Implementation Guide to integrate Buzzient Social CRM with Oracle Siebel 7.8. This is the only Social CRM integration for Siebel v7

1. Buzzient – Siebel 7.8 Implementation Guide
Updated: July 2013
Table of Contents
1
Executive Overview ....................................................................................................................... 3
2
Introduction.................................................................................................................................... 4
3
Functionality .................................................................................................................................. 6
3.1
3.2
Service Request Social Media Interactions View ................................................................... 6
3.3
Service Request Social Media Response View ...................................................................... 7
3.4
Social Media Screen - All Posts View .................................................................................... 8
3.5
4
Contacts Social Profile View ................................................................................................... 6
Social Media Screen - Dashboard View................................................................................... 8
Implementation and Configuration Steps ...................................................................................... 9
4.1
4.2
5
High-level Steps ..................................................................................................................... 9
Prerequisites and Required Information............................................................................... 10
Configuration Overview ............................................................................................................... 11
5.1
5.2
Siebel Application ................................................................................................................. 12
5.3
6
Siebel Tools .......................................................................................................................... 12
Importable Files .................................................................................................................... 12
Security Considerations ............................................................................................................... 13
6.1
6.2
7
Storing user-specific Buzzient Apikeys ................................................................................. 13
Internet Explorer Browser Settings ....................................................................................... 13
Siebel Configuration Steps .......................................................................................................... 15
7.1
7.2
Siebel Application ................................................................................................................. 17
7.3
8
Siebel Tools .......................................................................................................................... 15
Available Buzzient Administration and Statistical Pages: ..................................................... 23
Test ............................................................................................................................................. 25
8.1
8.2
Test Service Request Creation ............................................................................................ 26
8.3
9
Test Connectivity .................................................................................................................. 25
Test Engagement ................................................................................................................. 27
Appendix A .................................................................................................................................. 30
9.1
Business Components .......................................................................................................... 30
9.2
Link Object............................................................................................................................ 33
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
1

2. 9.3
Business Object.................................................................................................................... 33
9.4
Integration Objects ............................................................................................................... 34
9.5
Business Service .................................................................................................................. 40
9.6
Applet Objects ...................................................................................................................... 41
9.7
View Object .......................................................................................................................... 44
9.8
Screen Object ....................................................................................................................... 46
9.9
Application Object................................................................................................................. 47
9.10 Table Object ......................................................................................................................... 47
9.11 Workflow Object ................................................................................................................... 48
10
Appendix B .................................................................................................................................. 56
10.1 Business Components .......................................................................................................... 56
10.2 Applets .................................................................................................................................. 57
11
Troubleshooting .......................................................................................................................... 58
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
2

3. 1 Executive Overview
This document details the steps to integrate Oracle Siebel CRM 7.8.x with Buzzient, an
Oracle Gold Partner. The paper provides the minimum configuration necessary to leverage
social media as a new channel in Siebel CRM.
Please note that this technical guide details example configurations for Siebel 7.8.x. The
implementation and the steps required may differ for various Siebel releases and
architectures.
This solution is provided as a technical white paper and has not been fully tested by
Buzzient, as formal support for Siebel begins with version 8.1.1.4. When implementing this
solution, it is always advised to take necessary precautions and fully test in a development
and test environment. For support and extended information related to Buzzient, please
contact Buzzient Support at service@buzzient.com.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
3

4. 2 Introduction
Buzzient Enterprise automatically harvests, stores, analyzes and integrates social media
content based on your specifications. You choose the keywords you would like to harvest
and analyze, such as your company name, brands and/or products, competitors or topics.
The system constantly collects and analyzes public posts mentioning your keywords from
sources that can include:
•
Twitter
•
Facebook (posts from authorized pages, e.g. your company’s Facebook page)
•
Facebook (publicly available posts via Graph Search API)
•
RSS (blogs, discussion boards, etc.)
•
YouTube comments, iTunes and Android Market reviews
The integration approach operates in both a “pull” and “push” model. The Siebel user’s UI
pulls content from Buzzient for display. When an action is required (e.g. creating a Service
Request) Buzzient pushes the content to the Oracle Siebel CRM instance to create the
object. Importantly, everything is transparent to the end user.
Figure 1: High level architecture diagram of the integration (Buzzient integrates with both on-premises and SaaS apps)
© 2013 Buzzient, Inc.
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4

5. At a high level, a typical Buzzient-Siebel flow includes these main steps.
1. Buzzient filters inbound posts. Filter criteria are defined in Buzzient.
2. Buzzient sends the posts to a Siebel Workflow Process. Inbound posts may be sent
automatically or manually through the Buzzient User Interface (UI) embedded in
Siebel.
3. Once the inbound post is received, Siebel Workflow Processes execute and call
Siebel Business Services to:
•
Lookup the social author in existing Siebel Contacts. Contact lookup is based
on the author username and community. A Contact is created when the
social author does not exist; first and last name fields are created using the
social network data.
•
Create a Service Request for the existing or newly created Contact and
optionally route the new Service Request to Siebel Assignment Manager.
4. The Siebel user can respond to the social author through a Buzzient Response UI
embedded in Siebel.
5. Buzzient posts the response to the Social Web.
For this integration, the elements provided by Buzzient are:
1. A Buzzient UI accessed either from Siebel using a Symbolic URL or as a standalone
application. Customers will have to sign in Buzzient separately when a standalone
application is used.
2. A response UI displayed from a Social Media Response tab within Siebel Service.
•
This UI displays the post that originated the Service Request and any
reply/response for the post. It also provides the mechanism to respond to a social
author on the social channel.
3. Response API to post the response from the Siebel UI back to the social channel.
See the Implementation and Configuration Steps section for details on prerequisites and
requirements.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
5

6. 3 Functionality
The functionality enabled from this Buzzient-Siebel integration is illustrated below.
3.1 Contacts Social Profile View
The Social Profile View details information about any social network accounts your Contacts
may have.
Figure 2: Screenshot which shows a Contacts Social Profile
3.2 Service Request Social Media Interactions View
The Social Media Activities view details the interactions with a Contact via social media
responses related to a particular Service Request.
Figure 3: Screenshot which shows all social media interactions, captured as Activities
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Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
6

7. 3.3 Service Request Social Media Response View
The Social Media Response view allows the user to make a response via Buzzient to the
Contact which will also be logged as an Activity against the Service Request. When viewing
the social media post, you will notice that the hyperlinks related to Siebel CRM integration
appear when you hover over post:
Already in CRM: it is a status indicating if the current post has already been recorded in
the Siebel CRM system.
Reset CRM Status: A link that once clicked will allow resubmitting of the current post to
the Siebel CRM system. If the post already existed in the Siebel CRM system, it will be
updated.
Create Service Request: Likewise a post expressing a problem or issue can be sent into
your Siebel CRM system customer support workflow in an ad hoc or automated manner.
Figure 4: Screenshot which shows the Social Media Response view. The applet embeds a component of the Buzzient UI,
which facilitates a social media interaction from the Siebel application.
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7

8. 3.4 Social Media Screen - All Posts View
The All Posts view allows a social media administrator, community manager or any Siebel
user with permission to view all social media activity from within the Siebel UI. It is also
possible to instantly create a new Lead or Service Request from the embedded console in
the Siebel CRM application. This is achieved by hovering over the post to display the
“Create Lead” and “Create Service Request” hyperlinks.
Figure 5: Screenshot which shows the Social Media screen, allowing a Siebel user to easily see all social media posts from the embedded Buzzient UI.
3.5 Social Media Screen - Dashboard View
The Dashboard view allows a social media administrator or community manager to view all
social media sentiment about their products.
Figure 7: Screenshot which shows the Social Media screen, Dashboard view.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
8

9. 4 Implementation and Configuration Steps
4.1
High-level Steps
This high-level diagram assumes Customer already has an available Siebel environment
that can be configured for testing per this document. For example a test or staging instance.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
9

