2Introduction

This chapter contains the following:

Overview of the Integration

This guide outlines the implementation and configurations steps required to set up an integration between CX Sales and the B2C Service that enables you to accomplish the following:

  • Support a seamless exchange of customer, contact, and incident information between the two applications.

  • Display (inside CX Sales) all the service requests associated with a specific account, even if they were created in B2C Service.

  • Perform a smooth redirection from CX Sales to B2C Service upon drilling down on a service request in CX Sales.

The integration is designed to support customers who want to take advantage of the latest capabilities of the CX Sales application, and use their existing investment in B2C Service. In the integration, accounts and contacts from CX Sales can be synchronized with organizations and contacts in B2C Service. This synchronization is executed using Oracle Cloud Infrastructure as the backbone for mapping and information exchange. Additionally, the integration enables you to synchronize incidents from B2C Service with Service Requests in B2B Service.

This guide is designed to be used as a template. This guide is a starting point that shows how CX Sales and B2C Service can be connected to create a value-added business process and user experience. You must enter the documented configurations and install the documented patches to create the integration.

However, this integration is not a turnkey solution. Each implementation of CX Sales and B2C Service is unique, and each customer has different needs that have led them to implement application configurations to support their unique business requirements. While the steps in this guide describe how to connect a nonconfigured CX Sales instance to a nonconfigured B2C Service instance, they can be combined with configurations that have already been applied to each instance.

This Oracle Cloud Infrastructure based solution enables subscribers to integrate CX Sales and B2C Service cloud services. For more information on Oracle Cloud Infrastructure, see: https://docs.cloud.oracle.com/en-us/iaas/Content/home.htm.

Integration Component Architecture

This guide outlines the integration between CX Sales and B2C Service Integration. Though the integration is between Oracle CX Sales and the B2C Service of Oracle CX Service, there is no direct communication between the two applications. Instead, all exchange of data is done through Oracle Cloud Infrastructure, which acts as a broker between the two applications.

Bidirectional integration requires some key capabilities such as guaranteed delivery, retry and restart mechanism and so on. Oracle Cloud Infrastructure is a complete, secure, but lightweight integration solution that enables you to connect your applications in the cloud. It simplifies connectivity between your applications, and can connect both your applications that exist in the cloud and your applications that are still maintained on premises.

This integration manages error handling and guaranteed delivery by introducing concrete fault handling and prevention measures in the integration layer that are realized through Oracle Cloud Infrastructure. The integration domain covers typical elements and integration functionality, such as adapters for connectivity to back-end systems, routing, transformation, and filtering.

Overview of Matching Geographies

Geographies refer to countries, states and provinces, and the way in which each application stores these values. For the integration to function successfully, both CX Sales and B2C Service must have matching geographies. In other words, countries, states, and provinces defined in one application must match those of the other application. For example, if one application uses two letter codes to define the state or province, the other application must use the same format rather than using full names or a different code. For more information, refer to Appendix D.

Account Synchronization Process Flows

The integration supports the synchronization of Sales Account in CX Sales with Organizations in B2C Service.

  • Synchronize Sales Accounts created in CX Sales as organizations in B2C Service

  • Synchronize updates made in B2C Service to the previously mentioned organizations with the corresponding Sales Account in CX Sales.

Synchronize CX Sales Accounts with B2C Service

Sales Accounts in CX Sales are propagated to B2C, where they are replicated as Organizations under the following business scenarios and with some constraints:

  • Creates and updates on only Sales Accounts that are of type Customer (not type Prospect) are shared from CX Sales to B2C Service.

  • When a new sales account (of type Customer) is created in CX Sales, it's replicated as an Organization in B2C Service. If the record is of type Prospect, the record isn't replicated in B2C Service.

  • When an existing sales account is promoted from type Prospect to type Customer, the record is replicated as an Organization in B2C Service.

  • Only updates to a sales account of type Customer are propagated from CX Sales to B2C Service and applied to the corresponding organization record in B2C Service. Updates to sales account of type Prospect aren't propagated to B2C Service.

  • When a sales account of the type Customer is demoted to a Prospect, that demotion isn't reflected in B2C Service.

Synchronize B2C Service Organizations with CX Sales

Organizations in B2C Service are propagated to CX Sales, with the following constraints:

  • Organizations that are created in B2C Service are not propagated to CX Sales, both when they are created and also during subsequent updates

  • Updates to organizations that originated in CX Sales are shared with CX Sales. The Customer type, is a mandatory attribute in CX Sales. It isn't an attribute in B2C Service, so be aware of the following:

Shared Attributes Between B2C Service and CX Sales

Here's a list of shared attributes between the two data models:

Attribute Character Length in CX Sales Character Length in B2C Service CX Sales to B2C Service Synchronization Details B2C Service to CX Sales Synchronization Details

Name

360

80

Truncation after 80 bytes

Not applicable

Type

Lookup

Not applicable

Type not stored in B2C Service, so not passed.

