1. Integrating Sales with Oracle E-Business Suite, Release 12.1.3
  2. Customer Data Matching with Oracle E-Business Suite

Customer Data Matching with Oracle E-Business Suite

This process lets you match customer records in Oracle CX Sales with Oracle E-Business Suite.

During the customer synchronization process, customer records must be searched in Oracle E-Business Suite before synchronizing. The process calls the DQM Search Service web service in Oracle E-Business Suite, which returns a list of potential matches. DQM Search Service also offers fuzzy-matching capabilities.

If the customer record exists in Oracle E-Business Suite and there is only one match, then the process saves a cross-reference in Oracle CX Sales as an XREF custom object. The cross-reference contains the local identification in Oracle CX Sales and the remote identification in Oracle E-Business Suite.

If the customer record exists in Oracle E-Business Suite and has multiple potential matches, then the user is presented with a user interface (UI) where the potential matches are displayed. The user selects the candidate match. The process then associates the record in Oracle E-Business Suite with the record in Oracle CX Sales by saving cross-references.

If the customer record does not exist in Oracle E-Business Suite, then the Organization Service web service is called in Oracle E-Business Suite to create a new customer record. The process then saves a cross-reference in Oracle CX Sales with the local identification in Oracle CX Sales and the remote identification in Oracle E-Business Suite.

Detailed Customer Data Matching Process

The following figure illustrates the customer data matching sequence.
A figure that illustrates the customer data matching sequence.

When a salesperson performs a customer matching operation in Oracle CX Sales the following sequence takes place:

  1. The process returns the Account object from Oracle CX Sales, and determines the customer synchronization status.

  2. If the customer is not synchronized, or if the status is null, then the process calls the FindParties method in the DQM Search Service web service to perform a customer search in Oracle E-Business Suite. The customer search returns a list of matching candidates.

  3. If there is no matching record, then the process calls the CreateOrganization method in the Organization Service web service in Oracle E-Business Suite. Organization Service returns the remote customer identification.

  4. The process creates an XREF custom object in Oracle CX Sales using the local identification in Oracle CX Sales and the remote identification from Oracle E-Business Suite.

  5. The process sets the synchronization status to Synchronized.