10. 4.2 Prerequisites and Required Information
1. Specific Web Services must be enabled for your Siebel CRM instance and be reachable
by Buzzient servers.
o
Your firewall must be configured to accept traffic from Buzzient servers, which
are hosted at Amazon EC2. Specific IP addresses will be provided by Buzzient.
2. Siebel Users of Buzzient-Siebel integration must have application permission to create
objects detailed in this integration, such as Service Requests and Contacts.
3. Submit to Buzzient:
o
Keyword Groups for your Buzzient system so it can be configured for content
harvesting.
o
Confirmation that you wish to use Siebel Activities (Business Component Action)
to track engagement history (an Activity record for inbound and outbound
engagements.)
If you do not wish to track engagement history in Siebel, or use a different
Siebel object to do so, please indicate so the appropriate flag in your
Buzzient system can be set accordingly.
o
Siebel user credential information for each integrated Siebel user in order to
generate apikeys. During testing this might only be one or two users.
o
URL to your specific Siebel Inbound Web Service. It will be in this general
format:
http://yourserver.domain.com/eai_anon_enu/start.swe?SWEExtSource=SecureWebService&SWEExtCmd=Execute
o
Download and send your WSDL (necessary for Web Services) after completing
Siebel-side modifications per this document.
If you are not familiar with that process, a short video is located here:
http://ondemand-education.com/corp/videos/BUZZ5/ODE-WWS.html
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
10

11. 5 Configuration Overview
This integration provides new Workflow Processes for Service Requests. The Workflow
Processes call Siebel Business Services to create Siebel objects. By leveraging Workflow
Processes the integration provides customers with flexibility to customize the integration.
Figure 8: Example of Service Request Workflow Process
New objects have been created and existing objects also modified to support the integration.
For example, the Service Request table was extended to store data specific to social media.
The new objects can be imported from the archive zip file associated with this document. The
changes to the S_SRV_REQ table should be performed manually, and are described in this
document in the section titled, 'Siebel Configuration Steps'. This is a summary of changes.
Step
Object Type
Description
1
Table
Service Request Table extended. New columns added to identify social attributes such as the social
community, author sentiment, post publish date, post ID, etc.
2
Business Component
New Fields added to the Business Components for Service Requests. A new business component
added for Social Profiles
3
Business Object
New Social Profile Business Component added to the Contact Business Object.
4
Applet
New social media columns added to the Applets for both the Service Request Detail.
5
Applet
New applet to display a Contact's Social Profiles.
6
Applet
New applet to display the listening platform partner's embedded response Ul in Service Requests.
7
Applet
New applet to display the listening platform partner's embedded social media monitoring Ul from a
Siebel tab.
8
Screen Object
New Response View for Service Requests
9
Screen Object
New Social Profile View for Contacts.
10
Screen Object
New Social Media screen with views for Dashboard and All Posts.
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11

12. Once the new and modified objects have been compiled and deployed, an Application
Administrator will need to add the new Views, assign to appropriate Responsibilities, setup
the Inbound Web Services and Symbolic URLs and optionally add Assignment Rules.
An overview of the configuration steps are detailed below:
5.1 Siebel Tools
Please note, the steps below using the archive file and Workflow Processes provided offer a
fast way to import the new objects and changes into the repository, if you wish, you can also
apply the same changes manually, and every repository change for this integration is
documented in the Appendix.
1. Create “Social Media” Project.
2. Lock projects (Social Media, Table Service Request, Contact (SSE), Service
(SSV), Contact) in Tools, extract the .zip file
3. Import Siebel78POC.sif after performing a backup of your Repository
4. Observe the merged changes, perform manual changes listed in the Siebel
Configuration Steps > Siebel Tools > Import Archive section
5. Apply the table changes (click Apply/DDL > choose Apply)
6. Stop Siebel Server, Compile SRF, Restart Siebel Server
5.2 Siebel Application
1. Add new Views, create new Responsibility (optional) and associate new Views to
relevant responsibility.
2. Create EAI Dispatch Rule Set
3. Create Inbound Web Services and Clear Cache
4. Add Symbolic URLs
5. Add new List of Values for Activity Type and Service Request Type
6. Clear the LOV Cache, Re-login to the Siebel Application
5.3 Importable Files
Some of the above elements are provided in the form of XML Files for import:
•
EAI Dispatch Rule Sets via Administration - Integration - EAI Dispatch Service
•
Web Service Inbound via Administration – Web Services - Inbound Web Services
•
Workflow Processes via Siebel Tools
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
12

13. 6 Security Considerations
The concept detailed in this white paper does not include a secure Single Sign On integration
between Siebel CRM and Buzzient. It is recommended that to complement this integration, a
SSO solution is implemented to suit your organizations security policies. Oracle Consulting
Services can also assist with this requirement.
Factors to consider for security:
•
Ports will need to be opened in the corporate firewall to allow the inbound and
outbound requests from Siebel and Buzzient.
•
Web Content in the Symbolic URL is generated on the Siebel Server.
•
An Apikey is required to authenticate between Siebel CRM and Buzzient. The
Apikey is provided by Buzzient.
•
The Apikey can be stored in the Siebel Application User Preferences View. An
example configuration is provided.
6.1 Storing user-specific Buzzient Apikeys
The changes provided for the Apikey solution are detailed in the Appendix B section.
6.2 Internet Explorer Browser Settings
If using an IE browser, ensure the security settings have Buzzient and Siebel as trusted sites
and allow for mixed content.
1. In your IE browser go to the Tools > Internet Options > Security tab.
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13

14. 2. Under the Trusted sites, click the Sites button and add to the list of Trusted sites:
a. Buzzient (http://customer.buzzient.com)
b. Siebel address
c. Make sure that the "Require server verification." box is unchecked.
3. Also for Trusted sites, click the Custom level button to enable three custom settings.
a. Enable “Access data sources across domains” in the Miscellaneous section.
b. Enable “Display mixed content” in the Miscellaneous section.
c. Enable “Navigate windows and frames across different domains” in the
Miscellaneous section. Click OK to save all three settings.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
14

15. 7 Siebel Configuration Steps
7.1 Siebel Tools
1. Project Object
Create a new a project to associate all new objects as well as our updated objects
1. In Siebel Tools, create a new project called, "Social Media"
2. Import Archive
Lock projects and import the archive (.sif) file
1. In Siebel Tools, lock the following Projects
•
Contact
•
Service
•
Service (SSV)
•
Social Media
2. Siebel Tools, select Tools > Import from Archive from the menu
3. Import the SIF file
•
Observe the proposed changes
o Archive the existing state of the Objects
o If you have NOT already modified these objects, choose to
“Overwrite” changes.
o If you have already modified the objects select “Merge” and review
each difference before selecting “File”, “Repository” or “Do Not
Import” accordingly.
3. Table Object
1. Apply changes to the Service Request Table objects as directed in the Appendix
A > Table Object > Service Request Table (S_SRV_REQ) section
2. In Siebel Tools, Query the Table object for "S_SRV_REQ"
3. On the Table object, select the record, select Apply/DDL, select Apply
4.
Select "Current Query” from the Tables picklist. Complete the appropriate schema
information for Database user and Database user password.
5. Confirm or modify the ODBC data source
6. Select Apply
7. Once completed, press the Activate button
© 2013 Buzzient, Inc.
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15

16. 4. Workflow Processes
1. In Siebel Tools, locate the following Workflow Processes:
•
SM Service Request
•
SM Update SR with New Contact
•
SM Update Service Request
2. Deploy the new Workflow Processes
•
For each Workflow Process, select Publish from the Toolbar.
•
Log in to the Siebel Application, navigate to Administration – Business
Process / Workflow Deployment
•
Query for each Workflow Process you published, click the Activate button.
•
Where appropriate, in the Active Workflow Processes Applet, choose a
Monitoring Level
5. Manual Changes
1. In Siebel Tools, associate the SM All Posts Screen to your chosen Application, as
a Page Tab or a Screen Menu Item as appropriate, adding Text as appropriate.
2. Create a New Link between Contact and SM Contact Social Profile
•
Enter Contact Id as the Destination Field
3. In Siebel Tools, update the Contact Business Object :
•
Insert a new Business Object Component Called “SM Contact Social
Profile” and select the Link created in the previous Step.
•
Insert, if necessary, the AnalyticsSSO Business Component into the
Contact Business Object, with no link
4. Create a New Screen View for the Service Request Screen
•
Associate the SM Service Request Response View, setting the Viewbar
Text and Menu Text to “Social Media Response”. It is suggested to create
a Symbolic String and associate it with the relevant String Reference.
Ensure “Display in Page” and “Display in Site Map” are checked
5. Compile these changes
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16

