The Plugins Tab
On the Plugins tab, you can add connections to your Bitly, Oracle CRM On Demand, Oracle Service Cloud, and Siebel accounts.
Note: Any connections you add here affect your top-level bundle of your entire account, and are not bundle-specific. The Plugins tab is only for the Engage product.
Custom Bitly
Your custom Bitly is used for the shortening when you click Shorten Links for URLs in your message box.
Enter the Bit.ly user name and Bit.ly API Key, and click Save. See your Bitly account information for your Bit.ly API key.
Configuring Oracle CRM On Demand, Oracle Service Cloud, and Siebel
If you have an Oracle CRM On Demand, Oracle Service Cloud, or Siebel account, you can send messages from Oracle SEM into CRM On Demand, Oracle Service Cloud, or Siebel as a service request.
For example, you can give posts with certain terms the label Customer Service. Search for posts with the Customer Service label, open the post, and select Send to CRM On Demand, Send to Oracle Service Cloud, or Send to Siebel action from the drop-down menu to forward it to the respective service request system. In the internal activity, you can see who forwarded the request and when, as well as the incident number in the service request system. When the incident is resolved, you see the internal activity updated in Oracle SEM, and you also receive an email notification.
To configure your CRM On Demand, Oracle Service Cloud, or Siebel integration, enter your CRM On Demand, Oracle Service Cloud, or Siebel user name, password, and URL identifier where prompted, and click Save.
Note: Depending on the version of the target integration, custom attributes might not be available. For all information about enabling and configuring custom attributes specific to your deployment, contact your Customer Service Manager.