Address.Street

240

240

CX Sales supports 4 lines of 240 characters each. OSvC supports only 1 line of 240 characters. So, all trailing spaces on each of 4 lines are stripped off and the remaining strings concatenated to each other.If the resulting string is longer than 240, truncation occurs after 240 characters.

The entire address from B2C Service is fitted into one line in CX Sales.

Address.City

60

80

The City field is shorter in CX Sales than in B2C Service. So, no possibility of any truncation in CX Sales to B2C Service direction.

There is truncation if the city name is longer than 60 characters.

Address.State

Lookup

Lookup

Makes sure the lookup values are in sync between the two systems. If not, the record will not be synchronized.

Makes sure the lookup values are in sync between the two systems. If not, the record will not be synchronized.

Address.Postal

10

Address.Country

Lookup

Lookup

Make sure the list of countries are in sync between the two applications to ensure trouble-free synchronization.

Make sure the list of countries are in sync between the two applications to ensure trouble-free synchronization.

Contact Synchronization Process Flows

The integration supports the synchronization of Contact data between CX Sales and B2C Service.

Synchronize CX Sales Contacts with B2C Service

Contacts in CX Sales are propagated to B2C Service under the following business scenarios and have some constraints:

  • When a new contact is created in CX Sales, it's replicated in B2C Service.

  • When an existing contact in CX Sales is updated, the updates are propagated and applied to the corresponding contact in B2C Service.

Synchronize B2C Service Contacts with CX Sales

Here's how Contact records are handled in the B2C Service to CX Sales synchronization:

  • Contacts that originate in B2C Service are not propagated to CX Sales, both when they are created and also during subsequent updates.

  • Updates performed in B2C Service to contacts that originated in CX are propagated to CX Sales. Make sure the list of countries and states are synchronized between the two application to ensure smooth synchronizing of records.

Shared Attributes Between B2C Service and CX Sales

Here's a list of shared attributes between the two data models:

Attribute Character Length in CX Sales Character Length in B2C Service CX Sales to B2C Service Synchronization Details B2C Service to CX Sales Synchronization Details

Address.City

60

80

The City field is shorter in CX Sales than in B2C Service. So, no possibility of any truncation in CX Sales to B2C Service direction.

The city name is truncated if it's longer than 60 characters.

Address.Country

Lookup

Lookup

Make sure the list of countries are in sync between the two applications to ensure trouble-free synchronization.

Make sure the list of countries are in sync between the two applications to ensure trouble-free synchronization.

Address.PostalCode

10

Address.State

Lookup

Lookup

Makes sure the lookup values are in sync between the two systems. If not, the record will not be synchronized.

Makes sure the lookup values are in sync between the two systems. If not, the record will not be synchronized.

E-mail Address

80

E-mail from CX Sales is mapped to the Primary e-mail address on B2C Service.

Primary e-mail takes precedence over Alt1 which takes precedence over Alt2 e-mails addresses.

First Name

150

80

Truncated if longer than 80 characters.

 

Last Name

150

80

Truncated if longer than 80 characters.

 

Organization

Lookup

Lookup

 

 

Phone Numbers

 

80

Only Work and Mobile numbers are mapped.

Only Work and Mobile numbers are mapped.

Service Request and Incident Synchronization Process Flows

Not all Incidents that are created or updated in B2C Service are synchronized with CX Sales. Only Incidents that satisfy all of the following criteria get propagated to CX Sales:

  • The incident is associated with an Organization.

  • The Organization that is associated with the Incident must have been originally created in CX Sales.

Share Attributes Between B2C Service and CX Sales

For Incidents that are actually propagated to CX Sales, only the following attributes are shared:

Attribute Data Type and Length in B2C Service Attribute in CX Sales Data Type and Length in CX Sales Additional Details

Subject

String (240)

Title

String

Organization

Long

AccountPartyId

 

 

Status

Small Integer

status

 

The following seeded values map to the appropriate values in CX Sales:

  • Unresolved

  • Waiting

  • Updated

  • Solved

Any status value other than these values is set to New by default if it is not mapped in OIC.

Software Requirements for Software Requirements for CX Sales and B2C Service

This topic lists the software requirements for implementing the CX Sales and B2C Service integration using Oracle Cloud Infrastructure.

The software requirements are as follows:

  • Software Requirements for CX Sales: For the list of supported web browsers for CX Sales, see: http://www.oracle.com/us/products/system-requirements/overview/index.html

  • Software Requirements for B2C Service: The integration is designed to work with B2C Service Release 19D and above. For all documentation related to the latest B2C Service release, see: https://docs.oracle.com/en/cloud/saas/cx-cloud-suite/index.html.

  • Software Requirements for Oracle Cloud Infrastructure: The integration is designed to work with Oracle Cloud Infrastructure version 19.4.3.0.0 or later.