17. 7.2 Siebel Application
The following changes are performed by an administrator in the Siebel application
7.2.1 EAI Dispatch Rule Set
The purpose of the EAI Dispatch Rule Set is to extract specific data elements from an XML
message
1. Navigate to: Site Map - Administration - Integration - EAI Dispatch Service View
2. In the Rule Sets applet, create a new record named "Social Media SR Info"
3. In the applet called Rules, create a new record with the following properties:
Sequence
Search Expression
1
/*
4. In the applet called Transforms, create three new records with the following
properties:
Target
Source Expression
Property Name
Property
/*/*/*/*@SM Author
Author
Property
/*/*/*/*@SM Author Link
AuthorLink
Property
/*/*/*/*@SM Community
Community
Property
/*/*/*/*@SM First Name
ContactFirstName
Property
/*/*/*/*@SM Last Name
ContactLastName
5. Create a new record named "Social Media Social Profile Info"
6. In the applet called Rules, create a new record with the following properties:
Sequence
Search Expression
1
/*
7. In the applet called Transforms, create a new record with the following properties:
Target
Source Expression
Property Name
Property
/*/*/*/*@Contact Id
ContactId
8. Click the Clear Cache Button
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17

18. 6. Assignment Manager (Optional)
Assignment Manager is an optional configuration. Assignment Manager would allow
automatic assignment of new Service Requests to Employees. This is a great option for
dedicating someone to process Service Requests specifically for Social Media.
1. Navigate to: Site Map - Administration - Assignment - Assignment Rules List
2. In the Assignment Rules List applet, create a new record.
3. Complete the appropriate properties specific for your rule, however, be sure the
Objects to be Assigned property contains "Service Request"
4. Drilldown in to rule and complete the appropriate details
5. Return to the Assignment Rules List applet, click the Release button
7. Web Services
The Social Media integration leverages Web Services technologies to send and submit data
to the Siebel application. Below is an example of setting up the Inbound Web Service. The
steps below illustrate the most basic steps to setup the Web Service, it is recommended to
additionally implement the appropriate level of security that fits your organization policies.
1. Navigate to: Site Map - Administration - Web Services - Inbound Web Services
2. On the Inbound Web Services applet, create a new record and populate the
following properties:
Namespace
Name
Status
http://siebel.com/SocialMedia
SM Service Request
Active
3. On the Service Ports applet, click 'New'to create a new record, open the
Business Service applet, then from the popup applet, click 'New'again and add
populate the following properties, amend the Address URL accordingly:
Name
Type
Business
Service/Busin
ess Process
Transport
Address
Binding
SMServiceRequest
Workflow Process
(will be selected
automatically once
Business Sservice is
selected)
SM Service
Request
HTTP
http://yourserver.domain.com/eai_an
on_enu/start.swe&SWEExtCmd=Exe
cute&SW EExtSource=SecureW ebService
SOAP_DOC_LITERAL
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18

19. 4. On the Operations applet, create a new record and populate the following
properties:
Name
Method Display Name
Authentication Type
SubmitSR
RunProcess
Username/Password - clear text
Figure 9: Screenshot which shows the Inbound Web Services configuration.
5. On the Service Ports applet, click 'New'to create a new record, open the
Business Service applet, then from the popup applet, click 'New'again and add
populate the following properties, amending the Address URL accordingly:
Name
Type
Business
Service/Business
Process
Transport
Address
Binding
SMActivityWS
Business
Service
SM Activity W S
HTTP
http://yourserver.domain.com/eai_a
non_enu/start.swe&SW EExtCmd=
Execute&SW EExtSource=Secure WebService
SOAP_DOC_LITERAL
6. On the Operations applet, create a new record and populate the following:
Name
Method Display Name
Authentication Type
SMActivityInsertOrUpdate
InsertOrUpdate
Username/Password - clear text
7. On the Service Ports applet, click 'New'to create a new record, open the
Business Service applet, then from the popup applet, click 'New'again and
populate the following properties, amending the Address URL accordingly:
Name
Type
Business
Service/Business
Process
Transport
Address
Binding
SMLead
Workflow
Process
SM Lead
HTTP
http://yourserver.domain.com/eai_anon_enu
/start.swe&SWEExtCmd=Execute&SWEExt
Source=SecureW ebService
SOAP_DOC_LITERAL
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Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
19

20. 8. On the Operations applet, create a new record and populate the following
properties:
Name
Method Display Name
Authentication Type
SubmitLead
RunProcess
Username/Password - clear text
Note: This is one way to setup the Inbound Web Services. You will need to insert your own
address and select your binding.
8. Symbolic URL
1. Navigate to: Site Map - Administration –Integration - Symbolic URL Administration
2. In the applet Symbolic URL Administration, create a new record with the
following properties:
Name
URL
Fixup Name
SSO Disposition
SocialMediaSinglePost
http://customer.buzzient.com/buzzient/crmpostwrapper
InsideApplet
IFrame
3. In the applet Symbolic URL Arguments, create new records with the following
properties:
Name
Argument Type
Argument Value
Required Argument
verticalid
Field
SM Vertical Id
N
sourceid
Field
SM Blog Id
N
postid
Field
SM Post Id
N
Provided by Buzzient, for each user
apikey
Constant
Argument Type = Constant, with a hardcoded
Apikey could be used for testing purposes.
Y
If storing Apikeys against each Siebel user, the
value would be: Argument Type: Profile Attribute
Argument Value: SM API Key
serviceid
Field
SM Service Id
N
crmtype
Constant
6
Y
IFrame Size
Command
IFrame Height = 650 W idth = '100%'
Y
Note: The above values may be required to be adjusted
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20

21. 4. In the applet Symbolic URL Administration, create a new record with the
following properties:
Name
URL
Fixup Name
SSO Disposition
SocialMediaAllPosts
http://customer.buzzient.com/buzzient/getolposts
InsideApplet
IFrame
5. In the applet Symbolic URL Arguments, create new records with the following:
Name
Argument Type
Argument Value
Provided by Buzzient, for each user
apikey
Constant
Argument Type = Constant, with a hardcoded Apikey could be
used for testing purposes.
If storing Apikeys against each Siebel user, the value would be:
Argument Type: Profile Attribute
Argument Value: SM API Key
crmtype
Constant
6
Note: The above values may be required to be adjusted
6. In the applet Symbolic URL Administration, create a new record with the
following properties:
Name
URL
Fixup Name
SSO Disposition
SocialMediaDashboard
http://customer.buzzient.com/buzzient/dashboard
InsideApplet
IFrame
7. In the applet Symbolic URL Arguments, create new records with the following:
Name
Argument Type
Argument Value
Provided by Buzzient, for each user
apikey
Constant
Argument Type = Constant, with a hardcoded Apikey could be
used for testing purposes.
If storing Apikeys against each Siebel user, the value would be:
Argument Type: Profile Attribute
Argument Value: SM API Key
crmtype
Constant
6 (specific for Siebel CRM)
Note: The above values may be required to be adjusted
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
21

22. 9. Adding a Buzzient Filter Screen
It is recommended that to add custom Filters in Buzzient from within the Siebel Application,
create a new administration View using the following steps:
1. In Siebel Tools create "SM Buzzient Filter Applet". The existing 'SM All Posts
Applet' can be copied.
2. The new applet should contain a control called "SM URL" which maps to the field
"SM Symbolic URL Buzzient Filter".
3. The field "SM Symbolic URL Buzzient Filter" is a calculated field with value on
"Analytics SSO" BusComp, called "SocialMediaBuzzientFilter".
4. Copy the view "SM All Posts View" and name it "SM Buzzient Filter View"; add the
"SM Buzzient Filter View" to the "SM All Posts Screen".
5. Compile all changes. In the Siebel application add a new Symbolic URL
"SocialMediaBuzzientFilter" and put the link to the Buzzient console (without the
arguments): https://customer.buzzient.com/buzzient/configurealerts
6. Add the following arguments as Symbolic URL arguments:
Name
Argument Type
Argument Value
Provided by Buzzient, for each user
apikey
Constant
Argument Type = Constant, with a hardcoded Apikey could be
used for testing purposes.
If storing Apikeys against each Siebel user, the value would be:
Argument Type: Profile Attribute
Argument Value: SM API Key
crmtype
Constant
6 (set specific for Siebel CRM, CRM On Demand is 3)
Note: The above values may be required to be adjusted
Figure 10: Screenshot showing Symbolic URL arguments.
7. Navigate to Administration - Application > Views. Add “SM Buzzient Filter View"
and associate the View to the relevant Responsibilities.
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22

