18

Extensibility and Integration

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Implementing Oracle Engagement Cloud 18 - 1

Objectives

After completing this lesson, you should be able to:

• Describe ways in which Engagement Cloud can be modified
• Identify the tools available for tailoring Engagement Cloud
• Define Engagement Cloud integration
• Identify Engagement Cloud integration mechanisms

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Modifying Engagement Cloud

• Engagement cloud can be modified to better meet the needs and preferences of the
deploying enterprise by:
– Extending Engagement Cloud to enable new functionality
– Tailoring Engagement Cloud to match the enterprise's business model
– Integrating Engagement Cloud with other enterprise systems

More

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Extensibility

• Is the ability to add functionality to the base Oracle Engagement Cloud application
• For example, you can:
– Create new page layouts
– Create new processes or workflows
– Add fields to existing business objects or create new objects

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Extensibility Tools

• Are similar to those available in Oracle Sales Cloud:

– Oracle Page Composer
– Oracle BI Composer
– Oracle Process Composer
– Oracle Application Composer

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Oracle Application Composer

• Is a tool used in to modify business objects and business logic

• Includes a set of wizards to simplify, and in some cases eliminate, coding
• Can be used to:
– Tailor standard business objects
– Create new custom objects
– Manage custom object security
– Manage object relationships
– Create business object workflows
– Create global functions
– And so on

More

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Tailor Standard Business Objects

• Add custom fields to the object

• Modify the fields on the object pages, for example:
– Show or hide fields, including custom fields
– Make fields required or read-only
– Add business logic to determine when a field is editable
– And so on
• Add action buttons and/or links to the object pages
• Write validation or triggered scripts for the object

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 Create New Custom Objects

• You can also create custom objects to extend the underlying data model
– For example, a Warranty object to hold information about product warranties, or a
Promotion object to hold information about special offers, sales, or discounts
• After you create the object, you then add custom fields as needed to store data for that
object
– For example, the expiration date or a warranty or promotion
• Both standard and custom objects can be associated in relationships including:
– One-to-many relationships
– Many-to-many relationships

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For custom objects only (not standard objects), security is set and managed within Oracle
Application Composer.

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Create Business Object Workflows

• Object workflows run when specific conditions are met, such as:
– A certain field or set of fields is changed
– The new values of the field or fields match some criteria
• Object workflows invoke one or more actions, such as:
– Updating fields within the object
– Sending an e-mail notification to specified recipients
– Generating one or more tasks
– Sending an outbound message to a message queue
– Invoking a business process flow

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Create Global Functions

• Global functions
– Can be used for any object
– Are written in the Groovy scripting language
• For example, a function can be created that will send a text message to a mobile device,
and that can be used within the business logic of any object

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Extensibility Tools Documentation

• For more information and documentation on using extensibility tools, visit:

– https://docs.oracle.com/cloud/latest/salescs_gs/OACEX/index.html

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Integration

• Is sharing data and/or functionality between Engagement Cloud and other systems,
whether on-premises or in the cloud

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Integration Solutions

• Available tools include:

– Oracle Integration Cloud Services (ICS)
– Web Services
– Import/Export
– Representational State Transfer (REST) Application Programming Interface (API)

More

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Implementing Oracle Engagement Cloud 18 - 13

 Oracle Integration Cloud Services (ICS)

• Is a cloud-based subscription service that is an integration platform

• Simplifies building integrations to applications and services both in the cloud and on-
premises
• Has a simple drag-and-drop interface to eliminate some of the detailed hand-coding
required in a custom integration
• Pre-built, customizable integrations are available from Oracle

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For more information: https://cloud.oracle.com/en_US/integration/features

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 Oracle ICS Example

• There is a prebuilt integration flow between Engagement Cloud and Oracle Field Service
Cloud
– Available to subscribers of Engagement Cloud, Integration Cloud Services, and Field
Service Cloud
– Associates a Work Order with a Service Request
– Creates a bi-directional synchronization between Service Request Work Orders in
Engagement Cloud and Activities in Field Service Cloud
— Uses both ICS and point-to-point integration

Continued...

