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

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

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 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-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. 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 Integration Example 1 Bi-directional Single Sign-On

10. 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

11. Second, create a new web applet in CRM On Demand %% Syntax macro expands fields from current CRM On Demand Record Integration Example 2 Embedded Web Application

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

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

14. 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

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. Opportunity Account Addresses Contacts EBS Quote EBS Account Order CRM Quote Info 2 3 4 5 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 Oracle CRM-OD Oracle EBS 1 Integration Example 4 Opportunity to Quote

21. 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

22. 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

23. Integration Example 7 Data 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