23. 7.3 Available Buzzient Administration and Statistical Pages:
Suggested Name
(SM = Social
Media)
URL
SM Analytics
http://customer.buzzient.com/buzzient/crmnav?apikey=[[apikey]]&crmtype=6
SM Dashboard
http://customer.buzzient.com/buzzient/dashboard?apikey=[[apikey]]&crmtype=6
SM Posts
Buzzient Screen
http://customer.buzzient.com/buzzient/getolposts?defaultbrand&sortby=new&apikey=[[apikey]]&crmtype=6
Consolidated
Dashboard
Posts
Daily Sentiment for the past 30 days:
Brand Sentiment
SM Sentiment
http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&volumetype=daily&apikey=[[apikey]]&crmty
pe=6
Monthly Sentiment for the user's Date Range:
http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&apikey=[[apikey]]&crmtype=6
Brand Sentiment
Trend Lines
Daily Sentiment Trends for the past 30 days:
SM Sentiment
Trends
http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&trend=daily&smooth=true&apikey=[[apikey
]]&crmtype=6
Monthly Sentiment Trends for the user's Date Range:
http://customer.buzzient.com/buzzient/opinionchart?defaultallbrands&trend=monthly&smooth=true&apikey=[[api
key]]&crmtype=6
Daily Volume Trends for the past 30 days:
Brand Volume Trend
Lines
http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&volume&trendtype=daily&a
pikey=[[apikey]&crmtype=6
SM Volume
Monthly Volume Trends for the user's Date Range:
http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&volume&trendtype=m
onthly&apikey=[[apikey]]&crmtype=6
Daily Positive/Negative Post Volume for the past 30 days:
Positive / Negative
Post Volume
SM Volume
PosNeg Posts
http://customer.buzzient.com/buzzient/opinionchart?defaultbrand&trend=posneg&volumetype=daily&apikey=[[api
key]]&crmtype=6
Monthly Positive/Negative Post Volume for the user's Date Range:
http://customer.buzzient.com/buzzient/opinionchart?defaultbrand&trend=posneg&volumetype=monthly&apikey=[[
apikey]]&crmtype=6
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
23

24. Share of Voice
SM Share of
Voice
http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&apikey=[[apikey]]&crmtype=6
Daily Share of Voice Trends for the past 30 days:
Share of Voice
Trends
http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&trendtype=daily&apikey=[[a
pikey]&crmtype=6
SM Share Trends
Monthly Share of Voice Trends for the user's Date Range:
http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&trendtype=monthly&apikey
=[[apikey]]&crmtype=6
Generate Report
SM Reports
http://customer.buzzient.com/buzzient/report?apikey=[[apikey]]&crmtype=6
SM Report Sched
http://customer.buzzient.com/buzzient/report?scheduler&apikey=[[apikey]]&crmtype=6
SM My Reports
http://customer.buzzient.com/buzzient/report?summary&apikey=[[apikey]]&crmtype=6
SM Filters
http://customer.buzzient.com/buzzient/configurealerts?apikey=[[apikey]]&crmtype=6
SM My Filters
http://customer.buzzient.com/buzzient/configurealerts?showalerts&apikey=[[apikey]]&crmtype=6
SM Admin
http://customer.buzzient.com/buzzient/userselfedit?apikey=[[apikey]]&crmtype=6
Report Scheduler
My Reports
Add a Filter
My Filters
Admin
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
24

25. 8 Test
After the Siebel modifications are completed, WSDL has been downloaded and sent to
Buzzient and one or more Siebel test users are configured with a Buzzient apikey, you are
ready to begin testing.
8.1 Test Connectivity
The first step is to make sure the Siebel test user is seeing content coming from Buzzient.
1. Login to Siebel.
2. Navigate to the All Posts view.
•
Actual screen names might be different depending upon your
requirements (e.g. All Posts could be named something else per your
company’s requirements.)
3. You should see posts for your Keyword Groups displayed on this screen, similar
to the screenshot below.
Figure: All Posts screen in Siebel
4. If you see a Buzzient-related error message instead, please contact
service@buzzient.com and include a screenshot of the error.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
25

26. 8.2 Test Service Request Creation
Next, test creating a Service Request. You will not be responding to any real posts in this
step so do not worry that you are engaging with a real author.
1. If you have logged out, log back in to Siebel.
2. Navigate to the All Posts view and mouse over a Tweet to activate the options
(since Tweets are short they are the easiest posts to use for testing purposes.)
3. Click on the “Create Service Request” link. In a few moments you should see the
link change to “Sent Successfully.”
Figure: Before and After - Mouse over a Post to active options and click Create Service Request. After a few moments the link changes to Sent Successfully
4. If the link changes to an error message, please contact service@buzzient.com
and include a screenshot of the error.
5. Go to your recently created service requests and open the one you just created.
Make sure the Social Media Response area is displaying correctly.
Figure: Service Request with Social Media Response area
6. If you see an error instead of the Social Media Response area, please contact
service@buzzient.com and include a screenshot of the error.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
26

27. 8.3 Test Engagement
In order to test engagement it is suggested that you either use your own Twitter account or
create test Twitter accounts to send “customer” Tweets. That is because you will not have
to worry during this phase that you are trying to engage with a real person. Also this way
you can use the same Tweet(s) over and over for testing purposes.
In order to test engagement, for convenience it is best to use Twitter content. There are a
few setup steps.
•
You will need one or more “customer” Twitter accounts, or use your own
personal Twitter account (if you are comfortable doing that.)
o
•
These simulate real authors whose Tweets mentioning your Keyword
Groups will be harvested and turned into Service Requests.
You will also need one or more “customer service” Twitter accounts. It is up to
you whether you wish to create new ones or use ones you might already have.
o
Bear in mind even during testing, the world will be able to see whatever
you Tweet until you delete it.
8.3.1 Authorize your Customer Service Twitter Accounts
You need to execute a one-time Twitter Oauth for your “customer service” Twitter account(s)
in order to reply to Tweets. This is a standard Twitter model that grants permission for
Buzzient to send out your Tweets. A user can authorize one or many Twitter accounts.
There are two ways to access authorization. First, make sure you are not already logged in
to Twitter.
1. If you have enabled the Buzzient Admin screens, the Social Channels tab in User
Admin View is where you authorize Twitter account(s).
Figure: Authorize a Twitter account for responding
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
27

28. 2. If you have not (or do not intend to) enabled and exposed the Buzzient Admin
screens, the one-time authorization is still easy.
•
If you have not authorized yet, the first time you click on “Reply” to a
Tweet in a Service Request you will see a link on the screen to configure
a Twitter account. Clicking on it will launch the Admin screen.
3. Click on the “Add Twitter” button. You will see this screen pop up.
Figure: Twitter Oauth
4. Click the “Click Here to Connect” button.
•
If the next Twitter authorization screen does NOT include fields for your
Twitter credentials, that means you are already logged in to Twitter. If so, log
out and start this authorization again.
•
If the next Twitter authorization screen DOES include fields for your Twitter
credentials, use the Twitter username/password combination for your
“customer service” Twitter account and click “Authorize App”.
Figure: Twitter Oauth
5. In a few seconds you will be redirected to a confirmation screen indicating successful
authorization. Note, this process logged you into Twitter. If you do not wish to
remain logged in as that Twitter user, open Twitter and log out.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
28

29. 8.3.2 (If needed) Create a “customer” Twitter account
If you do not have a Twitter account you can use for testing purposes, create one.
8.3.3 Send a “customer” Tweet and engage
1. Send a Tweet containing one of your keywords from the “customer” Twitter account.
2. Buzzient will harvest this and you should see it in your All Posts view (keep
refreshing it.) Latency will vary, but you will typically see it within 1-5 minutes.
•
Remember to have the correct Brand selected on the All Posts page. In
Buzzient terminology your keyword = Brand in the user interface.
3. Once it appears, mouse over it and click “Create Service Request.”
4. Open that newly created service request and in the Social Media Response area,
click “Reply on Twitter”. Type in a reply and send it.
5. In a completely different browser, login to Twitter as the “customer”, go to the
@Connect menu and you will see your Tweet with the customer service response.
•
By “completely different browser” we mean if you are using IE for Siebel, use
Chrome or Firefox for this step.
•
That is because the customer vs. customer service Twitter sessions can
become confused within the same browser. It is simply a function of how
browsers tend to hold sessions open.
6. Be sure to click Reply on the response and message back to customer service.
7. Go back to the service request. Buzzient is listening for incoming replies and you
should see the return reply within 1-5 minutes. You must refresh the SR in order to
refresh the Social Media Response area.
8. You can continue the back and forth for as long as you wish, but successfully getting
to this point shows successful engagement.
9. If desired you can reset everything and re-use the Tweet. To do so go to the SR:
•
Mouse over the Social Media Response area to activate the options.
•
Click on the “Reset CRM Status” link. This will remove the engagement
entries in the Buzzient database and unlink the post from the SR.
•
Delete the service request itself.
•
Login to Twitter as the “customer” and delete the Tweet and reply(ies.)
•
Login to Twitter as the “customer service” account and delete the reply(ies.)
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
29

