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

1. 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

2. 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

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

4. Background • 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

5. Web Server User Interface Layer Business Logic Layer OLTP Integration Framework

6. Web Services Standards Based Secure Comprehensive • SOAP, HTTP • WSDL, XML • Authenticated • SSL Encrypted • Role-based Visibility • API’s for: • Objects • Meta-data • Admin data

7. Web Services in CRMODAPI’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-by-example.

8. 7 Key Integration Scenarios 1. Single Sign-On 2. Embedded Web Applet 3. 360 degree view of the Customer 4. Opportunity to Quote (or Order) 5. Click to Lead 6. CRM to Enterprise Data Warehouse 7. Data Synchronization (Customer / Account, Contact, Address, Product) • Most comprehensive but also most expensive

9. Integration Example 1Bi-directional Single Sign-On • Using a directory service such as Oracle Internet Directory, Microsoft Active Directory or Ping Federate • 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

10. Integration Example 2Embedded 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

11. Second, create a new web applet in CRM On Demand Integration Example 2Embedded Web Application %%% 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>

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

13. And the Mashup appears! Integration Example 2Embedded Web Application

14. A Secure Approach: CRM On Demand returns pageto browser which includes aframe; URL of frame fetchespage of data from application No exposure of sensitive data topublic internet. Integration Example 3 360 degree view of the Customer

15. 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

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

17. 360 View

18. Integration Example 4 Opportunity to Quote Oracle CRM-OD Oracle EBS 4 Addresses EBS Quote Account Order 2 Opportunity 1 5 CRM Quote Info 3 EBS Account Contacts • Create New or Update Existing Opportunity (Associated to Account and Primary Contact) • 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 • 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. • Save Quote Info in EBS • 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

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

22. Integration Example 6CRM 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

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

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

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

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

27. Tom Connolly President Tconnolly@BizTech.com Twitter: @BizTechOracle Booth #1252 on Main Street