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Overview of Oracle CRM On Demand Desktop Architectural Components

Figure 1 illustrates the major architectural components that Oracle CRM On Demand Desktop uses.

Figure 1. Oracle CRM On Demand Desktop Architecture

Explanation of Callouts

Oracle CRM On Demand Desktop uses the following components:

• Oracle CRM On Demand Desktop. Oracle CRM On Demand Desktop is an extension of Microsoft Outlook, which uses a synchronization engine to determine the data changes between Microsoft Outlook and Oracle CRM On Demand. Oracle CRM On Demand data is saved locally in Microsoft Outlook, allowing for offline access of Oracle CRM On Demand data through Microsoft Outlook. For more information on using Oracle CRM On Demand Desktop with Microsoft Outlook, see Extensions to the Microsoft Outlook User Interface.
• Web Services. Oracle CRM On Demand Desktop communicates with Oracle CRM On Demand, using Web services SOAP protocol. Oracle CRM On Demand Desktop submits requests and receives replies through Oracle CRM On Demand Web services to synchronize data between Microsoft Outlook and Oracle CRM On Demand. For more information on Oracle CRM On Demand Web services, see About the Web Service API Used by Oracle CRM On Demand Desktop.
• Oracle CRM On Demand. This is Oracle's customer relationship management (CRM) solution, which hosts CRM data and provides CRM functionality in a hosted Oracle CRM On Demand environment.

How Oracle CRM On Demand Desktop Synchronizes Data

To synchronize data between Microsoft Outlook and the Oracle CRM On Demand server, Oracle CRM On Demand Desktop uses a process that Oracle CRM On Demand Desktop controls. After Oracle CRM On Demand Desktop is installed, it initializes the Oracle CRM On Demand data that is available in Microsoft Outlook through the initial synchronization. An incremental synchronization synchronizes subsequent changes that occur in Microsoft Outlook or on the Oracle CRM On Demand server.

To make Oracle CRM On Demand data available in Microsoft Outlook, the Oracle CRM On Demand Desktop user must perform an initial synchronization with the Oracle CRM On Demand server. CRM On Demand Desktop Assistant guides the user through the setup of the Oracle CRM On Demand Desktop application in Microsoft Outlook. After you install Oracle CRM On Demand Desktop, it displays when the user starts Microsoft Outlook for the first time.

While using the CRM On Demand Desktop Assistant, the user can choose several installation preferences and then start the initial synchronization. Oracle CRM On Demand Desktop does the following:

1. Connects Microsoft Outlook to the Oracle CRM On Demand server and authenticates the user.
2. Checks the user's role to determine which customization package to retrieve from the Oracle CRM On Demand server.

   Customization packages are specific to a role in Oracle CRM On Demand. For more information customization packages, see Files in the Customization Package.

3. Performs a version check on the customization package, which verifies if a specific customization package already exists on the user's computer.

   For more information, see Overview of Relationships Between Metadata Objects.

4. Downloads and applies the configuration, as saved on the customization package.
5. Synchronizes the appropriate data. The connector configuration, synchronization mappings, visibility rules, default internal filters, and default user filters determine this synchronization.

   For more information, see How Oracle CRM On Demand Desktop Synchronizes Data with Oracle CRM On Demand.

About Web Service Usage During Synchronization

Microsoft Outlook and Oracle CRM On Demand use Web services to communicate with each other. Web service requests from Oracle CRM On Demand Desktop go through the normal Oracle CRM On Demand Web service infrastructure. Oracle CRM On Demand Desktop does the following:

• Sends Web service requests to verify the Oracle CRM On Demand Desktop version
• Queries Oracle CRM On Demand data
• Modifies Oracle CRM On Demand data by synchronizing changes made by the user in Microsoft Outlook to the Oracle CRM On Demand server

Web service responses are from Oracle CRM On Demand through the normal Oracle CRM On Demand Web service infrastructure. For more information, see About the Web Service API Used by Oracle CRM On Demand Desktop.

How Oracle CRM On Demand Desktop Displays Data in Microsoft Outlook

Oracle CRM On Demand Desktop stores Oracle CRM On Demand data in files that are native to Microsoft Outlook. It stores this data in one of the following files, depending on the data file that a user sets as the default mail delivery location in the Microsoft Outlook profile:

• A Microsoft Exchange folder file (.ost file) that is offline and cached
• A personal folders file (.pst file)

Microsoft Outlook data is created in the native Microsoft Outlook application. Examples include an appointment or calendar item.

Oracle CRM On Demand data can include the following items:

• Business data that the user creates in Oracle CRM On Demand Desktop
• Data that a user creates in Oracle CRM On Demand
• Data that resides in the Oracle CRM On Demand database on the Oracle CRM On Demand server

Examples of Oracle CRM On Demand data include an opportunity, account, or activity. Because Oracle CRM On Demand Desktop uses native Microsoft Outlook data files, Microsoft Outlook displays Oracle CRM On Demand data in native Microsoft Outlook UI elements, for example, lists and forms. Microsoft Outlook can display Oracle CRM On Demand data simultaneously with other Microsoft Outlook data while using the same UI element, such as a mailbox folder. The Oracle CRM On Demand Desktop user can specify a folder that displays Oracle CRM On Demand data and can also view Microsoft Outlook data in a Microsoft Outlook list view.

Oracle CRM On Demand Desktop displays Oracle CRM On Demand data in the following contexts:

• Microsoft Outlook forms, which are extensions to Microsoft Outlook calendar, contact, email, and tasks.
• Microsoft Outlook items, such as the details of an account or opportunity that is associated with a Microsoft Outlook appointment that is shared with Oracle CRM On Demand Desktop.

The data that Oracle CRM On Demand Desktop stores in cached Microsoft Exchange mode in OST file format or in personal folders in PST format is accessible to the user while disconnected. The user interacts with data that is accessible to Microsoft Outlook in the local or in the Exchange Server files. The user does not interact directly with data that resides on the Oracle CRM On Demand server.