30. 9 Appendix A
The objects listed in the table below are new and modified objects created for the integration.
These objects can be imported from the archive zip file associated with this whitepaper. The
new objects are in a project called, Social Media.
9.1 Business Components
9.1.1 Contact Social Profiles
A contact within the Siebel application can have many social profiles, I.e. Twitter and
Facebook accounts. In order to satisfy this requirement, a new business component is
created against the S_CONTACT_XM table to hold these profiles.
Business Component
Name
Project
Search Specification
Table
SM Contact Social Profile
Social Media
[Type] = 'Social Profile'
S_CONTACT_XM
Business Component Fields
Name
Column
Author
ATTRIB_34
Author Link
NAME
Community
Calculated Value
Predefault Value
ATTRIB_03
"<A HREF='" +[Author Link] + "'
Author Link URL
Type
© 2013 Buzzient, Inc.
target=_blank>" + [Author Link] + "</A>"
TYPE
Social Profile
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
30

31. 9.1.2 Service Request
The following changes are made to the Service Request Business Component.
Business Component
Name
Project
Search Specification
Service Request
Table
Social Media
Business Component Fields
Name
Column
SM Abstract
X_AUTHOR
SM Author Id
X_AUTHOR_ID
SM Author Link
Predefault
Value
X_ABSTRACT
SM Author
Calculated Value
Join
X_AUTHOR_LINK
"<A HREF='" +[SM Author Link] + "'
SM Author Link URL
target=_blank>" + [SM Author Link] + "</A>"
SM Blog Id
X_BLOG_ID
SM Community
X_COMMUNITY
SM Community Id
X_COMMUNITY_ID
SM Community Mgr First Name
FST_NAME
S_CONTACT
IIf (Language () = "JPN" OR Language ()
= "CHS" OR Language () = "CHT" OR
Language () = "KOR", [SM Community Mgr
SM Community Mgr Full Name
Last Name] + ' ' + [SM Community Mgr First
Name], [SM Community Mgr First Name] + ' '
+ [SM Community Mgr Last Name])
SM Community Mgr Id
X_COMM_MGR_ID
SM Community Mgr Last Name
LAST_NAME
SM First Name
X_SM_FST_NAME
SM Language
X_LANGUAGE
SM Last Name
X_SM_LAST_NAME
SM Post Id
X_POST_ID
SM Post Link
X_POST_LINK
S_CONTACT
"<A HREF='" +[SM Post Link] + "'
SM Post Link URL
© 2013 Buzzient, Inc.
target=_blank>" + [SM Post Link] + "</A>"
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
31

32. SM Publish Date
X_PUBLISH_DT
SM Sentiment
X_SENTIMENT
SM Service Id
"Serv" + [Id]
SM Subject
X_SUBJECT
SM Symbolic URL All Posts
"SocialMediaAllPosts"
SM Symbolic URL Single Post
"SocialMediaSinglePost"
SM Topic
X_TOPIC
SM Vertical Id
X_VERTICAL_ID
Business Component Join
Table
S_CONTACT
Joins Specification
Name
Destination Column
Source Field
SM Community Mgr Id
ROW_ID
SM Community Mgr Id
9.1.3 AnalyticsSSO
The following changes are made to the AnalyticsSSO Business Component. Business
Component
Name
Project
Search Specification
AnalyticsSSO
Table
Social Media
Business Component Fields
Name
Column
Calculated Value
SM Symbolic URL All Posts
"SocialMediaAllPosts"
SM Dashboard URL
Predefault Value
"SocialMediaDashboard"
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
32

33. 9.2 Link Object
A new link is created to associate many social profiles to a Contact.
Name
Project
Parent Business
Component
Child Business
Component
Destination Field
Cascade
Delete
Contact/SM Contact
Social Profile
Social Media
Contact
SM Contact Social Profile
Contact Id
Delete
9.3 Business Object
The following new Business Objects are created:
9.3.1 SM Service Request Business Object
Name
Project
Primary Business Component
Query List Business Component
SM Service Request
Social Media
Service Request
Query List
Bus Comp
Link
Contact
SM Contact Social Profile
Contact/SM Contact Social Profile
Service Request
9.3.2 SM Social Profile Business Object
Name
Project
Primary Business Component
Query List Business Component
SM Social Profile
Social Media
SM Contact Social Profile
Query List
Bus Comp
Link
SM Contact Social Profile
The following changes to existing Business Objects:
9.3.3 Contact Business Object
Name
Project
Primary Business Component
Query List Business Component
Contact
Social Media
Contact
Query List
Bus Comp
Link
AnalyticsSSO
SM Contact Social Profile
© 2013 Buzzient, Inc.
Contact/SM Contact Social Profile
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
33

34. 9.4 Integration Objects
New integration objects are required for both inserting a new record and also searching to
see if the social profile exists.
9.4.1 SM Service Request IO
Name
Project
Base Object Type
External Name
XML Tag
SM Service Request IO
Social Media
Siebel Business Object
Service Request
ListOfServiceRequestSMIo
Integration Component properties:
External
Name
Context
Name
Service
Request
Service
Request
Action
Action
Parent
Integration
Component
External
Sequence
Cardinality
Service
Request
Service Request
External
Name
1
Zero or More
Action
2
Zero or More
XML
Container
Element
XML Tag
10,001
ListOfAction
XML
Sequence
Service
Request
10,002
Action
Integration Component "Service Request"Fields:
Name *
Data Type *
Length *
Type *
XML Style
XML Tag
Area
DTYPE_TEXT
30
Data
Element
Area
Conflict Id
DTYPE_ID
30
System
Element
ConflictId
Contact First Name
DTYPE_TEXT
50
Data
Element
ContactFirstName
Contact Id
DTYPE_ID
Data
Element
ContactId
Contact Last Name
DTYPE_TEXT
50
Data
Element
ContactLastName
Created By Name
DTYPE_TEXT
50
Data
Element
CreatedByName
Description
DTYPE_TEXT
Data
Element
Description
INS Area
DTYPE_TEXT
30
Data
Element
INSArea
INS Product
DTYPE_TEXT
50
Data
Element
INSProduct
INS SR Type
DTYPE_TEXT
30
Data
Element
INSSRType
INS Sub-Area
DTYPE_TEXT
30
Data
Element
INSSub-Area
Integration Id
DTYPE_TEXT
30
Data
Element
IntegrationId
Opened Date
DTYPE_UTCDATETIME
Data
Element
OpenedDate
Priority
DTYPE_TEXT
Data
Element
Priority
© 2013 Buzzient, Inc.
30
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
34

35. SM Abstract
DTYPE_TEXT
200
Data
Element
Summary
SM Author
DTYPE_TEXT
50
Data
Element
Author
SM Author Id
DTYPE_INTEGER
Data
Element
AuthorId
SM Author Link
DTYPE_TEXT
500
Data
Element
AuthorLink
SM Blog Id
DTYPE_TEXT
50
Data
Element
BlogId
SM Community
DTYPE_TEXT
50
Data
Element
Community
SM Community Id
DTYPE_NUMBER
Data
Element
CommunityId
SM Community Mgr Id
DTYPE_TEXT
15
Data
Element
CommunityMgrId
SM Language
DTYPE_TEXT
20
Data
Element
Language
SM Post Id
DTYPE_TEXT
50
Data
Element
PostId
SM Post Link
DTYPE_TEXT
500
Data
Element
PostLink
SM Publish Date
DTYPE_UTCDATETIME
Data
Element
PublishDate
SM Sentiment
DTYPE_TEXT
100
Data
Element
Sentiment
SM Topic
DTYPE_TEXT
150
Data
Element
Topic
SM Vertical Id
DTYPE_TEXT
15
Data
Element
VerticalId
SR Id
DTYPE_ID
Data
Element
SRId
SR Number
DTYPE_TEXT
Data
Element
SRNumber
SR Open Date
DTYPE_TEXT
Data
Element
SROpenDate
SR Sub Type
DTYPE_TEXT
30
Data
Element
SRSubType
SR Type
DTYPE_TEXT
30
Data
Element
SRType
Source
DTYPE_TEXT
Data
Element
Source
64
* Also reflects the values for properties pre-fixed with "External"
Integration component field user properties:
IC Field
User Prop Name
Area
PICKLIST
Contact Last Name
PICKLIST
INS Area
PICKLIST
INS Product
PICKLIST
Y
INS Sub-Area
PICKLIST
Y
© 2013 Buzzient, Inc.
User Prop Value
Y
Y
Y
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
35