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In Release 13, Work Orders are always associated to Service Request, but in future releases, Work
Orders may be standalone or associated to other extensible objects.

For more information:

https://cloud.oracle.com/en_US/service-cloud/features
http://docs.oracle.com/cloud/latest/salescs_gs/FAIEC/FAIEC2419094.htm#FAIEC2419094
http://docs.oracle.com/cloud/latest/fieldservicecs_gs/index.html
http://docs.oracle.com/en/cloud/paas/integration-cloud-service/index.html

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 Oracle ICS Example

• An example of an integrated workflow for a service request that requires a field service
activity
2. Agent determines that a Field Service
technician is required to resolve the customer
issue and creates a work order
1. Customer calls in
or submits SR
Service
3. Dispatch assigns
through Self Service Agent a technician to work
the order/field
Field service activity
Customer Dispatch
Service
Engagement Cloud
Cloud

5. Agent verifies 4. Technician

that the issue is completes the work
Technician order/field service
resolved and Service
closes the SR activity
Agent

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Learning More about Oracle Integration Cloud Service

• Demonstration videos are available at

http://docs.oracle.com/en/cloud/paas/int
egration-cloud-service/index.html

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Implementing Oracle Engagement Cloud 18 - 17

Web Services Integration

• Customers can write their own integrations with any external system that can work with
Representational State Transfer (REST) or Simple Object Access Protocol (SOAP)
• Any external systems that support SOAP Web Services or REST calls can be integrated
with Engagement Cloud by using Groovy scripting
• For example, developers (in-house, partner, or Oracle consultants) can write code to import
items from another system by calling SOAP or REST functions provided by that system
• Similarly, other systems can access data using Engagement Cloud's public REST endpoints
– Engagement Cloud does not offer SOAP services

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REST API

• The REST API can access objects such

as:
– Service Requests
– Categories
– Queues
– And so on
• Full documentation on the REST API is
available at
https://docs.oracle.com/cloud/latest/sale
scs_gs/FAAPS/

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 Testing Access to the REST API

• Issue a GET request using a browser

• For example, typing the URL https://origin-<your site and
domain>/serviceApi/resources/latest/serviceRequests into Firefox returns XML-
formatted data on all Service Requests
– Consult documentation for other available options for GET requests

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This information can be used to verify that you can access the REST API, and to view the data that
is available via a REST call.

Note that when accessing the REST API in this way, you will need to provide appropriate credentials
interactively in a dialog that will appear in your browser.

Also note that if you are trying to access an Engagement Cloud site on one domain from a different
domain (even if both domains are owned by the same entity), you will be making a cross-origin
request, and for security reasons, those are restricted.

Different browsers handle cross-domain requests differently. For example, you can access an
Oracle Engagement Cloud lab environment on the domain oracledemos.com using Firefox from
another domain (such as oracle.com) by using a URL in the form of:
https://origin-xxx####-crm.oracledemos.com/ …

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Import/Export

• Engagement Cloud includes built-in functionality for:

– File-based import and export
– Bulk export
• Currently, these objects are supported for import:
– Service Request
– Queue
– Category
• The import/export mechanisms in Engagement Cloud are similar to those in Oracle
Sales Cloud
– Use the "Manage File Export Activities" and "Manage Import Activities" tasks

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Recommended Practices

• Begin with the simplest implementation of Engagement Cloud that meets your basic
needs
• Add extensions or integrations one-by-one after the basic implementation is stable and
tested

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Lesson Highlights

• Engagement Cloud can be modified and enhanced to meet special organization needs
by:
– Extending its functionality with items such as new business objects
– Tailoring its appearance with tools provided to edit the user interface
– Integrating it with other external applications and data using tools such as ICS, the
REST API, or import/export

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