1. Implementing Customer Data Management for Sales and Fusion Service
  2. Merge Operation Process During Integration Cloud Service Based Integration

Merge Operation Process During Integration Cloud Service Based Integration

The Customer Data Management functionality of Oracle CX Sales and Fusion Service 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 CX Sales and Fusion Service 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 master and the Contact B becomes the non-master.

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 master and the Contact B becomes the non-master

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 non-masters are moved (re-parented) to master 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 Updated business event in ICS.