Mapping between Oracle Unity and Oracle B2C Service data
Review the mapping between Oracle Unity and Oracle B2C Service data once the integration is activated and data is ingested into Unity.
Note: These mappings can't be modified, so the data on this page is for informational purposes only.
Attribute mapping
Review the following mapping between B2C Service incident attributes and Oracle Unity attributes.
Incidents attributes shared with Unity
The following mappings are specifically for the Oracle Unity Incident data object.
| B2C Service Incident attribute | Unity Incident attribute | Notes |
|---|---|---|
| Category ID | Category | Child-most category |
| Channel ID | Channel | Channel through which incident came in |
| Created By Account | Created By | ID of Agent who created the incident |
| Date Last Updated | Modified Timestamp | Date/time of the most recent update to the incident |
| Date Created | Opened Timestamp Created Timestamp |
Date/time when the incident was created |
| Date Closed | Resolved Timestamp | Date/time when the incident was solved |
| Contact SmartSense | Sentiment | Emotive rating of end-customer |
| Severity | Severity | The severity level of the incident |
| Contact ID | Source Customer ID | Primary contact for the incident |
| Incident ID | Source Incident ID | Unique identifier |
| Organization ID | Source Organization ID | ID of the organization that the primary contact in associated with |
| Assigned Account | Source Owner ID Source Associate ID |
Staff/Agent assigned to the incident |
| Product ID | Source Product ID | Child-most product |
| Status | Status | Incident status |
| Subject | Summary | Title or subject of the incident |
B2C Service incident attributes not shared with Unity
The following incident attributes are note shared with Unity because they are either internal to B2C Service or there are no corresponding target attributes in Unity.
| B2C Service incident attribute | Notes |
|---|---|
| AND/OR | Related to search |
| Asset ID | Asset associated with the incident |
| Attributes | Investigate attribute values |
| Banner Account | Agent who last updated banner on the incident |
| Banner Flag | Importance of banner on the incident |
| Banner Text | Text of banner on the incident |
| Category Hierarchy | Product Category to which incident is assigned |
| Chat Queue | Internal to OSvC |
| Community Post | Hash code of community post that gave rise to the incident |
| Date Banner Flag Last Updated | Date/time of most recent update to banner on the incident |
| Date Initial Solution Response | Date/time when the incident went to solved or waiting for the first time |
| Date Last Responded | Date/time of the most recent response to the incident. |
| Disposition Hierarchy | |
| Disposition ID | |
| Dormant | Indicates if incident is currently dormant |
| Escalation Date | Date/time the incident was escalated |
| Escalation Level | Escalation level of the incident |
| Flow ID | ID of the campaign/survey flow that created the incident |
| Group | Group that the agent associated with the incident belongs to |
| Include Dormant | Used in search |
| Initial Response Due | Date/time for initial response (as per SLA) for the incident |
| Interface | Interface in which the incident was created |
| Language | Language associated with the incident |
| Mailbox | ID of the mailbox through which the incident came |
| Mailing | ID of the outgoing mail |
| Product Hierarchy | Hierarchy of products |
| Queue | ID of the queue that the incident is currently assigned to |
| Reference # | User-friendly unique number for incident |
| Resolution Interval | Number of min beyond incident resolution threshold |
| Response Channel ID | Channel of incident response |
| Response Interval | Number of min beyond incident response threshold |
| Response Requirements | ID of the response requirements associated with the incident |
| Rule State | Rule state of the incident |
| SLA Instance ID | ID of SLA instance applied to incident |
| SMIME Type | Indicates how email is to be handled |
| Session ID | ID of session during which incident was created |
| Shared | Indicates if incident has been shared with OSN |
| Source Hierarchy | Source hierarchy (2 levels) where incident was created |
| Source Level 1 | General area of OSvC where incident was created |
| Source Level 2 | Specific area in OSvC where incident was created |
| Staff SmartSense | Emotive index of the agent associated with the incident |
| Status Type | Type of current status of incident |
| Summary/Thread | Used in search |
| Survey Score | Most recent survey score associated with the incident |
| Uncommitted Response | Uncommitted response thread |
| Weight | Match weightage |
Data object mapping
The above attribute mapping translates to multiple data objects in Unity. This section outlines the different Unity data objects that are involved and how their attributes gets populated for the above mapping.
