Siebel Social Media Guide > Social Media Components >
Siebel CRM Social Media Components
Table 4 shows the components added to Siebel CRM to enable social media integration.
Table 4. Siebel CRM Components to Enable Social Media Integration
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Table |
The Service Request database table was extended to related a service request to a social medial post. A new Social Post table was created. It contains information for all post data sent to Siebel CRM. Generic columns provide joins to the Service Request table. For more information, see Tables. |
Business Components, Applets |
Business components and applets that are based on the newly created and enhanced database tables were created. For more information, see Business Components. |
Screens, Views |
New screens and views were created. For more information, see Screens. |
Administration |
New screens, views, applets, and business components were created to support the linkage of named users, API keys, and outbound Web services. For more information, see Social Media Administration. |
Inbound Web services |
A new generic inbound Web service definition was created for the social service. It includes methods for creating a lead or service request. For more information, see Inbound Web Service. |
Workflows |
A new workflow was created to process the creation of a service request from social media. Lead creation is performed only though a business service. For more information, see Workflows. |
Inbound Web Service
Table 5 lists the inbound Web service used for Siebel CRM Social Media integration.
Table 5. Inbound Web Service Used for Social Media Integration
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Social Media Service |
http://siebel.com/SocialMedia |
Generic inbound Web service for social media integration. |
Service Ports
Table 6 lists the service ports used by inbound Web services for Siebel CRM Social Media integration.
Table 6. Inbound Web Service Service Ports Used for Social Media Integration
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SM Activity WS |
Business Service |
Social media service request activity creation. It is used for partner integrations.. |
SMServiceRequest |
Workflow Process |
Social media service request creation with a mapping to the Social Post database table. It is used for partner integrations. |
SMServiceRequestUnMapped |
Workflow Process |
Social media service request creation without a mapping to the Social Post database table. It is used for partner integrations. |
Mktg Social Media |
Business Service |
Lead creation service. |
SMServiceRequestSRM |
Workflow Process |
Service Request creation. It is used with Oracle Social Engagement and Monitoring integrations. |
EchoService |
Business Service |
Used to validate the Siebel CRM deployment when associating a campaign in Oracle Social Marketing. |
Project
Table 7 lists the new projects created to enable Siebel CRM Social Media integration.
Table 7. Projects Used for Social Media Integration
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Social Media |
All generic social media objects are part of the project social media. |
Social Marketing |
All marketing objects that are specific to social media are part of the project social marketing. |
Screens
Table 8 lists the screens used for Siebel CRM Social Medial integration..
Table 8. Screens Used for Social Media Integration
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SM Social Media Administration Screen |
For partner integrations. |
SM All Posts Screen |
For partner integrations. |
Views
Table 9 lists the screens and views used for Siebel CRM Social Media integration.
Table 9. Views Used for Social Media Integration
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SM Social Media Administration View |
For partner and custom integrations. |
SM All Posts 1 View |
For partner integrations. |
SM All Posts 2 View |
For partner integrations. |
SM Contact Social Profile View |
For Oracle Social Relationship Management integrations. |
SM Dashboard 1 View |
For partner integrations. |
SM Dashboard 2 View |
For partner integrations. |
SM Service Request Response 1 View |
For partner integrations. |
SM Service Request Response 2 View |
For partner integrations. |
Email Offer Social URLs View |
For Oracle Social Marketing integrations. |
Lead Social Post List View |
For Oracle Social Marketing integrations. |
Business Objects
The following business objects are used for Siebel CRM Social Media integration.
- SM Social Profile
- SM Social Media Admin
- SM Service Request
- SM Lead
- SM Data SR
- SM Data Lead
- Mktg Social Data
Business Components
Table 10 lists the business components used for Siebel CRM Social Media integration.
