Siebel Social Media Guide > Overview of the Integration of Siebel CRM with Oracle Social Relationship Management >

Architecture of the Integration

Integrating Oracle Social Relationship Management products with Siebel CRM is done through a push-integration model. In other words, a listening platform pushes inbound social media data to Siebel CRM.

How Oracle Social Engagement and Monitoring Is Integrated with Siebel CRM

Oracle Social Engagement and Monitoring works with Siebel CRM as follows:

1. Oracle Social Engagement and Monitoring filters inbound social media posts by using criteria that you define.
2. Oracle Social Engagement and Monitoring sends the posts to the Siebel Social Media Workflow. Inbound posts are created manually using Oracle Social Engagement and Monitoring.
3. After the inbound post is received, Siebel CRM workflows activate and call services to do the following:
   1. Look up the social author from the existing list of Siebel CRM contacts.

      NOTE:  Contact look-up is based on the author's unique social media network ID and community. If the social author does not exist as a current contact in the Siebel database, then a new contact is created using the author's user name as a temporary contact first and last name.

   2. Create a service request for the existing or newly created contact and optionally route the request or lead through Siebel Assignment Manager.
4. The Siebel CRM user can respond to the social media contact through the Oracle Social Engagement and Monitoring user interface.
5. Oracle Social Engagement and Monitoring posts the response to the social Web or to a Web channel.

How Oracle Social Marketing Is Integrated with Siebel CRM

Oracle Social Marketing works with Siebel CRM as follows:

Leads

Leads can be created through a Facebook page in the following manner:

1. After setting up a Facebook page, a customer completes and submits an Oracle Social Marketing form.
2. Oracle Social Marketing sends the form data to the Siebel application by way of an inbound Web service.
3. The Create Lead business service method is executed to create the lead.
4. As part of the Create Lead process, existing leads are verified against the data provided in the form to ensure a duplicate leads was not created.

Campaigns

Oracle Social Marketing campaigns can be linked to a Siebel campaign from Oracle Social Marketing in the following manner:

1. When setting up an Oracle Social Marketing campaign, the user enters Siebel connectivity information in order to find Siebel campaigns to link to the social marketing campaign.
2. The Get Campaigns business service method is executed from the inbound Web service allowing the user to view existing Siebel campaigns, and link to them.