Incident data object
| Unity Attribute | Value assigned (during ingestion) | Notes |
|---|---|---|
| ID | Auto-generated | Typically, this value is a concatenation of Source ID and the Source Incident ID |
| Tenant ID | Automatically assigned | |
| Source ID | Automatically assigned | Automatically set based on data source |
| Source Incident ID | Incident.Incident ID | The ID of the incident in OSvC |
| Source Customer ID | Incident.Contact ID | The OSvC ID of the contact on the incident |
| Customer ID | Auto-generated | |
| Source Order ID | <Blank> | |
| Order ID | <Blank> | |
| Source Product ID | Incident.Product ID | The OSvC ID of the product associated with the incident |
| Product ID | Auto-generated | |
| Source Owner ID | Incident.account | The OSvC ID of the agent assigned to the incident |
| Owner ID | Auto-generated | |
| Source Organization ID | Incident.Organization ID | The OSvC ID of the organization associated with the incident |
| Organization ID | Auto-generated | |
| Summary | Incident.Summary | |
| Type | "Service" | There are only three types: Shipping, Order, and Service |
| Opened Timestamp | Incident. Date Created | The creation timestamp as it was received from OSvC |
| Resolved Timestamp | Incident. Date Closed | The timestamp (received from OSvC) when incident was solved |
| Severity | Incident.Severity | The severity from OSvC must be mapped to one of the available values in Unity. Out-of-the-box values are: Critical, Major, and Minor. |
| Category | ||
| Sentiment | incidents.Contact SmartSense | |
| Channel | Incident.Channel ID | Map to one of the available values in Unity. Out-of-the-box values are:
Email, Social, and Chat. Note: Need additional values for incidents that are created by Agent in OSvC. |
| Status | Incident.Status | Map to one of the available values in Unity. Out-of-the-box values are: Resolved and InProgress. |
| Description | <Blank> | |
| Created By | incidents.Created By Account | |
| Modified By | TBD | |
| Created Timestamp | Incident.Date Created | |
| Modified Timestamp | Incident.Date Last Updated | |
| Row Created Timestamp | Automatically assigned | |
| Row Modified Timestamp | Automatically assigned | |
| Source Associate ID | ||
| Associate ID | Automatically assigned |
Customer data object
| Unity Attribute | Value assigned (during ingestion) | Notes |
|---|---|---|
| ID | Auto-generated | |
| Tenant ID | Automatically assigned | |
| Source ID | Automatically assigned | Automatically set based on data source |
| Source Customer ID | Contacts.Contact ID | ID of Contact in OSvC |
| Cookie | <Blank> | |
| Source Account ID | contacts.Organization ID | ID of associated org in OSvC |
| Account ID | Auto-generated | |
| Source Sign Up Organization ID | <Blank> | |
| Sign Up Organization ID | <Blank> | |
| contacts.email | ||
| Alternate Emails | contacts.email_alt1 and contacts.email_alt2 | |
| Phone | contacts.Home Phone | |
| Mobile Phone | contacts.Mobile Phone | |
| Alternate Phones | contacts.Office Phone | |
| Gender | <Blank> | |
| Ok To Email | <Blank> | |
| Ok To Call | <Blank> | |
| Ok To Text | <Blank> | |
| Ok To Notify | <Blank> | |
| Ok To Mail | <Blank> | |
| Email Frequency | <Blank> | |
| Properties | <Blank> | |
| Registration Timestamp | <Blank> | |
| Is Active | <Blank> | |
| Status | <Blank> | |
| Type | <Blank> | |
| First Name | contacts.First Name | |
| Middle Name | <Blank> | |
| Suffix | <Blank> | |
| Prefix | <Blank> | |
| Last Name | contacts.Last Name | |
| Birth Date | <Blank> | |
| Birth Month | <Blank> | |
| Birth Day | <Blank> | |
| Birth Year | <Blank> | |
| Age | <Blank> | |
| Loyalty Number | <Blank> | |
| Original Channel | <Blank> | |
| Primary Langauge | <Blank> | |
| Created By | <Blank> | |
| Modified By | <Blank> | |
| Created Timestamp | contacts.Date <Blank> contacts.Title <Blank> | Creation date of contact in B2C Service |
| Modified Timestamp | Created contacts.Date Last Updated | Timestamp of last updated in B2C Service |
| Row Created Timestamp | Auto-assigned by Unity | |
| Row Modified Timestamp | Auto-assigned by Unity | |
| Responsys RIID | <Blank> | |
| Title | contacts.Title | |
| Job Code | <Blank> |
Organization data object
| Unity Attribute | Value assigned (during ingestion) | Notes |
|---|---|---|
| ID | Auto-generated | |
| Tenant ID | Automatically assigned | |
| Source ID | Automatically assigned | Automatically set based on data source |
| Source Organization ID | organization.Organization ID | |
| Parent Organization | Immediate parent org id | |
| Name | organization.Organization Name | |
| Type | <Blank> | |
| Subtype | <Blank> | |
| Status | <Blank> | |
| Description | <Blank> | |
| Division | <Blank> | |
| Region | <Blank> | |
| District | <Blank> | |
| Sub-District | <Blank> | |
| Zone | <Blank> | |
| Territory | <Blank> | |
| Created By | <Blank> | |
| Modified By | <Blank> | |
| Created Timestamp | organizations.Date Created | Creation date of org in B2C Service |
| Modified Timestamp | organizations.Date Last Updated | Timestamp of last updated in B2C Service |
| Row Created Timestamp | Automatically assigned | |
| Row Modified Timestamp | Automatically assigned |
Product data object
| Unity Attribute | Value assigned (during ingestion) | Notes |
|---|---|---|
| ID | Auto-generated | |
| Tenant ID | Automatically assigned | |
| Source ID | Automatically assigned | Automatically set based on data source |
| Source Product ID | Products.Product | ID of the product from B2C Service |
| Group | <Blank> | |
| Name | <Blank> | |
| Description | <Blank> | |
| SKU | <Blank> | |
| UPC | <Blank> | |
| Type | <Blank> | |
| Brand | <Blank> | |
| Model | <Blank> | |
| Color | <Blank> | |
| Weight | <Blank> | |
| Weight Unit | <Blank> | |
| Size | <Blank> | |
| Regular Price | <Blank> | |
| Sale Price | <Blank> | |
| Available | <Blank> | |
| Inventory | <Blank> | |
| URL | <Blank> | |
| Image URLs | <Blank> | |
| Created By | <Blank> | |
| Modified By | <Blank> | |
| Created Timestamp | <Blank> | |
| Modified Timestamp | <Blank> | |
| Row Created Timestamp | Automatically assigned | |
| Row Modified Timestamp | Automatically assigned |