36. Priority
PICKLIST
Y
SR Sub Type
PICKLIST
Y
SR Type
PICKLIST
Y
Integration Component Keys:
Name
Key Sequence Number
Key Type
User Key: 1
1
User Key
User Key: 2
2
User Key
User Key: 3
3
User Key
Integration Component Key Field values:
User Key
Name
Field Name
Sequence
User Key: 1
SR Id
SR Id
1
Description
Description
1
INS Product
INS Product
2
SM Author Id
SM Author Id
1
SM Community
SM Community
2
SM Publish Date
SM Publish Date
3
User Key: 2
User Key: 3
Integration Component "Action" - Integration Component Fields:
Name *
Data Type *
Length *
Type *
XML Style
XML Tag
Activity UID
DTYPE_TEXT
30
Data
Element
ActivityUID
Comment
DTYPE_TEXT
1500
Data
Element
Comment
Description
DTYPE_TEXT
100
Data
Element
Description
Id
DTYPE_ID
30
Data
Element
Id
Planned
DTYPE_TEXT
30
Data
Element
ActivityDate
Priority
DTYPE_TEXT
30
Data
Element
Priority
Status
DTYPE_TEXT
30
Data
Element
Status
Type
DTYPE_TEXT
30
Data
Element
Type
* Also reflects the values for properties pre-fixed with "External"
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
36

37. Integration Component Key values:
Name
Key Sequence Number
Key Type
User Key: 1
1
User Key
For "User Key: 1",Integration Component Key Field values:
Name
Field Name
Sequence
Activity UID
Activity UID
1
Integration Object User Property values:
Name
Value
AllLangIndependentVals
N
XMLTagNamespace
http://www.siebel.com/xml/Service%20Request%20SM%20IO
XSDTypeNamespace
http://www.siebel.com/xml/Service%20Request%20SM%20IO
9.4.2 SM Action IO
Integration Objects with the following properties:
Name
Project
Base Object Type
External Name
XML Tag
SM Action IO
Social Media
Siebel Business Object
Action
ListOfSmActionIo
Integration Component with the following properties:
External
Name
Context
Name
Parent
Integration
Component
External
Name
External
Sequence
Cardinality
XML
Container
Element
XML
Sequence
XML
Tag
Action
Action
Service
Request
Action
2
SM Action IO
ListOfAction
10,001
Action
Integration Component "Action", Integration Component Fields:
Name *
Data Type *
Activity SR Id
DTYPE_ID
Activity UID
DTYPE_TEXT
Comment
DTYPE_TEXT
© 2013 Buzzient, Inc.
Length *
Type *
XML Style
XML Tag
Data
Element
SRId
30
Data
Element
ActivityUID
1500
Data
Element
Comment
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
37

38. Description
DTYPE_TEXT
100
Data
Element
Description
Id
DTYPE_ID
30
Data
Element
Id
Lead Id
DTYPE_ID
Data
Element
LeadId
Planned
DTYPE_TEXT
30
Data
Element
ActivityDate
Priority
DTYPE_TEXT
30
Data
Element
Priority
Status
DTYPE_TEXT
30
Data
Element
Status
Type
DTYPE_TEXT
30
Data
Element
Type
* Also reflects the values for properties pre-fixed with "External"
Integration Component Key values:
Name
Key Sequence Number
Key Type
User Key: 1
1
User Key
Integration Component Key field values:
User Key
Name
Field Name
Sequence
User Key: 1
Activity UID
Activity UID
1
Integration Component Key values:
Name
Key Sequence Number
Key Type
Status Key: 1
1
Status Key
Integration Component Key Field values:
Status Key
Name
Field Name
Sequence
Status Key: 1
Id
Id
1
Integration Object User Property values:
Name
Value
AllLangIndependentVals
N
XMLTagNamespace
http://www.siebel.com/xml/SM%20Action%20IO
XSDTypeNamespace
http://www.siebel.com/xml/SM%20Action%20IO
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
38

39. 9.4.3 SM Social Profile IO
Integration Objects with the following properties:
Name
Project
Base Object Type
External Name
XML Tag
SM Social Profile IO
Social Media
Siebel Business Object
SM Social Profile IO
ListOfSMSocialProfileIo
Integration Component properties:
External
Name
Context
Name
Parent
Integration
Component
External
Name
External
Sequence
Cardinality
XML
Container
Element
XML
Sequence
XML Tag
SM
Contact
Social
Profile
SM
Contact
Social
Profile
SM Contact
Social Profile
SM
Contact
Social
Profile
1
Zero or More
ListOfAction
10,001
SMContactSocialProfile
Integration Component "Action", Integration Component Fields:
Name *
Data Type *
Length *
Type *
XML Style
XML Tag
Author Link
DTYPE_TEXT
100
Data
Element
System
Community
DTYPE_TEXT
30
Data
Element
Community
Conflict Id
DTYPE_ID
30
System
Element
ConflictId
Contact Id
DTYPE_ID
Data
Element
ConflictId
Created
DTYPE_TEXT
30
System
Element
Created
Created By
DTYPE_TEXT
30
System
Element
CreatedBy
Id
DTYPE_ID
30
System
Element
Id
Mod Id
DTYPE_ID
30
System
Element
ModId
Type
DTYPE_TEXT
30
Data
Element
Type
Updated
DTYPE_TEXT
30
System
Element
Updated
Updated By
DTYPE_TEXT
30
System
Element
UpdatedBy
operation
DTYPE_TEXT
30
System
System
Operation
searchspec
DTYPE_TEXT
250
System
System
Updated
* Also reflects the values for properties pre-fixed with "External"
Integration Object User Property values:
Name
Value
AllLangIndependentVals
N
XMLTagNamespace
http://www.siebel.com/xml/SM%20Social%20Profile%20IO
XSDTypeNamespace
http://www.siebel.com/xml/SM%20Social%20Profile%20IO
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
39

40. 9.5 Business Service
9.5.1 SM Activity WS
A new Business Service is required to add Activities to the Service Request object. Business
Service with the following properties:
Name
Project
Class
Display Name
SM Activity W S
Social Media
CSSEAIDataSyncService
SM Activity W S
Business Service Method properties:
Name
Display Name
InsertOrUpdate
InsertOrUpdate
Business Service Method Arguments:
Name
Data Type
Integration Object
Type
Storage Type
SiebelMessage
Integration
Object
SM Action IO
Input / Output
Hierarchy
StatusObject
String
Input
Property
Optional
Display Name
Activity Interface
True
Status Object
Business Service User Properties:
Name
Value
Application Services Interface
Y
Internal Integration Object
SM Action IO
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
40

41. 9.6 Applet Objects
New Applets have been created and existing applets modified to display the various Social
Media Profile and Activity information.
Existing Applets have been changed as follows:
9.6.1 Service Request Detail Applet
Name
Project
Service Request Detail Applet
Service (SSV)
Applet Controls
Name
Caption - String
Override
SM Abstract
Field
HTML Display
Mode
Read Only
Runtime
TextArea
SM Abstract
HTML
Type
N
N
SM Author
Author
SM Author
EncodeData
Text
N
N
SM Author Link
Author Link
SM Author Link
EncodeData
Text
N
Y
SM Author Link URL
SM Author Link URL
SM Author Link URL
DontEncodeData
Field
Y
Y
SM Blog Id
Blog Id
SM Blog Id
EncodeData
Text
N
N
SM Community
Community
SM Community
EncodeData
Text
Y
N
SM Community Id
Community Id
SM Community Id
EncodeData
Text
N
N
SM Community Mgr
Full Name
Community Mgr
SM Community Mgr Full Name
EncodeData
Text
N
N
SM Community Mgr Id
Community Mgr Id
SM Community Mgr Id
EncodeData
Text
N
N
SM Language
Language
SM Language
EncodeData
Text
N
N
SM Post Id
Post Id
SM Post Id
EncodeData
Text
N
N
SM Post Link
Post Link
SM Post Link
EncodeData
Text
N
Y
SM Post Link URL
Post Link URL
SM Post Link URL
DontEncodeData
TextArea
Y
Y
SM Publish Date
Publish Date
SM Publish Date
EncodeData
Text
N
Y
SM Sentiment
Sentiment
SM Sentiment
EncodeData
Text
N
N
SM Topic
Topic
SM Topic
EncodeData
Text
Y
N
SM URL Test
SM URL Test
SM URL Test
DontEncodeData
Field
Y
Y
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
41

