Oracle Fusion Applications Post-Installation Guide

3 Customer Relationship Management

This chapter contains the following:

Setting Up E-Mail Marketing

Installing the Bounce Handling Daemon: Procedures

The E-Mail Marketing Server is a combination of components designed to support high volume, personalized e-mail messages, and to track e-mail bounces and click-through responses. The bounce handling daemon (BHD) tracks e-mail messages that cannot be delivered, parses the returned e-mail messages, and records the cause of the e-mail bounce.

Installing and Configuring the Bounce Handling Daemon

The bounce handling daemon installation program is available on the Fusion Applications companion disk. Prior to installing the program, ensure you have provisioned the Marketing application, noting the SOA host and port, and determined the designated server to place the daemon. The designated server must have port 25 available.

Note

It is recommended that you place the bounce handling daemon in the DMZ. Optionally, you can place the bounce handling daemon behind an inbound mail transfer agent (MTA). The approach that you choose depends on the configuration of your network, DMZ, existing inbound mail transfer agent, and firewall.

Complete the following steps to install and configure the bounce handling daemon:

Using the companion disk, locate and run the installation program: fusionbhd/Disk1/runInstaller. Provide information when prompted, such as the JDK location, designated BHD server installation directory, and the http or https protocol, host and port for the Marketing SOA URL.
Navigate to the WLS_HOME/config/fwmconfig directory and copy the files and directory listed below to the $HOME/bhd/fusionapps/crm/ewm/bhd/bin directory.
- jps-config-jse.xml
- default-keystore.jks
- bootstrap directory (including the cwallet.sso)
Update the root user permissions to allow read, write, and execute access to the jps-config-jse.xml and default-keystore.jks files and the bootstrap directory.
Update the root user permissions to allow read, write, and execute access to the BHD server installation directory, it's subdirectories and files. The top level BHD server installation directory is specified during the install process.
Grant read access to the fusionapps/crm/ewm/bhd/logs directory to nonroot users to provide availability to application log files.

Server Platform	Action
UNIX	Navigate to the fusionapps/crm/ewm/bhd directory and enter the following command: `$ ./bin/bhd-onpremise-ctl.sh start`
MS Windows	Run the bhd.exe executable file.

Server Platform

Action

UNIX

Navigate to the fusionapps/crm/ewm/bhd directory and enter the following command:

$ ./bin/bhd-onpremise-ctl.sh start

MS Windows

Run the bhd.exe executable file.

For more information on provisioning, see the Oracle Fusion Applications Quick Installation Guide. For more information on configuring other aspects of the e-mail server for marketing, see the Oracle Fusion Applications Marketing Implementation Guide.

Setting Up SMS Marketing

Enabling SMS Marketing Capability : Procedures

To use the SMS marketing campaign capability within Oracle Fusion Customer Relationship Management, you need to enable it after installing Oracle Fusion Applications. Customers interested in SMS marketing campaigns will need to complete SMPP Driver configuration in the SOA suite component Oracle User Messaging Service.

An instance of the SMPP driver is already installed as part of the Oracle Fusion Applications installation and is a part of the Oracle User Messaging Service, but it does not point to any User Messaging Server. To configure the SMPP driver, you need to have an account with an SMPP driver gateway vendor. For configuration instructions and the list of verified/approved 3rd party SMPP driver gateway vendors, refer the Oracle Fusion Middleware Administrator's Guide for Oracle SOA Suite on My Oracle Support.

Important

Before proceeding with the enabling process, ensure that you have access rights to update and deploy applications on the WebLogic Administration Console and Oracle Enterprise Manager associated with the Customer Relationship Management domain.

Sign in to the WebLogic Administration Console associated with the Customer Relationship domain.
Under Deployments, you see the application usermessagingdriver-smpp in the Installed state.
Expand usermessagingdriver-smpp and navigate to Targets tab. The Current Targets column shows (None specified), indicating that no target is configured.
On the console, switch to the Lock and Edit mode, update the target to all servers in the CRM_SOACluster, and save the changes.
While remaining in the Lock and Edit mode for the console, navigate to Deployments, select the check box next to usermessagingdriver-smpp and click Update. The Update Application Assistant wizard appears.
For the Deployment Plan Path field, click Change Path and select the Fusion Applications specific deployment plan APPTOP/instance/applications/ums/crm/usermessagingdriver-smpp_FusionPlan.xml.
Proceed to the subsequent screen of the Update Application Assistant wizard and select Release Configuration to commit the changes made until this point. The state of the application usermessagingdriver-smpp changes to Active.
Sign out of WebLogic Administration Console.
Sign in to the Oracle Enterprise Manager associated with the Customer Relationship Management domain.
Expand CRMDomain - User Messaging Service, right-click the application usermessagingdriver-smpp and select SMPP Driver Properties from the context menu.
Configure the driver and apply the changes.
Restart the application usermessagingdriver-smpp to bring into effect the driver configuration changes.