Table 10. Business Components Used for Social Media Integration
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SM Contact Social Profile |
S_CON_SM_PROF |
The Contact Social Media Profiles view. |
SM Contact Social Profile Attributes |
S_CON_SM_ATTR |
The Contact Social Media Profile Attributes view. |
SM Data |
S_SM_DATA |
All social media posts and interactions. |
SM Dashboard 1 |
S_SM_DTASRC_USR |
For partner integrations: (([Source No] = '1') AND([Login Name]=LoginName())). |
SM Dashboard 2 |
S_SM_DTASRC_USR |
For partner integrations: (([Source No] = '2') AND([Login Name]=LoginName())). |
Admin Social Media Channel |
S_SM_CHANNEL |
The Administration Channels view. |
Admin Social Media Services |
S_SM_DTA_SOURCE |
The Administration Services view. |
Admin Social Media User |
S_SM_DTASRC_USR |
The Administration Services - Users view. |
Email Offer Social URLs |
S_DCP_URL |
The Marketing screen. |
Lead Social Post |
S_SM_DATA_LEAD |
The Marketing screen. |
Tables
Table 11 lists the tables used for Siebel CRM Social Media integration.
Table 11. Tables Used for Social Media Integration
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S_CON_SM_PROF |
The Contact Social Media Profiles view. |
S_CON_SM_ATTR |
The Contact Social Media Profile Attributes view. |
S_SM_DATA |
The All Social Media Posts view or the Interactions view. There is a one-to-one relationship with the Service Request table and many-to-many relationship with the Lead table. |
S_SM_DTASRC_USR |
Stores dashboard arguments for rendering symbolic URLs with user context. |
S_SM_CHANNEL |
The Administration Channels view. |
S_SM_DTA_SOURCE |
The Administration Services view. |
S_SM_DTASRC_USR |
The Administration Services - Users view. |
S_SM_DATA_LEAD |
The Intersection table between the Lead and the Data tables. |
Integration Objects
The following integration objects are used for Siebel CRM Social Media integration.
- SM Social Profile IO
- SM Service Request IO
- SM Lead IO
- SM Action IO
- SM Data Lead IO
- SM Data SR IO
- Mktg Campaign IO
- Mktg Social Data IO
Business Services
Table 12 lists the business services used for Siebel CRM Social Media integration.
Table 12. Business Services Used for Social Media Integration
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SM Activity WS |
For partner integrations. |
Mktg Social Media Service |
Lead creation performed by the business service and not through a workflow. |
Workflows
Table 13. Workflows Used for Social Media Integration
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SM Contact Social Profile |
Searches social profiles using the author value to see whether there is a match. Returns the contact ID. |
SM Lead with DataMap |
Creates an SM data record, checks for an existing social profile, and creates a new lead from the contact record. Calls the subprocess SM Update Lead or SM Update Lead for a new contact. There is an additional workflow step that enables you to map to the SM_DATA schema. |
SM Lead |
Creates a record in the SM data table, then it checks for an existing contact social profile. Depending on the result, then it creates a new lead for the social author. |
SM Service Request with DataMap |
Creates a record in the SM data table, then it checks for an existing contact social profile. Depending on the result, then it creates a new service request for the social author and uses Siebel Assignment Manager to assign the service request to a resource. Calls the subprocess SM Update Service Request or SM Update SR for a new contact. There is an additional workflow step that enables you to map data to the SM_DATA schema. |
SM Service Request |
Creates a record in the SM Data table, then it checks for an existing contact social profile. Depending on the result, then it creates a new service request for the social author and then uses Siebel Assignment Manager to assign the service request to a resource. |
SM Social Data |
A social data update workflow for testing. |
SM Update Lead with New Contact |
Subprocess for SM Lead with DataMap. |
SM Update Lead |
Subprocess for SM Lead with DataMap. |
SM Update SR with New Contact |
Subprocess for SM Service Request with DataMap. |
SM Update Service Request |
Subprocess for SM Service Request with DataMap. |
Table 13 lists the workflows used for Oracle's Siebel CRM Social Media integration.
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