message format

• All communications are encrypted with Secure Sockets Layer (SSL) for security

– Minimum 128-bit encryption

• Assess is session-based, requiring authentication with a valid CRM On Demand Sign In ID and password

– Every access requires passing the authenticated session ID

– Inactive sessions are closed automatically after a period of inactivity

• Data visibility and access same as for UI access– Permissions are re-checked every time data is accessed

• Full audit trail of web service calls is available to company administrator

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Outbound Event Notification

• Allows CRM On Demand to message external applications about events

• Events remain on queue until received by external application – no lost events if external application is down.

• Events can be generated by workflow based upon both events (e.g., record updated) and conditions (e.g. order status = “committed”)

• Does not require customer to open hole in firewall for CRM On Demand

Web ServerWeb Server

Business Logic LayerBusiness Logic Layer

User Interface LayerUser Interface Layer

OLTPOLTP

Application

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How do I … Make web services calls to CRM OD?

• To build an application that uses web services…

• First, export the WSDL for the object you want to synchronize

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How do I … Make web services calls to CRM OD?

• Importing WSDL into dev tool creates complete set of classes and methods

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How do I … Make web services calls to CRM OD?

• Methods provide full set of Query / Insert / Update / Delete functions:

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CRM ERP SCM HRMS

Web Services

Role Based UI, Task Flow, Analytics etc: Process Worker, Knowledge Worker

Oracle AIA Orchestrates End-to-End Business Processes

Business Process Orchestration (BPEL)

Application Integration ArchitectureApplication Integration Architecture

SOA Content

Fusion Middleware

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CampaignCampaignMgmtMgmt

LeadLead

MgmtMgmtOrder Order

FulfillmentFulfillmentOrder Order

CaptureCapture

Oppty / Oppty /

AccountAccount

MgmtMgmt

AR /AR /FinancialsFinancials

Best of Breed Campaign-to-CashBest of Breed Campaign-to-Cash

Applications Integration Architecture (AIA)Applications Integration Architecture (AIA)Fusion MiddlewareFusion Middleware

EBS | Siebel CRM On Premise | CRM On Demand

Example: End-to-End Business Process Integration

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CampaignCampaignMgmtMgmt

LeadLead

MgmtMgmtAccountAccount

OpenOpenOriginationOrigination

CaptureCapture

Oppty / Oppty /

AccountAccount

MgmtMgmt

AR /AR /FinancialsFinancials

Best of Breed Credit Origination to Account OpenBest of Breed Credit Origination to Account Open

Applications Integration Architecture (AIA)Applications Integration Architecture (AIA)Fusion MiddlewareFusion Middleware

Example: End-to-End Business Process Integration

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Siebel CRM On Demand Process Integration Pack for Siebel CRM – Initial Release

OP

BPELBPEL

OD1 OD2 ODN

Bi-directional Data Sync:

Accounts

Contacts

Opportunities

Products (OP published to OD)

• Based on Siebel 7.8 & Siebel CRM On Demand R15

• Bi-Directional Data Integration:

- Account

- Contact

- Opportunity

• One-Way Product Data Integration (OP-to-OD)

• 1:Many OP-to-OD Instance Integration

Initial Release

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• Support for Siebel 8.x

• Bi-Directional Data Integration for Users, Leads, Notes, Tasks, Attachments, Assets and Service Requests

• Hybrid OD-OP Team Collaboration

• Enhanced Data Quality Management

• Incentive Compensation Integration

• Global Forecasting

• Business Process Integration:

- Opportunity-to-Quote (OD-OP)

- Lead-to-Cash (OD-OP-EBS)

Roadmap Considerations

BPELBPEL

OD1 OD2 ODN

OP

Op

po

rtu

nit

y to

Qu

ote

Lead to Cash

Siebel CRM On Demand Process Integration Pack for Siebel CRM – Roadmap

Users

Service Requests

Bi-directional Data Sync:

Accounts

Contacts

Opportunities

Products (OP published to OD)

Leads (with Siebel 8.x)

Notes

Tasks

Attachments

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Oracle EBSOracle EBSFusion Middleware/BPEL

Transform

On Demand Request/Reply Process

Synchronization Process

XSL

TransformCommon

ObjectTransform

Cross Reference Indexing

Common Error Handling

i-Flex

G-Log

*SAP

*SAP connectors available now

Application Integration Architecture

Oracle DBOracle DB

Portal

Siebel CRMSiebel CRMOn DemandOn Demand

Oracle Warehouse Builder

Siebel CRM Oracle EBSExtractLoad

Transform

SiebelSiebel Oracle Oracle EBSEBS

* Enables initial Customer & Product load

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CRM On DemandQ & A

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