CRM integration

Integrate your customer relationship management (CRM) systems and Oracle Eloqua to share data between the platforms.

Oracle Eloqua offers pre-built integrations with the following CRM systems:

• Oracle Sales using the Oracle CX Sales Integration app. Learn more.
• Salesforce using the Salesforce Integration app. Learn more.
• Microsoft Dynamics using the native CRM integration. Learn more.
• Oracle CRM On Demand (CRMOD) using the native CRM integration. Learn more.

Note: A native integration is a legacy CRM integration built into Oracle Eloqua. We discontinued the native CRM integrations with Salesforce and Oracle Sales (formerly Oracle Sales Cloud) and replaced them with the Salesforce Integration app and the Oracle CX Sales Integration app. Native integrations remain for Microsoft Dynamics and Oracle CRM On Demand.

Understanding CRM integrations

It is important that you (or someone in your organization) know and understand what data is being passed back and forth in your integration. This gives you the power to make necessary changes as business requirements change, or perhaps to enhance your existing integration.

Note: Proper documentation of the setup can save time when you want to make changes. Create a spreadsheet which shows which fields you want to bring in to Oracle Eloqua (and what Oracle Eloqua fields they map to) and which fields you want to send to CRM (and what fields they map to). Revisit the spreadsheet every few months, or when making changes in either system, to ensure there is accurate documentation of your integration.

CRM integration tips

It is important to consider which fields should be updated between Oracle Eloqua and your CRM. Certain fields should be automatically synched to keep them up to date, while others may only need to be pulled once. For example:

• A Lead Source - Most Recent field should be consistently updated on both ends so that you always have the most up-to-date data in both CRM and Oracle Eloqua. Similarly, most contact fields (name, email address, phone number, address, and so on) should typically always be updated on both ends.
• If a field such as Original Lead Source was first documented in CRM, you should pull that data into Oracle Eloqua and set a rule to update the CRM only if that field was blank. Similarly, if Original Lead Source was documented in Oracle Eloqua, you should set a rule on your auto synch to update this filed only if blank.

For more detailed information and instructions on creating and editing contact fields, see contact fields.

CRM capability matrix

Supported CRM platforms

Integrations with the following CRM platform versions are currently supported by Oracle Eloqua:

• Oracle Sales (formerly Oracle Sales Cloud): versions R11, R12, and R13 supported. Learn more about the Oracle Sales integration app.
• Oracle CRM On Demand: all available versions supported.
• Microsoft Dynamics:
  • Online versions 2016, 2016 Update 1, and 365 (versions 8.2, 9.0, 9.1, 9.2).
  • On-Premises versions 2016, 2016 Service Pack 1, and 365 (versions 8.2, 9.0, 9.1, 9.2)
• Salesforce:
  • All available versions supported. Learn more about the Salesforce integration app.

    Note: If you are still using the discontinued native Salesforce integration, it uses version 42 of the SFDC SOAP API. The native integration was discontinued and customers are advised to move to the Salesforce Integration app.

Learn more

Overview of native CRM integrations

Oracle CX Sales Integration app

Salesforce Integration app

Oracle CRM On Demand (CRMOD) documentation

Knowledge Base: Introduction to Data Priority in Eloqua

Knowledge Base: Migrating an Existing Eloqua-SFDC Integration from One Salesforce Instance to Another

Knowledge Base: Is It Possible to Limit the Access for the SFDC Account Used by Eloqua for Integration?

Knowledge Base: How to Remove CRM Fields That Are No Longer Uses from an Auto Synch

Knowledge Base: Resolving CRM Integration Errors

Knowledge Base FAQ: Answering Common CRM Integration Questions and Troubleshooting Common Issues