3 Customer MDM with Order to Cash

This chapter discusses the interoperable group of pre-built integrations: Oracle Customer Master Data Management Integration Base Pack (Customer MDM: Base), Oracle Customer Master Data Management Integration Option for Siebel CRM (Customer MDM: SBL CRM), Oracle Customer Master Data Management Integration Option for Oracle E-Business Suite (Customer MDM: EBS) and Siebel CRM Integration Pack for Oracle Order Management: Order to Cash (Order to Cash: Siebel CRM - EBS). This chapter includes the routing rules that must be changed to enable interoperability.

This chapter includes the following sections:

• Section 3.1, "Customer Creates or Updates in Siebel CRM"

• Section 3.2, "Customer Creates or Updates in Oracle EBS"

• Section 3.3, "Merge Process"

• Section 3.4, "Best Practices for Flows"

• Section 3.5, "Interoperability Routing Rules Deployment"

• Section 3.6, "Interoperability Routing Rules Undeployment"

In the Customer MDM integration, customer information is synchronized from Oracle Customer Hub (OCH) to Siebel Customer Relationship Management (Siebel CRM) and Oracle E-Business Suite (Oracle EBS). In the Order to Cash: Siebel CRM - EBS integration, customer information is synchronized bi-directionally between Siebel CRM and Oracle EBS.

For more information, see the Oracle Application Integration Architecture Customer Master Data Management Integration Pack Implementation Guide and the Oracle Application Integration Architecture Siebel CRM Integration Pack for Oracle Order Management: Order to Cash.

3.1 Customer Creates or Updates in Siebel CRM

These are the recommendations for Siebel CRM:

• Customers must be created in Siebel CRM using the match-fetch flows.

  Once created, customers should be routed to Oracle Customer Hub instead of being directly routed to the target applications, in this case, Oracle EBS. Oracle Customer Hub must be configured to publish these created customers to the target application.

• The order process integration in the Order to Cash: Siebel CRM - EBS integration has a flow that queries the account associated to the sales order from Siebel CRM.

  This flow further creates account sites and site-uses in the same business unit as the sales order in Oracle EBS. This customer synchronization flow remains the same and, only as part of this flow, new accounts are created in the Oracle EBS fulfillment system.

• When Oracle Customer Hub publishes messages to target systems, if an implementation requires that only updates to the existing accounts should be sent to the Oracle EBS fulfillment system, then a transform that filters only updates can be applied.

  Applying this filter enables implementations to avoid prospect records (without any orders) from being synced with fulfillment systems. This is documented in Section 3.5, "Interoperability Routing Rules Deployment".

• There could be a situation where an account may be queued or identified as a duplicate in Oracle Customer Hub which is handled by the synchronize account or merge Oracle Customer Hub ABCS service.

  However, if an order were submitted using this account, the redundant customer synchronization from order process would synchronize the customer to Oracle EBS and ensure order submission.

3.2 Customer Creates or Updates in Oracle EBS

This is the recommendation for Oracle EBS:

• When customer records are created or updated in Oracle EBS, they should be routed to Oracle Customer Hub.

  These transactions should not be synchronized directly to target applications (Siebel CRM). The updated records should be published from Oracle Customer Hub to target applications (Siebel CRM).

3.3 Merge Process

These are the recommendations for using the merge process:

• Account or contact merges can take place only in Oracle Customer Hub.

• Merge messages from Oracle Customer Hub are routed to all target applications registered within Oracle Customer Hub.

• In Order to Cash, the merge flow is from Oracle E-Business Suite to Siebel and is initiated manually. Merges should not be done in Oracle E-Business Suite.

• The Order to Cash: Siebel CRM - EBS integration functionality of party or account merge in Oracle EBS is not supported in interoperability with Customer MDM integration merge functionality.

3.4 Best Practices for Flows

For Order to Cash and Customer MDM integration interoperability, these flows are recommended for the customer account synchronization among the participating applications:

• Customer creates or updates must be done in Siebel CRM.

• Customer creates or updates must be done in Oracle E-Business Suite.

• The merge process must be done in Oracle Customer Hub.

3.5 Interoperability Routing Rules Deployment

Changes are required to the routing rules that were deployed out-of-the-box for the Customer MDM integration or the Order to Cash: Siebel CRM – EBS integration. The sequence in which the integrations were deployed does not hold any significance here. The modified rules have to be deployed, following the instructions in this section.

For more information about creating and using routing rules, see Oracle Fusion Middleware Developer's Guide for Oracle SOA Suite, "Creating Oracle Mediator Routing Rules."

Routing rules in the following Mediator services are modified to support interoperability:

• CustomerPartyEBSV2

• CustomerPartyResponseEBSV2

• CustomerPartyOrchestrationEBSV2

• CustomerPartyResponseOrchestrationEBSV2

To deploy the routing rules for the Interoperability scenarios to the Fusion Middleware server:

1. Navigate to <AIA_HOME>/aia_instances/<AIA_InstanceName>/bin and run the command source aiaenv.sh for Linux based systems and aiaenv.bat for Microsoft Windows to configure the environment.

2. Run the command for your platform.

   Table 3-1 shows the deployment commands for interoperability routing rules:

   Table 3-1 Deployment Commands for Interoperability Routing Rules

   Platform	Deployment Command
   Linux x86 Solaris SPARC (64-bit) IBM AIX Based Systems (64-bit). HP-UX 11i (64 bit)	sh $AIA_HOME/pips/Interoperability/MDMCustomer_OrderToCash/DeploymentPlans/deployMDMCustomerEBS.sh
   Microsoft Windows (32-bit)	%AIA_HOME%\pips\Interoperability\MDMCustomer_OrderToCash\DeploymentPlans\deployMDMCustomerEBS.bat

   
   

3. Review the log file in the location specified in the command or at the default location <AIA_Instance>/logs/MDMCustomerEBSDP_Deployments_YYYY-MM-DD_HH-MI-SS.log to verify successful deployment.

3.6 Interoperability Routing Rules Undeployment

To undeploy the routing rules from Fusion Middleware Server:

1. Navigate to <AIA_Instance>/bin and run the command source aiaenv.sh for Linux based systems and aiaenv.bat for Microsoft Windows to configure the environment.

2. Run the command for your platform.

   Table 3-2 shows the undeployment commands for routing rules:

   Table 3-2 Undeployment Commands for Interoperability Routing Rules

   Platform	Undeployment Commands
   Linux x86 Solaris SPARC (64-bit) IBM AIX Based Systems (64-bit). HP-UX 11i (64 bit)	sh $AIA_HOME/pips/Interoperability/MDMCustomer_OrderToCash/DeploymentPlans/undeployMDMCustomerEBS.sh
   Microsoft Windows (32-bit)	%AIA_HOME%\pips\Interoperability\MDMCustomer_OrderToCash\DeploymentPlans\undeployMDMCustomerEBS.bat

   
   

3. Restart the SOA server to clear out the cached content.

Performing these steps completely undeploys the following Mediator services:

• CustomerPartyEBSV2

• CustomerPartyResponseEBSV2

• CustomerPartyOrchestrationEBSV2

• CustomerPartyOrchestrationResponseEBSV2