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Fusion CRM Architecture - Paul Naish V1.3
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Fusion CRM Architecture Overviewfor SaaS Deployments
Paul Naish,Oracle North American Sales Consulting – CTO Business Solutions
Objectives
User Interface
CRM Applications
Mobile Clients
Analytics
Security
Extensibility
Integration
Foundation
Foundation
Capabilities
Exposed Technology
Built on Oracle’s Fusion Technology Stack
Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Oracle Proprietary and Confidential
FoundationFoundation
Oracle Public Cloud – Integrated Solutions
Oracle Fusion HCM
Cloud Service
Oracle Database
Cloud Service
Oracle Java
Cloud Service
Oracle Fusion CRM
Cloud Service
http://cloud.oracle.com
Foundation
Oracle Cloud Architecture
Foundation
Oracle Owned Data Centers & OperationsGlobal Scale and Expertise from Oracle Hardware and Software
Oracle Data Centers– Austin, TX– Colorado Springs, CO– Australia– England
Operation Centers
– United States– Romania– Egypt– India– China– Chile– Japan
• 12 Years as Hosted Provider (1999)– 5.5M users
• World Class Data Center in Austin– 250,000 CPU cloud
• Fully Redundant Environments• Federal Operational Zone
– (NIST & DIACAP) • 14,000 Oracle Service experts
– 1,500 dedicated On Demand experts– 6+ years of average tenure
• 27 languages supported• Certifications – ISO, HIPAA, PCI, etc
6
... Many SaaS vendors outsource their data center
Foundation
Fusion Applications: A Single Code Line
Remote Management
Hosted & Managed
On Demand Cloud ready
Combinations
On Premise
Foundation
Single-Tenant
OR
Multi-Tenant
Choice of Single or Multi-Tenant DeploymentPhysical Data Isolation beyond Multi-Tenant Virtual Tenancy
Not offered by other SaaS Vendors
Modern Scalability
Foundation
On Premise
On Demand
Cloud Services
Public CloudSaaS
Same Great Fusion Applications Functionality ✔ ✔ ✔Applications Unlimited Apps Available ✔ ✔Configurable/customizable through Fusion’s built-in extensibility platform
✔ ✔ ✔Highly customizable via JDeveloper and database tools ✔ ✔Perpetual License ✔ ✔Maintained on your behalf ✔ ✔Dedicated staging environment ✔ ✔Hardware and software included in a single subscription price ✔Always kept current on latest release ✔Automated backups ✔Secure Access to “Whitelist” ✔Shared Identity Management with other Cloud services ✔
Oracle Applications: Flexible Deployment Choices Future Ability to Move later if business changes
Bring In HouseChoice
Foundation
Fusion Applications ScopeChoice of Functionality
Foundation
Web Mobile Outlook
ME
TAD
ATA
(M
DS
)
Web 2.0 UI Management
Fusion Logical ArchitectureColor Key:
Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Oracle Proprietary and Confidential
Foundation
Extensibility
Composers
Extensibility
Composers
ApplicationApplication
ProcessProcess
BIBI
PagePage
We
b S
erv
ice
s
Oracle Enterprise Repository (OER)
Web Mobile Outlook
Standard & Custom Objects
Standard & Custom Services (Middleware)
Standard & Custom Data
Re
po
rts
& A
na
lyti
cs
Inte
gra
ted
Se
cu
rity
OLTPOLTP
Sandbox
Se
t-U
p a
nd
In
itia
l C
on
fig
ura
tio
n
Oracle Fusion Customer Relationship ManagementAvailable today
Oracle Confidential: Not for Distribution
Web Mobile OutlookCRM Apps
© 2009 Oracle Corporation – Proprietary and Confidential
Fusion – Anatomy of a Typical Page
“Regional Area” “Contextual Area”“Local Area”
User Interface
Type of Pages and How They Relate
Role Based Dashboards
Work Area Landing Pages
Detail Pages
• Portal into a range of information for a given role
• Typically, integrates content from other applications
• Provides rich analytics
• Home for collective functionality specific to a business function e.g., Sales, Marketing
• Regional area serves as a launch pad for launching actions
• Targeted for performing a given business transaction
• Screens and UIs organized by business objects and actions
• Optimized for data entry
User Interface
Strategic Mobile Challenges
Mobile Clients
• Rapid evolution of form factors, device features• Popularity varies internationally• Users expect menus, controls, etc. to be consistent with
the native applications on the device
Provide a rich application on wide range of Smart devices
• Device must support customer’s unique attributes, objects, etc.
