Oracle Service Cloud Integration with EBS
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The document outlines the integration of Oracle Service Cloud with Oracle E-Business Suite (EBS) to enable service agents to create and manage sales orders, RMAs, and return with replacement orders without leaving the Service Cloud interface. Two primary integration methods are discussed: using the Oracle Integrated SOA Gateway (ISG) and the Oracle Integration Cloud. Key components of this integration include the implementation of the SOA gateway, development of UI workflows, and the ability to call EBS web services for error handling and data management.
![Oracle Service Cloud Integration with EBS
Use Case –
1. Service Agent Create and Book Order in [On-Premise] Order Management from Service Cloud,
2. Service Agent create and book RMA in [On-Premise]Oracle Order Management from Service Cloud.
3. Service Agent Create and Book “Return with Replacement” order in [On-Premise] Order Management
from Service Cloud.
Solution –
There are many possible way to connect Oracle Service Cloud with on-Premise e-business Suite
1. Integrate Service Cloud with Oracle EBS using Oracle Integrated SOA Gateway (R12.1.3+)
2. Integrate Service Cloud with Oracle EBS using Oracle Integration Cloud
In next couple of slides we will talk about the option # 1 ( Integration using ISG). With this integration in place
user can create and book Orders/RMA in EBS from Service Cloud without leaving Service Cloud. No data will be store
In service cloud side , all EBS related data will remain in EBS tables ( unless there is need to capture some key data and
Store in Service Cloud,](https://image.slidesharecdn.com/svctoebs-180527165539/85/Oracle-Service-Cloud-Integration-with-EBS-2-320.jpg)
Oracle Service Cloud Integration with EBS
- 1. Oracle Service Cloud to EBS Integration Design Develop Test Implement Analyze Bizinsight Consulting Inc
- 2. Oracle Service Cloud Integration with EBS Use Case – 1. Service Agent Create and Book Order in [On-Premise] Order Management from Service Cloud, 2. Service Agent create and book RMA in [On-Premise]Oracle Order Management from Service Cloud. 3. Service Agent Create and Book “Return with Replacement” order in [On-Premise] Order Management from Service Cloud. Solution – There are many possible way to connect Oracle Service Cloud with on-Premise e-business Suite 1. Integrate Service Cloud with Oracle EBS using Oracle Integrated SOA Gateway (R12.1.3+) 2. Integrate Service Cloud with Oracle EBS using Oracle Integration Cloud In next couple of slides we will talk about the option # 1 ( Integration using ISG). With this integration in place user can create and book Orders/RMA in EBS from Service Cloud without leaving Service Cloud. No data will be store In service cloud side , all EBS related data will remain in EBS tables ( unless there is need to capture some key data and Store in Service Cloud,
- 3. Oracle Service Cloud Integration with EBS Key Components for this Integration 1. Oracle SOA gateway Implementation 2. Development of UI workflow at Service Cloud side to invoke EBS webservice to create and view EBS Orders /RMA. 3. Call to Oracle EBS Web Services (SOAP/REST) from Service Cloud 4. Error Handling Additional Information on ISG 1. Oracle E-Business Suite Integrated SOA Gateway (ISG) is a complete set of service infrastructure to 1. Provide 2. Consume, and 3. Administer Oracle E-Business Suite Web services. 2. ISG provides a mechanism that allows native packaged integration interface definitions residing in Oracle Integration Repository to be further transformed into Web services , that means Integration interfaces ( • PL/SQL • Concurrent Programs • Java • XML Gateways , EDI etc published in the Oracle Integration Repository can be transformed into SOAP and REST based Web services . 3. SOAP-based services are described in WSDLs and are deployed to the application server for service consumption. 4. REST services described in WADLs are used for user-driven application
- 4. Oracle Service Cloud Integration with EBS Oracle Integrated SOA Gateway Inbound / Outbound SOAP Services R12.1 + REST Services R12.2 + On - Premise Oracle EBS Database Request RequestEBS Adapters Java and Database APIs Response Response
- 5. Integration Points Create /Update Order /RMA/Replacement Order Query Order /RMA/Customer History Integration Integration Integration Oracle Integration ISG
- 6. Oracle Service Cloud Integration with EBS Oracle Service Cloud is an ideal front-end for receiving and chronicling customer interactions initiated by phone, web, chat, email or social media. Customer service agents can use it to interact with customers, track the status of open issues, and with Integration with Oracle Order Management they can Create 1. Sales Order/Repair Order 2. RMA 3. Or Return with Replacement order and dispatch technicians to customer locations , an integration with Order Management ensure a seamless flow of data and functions. And that too without existing the Service Cloud. Request Response
- 7. Thank You. Bizinsight Consulting Inc For any additional information please feel free to reach us at inquiry@bizinsightinc.com