Buzzient Social CRM integration with Oracle CRM On Demand

1. Buzzient – Oracle CRM On Demand Integration Guide
UPDATED: September 20, 2012
Table of Contents
1 Overview ............................................................................................................................ 2
1.1 Intended Audience ....................................................................................................... 2
1.2 System Overview ......................................................................................................... 2
1.3 Basic Flow ................................................................................................................... 3
2 IE Browser Settings ............................................................................................................ 4
3 Configuration and Integration Process................................................................................ 5
3.1 Prerequisites and Required Information ....................................................................... 5
3.2 Submit System Creation Info to Buzzient ..................................................................... 6
3.3 Create Custom Fields .................................................................................................. 6
3.4 Create Custom Web Applets and Web Tabs ................................................................ 6
3.5 Download and Send WSDLs ........................................................................................ 6
3.6 Test Configuration and Connectivity ............................................................................ 6
4 Oracle CRM On Demand Configuration ............................................................................. 7
4.1 Custom Fields .............................................................................................................. 7
4.2 Custom Contact Fields ................................................................................................. 7
4.3 Custom Service Request and Lead Fields ................................................................... 8
4.4 Add to the Source Picklist for Service Requests and Leads ......................................... 9
4.5 Custom Web Tab or Web Applet – Posts ..................................................................... 9
4.5.1 Option 1: Custom Web Tab.................................................................................. 9
4.5.2 Option 2: Web Applet ..........................................................................................10
4.6 Web Applet – View-Respond to Post ..........................................................................11
4.7 Download WSDLs and Send to Buzzient ....................................................................13
4.8 Configuration Test.......................................................................................................14
4.9 Buzzient Custom Web Tabs ........................................................................................16
5 Troubleshooting ................................................................................................................19
Product Questions/Issues: service@buzzient.com
Sales Questions: sales@buzzient.com
More Info: www.buzzient.com
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 1

2. 1 Overview
1.1 Intended Audience
This document explains the steps to configure Buzzient – Oracle CRM On Demand integration.
The intended audience is:
• Oracle CRM On Demand administrators with permission to add new fields, configure
web applets and add custom tabs to the instance.
1.2 System Overview
Buzzient Enterprise provides deep integration with Oracle CRM On Demand using both URL
and Web Services integration. Integration capabilities exist on multiple levels:
• Web Service push: Buzzient Enterprise can create leads, service requests, activities,
solutions and contacts in Oracle CRM On Demand.
• This is done from Buzzient running embedded within the Oracle CRM On Demand
application.
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 2

3. • Web applet integration: Oracle
CRM On Demand can pull
social media data on a GUI
level from Buzzient Enterprise
through iFrames.
• Custom Web Tabs: The
comprehensive Buzzient
analytics application can be
embedded into Custom Web
Tabs.
1.3 Basic Flow
1. CRM On Demand users create Service Requests or Leads in an ad hoc manner
(clicking a link on a post) and/or using the Buzzient alert engine to automatically create
them based upon desired criteria.
2. When an SR or Lead is created, the integration checks to see if that social media name
(Twitter name, blog name, etc.) exists in CRMOD on a Contact.
a. If yes, the SR or Lead is associated with the existing Contact.
b. If no, a new Contact is created using the social media name and the SR or Lead
is associated with that new contact.
3. From within the SR or Lead, the agent can respond to the author via Twitter, etc.
4. At a point in the engagement the author and agent can mutually agree to move the
conversation to a different channel such as phone, chat, etc. to bring closure to the issue
or further qualify the lead.
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 3

4. 2 IE Browser Settings
If using an IE browser, ensure the security settings have Buzzient and CRM On Demand as
trusted sites and a few custom security levels.
1. Go to the Internet Options > Security tab. Select
Trusted sites and click the Sites button to add to
the list:
a. Buzzient (http://customer.buzzient.com)
b. CRM On Demand (address will vary
according to your CRMOD pod, but will
look like: https://secure-
ausomxapa.crmondemand.com)
c. Also make sure that the “Require server
verification…” box is unchecked.
2. Enable three custom settings for Trusted sites. Click
the Custom level button to set them.
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.
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 4

