20Customer Data Management Integration with Other Cloud Services

This chapter contains the following:

Customer Data Management Integration Approaches

You can integrate the Customer Data Management functionality of Oracle Engagement Cloud with other cloud services using REST APIs and SOAP APIs to provide address cleansing, duplicate identification, and duplicate resolution capabilities. Alternatively you can use the Integration Cloud Service to develop work flows to integrate Customer Data Management with other cloud based or on-premise applications.

Customer Data Management Integration Using REST APIs

The Oracle Customer Data Management functionality of Oracle Engagement Cloud provides multiple public REST APIs that can be used to access data stored in the Customer Data Management database and construct integrations to other systems. The APIs include resources to Get, Post (create), Patch (update), and Delete organizations (accounts) and persons (contacts). Also there are resources to identify and create resolution request for duplicate parties.

For more information on public REST APIs, see REST API for Oracle Engagement Cloud.

Customer Data Management Integration Using SOAP APIs

The Customer Data Management functionality of Oracle Engagement Cloud provides SOAP services to create and update organizations (accounts) and persons (contacts). You can also use these services to identify and resolve duplicate parties.

For more information on SOAP APIs, see SOAP Web Services for Oracle Engagement Cloud.

Customer Data Management Integration with Import and Export

You can use File-Based Data Import and Export, Bulk Export, and Data Import to import and export application data using text or XML files into and out of the Customer Data Management registry. You can also use import to create or update records in the Customer Data Management registry.

You can configure the import process to:

  • Define deduplication within the data being loaded.

  • Define deduplication of the data being loaded against the records that exist in the database.

You can also select a matching configuration to identify duplicates and specify the action to perform on the duplicate records during the import process.

For more information on File-Based Data Import and Export, see Understanding File-Based Data Import and Export, and Understanding Import and Export Management.

Customer Data Management Integration Using the Integration Cloud Service

You can use the Integration Cloud Service to leverage predefined integrations between Customer Data Management, other cloud services, and on premise applications. For example, you can integrate Oracle Service Cloud with Customer Data Management to provide the duplicate resolution capability. Using this capability, you can merge an Oracle Engagement Cloud account (organization) or contact (person) with an Oracle Service Cloud account (organization) or contact (person).

For more information on the Integration Cloud Service, see Oracle Integration Cloud Service in the Related Topics section.

Customer Data Management Integrations for Accounts (Organization) and Contacts (Persons)

The following table shows the possible integrations options for Oracle Customer Data Management. The table also lists the available REST and SOAP web services that you can use to perform the different Customer Data Management processes.

Customer Data Management Process (Batch Job) SOAP Service REST Service Data Import (for account Receivables only) File-Based Data Import File-Based Data Import (Simplified View) File-Based Data Export ICS Events Comments

Address Cleansing

Yes, DQRealTimeService

Address Cleansing is available by the REST service from Address Verification Cloud Service only.

Yes

No

No

Yes (Batch Summary only). Doesn't include child object such as duplicate address and relationships.

No

File Export is only available from Customer Data Management work area.

Duplicate Identification

No

No

Yes

Yes

No

Yes (Batch Summary only). Doesn't include child object such as duplicate address and relationships.

No

File Export is only available from Customer Data Management work area.

Duplicate Resolution and Merging

Yes. The ResolutionRequest SOAP service can create new resolution requests and query existing resolution requests but can't update the existing requests.

Yes. The crmRestApi/resources/latest/resolutionRequests REST service can create new resolution request and query existing resolution requests but can't update the existing requests.

Yes

No

No

Yes. Doesn't include child object such as duplicate address and relationships.

Yes. Public Resolution Request Updated.

Bulk Export can be used for duplicate party details in the Duplicate Resolution. See, Implementing Customer Data Management in the Related Topics section.

Data Enrichment

No

Data enrichment is available by REST service from Oracle Social Data and Insight Cloud Service only.

No

No

No

Yes

No

Non-Duplicate

N/A

crmRestApi/resources/latest/nonDuplicates

N/A

N/A

N/A

N/A

N/A

N/A

Resolution Link

N/A

crmRestApi/resources/latest/resolutionLinks

N/A

N/A

N/A

N/A

N/A

N/A

Merge Operation Process During Integration Cloud Service Based Integration

The Customer Data Management functionality of Oracle Engagement Cloud acts as the customer master during Integration Cloud Service based integration between different cloud services (also known as spoke systems). You can use Customer Data Management to cleanse, consolidate, and share customer data across integrated cloud services. This topic explains how the duplicate resolution capability of the Customer Data Management functionality merges records across integrated cloud services, for example, how it merges an Oracle Engagement Cloud account or contact with an Oracle Service Cloud account or contact.

Merge Operation Process for Point to Point Integration

In this integration scenario, Customer Data Management provides the duplicate resolution capability to a single spoke system.

The following diagram shows the before merge status of two contacts, Contact A and Contact B, of an account from Spoke 1.

Merge status of two contacts, Contact A and Contact
B, of an account from Spoke 1

The following diagram illustrates how the two contacts, A and B, of the account from Spoke 1 are being merged in CDM and how the Contact A emerges as the survivor and the Contact B becomes the victim.

The two contacts, A and B, of the account from
Spoke 1 are being merged in Customer Data Management and Contact A
emerges as the survivor and the Contact B becomes the victim

The following diagram shows the after merge status of two contacts, A and B, of the account. Note that in Spoke 1 only Contact A has survived and remained active after the merge.

The after merge status of two contacts, A and B,
of the account. Note that in Spoke 1 only Contact A has survived and
remained active after the merge

Merge Operation Process for Publish and Subscribe Integration

In this integration scenario, Customer Data Management provides the duplicate resolution capability to two or more integrated cloud services or spoke systems. Duplicate data from spoke systems is consolidated in CDM and the mastered data is published to the subscribing spoke systems.

The following diagram shows the before merge status of two contacts, A and B, of an account that exists both in Spoke 1 and Spoke 2.

The before merge status of two contacts, A and
B, of an account that exists both in Spoke 1 and Spoke 2

The following diagram shows the after merge status of two contacts, A and B, of the account.

 The after merge status of two contacts, A and
B, of the account

Take note of the following:

  • Data about Contacts A and B comes in Customer Data Management registry from both the spoke systems.

  • The merge is taking place in Customer Data Management registry and any owned objects by the victims are moved (re-parented) to survivor record in CDM.

  • The mastered data is published to both the spoke systems and, consequently, Contact B is deleted from both the spoke systems.

  • When performing merge across different cloud services using ICS based integration, you should explicitly publish to merge events and not rely on account, contact, and household composite events. You can publish merge events by implementing the Resolution Request business event in ICS.