42. The following new Applets are created:
9.6.2 SM All Posts Applet
Name
Project
Business Component
Title
SM Contact Social Profile
Social Media
AnalyticsSSO
Social Media
Applet Controls
Name
Caption String
Override
Field
HTML Display Mode
HTML
Type
Read Only
Runtime
SM URL
SM URL
SM Symbolic URL All Posts
DontEncodeData
Text
N
Y
Applet Web Template
Name
Web Template
HTML Display Mode
HTML Type
Read Only
Runtime
Base
Analytics Applet
DontEncodeData
Text
N
Y
9.6.3 SM Dashboard Applet
Name
Project
Business Component
Title
SM Dashboard Applet
Social Media
AnalyticsSSO
Social Media
Applet Controls
Name
Caption String
Override
Field
HTML Display Mode
HTML
Type
Read Only
Runtime
SM URL
SM URL
SM Dashboard URL
DontEncodeData
Text
N
Y
Applet Web Template
Name
Web Template
HTML Display Mode
HTML Type
Read Only
Runtime
Base
Analytics Applet
DontEncodeData
Text
N
Y
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
42

43. 9.6.4 SM Response Applet
Name
Project
Business Component
Title
SM Response Applet
Social Media
Service Request
Social Media
Applet Controls
Name
Caption String
Override
Field
HTML Display Mode
HTML
Type
Read Only
Runtime
SM URL
SM URL
SM Symbolic URL Single Post
DontEncodeData
Text
N
Y
Applet Web Template
Name
Web Template
HTML Display Mode
HTML Type
Read Only
Runtime
Base
Analytics Applet
DontEncodeData
Text
N
Y
9.6.5 SM Social Profile List Applet
Name
Project
Business Component
Title
SM Contact Social Profile
Social Media
SM Contact Social Profile
Social Profiles
Applet List Columns
Name
Display Name String Override
Field
HTML Display Mode
HTML
Type
Read Only
Runtime
Author
Author
Author
EncodeData
Text
N
N
Author Link URL
Author Link URL
Author Link URL
DontEncodeData
Link
N
Y
Community
Community
Community
EncodeData
Text
N
Y
Applet Web Template
Name
Web Template
HTML Display Mode
HTML Type
Read Only
Runtime
Edit List
Applet List (Base/EditList)
DontEncodeData
Text
N
Y
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
43

44. 9.7 View Object
9.7.1 SM Contact Social Profile
A new View is required to display the various Social Profiles a Contact may have. New View
with the following properties:
Name
Project
Business Object
SM Contact Social Profile
Social Media
Contact
View Web Template with the following properties:
Name
Web Template
Base
View Detail (Parent with Pointer)
View Web Template Items with the following properties:
Name
Item Identifier
Applet
Applet Mode
Contact Form Applet
1
Contact Form Applet
Edit
SM Social Profile List Applet
2
SM Social Profile List Applet
Edit List
9.7.2 SM Service Request Response View
A new View is required to display the console window in order to respond to a Service
Request. New View with the following properties:
Name
Project
Business Object
SM Service Request Response View
Social Media
Service Request
View Web Template with the following properties:
Name
Web Template
Base
View Detail
View Web Template Items with the following properties:
Name
Item Identifier
Applet
Applet Mode
Service Request Detail Applet
1
Service Request Detail Applet
Edit
SM Response Applet
2
SM Response Applet
Base
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
44

45. 9.7.3 SM All Posts View
A new View is available to display the console window showing all Social Media posts. New
View with the following properties:
Name
Project
Business Object
SM All Posts View
Social Media
Analytics SSO BO
View Web Template with the following properties:
Name
Web Template
Base
View Basic
View Web Template Items with the following properties:
Name
Item Identifier
Applet
Applet Mode
SM All Posts Applet
1
SM All Posts Applet
Base
9.7.4 SM Dashboard View
A new View is available to display the console window showing the Social Media Dashboard.
New View with the following properties:
Name
Project
Business Object
SM Dashboard
Social Media
Analytics SSO BO
View Web Template with the following properties:
Name
Web Template
Base
View Basic
View Web Template Items with the following properties:
Name
Item Identifier
Applet
Applet Mode
SM Dashboard Applet
1
SM Dashboard Applet
Base
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
45

46. 9.8 Screen Object
The following new Screen is created:
9.8.1 SM All Posts Screen
New Screen with the following properties:
Name
Project
Viewbar Text Override
Default View
SM All Posts Screen
Social Media
Social Media
SM All Posts View
Screen View and its corresponding properties:
Name
View
Type
Display In Page
Viewbar Text Override
Menu Text - String
Override
SM All Posts View
SM All Posts View
Aggregate View
Y
All Posts
All Posts
SM Dashboard
SM Dashboard
Aggregate View
Y
Dashboard
Dashboard
The following existing Screens are modified as follows:
9.8.2 Service Requests Screen
Screen with the following properties:
Name
Project
Viewbar Text Override
Default View
Service Request Screen
Social Media
Social Media
SM All Posts View
Screen View and its corresponding properties:
Name
View
Type
Display In Page
Viewbar Text Override
Menu Text - String
Override
SM All Posts View
SM All Posts View
Aggregate View
Y
All Posts
All Posts
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
46

47. 9.8.3 Contacts Screen
Screen with the following properties:
Name
Project
Viewbar Text Override
Default View
Contacts Screen
Social Media
Social Media
SM All Posts View
Screen View and its corresponding properties:
Name
View
Type
Display In Page
Viewbar Text Override
Menu Text - String Override
SM All Posts View
SM All Posts View
Aggregate View
Y
All Posts
All Posts
9.9 Application Object
The new Screen can be added to the relevant Application object by adding the Screen to the
Screen Menu Item. If you want a tab for the new Screen, add the new Screen object to the
Page Tab. Remember to compile this Application object to reflect the changes.
9.10 Table Object
9.10.1 Service Request Table (S_SRV_REQ)
New Columns are added to the existing Service Request Table. These columns will hold
information about the captured social media content.
Name
Physical Type
Length
X_ABSTRACT
Varchar
200
X_AUTHOR_LINK
Varchar
500
X_AUTHOR
Varchar
500
X_AUTHOR_ID
Number
22 with Precision(22), Scale(7)
X_BLOG_ID
Varchar
15
X_COMMUNITY
Varchar
50
X_COMMUNITY_ID
Number
22 with Precision(22), Scale(7)
X_COMM_MGR_ID
Varchar
15
X_LANGUAGE
Varchar
20
X_POST_ID
Varchar
15
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
47

48. X_POST_LINK
Varchar
500
X_PUBLISH_DT
UTC Date Time
7
X_SENTIMENT
Varchar
100
X_TOPIC
Varchar
150
X_VERTICAL_ID
Varchar
15
X_SUBJECT
Varchar
50
X_SM_FST_NAME
Varchar
50
X_SM_LAST_NAME
Varchar
50
9.11 Workflow Object
9.11.1 SM Update SR with New Contact
Process Name
Project
Workflow Mode
Business Object
SM Update SR with New Contact
Social Media
Service Flow
SM Service Request
Process Properties
Name
In/Out
Author
In
String
AuthorLink
In
String
Community
In
String
ContactInfo
In
String
Error Code
Out
String
Error Message
Out
String
NewContactId
Out
String
Object Id
In
String
Process Instance Id
None
String
Siebel Operation Object Id
None
String
© 2013 Buzzient, Inc.
Default
Data Type
Integration Object
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
48