5. 3 Configuration and Integration Process
3.1 Prerequisites and Required Information
1. Web services must be enabled for the CRM On Demand instance.
2. Users of CRM On Demand-Buzzient integration must have web services permission to
create Service Requests, Leads, Solutions, Activities, Contacts.
3. An Account object needs to be identified or created for assignment of new items.
a. Create a new account such as “Social Media” for this purpose. (Or whatever makes
sense for your needs).
b. Note the ID of this new account. This can be found in the URL of the account when
it is opened in the Oracle CRMOD GUI. Look for the AccountDetailForm.Id= value.
For example:
https://secure-ausomxapa.crmondemand.com/OnDemand/user/AccountDetail?OMTGT=
AccountDetailForm&OMTHD=AccountDetailNav&AccountDetailForm.Id=AAPA-35ELAI&OMRET0
=AccountList%3f AccountList.LAYOUT%3dAccountList%26AccountList.LAYOUTID %3d%26
OMTGT%3dAccountList%26OMTHD%3dPdqListMethod%26AccountList.EDITFLAG%3dN&OCTYPE=Prosp
ect&ocTitleField=Name&ocTitle=Social+Media&ocEdit=Y
c. If using an existing account instead, note the name and ID for the step below.
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 5

6. 3.2 Submit Configuration/Integration Info to Buzzient
If Buzzient does not already have the information below, send an email to
service@buzzient.com with the following:
1. Keyword Groups for monitoring (brand names, company names, competitors, etc.)
2. CRM On Demand login url
For example: https://secure-ausomxdsa.crmondemand.com/OnDemand/logon.jsp
3. The CRM On Demand full login and password for each user of the integration so an
associated Buzzient user can be created and linked.
For example: ABCCOMPANY/JSMITH@ABC.COM / <password>
4. The account name and ID noted in the step above.
For example: Social Media / AAPA-35LAI.
3.3 Create Custom Fields
Add custom fields need to the following document types:
• Contacts, Service Requests and Leads
See Sections 4.1 through 4.4
3.4 Create Custom Web Applets and Web Tabs
Add web applets and web tabs for display and engagement.
See Sections 4.5 through 4.6 and 4.9
3.5 Download and Send WSDLs
After your custom fields have been created, email your WSDLs to Buzzient.
See Section 4.7
3.6 Test Configuration and Connectivity
After receiving confirmation from Buzzient that your WSDLs have been loaded, run the
configuration/connectivity tests on the Buzzient CRM Test screen.
See Section 4.8
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 6

7. 4 Oracle CRM On Demand Configuration
4.1 Custom Fields
Several custom fields need to be added by the Oracle CRM On Demand administrator (under
"Application Customization”) to the following document types:
• Contacts
• Service Requests
• Leads
4.2 Custom Contact Fields
Add all the following fields to the Contact type to store Social Media usernames.
Display Name Field Type
Twitter Text (Long)
Facebook Text (Long)
YouTube Text (Long)
Forum Username Text (Long)
Blog Username Text (Long)
NOTE: Database column names created in this step are used by web services, not the
display names. Misspellings, missing spaces and capitalization mistakes will cause
errors. If you make a mistake, you must create a new field with the correct
spelling/capitalization.
Add the new fields to the layout definition for the Contact type.
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 7

8. 4.3 Custom Service Request and Lead Fields
The following fields must be added to both Service Request and Lead:
Display Name Field Type
Buzzient Post ID Number
Buzzient Source ID Number
Buzzient User ID Number
Buzzient Vertical ID Number
Buzzient User Name Text (Long)
Social Media Name Text (Long)
Social Media Type Text (Long)
NOTE: Database column names created in this step are used by web services, not the
display names. Misspellings, missing spaces and capitalization mistakes will cause
errors. If you make a mistake, you must create a new field with the correct
spelling/capitalization.
Add the new Social Media Name and Social Media Type fields to a specific layout definition on
both the Service Request and Lead detail type. Place them wherever appropriate for your
needs. For example as displayed on a Service Request record:
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 8

