Oracle CX Applications Extensibility [CON8858] Patterns and Practices

Oracle CX Applications

Extensibility [CON8858]

Patterns and Practices

Ajay Seetharam

- Technical Director, Oracle

David Ray

- Director, Configure One

Vinod Reddy

- CEO, CRMIT Solutions, Inc

Vish Yadathore

- InFact France SAS

October 02, 2014

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for

information purposes only, and may not be incorporated into any contract. It is not a

commitment to deliver any material, code, or functionality, and should not be relied upon

in making purchasing decisions. The development, release, and timing of any features or

functionality described for Oracle’s products remains at the sole discretion of Oracle.

Program Agenda

CX Extensibility Example Use Cases

Design Patterns and Practices Extending Sales Cloud

Case Study: Configure One

Case Study: CRMIT

Case Study: InFact

Accelerators and Sample Code

Summary and Call to Action

1

2

3

4

5

6

7

Program Agenda

CX Extensibility Example Use Cases

Design Patterns and Practices Extending Sales Cloud

Case Study: Configure One

Case Study: CRMIT

Case Study: InFact

Accelerators and Sample Code

Summary and Call to Action

1

2

3

4

5

6

7

The Complete Solution

Oracle

Social

Cloud

Oracle

Marketing

Cloud

Oracle

Sales

Cloud

Oracle

Commerce

Cloud

Oracle

Service

Cloud

Oracle

CPQ

Cloud

Integrated Customer Experience Foundation

Integrated Customer Experience Foundation

Social Network

Mobile

Analytic KPIs &

Dashboards

Predictive Analytics

Integrations

Globalizations and Statutory Localizations

Web

Mobile

Social

In-Store

Contact

Center

Field

Service

_{Direct Sales}

Modern CX Cloud: Personalized

Do More

Within

Your Cloud.

Make It Your Own. Upgrade

Safe.

Easily

Create

New Features

& New Applications. Extend

SaaS.

Enrich CX Cloud

PaaS

Tailor User Experience

Tailor User Experience

Enrich CX Cloud

SaaS

PaaS

Tailor the delivered UI

Change existing business

processes and workflows

Add new data objects and

associated business processes

Mashups to other applications

Business Card Mobile App

Lead to Cash for Online Ads

Promotion Planning

Pricer Application

……

Use case Patterns

•

Web User Interface & Mobile

–

Custom pixel-perfect Rich, Dynamic UI

–

Mashup of data from different Cloud/On-premise apps, presented in unified manner

–

Top-Level Page – navigation to bespoke application that does not include CX UI

–

Custom mobile applications (mashup of CX and other data)

•

Business Process/Complex Business Rules/Integration/Collaboration

–

Business Process spanning applications

–

Integrating data from different applications and systems

–

Complex Business rules needed to meet business requirements

–

On-premise integrations

Tailor within SaaS. Enrich with PaaS.

Personalize Your CX Cloud

Database

Services

Developer

Services

Java

Services

Document

Services

BI

Services

Social

Cloud

Source code management
Build deploy tools
Web service repository

Social relationship management
Listening, engagement
Enterprise social network
Data management
External document collaboration
Offline syncing
Web, mobile, desktop
Enterprise analytics
Reporting

Oracle CX

Cloud

Marketplace

3

_{party apps}

Mobile

Services

device

Program Agenda

CX Extensibility Example Use Cases

Design Patterns and Practices Extending Sales Cloud

Case Study: Configure One

Case Study: CRMIT

Case Study: InFact

Accelerators and Sample Code

Summary and Call to Action

1

2

3

4

5

6

7

Design Approach

•

Does a solution already exist? Check Oracle Cloud Marketplace

•

Extend Sales Cloud: Combinations are possible

–

Sales Cloud + External Application

–

Sales Cloud + PaaS

–

Sales Cloud + PaaS + External Application

External Application may be

Extend CX Cloud with External Application

Integration Architecture

Web Services

UI Extensions

Web Services

User Interface

External Cloud

Application

SAML for Web SSO

Web Service authentication:

JWT UserToken

Web Services

UI Extensions

Extend CX Cloud with Oracle PaaS

Standard and

Custom

Objects/Fields

Custom User

Interface on Java

Cloud Service

Custom Web

Services on Java

Cloud Services

Custom Objects on

Database Cloud

Service

Messaging

Integration Cloud

Service

Rapid Mapping,

Connectivity with

Cloud and On-Premise

Business Process

Management with

Process Cloud

Service

Mobile Cloud Service

Document Cloud

Service

Web Services

UI

ISV Cloud

External App

Java Cloud Service – SaaS Extension:

Key Patterns



Java Cloud Service – SaaS Extension

•

Pre-configured WebLogic VM for rapid application

deployment

•

Built-in integration to Storage, Messaging & Developer

services

•

Built-in integration into Oracle SaaS applications

•

Primary Use Case: Java EE extensions for Oracle Cloud

SaaS applications



Database Schema Service

•

Each tenant gets dedicated schema(s)

•

Fully managed service

User Interface Extensions to Extend Sales Cloud



UI mashup embedding external UI content

directly in Simplified UI, i.e. Map,

Calculator, ERP app, or custom app



Links or Actions to external UI content



Simple integration to add content from

third party Cloud applications



How? Application Composer with Groovy

to formulate URL with access to business

context (such as Opportunity Id)



Security Considerations: SAML 2.0 for Web

SSO and JWT UserToken for web service

AuthN

Select Action or

Link

Select Script or URL

Select or write the script to take

action and/or return a URL

Oracle Sales Cloud: Adding Buttons, Menu Items or Links That

Punch Out to Third-Party Apps

Oracle Sales Cloud: Create custom sub-tabs

In Edit, detail pages add

record-related content through these

sub tabs:

Child or Related Object,

Context Link, Common

Components, Web Content

Add content from external

sources through the Web

Content sub tab

User Interface Extensions: Bespoke Web UI

•

Add Entries to external UI content in

Navigator Menu using Manage

Menu Customizations task in “Setup

and Maintenance”

•

Home Page Dashboards/Top-level

Cards

•

Create and Customize Top level

Pages using Page Composer

(Desktop UI)

•

Security Considerations:

Custom Web UI: Java Cloud Service-SaaS Extensions

•

Build Custom Pixel Perfect, Rich,

Dynamic Web UI including brand,

elements, & layout

•

same UX as Sales Cloud

•

Technologies: Java, ADF used by Sales

Cloud

•

Consider Developer Cloud Service

•

Security Considerations

Custom Mobile UI Extending Sales Cloud

•

Build Hybrid/Native Custom Mobile

Applications that mash up data from

different Cloud Applications and

On-premise applications

•

Design Considerations

–

Mobile-optimized REST API

–

Offline Data and Data Sync

–

Push Notifications

–

Mobile Cloud Service, Integration

Cloud Service

–

Caching Data on device

MOBILE APPLICATION

FRAMEWORK

Native

Others

Mobile APIs

SECURE

MOBILE

CLOUD SERVICE

Analytics

_Monitoring

Management

Users

Platform APIs

Sync / Storage

Notifications

User Mgt

Objs

Oracle Cloud

Public Cloud

On-premise

Data Shaping

Custom Logic

ON-PREMISE

PACKAGED

APPLICATIONS

CUSTOM

APPLICATIONS

CLOUD

Orchestrate

Custom API

3

_{Party API}

Connectors

Mobile Cloud Service :

Key Patterns

Process Cloud Service:

Key Patterns

•

Process Cloud Service

–

Tailor-to-Fit & Custom

: Highly variant

processes; Custom processes to cater to

business conditions

–

Approvals & White Spaces

: Rules based

approvals; Exceptions; Automate edge

processes

–

Cross Pillar Workflows

: Automate &

Streamline processes across CX /non CX Apps

– cloud and on-premise

–

Process monitoring & configuration

for

business users

–

Integration

with Apps via REST/SOAP

Integration Cloud Service:

Key Patterns



Easy Integration experience

 Routing

: Messages and files between SaaS apps

 Messaging

: Buffering, fan out

 Protocols

: SOAP, REST

 Formats

: XML, CSV, JSON

 Connectivity

: Oracle SaaS apps, other SaaS,

On-premise

 Configuration

: Sync, Async and Pub/Sub message

Patterns, Mapping UI, Suggestion Engine

 Transformation

: Transformations and translations

 Error Handling

: Centralized exception

management

Oracle Documents & Social Network Cloud

Social Network:



Rich Connections: People, Profiles, Walls



Rich Conversations: Real-time Interactive Discussions



Active Feeds: Conversations, Activity Streams, Notifications



Discovery: Social Graph, Recommendations, Follows



Objects: Social in-context on any Application Object



Synchronous Communications: Voice, Web, Video



Rich API Platform: Build and Extend Social Apps

Documents:



Anywhere Access: File Sync & Share



Rich Collaboration: Workspaces & Conversations



Mobile Productivity: Native Mobile Apps & Editing



Content Platform: APIs, Metadata, Workflow, Security



Enterprise Grade: Secure Data Isolation, Governance



Fully Managed: Patched, Backed Up, Upgraded



Integrations: With On-premise Content & Apps

Key Features



Secure, Agile, Team Development in Oracle Cloud



Hosted GIT & Maven, Issue Tracking, Code Review, Wiki



Continuous Build & Delivery



Automated Deployment to Java Cloud Service and On Premise



Facilitates Developer Collaboration

Differentiators



Tightly integrated in Oracle Cloud Ecosystem



Accelerates Oracle PaaS/SaaS integration and extension



Integrated into popular IDEs: Eclipse, JDeveloper, Netbeans



Supports the complete software development lifecycle

Database

Cloud

Example – PaaS extending SaaS

Monitor &

Troubleshoot

Developer Service

Deploy

Commit

Deploy

WEB

REST

CLI, Maven, Ant

Console

Java Cloud

Mobile

Cloud

REST

SOAP

Development Lifecycle

Program Agenda

CX Extensibility Example Use Cases

Design Patterns and Practices Extending Sales Cloud

Case Study: Configure One

Case Study: CRMIT

Case Study: InFact

Accelerators and Sample Code

Summary and Call to Action

1

2

3

4

5

6

7

Configure One Presentation

Configurator and CPQ Software Integrated

to Oracle Sales Cloud

Configure One and Concept

Configurator, Pricing and Quotation

•

Allows sales people to easily configure complex

products and generate BOM’s, pricing, proposal

documents, sales drawings, and more within

Oracle Sales Cloud

•

Embedded iFrame for Configure One’s Concept

on Sales Cloud Opportunity sidebar

•

Leveraging Oracle Sales Cloud web services

Concept from Configure One

Concept from Configure One

Concept from Configure One

Concept from Configure One

Extend Sales Cloud with Configure One

Concept Integration Architecture

Web Services

UI Extensions

Configure One

Web Services

Configure One

UI

Configure

One Concept

Opportunity, Items,

Accounts;

SAML for Web SSO

Web Service

authentication: JWT

UserToken

Simplified UI Mashup: iFrame

on Opportunity with groovy

(App Composer)

Configure One Contact Information



David Ray (presenter) – Director of Enterprise Solutions

–

[email protected]

–

630-368-9950 ext. 231



Ron Mouw – V.P. of Business Development

–

[email protected]

Program Agenda

CX Extensibility Example Use Cases – Sales Cloud

Design Patterns and Practices Extending Sales Cloud

Case Study: Configure One

Case Study: CRMIT

Case Study: InFact

Accelerators and Sample Code

Summary and Call to Action

1

2

3

4

5

6

7

CRMIT: CX Applications Extensibility

Vinod Reddy

Why customers choose CRMIT

End to end expertise on

Oracle Customer Experience

solutions. Participate in

evangelization, roadmaps,

product feedback, issues

identification & Integration

specialization.

200,000+ users

250+ Engagements

25+ countries

4000+ app users

24,000+ hrs training

11 years

Cloud CRM

1000+ man-years of

deployment

CX Enablement's

Self Service

Platform

Social

Channels

Email

Integration

Telephony

Integration

Mobile

Integration

Solutions

Configure

Price Quote

Marketing Cloud

Sales Cloud

Services Cloud

Social Cloud

Policy Automation

ISO 270001 REGISTERED

Best Customer

Relationship

Management

Program Award

Oracle CX Applications Extensibility

www.crmit.com

CX Offerings

Retail

Financial Services

Insurance

_Healthcare

Travel & Transport

Life Sciences

Manufacturing

Oracle CX Applications Extensibility

www.crmit.com

etail experience in Retail

Merchant

Customer

etail micro segment

B2B2C

Surface product catalog on etail

platform with omni channel marketing,

sales, services, payment, mobile,

social, RMA, logistics etc.

’as-a-service’

Reach new global

etail experience in Retail

Merchant

Customers

B2B2C

Web Services

UI

Web Services

UI

Incidents, Knowledge Base

• Merchant uploads catalog,

promotes products through

Social Media, tracks Customer

Orders, Tickets through single

portal

• Integrates with Oracle Sales

Cloud, Service Cloud

CRM++

Merchant Portal

CRM++ Integrations Promote Product through

Social Media, Catalog in Retail Marketplace,

Orders, Incidents, Maintain Contacts and Act

on Customer Service Requests

Merchant Catalogs,

Orders

CRM++ “Facebook catalog”

Promote Products using Social Media

Oracle CX Applications Extensibility

www.crmit.com

etail Merchant Portal

•

Retail Market Place

–

Buyers

–

Sellers

–

Intelligent Search

–

Payment

–

Ticketing System

•

Vendor Management System

–

Register

–

Login

–

Manage Catalog

–

View Orders / Ship Goods

–

View Payments

–

View Tickets / Manage

•

Analytics

•

Others

–

Product Comparison

–

Loyalty management

Oracle CX Extensibility @ Cloud

Before

After

Where do we deploy this?