49. Create New Contact (Siebel Operation)
Business Component
Name
Operation
Contact
Create New Contact
Insert
Field Input Arguments
Field Name
Type
Property Name
First Name
Process Property
ContactInfo
Last Name
Process Property
ContactInfo
Output Arguments
Property Name
Type
Output Argument
NewContactId
Expression
[&Siebel Operation Object Id]
Add Social Profile (Siebel Operation)
Business Component
Name
Operation
SM Contact Social Profile
Add Social Profile
Insert
Field Input Arguments
Field Name
Type
Property Name
Author
Process Property
Author
Author Link
Process Property
AuthorLink
Community
Process Property
Community
Update SR (Siebel Operation)
Business Component
Name
Operation
Service Request
Update SR
Update
Field Input Arguments
Field Name
Type
Property Name
Contact Id
Process Property
NewContact Id
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
49

50. 9.11.2 SM Update Service Request
Process Name
Project
Workflow Mode
Business Object
SM Update Service Request
Social Media
Service Flow
SM Service Request
Process Properties
Name
In/Out
Default
Data Type
ContactId
In
String
Error Code
Out
String
Error Message
None
String
Object Id
In
String
Process Instance Id
None
String
Siebel Operation Object Id
None
String
Update SR (Siebel Operation)
Business Component
Name
Operation
Service Request
Update SR
Update
Field Input Arguments
Field Name
Type
Property Name
Contact Id
Process Property
Contact Id
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
50

51. 9.11.3 SM Service Request
Process Name
Project
Workflow Mode
SM Service Request
Social Media
Business Object
Service Flow
Process Properties
Name
In/Out
AssignedEmployeeId
None
String
Author
None
String
AuthorLink
None
String
Community
None
String
ContactId
Out
String
Error Code
Out
String
Error Message
Out
String
NewSRId
Out
String
Object Id
None
String
Process Instance Id
Out
String
ServiceProfileRecords
None
String
ServiceProfileXML
None
Integration Object
Siebel Operation Object Id
Out
String
UseAssignmentManager
None
XMLIncoming
In
© 2013 Buzzient, Inc.
Default
true
Data Type
Integration Object
SM Social Profile IO
String
Integration Object
SM Service Request IO
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
51

52. Insert New SR (Business Service)
Business Service Method
Business Service Name
Name
Upsert
EAI Siebel Adapter
Insert New SR
Input Arguments
Input Argument
Type
Property Name
Siebel Message
Process Property
XMLIncoming
Property Name
Type
Output Argument
NewSRId
Output Argument
PrimaryRowId
Output Arguments
Use Assignment Manager (Decision Point) No - Condition
Name
Type
No
Default
Yes - Condition
Compare To
Operation
Object
Values
Process Property
All Must Match (Ignore Case)
UseAssignmentManager
true
Assign Employee (Business Service)
Business Service Method
Business Service Name
Name
Assign
Synchronous Assignment Manager Requests
Assign Employee
Input Arguments
Input Argument
Type
Value
AsgnObjName
Literal
Service Request
ObjRowId
Process Property
© 2013 Buzzient, Inc.
Property Name
NewSRId
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
52

53. Output Arguments
Property Name
Type
Output Argument
AssignedEmployeeId
Output Argument
reply
Get SR Data (Business Service)
Business Service Method
Business Service Name
Name
Lookup
EAI Dispatch Service
Get SR Data
Input Arguments
Input Argument
Type
Value
Property Name
RuleSet
Literal
Social Media SR Info
SiebelMessage
Process Property
XMLIncoming
Output Arguments
Property Name
Type
Output Argument
AuthorLink
Output Argument
AuthorLink
Community
Output Argument
Community
Author
Output Argument
Author
Search Social Profile (Business Service)
Business Service Method
Business Service Name
Name
Query
EAI Siebel Adapter
Search Social Profile
Input Arguments
Input Argument
Type
Value
OutputIntObjectName
Literal
SM Social Profile IO
SearchSpec
Expression
"[SM Contact Social Profile.Author Link] Like '" + [&AuthorLink] + "'"
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
53

54. Output Arguments
Property Name
Type
Output Argument
ServiceProfileRecords
Output Argument
NumOutputObjects
ServiceProfileXML
Output Argument
SiebelMessage
Profile Found (Decision Point) No - Condition
Name
Type
No
Default
Yes - Condition
Compare To
Operation
Object
Values
Process Property
Greater Than
ServiceProfileRecords
0
Process Property
Is Not Null
NewSRId
Get Contact Id (Business Service)
Business Service Method
Business Service Name
Name
Lookup
EAI Dispatch Service
Get Contact Id
Input Arguments
Input Argument
Type
Value
RuleSet
Literal
Social Media Social Profile Info
SiebelMessage
Process Property
ServiceProfileXML
Output Arguments
Property Name
Type
Output Argument
ContactId
Output Argument
ContactId
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
54

55. SM Update Service Request (Sub Process)
Name
Subprocess Name
Add Contact to SR
SM Update Service Request
Input Arguments
Subprocess Input
Type
Property Name
Object Id
Process Property
NewSRId
ContactId
Process Property
ContactId
Output Arguments
Property Name
Type
Output Argument
ContactId
Output Argument
ContactId
SM Update Service Request (Sub Process)
Name
Subprocess Name
New Contact-Update SR
SM Update SR with New Contact
Input Arguments
Subprocess Input
Type
Property Name
ContactInfo
Process Property
Author
Object Id
Process Property
NewSRId
Community
Process Property
Community
Author
Process Property
Author
AuthorLink
Process Property
AuthorLink
Output Arguments
Property Name
Type
Output Argument
ContactId
Output Argument
NewContactId
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
55

56. 10 Appendix B
The objects listed in the tables below are new objects and changes created for the Apikey
solution which facilities storing individual Apikeys for individual users that are then used in the
Siebel CRM Buzzient integration.
10.1 Business Components
10.1.1 Employee
1. In Siebel Tools, locate the Business Component object called "Employee"
2. Lock the object and change the Project to "Social Media"
3. Navigate to the 'Employee' Business Component
4. Create a new Field with the following properties:
Name
Join
Column
SM API Key
S_CONTACT_X
ATTRIB_03
Note: The above table and column is only an example. You may have to select a different
column or create a new table column extension.
10.1.2 Personalization Profile
1. In Siebel Tools, locate the Business Component object called " Personalization
Profile"
2. Lock the object and remember to compile it when you have made modifications.
3. Create a new Field with the following properties:
Name
Join
Column
SM API Key
S_CONTACT_X
ATTRIB_03
Note: The above table and column should reflect the same table and column used in the
Employee Business Component.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
56

57. 10.2 Applets
10.2.1 User Profile Form Applet
1. In Siebel Tools, locate the Applet object called "User Profile Form Applet"
2. Lock the object and remember to compile it when you have made modifications.
3. Create two new Controls with the following properties:
Name
Caption - String
Override
Field
HTML
Type
HTML
Width
SM API Key
Buzzient API Key
SM API Key
Text
120
SM Social Media Info
Social Media
Information
FormSection
240
HTML
Only
Text
Alignment
Left
True
Right
4. Add the two new Controls to the Applet Web Template, this allows the unique
Apikey to be stored for each user.
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
57

58. 11 Troubleshooting
AREA
DESCRIPTION
Workflow Processes
Make sure the Workflow Processes are activated in Administration - Business
Process -> Workflow Deployment
Workflow Processes
If attempting to 'Publish/Activate' Workflows and receiving error 'SBL-DAT-00225'
then you may need to compile the 'Social Media' project first into the SRF being
used by Siebel Tools.
Screen
Make sure the Screen is added to the Application (i.e. Siebel Universal Client).
LOV
If Activities do not get created, check the LOVs. For Social Media there should be
two, type TODO_TYPE:
"Social Media - Inbound" and "Social Media - Outbound". Both have order 0,
put instead 67 and 68. Both need to have Parent LIC as "General" - Type:
TODO_TYPE.
Clear the Cache.
Also make sure the dash between "Social Media - Inbound" and "Social Media Outbound" is the regular dash (not something long that comes from Word)
Screen
Make sure the view "SM Service Request Response View" is on the right Screen.
The default archive file might publish it to a different Screen than the one
configured for your implementation and so it might not show up altogether.
Web Services
For the Inbound Web Services, make sure you use your company external IP and
provide that to Buzzient. The port needs to be part of the web services URL and
open to allow traffic from Buzzient.
Make sure that the virtual directory you use (eai_anon_XXX) is configured
correctly in the eapps.cfg file to use the appropriate Object Manager (eai_XXX)
Do not generate the WSDL until after you have clicked “Clear Cache”
© 2013 Buzzient, Inc.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates.
58