ORACLE SERVICE

CLOUD(RIGHTNOW)

INTEGRATION WITH EBS AND JIRA

BHASKARA REDDY SANNAPUREDDY, SR PROJECT

MANAGER,INFOSYS

INTEGRATION OF ORACLE SERVICE CLOUD(RIGHTNOW) & EBS & JIRA

ORACLE EBS

ORACLE SERVICE CLOUD

(RIGHTNOW)

JIRA TICKETING TOOL

ORACLE RIGHTNOW ADAPTER

• ORACLE RIGHTNOW ADAPTER COMBINES WEB, SOCIAL TOOLS, AND CONTACT CENTER EXPERIENCES FOR A UNIFIED, CROSS-CHANNEL SERVICE SOLUTION IN ORACLE CLOUD, ENABLING ORGANIZATIONS TO INCREASE SALES AND CUSTOMER ACQUISITION, BUILD TRUST AND STRENGTHEN RELATIONSHIPS, AND REDUCE COSTS AND EFFORT. THE RIGHTNOW CLOUD SERVICE ENTERPRISE PLATFORM PROVIDES TRANSPARENT RELIABILITY, UNMATCHED SECURITY, AND SUCCESSFUL DELIVERY OF THE MISSION-CRITICAL CUSTOMER SERVICE AND SUPPORT. IT IS A KEY COMPONENT OF THE ORACLE RIGHTNOW PRODUCT FAMILY.

• RIGHTNOW CX PROVIDES SUPERIOR CUSTOMER EXPERIENCE ACROSS MULTIPLE CHANNELS INCLUDING WEB, CONTACT CENTER, SOCIAL AND OTHERS. THESE CHANNELS EMPOWER CUSTOMERS TO EASILY SELF-SOLVE ISSUES FROM ANYWHERE THROUGH THE WEB, COLLABORATE SUPPORT ISSUES ON PRODUCTS THROUGH SOCIAL CHANNELS SUCH AS FACEBOOK AND, MOST IMPORTANTLY, MANAGE TIMELY RESOLUTION OF INCIDENTS ACROSS ALL CHANNELS.

• TO MAXIMIZE ROI IN SAAS ASSETS, ENTERPRISES NEED TO ENSURE THAT THE DATA IN THEIR INDIVIDUAL SAAS AND ON-PREMISE APPLICATIONS ARE ACCURATE, UP-TO-DATE AND INTEGRATED.

RIGHTNOW INTEGRATION CAPABILITIES• ENTERPRISES CAN STREAMLINE OPERATIONS AND DELIVER REAL-TIME SCHEDULING OF FIELD TECHNICIANS FOR SERVICES THROUGH FIELD

SERVICE INTEGRATION WITH ON-PREMISE OR SAAS APPLICATIONS SUCH AS E-BUSINESS SUITE, TOA ETADIRECT AND OTHER INTEGRATION WITH SAAS APPLICATIONS SUCH ORACLE SALES CLOUD OR SALESFORCE.COM CAN ENSURE THAT THE ENTERPRISE SALES PERSONNEL HAVE COMPLETE VISIBILITY INTO THE CUSTOMER EXPERIENCES WHEN THEY TALK TO THEIR CUSTOMERS AND PROSPECTS. SIMILARLY, INTEGRATION WITH BUG TRACKING APPLICATIONS SUCH AS JIRA OR BUGZILLA HELPS MANAGE END-TO-END RESOLUTION OF CUSTOMER-REPORTED ISSUES FROM START TO FINISH.

• ORACLE RIGHTNOW CX EXPOSES VARIOUS INTEGRATION CAPABILITIES FOR DESKTOP EXTENSIBILITY, DATA INTEGRATION AND WEB INTEGRATION. DATA INTEGRATION CAPABILITIES OF ORACLE RIGHTNOW CX ENABLE REAL-TIME ACCESS AND SYNCHRONIZATION OF DATA WITH OTHER SAAS AND ON-PREMISE APPLICATIONS. ORACLE RIGHTNOW CX EXPOSES A WEB SERVICES PLATFORM CALLED ORACLE CLOUD CONNECT WEB SERVICES FOR SOAP — A SET OF SOAP-BASED SERVICES THAT CAN BE USED TO SECURELY ACCESS AND MODIFY DATA CONTAINED IN THE ORACLE RIGHTNOW CX PLATFORM. IT IS A BACKWARD-COMPATIBLE, PUBLIC API THAT ENABLES CUSTOMERS AND PARTNERS TO INTEGRATE WITH THE ORACLE RIGHTNOW CX PLATFORM USING INDUSTRY LEADING STANDARDS SUCH AS WSDL 1.1 AND SOAP 1.1. IT PROVIDES BROAD SUPPORT FOR A WIDE VARIETY OF LANGUAGES, PLATFORMS, AND TOOLS.

