8Social Media Components
Social Media Components
This chapter provides information about the components used for integrating Siebel CRM Social Media. It includes the following topic:
Siebel CRM Social Media Components
The following table shows the components added to Siebel CRM to enable social media integration.
| Object Type | Description |
|---|---|
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 the table in this section 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 the table in this section Business Components. |
Screens, Views |
New screens and views were created. For more information, see the table in this section 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 the table in this section Siebel CRM Social Media Components. |
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 the table in this section 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 the table in this section Workflows. |
Inbound Web Service
The following table lists the inbound Web service used for Siebel CRM Social Media integration.
| Inbound Web Service | URL | Description |
|---|---|---|
Social Media Service |
http://siebel.com/SocialMedia |
Generic inbound Web service for social media integration. |
Service Ports
The following table lists the service ports used by inbound Web services for Siebel CRM Social Media integration.
| Service Port | Service Type | Description |
|---|---|---|
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
The following table lists the new projects created to enable Siebel CRM Social Media integration.
| Project | Description |
|---|---|
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
The following table lists the screens used for Siebel CRM Social Medial integration.
| Screen | Description |
|---|---|
SM Social Media Administration Screen |
For partner integrations. |
SM All Posts Screen |
For partner integrations. |
Views
The following table lists the screens and views used for Siebel CRM Social Media integration.
| View | Description |
|---|---|
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
The following table lists the business components used for Siebel CRM Social Media integration.
| Business Component | Table | Usage |
|---|---|---|
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
The following table lists the tables used for Siebel CRM Social Media integration.
| Table | Usage |
|---|---|
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
The following information lists the business services used for Siebel CRM Social Media integration.
| Business Service | Usage |
|---|---|
SM Activity WS |
For partner integrations. |
Mktg Social Media Service |
Lead creation performed by the business service and not through a workflow. |
Workflows
The following table lists the workflows used for Oracle’s Siebel CRM Social Media integration.
| Workflow | Usage |
|---|---|
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. |