Oracle PaaS

What if I have hybrid systems built in different technologies?

Support for hybrid systems

What if I want to reuse my existing investment?

Support for existing apps to be migrated to cloud

What about Availability and Reliability?

Oracle SLA guarantees

Will there be latency due to connectivity from my extensions to

CX solutions?

Native connection to CX within Oracle data centers

What about Scheduled batch processes?

Coexisting Web & Scheduled Batch Processes

What about my Database?

Native integration with Oracle Database on the cloud

What about hosting payment?

Single Vendor – can use Oracle Cloud credits

Program Agenda

CX Extensibility Example Use Cases

Design Patterns and Practices Extending Sales Cloud

Case Study: Configure One

Case Study: CRMIT

Case Study: InFact

Accelerators and Sample Code

Summary and Call to Action

1

2

3

4

5

6

7

Extending Oracle Cx

A

Vish Yadathore - Vice President, Cloud Services

InFact is part of Business & Decision

2013 Revenue : 200 M€

2500 Employees

15 countries Worldwide

BI / EPM

Among the

Gartner MarketScope

actors

E-BUSINESS

Among the 7 main

European web & design agencies

on the Forrester panel

Among the 15 worldwide

Players of the Gartner

Magic Quadrant

CRM

EIM

MDM / BRMS / Search / ECM

Project Management / Consulting /

Metaphora (Change Management)

Exens (ERP) / BDU

CONSULTING

Oracle Sales & Service Cloud integration

Dealer Portal, ERP Integration – Master data & Pricing

Web Services

UI

Accounts,

Contacts,

Opportunities

Web Services

UI

Incidents,

Knowledge Base

Accounts,

Products, Pricing,

Invoices

Custom App and

Services –

Custom objects

SAP ERP

Connector

CLOUD

• Allows Sales Managers, Service

Representatives, Dealers, to create

Sales/Service Orders

• ERP Connector in Java

Cloud/Customer’s cloud/internal

environment

• Leveraging Pricing policies in ERP

• Additional business rules can be

applied through Oracle Policy

Automation rules through

webservice integration

Oracle Sales & Service + Mobile App + ERP Legacy

Web Services

UI

Incidents, Tasks,

Service Opportunities

Native / Hybrid

Mobile App / MAF

Custom App and

Services –

Custom objects

SAP ERP

Connector

CLOUD

Use case: Sales rep/Service technicians, having up-to-date information on mobile about

Service Requests, Inventory information including an offline client

On Demand Pricer Solution

CLOUD

UI Extensions

Opportunity

WS API

(Item, Opportunity)

On Demand Pricer

Services exposed as

REST/JSON

Pricing

Configuration

Business Logic

Native / Hybrid Mobile

App

• Pricing in Sales Cloud for Sales

Representatives and Channel

Partners.

• On Demand Pricer being enhanced

with Oracle Policy Automation for

Complex business rules definition

and validation, discounts

InFact Group – confidential 53

An Integrated Solution

• Fully integrated solution running on oracle cloud infrastructure for

custom extensions ( Oracle Java Cloud )