9. 4.4 Add to the Source Picklist for Service Requests and Leads
Buzzient will create Service Requests and Leads with the source, “Social Media.” Therefore the
value must be added to the Source picklist for both SRs and Leads.
Edit the picklists and add “Social Media” for both Id and Picklist Value.
4.5 Custom Web Tab or Web Applet – Posts
The list of posts can be placed on a custom tab and/or as web applets on homepages.
4.5.1 Option 1: Custom Web Tab
Name Use something logical such as, “SM Posts” or “Social Media”
URL (NOTE: If you copy/paste, make sure there are no line breaks):
URL http://customer.buzzient.com/buzzient/getolposts?apik
ey=%%%User id%%%&crmtype=3
Frame Height 635 (suggested)
Frame Width 840 (suggested)
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 9

10. 4.5.2 Option 2: Web Applet
For homepages, a section can be added that shows recent social media posts.
Create a Service Request Web Applet or Lead Web Applet as required.
Name Use something logical such as, “Latest Social Media Posts”
Location Homepage
Columns Double
URL (NOTE: If you copy/paste, make sure there are no line breaks):
Type
http://customer.buzzient.com/buzzient/getolposts?apikey=%
%%User id%%%&crmtype=3
Height 600 pixels (or adjust to desired height)
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 10

11. The web applet should be added to the layout definition for each desired homepage. For
example as displayed on a Service Request homepage:
s
4.6 Web Applet – View-Respond to Post
To add engagement capability on the detail page of the CRM object (typically the case for
Service Requests and Leads), add a Web Applet to the Detail Page:
Create a Service Request Web Applet or Lead Web Applet as required.
Name Use something logical such as, “View-Respond to Social Media Post”
Location Detail Page
Type HTML
(NOTE: If you copy/paste, make sure there are no line breaks):
<iframe name="buzzient" id="buzzient"
Web Applet
src="http://customer.buzzient.com/buzzient/crmpostwrapp
HTML for
SRs
er?verticalid=%%%nBuzzient_Vertical_ID%%%&sourceid=%%%n
Buzzient_Source_ID%%%&postid=%%%nBuzzient_Post_ID%%%&ap
ikey=%%%User id%%%&serviceid=Serv%%%Id%%%&crmtype=3"
width=100% height=600px frameborder=0> </iframe>
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 11

12. (NOTE: If you copy/paste, make sure there are no line breaks):
<iframe name="buzzient" id="buzzient"
Web Applet
src="http://customer.buzzient.com/buzzient/crmpostwrapp
HTML for
Leads
er?verticalid=%%%nBuzzient_Vertical_ID%%%&sourceid=%%%n
Buzzient_Source_ID%%%&postid=%%%nBuzzient_Post_ID%%%&ap
ikey=%%%User id%%%&serviced=Lead%%%Id%%%&crmtype=3"
width=100% height=600px frameborder=0> </iframe>
Height 600 pixels (suggested)
The web applet should be added to the layout definition for each desired detail page. For
example as displayed on a Service Request detail page:
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 12

13. 4.7 Download WSDLs and Send to Buzzient
After your custom fields have been created go to Admin > Web Services Administration and
download Custom WSDLs for the following objects:
Custom WSDL Download and Save As
Activity Activity.wsdl.xml
Contact Contact.wsdl.xml
Lead Lead.wsdl.xml
ServiceRequest.wsdl.xml
Service Request
(Note: Make sure there is no space between the words
Service and Request when you save the file)
Solution Solution.wsdl.xml
Buzzient needs to store these on our side for web services integration (creating Service
Requests, Leads, etc.)
NOTE: If you add any new custom fields with a “required” flag to the Contact, Lead, Service
Request, Activity or Solution objects you will need to upload all the WSDLs again so we have
the matching set. (You do not need to re-upload if you added non-required fields.)
Email your WSDLs to service@buzzient.com. Be sure to include your username in the email so
we can associate these correctly.
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 13

