An introduction into how webservices are used with Oracle's Siebel CRM On Demand (OD). OD is a CRM SaaS solution which rarely stands alone. So, integration is key. Ebicus BV specializes in this field since CRM On Demand started, several years ago. Ebicus is a Market Leader in implementing and supporting Oracle Siebel CRM On Demand.

1. Ebicus
Web Services On Demand
An introduction to the usage of web services with
Oracle CRM On Demand

2. Web Services – What are they?
Some Business Definitions of Web Services
 Web services are self-contained business functions that operate
over the Internet.
 A Web service is a piece of functionality taken from a company's
business processes or infrastructure ... made accessible over the
Internet ...quot;
Slightly Technical Definitions of Web Services
 Web services access programmatic functionality over open
protocols using XML and HTTP ...quot;
 Using HTTP [Internet], programs executing on one machine can
allow remote programs, even web-pages, to access (or Consume)
well defined business functions.
2
© 2006 Ebicus BV

3. Web Services On Demand (WSOD)
 What are Web Services On Demand?
 Oracle CRM On Demand Functionality Exposed over the Internet for
Customer Consumption
 Oracle CRM On Demand Integration Interfaces that adhere to
industry standard Web Services protocols (SOAP/XML based)
 More Information
 Oracle CRM On Demand is a Web Services Provider
 Customers can use any industry standard tool (including .NET,
Java, VB etc) to build applications that will use WSOD
PLEASE NOTE: WSOD is not a feature that can be used on it’s own.
It is a programming interface. It requires the customer to build or
buy an application that will make use of those interfaces.
3
© 2006 Ebicus BV

4. Web Services – What can I do with them?
 Web Service Provider
 Offer up business services through a programmatic interface for
other people to access over the internet (or network)
 CRM On Demand is a Web Services Provider (i.e. we offer
interfaces for other people to use)
 Web Service Consumer
 A program that uses Web Services functions provided by a service
provider
 CRM On Demand is NOT a Web Services Consumer – We don’t
currently go out and invoke another application’s Web Services
 Other Notes
 Web Services are Platform and Operating System Independent
 Web Services are programmatic interfaces and do not have a user
interfaces
 People build applications and User Interfaces to make use (or
consume) of Web Services
4
© 2006 Ebicus BV

5. Web Services Architecture
Other Applications
Desktop
Application
Internet
Query
Update
Oracle CRM Web
Custom Integration
Services
On Demand Application Middleware
APIs
Create
Delete
Enterprise
Application
5
© 2006 Ebicus BV

6. Integration Scenarios
 The following scenarios are very simple examples of how
customers can use web service with CRM On Demand to solve
business and technology problems.
 ALL of these examples will require the customer to develop or
alter their application code.
6
© 2006 Ebicus BV

7. Integration Scenario: Web Based Data Capture
 Scenario 1 – Web Lead Capture
 Customer has a web page where people can enter their email
address and name to request more product information
 Sample Solution
 The customer web page can be modified to automatically use
WSOD to insert the new contact into Oracle CRM On Demand as a
Lead
 Scenario 2 – Web Based Service Request Entry
 Customer has a web page where their contacts can create a help
ticket online with a description
 Sample Solution
 The customer web page can be changed to take the customer ID
number and look them up in the OD (CRM On Demand) database
 A Service Request can then be inserted into OD under that contact
7
© 2006 Ebicus BV

8. Integration Scenarios
 Scenario – OnPremise Application Integration
 Customer has an On Premise (not on demand) application that
handles their complex order entry process and they want to
integrate it with OD so it can get customer information for shipping
 Potential Solution
 On Premise application takes the customer ID and queries the
Contact object to retrieve the address and phone number data from
OD
 Scenario – Daily Summary Emails
 A customer currently has an On Premise application that sends a
daily summary to each sales rep in the morning and they want to
include a list of new opportunities
 Potential Solution
 Using Web Services, the On Premise application can query for a a
list of new opportunities for each user and add them to the email.
8
© 2006 Ebicus BV

9. Technical Information
 Internet Security
 All communications are encrypted using SSL (mininum 128 bit)
 Data Security
 Applications must login using a valid UserID and Password over
HTTPS
 Role security is enforced based on the logged in user
 All of the interfaces have been tested to ensure that company
privacy is strictly enforced
 Limiters
 Oracle CRM On Demand Web Services have limiters to prevent
system overload (limited request rates, and limited request sizes)
9
© 2006 Ebicus BV

10. Ebicus Service Approach to Integration
 What design steps does Ebicus perform to supply integration
needs?
 We first identify functional needs and perform a functional design
 Our dedicated CRM On Demand team defines a technical solution,
considering existing capabilities, commercial off the shelf solutions
and customized options, optimizing your time and budget
 We support your architecture, using “point to point” or “hub and
spoke” integration models, either “real time” or “batch” integration
 How to proceed?
 We always use Development and Test Phases before going live.
Ebicus can host your integration services. We provide ongoing
support and maintenance. We deliver training and facilitate your
data and application migration process.
10
© 2006 Ebicus BV

11. Thank you. More information at:
 For more information:
 Call Carolien Graafsma or Huub van Rijswijck at: +31 (0)20 48.68.146
 Or visit: www.ebicus.com
11
© 2006 Ebicus BV

12. Ebicus is an official Oracle partner.
Ebicus and its logos are trademarked by Ebicus BV, Amsterdam..
“Siebel”, “CRM On Demand”, “Oracle” and “Oracle Partner” are trademarks of Oracle, Other names and brands may be
claimed as the property of others. Information regarding third party products is provided solely for educational purposes.
Ebicus is not responsible for the performance or support of third party products and does not make any representations or
warranties whatsoever regarding quality, reliability, functionality, or compatibility of these devices or products.
Copyright ©2009 by Ebicus BV, Amsterdam. All rights reserved
www.ebicus.com + 31(0)20 48.68.146
12
© 2006 Ebicus BV