• THE ORACLE RIGHTNOW ADAPTER LEVERAGES THIS WEB SERVICE PLATFORM TO OFFER SEAMLESS CONNECTIVITY AND SIMPLIFIED INTEGRATION WITH THE ORACLE RIGHTNOW CX. USING THE ORACLE RIGHTNOW ADAPTER AND THE SOA SUITE PLATFORM, CUSTOMERS CAN AVOID HIGH COSTS OF DEVELOPMENT, QA, MAINTENANCE AND UPGRADES ASSOCIATED WITH DEVELOPING CUSTOM POINT TO POINT INTEGRATIONS WITH OTHER APPLICATIONS.

ORACLE SERVICE CLOUD INTEGRATION WITH EBS(QUOTE BUSINESS CASE)• ALLOW SERVICE AGENTS FROM ORACLE RIGHTNOW (SERVICE CLOUD)

• VIEW PRODUCT PRICE

• UPDATE PROSPECT UPON INQUIRY/PHONE CALLS/EMAILS

• CREATE PROSPECT IN ORACLE EBS

• CREATE QUOTE FROM ORACLE SERVICE CLOUD IN ORACLE EBS

• ALLOW ORACLE RIGHTNOW(SERVICE CLOUD) AGENTS

• SIGN-IN TO ORACLE EBS QUOTING APP FROM RIGHTNOW TO

• CREATE QUOTE

• VIEW QUOTE

• UPDATE QUOTE

• DELETE QUOTE

• SERVICE AGENTS CAN CREATE DATA IN ORACLE EBS AND VIEW DATA FROM ORACLE EBS ON REAL TIME BASIS

ORACLE RIGHTNOW(SERVICE CLOUD) INTEGRATION WITH JIRA BENEFITS

• STREAMLINE CUSTOMER FEEDBACK BY SHARING DATA BETWEEN RIGHTNOW AND BUG TRACKING SYSTEMS (JIRA)

• CREATE INCIDENT / TICKET FROM ORACLE ERVICE CLOUD AND PUSH TO JIRA

• VIEW UPDATED TICKET FROM JIRA IN ORACLE SERVICE CLOUD(RIGHNOW)

• IMPATCTS SERVICE AUTOMATION

• INCREASED CONSUMER TECHNOLOGICAL SOPHISTICATION SUCH AS WITH INCREASED USE OF MOBILE, CHAT AND SOCIAL CHANNELS INCREASES THE NEED FOR BUSINESSES TO PROVIDE SEAMLESSLY. INTEGRATED MULTICHANNEL CUSTOMER EXPERIENCES.

• INCREASED COMPETITION AND CONSUMER SOPHISTICATION ARE DRIVING THE NEED FOR VASTLY IMPROVED CUSTOMER EXPERIENCE.

• FAST PACED TECHNOLOGICAL EVOLUTION IS MAKING IT INCREASINGLY IMPRACTICAL TO INVEST IN LARGELY INFLEXIBLE AND COSTLY ON-PREMISE SOFTWARE SOLUTIONS.

• ORACLE SERVICE CLOUD CO-BROWSE ADD-ON FOR CHAT, DYNAMIC AGENT DESKTOP OR ENTERPRISE CONTACT CENTER PROVIDES REAL-TIME VISUAL COLLABORATION TO IMPROVE THE QUALITY OF WEB CUSTOMER INTERACTIONS. ORACLE SERVICE CLOUD CO-BROWSE ENABLES CUSTOMER SERVICE AGENTS TO VISUALLY GUIDE CUSTOMERS THROUGH ONLINE ENVIRONMENTS WHILE THEY TALK OR CHAT. AS A RESULT, YOUR BRAND GETS A BOOST AS VISITORS FIND WHAT THEY NEED AND FEEL POSITIVE ABOUT THE SERVICE THEY RECEIVE IN THE PROCESS.

THANK YOU