• Configuration experience must be fast and familiar to customer’s crm administrators
Enable mobile clients to be easily configured
• Provide a consistent, optimized mobile UI for users that’s independent of the back-end system
• Serve up CRM, ERP and external web content to mobile users
Support a wide range of back-end systems
Fusion Mobile Plans: Oracle’s Universal Mobile CRM Solution
Etc.
Systems Phones
Etc.Tablets
Fusion Mobile• Drag & drop
extensions at run-time
• Re-use configurations across devices
• Native user interface for each device
•SalesPost 1.0:•Timesheets•Expenses• Inventory
External Services
Mobile Clients
Fusion CRM DesktopSales functionality in Outlook
– CRM Data: Customer, Opportunity, and Lead data available in Outlook
– PIM Data: Calendar, Contact, and Task data consolidated in Outlook
– Users Control How Information is sync’ed to the CRM system
– Interaction Tracking Makes it easy to track, analyze email interaction with customers
– Offline Access: Sales reps can access sales data while disconnected from network
– Support custom extensions
Mobile Clients
Key Themes In Fusion Analytics
Analytics
• Charts and reports appear in transactional pages• Metrics from Essbase, etc. appear in-line in forms and
lists that contain transactional data
In Context: Transact with Insight
• Users can drill from OBIEE embedded charts directly into transactional details
• Users can drill from transactional details into OBIEE reports
Actionable
• RTD estimates likelihood of potential sales• ODM estimate sales cycles and expected revenue• Territory Management leverages Essbase to perform
“what-if” analysis
Forward Looking
Analytics Built Around Sales
Dashboard: Update Status & Catch Exceptions
Territory Manager: Use what-if Analysis Allocate Resources
Customer Snapshot: Assess Customer Health and
Potential
Opportunity Landscape: Identify Sales Targets
Analytics
A
uth
ori
zati
on
Fusion CRM (SaaS) Security - Role Based Access Control
Roles(Jobs)
Duties
Policies* Data Instances* Resources
Sales Mgr
Assign Quota
Eastern N.A.
OLTP
Authentication
Opportunities, Leads, Forecast,Territory (Sales + Partner), Quota, Customer,
Account, Contact
My ....My Teams ...My Organ ...
.
CRM SpecificSecurity
Fusion Security PolicyConceptual Model
Security
Privilege• Read• Edit• Delete• Etc.
Role• Sales Rep• Sales Manager• Administrator• Etc.
Object(aka Function)• Customer• Budget• Opportunity• Etc.
Record Filter(aka Instance Set)• My Customer• My Contact• My Territory
Logically a security policy is a privilege defined for the intersection of one more• Roles• Objects• Record Filters
Data Security Rules are typically most complex
Fusion CRM Extensibility Combines
• Extend objects and use extensions anywhere• Customize processes with workflow and scripting editors• Full lifecycle support for upgrades and deployment
Enterprise Power
• Wizards and templates guide administrators• Visual editors support drag and drop configuration
SaaS Simplicity
• BPMN-based business process composer• Groovy scripting language
Standard Semantics
Extensibility
Fusion CRM Provides 360o Support for Object Extensions
Custom Object
User Interface
Query
Web Services
Analytics
Import Export
Security Policies
Audit Trail
Mobile Clients
• Adding a custom object means that it’s supported everywhere
• Application composer wizards handle the details
Extensibility
MDS – Single Fusion Meta-Data Repository
Extensibility• Upgrade-safe customizations are automatically combined with new features in
the next release• Site-level customizations apply to everyone while role-specific customizations
are tailored for a particular audience
TailoringSandboxes
Composers• New Objects/Fields• Rules• Events• Reports• Processes• Scripts
PersonalizationEnd User tailors the app!• Change Layout using pre-canned layouts• Add content from business dictionary• Edit content using simple gestures• Drag & Drop fields• Rearrange regions• Add approved external content• Save favorite queries
User and Configuration Tools
Extensibility
Reporting/Analytics
BI Reports Composer
• Admin created data structures
• Measures Aggregates/Rollups
• End User driven• Facts/Measures
UI Customization
Business Process/Logic
Fusion CRM Composer Suite
Process Composer• Web-based
customization• Deployment ready
processes• Pallete/Grid based
Functional Extensions
Application Composer• SAAS Enabled• Design Patterns• Admin User• Web Based• Zero Downtime
Oracle Composer• Rich persona based UI• Personalization• Portlets/Mashups• Wizard Driven
Extensibility
TailoringSandboxes
CRM Application ComposerFunctional Extensions
Key Capabilities• Pattern Based• Standard and Custom
Objects• Object Workflow• Supports application Logic• Design Time @ Run Time• Translation
Benefits• Designed for Admin User• Web Based, Easy to use• Changes applied instantly,