• Allows creation & management of complex Pricelists and

Promotional Pricing, made available via Oracle Java Cloud

• Pricing definitions and Rules made available to both desktop and

mobile users

Pricing Definition

InFact Group – confidential 55

Extending Sales Cloud and Service Cloud

Oracle

Service

Cloud

Oracle

Sales

Cloud

InFact ERP

Integration

InFact

Mobile

InFact CMS

Integration

InFact OPA

Integration

InFact

Scheduling

Quote-to-order

Inventory

Integration

Quote-to-order

Install base

Management

Field Sales

Customized

Access

Android /

Windows

Mobile

Offline

Field Service

Android /

Windows

Mobile

Offline

Quote

Management

Contracts

Management

Multimedia

attachments

Contracts

Management

Multimedia

attachments

Pricing &

Discount

Rules

Policy

Automation

Assisted

Guidance*

Customer Self

Service*

Skill-based

Service

Dispatch

Field Service

Execution

* Service Cloud / OPA Connector is available from Oracle

InFact

Pricing

Integration

Price List /

Catalogue

pricing

Discount

sequences

Target Sector

• Consumer Goods

• Pharma

• Retail & Distribution

• Manufacturing

Program Agenda

CX Extensibility Example Use Cases

Design Patterns and Practices Extending Sales Cloud

Case Study: Configure One

Case Study: CRMIT

Case Study: InFact

Accelerators and Sample Code

Summary and Call to Action

1

2

3

4

5

6

7

ITC Infotech TPM Extends Oracle Sales Cloud

Oracle PaaS & Sample Code accelerates Development and Time-to-value

Migrated TPM Promotion Planning

solution from Siebel to Oracle Sales

Cloud



Re-designed UX for Tablet form factor



Completed in 2 weeks

1 Week of Wire-frame design

1 Man-Week of Java Development

Leveraged Oracle Accelerators



User Experience Rapid Development Kit



Rich UI with Data Visualization Sample Code

Accelerators and Sample Code

Name

Description

User Experience Rapid Development Kit

Product demos of the SUI ; Free Oracle university hosted training

on Design Guidance, Coding Tips, How to Use ADF to Build, and a

walkthrough of the toolkit.; Visio and Balsamiq stencils;

Wireframe examples

Rich UI with Data Visualization Components

and JWT UserToken validation extending

Oracle Sales Cloud

The Simplified UI web application sample code illustrates how to

validate JWT UserToken using the User Details Service and

embed rich data visualization Gantt chart component into the

Simplified UI web application.

Dynamic Web Service client using JAX-WS

handlers for invoking Oracle Sales Cloud web

services

Illustrates how to use SOAP response logical JAX-WS handlers for

the tenant custom field extensions in inbound and outbound

message payloads.

Accelerators and Sample Code

Name

Description

Data Sync Connector to map and sync Oracle

Sales Cloud objects and external cloud

application objects using web services

Sample Administration user interface for a tenant administrator to

map Oracle Sales Cloud objects/fields to external cloud application

object attributes,; Use the Scheduler in Database Cloud Service;

Perform data synchronization between Oracle Sales Cloud and an

external cloud application using SOAP web services.

Mobile App using REST façade to invoke

Oracle Sales Cloud web services

The sample code illustrates how to build a REST interface for Oracle

Sales Cloud SOAP web services that can be easily consumed in

Mobile applications.

CTI Connector using Connector JavaScript API

for Oracle Sales Cloud

The sample Fusion CTI Toolbar Click-to-dial connector code

illustrates how to use the Connector Javascript API. No transport

protocol is implemented in this sample.

Customer Portal Extension Samples for Oracle

Service Cloud

Code samples for the widgets, models, controllers and other

custom code that you can create for Customer Portal.

Accelerators and Sample Code

Name

Description

Oracle Service Cloud Connect PHP API

Connect PHP API Developer Guide contains sample code

showing how to instantiate and save common objects

(Organization, Contact, and Incident) with the Connect PHP

API etc.

Oracle Service Cloud Connect Add-ins

Framework samples (Desktop Add-ins

.NET)

Samples include Application Menu Add-in, Events, Global

Ribbon add-in, Navigation Item add-in, Navigation Section

add-in etc.

Oracle Service Cloud Connect Web

Services Samples

.NET and Java API to use the SOAP API to access the data in

Oracle Service Cloud

Oracle Service Cloud .NET Connect

Knowledge Foundation API samples

Illustrates how to invoke various operations exposed by the

Knowledge API

Oracle Service Cloud Multimedia Toolkit The sample provider communicates with a simulated CTI

environment (also included in the toolkit’s package) and

serves as a reference implementation.

Useful Links

•

Oracle Cloud Marketplace

https://cloud.oracle.com/marketplace

•

Oracle Sales Cloud Sample Code

http://www.oracle.com/technetwork/indexes/samplecode/index.html

•

Oracle Service Cloud Sample Code

https://cx.rightnow.com/app/answers/detail/a_id/5169

•

Free

Hands-on Training for Implementation Partners

–

Oracle Sales Cloud

–

Oracle PaaS to Extend Oracle SaaS

–

Oracle Service Cloud

(Coming soon!)

Program Agenda

CX Extensibility Example Use Cases

Design Patterns and Practices Extending Sales Cloud

Case Study: Configure One

Case Study: CRMIT

Case Study: InFact

Accelerators and Sample Code

Summary and Call to Action

1

2

3

4

5

6

7

•

Find how to integrate your existing

vendors solutions with Oracle

Cloud

•

Discover new apps and integration

solutions to extend your Oracle

Cloud services

•

Already using an integration – Rate

and Review on the Marketplace

•

ISVs and SIs – develop for the

Oracle Cloud and Become a Cloud

Marketplace Publisher

Thank You

Ajay Seetharam [email protected]

David Ray [email protected]

Vinod Reddy [email protected]