14. 4.8 Configuration Test
A section of the Buzzient Admin screen is available to test the basic configurations for web
services, contact, lead and service objects.
1. Add a custom web tab for the Buzzient Admin screen. (Section 4.9 details other tabs
you can add.)
Use this default sizing for all Buzzient Tabs: Frame Height = 635 Frame Width = 840
Buzzient Screen Suggested Name URL (NOTE: If you copy/paste the URLs below, make sure
(SM = Social Media) there are no line breaks):
SM Admin http://customer.buzzient.com/buzzient/useradmin?apikey=%%%
User id%%%&crmtype=3
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 14

15. Once you have added the Admin screen, go to the Test CRM tab. This is the Integration Test
Dashboard.
1. Click each of the Test buttons to check. There are tests for query and insert. If you
get success messages, you are configured correctly for each item.
2. If you get a message that you are not configured correctly:
o Web Services: Make sure web services are enabled for your instance and
this CRMOD user.
o Contact: Make sure all the custom fields are added and were spelled
correctly (including capitalization) when you created them. Just changing the
display name if you made an error will not change the WSDL definition.
o Lead/Service Request: Make sure all the custom fields are added/spelled
correctly and that you added “Social Media” to the Source picklist.
3. If you confirm that Contact, Lead and/or Service Request fields are configured
correctly but are receiving a “not configured correctly” message, this could indicate a
wsdl mismatch.
o Send an email to service@buzzient.com including your username, the object
that is failing and the message.
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 15

16. 4.9 Buzzient Custom Web Tabs
All or part of the Buzzient application can be run as a set of Custom Web Tabs. If this is
desired, use the following as a guideline to add a few or many Buzzient screens.
For default sizing on all Custom Web Tabs with Buzzient screens (adjust as needed):
Frame Height = 635 Frame Width = 840
Typically you will limit the number of tabs according to user needs. The most useful are:
• SM Posts (as detailed earlier)
• SM Admin (the Buzzient Admin screen as detailed above)
• SM My Filters (user-defined filters and alerts)
If you wish to have separate tabs for each analytic area, you can easily add them.
Typical tabs:
Buzzient Screen Suggested Name URL (NOTE: If you copy/paste the URLs below, make sure there
(SM = Social are no line breaks):
Media)
Posts SM Posts http://customer.buzzient.com/buzzient/getolposts?apikey=%%%
User id%%%&crmtype=3
Admin SM Admin http://customer.buzzient.com/buzzient/useradmin?apikey=%%%
User id%%%&crmtype=3
My Filters SM My Filters http://customer.buzzient.com/buzzient/configurealerts?showalerts
&apikey=%%%User id%%%&crmtype=3
Add a Filter SM Filters (Optional since My Filters already includes a link to Add a Filter)
http://customer.buzzient.com/buzzient/configurealerts?apikey=%
%%User id%%%&crmtype=3
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 16

17. Individual Tabs:
Buzzient Screen Suggested Name URL (NOTE: If you copy/paste the URLs below, make sure there
(SM = Social are no line breaks):
Media)
Dashboard SM Dashboard http://customer.buzzient.com/buzzient/dashboard?apikey=%%%
User id%%%&crmtype=3
Brand Sentiment SM Sentiment Daily Sentiment for the past 30 days:
http://customer.buzzient.com/buzzient/opinionchart?defaultallbra
nds&volumetype=daily&apikey=%%%User id%%%&crmtype=3
Monthly Sentiment for the user’s Date Range:
http://customer.buzzient.com/buzzient/opinionchart?defaultallbra
nds&apikey=%%%User id%%%&crmtype=3
Brand Sentiment SM Sentiment Daily Sentiment Trends for the past 30 days:
Trend Lines Trends http://customer.buzzient.com/buzzient/opinionchart?defaultallbra
nds&trend=daily&smooth=true&apikey=%%%User
id%%%&crmtype=3
Monthly Sentiment Trends for the user’s Date Range:
http://customer.buzzient.com/buzzient/opinionchart?defaultallbra
nds&trend=monthly&smooth=true&apikey=%%%User
id%%%&crmtype=3
Brand Volume SM Volume Daily Volume Trends for the past 30 days:
Trend Lines http://customer.buzzient.com/buzzient/shareofvoicechart?default
allbrands&trendline&volume&trendtype=daily&apikey=%%%User
id%%%&crmtype=3
Monthly Volume Trends for the user’s Date Range:
http://customer.buzzient.com/buzzient/shareofvoicechart?default
allbrands&trendline&volume&trendtype=monthly&apikey=%%%U
ser id%%%&crmtype=3
Positive/ SM Volume Daily Positive/Negative Post Volume for the past 30 days:
Negative Post PosNeg Posts http://customer.buzzient.com/buzzient/opinionchart?defaultbrand
Volume &trend=posneg&volumetype=daily&apikey=%%%User
id%%%&crmtype=3
Monthly Pos/Neg Post Volume for the user’s Date Range:
http://customer.buzzient.com/buzzient/opinionchart?defaultbrand
&trend=posneg&volumetype=monthly&apikey=%%%User
id%%%&crmtype=3
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 17