no server restartExtensibility
The Fusion CRM Application Composer
Functional Extensibility
Functional Extensibility
UI Extensibility
UI Extensibility
Services/ Application
Logic
Services/ Application
Logic
Analytics/ Reporting
Analytics/ Reporting SecuritySecurity
Deployment/Sandbox/ Testing
Deployment/Sandbox/ Testing
Object ModelParent/Child
Fields
Buttons/Links
Page Composer Integration
Searchable
CRM Page Patterns
Translation editor
Child UI Patterns
XSD extensions
Process Composer integration
Event Triggers/Functi
ons
Groovy Script Editor
Object Workflow/Actio
ns
Report Subject Areas
Facts/Drilldowns
rollups
BI Report Composer Integration
User/Profile Object security
Reports/Subject Area
Security
Dev/Test/Prod Sandbox
Deployment
Relationships M:1/1:M/Non FK
Custom Object Security
Application Administrator
roles
Web Content
Bulk Import/Export
Oracle ComposerPage Customization
Key Capabilities• Runtime Page Customization &
Conditional Page Personalization
• Page Personalization by end users and administrators
• Modify page layout• Add/Remove/Show/Hide
components on a page• Modify component properties• Drag and Drop, Wizard Driven
Benefits• Easy to use• Changes applied instantly, no
server restartExtensibility
Process ComposerWeb Based Process Orchestration
Key Capabilities• Graphical• BPMN authoring• Processes comprised of
reusable tasks from the Business Catalog: services, human tasks, business rules
• Support for complex branching• Modify associated Rules• Create flows based on project
template (approval flow template in CRM)
Benefits• Easy to use, Visio-like process
composition• Targeted for Administrators
Extensibility
Report ComposerSimple Web-based Report Composition
Key Capabilities• Designed for Business Analysts
and end users• Customize report layouts
delivered with Fusion Applications
• Work with facts/measures• Create aggregates/rollups• Administrator created data
structures• Access OLTP Data with OTBI or
warehouse schema• Access warehouse subject areas
(on premise only)
Benefits• Easy to use• Web based tool
Extensibility
Integration Tools
Integration
UI Integrations / Mash Ups
• Oracle (Page) Composer
• CRM Composer external links
Process Integration
• Object workflow
• Groovy script• Process
composer• Web Services
Bulk Data Management
• Web Import/ Export
• Mapping
© 2010 Oracle Corporation – Proprietary and Confidential
Fusion File Import
HTTP
S
Web-based Import Tool• Mapping
Siebel, Oracle CRM On Demand, Salesforce.com, other
Oracle EBS, Peoplesoft, JD Edwards, SAP, Other
CRM
ERP
Data files
Exp
ort
Dat
a
Fusion CRM Tables
Integration
Load Process
Web Service Summary
• Fusion CRM web services are object based– 50+ services exposed– Support standard CRUD methods and process-based methods
• All services:– Use XML/SOAP– Stateless
• Security– Username/password– Message protection
• Auto updated for custom objects and for custom fields
Integration
Standard Web Service Operations
Type Method Name DescriptionCreate Createobjectname Creates a single record along with associated child
records GetByKey Getobjectname Retrieves single record information by Primary key
(e.g. Opportunity ID)Find Findobjectname Finds and returns a list of object view rows based on
the selected view object's query statementUpdate Updateobjectname Updates a single object view row Merge Mergeobjectname Updates an object view row if one exists; otherwise,
creates a new oneDelete Deleteobjectname Deletes a single object view row Delete Deletechildobjectname Deletes associated child objects , such as
“deleteOpportunityRevenue”Process processobjectname Performs a Create, Update, Delete, or Merge
operation on a list of object rows. The specified operation is applied to all object rows in the given list.
ProcessChangeSummary processCSobjectname Performs a Create, Update, or Delete operation on a list of object rows. Different operations may be applied to different object rows
Integration
Oracle Enterprise Repository (OER)
Catalog of Fusion CRM Integration Assets: Web Services Service Data Objects SOA Composites Interface Tables Events And more…
Integration
Fusion CRM is Working with Numerous ISV to Deliver Best of Breed Solutions
Integration
Fusion CRM Key Takeaways
EFFECTIVE: Higher win rates
EFFICIENT: More quality opportunities
EASY: Faster time to value
Enterprise-Grade SaaS
Extending Your Application: Add Custom Fields
Create Custom Fields
Update UIAdd
Business Logic
Create Custom Report
Extending Your Application: Update UI
Create Custom Fields
Update UIAdd
Business Logic
Create Custom Report
Extending Your Application: Add Custom Fields
Create Custom Fields
Update UIAdd
Business Logic
Create Custom Report
Extending Your Application: Add Custom Fields
Create Custom Fields
Update UIAdd
Business Logic
Create Custom Report