This is very high level presentation to show how we can integrate Service cloud with Oracle EBS , by exposing Web Services (SOAP/REST) available in Oracle Integrated SOA gateway.

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