18. Share of Voice SM Share of http://customer.buzzient.com/buzzient/shareofvoicechart?default
Percentages Voice allbrands&apikey=%%%User id%%%&crmtype=3
Share of Voice SM Share Daily Share of Voice Trends for the past 30 days:
Trends Trends http://customer.buzzient.com/buzzient/shareofvoicechart?default
allbrands&trendline&trendtype=daily&apikey=%%%User
id%%%&crmtype=3
Monthly Share of Voice Trends for the user’s Date Range:
http://customer.buzzient.com/buzzient/shareofvoicechart?default
allbrands&trendline&trendtype=monthly&apikey=%%%User
id%%%&crmtype=3
Generate Report SM Reports http://customer.buzzient.com/buzzient/report?apikey=%%%User
id%%%&crmtype=3
Report Scheduler SM Report http://customer.buzzient.com/buzzient/report?scheduler&apikey=
Sched %%%User id%%%&crmtype=3
My Reports SM My Reports http://customer.buzzient.com/buzzient/report?summary&apikey=
%%%User id%%%&crmtype=3
Online Help SM Help http://customer.buzzient.com/buzzient/showhelp?page=default&a
pikey=%%%User id%%%&crmtype=3
Publisher SM Publisher (Publisher is the module for proactive outbound campaigns/posts
to social networks)
http://customer.buzzient.com/buzzient/publisher?
apikey=%%%User id%%% & crmtype=3
(Recommended width=1000 pixels)
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 18

19. 5 Troubleshooting
There are a few things to check if you have completed the integration steps and ran through the
configuration tests but are experiencing issues.
• Contact Objects aren't getting created
1. Verify that Contact write privileges and query privileges are allowed
2. Verify that Contact doesn't already exist with a matching Social Media Name, if it
does the Lead or SR will be matched to the existing Contact.
• Leads or Service Requests aren't getting created
1. Verify that Lead/SR write privileges are allowed
2. Often this is due to a misspelling or incorrect capitalization in the custom field names
that are added for Buzzient. Ensure that all of the words are spelled correctly and
that they appear exactly as seen in the Custom Fields sections.
Common misspellings often include:
"Socail Media Name" misspelled instead of "Social Media Name"
"Buzzient Post Id" uncapitalized instead of "Buzzient Post ID"
3. Verify “Social Media” was added to source picklists for both SRs and Leads.
• Completed Activities aren't created for outbound responses from the CRMOD user.
1. Verify that Activity write privileges are allowed.
• Twitter replies from the customer are captured by Buzzient BUT the associated Open
Activities aren't getting created
1. Verify that Activity write privileges are allowed.
2. Verify that the iFrame URL for SRs or Leads exactly matches the one in the Web
Applet section. The URLs are slightly different for SRs and Leads.
Leads MUST contain: serviceid=Lead%%%Id%%%
SRs MUST contain: serviceid=Serv%%%Id%%%
• Twitter replies aren't being captured by Buzzient
1. Verify that the Tweet reply was actually sent as a reply to the original tweet.
2. If so, please contact Buzzient.
• Custom Web Tabs aren’t displaying correctly
1. Ensure that the URLs for the Web Tabs are exactly as they appear in the Custom
Web Tab section.
Product Questions/Issues: service@buzzient.com
Sales Questions: sales@buzzient.com
More Info: www.buzzient.com
© 2012 Buzzient, Inc. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. 19