You can now use the SMS Marketing capability of Oracle Fusion Customer Relationship Management.

Setting Up Implicit Personalization Behavior

Post-Deployment Steps for Implicit Personalization Behavior: Procedure

This topic covers the post-deployment activities required for Oracle Fusion CRM applications that support implicit personalization behavior.

Performing these activities fixes the inconsistent implicit personalization behavior between sessions in the following Oracle Fusion CRM applications:

Oracle Fusion CRM Common
Oracle Fusion Territory Management
Oracle Fusion Customer Center
Oracle Fusion Marketing
Oracle Fusion Order Capture Common Components
Oracle Fusion Sales

Post-Deployment Activities

Make the following changes to the adf-config.xml file as a post-deployment activity.

Note

These steps are applicable only for the Oracle Fusion CRM applications where implicit personalization behavior is supported.

Shutdown the domain where the application is deployed.
Search for adf-config.xml file. For example, for Sales application, this file is typically located at Sales <deploy directory>/SalesApp/V2.0/app/SalesApp/adf/META-INF/adf-config.xml
Back up adf-config.xml file.
Open adf-config.xml file in a text editor and comment out all occurrences of the tag <adf-faces-config> under the root node <adf-config>. . .</adf-config>. For example:
```
 
```

Add the following after the commented section.

 

<adf-faces-config xmlns="http://xmlns.oracle.com/adf/faces/config"> 

	<persistent-change-manager>
		<persistent-change-manager-class>oracle.adf.view.rich.change.MDSDocumentChangeManager</persistent-change-manager-class>

	</persistent-change-manager> 

	<taglib-config> 
			<taglib uri="http://xmlns.oracle.com/adf/pageeditor">
				<tag name="layoutCustomizable">
					<!-- Added to pass JAudit-->
					<attribute name="layout"> 
						<persist-changes>true</persist-changes>
					</attribute>
				</tag>
			</taglib>

		<taglib uri="http://xmlns.oracle.com/adf/faces/customizable"> 
			<tag name="showDetailFrame"> 
				<persist-operations>all</persist-operations> 
				<!-- Added to pass JAudit--> 
				<attribute name="disclosed"> 
					<persist-changes>true</persist-changes> 
				</attribute> 
				<attribute name="height">
					<persist-changes>true</persist-changes> 
				</attribute> 
			</tag>

			<!-- Added to pass JAudit-->
			<tag name="portlet">
				<attribute name="disclosed">
					<persist-changes>true</persist-changes>
				</attribute>
				<attribute name="height">
					<persist-changes>true</persist-changes>
				</attribute>
			</tag>
		</taglib>


		<taglib uri="http://xmlns.oracle.com/adf/faces/rich">
			<tag name="column">
				<persist-operations>all</persist-operations>
				<attribute name="displayIndex">
					<persist-changes>true</persist-changes>
				</attribute>
				<attribute name="visible">
					<persist-changes>true</persist-changes>
				</attribute>

				<attribute name="width">
					<persist-changes>true</persist-changes>
				</attribute>
			</tag>
		</taglib>
	</taglib-config>
</adf-faces-config>

Specifically for Customer Center application, and as an additional step, locate these lines under the <mds:cust-config> section:

<mds:match path="/oracle/apps/">
	<mds:customization-class name="oracle.apps.fnd.applcore.customization.ProductFamilyCC"/>
	<mds:customization-class name="oracle.apps.fnd.applcore.customization.SiteCC"/>
</mds:match>

When you comment the lines, they appear as:

<!--mds:match path="/oracle/apps/">
	<mds:customization-class name="oracle.apps.fnd.applcore.customization.ProductFamilyCC"/>
	<mds:customization-class name="oracle.apps.fnd.applcore.customization.SiteCC"/>
</mds:match>

Save and close the file
Start up the domain that hosts the Oracle Fusion CRM application

Setting Up Web Services Security

Setting Up Web Services Security for On-Premises Implementation of Oracle Fusion CRM : Procedures

This topic covers configurations that you must perform to enable a CRM user call an external, secured Web service. You perform these configurations differently for each security scheme based on the details that a CRM user provides in a service request (SR).

Configuration Required for Security Schemes

This table covers the configurations you perform for each security scheme.

