buzzient siebel78 implementation_guide
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© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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 Contacts Social Profile View ................................................................................................... 6
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 Social Media Screen - Dashboard View ................................................................................... 8
4 Implementation and Configuration Steps ...................................................................................... 9
4.1 High-level Steps ..................................................................................................................... 9
4.2 Prerequisites and Required Information ............................................................................... 10
5 Configuration Overview ............................................................................................................... 11
5.1 Siebel Tools .......................................................................................................................... 12
5.2 Siebel Application ................................................................................................................. 12
5.3 Importable Files .................................................................................................................... 12
6 Security Considerations ............................................................................................................... 13
6.1 Storing user-specific Buzzient Apikeys ................................................................................. 13
6.2 Internet Explorer Browser Settings ....................................................................................... 13
7 Siebel Configuration Steps .......................................................................................................... 15
7.1 Siebel Tools .......................................................................................................................... 15
7.2 Siebel Application ................................................................................................................. 17
7.3 Available Buzzient Administration and Statistical Pages: ..................................................... 23
8 Test ............................................................................................................................................. 25
8.1 Test Connectivity .................................................................................................................. 25
8.2 Test Service Request Creation ............................................................................................ 26
8.3 Test Engagement ................................................................................................................. 27
9 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. 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. 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. 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:
• 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. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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. 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
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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.
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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. 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. 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. 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.
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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. 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.
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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. 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. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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&SWEExtSource=SecureWebService
SOAP_DOC_LITERAL
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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 WS HTTP
http://yourserver.domain.com/eai_a
non_enu/start.swe&SWEExtCmd=
Execute&SWEExtSource=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=SecureWebService
SOAP_DOC_LITERAL
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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
apikey Constant
Provided by Buzzient, for each user
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
Y
serviceid Field SM Service Id N
crmtype Constant 6 Y
IFrame Size Command IFrame Height = 650 Width = '100%' Y
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
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
apikey Constant
Provided by Buzzient, for each user
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
apikey Constant
Provided by Buzzient, for each user
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. 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
apikey Constant
Provided by Buzzient, for each user
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.
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 23
7.3 Available Buzzient Administration and Statistical Pages:
Buzzient Screen
Suggested Name
(SM = Social
Media)
URL
Consolidated
SM Analytics http://customer.buzzient.com/buzzient/crmnav?apikey=[[apikey]]&crmtype=6
Dashboard
SM Dashboard http://customer.buzzient.com/buzzient/dashboard?apikey=[[apikey]]&crmtype=6
Posts
SM Posts http://customer.buzzient.com/buzzient/getolposts?defaultbrand&sortby=new&apikey=[[apikey]]&crmtype=6
Brand Sentiment
SM Sentiment
Daily Sentiment for the past 30 days:
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
SM Sentiment
Trends
Daily Sentiment Trends for the past 30 days:
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
Brand Volume Trend
Lines
SM Volume
Daily Volume Trends for the past 30 days:
http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&volume&trendtype=daily&a
pikey=[[apikey]&crmtype=6
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
Positive / Negative
Post Volume
SM Volume
PosNeg Posts
Daily Positive/Negative Post Volume for the past 30 days:
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. 24
Share of Voice
SM Share of
Voice http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&apikey=[[apikey]]&crmtype=6
Share of Voice
Trends
SM Share Trends
Daily Share of Voice Trends for the past 30 days:
http://customer.buzzient.com/buzzient/shareofvoicechart?defaultallbrands&trendline&trendtype=daily&apikey=[[a
pikey]&crmtype=6
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
Report Scheduler
SM Report Sched http://customer.buzzient.com/buzzient/report?scheduler&apikey=[[apikey]]&crmtype=6
My Reports
SM My Reports http://customer.buzzient.com/buzzient/report?summary&apikey=[[apikey]]&crmtype=6
Add a Filter
SM Filters http://customer.buzzient.com/buzzient/configurealerts?apikey=[[apikey]]&crmtype=6
My Filters
SM My Filters http://customer.buzzient.com/buzzient/configurealerts?showalerts&apikey=[[apikey]]&crmtype=6
Admin
SM Admin http://customer.buzzient.com/buzzient/userselfedit?apikey=[[apikey]]&crmtype=6
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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. 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. 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. 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. 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. 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 Calculated Value Predefault Value
Author ATTRIB_34
Author Link NAME
Community ATTRIB_03
Author Link URL "<A HREF='" +[Author Link] + "'
target=_blank>" + [Author Link] + "</A>"
Type TYPE Social Profile
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 31
9.1.2 Service Request
The following changes are made to the Service Request Business Component.
Business Component
Name Project Search Specification Table
Service Request Social Media
Business Component Fields
Name Column Calculated Value Predefault
Value Join
SM Abstract X_ABSTRACT
SM Author X_AUTHOR
SM Author Id X_AUTHOR_ID
SM Author Link X_AUTHOR_LINK
SM Author Link URL "<A HREF='" +[SM Author Link] + "'
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
SM Community Mgr Full Name
IIf (Language () = "JPN" OR Language ()
= "CHS" OR Language () = "CHT" OR
Language () = "KOR", [SM Community Mgr
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 S_CONTACT
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
SM Post Link URL "<A HREF='" +[SM Post Link] + "'
target=_blank>" + [SM Post Link] + "</A>"
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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 Table
AnalyticsSSO Social Media
Business Component Fields
Name Column Calculated Value Predefault Value
SM Symbolic URL All Posts "SocialMediaAllPosts"
SM Dashboard URL "SocialMediaDashboard"
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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 Contact/SM Contact Social Profile
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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
Parent
Integration
Component
External
Name
External
Sequence Cardinality
XML
Container
Element
XML
Sequence XML Tag
Service
Request
Service
Request
Service
Request 1 Zero or More
10,001
Service
Request
Action Action Service Request Action 2 Zero or More ListOfAction 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 30 Data Element Priority
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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 64 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
* Also reflects the values for properties pre-fixed with "External"
Integration component field user properties:
IC Field User Prop Name User Prop Value
Area PICKLIST Y
Contact Last Name PICKLIST Y
INS Area PICKLIST Y
INS Product PICKLIST Y
INS Sub-Area PICKLIST Y
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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
User Key: 2
Description Description 1
INS Product INS Product 2
User Key: 3
SM Author Id SM Author Id 1
SM Community SM Community 2
SM Publish Date SM Publish Date 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. 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 * Length * Type * XML Style XML Tag
Activity SR Id DTYPE_ID Data Element SRId
Activity UID DTYPE_TEXT 30 Data Element ActivityUID
Comment DTYPE_TEXT 1500 Data Element Comment
© 2013 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 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. 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. 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 WS Social Media CSSEAIDataSyncService SM Activity WS
Business Service Method properties:
Name Display Name
InsertOrUpdate InsertOrUpdate
Business Service Method Arguments:
Name Data Type Integration Object Type Storage Type Optional Display Name
SiebelMessage Integration
Object SM Action IO Input / Output Hierarchy
Activity Interface
StatusObject String
Input Property 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. 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 Field
HTML Display
Mode
HTML
Type Read Only Runtime
SM Abstract SM Abstract TextArea 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. 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. 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. 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. 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. 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. 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
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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 Default Data Type Integration Object
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
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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
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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
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9.11.3 SM Service Request
Process Name Project Workflow Mode Business Object
SM Service Request Social Media Service Flow
Process Properties
Name In/Out Default Data Type Integration Object
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 SM Social Profile IO
Siebel Operation Object Id Out String
UseAssignmentManager None true String
XMLIncoming In Integration Object SM Service Request IO
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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
Output Arguments
Property Name Type Output Argument
NewSRId Output Argument PrimaryRowId
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 Property Name
AsgnObjName Literal Service Request
ObjRowId Process Property NewSRId
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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] + "'"
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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
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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
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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.
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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
HTML
Only
Text
Alignment
SM API Key Buzzient API Key SM API Key Text 120 Left
SM Social Media Info Social Media
Information
FormSection 240 True Right
4. Add the two new Controls to the Applet Web Template, this allows the unique
Apikey to be stored for each user.
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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”
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