Security Scheme	Configuration Required
Secure Sockets Layer (SSL) Security	A CRM user typically includes the following information in the SR: WSDL location that the CRM user is trying to access. SSL error details that the CRM user is encountering. SSL certificate that the CRM user obtained from the service provider. Perform the following steps to resolve SSL errors: Import the SSL certificate into Oracle CRM trust store using either WebLogic Scripting Tool (WLST) or Fusion Middleware Control. For more information about importing a certificate, see "Importing a Certificate or Trusted Certificate into a Keystore Using WLST" or "Importing a Certificate or Trusted Certificate into a Keystore Using Fusion Middleware Control" section, as applicable, in Oracle Fusion Middleware Administrator's Guide on Oracle Technology Network, at http://www.oracle.com/technetwork/indexes/documentation/index.html. Update the service request. When you update the SR, a notification is sent to the CRM user.
Message Protection Security	A CRM user typically includes the following information in the SR: WSDL location that the CRM user is trying to access. Error details that the CRM user is encountering. The server encryption certificate and the issuer certificate that the CRM user obtained from the service provider. Perform the following steps to resolve message protection errors: Locate the path to the Java Key Store (JKS). This is where the Oracle Fusion Application's keystore is located. To locate JKS: Sign in to Oracle Enterprise Manager as an administrator. In the navigation pane, locate your component instance. Click on your component_name at the top. Select Security, and then select Security Provider Configuration. On the Security Provider Configuration page and under the Web Services Manager Authentication Providers heading, expand the Keystore region. Note the Path of JKS. You specify this location when importing certificates. For more information on how to use Oracle Enterprise Manager Fusion Middleware Control to configure the Oracle Web Services Manager (WSM) keystore, see "Configuring the Oracle WSM Keystore" in the Oracle Fusion Middleware Security and Administrator's Guide for Web Services on Oracle Technology Network, at http://www.oracle.com/technetwork/indexes/documentation/index.html. Import the server encryption certificate into Oracle CRM keystore using the keytool utility and specify an alias, for example serverenckey, for the server encryption certificate. You specify this alias in your response to the SR. For information on the keytool utility, see "Tools and Utilities for Creating Keystores and Loading Private Keys and Certificates" in Oracle Fusion Middleware Securing Oracle WebLogic Server guide on Oracle Technology Network, at http://www.oracle.com/technetwork/indexes/documentation/index.html. Import the issuer certificate into Oracle CRM keystore using the keytool utility and specify any alias. Provide the server encryption key alias, for example serverenckey, in your response to the SR. Note The CRM user enters the server encryption key alias in the Outgoing Encryption Key field. Update the SR. When you update the SR, a notification is sent to the CRM user.

Security Scheme

Configuration Required

Secure Sockets Layer (SSL) Security

A CRM user typically includes the following information in the SR:

WSDL location that the CRM user is trying to access.
SSL error details that the CRM user is encountering.
SSL certificate that the CRM user obtained from the service provider.

Perform the following steps to resolve SSL errors:

Import the SSL certificate into Oracle CRM trust store using either WebLogic Scripting Tool (WLST) or Fusion Middleware Control.
For more information about importing a certificate, see "Importing a Certificate or Trusted Certificate into a Keystore Using WLST" or "Importing a Certificate or Trusted Certificate into a Keystore Using Fusion Middleware Control" section, as applicable, in Oracle Fusion Middleware Administrator's Guide on Oracle Technology Network, at http://www.oracle.com/technetwork/indexes/documentation/index.html.
Update the service request.
When you update the SR, a notification is sent to the CRM user.

Message Protection Security

A CRM user typically includes the following information in the SR:

WSDL location that the CRM user is trying to access.
Error details that the CRM user is encountering.
The server encryption certificate and the issuer certificate that the CRM user obtained from the service provider.

Perform the following steps to resolve message protection errors:

Locate the path to the Java Key Store (JKS). This is where the Oracle Fusion Application's keystore is located.
To locate JKS:
1. Sign in to Oracle Enterprise Manager as an administrator.
2. In the navigation pane, locate your component instance.
3. Click on your component_name at the top.
4. Select Security, and then select Security Provider Configuration.
5. On the Security Provider Configuration page and under the Web Services Manager Authentication Providers heading, expand the Keystore region.
6. Note the Path of JKS. You specify this location when importing certificates.
For more information on how to use Oracle Enterprise Manager Fusion Middleware Control to configure the Oracle Web Services Manager (WSM) keystore, see "Configuring the Oracle WSM Keystore" in the Oracle Fusion Middleware Security and Administrator's Guide for Web Services on Oracle Technology Network, at http://www.oracle.com/technetwork/indexes/documentation/index.html.
Import the server encryption certificate into Oracle CRM keystore using the keytool utility and specify an alias, for example serverenckey, for the server encryption certificate. You specify this alias in your response to the SR.
For information on the keytool utility, see "Tools and Utilities for Creating Keystores and Loading Private Keys and Certificates" in Oracle Fusion Middleware Securing Oracle WebLogic Server guide on Oracle Technology Network, at http://www.oracle.com/technetwork/indexes/documentation/index.html.
Import the issuer certificate into Oracle CRM keystore using the keytool utility and specify any alias.
Provide the server encryption key alias, for example serverenckey, in your response to the SR.
Note

The CRM user enters the server encryption key alias in the Outgoing Encryption Key field.
Update the SR.
When you update the SR, a notification is sent to the CRM user.